4.2.1 Title Page · 4.2.2.8 Certification of a Drug Free Workplace The reply must include a...

Florida EBT Proposal Presented to

4.2.1 Title Page

June 12, 2012 1 ITN 02F12GC1

4.2.1 Title Page

Following this page is our full and complete PROGRAMMATIC REPLY submitted to the:

Florida Department of Children and Families ITN #02F12GC1

by:

eFunds Corporation, a wholly-owned subsidiary of Fidelity National Information Services, Inc. (FEIN 39-1506286).

The person to whom all requests for information or clarification about this cost reply should be addressed is:

Ann Ray Director, Business Development FIS Government Solutions 11000 W Lake Park Dr. Milwaukee WI 53224-3003 414.341.5188 414.815-7112 [email protected]


1 REQUIRED VENDOR’S STATEMENTS AND CERTIFICATIONS – MANDATORY REQUIREMENTS

4.2.2.1 Certificate of Signature Authority

June 12, 2012 1-1 ITN 02F12GC1

1 REQUIRED VENDOR’S STATEMENTS AND CERTIFICATIONS – MANDATORY REQUIREMENTS ITN Section 4.2.2 The reply must include all of the mandatory requirements in Appendix V; the requirements described below, and must be received by the date and time and at the address specified in Section 2.5. A reply that fails to meet the Mandatory Requirements will be deemed nonresponsive and will not be evaluated.

4.2.2.1 Certificate of Signature Authority The reply must include a completed and signed copy of the Certificate of Signature Authority. (Appendix III)

FIS has included a signed copy of the Certificate of Signature Authority at the end of this tab.

4.2.2.2 Acceptance of Contract Terms and Conditions The reply must include a completed and signed copy of the Acceptance of Contract Terms and Conditions. (Appendix IV.a.)

FIS has included a signed copy of the Acceptance of Contract Terms and Conditions at the end of this tab.

4.2.2.3 Statement of No Involvement The reply must include a completed and signed copy of the Statement of No Involvement. (Appendix IV.b.)

FIS has included a signed copy of the Statement of No Involvement at the end of this tab.

4.2.2.4 Conflict of Interest Statement (Non-Collusion) The reply must include a completed and signed copy of the Conflict of Interest Statement (Non-Collusion). (Appendix IV.c.)

FIS has included a signed copy of the Conflict of Interest Statement (Non-Collusion) at the end of this tab.

4.2.2.5 Certification Regarding Lobbying The reply must include a completed and signed copy of the Certification Regarding Lobbying. (Appendix IV.d.)

FIS has included a signed copy of the Certification Regarding Lobbying at the end of this tab.



4.2.2.6 Certification relating to Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List

June 12, 2012 1-2 ITN 02F12GC1

4.2.2.6 Certification relating to Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List The reply must include a completed and signed copy of the Certification relating to Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List. (Appendix IV.e.)

FIS has included a signed copy of the Certification relating to Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List at the end of this tab.

4.2.2.7 Certification Regarding Debarment The reply must include a completed and signed copy of the Certification Regarding Debarment. (Appendix IV.f.)

FIS has included a signed copy of the Certification Regarding Debarment at the end of this tab.

4.2.2.8 Certification of a Drug Free Workplace The reply must include a completed and signed copy of the Certification of a Drug Free Workplace. (Appendix IV.g.)

FIS has included a signed copy of the Certification of a Drug Free Workplace at the end of this tab.

4.2.2.9 Certificate of Dun & Bradstreet Financial Stress Score The reply must include a completed and signed copy of the Dun & Bradstreet Financial Stress Score Certification (Appendix IV. h.)

FIS has included a signed copy of the Dun & Bradstreet Financial Stress Score Certification at the end of this tab.

4.2.2.10 Certification of Representations per Section 9 of PUR 1001 The reply must include a completed and signed copy of the Certification of Representations per Section 9 of PUR 1001. (Appendix IV.i.)

FIS has included a signed copy of the Certification of Representations per Section 9 of PUR 1001at the end of this tab.



4.2.2.11 Cost Proposal Certification – Statement 1 and 2

June 12, 2012 1-3 ITN 02F12GC1

4.2.2.11 Cost Proposal Certification – Statement 1 and 2 The reply must include a completed and signed copy of the Cost Proposal Certification, Statement 1 and 2. (Appendix IV. j. and k.)

FIS has included a signed copy of the Cost Proposal Certification, Statement 1 and 2 at the end of this tab.

4.2.2.12 EBT Regulatory Compliance Requirements The reply must include a completed and signed copy of the EBT Regulatory Compliance Requirements. (Appendix IV. l.)

FIS has included a signed copy of the EBT Regulatory Compliance Requirements at the end of this tab.

4.2.2.13 Tie Breaking Certifications The reply may include and or all Tie Breaking Certifications identified in Appendix IV m. thru p. for which it qualifies. Completion of the Tie Breaking Certifications is optional for qualifying vendors, however, a vendor waives all rights to consideration of a “tie breaker” if it fails to submit the certification for the “tie breaker”.

As a tie-breaking certification, FIS has included a signed copy of the Certification of a Florida Business at the end of this tab.



4.2.2.13 Tie Breaking Certifications

June 12, 2012 1-4 ITN 02F12GC1

—END OF TAB 1—


Tab 2 FIS Cross Reference Table – Section 4.2

June 12, 2012 2-1 ITN 02F12GC1

Section 4.2 FIS Cross Reference Table

ITN REPLY

PAGE(S) SECT/PART SUBJECT SUBJECT PAGE(S) SECT/PART

16 4.2.1 Title Page Title Page 4.2.1 First Page

16 4.2.2 Required Vendor’s Statements and Certifications – Mandatory Requirements

Required Vendor’s Statements and Certifications – Mandatory Requirements

4.2.2 1-1

18 4.2.3 Cross Reference Table Cross Reference Table 4.2.3 This Document

18 4.2.4 Table of Contents Table of Contents 4.2.4 3-1

18 4.2.5 Executive Overview Executive Overview 4.2.5 4-1

19 4.2.5.1 Understanding of Statement of Need

Understanding of Statement of Need

4.2.5.1 4-21

19 4.2.6 Company Profile and Experience

Company Profile and Experience

4.2.6 5-1

19 4.2.6.1 Corporate and Organization Structure

Corporate and Organization Structure

4.2.6.1 5-1

19 4.2.6.2 Description of the Respondent’s and Subcontractors (if any) Organizational Qualifications

Description of the Respondent’s and Subcontractors (if any) Organizational Qualifications

4.2.6.2 5-3

19 4.2.6.3 Financial Systems Development, Implementation Operations and Management

Financial Systems Development, Implementation Operations and Management

4.2.6.3 5-28

20 4.2.6.4 Management of Complex Financial Networks

Management of Complex Financial Networks

4.2.6.4 5-37

20 4.2.6.5 Experience Responding to Changing Customer’s Needs

Experience Responding to Changing Customer’s Needs

4.2.6.5 5-39

20 4.2.6.6 Government or Commercial Customers Qualifications

Government or Commercial Customers Qualifications

4.2.6.6 5-47

20 4.2.6.7 EBT/EFS Services Experience References

EBT/EFS Services Experience References

4.2.6.7 5-54

21 4.2.6.8 Government of Commercial Customer Qualifications References

Government of Commercial Customer Qualifications References

4.2.6.8 5-55

21 4.2.6.9 Subcontractor Government of Commercial Customer Qualifications References

Subcontractor Government of Commercial Customer Qualifications References

4.2.6.9 5-56



June 12, 2012 2-2 ITN 02F12GC1


ITN REPLY


21 4.2.6.10 State of Florida References State of Florida References 4.2.6.10 5-56

21 4.2.6.11 Reference Instructions Reference Instructions 4.2.6.11 5-56

22 4.2.6.12` Disclosure of Lawsuits and Administrative Proceedings

Disclosure of Lawsuits and Administrative Proceedings

4.2.6.12` 5-57

23 4.2.7 Description of Project Staffing Description of Project Staffing 4.2.7 6-1

23 4.2.7.1 Proposed Organization and Staffing

Proposed Organization and Staffing

4.2.7.1 6-1

24 4.2.7.2 Project Staffing Qualifications Project Staffing Qualifications 4.2.7.2 6-19

25 4.2.7.3 Subcontractor Identification Subcontractor Identification 4.2.7.3 6-36

25 4.2.8 Descriptions of Respondent’s Technical Capability and Approach

Descriptions of Respondent’s Technical Capability and Approach

4.2.8 7-1

59-122 Attachment I Core Requirements Core Requirements Attach. I 7-1 through 7-338

25 4.2.8.1 Optional Services Optional Services 4.2.8.1 7-339

25 4.2.8.2 Branded Debit Card Services Branded Debit Card Services 4.2.8.2 7-343

25 4.2.9 WIC Services WIC Services 4.2.9 8-1

25 4.2.9.1 WIC Processing Technology WIC Processing Technology 4.2.9.1 8-112

27 4.2.9.2 WIC EBT Program Qualifications and Experience

WIC EBT Program Qualifications and Experience

4.2.9.2 8-115

27 4.2.10 Innovations Innovations 4.2.10 9-1

27 4.2.10.1 New Card Technologies New Card Technologies 4.2.10.1 9-1

27 4.2.10.2 Time and Attendance Time and Attendance 4.2.10.2 9-4

28 4.2.10.3 Alternate Methods for Authorization and Completion of Off-line Transactions for Food assistance Retailers/Merchants

Alternate Methods for Authorization and Completion of Off-line Transactions for Food assistance Retailers/Merchants

4.2.10.3 9-6

28 4.2.10.4 Wireless/Smart Phone Technology

Wireless/Smart Phone Technology

4.2.10.4 9-7

28 4.2.10.5 Detection and Prevention of Fraud

Detection and Prevention of Fraud

4.2.10.5 9-12



June 12, 2012 2-3 ITN 02F12GC1


ITN REPLY


29 4.2.10.6 Electronic Messaging & Alerts Electronic Messaging & Alerts 4.2.10.6 9-14

29 4.2.10.7 Identification Verification Identification Verification 4.2.10.7 9-16

29 4.2.10.8 Web-based Reporting Web-based Reporting 4.2.10.8 9-18

29 4.2.10.9 Photos on EBT Cards Photos on EBT Cards 4.2.10.9 9-20

29 4.2.10.10 Disaster Services Disaster Services 4.2.10.10 9-22

30 4.2.11 Description of Project Management

Description of Project Management

4.2.11 10-1

30 4.2.11.1 Project Planning Approach Project Planning Approach 4.2.11.1 10-2

30 4.2.11.2 Project Management Approach

Project Management Approach

4.2.11.2 10-3

31 4.2.11.3 Project Management Requirements

Project Management Requirements

4.2.11.3 10-14



June 12, 2012 2-4 ITN 02F12GC1

—END OF TAB 2—

Florida EBT Proposal

Presented to

TABLE OF CONTENTS

June 12, 2012 3-1 ITN 02F12GC1

1. Required Vendor’s Statements and Certifications – Mandatory Requirements 1-1

4.2.2.1 Certificate of Signature Authority _________________________________________ 1-1 4.2.2.2 Acceptance of Contract Terms and Conditions _______________________________ 1-1 4.2.2.3 Statement of No Involvement ____________________________________________ 1-1 4.2.2.4 Conflict of Interest Statement (Non-Collusion) ______________________________ 1-1 4.2.2.5 Certification Regarding Lobbying ________________________________________ 1-1 4.2.2.6 Certification relating to Scrutinized Companies with Activities in Sudan List or the

Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List ____ 1-2 4.2.2.7 Certification Regarding Debarment _______________________________________ 1-2 4.2.2.8 Certification of a Drug Free Workplace ____________________________________ 1-2 4.2.2.9 Certificate of Dun & Bradstreet Financial Stress Score ________________________ 1-2 4.2.2.10 Certification of Representations per Section 9 of PUR 1001 ____________________ 1-2 4.2.2.11 Cost Proposal Certification – Statement 1 and 2 ______________________________ 1-3 4.2.2.12 EBT Regulatory Compliance Requirements _________________________________ 1-3 4.2.2.13 Tie Breaking Certifications ______________________________________________ 1-3 INSERTED: Certifications __________________________________________________________ End of Tab

2. Cross Reference Document – Section 4.2 2-1

Cross Reference Table ________________________________________________________ 2-1

3. Table of Contents 3-1

Table of Contents ____________________________________________________________ 3-1

4. Executive Overview 4-1

4.2.5 Executive Overview ___________________________________________________ 4-1 4.2.5.1 Understanding of Statement of Need _____________________________________ 4-21

5. Company Profile and Experience 5-1

4.2.6.1 Corporate and Organization Structure _____________________________________ 5-1 4.2.6.2 Description of the Respondent’s and Subcontractors (if any) Organizational

Qualifications ________________________________________________________ 5-3 4.2.6.3 Financial Systems Development, Implementation, Operations and Management ___ 5-28


Presented to

TABLE OF CONTENTS

June 12, 2012 3-2 ITN 02F12GC1

4.2.6.4 Management of Complex Financial Networks ______________________________ 5-37 4.2.6.5 Experience Responding to Changing Customer’s Needs ______________________ 5-39 4.2.6.6 Government or Commercial Customers Qualifications _______________________ 5-47 4.2.6.7 EBT/EFT Services Experience References _________________________________ 5-54 4.2.6.8 Government or Commercial Customer Qualifications References _______________ 5-55 4.2.6.9 Subcontractor Government or Commercial Customers Qualifications References __ 5-56 4.2.6.10 State of Florida References _____________________________________________ 5-56 4.2.6.11 Reference Instructions ________________________________________________ 5-56 4.2.6.12 Disclosure of Lawsuits and Administrative Proceedings ______________________ 5-57

6. Description of Project Staffing 6-1

4.2.7.1 Proposed Organization and Staffing _______________________________________ 6-1 4.2.7.2 Project Staffing Qualifications __________________________________________ 6-19 4.2.7.3 Subcontractor Identification ____________________________________________ 6-36

7. Description of Respondent’s Technical Capability and Approach 7-1

2. Services to be Provided _________________________________________________ 7-1 2.1. Service Requirements __________________________________________________ 7-11

2.1.1. Task List ____________________________________________________ 7-11 2.1.2. EBT Administrative System _____________________________________ 7-11

2.1.2.1. Functionality _______________________________________ 7-20 2.1.2.2. Account History ____________________________________ 7-33 2.1.2.3. Administrative System Security ________________________ 7-44

2.1.3. EBT Cards and PINs ___________________________________________ 7-50 2.1.3.1. Design ____________________________________________ 7-52 2.1.3.2. Track 2 ___________________________________________ 7-53 2.1.3.3. Issuance of EBT Cards _______________________________ 7-54 2.1.3.4. Replacement Card Issuance ___________________________ 7-57 2.1.3.5. Cardholder PIN Selection _____________________________ 7-57

2.1.4. Disaster Support and Recovery Services ___________________________ 7-59 2.1.4.1. Provider’s System Recovery ___________________________ 7-61 2.1.4.2. Disasters within the State _____________________________ 7-68 2.1.4.3. Cardholder Support Services __________________________ 7-72 2.1.4.4. Retailer Support Service ______________________________ 7-73 2.1.4.5. EBT Administrative System Disaster Support _____________ 7-73 2.1.4.6 Disaster FAP Support (Food For Florida) ________________ 7-75 2.1.4.7. Disaster Benefit Reporting ____________________________ 7-76 2.1.4.8. Interstate (aka “Buddy State”) Disaster Recovery

Support Services ____________________________________ 7-77 2.1.5. Customer Service _____________________________________________ 7-77

2.1.5.1. Cardholder Customer Service __________________________ 7-78 2.1.5.2. Retailer Customer Service ____________________________ 7-97 2.1.5.3. State Staff Customer Assistance _______________________ 7-108

2.1.6. Training ____________________________________________________ 7-114 2.1.6.1. Cardholder Training ________________________________ 7-114


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TABLE OF CONTENTS

June 12, 2012 3-3 ITN 02F12GC1

2.1.6.2. Retailer Training ___________________________________ 7-119 2.1.6.3. Department Staff Training ___________________________ 7-121

2.1.7. EBT Account Set-Up and Benefit Authorization ____________________ 7-127 2.1.7.1. Account Set-Up Files _______________________________ 7-127 2.1.7.2. Benefit Authorization _______________________________ 7-129 2.1.7.3. Benefit Availability ________________________________ 7-130 2.1.7.4. Benefit Aging _____________________________________ 7-130

2.1.8. Transaction Processing ________________________________________ 7-133 2.1.8.1. Merchant Validation (USDA-FNS Retailer Number) ______ 7-140 2.1.8.2. POS Transaction Sets _______________________________ 7-141 2.1.8.3. Adequate Access to Cash Benefits _____________________ 7-144 2.1.8.4. Cash Access Restrictions ____________________________ 7-145 2.1.8.5. ATM Transaction Sets ______________________________ 7-146 2.1.8.6. Manual Authorizations ______________________________ 7-146 2.1.8.7. Voice Authorizations _______________________________ 7-149 2.1.8.8. Stand-in Processing ________________________________ 7-151 2.1.8.9. Manual Voucher Clear ______________________________ 7-153 2.1.8.10. Voids or Cancellations ______________________________ 7-154 2.1.8.11. Reversals _________________________________________ 7-155 2.1.8.12. Store and Forward __________________________________ 7-155 2.1.8.13. Key-entered Transactions ____________________________ 7-157 2.1.8.14. Account Adjustments _______________________________ 7-160 2.1.8.15. Processing Speed Requirements _______________________ 7-165 2.1.8.16. EBT System Availability ____________________________ 7-165 2.1.8.17. USDA-FNS Standards for Transaction Processing

Accuracy _________________________________________ 7-167 2.1.8.18. Transaction Fees ___________________________________ 7-169 2.1.8.19. On-line Banking Transactions ________________________ 7-170

2.1.9. Retailer Management _________________________________________ 7-170 2.1.9.1. POS Deployment Requirements _______________________ 7-189 2.1.9.2. POS Terminal Installment (EBT-only) __________________ 7-190 2.1.9.3. Third Party Processors (TPP) _________________________ 7-190 2.1.9.4. Group Home Support _______________________________ 7-194

2.1.10. Fraud Detection/Prevention Management/Investigations Support _______ 7-195 2.1.11. Settlement and Reconciliation __________________________________ 7-198

2.1.11.1. Reconciliation Process Overview ______________________ 7-200 2.1.11.2. USDA-FNS Reconciliation Requirements _______________ 7-202 2.1.11.3. 1099 Statements ___________________________________ 7-212 2.1.11.4. Daily Settlement ___________________________________ 7-213 2.1.11.5. Retailer/TPP/ATM Settlement ________________________ 7-215 2.1.11.6. Department Responsibilities __________________________ 7-219 2.1.11.7. Federal Data Files __________________________________ 7-221

2.1.12. Data Warehouse _____________________________________________ 7-223 2.1.13. EBT Reporting ______________________________________________ 7-229

2.1.13.1. Financial Reporting Data ____________________________ 7-233 2.1.13.2. Daily Reporting Data _______________________________ 7-233 2.1.13.3. Monthly Reporting Data _____________________________ 7-246 2.1.13.4. Customer Service Statistical Data _____________________ 7-256

2.1.14. System Interfaces (State and Federal) _____________________________ 7-256 2.1.14.1. State Interface _____________________________________ 7-256 2.1.14.2. Federal Interface ___________________________________ 7-257

2.1.15. EBT Account Structure and Benefit Delivery Model _________________ 7-260 2.1.15.1. Primary Program Designation ________________________ 7-261

2.1.16. Direct Deposit From The EBT Cash Benefit Account ________________ 7-262 2.1.17. Optional Services ____________________________________________ 7-262

2.1.17.1. ACH Services (Option) ______________________________ 7-262 2.1.17.2. Branded Debit Cards (Option) ________________________ 7-266


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June 12, 2012 3-4 ITN 02F12GC1

2.1.17.3. WIC Services (Option) ______________________________ 7-280 2.1.18. Task Limits _________________________________________________ 7-281

2.2. Staffing Requirements ________________________________________________ 7-281 2.2.1. Staffing Levels ______________________________________________ 7-281 2.2.2. Professional Qualifications _____________________________________ 7-283

2.2.2.1. ________________________________________________ 7-283 2.2.2.2. ________________________________________________ 7-283 2.2.2.3. ________________________________________________ 7-284 2.2.2.4. ________________________________________________ 7-285 2.2.2.5. ________________________________________________ 7-285

2.2.3. Staffing Changes _____________________________________________ 7-286 2.2.3.1. ________________________________________________ 7-286 2.2.3.2. ________________________________________________ 7-286 2.2.3.3. ________________________________________________ 7-286 2.2.3.4. ________________________________________________ 7-286 2.2.3.5. ________________________________________________ 7-287 2.2.3.6. ________________________________________________ 7-287 2.2.3.7. ________________________________________________ 7-287 2.2.3.8. ________________________________________________ 7-288

2.2.4. Requirement To Replace Detrimental Provider Staff _________________ 7-288 2.2.4.1. Subcontractors ____________________________________ 7-289

2.3. Service Delivery & Equipment __________________________________________ 7-290 2.3.1. Service Delivery Location _____________________________________ 7-290 2.3.2. Service Times _______________________________________________ 7-291 2.3.3. Changes In Location __________________________________________ 7-291

2.4. Deliverables ________________________________________________________ 7-291 2.4.1. Employment Screening Results _________________________________ 7-292 2.4.2. Reports ____________________________________________________ 7-294

2.4.2.1 Changes In Location ________________________________ 7-294 2.5. Performance Specifications ____________________________________________ 7-295

2.5.1. Operations Phase Performance Standards _________________________ 7-295 2.5.2. Transition Phase Performance Standards __________________________ 7-296 2.5.3 Performance Standards Statement _______________________________ 7-296

2.6. Provider Responsibilities ______________________________________________ 7-297 2.6.1. Coordination With Other Providers/Entities ________________________ 7-297 2.6.2. Coordination with Subsequent Supplier upon Completion of this

Contract ____________________________________________________ 7-297 2.7. Department Responsibilities ____________________________________________ 7-297

2.7.1. Department Obligations _______________________________________ 7-297 2.7.1.1. Responsibilities of the Department’s Contract Manager ____ 7-298

2.7.2. Department Determinations ____________________________________ 7-298 2.7.3. Monitoring Requirements ______________________________________ 7-298

3. Method of Payment __________________________________________________ 7-299 3.1. Payment Clause ______________________________________________________ 7-299 3.2. Provider Financial Liabilities ___________________________________________ 7-299 3.3. Financial Remedies For Performance Deficiencies __________________________ 7-301 3.4. MyFloridaMarketPlace Transaction Fee___________________________________ 7-302 3.5. Provisions For Travel, Expenses, Postage, Etc. _____________________________ 7-303 3.6. Invoice Requirements _________________________________________________ 7-303 3.6.1. Fee Per Service Invoice Shall Include: ____________________________________ 7-304 3.6.2. Optional Services – Fee Per Service Invoice Shall Include: ____________________ 7-305 3.6.3. Professional Service (Basis: Amendment/Change Request, As Applicable)

Invoice Shall Include: _________________________________________________ 7-305 3.6.4. Recipient-Paid Fees Invoices Shall Include: ________________________________ 7-305 3.6.5. Payments For Up To Two (2) State Subsidized Cash-Only Withdrawals Invoices

Shall Include: _______________________________________________________ 7-306


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June 12, 2012 3-5 ITN 02F12GC1

4. Special Provisions ___________________________________________________ 7-307 4.1. Effect Of Department’s Failure To Perform Department Obligations On A Timely

Basis ______________________________________________________________ 7-307 4.2. Warranty ___________________________________________________________ 7-307

4.2.1. Quality Of Deliverables And Department Review ___________________ 7-307 4.2.2. Timeliness __________________________________________________ 7-308

4.3. Software ___________________________________________________________ 7-308 4.4. Provider Representative _______________________________________________ 7-309 4.5. Backup Staff Required To Ensure Adequate Performance _____________________ 7-309 4.6. MyFloridaMarketPlace Registration ______________________________________ 7-310 4.7. Employment Eligibility Verification _____________________________________ 7-310

4.7.1. Definitions Used In This Clause Are Defined Below: ________________ 7-310 4.7.2. Enrollment And Verification Requirements: _______________________ 7-310 4.7.3 E-Verify Web Site ____________________________________________ 7-311 4.7.4 Individuals Previously Verified _________________________________ 7-311 4.7.5 Individuals Performing Work Prior To The E-Verify Requirement ______ 7-311 4.7.6 Evidence Of E-Verify Registration _______________________________ 7-311 4.7.7 Subcontracts ________________________________________________ 7-311

4.8. Contract Renewal ____________________________________________________ 7-312 4.9. End Of Contract Transition And Conversion Support ________________________ 7-312

5. Exhibits ___________________________________________________________ 7-314 5.1. Exhibit A – Project Deliverables and Documentation ________________________ 7-314 5.1.1 Status Reports _______________________________________________________ 7-315 5.1.2 Project Work Plan ____________________________________________________ 7-316 5.1.3 Transition Plan ______________________________________________________ 7-317 5.1.4 System Design Documents and Manuals __________________________________ 7-317 5.1.4.1. Functional Design Document ___________________________________________ 7-317 5.1.4.2. Detailed Design Document _____________________________________________ 7-318 5.1.4.3. Systems Operations and Interface Procedures Manuals _______________________ 7-319 5.1.5 System Testing ______________________________________________________ 7-319 5.1.6 Security Plans _______________________________________________________ 7-322 5.1.6.1. Business Continuation and Contingency Plan ______________________________ 7-322 5.1.6.2. System Security Plan _________________________________________________ 7-323 5.1.7 Training Plans And Materials ___________________________________________ 7-325 5.1.8 Reports Manual ______________________________________________________ 7-326 5.1.9 Data Warehouse Manual _______________________________________________ 7-328 5.1.10 Retailer Management Plan _____________________________________________ 7-329 5.1.11 Cash Access Management Plan _________________________________________ 7-333 5.1.12 Settlement And Reconciliation Manual ___________________________________ 7-333 5.1.13 Administrative System Manual__________________________________________ 7-336 5.1.14 Change Management Plan _____________________________________________ 7-338

4.2.8.1 Optional Services ___________________________________________________ 7-339 4.2.8.2 Branded Debit Card Services __________________________________________ 7-343 INSERTED: Draft Transition and Conversion Plan _______________________________________ End of Tab

8. WIC Services 8-1

4.2.9.1 WIC Processing Technology ___________________________________________ 8-13 Deliverables and Documentation _________________________________________________ 8-19 Training Materials _____________________________________________________________ 8-32 Card and PIN Issuance and Management ___________________________________________ 8-39 Account Set-up and Benefit Authorization __________________________________________ 8-45


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TABLE OF CONTENTS

June 12, 2012 3-6 ITN 02F12GC1

Account Structure _____________________________________________________________ 8-46 MIS Interface ________________________________________________________________ 8-47 UPC Maintenance _____________________________________________________________ 8-52 Transaction Processing _________________________________________________________ 8-53 WIC Administrative Functionality ________________________________________________ 8-62 Customer Service for WIC ______________________________________________________ 8-83 Retailer Management __________________________________________________________ 8-90 Reporting___________________________________________________________________ 8-104 Cash Value Voucher (CVV) ____________________________________________________ 8-106 WIC Farmers’ Market Nutrition Program _________________________________________ 8-107 Clinic Configuration __________________________________________________________ 8-108 WIC Services Options_________________________________________________________ 8-108 Settlement and Reconciliation __________________________________________________ 8-112

4.2.9.2 WIC EBT Program Qualifications and Experience _________________________ 8-115 INSERTED: Work Plan – WIC EBT __________________________________________________ End of Tab

9. Innovations 9-1

4.2.10.1 New Card Technologies ________________________________________________ 9-1 4.2.10.2 Time and Attendance __________________________________________________ 9-4 4.2.10.3 Alternate Methods for Authorization and Completion of Off-line Transactions for

Food assistance Retailers/Merchants ______________________________________ 9-6 4.2.10.4 Wireless/Smart Phone Technology ________________________________________ 9-7 4.2.10.5 Detection and Prevention of Fraud _______________________________________ 9-12 4.2.10.6 Electronic Messaging & Alerts __________________________________________ 9-14 4.2.10.7 Identification Verification ______________________________________________ 9-16 4.2.10.8 Web-based Reporting _________________________________________________ 9-18 4.2.10.9 Photos on EBT Cards _________________________________________________ 9-20 4.2.10.10 Disaster Services ____________________________________________________ 9-22 4.2.10.11 Other Innovations ___________________________________________________ 9-25

10. Description of Project Management 10-1

4.2.11.1 Project Planning Approach _____________________________________________ 10-2 4.2.11.2 Project Management Approach __________________________________________ 10-3 4.2.11.3 Project Manager Requirements _________________________________________ 10-14 INSERTED: Project Management Plan ________________________________________________ End of Tab Work Plan and Gantt Chart – FAP and Cash EBT _____________________________ End of Tab


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TABLE OF CONTENTS

June 12, 2012 3-7 ITN 02F12GC1

Fig List of Figures

Figure 4-1 FIS has built a strong foundation centered on its clients __________________________ 4-3 Figure 4-2 FIS has a complete banking and payments solutions portfolio _____________________ 4-4 Figure 4-3 Multiple acquisitions through the years have contributed to FIS’ extensive growth and

ability to provide a wide variety of financial services ____________________________ 4-9 Figure 4-4 FIS Processing Locations _________________________________________________ 4-10 Figure 4-5 U.S. Bank Moody’s, S&P, Fitch, and DBRS Rankings ___________________________ 4-20 Figure 5-1 U.S. Bank Governmental Agency Customers __________________________________ 5-25 Figure 6-2 EBT Problem Escalation _________________________________________________ 6-13 Figure 7-1 FIS EBT System Components Flow __________________________________________ 7-4 Figure 7-2 Acquiring Function _______________________________________________________ 7-5 Figure 7-3 FIS’ EBT Gateway _______________________________________________________ 7-6 Figure 7-4 Authorization Function ____________________________________________________ 7-7 Figure 7-5 Support Services Function _________________________________________________ 7-8 Figure 7-6 Administrative Function ___________________________________________________ 7-9 Figure 7-7 Best-in-Breed Solution Technologies ________________________________________ 7-10 Figure 7-8 USDA-FNS and State of Florida Staff webADMIN Access _______________________ 7-13 Figure 7-9 Administrative Online Communications between State and FIS ___________________ 7-14 Figure 7-10 ebtEDGE Agency Portal Home Page ________________________________________ 7-15 Figure 7-11 Repayment Page ________________________________________________________ 7-16 Figure 7-12 Reports Page ___________________________________________________________ 7-17 Figure 7-13 Documentation Page ____________________________________________________ 7-18 Figure 7-14 Training Page __________________________________________________________ 7-19 Figure 7-15 Add and Update Functionality _____________________________________________ 7-23 Figure 7-16 Create Account Link _____________________________________________________ 7-23 Figure 7-17 Benefit Page ___________________________________________________________ 7-24 Figure 7-18 Add Benefit Page _______________________________________________________ 7-25 Figure 7-19 Card Page _____________________________________________________________ 7-26 Figure 7-20 Client Search/Transaction Search Page ______________________________________ 7-27 Figure 7-21 Client Page ____________________________________________________________ 7-28 Figure 7-22 Case Page _____________________________________________________________ 7-29 Figure 7-23 Benefit Page ___________________________________________________________ 7-30 Figure 7-24 Card Page _____________________________________________________________ 7-31 Figure 7-25 Previous Card Page _____________________________________________________ 7-32 Figure 7-26 Benefit Repayment Page __________________________________________________ 7-33 Figure 7-27 Transaction History Summary Page–Expanded List ____________________________ 7-35 Figure 7-28 Extended Search Functionality _____________________________________________ 7-36 Figure 7-29 Transaction History Summary Page–Collapsed List ____________________________ 7-37 Figure 7-30 Transaction History Detail Page ___________________________________________ 7-38 Figure 7-31 Data Warehouse Client Search – Result Page (Sample) _________________________ 7-41 Figure 7-32 Data Warehouse Merchant Search – Result Page (Sample) ______________________ 7-41 Figure 7-33 Data Warehouse Client Transaction Search Page (Sample) ______________________ 7-42 Figure 7-34 Data Warehouse Client Transaction Search – Result Page (Sample) _______________ 7-43 Figure 7-35 Data Warehouse Merchant Transaction Search–Result Page (Sample) _____________ 7-43 Figure 7-36 webADMIN Security Controls _____________________________________________ 7-47 Figure 7-37 secureADMIN Hierarchy _________________________________________________ 7-49 Figure 7-38 Card Issuance Process ___________________________________________________ 7-56 Figure 7-39 Client’s PIN is Never in the Clear __________________________________________ 7-58 Figure 7-40 EBT-only and PIN Select Redundant Communications __________________________ 7-63 Figure 7-41 Batch Communications between FIS and Florida ______________________________ 7-65 Figure 7-42 Administrative Online Communications between FIS and Florida _________________ 7-66 Figure 7-43 States for which FIS has provided EBT Cardholder Customer Service ______________ 7-80


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Figure 7-44 Online Information Guide _________________________________________________ 7-89 Figure 7-45 www.ebtEDGE.com Home Page ___________________________________________ 7-93 Figure 7-46 Cardholder Portal Log In Page—Enter Card Number __________________________ 7-94 Figure 7-47 Cardholder Portal Log In Page—Enter PIN __________________________________ 7-94 Figure 7-48 Cardholder Portal—Main Page ____________________________________________ 7-95 Figure 7-49 Cardholder Portal—Help Topics ___________________________________________ 7-95 Figure 7-50 States for which FIS has provided EBT Retailer Customer Service _________________ 7-98 Figure 7-51 Online Information Guide—Retailer Page ___________________________________ 7-102 Figure 7-52 Retailer Call Tracking (Example Ticket) ____________________________________ 7-103 Figure 7-53 Merchant Portal Deposit Page ____________________________________________ 7-107 Figure 7-54 EBT Problem Escalation ________________________________________________ 7-112 Figure 7-55 Arkansas Client Tri-Fold Pamphlet – English (sample) ________________________ 7-117 Figure 7-56 Sample Card Carrier - Front _____________________________________________ 7-118 Figure 7-57 Online Documentation Library Page _______________________________________ 7-124 Figure 7-58 webADMIN Web-based Tutorial Menu _____________________________________ 7-125 Figure 7-59 webADMIN Online Help Menu and Expanded Help Example ____________________ 7-126 Figure 7-60 Aged Authorization Detail Report _________________________________________ 7-132 Figure 7-61 Aged Authorization Action Report _________________________________________ 7-133 Figure 7-62 ATM/POS Transaction Request ___________________________________________ 7-136 Figure 7-63 Denied Receipt (Sample) ________________________________________________ 7-139 Figure 7-64 Offline Food Voucher ___________________________________________________ 7-148 Figure 7-65 Merchant Portal–Voucher Clear Processing Page ____________________________ 7-154 Figure 7-66 ebtEDGE System POS Receipt ____________________________________________ 7-158 Figure 7-67 Manual Card Entry Report-Merchant ______________________________________ 7-159 Figure 7-68 Manual Card Entry-County/Local Office Report ______________________________ 7-159 Figure 7-69 Adjustment Process _____________________________________________________ 7-162 Figure 7-70 Adjustment Transaction Detail Report ______________________________________ 7-163 Figure 7-71 Adjustment Transaction Activity Report _____________________________________ 7-163 Figure 7-72 Monthly Transaction Fee Report __________________________________________ 7-170 Figure 7-73 Postcard Notification to Retailers (Sample) __________________________________ 7-173 Figure 7-74 New Merchant Registration Page __________________________________________ 7-174 Figure 7-75 Retailer Agreement Page ________________________________________________ 7-174 Figure 7-76 Retailer Accepts Agreement ______________________________________________ 7-175 Figure 7-77 Retailer Store Information Page ___________________________________________ 7-175 Figure 7-78 Retailer Instructions for Returning Agreement to FIS __________________________ 7-176 Figure 7-79 FIS EBT Gateway Connections ___________________________________________ 7-178 Figure 7-80 Out-Of-State Activity Report ______________________________________________ 7-179 Figure 7-81 Out-Of-State Activity Summary Report _____________________________________ 7-180 Figure 7-82 VeriFone VX 510LE Product Information ___________________________________ 7-184 Figure 7-83 VeriFone PINpad 1000SE Product Information ______________________________ 7-185 Figure 7-84 Equipment Replacement By Mail __________________________________________ 7-188 Figure 7-85 ebtEDGE System POS Receipt ____________________________________________ 7-189 Figure 7-86 Retailer Money Movement _______________________________________________ 7-199 Figure 7-87 Balance Verification Report ______________________________________________ 7-201 Figure 7-88 Clearing Statement (Sample) _____________________________________________ 7-204 Figure 7-89 Daily Activity—Authorizations Report ______________________________________ 7-206 Figure 7-90 Daily Activity–Terminal Report ___________________________________________ 7-207 Figure 7-91 Daily Activity Summary Report ___________________________________________ 7-208 Figure 7-92 Daily Database Value Report _____________________________________________ 7-209 Figure 7-93 Agency Reconciliation Report ____________________________________________ 7-210 Figure 7-94 Daily ASAP Balancing Report ____________________________________________ 7-211 Figure 7-95 Cash Issuance Report ___________________________________________________ 7-212 Figure 7-96 Cash Balancing Report __________________________________________________ 7-212 Figure 7-97 FAP Settlement Flow ___________________________________________________ 7-217 Figure 7-98 Cash Settlement Flow ___________________________________________________ 7-218 Figure 7-99 AMA Batch Issuance Report ______________________________________________ 7-222 Figure 7-100 Data Warehouse Client Search – Result Page (Sample) ________________________ 7-225


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June 12, 2012 3-9 ITN 02F12GC1

Figure 7-101 Data Warehouse Merchant Search – Result Page (Sample) _____________________ 7-226 Figure 7-102 Data Warehouse Client Transaction Search Page (Sample) _____________________ 7-227 Figure 7-103 Data Warehouse Client Transaction Search – Result Page (Sample) ______________ 7-228 Figure 7-104 Data Warehouse Merchant Transaction Search–Result Page (Sample) ____________ 7-228 Figure 7-105 Report Frequency Indicator ______________________________________________ 7-230 Figure 7-106 Reports Page __________________________________________________________ 7-231 Figure 7-107 Selected Report via the Web Interface ______________________________________ 7-231 Figure 7-108 webADMIN Report Library ______________________________________________ 7-232 Figure 7-109 Daily Activity Report—Authorizations ______________________________________ 7-234 Figure 7-110 Terminal Activity Report _________________________________________________ 7-236 Figure 7-111 Terminal Activity Summary – Retailer Report ________________________________ 7-237 Figure 7-112 Agency Reconciliation Report ____________________________________________ 7-237 Figure 7-113 Terminal Activity Summary – State Report __________________________________ 7-238 Figure 7-114 Clearing Statement _____________________________________________________ 7-238 Figure 7-115 Daily Database Value Report _____________________________________________ 7-239 Figure 7-116 Session Activity Report __________________________________________________ 7-240 Figure 7-117 Card Order Report _____________________________________________________ 7-240 Figure 7-118 FIS Card Services VAM Mailed Cards Report ________________________________ 7-241 Figure 7-119 Batch Refresh Total Report ______________________________________________ 7-242 Figure 7-120 Batch Refresh Error Report ______________________________________________ 7-243 Figure 7-121 ADMIN Activity-Authorizations Report _____________________________________ 7-243 Figure 7-122 Merchant Voucher Activity Report _________________________________________ 7-244 Figure 7-123 Monthly Utilization—Location Report ______________________________________ 7-245 Figure 7-124 Monthly Utilization Summary Report _______________________________________ 7-245 Figure 7-125 Denial Code Breakdown Report ___________________________________________ 7-246 Figure 7-126 Denial Code Breakdown Summary Report ___________________________________ 7-247 Figure 7-126 Project Status Report ___________________________________________________ 7-248 Figure 7-127 Inventory Report (Sample) _______________________________________________ 7-249 Figure 7-128 Network Statistics Report ________________________________________________ 7-250 Figure 7-129 Network Statistics Summary Report ________________________________________ 7-250 Figure 7-130 Transaction Statistics by Hour Report ______________________________________ 7-251 Figure 7-131 Transaction Summary By Hour Report _____________________________________ 7-251 Figure 7-132 Transaction Summary by Day Report _______________________________________ 7-252 Figure 7-133 Transaction Frequency Report ____________________________________________ 7-252 Figure 7-134 Management Statistics Report ____________________________________________ 7-253 Figure 7-135 Card Issuance/Replacement Report ________________________________________ 7-254 Figure 7-136 Transaction Fee Report _________________________________________________ 7-254 Figure 7-137 User Access Report _____________________________________________________ 7-255 Figure 7-138 Access Definition Report ________________________________________________ 7-255 Figure 7-139 AMA Batch Issuance Report ______________________________________________ 7-258 Figure 7-140 ACH Activity–Direct Deposit Report _______________________________________ 7-264 Figure 7-141 U.S. Bank Moody’s, S&P, Fitch, and DBRS Rankings __________________________ 7-269 Figure 7-142 ReliaCard Funding Process Map __________________________________________ 7-270 Figure 7-142 Standard ReliaCard Design Shown ________________________________________ 7-275 Figure 7-143 Project Status Report Format _____________________________________________ 7-316 Figure 7-144 Test Matrix (Sample) ___________________________________________________ 7-321 Figure 7-145 Problem Report ________________________________________________________ 7-322 Figure 7-146 Training Plan Table of Contents (Sample) ___________________________________ 7-326 Figure 7-147 EBT Reports Manual (Excerpted pages) ____________________________________ 7-328 Figure 7-148 Settlement and Reconciliation Procedures Manual (Excerpted Pages) _____________ 7-335 Figure 7-149 ebtEDGE webADMIN User Manual Table of Contents _________________________ 7-337 Figure 7-150 ACH Activity–Direct Deposit Report _______________________________________ 7-340 Figure 8-1 High-level Project Tasks ___________________________________________________ 8-7 Figure 8-2 Add User Screen ________________________________________________________ 8-63 Figure 8-3 Change Password Button _________________________________________________ 8-63 Figure 8-4 Change Password Panel __________________________________________________ 8-64 Figure 8-5 Account Details Screen ___________________________________________________ 8-65


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June 12, 2012 3-10 ITN 02F12GC1

Figure 8-6 Add Card/Cardholder and Change PIN Screens _______________________________ 8-66 Figure 8-7 Product Screen with APL _________________________________________________ 8-67 Figure 8-8 Product Screen with Categories List ________________________________________ 8-67 Figure 8-9 Product Screen with Subcategories List ______________________________________ 8-68 Figure 8-10 Subcategories Screen ____________________________________________________ 8-68 Figure 8-11 Product Screen with UPC/PLU List _________________________________________ 8-69 Figure 8-12 Product Details Screen ___________________________________________________ 8-69 Figure 8-13 Default Screen under the Accounts Section of the WIC Direct WUI ________________ 8-71 Figure 8-14 Account Details Screen ___________________________________________________ 8-71 Figure 8-15 Account Details Screen with Cardholders Panel _______________________________ 8-72 Figure 8-16 Account Details Screen with Current and Future Benefits _______________________ 8-73 Figure 8-17 Cards Screen with Search Options __________________________________________ 8-74 Figure 8-18 Issue Benefits Screen ____________________________________________________ 8-75 Figure 8-19 Account History Screen with Search Criteria__________________________________ 8-76 Figure 8-20 Account History Screen with Search Criteria__________________________________ 8-77 Figure 8-21 Retail History Screen with Search Criteria ___________________________________ 8-79 Figure 8-22 Account Details Screen with Transactions Link ________________________________ 8-80 Figure 8-23 Account History Search Screen ____________________________________________ 8-81 Figure 8-24 Vendor Details Screen with Transaction Search Link ___________________________ 8-81 Figure 8-25 Vendor Details Search Screen _____________________________________________ 8-82 Figure 8-26 ACH History Summary Screen _____________________________________________ 8-83 Figure 8-27 ACH History Details Screen _______________________________________________ 8-83 Figure 8-28 Sample WIC Cardholder Portal Page _______________________________________ 8-86 Figure 8-29 Cardholder’s PIN is Never in the Clear ______________________________________ 8-88 Figure 8-30 VeriFone VX 570 Product Information _____________________________________ 8-100 Figure 8-31 Honeywell Adaptus® 3800g Barcode Scanner _______________________________ 8-101 Figure 8-32 VeriFone PINpad 1000SE Product Information ______________________________ 8-102 Figure 8-33 Select a Format Drop-Down Menu with Export Link __________________________ 8-104 Figure 8-34 Excel Spreadsheet ______________________________________________________ 8-105 Figure 9-1 FIS has Wireless POS Customers from Coast to Coast __________________________ 9-10 Figure 9-2 VeriFone VX 610 Product Information ______________________________________ 9-11 Figure 9-3 FIS Fraud Management System ____________________________________________ 9-13 Figure 9-4 webADMIN Report Library _______________________________________________ 9-18 Figure 9-5 Samples of Photos on EBT Cards ___________________________________________ 9-21 Figure 10-1 Project Status Report ___________________________________________________ 10-15 Figure 10-2 Inventory Report (Sample) _______________________________________________ 10-16 Figure 10-3 Monthly Report Card (Sample for the State of Florida) _________________________ 10-17


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June 12, 2012 3-11 ITN 02F12GC1

Tables List of Tables

Table 4-1 CDP Team Experience Table ______________________________________________ 4-22 Table 5-2 Current U.S. Bank ReliaCard® Visa® Government Partners (partial listing) __________ 5-26 Table 5-3 FIS’ Conversion Experience _______________________________________________ 5-32 Table 5-4 Experience Responding to Changing Customer Needs __________________________ 5-40 Table 5-5 CDP Experience Responding to Changing Customer Needs ______________________ 5-44 Table 5-6 U.S. Bank Experience Responding to Changing Customer Needs _________________ 5-45 Table 5-7 FIS Government Customer Qualifications ____________________________________ 5-48 Table 5-8 FIS Government WIC Customer Qualifications ________________________________ 5-49 Table 5-9 CDP, Inc. Customer Qualifications _________________________________________ 5-50 Table 5-10 U.S. Bank Customer Qualifications _________________________________________ 5-52 Table 6-1 FIS’ Florida EBT Project Team Roles and Responsibilities ______________________ 6-15 Table 7-1 Inquiry/Update Transactions - FIS’ Agency Portal Location ______________________ 7-21 Table 7-2 Security Profile Examples ________________________________________________ 7-45 Table 7-3 Back-up Component Locations ____________________________________________ 7-64 Table 7-4 Notification Methods ____________________________________________________ 7-67 Table 7-5 Customer Service Performance Standards ____________________________________ 7-82 Table 7-6 IVR Functions __________________________________________________________ 7-86 Table 7-7 CSR Resolution of Cardholder Calls ________________________________________ 7-90 Table 7-8 CSR Resolution of Retailer Calls __________________________________________ 7-105 Table 7-9 Training Methods and Materials Provided by Type of Retailer ___________________ 7-119 Table 7-10 State Staff Training _____________________________________________________ 7-122 Table 7-11 Transaction Availability and Responsiveness ________________________________ 7-166 Table 4-12 Current U.S. Bank ReliaCard® Visa® Government Partners (partial listing) _________ 7-274 Table 4-13 U.S. Bank ReliaCard® Visa Overview _____________________________________ 7-275 Table 4-14 Current U.S. Bank ReliaCard® Visa® Government Partners (partial listing) _________ 7-279 Table 4-15 Current U.S. Bank AccelaPay® Partners (partial listing) ________________________ 7-279 Table 7-16 Documentation Deliverables _____________________________________________ 7-291 Table 7-17 Functional Design Document Sections ______________________________________ 7-318 Table 7-18 System Operations/Interface Procedures Manual Summary _____________________ 7-319 Table 7-19 EBT Reports Manual ___________________________________________________ 7-327 Table 7-20 Retailer Marketing and Recruitment Activities _______________________________ 7-329 Table 7-21 Settlement/Reconciliation Manual _________________________________________ 7-333 Table 4-22 Current U.S. Bank ReliaCard® Visa® Government Partners (partial listing) _________ 7-344 Table 8-1 Project Management Principles _____________________________________________ 8-6 Table 8-2 Interface Manual Summary _______________________________________________ 8-22 Table 8-3 Cardholder Portal Functions _______________________________________________ 8-87 Table 8-4 Levels of Vendor Service _________________________________________________ 8-97 Table 8-5 Program Management Reports ____________________________________________ 8-105 Table 8-6 FIS WIC Project Profiles ________________________________________________ 8-116


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—END OF TOC—


4 Executive Overview 4.2.5.1 Understanding of Statement of Need

June 12, 2012 4 -1 ITN 02F12GC1

4 Executive Overview ITN Section 4.2.5 This section of the ITN requires the Respondent to describe and provide evidence of their capabilities to perform the scope and types of tasks required by DCF. DCF will allow the Respondent’s to subcontract one (1) or more required services to another vendor therefore a prospective Respondent’s experience, combined with that of any subcontractor(s), must demonstrate the capability to successfully meet the requirements of this ITN. A Respondent’s Executive Overview must include its understanding of the statement of need and EBT Regulatory Compliance requirements (Appendix IV.l.).

FIS’ goal is to provide Florida DCF the full suite of products and services you have carefully outlined in your ITN, including complete, end-to-end EBT systems and nationally-recognized customer service. As a market leader in providing EBT services to 26 EBT projects during the past twenty years, FIS clearly understands the current budgetary constraints under which states must operate today and offers value-priced services for these challenging economic times.

After a careful review of the State of Florida’s ITN, we have drafted this response to demonstrate our understanding of the State’s specific EBT needs. This Executive Summary and our Technical Proposal document FIS’ knowledge of and ability to perform the EBT services and all associated tasks required by the Florida Department of Children and Families (DCF) as outlined in this ITN and supporting documentation. We understand and will comply with all EBT Regulatory Compliance Requirements listed in Appendix IV.I of the ITN.

We are a flexible company, prepared for the changing needs of our state clients and will be ready with full support to add or enhance any program should changes be mandated by law or requested by the Department. We look forward to serving as a partner to the Department and assisting your team in evaluating and developing the technical solutions needed to support your growth and future needs. FIS is committed to working with you in a cooperative and responsive manner.



June 12, 2012 4 -2 ITN 02F12GC1

Never Compromise.

FIS Executive Summary

FIS is a strong, solid corporation (NYSE:FIS) with over 14,000 customers worldwide.

FIS has an impeccable track record of service to our customers, a fact backed up by our customer satisfaction surveys.

FIS Government Solutions delivers stellar processing with more than 99.9% system uptime.

FIS executes meticulous installations using project management skills proven in 26 EBT projects.

FIS Government Solutions innovates with EBT, wireless solutions, WIC EBT, child care payment, prepaid debit card solutions, disaster recovery solutions, and numerous emerging solutions to improve the overall EBT experience for all stakeholders.

FIS’ competitive pricing contributes directly to your bottom line. We deliver what we promise. Period.

FIS will provide a full-service, turnkey EBT solution for the programs requested:

Food Assistance Program (FAP)

Temporary Cash Assistance

Refugee Assistance

Optional State Supplementation

Personal Needs Allowance Supplementation

Food Assistance Employment & Training Benefits

FIS has the ability and the flexibility to add new programs and services that may be mandated by law or requested by the Department throughout the contract term. FIS will provide these solutions to Florida DCF with as little disruption or change to your current operations as possible and with no interruption of services to clients or retailers.

FIS IS A STRONG, SOLID WORLDWIDE CORPORATION

FIS is the world’s top-ranked technology provider to the banking industry. For the past 40 years, FIS has served the unique needs of financial services organizations around the world, helping them compete more effectively in a rapidly changing global marketplace.



June 12, 2012 4 -3 ITN 02F12GC1

Every solution FIS offers – including our EBT processing for State government agencies, payments processing, core banking, risk management, and consultative services – is built on a client-centric foundation that supports strong strategic partnerships with more than 14,000 financial institutions and 100,000 merchants in more than 100 countries supported by over 32,000 employees.

FIS delivers comprehensive solutions to more markets in more industries in more countries than anyone else in the world. Our vision is to leverage FIS’ solution breadth, market reach, client relationships and industry expertise to provide our clients with the resources to transform the way they do business.

Figure 4-1 FIS has built a strong foundation centered on its clients

As the leading FinTech provider, FIS settles more than $1.2 trillion annually and provides more than 151 million prepaid cards, 78 million debit cards, 71 million credit cards, 380,000 ATMs, and two million POS locations. We process banking transactions for more than 310 million bill payments annually and 500 million demand deposit accounts, and we score more than 80 percent of the new deposit accounts opened in North America.

FIS has compiled the most complete banking and payments portfolio in the market, with more than 300 banking and payments solutions. Our company invests more than $300 million annually in next-generation advancements, bringing to our clients the innovation they need to compete and win during changing times.



June 12, 2012 4 -4 ITN 02F12GC1

Figure 4-2 FIS has a complete banking and payments solutions portfolio

Market Leadership Our strategic focus has been on helping our clients forge lasting, successful relationships with their customers, and on solving their most complex business challenges. Wherever and however consumers and businesses transact, FIS will power their financial needs with market-leading solution23s.

FIS invests heavily in technology and product innovation, with more than $300 million in capital investments targeted for 2012. These investments will deliver the following benefits to our clients:

Lowered total cost of ownership

Improved profitability

Streamlined operating leverage

Integrated data and delivery

Minimized risk

Improved client service

Multi-channel customer access

Consistent, timely, and complete account information

Consolidated reporting



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FIS’ overall strategy has resonated well with clients of all sizes and from various market segments, including some of the world's most successful banks, credit unions, government agencies, healthcare entities, and financial services organizations:

Eight of the top 10 global banks

18 of the top 25 national retailers

Nearly 75 percent of U.S. credit unions

We are also the partner of choice powering many of the leading direct-to-consumer integrated financial services offerings, including such brands as Ally Bank, MetLife, Sallie Mae, Schwab Bank, TD Ameritrade, and E*TRADE, among others.

This approach has received industry-wide recognition. FIS was named #1 on the 2011 FinTech 100 rankings. Our company also received other accolades, including:

Ranked #3 on the Barron’s 500 for 2011

Ranked #426 on the Fortune 500 and #967 on the Forbes Global 2000

Received 2011 “Paybefore Awards” Best-in-Category by Celent, IBM and Visa

Recognized by Celent for "Outstanding Customer Service" during the implementation of the company's mobile banking solutions to more than 200 institutions

Named Company of the Year for "Operational Excellence and Quality" at the economictimes.com BPO Industry Awards in New Delhi

Winner of the IBM® Beacon Award for "Outstanding Enterprise Application Solution" for technical excellence and innovative solutions based on its core Profile® conversion for Government Savings Bank (GSB) in Thailand

Most-used and most-admired core banking vendor by CIOs of the top 120 banks in North America by asset size, according to Aite Group

“Best Prepaid Service Provider” according to European prepaid industry key representatives

No. 1 mobile banking vendor according to ABI Research



June 12, 2012 4 -6 ITN 02F12GC1

Payment Solutions Our Payment Solutions division services payment and electronic funds transfer needs by providing a comprehensive set of software and services for the EFT, card processing, item processing, bill payment, and government and healthcare payments processing needs of our customers.

Electronic Funds Transfer - Our electronic funds transfer and debit card processing businesses offer settlement and card management solutions for financial institution card issuers. We provide traditional ATM- and PIN-based debit network access and emerging real-time payment alternatives through NYCE. We are also a leading provider of prepaid card services which is a fast growing channel. Services include gift cards and reloadable cards with end-to-end solutions for development, processing, and administration of stored-value programs.

Item Processing and Output Services - Our item processing services furnish our clients with the equipment needed to capture data from checks, transaction tickets, and other items; image and sort items; process exceptions through keying; and perform balancing, archiving, and the production of statements. Services are performed at one of our item processing centers located throughout the U.S. or on-site at customer locations. Our extensive solutions include distributed data capture, check and remittance processing, fraud detection, and document and report management.

Output services that are ancillary to our primary payment solutions include print and mail capabilities and card personalization fulfillment services. Our print and mail services offer complete computer output solutions for the creation, management, and delivery of print and fulfillment needs.

Credit Card Solutions - Thousands of financial institutions utilize a combination of our technology and or/services to issue VISA®, MasterCard®, or American Express® branded credit and debit cards or other electronic payment cards for use by both consumer and business accounts. Our services range from card production and activation to an extensive range of fraud management services to value-added loyalty programs designed to increase card usage and fee-based revenues. The majority of our programs are full service, including most of the operations and support necessary for an issuer to operate a credit card program. We do not make credit decisions for our card issuing

FIS Payment Solutions Highlights

Support for more than 71 million credit card accounts, 42 million loyalty accounts, 151 million prepaid cards and 78 million debit cards

More than 7,000 debit, credit and checking account loyalty and rewards programs

More than 680 million prepaid card transactions processed annually, representing over $35 billion in value

More than 316 million bill payments processed annually

Support more than 380,000 ATMs globally and two million POS locations through its NYCE



June 12, 2012 4 -7 ITN 02F12GC1

customers, nor do we fund their receivables. In addition, our merchant card processing service provides everything a financial institution needs to manage its merchant card activities including point-of-sale equipment, transaction authorization, draft capture, settlement, chargeback processing, and reporting.

ePayment Solutions – We provide reliable and scalable bill publishing and bill consolidations technology for our customers, generating millions of monthly bills and servicing both billers and financial institution customers. Online bill payment functionality includes credit and debit card-based expedited payments. Our end-to-end presentment and payment solution provides an all-in-one solution to meet billers’ needs for the distribution and collection of bills and other customer documents. FIS also provides automated clearing house processing.

Check Authorization - Our check authorization business provides check risk management and related services to businesses accepting and cashing checks. Our services assess the likelihood (and often provide a guarantee) that a check will clear. Our check authorization system uses artificial intelligence modeling and other state-of-the-art technology to deliver accuracy, convenience, and simplicity to retailers.

Financial Summary FIS is traded on the New York Stock Exchange under the ticker symbol 'FIS.' FIS is a member of the S&P 500 index with a market capitalization of over $7 billion.

Detailed financial information, including the latest Annual Report, earnings materials, and SEC filings can be found at http://www.investor.fisglobal.com/.

FIS GUIDING PRINCIPLES

FIS operates with five guiding principles that support our key areas of focus:

1. Client Focus. Value every client, protect each relationship and never compromise our unmatched standards of excellence.

2. Employee Engagement. Drive a high degree of employee engagement, while upholding the highest standards of openness, honesty and ethical behavior.

3. Market Leadership. Lead the markets we serve by delivering unparalleled value through our entrepreneurship, technology leadership and financial expertise.

4. Operational Performance. Strive to establish best practices and to deliver premier performance, simplifying and improving daily processes, while limiting bureaucracy.

5. Community Involvement. Give back to the global communities in which we live and work, through philanthropic and civic involvement.



June 12, 2012 4 -8 ITN 02F12GC1

Community Involvement One of FIS’ core values has always been our commitment to give back to the communities in which we live and work, through philanthropic contributions and personal involvement. To support and advance this core value, FIS has established “The FIS Charitable Foundation” (the Foundation), a non-profit, non-stock corporation that serves as the primary source for corporate charitable contributions.

The Foundation complements the philanthropic and volunteer efforts of our employees by providing financial support to qualified organizations operating within our areas of focus: Education, Health and Human Services, and Community Development.

In establishing the Foundation, we have created a new set of Charitable Giving Guidelines. They provide information regarding:

Our Mission: Giving back to the communities in which we live and work

FIS Charitable Giving Focus Areas: Education, Health & Human Services, and Community Development

The FIS Corporate Charitable Contributions Committee

Local Charitable Contributions Committees at our largest locations

COMPANY HISTORY

FIS traces its history to the 1960s with the inception of data processing services at Marshall & Ilsley Bank (the predecessor to Metavante) in 1964 and with the launch of the Systematics core banking solution in 1968. Over subsequent decades, the company has continued to expand its service offerings for financial institutions of all sizes, including credit unions, community banks, and more.

Beginning in the late 1990s, the company experienced explosive growth and change – acquiring more than 40 companies including such industry leaders as Certegy (2006), eFunds (2007), Metavante (2009) and Capco (2010). This acquisition growth enabled the company to expand its current banking and payment capabilities while entering into new global markets. A former subsidiary of Fidelity National Financial (FNF), FIS was spun off into a separate, publicly traded and NYSE-listed company (NYSE: FIS) in 2006.

The combination of organic and external growth has positioned FIS as the #1 technology provider for the financial services industry. Through the visionary leadership of its management and its philosophy of providing premier service to its clients, FIS remains on a short list of providers capable of offering so much breadth and depth of its solutions to so many financial institutions, government entities, and retailers throughout the world.



June 12, 2012 4 -9 ITN 02F12GC1

Figure 4-3 Multiple acquisitions through the years have contributed to FIS’ extensive growth and ability to provide a wide variety of financial services

FIS Government Experience FIS provides an extensive and robust range of EBT services to 45 of the 50 states. We offer a full end-to-end suite of EBT processing services for all EBT programs available. Our total solution includes wireless POS terminals, EBT transaction acquiring and switching, child care payment solutions, debit card payment solutions, WIC EBT services, and a host of products and services designed to support the various needs of our State and vendor client base in these rapidly changing technological times.



June 12, 2012 4 -10 ITN 02F12GC1

We are the prime EBT contractor (dark green on the map) for Arkansas, the District of Columbia, Kansas, Minnesota, Missouri, North Carolina, North Dakota, Oregon, South Dakota, Tennessee, and Wisconsin. We serve as the EBT processor for New Hampshire, Rhode Island and Vermont. We provide subcontractor services, such as EBT transaction acquiring and switching services, retail contracting and support, customer service, and project management and development, in numerous other states (light green).

FIS supports EBT services from multiple locations throughout the United States with primary EBT services located in the metropolitan Milwaukee, Wisconsin area. All EBT services are U.S.-based.

Figure 4-4 FIS Processing Locations

FIS DELIVERS CUSTOMER SATISFACTION

FIS is committed to providing excellent customer service and award-winning products, which enable our clients to reduce transaction and infrastructure costs, detect potential fraud, and enhance relationships with their customers.

FIS’ philosophy is simple: Never Compromise. On Quality. On Service.

FIS is known in the EBT industry for our satisfied customers. We maintain this client satisfaction the old-fashioned way: we talk with you and listen to what you say.



June 12, 2012 4 -11 ITN 02F12GC1

We deliver what we promise. Period.

We measure client satisfaction:

DAILY - when your staff contact us for help

MONTHLY - when our project and account managers meet with the State project managers to provide the Report Card of how we performed and met your expectations

ANNUALLY - when we conduct the Customer Satisfaction survey

Year after year, on the annual survey our EBT customers rate FIS “excellent.”

The annual rating is the result of client satisfaction built on FIS’ daily interaction with you. We recognize that the success of any EBT Project is directly related to effective communication among all parties involved in the project. Florida DCF staff must have a timely and accurate flow of information, in addition to access to EBT project staff.

As one of our core values of Client Focus, FIS has an excellent history of working closely with our customers and service providers and suppliers to help ensure that open lines of communication are created and maintained. FIS’ communication approach and tools allow us to closely monitor and maintain satisfaction among our EBT clients.



June 12, 2012 4 -12 ITN 02F12GC1

FIS EXECUTES METICULOUS PROJECT INSTALLATIONS

FIS has never missed an EBT conversion date.

Throughout our two decades-long EBT experiences, we have developed and refined our project management techniques, controls, and reporting mechanisms. We have a flawless reputation of implementing and converting all of our projects on time. FIS’ project management approach includes:

A detailed, phased approach to the entire project with all activities and anticipated timeframes, and estimated completion dates clearly defined in a Project Work Plan.

A detailed Requirements Document that provides specifications necessary for the batch and administrative interfaces from the State’s system to the FIS ebtEDGE System, the webADMIN platform, and card and PIN issuance for state clients. This document will be considered a working document until requirements have been satisfied and any outstanding items have been resolved.

Standardized procedures for system modifications and enhancements, change requests, quality control, and other quantifiable processes.

Use of automated tools, such as Microsoft Project, for comprehensive project control and reporting purposes.

Regular project status meetings between the many FIS Project Staff teams and our State client’s Project Staff.

Regular communication between the Project Manager, senior management and members of the Government Solutions Oversight Management Committee regarding the status of the Project and any issues or concerns.

Quality assurance checkpoints for all major project deliverables including planning documents, testing processes, and other required deliverables. Our Project Team will work together to define the quality metrics, which can be used for each deliverable.



June 12, 2012 4 -13 ITN 02F12GC1

FIS GOVERNMENT SOLUTIONS DELIVERS CUSTOMER SERVICE

FIS has a wealth of customer service experience, having provided EBT client and retailer customer service to 37 EBT projects. We will deliver superior customer service and 24/7 professional support for your EBT cardholders and retailers.

Florida State and local office staff will be expertly trained and supported by State Support services to handle and resolve any operational issues they may encounter. We understand changing EBT systems will require Florida DCF staff training and our training team will support you during the transition until you become experts on the ebtEDGE System.

Training on the Internet FIS is a leader in easy-to-use and self-paced training using an Internet browser. All a client, retailer or Florida DCF staffer needs to access information at www.ebtEDGE.com is Internet access and a browser. Point. Click. Learn.



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FIS GOVERNMENT SOLUTIONS DELIVERS STELLAR PROCESSING

FIS recognizes that our customers value efficient and reliable delivery of processing. Our ebtEDGE System processing speeds and accuracy rates far exceed federal guidelines—a deliberate outcome of FIS’ technology design and management approach. To maintain superior performance, FIS created several significant benchmark tests that fine-tune the software product, increase performance, outline processing characteristics, and improve throughput. We demand that all participating third-party processors also agree to comply with processing speeds and availability standards.

ebtEDGE System Enhancements FIS is committed to ensuring that our EBT product services are state-of-the-art, current with industry trends and compliant with federal regulations. In addition to the direct enhancements for states, FIS ensures that our infrastructure continues to be enhanced by regularly adding or upgrading CPU, disks, servers, and ports.



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FIS GOVERNMENT SOLUTIONS INNOVATES

FIS uses our EBT and transaction processing expertise to develop and implement solutions that complement EBT including Child Care (Time and Attendance Tracking or Parent Pays Provider), electronic payment cards, online WIC EBT (Women, Infants and Children), wireless payments, and more.

We are at the forefront of the wireless payments revolution as the only EBT processor with a proven, viable wireless payments solution using the VeriFone Vx 610 POS device. Our Wireless Payments solution allows FNS-certified farmers’ markets, roadside vendors, and route vendors or any facility without a dedicated, wired POS device to actively participate in the EBT program.

Wireless technology opens the door of these retailers to EBT cardholders, and for EBT cardholders to local sources of fresh and healthy foods—a win-win for all participants. Our Wireless Payments Solution is successfully used by farmers’ markets coast-to-coast, including at the Human Services Coalition of Dade County Farmers Market in Florida.

All of our solutions are available to Florida DCF to streamline your operations and improve your bottom line.



June 12, 2012 4 -16 ITN 02F12GC1

FIS GOVERNMENT SOLUTIONS CONTRIBUTES TO YOUR BOTTOM LINE

Although bottom lines are fluid, based on the needs of each EBT stakeholder, FIS Government Solutions delivers direct benefit to your bottom line:

STAKEHOLDER WHAT IS MY BOTTOM LINE? WITH FIS?Cardholders Can I get my benefits when I need them? YES

Florida DCF Staff Does the system I use every day help me to do my job effectively? YES

Your Project Director Do I have the reporting I need to manage the EBT processor? YES

Your Finance Team Is the State benefitting from value pricing? YES

OUR SERVICE COMMITMENT TO FLORIDA DCF:

Begin a successful partnership with you

so you can achieve your goals and objectives

with hassle-free daily operations

and superior total system performance,

all of which is value-priced.



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FIS’ WIC SERVICES PARTNER: CUSTOM DATA PROCESSING, INC.

FIS is proud of our strategic partnership with Custom Data Processing, Inc. (CDP) for the provision of WIC EBT services. CDP is a subchapter S, sole proprietorship, incorporated in the State of Illinois. The founder and owner of the company, Jack Marston remains active in the company, serving as President. Stan Cochran serves as the Chief Executive Officer.

CDP is a nationally-recognized corporation specializing in custom software solutions for the public healthcare industry. They are one of only a handful of companies worldwide that focus on the public health market, with applications ranging from environmental inspections to electronic medical records to WIC.

CDP’s healthcare portfolio includes over 30 years’ experience in custom software development, hosted software applications, web-based and mobile application development, network services, and a full-range of customer support services. CDP understands government processes and regulations in the public healthcare industry, having developed customized solutions to help agencies meet federal and state guidelines and electronic business requirements.

CDP is a small company with huge talent and great expertise in the field of WIC MIS and e-WIC. CDP has a team of nationally-recognized experts in e-WIC software, systems development, retail integration management, quality assurance, and WIC program management. Members of their WIC Direct team serve on committees developing national standards for WIC CVB, smart card WIC EBT, online WIC EBT, and ANSI X9.93. Additionally, CDP staff includes three former Kentucky WIC program managers in the areas of clinic management, vendor management, and WIC UPC database development. Members of this highly qualified team will be assigned to the Florida WIC Project should the State choose to implement this optional service.

Online WIC Partnering with our subcontractor, Custom Data Processing, Inc. (CDP), FIS is a leader in the transition of WIC from paper to electronic delivery of benefits, known as WIC EBT or e-WIC. Throughout the nation, the FIS Team, comprised of members from FIS and CDP, currently provides a number of unique services to the WIC community that help deliver WIC EBT benefits to clients, as well as streamline operations to retailers. FIS is the prime contractor for the State of West Virginia e-WIC Project, and a subcontractor for WIC Projects in the Chickasaw Nation and the states of Nevada, Kentucky, and Vermont.

CDP is…

Flexible

Responsive

Customer-Focused



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WIC Direct was built by our subcontractor and e-WIC partner, CDP, as a collaborative effort working with Kentucky WIC, the FNS national office, and a representation of vendor and TPP stakeholders. It has been the seed bed for innovation and standardization of WIC EBT business practices, as well as technical innovation. It is a state-of-the-art software solution designed with the intent of government ownership and transferability between state agencies.

The WIC Direct processing platform is the core of the technology being proposed for Florida; a proven product built specifically to address the complex needs of WIC EBT. It is currently used in Kentucky to provide online WIC EBT services and is in the process of being implemented in West Virginia.

WIC Direct continues to evolve. With each new State user, the features and functions of WIC Direct are expanded to incorporate that State’s vision for EBT. Every time this happens, the existing States reap the benefits of the new enhancements at no cost. All enhancements are made available to the entire user community. In this way, state agencies are assured that their WIC Direct EBT platform will not become outdated or obsolete. It will assure Florida of a proven product from the very beginning that offers a long and sustainable life cycle.



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FIS PREPAID SOLUTIONS PARTNER: U.S. BANK

FIS is proud of our strategic partnership for debit card services with our client, U.S. Bancorp. U.S. Bancorp is the parent company of U.S. Bank National Association (U.S. Bank). U.S. Bancorp is the fifth 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 and institutions in all 50 states. They provide financial services to 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, U.S. Bank’s annual reports, 10-K filings, and 10-Q filings are available online for public viewing.



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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 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 4-5 U.S. Bank Moody’s, S&P, Fitch, and DBRS Rankings

Government Prepaid Experience In 2001, U.S. Bank became the first electronic paycard vendor in the nation to implement a debit card solution for the disbursement of government payments when they successfully developed the ReliaCard® Visa® and launched the Colorado Child Support Program. That program has been renewed three times since and still functions today as



June 12, 2012 4 -21 ITN 02F12GC1

the original model for all government agency paycard solutions. At the same time, they also released the ReliaCard card for payroll applications and tailored it with the same great cardholder-friendly features and functions.

U.S. Bank remains one of the largest and most experienced issuers of prepaid cards in the nation–servicing hundreds of large government agencies and Fortune 500 corporations with the most widely-accepted and cost-effective prepaid cards available:

One of the largest issuers of Visa prepaid debit cards in the U.S.

Largest issuer of Visa corporate and purchasing cards in the world

Second largest issuer of Visa business cards in the world

Third largest merchant acquirer/processor in the U.S.

Fifth largest debit card issuer in the U.S.

One of the largest Visa gift card issuers (36+ million)

First to introduce the Visa Buxx® prepaid debit card – teen-targeted money management tool

First bank to introduce a disability claim-based Visa product

Member of the National Automated Clearly House Association (NACHA)

Charter member of both Visa and MasterCard and has served on Visa’s Board

Today, U.S. Bank is extremely proud that their government agency client list, 33 major agencies in 16 states, is one of the largest in the country, and their combined (ReliaCard and AccelaPay) active cardholder population has grown to over 2.3 million in all 50 states. These cardholders receive regular direct deposit payments to their debit cards and enjoy cash access within the massive U.S. Bank and MoneyPass ATM networks, combined with teller-assisted cash access at every Visa-branded bank and credit union across the country. And with Visa-branding comes the convenience and use of the card at the more than 30 million point of sale locations (brick and mortar, online or over the phone) in the world that accepts Visa debit. U.S. Bank provides POS purchases, returns, “cash back,” and declines. The U.S. Bank paycard portfolio has established a remarkable track record of success throughout the United States.

4.2.5.1 Understanding of Statement of Need Respondents will include information showing their understanding of the needs specific in this ITN.

FIS has carefully studied the material and all associated documentation contained in the State of Florida DCF’s Economic Self-Sufficiency Program Office Invitation to Negotiate for Electronic Benefits Transfer and Electronic Funds Transfer and the associated



June 12, 2012 4 -22 ITN 02F12GC1

Answers to the Vendors’ Questions. We have a thorough and clear understanding of the objectives and issues underlying the services requested. We believe that our proposed solution, contained in this proposal, fully describes how our approach to deliver all the requested services will meet the State’s objectives.

Following is a brief summary of what we believe are Florida’s main objectives for the new EBT contract and our understanding of each criteria.

EBT/EFT PROVIDER

FIS understands that the Department is seeking an EBT/EFT provider for services within the State of Florida that will include electronic payments and services for programs administered by the Department, and other State agencies today, as well as for the future delivery of benefits and services for other programs.

We understand the objectives of the Department include, but are not limited to:

Improving customer service and the timely and accurate delivery of cash, food, and other benefits to eligible recipients

Enhancing the efficiency and the effectiveness of the program’s administration and accountability

Improving the service delivery and decreasing the costs of the Disaster Services program

Reducing program fraud and abuse

Reducing overall benefit delivery costs.

FLORIDA’S EBT PROGRAMS

FIS is prepared to meet and exceed the State’s expectations as your next EBT provider. We are prepared for an on-time, smooth conversion of the following current programs:

Food Assistance Program

Temporary Cash Assistance

Refugee Assistance

Optional State Supplementation

Personal Needs Allowance Supplementation

Food Assistance Employment and Training



June 12, 2012 4 -23 ITN 02F12GC1

FLORIDA’S FUTURE PROGRAM GOALS

FIS will assist the Department in activating any future programs and services during the contract period. We are a flexible company, prepared for the changing needs of our state clients and will be ready with full support to add or enhance any program should changes be mandated by law or requested by the Department. We look forward to serving as a partner to the Department and assisting your team in evaluating and developing the technical solutions needed to support your growth and future needs. FIS is committed to working with you in a cooperative and responsive manner.

We recognize that the Department is considering the following future programs for conversion to either EBT or EFT, and we are equipped and eager to assist the State in these endeavors once the Department elects to move forward and receives the required federal approval:

Special Supplemental Nutrition Program for Women, Infants and Children (WIC)

Any programs administered by the Agency for Persons with Disabilities

Other Department programs, as identified.

NEW EBT CONTRACT TERM

FIS is prepared to enter into a three (3) year contract term, with an anticipated start date of July 1, 2013, with the understanding that the Department could extend that contract term for a period not to exceed (3) years, one (1) three year period, or for the term of the original contract, whichever period is longer.

FLORIDA’S REQUIRED EBT/EFT PROGRAM TASKS

Throughout our proposal, FIS describes in detail how we will meet all requirements of the Florida DCF outlined in the ITN. As an EBT provider to State and county government agencies for over 20 years, and a leading EFT provider for 34 years, FIS is confident that we can not only meet, but exceed, the Department’s expectations for your next provider. Our end-to-end solution continues to evolve along with the needs of our clients, and the ever-changing regulatory environment. Our ebtEDGE system, which is described in later sections, will fully support the required services for the Department, which include, but are not limited to:

Account Setup

Benefit Authorization

Account Maintenance



June 12, 2012 4 -24 ITN 02F12GC1

Card and PIN issuance

Training for Cardholders, Retailers, and Administrative Staff

Cardholder, Retailer, and State Customer Service

Transaction Processing, Routing and Switching

Retailer Management

Settlement Services

Reconciliation Services

EBT-only POS Services

Reporting

Fraud Detection/Prevention Management

Disaster Services

Additionally, FIS will perform all the required tasks for Florida DCF throughout the life of the contract, as needed to support the addition of future programs and services due to changing State and/or regulatory requirements.

ESSENTIAL PROGRAM COMPONENTS

FIS has carefully studied all program and service components and requirements provided in the ITN. We understand and will comply with all EBT Regulatory Compliance Requirements listed in Appendix IV.I of the ITN. Our response demonstrates how FIS will fully support and meet all requirements for all services, hardware, and software, as outlined by Florida DCF for the following key components of the next EBT contract:

EBT Administrative System

EBT Cards and PINs

Disaster Support and Recovery Services

Cardholder, Retailer, and State Customer Service

Training for Cardholders, Retailers, and Administrative Staff

Transaction Processing, Routing, and Switching

Retailer Management

Fraud Detection/Prevention Management/Investigations Support

Settlement and Reconciliation Services

Data Warehouse

EBT Reporting



June 12, 2012 4 -25 ITN 02F12GC1

State and Federal System Interfaces

EBT Account Structure and Benefit Delivery Model

Direct Deposit from the EBT Cash Benefit Account

Optional Services, to include but not limited to: ACH Services Branded Debit Cards WIC Services

In order to ensure a smooth conversion of products and services, and to maintain all required service levels and functions, the right team must be in place, dedicated to the Florida project from the first day of the executed contract. FIS will fully comply with all staffing requirements. We offer a team of highly skilled EBT professionals for the Florida EBT/EFT project and also have contingency plans in place for whenever additional staff is needed, or to step in for our Project Team during any periods of unexpected absence. We stand ready to move forward with the new contract with Florida DCF if selected as your new EBT provider and partner.



June 12, 2012 4 -26 ITN 02F12GC1

—END OF TAB 4—


5 Company Profile and Experience 4.2.6.1 Corporate and Organization Structure

June 12, 2012 5-1 ITN 02F12GC1

5 Company Profile and Experience ITN Section 4.2.6

4.2.6.1 Corporate and Organization Structure The Respondent shall provide a description of its corporate organization. In addition, the Respondent shall confirm that all customer service call center staff performing services under the terms and conditions of this award will be located within the United States.

FIS confirms that all customer service call center staff performing services under the terms and conditions of this ITN will be based within the United States.

FIS, a Fortune 500 company, is the leading provider of financial institution core processing; EBT processing for state government agencies; prepaid card solutions; card issuer and transaction processing services; and providing services for financial institutions and retailers throughout the world. Headquartered in Jacksonville, Florida, FIS has a strong global presence, serving more than 14,000 financial institutions in more than 100 countries worldwide. FIS has processing and technology relationships with 40 of the top 50 global banks, including eight of the top 10. FIS is a member of Standard & Poor’s (S&P) 500® Index, and were named the number one overall financial technology provider in the world by American Banker and Financial Insights (FinTech100).

We are also pleased to have been recognized by numerous industry experts for our strong market presence, service excellence, financial performance, and product innovation:

Identified by Aite Group as “the most used and most admired core banking vendor by CIOs of the top 120 banks in North America by asset size”

Named “Best Prepaid Service Provider” by a panel of experts from across Europe for innovation and best practices within the prepaid industry

Named to Business Week’s “InfoTech 100,” a ranking of the top technology companies that have managed to thrive in the face of the global recession

Named one of the top five leaders in the Technology Innovation category for our Credit Union Fraud Claim Automation Solution during the FSO Knowledge Exchange’s (FSOkx) 3rd Annual Financial Services Industry Transformation and Outsourcing Strategies Forum

Ranked as the number one mobile banking vendor by ABI Research


5 Company Profile and Experience 4.2.6.1 Corporate and Organization Structure

June 12, 2012 5-2 ITN 02F12GC1

Our ability to drive long-term value for our clients and shareholders depends on our capacity to adapt to an increasingly dynamic and global marketplace without compromising our standards of excellence.

In spite of the constant flux in today’s economy, FIS is stronger, more competitive, and better equipped to meet the needs of the industries we serve, which continues to experience significant change. We remain highly committed to serving our clients and contributing to their continued growth and long-term success and to the success of FIS.

FIS traces our roots to the 1960s and we have grown through targeted, disciplined, and successfully integrated acquisitions and mergers with companies such as EDS, Alltel, Certegy, BankWare, Aurum Technology, InterCept, MSI, eFunds Corporation (in 2007), and Metavante (in 2009).

FIS, as a legal entity, officially came into existence in 2006. Our predecessor company, Fidelity National Financial (NYSE:FNF), acquired both Alltel Information Services (formerly Systematics) and Certegy in 2003, thus creating the Fidelity National Information Services (FIS) division. In 2006, FNF spun off Fidelity National Information Services, Inc. as a separate, publicly traded company (NYSE:FIS). Though we are now a part of the global FIS organization, we will be contracting with the Florida DCF as eFunds Corporation. FIS Background Information

TYPE DATA

Date Established 2006 as publically traded company; predecessor companies trace back to 1968

Ownership Public — NYSE:FIS

Total Employees 33,000+


5 Company Profile and Experience 4.2.6.2 Description of the Respondent’s and Subcontractors (if any)

Organizational Qualifications

June 12, 2012 5-3 ITN 02F12GC1

FINANCIAL STABILITY

In 2011, FIS’ world-wide total revenue was $5.7 billion. While we proudly serve financial institutions, FIS is not a financial institution. FIS has an exceptionally strong global customer base and a broad product portfolio that allows us to successfully weather the current economic challenges.

These are FIS’ Senior Credit Facilities Credit Ratings:

Standard & Poor’s BB

Moody’s Investors Service Ba1

Fitch Ratings BB+

FIS’ Dun & Bradstreet (D&B) 5A2

Our principal financial organization is M&I Marshall & Ilsley Bank. The responsible representative is:

Elaine Keller, Treasury Management Services AVP Telephone 608.562.7217 Fax 608.562.3180 129 E. Bridge St. New Lisbon, WI 53950 [email protected]

4.2.6.2 Description of the Respondent’s and Subcontractors (if any) Organizational Qualifications Respondent’s shall demonstrate their experience (and subcontractors, if any) in providing the same type(s) and scope of services which it will be responsible for as specified in Appendix I, Attachment I. Preference will be given to Respondents who have performed, managed and/or delivered the scope and types of EBT/EFT services identified in this ITN subsection as either a prime or subcontractor within the past five (5) years to a customer(s) with a similar scope of services as specified in Appendix I, Attachment I. Respondents should also demonstrate experience in processing large volumes of automated transactions. The experience shall be demonstrated as well for subcontractors (if any). For each of the following services experience requirements, Respondent’s must identify: The total number years of experience for the service Description of the project(s) for which the service was provided Whether the specified service was performed as a prime contractor or subcontractor A clear indication of the Respondent’s ability to perform the specified services to meet the requirements of this ITN

FIS offers 20 years of EBT operations, implementation, conversion, and maintenance to the State of Florida. The following project profiles showcase our experience meeting and exceeding the needs of our customers as an EBT prime contractor and subcontractor. Profiles for our proposed subcontractors for WIC services, Custom Data Processing, Inc. (CDP) and prepaid cards, U.S. Bank, are also provided in this section.




June 12, 2012 5-4 ITN 02F12GC1

EBT PRIME CONTRACTOR PROJECT PROFILES

FIS Government Solutions was awarded the current contract for the Arkansas Department of Human Services (DHS) in December 2008. Beginning in 1996 though, as the subcontractor for the SAS Project, FIS provided project management, transaction processing, FIS’ administrative terminal application, EBT-

only software and acquiring, state training materials, EBT Gateway switching for interoperability, financial settlement and reconciliation services, 24/7 customer services, retailer services and operational support for the State of Arkansas through 2003. During the next Arkansas contract, beginning in 2003, FIS performed all EBT-only POS terminal driving.

In February 2010, Arkansas successfully converted back to the FIS ebtEDGE System. This efficient transition was the result of our thorough conversion strategy, which concentrated on defining transition activities such as conversion of the client database, EBT cards, PINs and existing benefits, the loading of historical information such as transaction history into FIS’ Data Warehouse, recontracting retailers, deploying and installing VeriFone Vx 510 POS devices, and establishing State connectivity. This conversion was completed on time. In addition, FIS redesigned the Arkansas EBT card, moved calls to our U.S.-based customer and retailer call centers, and documented accurate and detailed requirements.

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 clients and local offices.

Arkansas EBT Project

Customer From 1996–2009 (subcontractor)

Customer From 2009-Present (prime contractor)

SNAP and Cash

203,000 Households




June 12, 2012 5-5 ITN 02F12GC1

Currently under our second contract with the Kansas Department of Social and Rehabilitation Services (DSRS), FIS has been the prime EBT services provider to the State for more than 14 years. We entered into our first contract with the State of Kansas in February 1996. As a first-time EBT implementation, this project required the management of a full conversion from a paper-based system to EBT including: transaction processing services; FIS’ administrative terminal; EBT-only software and acquiring; POS equipment installation; TPP management; EBT Gateway switching; financial settlement and reconciliation services; card management; client, retailer, and staff training and training materials; 24/7 customer services; retailer services; and associated support. The full-state

implementation of approximately 78,600 SNAP, TANF and other cash program households was completed on schedule.

Under the second contract, which began in 2003, we have worked diligently with the DSRS to meet their specific operational needs and goals to expand their EBT benefit offering. By October 2003, FIS upgraded more than 500 Kansas EBT-only retailers’ POS terminals to VeriFone’s Omni 3200 equipment.

Administrative Terminal Solution To accommodate State users with real-time access to the ebtEDGE System, FIS offers multiple, dependable, and innovative administrative solutions for updates to client and benefit data, as well as for inquiries on this same information and transaction history. Today, FIS provides Kansas both webADMIN and host-to-host connectivity between our ebtEDGE System and the State’s eligibility system. Our host-to-host application integration synchronizes the data on the State’s eligibility system and FIS’ ebtEDGE System when emergency benefits are added, in turn eliminating dual entry into another interface. State staff also uses FIS’ webADMIN application to make updates to client and benefit data, as well as for inquiries on this same information and transaction history. During the past 14 years, DSRS staff have developed close working relationships with FIS’ State Support Services representatives.

Kansas EBT Project

Customer Since 1996

SNAP and Cash

Child Care Parent Pays Provider

152,000 Households

“Overall, I would rate the quality of service FIS Government Solutions has provided to the state of Kansas as exceptional. I appreciate their honesty, flexibility, and willingness to work as a team with our state.”

–MONA WALTMIREFORMER KANSAS EBT MANAGER




June 12, 2012 5-6 ITN 02F12GC1

EBT Child Care In 2005, Kansas expanded their EBT system to include child care and to change from a Payment-to-Provider to a Payment-to-Parent system. In support, FIS:

Added 10,200 more cases to our ebtEDGE System.

Developed and tested child care system enhancements.

Completed certification work on interface files between FIS and DSRS.

Developed new reports and batch file records.

Provided training and training materials to clients, providers, and state staff.

Completed the pilot migration of 700 child care providers to the new system in June 2005. By the end of September 2005, all 983 providers had been converted, completing the successful statewide rollout. This considerable endeavor was achieved ahead of schedule and within budget.

Provides Customer Service support to child care clients and providers.

webADMIN Upgrade In August 2008, FIS successfully completed installation of the web-based administrative terminal for the State. This web-based administrative terminal includes the webADMIN application, online documentation and tutorials, a Cardholder Portal, a Child Care Provider Portal, a Merchant Portal, and application security. Kansas clients can use the web to check their balances, review transaction history, and access frequently asked questions. EBT-only retailers can use the web to access payment information, transaction details, contract information, and frequently asked questions. Child Care Providers can also use the web to access their payment information, transaction detail, contract information, and frequently asked questions.

In 2008, Kansas extended their contract with FIS until 2013. Then, in 2012, FIS was awarded the new contract for Kansas to run from March 1, 2013 through February 28, 2018.

FIS Government Solutions’ expertise and experience helped us to bring everyone involved—including families and child care providers—into the next generation of child care benefit assistance delivery. This project has been successful on every level.

–RACHEL KATUIN ASSISTANT DIRECTOR, SRS




June 12, 2012 5-7 ITN 02F12GC1

In 2009, FIS Government Solutions was awarded its fourth SNAP and cash benefit processing contract with the State of Minnesota and will continue to act as prime contractor through 2015. Our EBT partnership began in 1996 when FIS contracted with the Minnesota Department of Human Services (MNDHS) to convert two counties—the two largest counties in the State—to the FIS ebtEDGE System from ACS/TransFirst Corporation. The Project’s conversion strategy focused on how to manage a collapsed set of tasks for a one-day conversion with minimal impact to all EBT participants. The highly successful conversion included the development of ATM network interfaces and EBT-only POS cash issuance sites to

support EBT cash transactions throughout the State, re-contracting with retailers and third-party processors, converting the client database, converting EBT cards in the three counties, and establishing connectivity within county and State offices. In addition to a system conversion, the Minnesota project included implementation of EBT in the remaining 85 counties in the State. Meeting the project’s rollout timelines, the final region of the State was operational in October 1998.

After awarding the second contract to FIS, the State’s primary goal was converting to our PC-based administrative terminal application, pcADMIN. FIS successfully converted 124 Minnesota county offices by September 2001. We also upgraded more than 1,100 EBT-only retailers to the Omni 3200 POS equipment.

Another added convenience for Minnesota clients has been the implementation of PIN selection using an SIVR (Speech-enabled Interactive Voice Response). Those clients whose PIN has been compromised or forgotten can now make just one call to the toll-free SIVR telephone number to select a new PIN, saving them time by eliminating the second call of the former process.

Under Minnesota’s third contract, the Minnesota county offices using pcADMIN were converted to, and now use, FIS’ web-based administrative terminal, webADMIN. The web-based functionality used by MNDHS includes the webADMIN application, online documentation and tutorials, a Cardholder Portal, a Merchant Portal, and application security. With this new technology, Minnesota clients now have access to the Cardholder Portal for

Minnesota EBT Project

Customer Since 1996

SNAP and Cash

242,000 Households

“The State of Minnesota is in its fourth contract with FIS for EBT processing. We have gone through many changes/conversions over the years including moves from EDGE to webADMIN and now to the Web. Our clients and retailers also have access to their own web portal to access information. The State and FIS Government Solutions have always had a good working relationship, with FIS being supportive and responsive to information requested by the State.”

–PHYLLIS HAHNMN EBT PROJECT MANAGER




June 12, 2012 5-8 ITN 02F12GC1

checking their balances, looking at transaction history, changing their PIN, and viewing frequently asked questions. EBT-only retailers have access to online functions such as settlement information and the ability to clear manual vouchers.

Also under Minnesota’s third contract, we successfully completed training for State staff on FIS’ webADMIN, and conducted Acceptance Testing on this new application and the Cardholder Portal functionality. We fulfilled all preparedness responsibilities in the State’s EBT Disaster Recovery Plan, 635 State users were migrated to webADMIN, new reporting enhancements were added to the Minnesota EBT system, and the Client Help Desk ARU was converted to an SIVR unit.

In December 2009, under the current contract, FIS began the process of upgrading the State of Minnesota’s client PIN Select equipment in the local county offices from VeriFone Omni 3200 POS equipment to new VeriFone Vx 510 terminals. After this successful upgrade, we upgraded all of the State’s EBT-only POS equipment to the VeriFone Vx 510LE terminals as well. The terminal replacement process was completed on time in May 2010.




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We began our relationship with Missouri in 1996 as a subcontractor, when the State was part of the Southern Alliance of States (SAS) Project. Citibank EFS (now JPMorgan EFS) selected FIS to process EBT transactions for the Missouri Department of Social Services’ (DSS) initial conversion from paper food stamp coupons to EBT. Missouri processed its first live EBT transaction in 1997 using FIS’ ebtEDGE System. As a subcontractor, we provided many key EBT services including EBT transaction processing, batch processing, administrative terminal, settlement and reconciliation services, EBT system reporting, EBT transaction switching for interoperability, and Help Desk services for clients, retailers, and State staff.

In 2002, FIS was awarded the Missouri EBT contract as the prime contractor. Because FIS was the State’s processor under the original contract, no database conversion was needed. Instead, we re-contracted with approximately 2,300 EBT-only retailers and third-party processors and deployed new POS devices. At the State’s request, we redesigned the Missouri EBT card and upgraded the State’s administrative access from 3270 terminals to FIS’ pcADMIN. Without interruption, we continued to add new clients, benefits, and cards to the ebtEDGE System. The transition project was completed on schedule in January 2003, with no interruption of service to Missouri participants.

In 2004, FIS worked with DSS and a subcontractor to implement a Missouri-based call center to handle client calls. We shared our EBT Call Center expertise with the new call center provider and equipped them with operational tools such as our administrative terminal application and Online Information Guide. Our SIVR still acts as the first-response for Missouri client calls, allowing clients to choose from several functions such as checking their account balance, selecting a PIN, or deactivating their lost or stolen EBT card. Missouri retailer calls have been answered at our Retailer Help Desk since the beginning of our EBT partnership with the DSS.

During the past 14 years, DSS staff have developed close working relationships with FIS’ State Support Services representatives.

Missouri EBT Project

Customer Since 1996

SNAP and Cash

Instate Client Call Center Instate Card Processing Center

442,000 Households

“FIS provided an experienced team for transition from the initial contract to our current contract. Transition activities were completed in a timely manner, and ongoing operations run smoothly.”

–KAY MARTELLARO, MO EBT PROJECT MANAGER




June 12, 2012 5-10 ITN 02F12GC1

Since July 2005, over 3,000 State users have been upgraded to FIS’ web-based administrative terminal, webADMIN. Our web-based functionality used by the DSS includes the webADMIN application, online documentation and tutorials, application security, the Cardholder Portal, the Merchant Portal, and online reporting.

In 2006, we successfully implemented OneCall SIVR PIN selection for the Missouri Project. Clients with a compromised or forgotten PIN can now make one toll-free telephone call to select a new PIN, instead of making two calls as previously required.

In 2012, FIS successfully transitioned the card production activities from an outside vendor to FIS Card Services in Romeoville, IL.

Throughout the operation of the Missouri Project, FIS has provided comprehensive EBT services and continues to work with DSS to achieve your EBT system goals. As a result, Missouri DSS exercised all available options to extend the last contract through March 2012 and awarded their new contract to FIS in June 2011. FIS will continue to be the State’s EBT processor through 2016, with an additional 5-year option to extend.




June 12, 2012 5-11 ITN 02F12GC1

In 2002, FIS Government Solutions entered into a contract, as prime contractor, with the North Carolina Department of Health and Human Services (DHHS) to provide a turnkey EBT system, converting the State’s original system from their previous EBT provider—JPMorgan EFS. By April 2003, we successfully converted the State to FIS’ ebtEDGE System, used by over 100 State and county offices in support of all North Carolina households that receive SNAP benefits. This efficient transition was the result of our thorough conversion strategy which concentrated on defining transition activities such as conversion of the client database, recontracting retailers, deploying

and installing POS devices, establishing connectivity with county and State offices, converting EBT cards, and documenting accurate and detailed requirements. During the Project’s Development phase, our focus was to develop conversion programs, test the conversions, set up telecommunications, and provide interface certification of the system. Today, we continue to support the ongoing operations of the North Carolina Project, providing comprehensive EBT services that meet the unique operational needs of the DHHS.

Administrative Terminal Solution In 2004, North Carolina county offices equipped with Internet access began using FIS’ web-based administrative terminal functionality, which includes a Cardholder Portal, the webADMIN application, online documentation and tutorials, and application security. For those county offices without Internet access, DHHS users connect to the system using FIS’ pcADMIN application that offers the same administrative application functionality in a PC-based environment.

SIVR PIN Select Functionality In July 2005, when the State moved to the SIVR, FIS implemented PIN selection using the SIVR for North Carolina clients. Clients can now call the toll-free SIVR telephone number to select a new PIN, saving them time by eliminating a trip to their local county office. Consequently, local office staff time is freed up from assisting with PIN selection for new and reissued cards and can now attend to other program and client needs.

North Carolina EBT Project

Customer Since 2002

SNAP

Instate Client Call Center

745,000 Households

“FIS Government Solutions has truly been a lifeline for information and guidance as we worked through the issues of learning how to prepare for and implement our call center operation.”

–DAVID STEELENC EBT PROGRAM DIRECTOR




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State-Run Client Help Desk Call Center In 2004, when the State wanted to implement a state-run client call center, FIS acted in a consultant role throughout the planning and implementation of this new call center. We were able to share our expertise in call center operations, guiding the State in CSR scheduling and resource management, providing training materials and assisting in the training of CSRs, offering business continuity services, and providing the State with call center operations tools such as our administrative terminal application and Online Information Guide. If the North Carolina Call Center is unable to accept calls, FIS’ Milwaukee, Wisconsin Call Center acts as a backup. We also provide adjustment support for the resolution of client transaction discrepancies.

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 on-demand 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.

FIS was awarded a third contract as prime contractor in October 2011 and will continue to act as the State’s prime EBT provider through June 2017.

In December 2007, FIS Government Solutions was awarded the contract for North Dakota as prime contractor. The State’s conversion to ebtEDGE was successfully completed in March 2009. This conversion occurred simultaneously with the conversion of the South Dakota

EBT system. This was the first and only instance in EBT history that an EBT contractor converted two states in a single weekend. Since then, FIS has provided the full range of processing and services for SNAP. As part of the conversion process, we re-contracted with the EBT-only retailers and installed new VeriFone Vx 510 terminals. We also began taking calls in our U.S.-based customer and retailer call centers and providing the entire range of customer service functions. At the State’s request, we redesigned the Dakotas’ EBT card specifically for the State of North Dakota.

North Dakota EBT Project

Customer Since 2007

SNAP

27,000 Households




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Our EBT partnership with the State of Oregon began 14 years ago, in 1997, when FIS was awarded the contract with the Oregon Department of Human Services (DHS) for its EBT Project. As a first-time EBT implementation, the project required the management of a full conversion of a paper-based system to EBT including transaction processing services; administrative terminal; EBT-only software and acquiring; POS equipment installation; TPP management; EBT Gateway switching; financial settlement and reconciliation services; card

management; client, retailer, and staff training and training materials; 24/7 customer services, retailer services, and associated support. The Statewide rollout finished on schedule in May 1998 with no interruption of service to Oregon participants.

Today, FIS provides Oregon with host-to-host connectivity between our ebtEDGE System and the Department’s eligibility system in 91 Oregon local offices. This application integration synchronizes the data on the Department’s eligibility system and FIS’ ebtEDGE System, eliminating dual entry into another interface. This interface is also used for card issuance as well as making changes and inquiries to the EBT system database.

In September 2004, FIS upgraded more than 1,800 Oregon EBT-only retailers’ POS terminals to VeriFone’s Omni 3200 equipment.

In June 2011, Oregon added Child Care Time and Attendance services to their EBT Contract. This new program went live in Oregon in the fall of 2011.

During the past 14 years, DHS staff have developed close working relationships with FIS’ State Support Services representatives, located in Milwaukee, Wisconsin.

Throughout the ongoing operations of the Project, FIS has accommodated the Department’s needs by implementing State-requested system changes, adding new benefit types, creating new EBT system reports, making design changes to the Oregon Trail card, upgrading to the SIVR, upgrading to web-based ADMIN access including a Cardholder Portal and a Merchant Portal, adding a State-funded food program, and adding new local offices to the system.

Oregon EBT Project

Customer Since 1997

SNAP and Cash

415,000 Households

“Oregon has always felt that FIS Government Solutions has proven to be the best EBT services vendor and that FIS is clearly the best choice for Oregon.”

–BILL WALKER, OR EBT MANAGER




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Oregon awarded FIS a new contract in March 2007. FIS continues to act as Oregon’s EBT provider through June 2012, with an additional two-year option to extend in progress.

In December 2007, FIS Government Solutions was awarded the contract for South Dakota as prime contractor. The State’s conversion to ebtEDGE was successfully completed on time in March 2009. This conversion occurred simultaneously with the conversion of the North Dakota EBT system. This was the first and only instance in EBT history that an EBT contractor converted two states in a single weekend. Since then, FIS has provided the full range of processing and services for SNAP.

We also manage the subcontractor relationships for this contract. Emdeon provides processing services for the Medical Eligibility Verification System (MEVS). Fiserv provides card embossing and encoding services for both the EBT cards and the MEVS medical ID cards.

FIS provides pass-through ACH payment services for multiple state programs. Via

ACH, FIS direct deposits to clients’ bank accounts more than 500,000 ACH payments a year.

As part of the conversion process, we re-contracted with the EBT-only retailers and installed new VeriFone Vx 510 terminals. We also began taking calls in our U.S.-based customer and retailer call centers and providing the entire range of customer service functions. At the State’s request, we redesigned the Dakotas’ EBT card specifically for South Dakota.

South Dakota EBT

Project

Customer Since 2007

SNAP

Medical Eligibility Verification

Direct ACH payments for several other State programs

43,000 EBT Households

“South Dakota couldn't be more pleased with FIS, their knowledgeable staff, and the courteous, prompt attention we have received throughout the transition to a new contractor. State Support and Customer Service staff have been exceptional in their handling of any issues or meeting customer needs. Throughout the transition we have frequently asked many questions and everyone has been gracious, patient and willing to provide any assistance to meet our needs. Immediately after conversion, we required a legislative change effective 07/01/09 to our state-funded SNAP program and this work was completed timely, accurately and without disruption to SD recipients.”

– SANDRA VANNEMAN, SD EBT PROGRAM ADMINISTRATOR




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FIS began providing our high-quality EBT services to Tennessee at the beginning of the Tennessee EBT Project in 1999. As a subcontractor, FIS provided project management, EBT transaction processing services, state training materials, settlement and reconciliation services, reporting, and 24/7 Help Desk services for clients and state staff. Until November 2002, FIS

also provided POS equipment installation and maintenance, EBT-only POS software and acquiring, retailer training and documentation, and Help Desk services for Tennessee.

FIS Government Solutions was then awarded the newest contract with the Tennessee Department of Human Services (DHS) in May 2011. In February 2012, Tennessee successfully converted back to the FIS ebtEDGE System. This efficient transition was the result of our thorough conversion strategy, which concentrated on defining transition activities such as conversion of the client database, EBT cards, PINs and existing benefits, the loading of historical information such as transaction history into FIS’ Data Warehouse, re-contracting retailers, deploying and installing VeriFone Vx 510 POS devices, and establishing State connectivity. This conversion was completed on time. In addition, FIS moved calls to our U.S.-based customer and retailer call centers and documented accurate and detailed requirements. This conversion was completed without delay.

Tennessee EBT Project

Customer From 1999-2005 (as a subcontractor)

Customer From 2012-Present (as prime contractor)

SNAP and Cash

651,000 Households




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FIS Government Solutions was awarded the contract for the District of Columbia Department of Human Services (DHS) in April 2011.

In January 2012, the District successfully converted to the FIS ebtEDGE System. This efficient transition was the result of our thorough conversion

strategy, which concentrated on defining transition activities such as conversion of the client database, EBT cards, PINs and existing benefits, the loading of historical information such as transaction history into FIS’ Data Warehouse, re-contracting retailers, deploying and installing VeriFone Vx 510 POS devices, and establishing State connectivity. This conversion was completed on time. In addition, FIS moved calls to our U.S.-based customer and retailer call centers and documented accurate and detailed requirements.

FIS entered into a partnership to support the card and PIN production and distribution for District clients with the United Planning Organization (UPO). UPO is the designated community action agency for the District and operates a wide variety of human service programs for youth, seniors and low income residents. The UPO is at the forefront of the fight to improve the greater D.C. communities struggling with financial and educational difficulties. They provide education, promote awareness, advocate on behalf of low income areas, and seek to be not only a source for good but a catalyst for change. FIS is extremely happy to partner with such an amazing organization, and promote a sense of commitment to our customer.

District of Columbia EBT Project

Customer Since 2012

SNAP and Cash

82,000 Households




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In 2006, FIS Government Solutions entered into a contract, as prime contractor, with the Wisconsin Department of Health and Family Services (DHFS) to provide a turnkey EBT system in support of all Wisconsin households that receive FoodShare (SNAP) benefits. In October 2007, we successfully converted the State’s system from their previous EBT provider, JPMorgan EFS, to

the ebtEDGE System. This efficient transition was the result of our thorough conversion strategy which concentrated on defining transition activities such as conversion of the client database, EBT cards, PINs and existing benefits, the loading of historical information such as transaction history into FIS’ Data Warehouse, recontracting retailers, deploying and installing VeriFone Vx 510 POS devices, and establishing State connectivity. In addition, FIS redesigned the Wisconsin Quest EBT card, moved calls to our U.S.-based customer and retailer call centers, and documented accurate and detailed requirements.

Wisconsin was the first FIS state to use Simple Object Access Protocol (SOAP) to integrate their Cares Worker Web with FIS’ ebtEDGE System. This integration enhanced the State’s web site and provided EBT functionality for State staff through a single State application. For emergency situations, Wisconsin issues vault cards over the counter. Clients select their PINs via a PIN-Select terminal in the local office. Client emergency demographic and benefit files are processed by FIS multiple times during the day.

SIVR PIN Select Functionality As part of the State’s transition to FIS’ ebtEDGE System, the State implemented PIN selection using the SIVR for Wisconsin clients. Clients can call the toll-free SIVR telephone number to select a new PIN, saving them time by eliminating a trip to their local office. The local office staff members are likewise freed up from assisting with PIN selection for new and reissued cards and can now attend to other program and client needs.

Wisconsin EBT Project

Customer Since 2006

SNAP (FoodShare)

367,000 Households




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FIS EBT SUBCONTRACTOR PROJECT PROFILES

During our tenure in the EBT arena, we have also provided key subcontracting services to the States of Alabama, Alaska, Arizona, Arkansas, Colorado, Connecticut, Florida, Georgia, Hawaii, Idaho, Kentucky, Massachusetts, Missouri, New Hampshire, New York, Rhode Island, Tennessee, Vermont, and Washington.

Since 1995, as the subcontractor for the Northeast Coalition of States (NCS) Project, FIS has continued to provide New Hampshire, Rhode Island, and Vermont with project management, transaction processing, FIS’ administrative terminal, EBT-only software and acquiring, retailer and state training materials, EBT Gateway

switching, financial settlement and reconciliation services, 24/7 customer services, retailer Help Desk services, and operations support. Combined, these states serviced approximately 238,000 SNAP and TANF households.

Additionally, FIS provides Rhode Island with host-to-host connectivity between our ebtEDGE System and the State’s eligibility system. FIS also provides EBT-only POS software, transaction acquiring, and retailer SIVR and Help Desk for New York and Connecticut.

With the award of the re-procurement contract for NCS in 2005, we continue to provide the same key subcontracting services for the States of New Hampshire, Rhode Island, and Vermont, with a complete migration to our ebtEDGE web-based platform and a rollout of our SIVR technology. Today, we provide services for 2.1 million cases annually for the States of New Hampshire, Rhode Island, and Vermont. We also continue to provide acquiring services for the States of New York and Connecticut.

NCS EBT Project

Customers Since 1995

SNAP and Cash

EBT Processor for: New Hampshire, Rhode Island, and Vermont

EBT-only Acquiring for: Connecticut and New York




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Beginning in 1995, as the subcontractor for the SAS (Southern Alliance of States) Project, FIS provided Alabama, Arkansas, Missouri, Kentucky, and Tennessee with project management, transaction processing, FIS’ administrative terminal application,

EBT-only software and acquiring, state training materials, EBT Gateway switching for interoperability, financial settlement and reconciliation services, 24/7 customer services, retailer services, and operations support for the states. FIS also supplied EBT-only transaction acquiring and retailer ARU and help desk services for Florida and Georgia.

We provided these services to the States of Alabama and Missouri until 2002 when we were awarded the contracts as prime contractor (experience described previously). We provided processing services for the State of Arkansas through 2003, and were awarded their contract as prime contractor in 2008. We provided processing services for the Commonwealth of Kentucky through 2004, and the State of Tennessee until 2006.

Beginning in 1996, as a subcontractor for the Western States EBT Alliance (WSEA), FIS provided Alaska and Arizona with project management, EBT transaction processing services, card management and client training materials, POS equipment installation and maintenance, EBT-only POS software and acquiring, settlement and reconciliation services, reporting, operations support, and 24/7 Help Desk services for clients, retailers, and state staff.

For Alaska, Arizona, Colorado, Hawaii, Idaho, and Washington, we also provided card design and production, retailer and client training materials, and marketing commercial POS deployment. We also provided EBT card production services for approximately 650,000 SNAP and TANF households in these six states. These services began with the project installations for the State of Colorado in 1996 through the completion of the final statewide implementation for the State of Washington, completed in 1999. For these same clients, FIS provided training pamphlets, wallet cards, posters, and videos to educate them as they transitioned from the original paper-based system to EBT. These materials covered basic skills, tasks, and information critical for clients to use their EBT cards to access their benefits. Today, we continue to provide EBT-only transaction acquiring and retailer SIVR and Help Desk support for the State of Washington.

SAS EBT Project

Customers from 1995—various

SNAP and Cash

WSEA EBT Project

Washington: Customer Since 1996

EBT-only Acquiring, Retailer Help Desk

Alaska and Arizona: Customers from 1996–2004

EBT Processor, Cash and SNAP

Nevada: Customer since 2009

EBT WIC transaction acquiring and switching




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FIS WIC EBT PROJECT PROFILES

FIS is proud to be on the forefront of the transition of WIC from paper to electronic delivery of benefits, known as e-WIC. Currently, FIS provides a number of unique services to the WIC community throughout the nation that help to deliver WIC benefits to clients and streamline operations to retailers. FIS has 4 years of experience as an e-WIC provider.

For both Nevada and Chickasaw Nation WIC agencies FIS, as a subcontractor, provides transaction acquiring for e-WIC-only terminals that are deployed throughout the State. These stand-alone terminals are connected to the FIS ebtEDGE switch for

routing WIC transactions to the card issuer in the respective agencies and leverage the existing EBT infrastructure used for SNAP and Cash transactions. FIS also manages an Approved Product List (APL) automated update mechanism to deliver new APL files to the terminal on a daily basis. This automated system allows retailers to have the most up-to-date products and maximum price values for each business day. In addition, FIS provides a Retailer Help Desk for all retailers to assist with general program questions, terminal troubleshooting, transaction inquiries, and a host of other customer service related functions. Finally, FIS handles all settlement and reconciliation with the retailers to ensure timely and accurate deposit of funds to their account.

As part of the implementation of the new food package in October, 2009, the State of Vermont approached FIS to move their Cash Value Benefits (CVB) from a paper-based voucher to a magnetic stripe card.

Working as a subcontractor, FIS implemented a full solution for the State with a separate, unique card that can be used by clients to redeem their CVB benefits at all participating retailers. The solution FIS employed required no software changes for the retailers in order to accept the new card and process transactions. FIS provides both Client and Retailer Help Desk services for the State, daily settlement, State administrative access, Client and Merchant Portal access, and card production as a part of this solution.

Nevada & Chickasaw Nation WIC Projects

Nevada Customer since 2010

Chickasaw Nation Customer since 2010

E-WIC

Vermont E-WIC Project

Customer since 2009

E-WIC




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As a subcontractor, FIS provides Gateway services for Integrated Retailers, including First Data and Wal-Mart, for e-WIC transactions in the Commonwealth of Kentucky. This project includes the settlement and reconciliation of daily

transaction activity and the transmission of the daily APL files between all of the stakeholders. The Integrated Retailers going live at the same time as the e-WIC-only retailers was one of the first online e-WIC projects able to accomplish this goal.

In early 2011, FIS was awarded the contract with the State of West Virginia Department of Health and Human Resources to design, develop, and implement a new e-WIC system, which will streamline the current

WIC food instrument system for participants, retailers, and program staff through the use of modern, web-based technologies combined with a magnetic stripe card for ease-of-access. As the implementation of the State’s new eligibility system (Crossroads) has been delayed from its original live date, FIS has gone above and beyond, working with the State to ensure that their e-WIC project goes live without the Crossroads system in place. We will interface with the State’s existing eligibility system, ensuring that the State can have their e-WIC system live before their eligibility system upgrade is complete.

CDP PROJECT PROFILES

Custom Data Processing, Inc. (CDP) has a 30-year resume providing technology solutions to the federal, State and local public health market. Of significant interest for this project, CDP built a clinic management system (CMS) for Kentucky, of which a major integrated component is a full function WIC Information System. CDP hosts and operates CMS on behalf of Kentucky. The benefits offered to the Florida Project are the expertise in WIC system requirements, functionality, and first-hand knowledge of clinic operations and workflow. CDP’s primary technology platform is Microsoft-based and consequently, through the relationship with FIS, a talented pool of experienced Microsoft programmers is added to the mix.

In the spring of 2007, CDP began an exciting partnership with the United States Department of Agriculture-Food and Nutrition Service, the Kentucky WIC Program and

Kentucky E-WIC Project

Customer since 2010

E-WIC

West Virginia E-WIC Project

Customer since 2011

E-WIC




June 12, 2012 5-22 ITN 02F12GC1

several area retailers to develop an online, WIC Electronic Benefits Transfer (EBT) Program.

FIS and CDP recognize that successful teamwork is integral to the success of the Florida e-WIC Project. Fortunately, the groundwork for this teamwork has already been laid. In 2008, CDP and FIS began their working relationship when CDP subcontracted with FIS to provide gateway switching services for the Commonwealth of Kentucky’s e-WIC project. Members of this first team recognized not only that they had an opportunity to work on a unique, online model project, but also had an opportunity to better serve WIC participants and WIC program staff by developing the best, most efficient system for benefit delivery and program management. Having worked together since 2008, the team knows one another well and has established strong communications channels.

The team of CDP and FIS professionals provides an unmatched combination of expertise and resources. It includes experts in WIC, EBT and e-WIC as well as successful experience with e-WIC stakeholders, payment processing, and existing relationships with many of Florida's retailers. Our team understands not only the technical requirements of an e-WIC system, but also the needs of users, the challenges of implementation, the training requirements, and the procedural impacts at State and local offices. We recognize that the most important customers are the participants who benefit from WIC program services.

The table below highlights the areas of experience of the CDP team. Table 4-1 CDP Team Experience Table

TEAM MEMBER WIC

PROGRAM WIC

MIS SYSTEMS

DEVELOPMENT

PROJECTS

SYSTEMS

MAINTENANCE &

OPERATIONS

QUALITY

ASSURANCE RETAIL

INTEGRATION E-WIC

Johnny Sena x x x x x x

Amy Duncan x x x X x x

Bob Hoblit x x x x x x

Jon Haught x x x x x x

Karen Waluk x x x x x x

Jim Chilcoat x x x x x x

Kentucky WIC EBT Project In cooperation with the USDA, Food and Nutrition Service and the Commonwealth of Kentucky WIC program, CDP deployed the ground-breaking, online e-WIC system known as WIC Direct statewide in Kentucky. This system, which is public domain




June 12, 2012 5-23 ITN 02F12GC1

Our team has…

“Boots on the ground experience” having worked on the other side of the fence in State WIC Program offices in the areas of clinic management, vendor management, and WIC UPC database development.

software, is operated and maintained by CDP. As the online e-WIC service provider for the Kentucky Online WIC EBT Project, CDP provides services including:

Account, benefit, and card issuance and management

24/7 transaction processing, business continuity/disaster recovery

Settlement and reconciliation

Reporting

Stand-beside POS development, deployment, maintenance, and support

Retailer enablement, training, and support

Testing and certification services

System software support, maintenance, and enhancements

For the State of Florida, we are bidding WIC Direct, the only open-source, online e-WIC System in the world.

West Virginia e-WIC Project The FIS Team is also developing an e-WIC System for the State of West Virginia for the delivery of WIC benefits that interfaces with Crossroads, the multi-state State Agency Model Information system. In this capacity, CDP is providing:

Design and development of the system

Project management

Federal and State regulatory compliance

System documentation

System testing

Implementation and deployment

Pilot, rollout, and ongoing support

System maintenance and enhancements

CDP’s extensive experience developing, implementing, maintaining, and hosting statewide systems for Kentucky and public health agencies in other states demonstrates that they have the skills and knowledge necessary to satisfy the requirements of this ITN. CDP offers a reliable, proven information management system for federal, state and local health departments. CDP owns and operates its two data centers located in the US. Their




June 12, 2012 5-24 ITN 02F12GC1

network operations staff has experience in hosting statewide systems and maintaining 24/7/365 operations. Their network team manages a highly sophisticated, clustered server environment with a warm backup site. They continually upgrade and refine their network hardware and operating procedures, and update CDP’s Business Continuity Plan in support of their business operations. Their database architect designed a high-availability solution that gives WIC Direct 1-click failover capability.

No matter what the challenge during a project, the team works together to resolve complex problems. They have the ability to think out of the box; brainstorm to develop innovative solutions to a problem; and have the flexibility to implement the best solution in the most efficient and effective manner. With our partner CDP, we believe that our companies offer the best team to develop Florida’s WIC EBT System.

US BANK PREPAID DEBIT CARD PROFILE

A LEADING PREPAID CARD ISSUER

U.S. Bank remains one of the largest and most experienced issuers of prepaid cards in the entire nation – servicing hundreds of large government agencies and Fortune 500 corporations with the most widely-accepted and cost-effective prepaid cards available:

One of the largest issuers of VISA prepaid debit cards in the U.S.

Largest issuer of VISA corporate and purchasing cards in the world

Second largest issuer of VISA business cards in the world

Third largest merchant acquirer/processor in the U.S.

Fifth largest debit card issuer in the U.S.

One of the largest Visa gift card issuers (36+ million)

First to introduce the Visa Buxx® prepaid debit card – teen-targeted money management tool

First bank to introduce a disability claim-based Visa product

Member of the National Automated Clearly House Association (NACHA)

Charter member of both Visa and MasterCard and has served on Visa’s Board

U.S. Bank specifically designs prepaid programs to add measurable value to existing direct deposit programs by providing a comprehensive, user-friendly prepaid card alternative for your under-banked employee population.




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PREPAID LEADER IN GOVERNMENT DISBURSEMENT PROGRAMS

U.S. Bank has more than 10 years of experience with government prepaid solutions. In 2001, U.S. Bank became the first electronic paycard vendor in the nation to implement a debit card solution for the disbursement of government payments when they successfully developed the ReliaCard® Visa® and launched the Colorado Child Support Program. That program has been renewed three times since and still functions today as the original model for all government agency paycard solutions. At the same time, they also released the ReliaCard card for payroll applications and tailored it with the same great cardholder-friendly features and functions.

Today, they are extremely proud that their government agency client list is one of the largest in the country – 38 major agencies spanning 16 states, and their combined (ReliaCard and AccelaPay) active cardholder population has grown to over 2.3 million spanning all 50 states. These people receive regular direct deposit payments to their debit cards and enjoy cash access within the massive U.S. Bank and MoneyPass ATM networks, combined with teller-assisted cash access at every Visa-branded bank and credit union across the country. And with Visa-branding customers have access to the card at every point of sale location (brick and mortar, online or over the phone) in the world that accepts Visa debit – 30 million+. U.S. Bank provides POS purchases, returns, “cash back”, even declines. The U.S. Bank paycard portfolio has established a remarkable track record of success throughout the United States.

Figure 5-1 U.S. Bank Governmental Agency Customers




June 12, 2012 5-26 ITN 02F12GC1

Table 5-2 Current U.S. Bank ReliaCard® Visa® Government Partners (partial listing) LAUNCHED UNEMPLOYMENT NSURANCE CARDHOLDERS 2003 State of Oregon 290,361 2006 State of Ohio 314,564 2006 State of Minnesota 121,952 2007 State of North Dakota 29,403 2007 State of Nebraska 66,087 2008 State of Arkansas 337,695 2008 State of South Dakota 36,932 2008 State of Wyoming 33,849 2010 State of Idaho 43,633

2012-Q4 State of Wisconsin TBD LAUNCHED CH LD SUPPORT CARDHOLDERS 2001 State of Colorado 22,703 2001 State of Washington 79,675 2003 State of Minnesota 67,216 2003 State of Iowa 67,087 2003 State of Oregon 60,527 2004 State of Nebraska 27,697 2004 State of North Dakota 12,459 2004 State of South Dakota 11,957 2005 State of Michigan 229,695 2006 State of Arkansas 30,396 2007 State of Wyoming 27,792 2009 State of Montana 10,361 2009 State of Hawaii 11,999

U.S. BANK’S VALUE PROPOSITION

We believe U.S. Bank, as an innovator and clear leader in government disbursement EPC solutions, is best-suited to be the State’s partner of choice in this important undertaking for a variety of reasons:

Experienced, Financially Stable Government Disbursement EPC Provider Supporting 38 major state agencies across 16 states, with an active cardholder

population over 2.3 million spanning all 50 states in the nation. Fifth-largest commercial bank in the United States with $321 billion in assets,

dedicated to improving our communities and winner of the 2011 Spirit of America Award, the highest honor bestowed on a company by United Way.

Highest-rated bank in the nation by Moody’s, Standard & Poor’s, Fitch and Dunn and Bradstreet.

Visa Global, National and State Banking Network




June 12, 2012 5-27 ITN 02F12GC1

Over 490,000 Visa, MoneyPass and U.S. Bank ATMs and over 103,000 Visa-branded banks and credit unions nationally.

Over 1,300 U.S. Bank, MoneyPass and NYCE-SUM ATMs and over 5,800 Visa-branded banks and credit unions in Ohio.

24/7/365, Multi-Channel Customer Service Package ‘Same-Call’ resolution protocols that resolve claimant service issues within the

same call, text message, or email notification. On-shore call center in Wisconsin/Arkansas with English, Spanish and over 170

additional language capabilities (through Language Line).

Complete and thorough understanding of Unemployment Insurance EPC Programs An EPC solution dedicated to reducing current EPC fees to cardholders and

increasing card usage flexibility via online, mobile, ATM and branch channels. ReliaCard creates additional operating efficiencies and manages the benefits

control and accountability by consolidating it with any other government disbursement payments.

FIS AND SUBCONTRACTOR ROLES

FIS is the prime contractor and lead for this team dedicated to the success of the Florida Project. As such, FIS will have full responsibility for project efforts and will take the subcontractor’s written commitment to this project and formalize it by entering into a subcontract agreement with CDP and U.S. Bank for the provision of specific sets of services.

The following table presents the primary roles and responsibilities for the team partners.

FIS CDP U.S. BANK

Banking and other financial services

Acquiring transactions from stand-beside point-of-sale (POS) terminals

EBT transaction switching

EBT Gateway

Authorization services

Network and communications services

Retailer and Cardholder Help Desk

Retailer and Cardholder Internet portal

Retail management – contracting with retailers

Retailer enablement, training and

e-WIC processing services

Account, benefit, and card issuance and management

24/7 transaction processing, business continuity/disaster recovery


Reporting

Retailer enablement, training, and support

Testing and certification services

Software support, maintenance, and enhancements

Prepaid Program Management

Prepaid Marketing/Collateral Design

Prepaid Issuer

Prepaid Card Production/Fulfillment

Prepaid Settlement Responsibilities


5 Company Profile and Experience 4.2.6.3 Financial Systems Development, Implementation, Operations and

Management

June 12, 2012 5-28 ITN 02F12GC1

FIS CDP U.S. BANK

support

Stand-beside POS development, deployment, maintenance, and support

EBT card production

ReliaCard Implementation

Prepaid Customer Service/IVR

Prepaid Processing

Prepaid Consumer Website for Self Servicing

Prepaid Reporting

Settlement Responsibilities

Technical system leadership and coordination

4.2.6.3 Financial Systems Development, Implementation, Operations and Management Respondents shall describe their experience and that of the subcontractor (if any) in the development, implementation, operations, and ongoing management of large scale, complex financial systems, such as EBT and EFT. Experience in supplying the types of hardware, software and supplies, and/or providing core and ancillary services, such as those required by EBT/EFT services should be demonstrated.

For the past 20 years, FIS has successfully developed, implemented, and managed 26 EBT projects throughout the country. As industry pioneers, we implemented the first statewide EBT program, were the first to convert an online EBT system from another vendor, and were the first, and only, to convert two state EBT systems from another vendor during one weekend. Throughout the EBT industry’s maturation, we have sustained continuous relationships with many of our state customers . As these customers have looked to streamline the administration of their EBT programs, we have worked in partnership with them and produced solutions using the latest technology.

Today, we are the prime contractor for Arkansas, the District of Columbia, Kansas, Minnesota, Missouri, North Carolina, North Dakota, Oregon, South Dakota, Tennessee, and Wisconsin. FIS has also recently been awarded the prime e-WIC contract for the State of West Virginia. Additionally, FIS provides other critical EBT services as a key subcontractor to New Hampshire, Rhode Island, and Vermont. In total, 45 states use one or more of our services, including 14 that use our ebtEDGE System––the leading electronic benefits transfer system in the country––to process their SNAP and cash benefit transactions. Our customers trust the quality, reliability, and continued enhancement of our EBT system and solutions, and the team of experienced EBT professionals who manage them. FIS sets the standard for operational efficiency, qualified operations staff, and continuous innovation designed to lower the cost of



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operations and solve the difficult challenges states face. For detailed descriptions of our EBT experience, please see our EBT Prime Contractor Project Profiles in our response to ITN Section 4.2.6.5, Experience Responding to Changing Customer’s Needs.

FIS has also adapted our EBT system to process state-issued benefits in addition to SNAP and cash benefits, such as Child Care Benefits (through both our Parent Pays Provider and our Time & Attendance solutions), Summer Foods for Children, Wireless EBT, Debit, Credit, and WIC CVV benefits, Medicaid Transportation Payments, and Low Income Energy Assistance Program Payments. We continue to pioneer advanced technologies and innovative operational strategies to meet the needs and goals of our customers and the families we serve, establishing long-term partnerships by providing the most comprehensive, progressive, and flexible solutions to manage EBT operations for states of varying sizes and complexities.

FIS leads the market in wireless payment solutions for farmers’ markets. We developed and still offer the only full EBT transaction set POS load for a wireless terminal. Our wireless solution accepts EBT, debit, and credit cards. The FIS Wireless Payments POS solution uses the hold-in-your-hand VeriFone Vx 610 terminal that allows FNS-approved farmers’ markets, roadside vendors, and route vendors or any facility without a dedicated, wired POS device to actively participate in the EBT program. Wireless technology opens the door for these retailers to EBT clients, and for EBT clients to local sources of fresh and healthy foods—a win-win for all participants. FIS supports wireless customers in 37 states, many of whose contracts date back to the inception of the solution in 2006.



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Never Compromise.

EBT Experience

The State of Florida will benefit by building a relationship with FIS Government Solutions because: We are experienced and knowledgeable in designing,

implementing, converting, and operating EBT systems and transaction processing.

We have been, and continue to be, a trusted, reliable, and proven partner to states for 20 years.

Since 1991, as a prime contractor or subcontractor, we have provided EBT processing, acquiring, switching, retailer management and/or customer service to 45 state government agencies.

We are the only EBT provider in the marketplace that drives the commercial EFT infrastructure and has direct connections to the major third-party processors and networks.

We developed and operate the EBT Gateway which is the only EBT transaction gateway that links to all EBT processors (full interoperability and transaction routing for all states).

We are driven by our desire to fulfill the business and technology needs of our customers.

We are recognized throughout the industry for our customer focus and attention to the diverse business communities our products and services touch.

We are known for our innovation and dependable technology solutions.

FIS Government Solutions has successfully developed, implemented, and managed 26 EBT projects throughout the country over the past 20 years. Additionally, FIS built and runs the EBT Gateway, which is the only gateway in the nation that links to every EBT processor. This ensures connectivity to process the Florida retailer transactions, regardless of who acquires those transactions.

FIS GOVERNMENT SOLUTIONS BACKGROUND

After FIS’ acquisition of Metavante in 2009, FIS Government Solutions and our EBT products and services became part of the FIS Government Services unit. We offer a wide



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range of services including bill presentment/payment for government entities, tuition payments, and utility payments; campus cards for universities; and numerous healthcare solutions.

The EFT business unit (which evolved into EBT) began in 1976 as A.O. Smith Data Systems in Milwaukee, Wisconsin. In 1986, Deluxe Corporation purchased A.O. Smith Data Systems, entering the electronic funds transfer market through its wholly owned subsidiary, Deluxe Data Systems. In June 2000, Deluxe spun off eFunds as an independent company with an initial public offering. In September 2007, FIS acquired eFunds Corporation as a wholly owned subsidiary of FIS. Although our name has changed, our EBT knowledge and depth of experience have continued to grow.

As a pioneer in the transaction processing and software business, FIS essentially defined the EFT industry in the early 1970s when we developed software known as CONNEX™ to support the TYME network, the first extensive EFT network in the world. Our CONNEX software is award-winning technology that serves as the foundation for our EFT, ACH, and EBT processing businesses. FIS offers nearly 100% uptime with continuous processing capabilities and an open platform software solution. We help improve customer service and streamline operations with our revolutionary suite of back-office products and expert services. We provide our processing customers a comprehensive, full scope solution to meet their needs and those of the customers they serve.

FIS’ Open Enterprise™ is our end-to-end suite of electronic payment processing solutions, featuring our award-winning CONNEX, DataNavigator®, Fraud Navigator® and IST® payment management solutions. Not only does CONNEX run the debit world, but our full suite of solutions has made us the world’s second largest software provider, supporting more than 30 billion transactions every year. That is because our Open Enterprise solution processes the full spectrum of transactions, including EBT, EFT, ATM, POS/debit, prepaid, credit, and ACH. In 2011, FIS was again named the number one overall financial technology provider in the world by American Banker and Financial Insights (FinTech100).

CONVERSION EXPERIENCE

During any conversion, uninterrupted service to those who rely on EBT benefits to care for their families is not just nice to have—it is mandatory. Partnering with a contractor that offers the necessary experience and that applies a disciplined, proven management methodology is of critical importance. FIS recognizes that one of the most important issues for a mature EBT project is how to accomplish a successful system conversion to a new contractor’s system. Both the client and the retailer databases need to be moved



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June 12, 2012 5-32 ITN 02F12GC1

from one system to another without disruption to clients, retailers, or any other EBT stakeholders.

FIS was the first EBT contractor in the country to convert an online EBT system from another contractor. As FIS has grown in the number of projects it services as an EBT provider, so has our conversion experience. We have successfully demonstrated the capability of our conversion process and procedures from your current vendor, JPMorgan EFS, to our ebtEDGE System in the conversions of the North Carolina, North Dakota and South Dakota (on the same weekend, a first in the industry), and Wisconsin. Our most recent conversion experience is the District of Columbia EBT system conversion and the Tennessee EBT system conversion, also both from JPMorgan EFS, in early 2012. As a provider of EBT services for 20 years in more than 26 EBT projects, FIS is prepared and capable of defining and fulfilling any needed software changes, defining and providing any operational changes, and addressing issues for complete resolution throughout the life of the Florida EBT Project.

FIS has a very successful track record in managing and conducting EBT system conversions. We know how vital SNAP and cash benefits are to the families that rely on them, and we understand the importance of a smooth and trouble-free conversion of services. The transition to a new contractor must be as transparent as possible to ensure cardholders always have access to their benefits. The key to the success of any benefit program is efficient and reliable delivery. We have the experience to supply the resources, knowledge, and proven project methodology needed to deliver continuous service to all Florida EBT stakeholders. Table 7-3, FIS’ Conversion Experience, describes our key EBT conversion experiences.

Table7-3 FIS’ Conversion Experience

PROJECT DESCR PTION

Maryland EBT Project

In 1992, FIS converted the Maryland EBT project from ACS/TransFirst. It was the first online EBT conversion from another vendor in the country. This conversion project involved re-contracting with new EBT-only retailers and TPPs; installing retailer equipment; communications network conversion; certification and testing; transitioning the cardholder database, transaction history, card demographics, and benefit file data; verifying settlement and funds movement; card re-issuance; training of state staff, clients, and retailers. This conversion was completed on time and with little or no interruption of service to all EBT participants.

New Jersey EBT Project

In February 1993, New Jersey signed an EBT contract with FIS for their AFDC and food stamp programs within three of the State’s largest counties. The New Jersey EBT Project processed its first live transaction on schedule on February 1, 1994. Later, these counties took advantage of the software improvements that were known as the EBT Rehost Project and were converted to the new system. The timing of this endeavor coincided with FIS being awarded the contract to implement a statewide rollout of EBT for New Jersey. The statewide implementation and conversion were completed on schedule and with little or no interruption of service to the New Jersey EBT participants.



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Table7-3 FIS’ Conversion ExperiencePROJECT DESCR PTION

Minnesota EBT Project

In 1997, FIS converted two counties in Minnesota to the FIS EBT System from ACS/TransFirst. The conversion needed to be accomplished with minimal impact to all EBT participants using an early Sunday morning, late month conversion. This requirement effectively collapsed the implementation for Minnesota’s two largest counties from a phased rollout to a single night. The Minnesota EBT Project, in addition to system conversion, included EBT implementation for the remaining 85 counties in the State. The final region of the State was implemented on schedule in October 1998.

Later, upon contract re-procurement, the State identified the conversion of the administrative terminal platform from 3270 to PC-based as its primary goal. The successful conversion of the Minnesota EBT administrative terminal platform was completed on schedule in September of 2001. In November 2005, these same offices converted to, and now use, FIS’ web-based administrative terminal, webADMIN.

During the transition to the second EBT contract, we upgraded more than 1,100 EBT-only retailers to the Omni 3200 POS equipment. Then in December 2009, under the 4th contract, FIS upgraded the State of Minnesota’s client PIN Select equipment in the local county offices and over 1,300 EBT-only retailers from the Omni 3200 POS equipment to new VeriFone Vx 510 terminals.

Utah EBT Project—Retailer Base Conversion

In 2000, FIS assumed the role as prime contractor for the State of Utah and re-contracted with retailers and transferred POS leases. This conversion included updating our Merchant Management System (MMS) with relevant retailer and equipment data, re-contracting with FNS authorized retailers, ordering equipment when needed, and contacting suspended retailers for equipment removal. This conversion was successfully completed with minimal impact to the retail community.

Alabama EBT Project

In 2001, FIS was awarded the EBT contract for the State of Alabama. FIS had been the State’s processor under a subcontracting agreement. The conversion included re-contracting with retailers and TPPs, installing new Omni 3200 POS equipment in EBT-only retailer sites, and converting the State to a new administrative terminal application.

Missouri EBT Project

In 2002, FIS was awarded the EBT contract for the State of Missouri. FIS had been the State’s processor under a subcontracting agreement. The transition included re-contracting with retailers and TPPs, converting the State to a new administrative terminal application, and performing a case number conversion to accommodate changes in their eligibility system. The case number conversion required a conversion of the case number in the case/client, benefit and history files.

In 2011, FIS was awarded a new contract with Missouri. By the end of that year, we successfully upgraded 1,600 POS terminals for EBT-only retailers in the State.

North Carolina EBT Project

In 2003, FIS assumed the role as prime contractor for the State of North Carolina. The conversion included re-contracting with retailers and TPPs, installing new Omni 3200 POS equipment in EBT-only retailer sites, converting the cardholder database, transaction history, card demographics data, and benefit information from the previous contractor. All North Carolina data was successfully transferred with minimal errors. Additionally, FIS installed a telecommunications interface with the State’s data center, and ensured that all county offices had connectivity to the State’s data center so the state could install FIS’ PC administrative terminal application in state and county offices. FIS trained state staff on the administrative terminal application, reports, and settlement. Biweekly meetings were held with JPMorgan as part of the Transition Task Force meetings from the onset of the project through the conversion. On April 19, 2003, FIS successfully converted North Carolina from JPMorgan EFS to the FIS ebtEDGE System.



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Wisconsin EBT Project

In 2007, FIS assumed the role as prime contractor for the State of Wisconsin. The conversion from JPMorgan included re-contracting with retailers and TPPs and installing new Vx 510 POS devices in EBT-only locations. Our telephone training campaign was extremely successful with 100% of EBT-only retailers successfully installed via the telephone. Another fundamental conversion task was converting the cardholder database, including transaction history, card demographics data, and benefit information from the previous contractor. Additionally, FIS installed a telecommunications interface with the State’s data center. We also used Simple Object Access Protocol (SOAP) to provide Web Services interoperability between the State’s CARES Worker Web and our ebtEDGE System. We implemented the SIVR functionality. Weekly meetings were held with the State and JPMorgan as part of the Transition Task Force meetings from the onset of the project through the conversion. This allowed FIS regular communications with the outgoing vendor to stay on track with all conversion activities. On October 21, 2007, FIS successfully converted Wisconsin from JPMorgan EFS to the FIS ebtEDGE System.

North Dakota EBT Project

On December 28, 2007 the State of North Dakota awarded FIS their EBT contract. In January 2008 project activities began. The kick-off meeting was held with the State, the Project Plan was finalized and the requirements were defined and finalized. The Transition Task Force was established and conversion activities, including EBT-only retailer re-contracting, development, and conversion testing were done. On March 15, 2009, FIS successfully converted North Dakota from JPMorgan EFS to the FIS ebtEDGE System (on the same weekend as the South Dakota conversion, an industry first).

South Dakota EBT Project

On December 28, 2007 the State of South Dakota awarded FIS their EBT contract. In January 2008 project activities began. The kick-off meeting was held with the State, the Project Plan was finalized and the requirements were defined and finalized. The Transition Task Force was established and conversion activities, including EBT-only retailer re-contracting, development, and conversion testing were done. On March 15, 2009 FIS successfully converted South Dakota from JPMorgan EFS to the FIS ebtEDGE System (on the same weekend as the North Dakota conversion, an industry first).

Arkansas EBT Project

In December 2008, FIS was awarded the State of Arkansas’ EBT contract. The transition concentrated on defining activities such as conversion of the client database, EBT cards, PINs and existing benefits, the loading of historical information such as transaction history into FIS’ data warehouse, recontracting retailers, deploying and installing VeriFone Vx 510 POS devices, and establishing State connectivity. Additionally, FIS redesigned the Arkansas EBT card, moved calls to our U.S.-based customer and retailer call centers, and documented accurate and detailed requirements. In February 2010, Arkansas successfully converted to the FIS ebtEDGE System with no interruption of service to all stakeholders.

District of Columbia EBT Project

In 2011, FIS was awarded the EBT contract for the District of Columbia. The kick-off meeting was held with the State, the Project Plan was finalized and the requirements were defined and finalized. The Transition Task Force was established and conversion activities, including EBT-only retailer re-contracting, development, and conversion testing were done. FIS also set up two, subcontracted card issuance and training locations as part of the transition process. On January 21, 2012, FIS successfully converted the District of Columbia from JPMorgan EFS to the FIS ebtEDGE System.

Tennessee EBT Project

In 2011, FIS was awarded the EBT contract for the State of Tennessee. FIS had been the State’s processor under a subcontracting agreement from 1999-2005. The kick-off meeting was held with the State, the Project Plan was finalized and the requirements were defined and finalized. The Transition Task Force was established and conversion activities, including EBT-only retailer re-



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June 12, 2012 5-35 ITN 02F12GC1


contracting, development, and conversion testing were done. On February 18, 2012, FIS successfully converted Tennessee from JPMorgan EFS to the FIS ebtEDGE System.

FIS’ proven project methodology will ensure the completion of the scope of services and accomplish the required objectives within the State’s project schedule of having the transition completed before July 1, 2013.

Because of our vast experience with EBT, we are confident that we can meet or exceed your expectations. FIS is committed to the continued success of your EBT Project. Our project management approach is to provide a responsive and easily accessible team for the conversion of EBT-only POS equipment, the ebtEDGE ADMIN (administrative terminal), and ongoing operations of your EBT Project and the project transition from the current contract with JPMorgan EFS.

THE FIS PRODUCT PORTFOLIO

FIS delivers banking and payments technologies to more than 14,000 financial institutions and businesses in more than 100 countries worldwide. With more than 30,000 experts in 100 countries, we deliver the most comprehensive range of solutions for the broadest range of financial markets; all with a singular focus—helping our clients succeed. As the number one technology provider to the financial industry worldwide, we offer local sensibility on a global scale. FIS is a solutions company for government, as well as financial markets.

Our portfolio of services is wide-ranging to help organizations be successful now and in the future. For more information on the breadth and depth of our products and services, please visit www.fisglobal.com.

Technology Solutions FIS Offers for Government Markets

Technology Solutions FIS Offers to Financial Markets

EBT WIC EBT Child Care Time & Attendance Child Care Parent Pays Provider Medicaid Transportation Payments Low Income Energy Assistance Program

Payments

Banking Processing Solutions for Community, Midtier and Large Banks, and Credit Unions

Card Processing Solutions

Check Collection Services

Commercial Lending Technology Solutions

ePayment Solutions for EBT, WIC, credit, debit and gift cards



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Technology Solutions FIS Offers for Government Markets

Technology Solutions FIS Offers to Financial Markets

Electronic Payment (Debit) Cards, for programs such as: Child Support Unemployment Insurance (UI) Unemployment Education Program

Education Payments Healthcare Benefit Cards Card Processing Solutions Wireless Payment Solutions for Farmers’ Markets Transaction Acquiring and Switching

Finance Servicing Solutions

Fraud Management

Loan Syndication and Trading Technology Solutions

Technology and Back Office Support

Wealth Management Tools and Services

Transaction Acquiring and Switching

As you can see, FIS offers a wide range of services to many stakeholders. Most important to the State of Florida DCF, we have 20 years of experience in EBT, we are the EBT processor for 14 states, and, as shown above, we can offer the State many products and services in addition to EBT.

FIS’ financial technology solutions support more than 2,250 core processing customers, more than 320 million items processed through our branch capture network and new account risk management, and deposit screening services to more than 8,700 financial institutions. Globally, FIS supports more than 71 million credit card accounts, 42 million loyalty accounts, 78 million debit cards, 380,000 ATMs and two million POS locations through its NYCE nationwide EFT/PIN-debit network. FIS processes nearly 180 million prepaid cards annually and more than 775 million prepaid card transactions, representing more than $27.5 billion in value.

FIS’ EFT SOFTWARE RELIABILITY

Rather than simply follow the lead of technological trends, FIS continues to set the industry standard. We continually enhance our software to stay ahead of our customers’ ever-changing needs. In addition to having the capacity for high volume transaction processing, our software has a long track record of high reliability and availability. Each year, ITUG (HP’s International NonStop Users Group) assesses the performance of transaction-intensive businesses that rely on HP NonStop platforms for maximum availability and up-time. ITUG is a global, not-for-profit, independent organization, representing HP’s NonStop users, consultants, and third-party vendors. During the past


5 Company Profile and Experience 4.2.6.4 Management of Complex Financial Networks

June 12, 2012 5-37

10 years, FIS, or one of our customers running our CONNEX software on the HP NonStop, has won the award on at least eight occasions. Award criteria include: lowest outage minutes sustained, configuration and operational complexity, use of best system practices, quality of outage data, and rate of configuration change. Next to our investment in our people, FIS’ largest investment has always been in our software.

FIS’ vision for the State of Florida is clear and based on our proven experience, seamlessly transitioning older programs to newer, expanded services. The scope of services we provide, based upon high standards for quality and customer service, improved cost-effectiveness, and enhanced level of partnership and collaboration, will carry DCF’s program into the future successfully.

4.2.6.4 Management of Complex Financial Networks Respondents shall describe their experience and that of the subcontractor (if any) in managing complex financial networks involving commercial and proprietary transaction routing and processing.

Since 1968, FIS has been managing complex financial networks involving commercial and proprietary transaction routing and processing for a broad spectrum of customers worldwide. We offer deep experience, an innovative solution set, and a strong global presence, serving more than 14,000 financial institutions in more than 100 countries. We also have processing and technology relationships with 40 of the top 50 global banks, including eight of the top 10. In 2011, American Banker and Financial Insights awarded FIS with its #1 ranking among the FinTech 100.

PAYMENT SOLUTIONS

In addition to the 26 EBT projects we have successfully developed, implemented, and managed throughout the country, FIS offers our commercial clients many different payment solutions that focus on servicing payment and electronic funds transfer needs. We provide a comprehensive set of software and services for the EFT, card processing, item processing, bill payment, and additional government and healthcare payments processing needs of our customers.

Electronic Funds Transfer - Our electronic funds transfer and debit card processing businesses offer settlement and card management solutions for financial

FIS Payment Solutions Highlights:

Support for more than 71 million credit card accounts, 42 million loyalty accounts, 151 million prepaid cards and 78 million debit cards

More than 7,000 debit, credit and checking account loyalty and rewards programs

More than 680 million prepaid card transactions processed annually, representing over $35 billion in value

More than 316 million bill payments processed annually

Support more than 380,000 ATMs globally and two million POS locations through its NYCE EFT/PIN-debit network


5 Company Profile and Experience 4.2.6.4 Management of Complex Financial Networks

June 12, 2012 5-38 ITN 02F12GC1

institution card issuers. We provide traditional ATM- and PIN-based debit network access and emerging real-time payment alternatives through NYCE. We are also a leading provider of prepaid card services which is a fast growing channel. Services include gift cards and reloadable cards with end-to-end solutions for development, processing, and administration of stored-value programs.

Item Processing and Output Services - Our item processing services furnish financial institutions with the equipment needed to capture data from checks, transaction tickets, and other items; image and sort items; process exceptions through keying; and perform balancing, archiving, and the production of statements. Services are performed at one of our item processing centers located throughout the U.S. or on-site at customer locations. Our extensive solutions include distributed data capture, check and remittance processing, fraud detection, and document and report management.

Output services that are ancillary to our primary payment solutions include print and mail capabilities and card personalization fulfillment services. Our print and mail services offer complete computer output solutions for the creation, management, and delivery of print and fulfillment needs.

Credit Card Solutions - Thousands of financial institutions utilize a combination of our technology and or/services to issue VISA®, MasterCard®, or American Express® branded credit and debit cards or other electronic payment cards for use by both consumer and business accounts. Our services range from card production and activation to an extensive range of fraud management services to value-added loyalty programs designed to increase card usage and fee-based revenues. The majority of our programs are full service, including most of the operations and support necessary for an issuer to operate a credit card program. We do not make credit decisions for our card issuing customers, nor do we fund their receivables. In addition, our merchant card processing service provides everything a financial institution needs to manage its merchant card activities including point-of-sale equipment, transaction authorization, draft capture, settlement, chargeback processing, and reporting.

ePayment Solutions – We provide reliable and scalable bill publishing and bill consolidations technology for our customers, generating millions of monthly bills and servicing both billers and financial institution customers. Online bill payment functionality includes credit and debit card-based expedited payments. Our end-to-end presentment and payment solution provides an all-in-one solution to meet billers’ needs for the distribution and collection of bills and other customer documents. FIS also provides automated clearing house processing.

Check Authorization - Our check authorization business provides check risk management and related services to businesses accepting and cashing checks. Our services assess the likelihood (and often provide a guarantee) that a check will clear. Our


5 Company Profile and Experience 4.2.6.5 Experience Responding to Changing Customer’s Needs

June 12, 2012 5-39 ITN 02F12GC1

check authorization system uses artificial intelligence modeling and other state-of-the-art technology to deliver accuracy, convenience, and simplicity to retailers.

4.2.6.5 Experience Responding to Changing Customer’s Needs Respondents shall describe ten (10) instances where they provided significant levels of EBT/EFT services support beyond the scope defined in the initial contract. Respondents shall also describe ten (10) instances where the subcontractor (if any) provided significant levels of EBT/EFT services support beyond the scope defined in the subcontractors initial contract. The Respondents (and subcontractors) description should include the following types of information: What additional EBT/EFT services were provided (i.e., types, scope, value) Were the services provided to the customer at no additional cost If the Respondent (subcontractor) was compensated, was payment based on a pre-approved change order or

contract amendment

FIS continues to enhance our products and services with our clients based on their changing needs, technological advances, new and amended laws, and for overall total stakeholder satisfaction. We pride ourselves on listening to our clients and sharing creative solutions with them that will continue to enhance and further their overall EBT solution beyond what the original contracts requirements might have included. Like FIS, our valued partners/subcontractors, CDP, Inc. and U.S. Bank work with their clients in this same fashion.

In the chart below, we list 10 instances where we have provided significant levels of EBT or EFT services support beyond the scope defined in the initial contract. We have included 10 instances of such events from CDP and from U.S. Bank as well. Within the chart, we have listed the following:

The name of the customer

A description of the additional EBT/EFT service that was provided in each case

Whether or not the services were provided to the customer at no additional cost

If there was compensation for the project, we have noted if the project was a result of a pre-approved change order or contract amendment



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Table 5-4 Experience Responding to Changing Customer Needs

CUSTOMER WHAT ADDITIONAL EBT/EFT SERVICES WERE PROVIDED?

WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

Alabama DHR 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 clients to further information regarding disaster benefits.

No, there was a charge

Pre-approved change order

Alabama DHR In August 2009, FIS was awarded the Non-Emergency Transportation EBT Services contract through the State of Alabama Medicaid Agency. As a separate agency on DHR’s EBT system, Medicaid staff has full access to Medicaid-only client information, history, reporting, and settlement via webADMIN, our administrative terminal application. The Medicaid Non-Emergency Transportation Program allows authorized recipients to pay approved transportation costs using an EBT card. Direct deposit to transportation providers is also supported. This project successfully went live in March 2010.


Contract amendment

Kansas DSRS In 2005, Kansas expanded their EBT system to include child care and to change from a Payment-to-Provider to a Payment-to-Parent system. In support, FIS:

Added 10,200 more cases to our ebtEDGE System.

Developed and tested child care system enhancements.

Completed certification work on interface files between FIS and DSRS.

Developed new reports and batch file records.

Provided training and training materials to clients, providers, and state staff.

Completed the pilot migration of 700 child care providers to the new system in June 2005. By the end of September 2005, all 983 providers had been converted, completing the successful statewide rollout. This considerable endeavor was achieved ahead of schedule and within budget.

Provides Customer Service support to child care clients and providers.


Contract amendment



June 12, 2012 5-41 ITN 02F12GC1



WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

Minnesota DHS Minnesota Statute, Section 256.987, subd. 3 EBT Use Restriction to Certain States.

MN clients receiving cash benefits are restricted to accessing them from ATM and POS devises located in MN, IA, ND, SD and WI.

FIS performed system coding to block cash transactions not originating within the 5 designated States, removed the QUEST Logo from the back of the State’s EBT card, processed contract amendments with all the EBT-only merchants and TPPs as the State can no longer be QUEST, provided an IVR upfront message to Cardholdersregarding this project, also posted NEWS Item on the Cardholder and Merchant Portal, made modifications to the State’s card carrier and updated client videos.

Developed at no cost

Additional services are at a cost.

Contract amendment

Missouri DSS Enhancements to Settlement Reporting and Reconciliation In 2011, the State of Missouri awarded its EBT contract to FIS for at least 5 more years. As part of the transition to the new contract, FIS developed three new reports to assistthe State in reconciling Issuance and other related financial information with its internal accounting systems. The three new reports are:

Cash Issuance Report (Daily) – shows daily totals for Cash Issuance, Cancellations, Expungements, Repayments, and Expirations.

Cash Balancing Report (Daily) – shows daily Cash Issuance totals (by availability date), and shows the previous month’s totals (by availability date) for Cash Issuance, Cancellations, Expungements, Repayments, and Expirations.

Repayment Monthly Report (Monthly) – shows all repayments for the month in chronological order, and provides the monthly totals for both SNAP and Cash repayments

Yes, no charge




June 12, 2012 5-42 ITN 02F12GC1



WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

North Carolina DHHS FIS worked with the State to develop a solution in which EBT clients with mobile phones can choose to view details about their accounts in one of two ways: Mobile Browsing or Mobile Text Messaging.

Mobile Browser: If a user chooses the browser on their mobile phone, they use the same web address that they would use as if they were at a PC to reach the client web portal. FIS determines that the device is from a mobile device, so instead of giving this use an itty bitty screen with little details, we’ve customized it to be easily viewable and appropriate for the mobile device viewing screen. These users must enter in their card number and PIN to gain access to the information.

Mobile Text Messaging: These clients must go through a registration process to link their account to their phone. Once we’ve established this link, the user simply enters a text message BAL to get their current balance. There are several other commands available to enhance the State’s clients’ experience.

Yes, no charge


Rhode Island DHS The RI Restaurant Meals program was done at a shared cost between RI and FIS. The FIS ebtEDGE System was enhanced as follows:

FNS approved restaurant merchants are allowed to be setup in ebtEDGE

Clients are setup on the RI eligibility as eligible for participation in the RI Restaurant Meals program

The RI client is updated on the ebtEDGE system as eligible for the restaurant meals program

Restaurant SNAP transactions for non-RI client will get switched to the processor for the client’s State for approval

The ebtEDGE System allows full interoperability for RI clients at any approved FNS restaurant

Special reports were developed to aid RI in tracking the use of SNAP benefits by client and by merchant

The RI restaurant meals program went through a successful user acceptance test with the state, FIS, and FNS as participants. A pilot program was initiated with several Subway restaurants to get the program started.





June 12, 2012 5-43 ITN 02F12GC1



WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

South Dakota DSS Using Direct Deposit for Child Support and other Program Payments In 2008, following South Dakota’s award of its contract to FIS, we entered into a Contract Amendment to allow the State to make Direct Deposit (ACH) payments to clients for a half-dozen different programs. South Dakota pays FIS a small fee for each ACH payment that we process. In 2012, we entered into a new agreement to add one additional program – TANF – to the State’s menu of programs that can make ACH payments into client accounts. The 2012 addition was made via a Customer Authorization, without any monetary charge to the State.

Using EBT Card Information to Verify WIC Eligibility In March 2012, South Dakota signed a Customer Authorization so that FIS could begin sending a new daily file that lists all Active card numbers as well as the numbers associated with cards that have been Issued, but not yet Activated. The purpose of this file is to allow the Department of Social Services to pass the information along to the Department of Health, which uses the SNAP card information to verify new applicants’ eligibility for the WIC program.



Tennessee DHS TN VIP eligibility system upgrade is currently in progress and we are detailing the requirements now. The project is to interface the new TN VIP eligibility system to the FIS ebtEDGE System. Interface will be mainly through a host to host interface. The host to host will send adds and updates for demographic and benefit information real time from VIP to ebtEDGE. The ebtEDGE System will update the information real time and send a response back to VIP. There will also be a batch interface between VIP and ebtEDGE. FIS will support the setup and testing of both the host to host and batch interfaces.

Yes, no charge




June 12, 2012 5-44 ITN 02F12GC1



WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

Wisconsin DHFS FIS and the State of Wisconsin utilize Simple Object Protocol (SOAP), a web service product, to integrate the State of Wisconsin CARES Worker Web (CWW) application with FIS’ ebtEDGE System. FIS worked with the State of Wisconsin to customize the message formats to accommodate the Wisconsin Eligibility System requirements for minimum impact on the State’s internal systems and State and County staff. The Wisconsin specific SOAP messages are used to request, retrieve and display EBT information in the state’s CWW. Additionally, based on security roles, some State and County staff can also submit add and change records to FIS from Wisconsin’s CWW. By utilizing SOAP to display EBT detail in Wisconsin’s CWW and to send add and change records to FIS, State and County staff use a single application (CWW) and one ID and password to review and edit both State eligibility data and EBT data. By State design, few State and no County workers have access FIS’ ebtEDGE application. Supporting the State of Wisconsin in this effort minimized impact to all Wisconsin staff involved with EBT and effectively simplified daily operations.

Yes, no charge


Table 5-5 CDP Experience Responding to Changing Customer Needs


WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

State of Kentucky Disaster planning services No, there was a charge

Contract amendment

State of Kentucky 1099 reporting No, there was a charge

Contract amendment

State of Kentucky Stand beside POS management system No, there was a charge

Contract amendment



June 12, 2012 5-45 ITN 02F12GC1

Table 5-5 CDP Experience Responding to Changing Customer Needs


WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

State of Kentucky Compliance with WIC operating rules and TIG No, there was a charge

Contract amendment

State of Kentucky Enhancements to stand-beside POS No, there was a charge

Contract amendment

State of Kentucky Enhancements for query and access to Account information


Contract amendment

State of Kentucky Implementation of MIS to EBT Universal Interface No, there was a charge

Contract amendment

State of Kentucky Support canned / frozen CVB items No, there was a charge

Contract amendment

State of Kentucky Generate reconciliation alerts No, there was a charge

Contract amendment

State of Kentucky Support for retail integration activities No, there was a charge

Contract amendment

Table 5-6 U.S. Bank Experience Responding to Changing Customer Needs


WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

State of Oregon Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008.

Yes, no charge


State of Ohio Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008.

Yes, no charge



5 Company Profile and Experience

June 12, 2012 5-46 ITN 02F12GC1

Table 5-6 U.S. Bank Experience Responding to Changing Customer Needs


WERE THE

SERVICES

PROVIDED

AT NO

COST?

WAS PAYMENT BASED

ON A PRE-APPROVED

CHANGE ORDER OR

CONTRACT

AMENDMENT?

State of Minnesota Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008. Took on additional prepaid programs for the state.

Yes, no charge


State of North Dakota

Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008. Took on additional prepaid programs for the state.

Yes, no charge


State of Nebraska Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008. Took on additional prepaid programs for the state.

Yes, no charge


State of Arkansas Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008. Took on additional prepaid programs for the state.

Yes, no charge


State of South Dakota

Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008. Took on additional prepaid programs for the state.

Yes, no charge


State of Wyoming Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008.

Yes, no charge


State of Idaho Unemployment Insurance (UI) – Provided unanticipated prepaid card services for additional volumes as a result of the unemployment rate rising in 2008.

Yes, no charge


State of Minnesota Child Support (CS) – Agreed to take on additional prepaid card support for the MN Child Support program.

Yes, no charge



5 Company Profile and Experience 4.2.6.6 Government or Commercial Customers Qualifications

June 12, 2012 5-47 ITN 02F12GC1

4.2.6.6 Government or Commercial Customers Qualifications Respondents shall provide a list and description of government or commercial customers for whom the Respondent and subcontractors (if any) has provided services in the past 10 years or currently provides relevant financial services. Respondents shall provide a project description to include the following on both the Respondent and the subcontractor (if any): Scope of work performed Effective project dates Scheduled and actual completion dates Contract value Respondents roles and responsibilities

FIS has listed all of the EBT clients for whom we have provided services in the last 10 years in the following table. For all of our customers, FIS provided the following items in our scope of work:

ebtEDGE System

Project and contract management

EBT conversion/transition

Training services and materials

EBT account set-up and maintenance

Batch file receipt and processing

webADMIN

Retailer and TPP management

EBT-only POS terminal software, installation, and maintenance

Transaction processing: acquiring, switching, and authorization

Card issuance/replacement


Reporting

24/7 Client and Retailer Customer Service and State Support

Data Warehouse Access

Operations support

Disaster Recovery

FIS’ responsibilities for each project are the same in that we provided all the items in the scope of work described above. We included our role on each project, defined as prime contractor or subcontractor, in the following table.



June 12, 2012 5-48 ITN 02F12GC1

Table 5-7 FIS Government Customer Qualifications

CUSTOMER PROGRAM(S) CONTRACT DATES (INCLUD NG PROJECT

COMPLETION DATE) CONTRACT VALUE

Alabama DHR Role: Prime Contractor

SNAP Cash Medicaid Transportation BenefitsDebit Card for UI

Contracted: 3/2002-4/2012 Converted to FIS: 8/1/2002 Deconverted from FIS: 4/22/2012

$36.3M

Arkansas DHR Role: Prime Contractor

SNAP Cash

Contracted: 5/2009-4/2016 Converted to FIS: 2/22/2010

$11.3M

Delaware DHSS Role: Prime Contractor

SNAP Child Support Debit Card


$8.6M

District of Columbia Role: Prime Contractor

SNAP Cash


$4.3M

Kansas DSRS Role: Prime Contractor

SNAP Cash Child Care Parent pays Provider


$46.3M

Minnesota DHS Role: Prime Contractor

SNAP Cash

Contracted: 7/1996 – 4/2015 Converted to FIS: 6/18/1997

$55.9M

Missouri DSS Role: Prime Contractor

SNAP Cash


$82.8M

New Jersey DHS Role: Prime Contractor

SNAP Cash


$51.3M

North Carolina DHHS Role: Prime Contractor

SNAP Contracted: 7/2002-6/2017 Converted to FIS: 4/19/2003

$65.7M

North Dakota DHS Role: Prime Contractor


$1.5M

Oregon DHS Role: Prime Contractor

SNAP Cash Child Care Time & Attendance


$46.4M

San Bernardino County, CA Role: Prime Contractor

SNAP Contracted: 4/1997-3/2005 Converted to FIS: 4/1997 Deconverted from FIS: 2/2005

$6.0M

San Diego County, CA Role: Prime Contractor

SNAP Contracted: 4/1997-3/2005 Converted to FIS: 4/1997 Deconverted from FIS: 2/2005

$3.8M



June 12, 2012 5-49 ITN 02F12GC1

Table 5-7 FIS Government Customer Qualifications

CUSTOMER PROGRAM(S) CONTRACT DATES (INCLUD NG PROJECT

COMPLETION DATE) CONTRACT VALUE

South Dakota DSS Role: Prime Contractor

SNAP Contracted: 3/2009-6/2013 Converted to FIS:3/15/2009

$2.7M

Tennessee DHS Role: Prime Contractor

SNAP Cash


$22.8M

Utah DWS Role: Prime Contractor

SNAP Cash Child Care Parent pays Provider UWORKS Debit Card

Contracted: 02/1995–7/2010 Converted to FIS: 9/11/1996 Deconverted from FIS: 7/18/2010

$22.5M

Wisconsin DHFS Role: Prime Contractor


$7.2M

FIS also has an agreement with Xerox State and Local Solutions to provide switching services for all of their states: California, Illinois, Iowa, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Jersey, Ohio, Oklahoma, Texas, and Virginia. The effective dates of this contract are 7/2009 through 6/2014.

FIS also has relevant WIC EBT contracts within the last 10 years as described in the following table. Table 5-8 FIS Government WIC Customer Qualifications

CUSTOMER SCOPE OF WORK/ROLES AND

RESPONSIB LIT ES CONTRACT DATES CONTRACT VALUE

Chickasaw Nation and Nevada WIC Role: Subcontractor

FIS provides:

Transaction acquiring for e-WIC-only terminals

Manages an Approved Product List (APL) automated update mechanism

Retailer Help Desk

Settlement and reconciliation with the retailers

Contracted: 9/2010-12/2012

$0.6M

Kentucky Role: Subcontractor

FIS provides:

Gateway services for Integrated Retailers

Settlement and reconciliation of daily transaction activity

Transmission of the daily APL files

Contracted: 7/2009-7/2013

$0.5M

West Virginia FIS provides: Contracted: 4/2011-4/2014 $2.0M



June 12, 2012 5-50 ITN 02F12GC1

Table 5-8 FIS Government WIC Customer Qualifications



Role: Prime Contractor

Project and contract management

Training services and materials

Account set-up and maintenance

Batch file receipt and processing

WIC Direct Administrative Clinic System

Vendor management

WIC-only POS software, installation, and maintenance

Transaction processing: acquiring, switching, and authorization

Card issuance/ replacement


Reporting

24/7 Client and Retailer Customer Service and State Support

Operations support

Disaster Recovery

FIS has also included information on applicable contracts from our subcontractors, CDP, Inc. and U.S. Bank, in the following tables.

Table 5-9 CDP, Inc. Customer Qualifications



Kentucky Department of Public Health Kentucky WIC Program

The scope of this project included the design, development, implementation and maintenance of the online WIC EBT system now known as WIC Direct. The system supports reconciliation of WIC EBT transactions for vendors, third-party processors, and Gateway processors. It also provides WIC program management staff with a variety of financial reports/reporting tools. CDP provides ongoing enhancements, customer support, maintenance, project management, hosting, and quality assurance services for this project.

July 2007 to 2011 (rollout completed) Ongoing services as referenced below.

$8,000,000



June 12, 2012 5-51 ITN 02F12GC1




Kentucky Department of Public Health

Local Health Operations

CDP converted the Kentucky health department legacy Patient Services Reporting System to a modern, web-based clinic management system. This system is used by health departments to efficiently manage accounts receivable, billing, benefit issuance, reporting, scheduling, registration, WIC certification, income assessment and visit entry. CDP provides ongoing enhancements, support, maintenance, project management, hosting, and quality assurance services for this project.

Ongoing – July 2007 to December 2012

$5,000,000/year

United States Department of Health & Human Services, Indian Health Service

CDP designed and developed a WEB-based environmental health data system to be utilized nationwide. This Environmental Health Inspection System is used for health inspections for food establishments, tanning salons, public swimming pools, body art facilities, schools, public water systems, air quality, onsite wastewater systems, underground storage tanks, and nuisance complaints. Financial modules include A&R, Permits, Fees, and Reporting. CDP designed, developed, and implemented the system in 2011 including project management, quality assurance, training, and documentation. Ongoing services include maintenance, enhancements, customer support, and operations.

January 1, 2012, Actual January 16, 2012

$1,168,300

West Virginia Bureau for Public Health, Office of Nutrition Services, WIC Program

CDP is designing and developing an online eWIC system for the West Virginia WIC Program. This system will be integrated with the Crossroads Management Information System (SAM-State Agency Model). The scope of work includes project management, system and interface design, system development and testing, training, pilot, rollout, clinic and retailer enablement,

Scheduled completion date – 5/2014

$4,039,668



June 12, 2012 5-52 ITN 02F12GC1




card planning and assessment, and operations. CDP provides project management, WIC EBT subject matter expertise, retailer and clinic enablement/expertise, quality assurance and testing for this project.

Salt Lake Valley Health Department

CDP designed, developed, maintains and enhances both a clinic management system and an environmental health management system for the Salt Lake Valley Health Department. This system is used by health departments to efficiently manage accounts receivable, billing, benefit issuance, reporting, scheduling, registration, WIC certification, income assessment and visit entry and to conduct environmental health inspections. CDP provides ongoing enhancements, quality assurance services, support, maintenance, project management, hosting, hardware and peripherals assembly, hardware system assembly, and on-site installation for this project.

Ongoing – July 1, 2011 to June 30, 2017

$890,453

Table 5-10 U.S. Bank Customer Qualifications

STATE CLIENT SCOPE/ROLE & RESPONSIB LIT ES LAUNCHED ENDED CONTRACT

VALUE/CARD VOLUME

State of Oregon U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2003 TBD 280,457

State of Ohio U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2006 TBD 302,311

State of Minnesota U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2006 TBD 116,970

State of North Dakota U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2007 TBD 29,287



June 12, 2012 5-53 ITN 02F12GC1

Table 5-10 U.S. Bank Customer Qualifications STATE CLIENT SCOPE/ROLE & RESPONSIB LIT ES LAUNCHED ENDED CONTRACT

VALUE/CARD VOLUME

State of Nebrarska U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2007 TBD 72,465

State of Arkansas U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2008 TBD 273,558

State of South Dakota U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2008 TBD 32,269

State of Wyoming U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2008 TBD 43,234

State of Idaho U.S. Bank provided prepaid card program management for their Unemployment Insurance (UI) disbursement program.

2010 TBD 62,990

State of Colorado Provided prepaid card program management for their Child Support (CS) Program.

2001 TBD 23,701

State of Washington Provided prepaid card program management for their Child Support (CS) Program.

2001 TBD 80,969

State of Minnesota Provided prepaid card program management for their Child Support (CS) Program.

2003 TBD 71,927

State of Iowa Provided prepaid card program management for their Child Support (CS) Program.

2003 TBD 67,900

State of Oregon Provided prepaid card program management for their Child Support (CS) Program.

2003 TBD 64,639

State of Nebraska Provided prepaid card program management for their Child Support (CS) Program.

2004 TBD 31,035

State of North Dakota Provided prepaid card program management for their Child Support (CS) Program.

2004 TBD 12,872

State of South Dakota Provided prepaid card program management for their Child Support (CS)

2004 TBD 12,384


5 Company Profile and Experience 4.2.6.7 EBT/EFT Services Experience References

June 12, 2012 5-54 ITN 02F12GC1

Table 5-10 U.S. Bank Customer Qualifications STATE CLIENT SCOPE/ROLE & RESPONSIB LIT ES LAUNCHED ENDED CONTRACT

VALUE/CARD VOLUME

Program.

State of Michigan Provided prepaid card program management for their Child Support (CS) Program.

2005 TBD 235,038

State of Arkansas Provided prepaid card program management for their Child Support (CS) Program.

2006 TBD 37,064

State of Wyoming Provided prepaid card program management for their Child Support (CS) Program.

2007 TBD 6,061

State of Montana Provided prepaid card program management for their Child Support (CS) Program.

2009 TBD 13,319

4.2.6.7 EBT/EFT Services Experience References The Respondent must provide a minimum of three (3) separate references using the table located in Appendix VI for verifiable clients where the Respondent provided EBT/EFT services as described in Section 4.2.6.2. Confidential clients shall not be included. Do not list the DCF as a client reference.

The lifeblood of our contract with Florida is how we will perform year after year, how we will step up to issues, and how we will help transform your future goals into reality. FIS’ greatest strength—what differentiates us from our competitors—is our track record with our customers. We keep our commitments. We identify and resolve issues quickly and to your satisfaction.

Year after year, on the annual survey our EBT customers rate FIS “excellent.”


5 Company Profile and Experience 4.2.6.8 Government or Commercial Customer Qualifications References

June 12, 2012 5-55 ITN 02F12GC1

The annual rating is the result of client satisfaction built on FIS’ daily interaction with our clients. We recognize that the success of any EBT Project is directly related to effective communication among all parties involved in the project. DCF staff must have a timely and accurate flow of information, in addition to access to EBT project staff.

As one of our core values of Client Focus, FIS has an excellent history of working closely with our customers and service providers and suppliers to help ensure that open lines of communication are created and maintained. FIS’ communication approach and tools allow us to closely monitor and maintain satisfaction among our EBT clients.

Result: satisfied customers.

On the ITN Appendix VI form inserted at the end of this tab, we offer Florida our EBT/EFT Services Experience References from Tennessee, Alabama, and the District of Columbia. The people listed as the contacts are knowledgeable about our performance for their EBT contract. We encourage the State to contact any or all of these individuals.

4.2.6.8 Government or Commercial Customer Qualifications References The Respondent must provide a minimum of three (3) separate references using the table located in Appendix VI for verifiable clients where the Respondent provided relevant financial services to a government or commercial customer or currently provides relevant financial services as described in Section 4.2.6.6. These references are separate from the three (3) references provided in Section 4.2.6.7 for specific EBT/EFT Services. Confidential clients shall not be included. Do not list the DCF as a client reference.

On the ITN Appendix VI form inserted at the end of this tab, FIS offers Florida our EBT/EFT Services Experience References from Kansas, Missouri, and North Carolina. The people listed as the contacts are knowledgeable about our performance for their EBT contract. We encourage the State to contact any or all of these individuals.


5 Company Profile and Experience 4.2.6.9 Subcontractor Government or Commercial Customers

Qualifications References

June 12, 2012 5-56 ITN 02F12GC1

4.2.6.9 Subcontractor Government or Commercial Customers Qualifications References The Respondent must provide a minimum of three (3) separate references for the subcontractor using the table located in Appendix VI for verifiable clients where the subcontractor provided relevant financial services to a government or commercial customer or currently provides relevant financial services as described in Section 4.2.6.6. Confidential clients shall not be included. Do not list the DCF as a client reference.

On the ITN Appendix VI forms inserted at the end of this tab, we offer Florida three separate references from both of our subcontractors, CDP, Inc. and U.S. Bank. The people listed as the contacts are knowledgeable about our subcontractors’ work. We encourage the State to contact any or all of these individuals.

4.2.6.10 State of Florida References The Respondent must provide a minimum of (3) references for verifiable clients where the Respondent is conducting or has conducted business in the State of Florida for current contracts or for contracts within the past five years using the table located in Appendix VI. If the Respondent has not performed work with the State of Florida in the past 5 years this requirement is waived. The client references included should be for projects where the Respondent was the prime contractor. The clients listed should be for work similar in nature to that specified in this ITN or IT related projects. References provided in Sections 4.2.6.7, 4.2.6.8 and 4.2.6.9 above can be counted toward this minimum requirement.

On the ITN Appendix VI form inserted at the end of this tab, we offer Florida three State of Florida references. The people listed as the contacts are knowledgeable about FIS’ work. We encourage the State to contact any or all of these individuals.

4.2.6.11 Reference Instructions The same client may not be listed for more than one (1) reference. For example, if the Respondent has completed a project for the Florida Department of Transportation – District One and one project for the Florida Department of Transportation – District Two, only one of the projects may be listed because the client, the Florida Department of Transportation, is the same. Firms that are currently parent or subsidiary companies to the Respondent will not be accepted as Past Performance references under this solicitation. In the event that the Respondent has had a name change since the time work was performed for a listed reference, the name under which the Respondent operated the time that the work was performed must be given at the end of the project description for that reference in Appendix VI. The Department reserves the right to contact the customer or visit the customer’s site to verify the Vendor’s assertions of project type, range and scope, satisfactory completion of the customer’s project, and performance against service levels. The Department reserves the right to contact and verify references provided and reserves the right to contact clients not listed in the reply(s). References should be available to be contacted during normal working hours. The Department will choose, at its own discretion, a minimum of two (2) of the Respondent’s references in Sections 4.2.6.7, 4.2.6.8, 4.2.6.9 and 4.2.6.10 to contact in order to complete an evaluation questionnaire. Failure to provide the required information for a minimum of three (3) separate and verifiable clients for Sections 4.2.6.7, 4.2.6.8, 4.2.6.9 and 4.2.6.10 in the spaces provided in Appendix VI shall result in the Respondent receiving a score of zero (0) for the Past Performance Reference section of the evaluation for each Section not completed.

FIS understands and has complied with all of the instructions given by the State regarding our customer references. FIS has not listed the same client for more than one (1) reference.


5 Company Profile and Experience 4.2.6.12 Disclosure of Lawsuits and Administrative Proceedings

June 12, 2012 5-57 ITN 02F12GC1

FIS has not changed our name since the time work was performed for any of our clients listed throughout our references.

FIS understands that the Department reserves the right to contact the customer or visit the customer’s site to verify the Vendor’s assertions of project type, range and scope, satisfactory completion of the customer’s project, and performance against service levels and that the Department reserves the right to contact and verify references provided and reserves the right to contact clients not listed in the reply(s).

We also understand and assure the State that our references will be available to be contacted during normal working hours. FIS is aware that the Department will choose, at its own discretion, a minimum of two of our references in Sections 4.2.6.7, 4.2.6.8, 4.2.6.9 and 4.2.6.10 to contact in order to complete an evaluation questionnaire. We have completed ITN Appendix VII forms for three separate and verifiable clients for each of Sections 4.2.6.7, 4.2.6.8, 4.2.6.9 and 4.2.6.10.

We welcome the State to contact any and all of our references listed.

4.2.6.12 Disclosure of Lawsuits and Administrative Proceedings Respondents must disclose prior or current legal and disciplinary actions taken in current or past EBT/EFT services contract engagements in their replies to this ITN. Respondents must fully disclose legal or disciplinary actions taken: By the Respondent against a customer or by the customer against the Respondent By a proposed subcontractor against a prime contractor, including the Respondent By a prime contractor, including the Respondent, against a proposed subcontractor By a proposed subcontractor against a customer or by a customer against the proposed subcontractor [NOTE: For purposes of this subsection only, the term “subcontractor” shall apply to any subcontractor proposed by

the Respondent that will provide or manage the delivery of a core service as defined by this ITN.] Respondents are required to disclose the following types of legal and administrative actions: Administrative complaints filed Administrative proceedings, past and present Lawsuits filed In disclosing these required legal and administrative actions Respondents must include the following information in the description of the action: Name of each party to the suit/proceeding, role and responsibilities Contract or project name; identifier/numbers Basis for suit/proceeding and proposed remedy(ies) Legal or administrative jurisdiction, administrative body Date and description of final outcome or, if pending, current status

eFunds Corporation’s parent corporation, Fidelity National Information Services, Inc., in the ordinary course of business, is involved in various pending and threatened litigation matters related to operations. These may include some class-action litigation and also may involve governmental or regulatory agency inquiries or investigations from time to time. Any such matters of a material nature are fully disclosed in our parent’s Annual Reports on Form 10-K, Quarterly Reports on Form 10Q, and Current Reports on Form 8-K, and amendments to


5 Company Profile and Experience 4.2.6.12 Disclosure of Lawsuits and Administrative Proceedings

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these reports. These are available on our website, www.fisglobal.com, as soon as reasonably practical after they are filed or furnished to the Securities and Exchange Commission.

As it relates to eFunds Corporation, as of the date of our response to this ITN, to the best of our knowledge and belief, there is no litigation, protest, or action of a material nature relating to the quality or performance of EBT, EFT, or related services for any local, county, state, or federal government agency, public or private association, or private organization.


6 Description of Project Staffing 4.2.7.1 Proposed Organization and Staffing

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6 Description of Project Staffing 4.2.7.2 Project Staffing Qualifications

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7 Description of Respondent’s Technical Capability and Approach 2. Services to be Provided 2.1. Service Requirements

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7 Description of Respondent’s Technical Capability and Approach ITN Section 4.2.8 Respondent must demonstrate their technical capability and approach to meet the core requirements outlined in Appendix I, Attachment I. The requirements defined in Appendix I, Attachment I are in draft form and should not be considered restrictive and limiting on the potential for proposed increased levels of service and functionality. It is the desire of the Department that the Respondent provide the most advantageous solution to providing EBT/EFT services and is open to discussing changes to the requirements with Respondents if the changes are advantageous to the Department in terms of functionality or cost.

2. Services to be Provided ITN Attachment I – Section 2 The Provider shall provide an EBT/EFT solution with all appropriate services, hardware and software. The Provider will provide the following services and support: Account Setup Benefit Authorization Account Maintenance Card and PIN issuance Training for Cardholders, Retailers, and Administrative Staff Cardholder, Retailer, and State Customer Service Transaction Processing, Routing, and Switching Retailer Management Settlement Services Reconciliation Services EBT-only POS Services Reporting Fraud Detection/Prevention Management Disaster Services

For the past 20 years, FIS has successfully developed, implemented, and managed 26 EBT projects throughout the country. Today we are the prime EBT contractor for Arkansas, the District of Columbia, Kansas, Minnesota, Missouri, North Carolina, North Dakota, Oregon, South Dakota, Tennessee, and Wisconsin, several of which have been FIS customers since they processed their very first EBT transactions. Additionally, FIS provides other critical EBT services as a key subcontractor to New Hampshire, Rhode Island, and Vermont, which use our ebtEDGE System––the leading electronic benefits transfer system in the country––to process their SNAP and Cash benefit transactions. FIS also has a subcontractor role in several WIC projects throughout the country, and has been awarded the e-WIC contract in West Virginia as the prime WIC vendor. In total, 45 states use one or more of our services. Our customers trust the quality, reliability, and continued enhancement of our EBT system and solutions, and the team of experienced EBT professionals who manage them. FIS has a long history of providing systems to deliver public assistance electronically, from SNAP and Cash to WIC, Child Care, and several types of prepaid card disbursements. FIS has the expertise and experience to deliver all of the programs included in this procurement.



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FIS is also proud to be on the forefront of the transition of WIC from paper to electronic delivery of benefits, known as WIC EBT or e-WIC, along with our subcontractor, and WIC EBT partner, CDP, Inc. Throughout the nation, FIS currently provides a number of unique services to the WIC community that help deliver WIC benefits to clients, as well as streamline operations to vendors.

Through our experience, FIS is uniquely positioned to effectively transition and support the Florida EBT Project. With this procurement, FIS is excited to offer the State the opportunity to use our high-quality, industry standard ebtEDGE System and all related services, and staff expertise. Upon contract execution with FIS, we will provide our complete set of EBT services, including:

All project and contract management

Account setup and benefit authorizations – both online and through batch processing

Existing file formats to transfer necessary data between the State and FIS

Account maintenance services

Card processing services, including production, issuance, and card issuance equipment upkeep, replacement, and maintenance

Client, retailer, and State staff training and training materials

24/7 Customer Service Centers for clients, retailers, and State staff

Hardware, software, and transaction processing services

EBT-only acquiring and switching

Retailer and network management

Broad cash access footprint

Settlement and reconciliation of EBT transactions among all electronic benefit transfer participants

POS equipment installation and maintenance

Project reporting

Reports to track and monitor system activity and performance

Operations support

Fraud detection/prevention management

Disaster services

FIS has the depth and breadth of knowledge to successfully meet the State of Florida’s technical and functional requirements as outlined in this ITN.



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EBTEDGE SYSTEM OVERVIEW

Throughout our Technical Proposal, FIS describes how we will meet the requirements of the ITN: develop, test, implement, and operate our ebtEDGE System in the State of Florida; adhere to all regulations; and exceed performance standards.

The ebtEDGE System, providing EBT processing to states since 1992, is an industry standard application that uses the commercial infrastructure and operates in conformance with federal regulations, applicable national standards, and the State’s performance expectations.

ebtEDGE is a processing system that manages, supports, and controls the electronic payment of government benefits for the purchase of goods and services in retail and provider environments, and controls the distribution of cash in bank network and retail environments.

ebtEDGE is designed to seamlessly interface with existing commercial networks and POS terminals. It is a fully tested, federal and state-approved EBT system currently operating in Arkansas, the District of Columbia, Kansas, Minnesota, Missouri, New Hampshire, North Carolina, North Dakota, Oregon, Rhode Island, South Dakota, Tennessee, Vermont, and Wisconsin.

ebtEDGE delivers:

Cash assistance benefits through ATMs

Cash, SNAP and/or WIC EBT (Women, Infants and Children) benefits through POS devices

Child care benefits through a provider web interface, POS devices or IVR (Interactive Voice Response) units

EBTEDGE SYSTEM FUNCTIONS

The ebtEDGE System has a single-source functional processing flow, which is built on four closely integrated functions (described in the following sections) that provide full payment and distribution services.



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Figure 7-1 FIS EBT System Components Flow The Acquiring, Authorization, Support Services, and Administrative Functions are the core of the ebtEDGE System.



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Acquiring Function The Acquiring Function (Figure 7-2) is the front end of the FIS ebtEDGE System. This function consists of the equipment, communications, and software that allow clients to access their benefits.

The components of the Acquiring Function include:

Ability to acquire transactions on states’ EBT-only POS devices and route them based on BIN

Ability to acquire FIS-state transactions, via the EBT Gateway, from other EBT vendors that are transmitted based on BIN

ATM network and TPP links that acquire ATM or POS terminal transactions

Communications hardware and software

FIS acquiring system hardware and software

Hardware and software placed in the retailer and cash dispensing locations

Figure 7-2 Acquiring Function

The FIS EBT Gateway provides a means for retailers, third-party processors (TPPs), and ATM networks to connect to EBT processors. It uses the FNS REDE file to validate that SNAP transactions are coming from FNS-approved retailers. The FIS EBT Gateway (Figure 7-3) is configured to allow cardholders to perform in-state and out-of-state transactions.



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Figure 7-3 FIS’ EBT Gateway The FIS EBT Gateway is the only switch that provides full interoperability among all EBT processors.

The system software for the Acquiring Function is the control point for all EBT transactions. It processes transactions from system-linked POS or ATM terminals and manages the security of communication, data, and POS access links.

EBT-only retailer activity passes to the Acquiring Function through POS transactions. Clients create these transactions when making food purchases, cash withdrawals, or balance inquiries via a POS device at a participating retailer. The acquiring software recognizes food benefit purchases or refunds, cash benefit withdrawals, and balance inquiry requests. All transactions require the client’s PIN. The acquiring software formats the appropriate transaction message, routes it to the host, and creates a receipt upon completion of the transaction. If a transaction denial message is sent back due to insufficient funds, the message receipt will advise the client of the balance. The receipts printed after each transaction meet FNS regulations and ANSI EBT ISO 8583 EBT standards.



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Authorization Function The Authorization Function (Figure 7-4) consists of the hardware and software used to approve or deny a financial transaction. The main component of this platform is the state-of-the-art database software, known as the FIS Authorization Engine (AE), which stores authorized benefit and client information.

Figure 7-4 Authorization Function

Along with maintaining the EBT Authorization Database/Authorization Engine, the Authorization Function provides real-time approval of financial requests and balance inquiries via POS devices, ATMs, and the Customer Service IVR. After receiving a financial request from the Acquiring Function, the Authorization Engine is accessed to validate the transaction request and determines if the transaction can be accepted through various database checks including:

Can the terminal accept EBT transactions? Verifies whether the requesting POS device is located at a valid FNS-approved retailer (for SNAP transactions) using the REDE file.

Is this an active EBT Card? Verifies the status of the EBT card and identifies the cardholder associated with the card.

Is the PIN the client entered valid? Verifies the encrypted PIN to the encrypted PIN block on the database.

Does the client have sufficient funds? Verifies whether the account balance is sufficient to fulfill the amount requested.

What is the benefit dispense priority? Verifies benefits are dispensed first-in/first-out and then in the sequence desired by the State.

The client’s account balance is updated immediately for all approved financial requests.



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Support Services Function The Support Services Function (Figure 7-5) provides all of the support and management information for the FIS ebtEDGE System. Components of this function include:

Transaction logging and history


Reporting

Card management

State benefit and card maintenance files

Figure 7-5 Support Services Function

The Support Services Function is responsible for all of the processes surrounding electronic payments business services, such as daily settlement, reporting, and money movement. These processes include:

Logging all benefit authorization database adds, updates and financial requests on a real-time basis, including expungement of stale accounts

Generating, controlling, and distributing all financial and management reports. EBT funds are moved and settled nightly for each benefit type (SNAP and Cash) and terminal access (POS, ATM) available for that benefit type.

Acquiring daily, monthly, and other transmissions of benefit authorizations and card maintenance batches from our states

Transmitting benefit aging and daily transaction extract files of financial activity to FIS’ EBT customers

Storing transaction data used in creating FIS’ ebtEDGE System reports



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Administrative Function The Administrative Function (Figure 7-6) consists of the hardware and software that allow State, county, federal, and FIS’ Customer Service Center (CSC) staff to access the FIS ebtEDGE System database files. Components of this function include:

Web-based administrative terminal hardware and software

Communications network hardware and software

Figure 7-6 Administrative Function

The Administrative Function provides update and inquiry access to the FIS ebtEDGE System database through various administrative transaction methods, including the webADMIN application, batch interface, and IVR.

The FIS ebtEDGE System offers the most comprehensive and innovative administrative terminal options in the industry. Currently, the ebtEDGE System offers our customers the following administrative solutions to connect to the EBT database:

webADMIN, a browser-based administrative terminal

Host-to-host interface

Web services (SOAP [Simple Object Access Protocol])

The FIS Client Customer Service Center also uses the Administrative Function to support client and retailer inquiries, as well as to process manual SNAP voice authorizations and to status lost, stolen, or damaged client cards. Online access or file transmissions of EBT transaction and settlement reports are also included in the Administrative Function.

Other EBT services include providing:

Call centers with 24/7 toll-free customer service for clients, retailers, and State staff

Project management activities, including overall performance and contract compliance



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Retailer management, including retailer marketing, POS installation and maintenance, and training

Client, State, and county office training materials

EBTEDGE BEST-IN-BREED TECHNOLOGY

For our ebtEDGE System, FIS takes advantage of the best technology available as shown in Figure 7-7. Because we tailor the hardware to the purpose, our technology delivers stability, reliability, and exceptional performance. And, it is flexible and expandable to meet your future needs.

Figure 7-7 Best-in-Breed Solution Technologies

The HP NonStopTM System is the premier processor for online transaction processing, providing the most accurate and reliable system available.

The IBM platform is the best technology for batch processing, settlement, and generating reports.

Open Systems technology is the best technology for our supporting systems, such as the IVR, merchant management, and Web-based solutions (webADMIN, and the Agency, Cardholder and Merchant Portals at www.ebtEDGE.com).

FIS provides all of the system hardware, operating software, application software, security systems, telecommunications equipment, and other products necessary to maintain the statewide EBT processing environment.



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2.1. Service Requirements

2.1.1. Task List The Provider shall perform the following tasks:

2.1.2. EBT Administrative System The Provider shall support on-line administrative transactions from an EBT Administrative System accessible by a 3270 terminal emulation session from a TN3270 Server on an IBM z/OS Platform. Telecommunications capabilities between regional offices and service centers throughout the State are provided through MFN, My Florida Network. EBT remote users use a SSL based VPN tunnel to access the EBT Administrative System URLs.

FIS understands that proper access to our administrative system enables appropriate State and local staff to perform their important job duties. Our technical expertise, experience, and wealth of knowledge of the “EBT user experience” mean that our applications will make your jobs easier.

While FIS supports a host-based administrative system as described and required by the ITN, and will do so if so desired by the State, FIS is proud to be the only vendor to offer the State of Florida an Internet-based EBT administrative terminal, the FIS ebtEDGE webADMIN. Web-based access provides the State with the flexibility for your staff, fraud investigators, and other authorized users to access the system remotely, anywhere internet access is available. This feature also provides the State with additional flexibility in Disaster situations as no connection to the State’s network is needed.



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Never Compromise.

webADMIN Administrative

Terminal

FIS’ webADMIN is an online, real-time, Web-based administrative terminal that follows standard web application rules and business flows for data presentation.

It uses a familiar, easy-to-use, Windows-based, point-and-click interface such as presenting valid field values in a list box, using push buttons, radio buttons, and the option of using a mouse or function keys.

FIS used our technical expertise and wealth of knowledge about the EBT user experience to design webADMIN to make your job easier by minimizing the number of actions required of a user.

webADMIN navigation is similar to other interactive web sites by the use of tabs and hyperlinks that allow a user to navigate back and forth through client account data without having to memorize page commands.

webADMIN uses a single sign-on for user identification and uses an encrypted user-selected password.

Our webADMIN will offer your EBT staff secure, encrypted, and easy Web-based access to information and functionality specific to each user’s needs. Transactions that State staff originates via the webADMIN are sent to FIS online and are processed in real-time mode that provides rapid response time and efficient request processing. webADMIN uses a single sign-on for user identification as well as an encrypted user-selected password.

We are confident we will provide you with the best and easiest-to-use administrative terminal solution for your EBT program.

Connectivity State, county, and other authorized users will connect to the ebtEDGE database via the public Internet. These users can easily and securely access the webADMIN from their desktop PCs through Internet connectivity via the TCP/IP communications protocol.

FNS and State Administrative Terminal Access The State will benefit from FIS’ relationship with regional, field, and Office of Inspector General staff from FNS for access to ebtEDGE webADMIN. Access to the webADMIN is currently in place at various FNS offices throughout the United States, including



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certain regional offices, FNS Compliance office, and the Office of the Inspector General. We will work with the State to add any other office as designated by the State.

FIS has worked with FNS since the inception of EBT and has existing processes in place to provide access and support for their authorized staff. Via the same Web-based webADMIN application provided to the State, FNS offices will have access to view the FIS contracted states’ client and retailer data.

With Internet access to the webADMIN, we can easily provide access to State personnel and federal agencies, as designated by the State. There is virtually no limit to the number of concurrent webADMIN users. State, federal, and county staffs will use a familiar web browser to access the EBT host system via the Internet. Our online, real-time solution provides direct-entry, secure access for State, federal, and county staff, and also provides a user-friendly access point for retailers, clients, FNS, and customer service representatives (CSRs). While the system is designed for ease-of-use, multi-level access controls ensure that only authorized individuals are able to access client account information.

Federal users access the FIS host through the Internet by means of a connection outside of the State’s telecommunications infrastructure. FIS uses Secure Socket Layer (SSLv3) to protect the data between the two endpoints. Figure 7-8 shows connectivity for FNS and State access to the FIS ebtEDGE webADMIN.

Figure 7-8 USDA-FNS and State of Florida Staff webADMIN Access

Therefore, because the ebtEDGE webADMIN is an Internet application and accessible via the public Internet and FIS already has an established relationship with FNS, we are able to confidently implement the required webADMIN access and support as required.

FIS assures the State that we will work with FNS to make certain each site has adequate firewall protection. Details regarding our webADMIN security may be viewed in Section 2.1.2.3, Administrative System Security.



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Communication Protocols State and county users can easily and securely connect to the ebtEDGE database using webADMIN from their desktop PCs via the State’s Internet connection. An authorized user simply needs to navigate to our public Internet address (www.ebtEDGE.com) and select More Information under the Agency option, which will then prompt for an authorized user ID and password. FIS maintains an industry-standard Internet infrastructure, including the necessary security controls to prohibit unauthorized access.

The design for administrative online access includes leveraging the State’s Internet Service Provider (ISP) at the State’s back-up site for administrative online connectivity. Our ebtEDGE applications are fully Internet-enabled, allowing State users to access and use them from a PC with Internet access. As illustrated in Figure 7-9, FIS employs ISPs from each of our data centers. Thus, the State users can access the ebtEDGE applications through the State’s Internet access that uses TCP/IP.

Figure 7-9 Administrative Online Communications between State and FIS

WEBADMIN OVERVIEW

FIS strives to exceed all State EBT stakeholder expectations. We believe that offering all stakeholders a variety of ways to access information related to their EBT needs will improve their comfort level with EBT. We are committed to providing state-of-the-art technology designed to meet the needs of State and county staff and federal agencies.



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webADMIN not only allows authorized State, county, and federal staff to perform inquiries into the system, but also provides the functionality to establish and fund EBT accounts, which can be used for fraud investigations. State staff members can search and view online history transactions, and also have the ability to initiate a repayment of benefits, change the status of a claim, or change a client’s EBT card status, if necessary.

webADMIN is just one part of FIS’ service offerings to the State. In addition to access to the ebtEDGE database via the webADMIN application, the FIS ebtEDGE Agency Portal offers other services and information. State staff will gain significant operational benefits using all of the services offered in the ebtEDGE Agency Portal. Figure 7-10 shows the ebtEDGE Agency Portal Home Page.

Figure 7-10 ebtEDGE Agency Portal Home Page A single sign-on provides access to all authorized Agency Portal services.



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Authorized State users will have access to these applications and services via the ebtEDGE Agency Portal:

webADMIN—The most user-friendly administrative terminal in the industry—FIS’ Web-based administrative terminal is designed for the way State staff perform their job functions.

Figure 7-11 Repayment Page Dynamic messaging guides the user through functions and provides reassurance that a task was successfully completed.



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Reports—The State can access reports via FIS’ easy-to-use ebtEDGE Reports solution. Through the ebtEDGE Reports’ web interface, authorized users can access various financial, security, support, and statistical reports. Once a report is selected and displayed on the page, the user has the option of viewing, printing, or downloading it to a PDF or text file or, for specific files identified by the State, exported to Excel.

Figure 7-12 Reports Page Available online reports are just a click away and can be printed or downloaded as needed.

Data Warehousing—Access to enhanced reporting using transaction history for purposes such as fraud investigation. The Data Warehouse provides users with the ability to create and save ad hoc reports.



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Documentation and Manuals—EBT documentation and user manuals can be conveniently stored online for reference or printing. Online searches through large documents allow for faster retrieval of information.

Figure 7-13 Documentation Page Online documentation ensures that all users have the latest version of the document. No need to manually distribute documentation change pages.

Function Help and FAQs—Online help and frequently asked questions.



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Interactive Tutorials—webADMIN users have access to standard online tutorials for training or concept reinforcement. Interactive tutorials reduce training time and allow new users to self-train for their job functions.

Figure 7-14 Training Page Online training for the functions your staff needs. Interactive tutorials coach users through the application step by step.

Other ebtEDGE Portals―Authorized users will also have access to both the ebtEDGE Cardholder Portal and Merchant Portal.

Authorized State staff will access the selected ebtEDGE services through a single entry point. FIS’ ebtEDGE Agency Portal provides simple navigation, online tutorials for webADMIN users, and the convenience of online documentation and reports. Your staff will be more efficient and productive, and will have fewer training and support needs, by using the ebtEDGE Agency Portal.

MINIMUM PC REQUIREMENTS

The minimum PC requirements for the FIS ebtEDGE webADMIN and other FIS web products are:



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Internet access

Microsoft Internet Explorer Version 6, 7, or 8 (all certified for webADMIN)

15” monitor (or larger) capable of displaying 800x600 resolution (for viewing ease)

266 MHz Processor

128 MB of RAM

APPLICATION UPDATES

Since DCF users access FIS’ ebtEDGE webADMIN using a browser, software installations or upgrades to individual users’ PC workstations are eliminated. webADMIN users will automatically receive any available updates when they log in to the webADMIN application.

2.1.2.1. Functionality Administrative System functionality shall include multi-level access controls to ensure that only individuals authorized by the Department can process administrative transactions or access cardholder account information through EBT Administrative Systems. At a minimum, the following functionality shall be supported by the Provider’s EBT Administrative System: Set-up EBT accounts for Disaster Services and Investigative Accounts Authorize benefits for Disaster Services and Investigative Accounts Change card status Issue and replace cards Card and Account history inquiry (card issuance history, PIN selection/change history, account secure pass code

change history and mailing address change history) Search by name, card number, state unique ID, account number, SSN Account information inquiry Update secure account pass code “Freeze” PIN (PIN cannot be changed) Release PIN “freeze” (allow PIN change) Transaction history inquiry (by primary account number (PAN), state unique ID, and USDA-FNS number) Benefit detail data (history of actions against each individual benefit authorization) Benefit repayment functionality Retrieval of archived data File processing update inquiry (status of all daily and monthly account and benefit files) Update cardholder mailing address Account access suspension and reactivation Administrative System web pages shall be user-friendly data in formatting and navigation.

Multi-level access controls ensure that the State can select authorized individuals and control the type of access individuals have to the EBT system. FIS’ webADMIN provides the State with the flexibility to define and establish multiple user profiles, and change them in real time on an as-needed basis. For more information, please refer to Section 2.1.2.3, Administrative System Security.



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FUNCTIONALITY

The webADMIN application provides a wide range of administrative transaction sets and functions to meet the requirements of the State and your user community. Our extensive knowledge of EBT users and their responsibilities will ensure that the State receives an application that is both easy to use and focused specifically on your users’ daily tasks. Table 7-1 identifies the inquiry and update transactions supported by our Web-based ebtEDGE Agency Portal, as well as the web location where this function is available, depending on the user’s security rights. Table 7-1 Inquiry/Update Transactions - FIS’ Agency Portal Location

FUNCTION

SUPPORTED? FUNCTIONALITY LOCATION

Yes Set-up EBT Account for Disaster Services and Investigative Accounts

webADMIN, Case, Client, and Benefit pages

Yes Account Set-up webADMIN Account, Case, Client, and Card pages

Yes Authorize Benefits for Disaster Services and Investigative Accounts

webADMIN Benefit page

Yes Change Card Status webADMIN Card page

Yes Issue and Replace Cards webADMIN Card page

Yes Card and Account History Inquiry (card issuance history, PIN selection/change history, account secure pass code change history, mailing address change history)

webADMIN Card, Case, and Client pages

Yes Client Search (by name, PAN, unique State ID, account number, and SSN)

webADMIN Client Search/Transaction Search pages

Yes Account Information Inquiry webADMIN Card, Case, and Client pages

Yes Update Secure Account Pass Code webADMIN Client page

Yes Freeze PIN (PIN cannot be changed) webADMIN Card page

Yes Release PIN Freeze (allow PIN change) webADMIN Card page

Yes Transaction History Inquiry (by PAN, unique State ID, and FNS number)

webADMIN Client Search/Transaction Search page

Yes Benefit Detail Data (history of actions against each individual benefit authorization)

webADMIN Benefit page

Yes Benefit Repayment Functionality webADMIN Benefit Repayment page



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Table 7-1 Inquiry/Update Transactions - FIS’ Agency Portal Location FUNCTION

SUPPORTED? FUNCTIONALITY LOCATION

Yes Retrieval of Archived Data Data Warehouse

Yes File Processing Update Inquiry (status of all daily and monthly account and benefit files

Data Warehouse

Yes Update Cardholder Mailing Address webADMIN Account, Case, and Card pages

Yes Account Access Suspension and Reactivation webADMIN Account, Case, and Card pages

Yes Card Inquiry webADMIN Card page

Yes Benefit Cancellation (prior to availability date) webADMIN Benefit page

Yes Retailer Transaction Inquiry (including manual vouchers)

webADMIN Transaction Search page, Transaction History Summary and Detail pages

Yes Account Adjustments webADMIN Transaction Search page, Transaction History Summary and Detail pages

Yes View Processing Status of Batch Files Data Warehouse

Yes File Transmission Information webADMIN Agency Portal Reports

Yes System Accounting Reports webADMIN Agency Portal Reports

Yes Financial Settlement Information webADMIN Agency Portal Reports

WEBADMIN USER GUIDE

FIS will provide the State of Florida with written user manuals and quick reference guides (in PDF format posted on the Agency Portal at www.ebtEDGE.com) that describe all functionality contained in 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.

Throughout the life of the contract, whenever FIS enhances webADMIN functionality, we will provide revisions of the materials to the State in a timely manner to allow sufficient time for your review and approval. Once approved, we will provide the updated documents to the State and post the updates to the Agency Portal Documentation Page, which allows staff easy access at any time.



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ADD/UPDATE ACCOUNT FUNCTIONALITY

The webADMIN application uses security profiles that enable certain buttons on the web page to allow add/update functionality. For example, a user with an Inquiry-Only profile will have access to view card information on the Card web page. A user with an Add/Update profile will be able to inquire on the data and will also have access to the Update button, allowing the user to change the status of a card. Using this method of web page access and security controls, all users have access to the same pages, simplifying the training process.

As another example, the transactions required for establishing an EBT investigator account are handled through the Case, Client, Card, and Benefit web pages. Users who are authorized to perform this type of account setup will have links and buttons available to them on various pages, based on their user profile. Figure 7-15 shows an example of users with and without case setup and update rights in their profiles.

Figure 7-15 Add and Update Functionality

Account Setup and Benefit Issuance FIS supports the function of online account setup. The webADMIN application provides authorized users the ability to manually create an account online. FIS uses the security profiles to display the Create Account link on the top of the screen only for those authorized users.

Figure 7-16 Create Account Link The Benefit page of the webADMIN application allows authorized State staff to manually add benefits to the special accounts set up for investigative purposes.

User WITHOUT Add/Update Functionality

User WITH Add/Update Functionality



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The Benefit page of the webADMIN application displays the list of benefits that have been made available to a client by the State. Users can also view the benefit program/type, authorized amount, amount available, any hold amount for manual vouchers, the date available to the client, and the last-used date for each benefit. Authorized users have access to perform maintenance to benefits, such as adds, status changes, holds, hold releases, and cancellations.

The following figures are examples of the Benefit page and the Add Benefit page. Should the State decide to allow this functionality, authorized users can also access this page to manually add benefits if needed. If allowed by the State Security Administrator, State staff members can have the ability to add benefits to EBT accounts online through webADMIN for federal and State investigators for use in SNAP benefit fraud investigations.

Figure 7-17 Benefit Page



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Figure 7-18 Add Benefit Page

Card and Card Status The Card page provides information about the status of the current card, access to view all previous cards on the database for a client, PIN information, and a link to transaction history to search on that particular card. Users who have update access on the Card page are able to change the card status to generate a replacement card.



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Figure 7-19 Card Page

For authorized report users, the User Session Activity Report provides a monthly audit report by user ID of all actions taken on the EBT system from the administrative terminal. For more information regarding this report, refer to Section 2.1.13, EBT Reporting.

SEARCH FUNCTIONS

The Client Search/Transaction History Search page is the first page that displays in webADMIN. Users initiate a search for a cardholder by their last name/first name, PAN (card number), EBT account, State-assigned unique client ID (case) number, or SSN. Searches by name allow an exact match search or a “begins with” search using a minimum number of characters. From this point, a user can inquire on and view all client-specific information, such as benefit authorization number, or run a transaction search on the client’s case or card number.



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Figure 7-20 Client Search/Transaction Search Page webADMIN meets all State requirements for search criteria. One entry point allows the user to search for a client or perform a transaction search.

Users can also initiate transaction history searches by card number, EBT account number, name, or FNS number, and can limit the searches to a particular time and date range. The FNS number search also provides the user with the retailer enable/disable functionality if required by the State.

In addition to the webADMIN Client/Transaction Search, the State will have the ability to perform client and retailer search options within the ebtEDGE Data Warehouse on up to three years of data.



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CLIENT INFORMATION

The Client page provides client demographic information, such as client street address, city and state, date of birth, and password. Links to update functions, such as repayments, appear only if the user is authorized to perform that update function. Authorized users, as identified by their user ID profiles, have access to perform case and client demographic maintenance, such as performing adds, changes, or deletes. webADMIN pages are dynamic: Upon completion of a function, updates are immediately displayed on the same screen.

Figure 7-21 Client Page The user can click on the appropriate tab to access the case, card, or benefit page, or click on a link to perform job specific functions. Note: A link for a specific function, such as repayment, only appears if the user has the security right for that function.



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CASE INFORMATION

Once the client’s information is located and displayed, the user can easily navigate to the client’s case information and with one click, view a detailed history of all transactions performed on this case within the past 12 months. A user can research up to three years of detailed history using the Data Warehouse.

Figure 7-22 Case Page The user can simply click the Transaction Search link in this Case to view a history of all transactions performed on this case within the specified timeframe.



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BENEFIT INQUIRY AND UPDATES

The Benefit page displays client information at the top of the page, indicating the status of the client, as well as a list of benefits that have been authorized, with a Date Available column indicating when the benefits can be accessed. Users can also view the benefit Program/Type, Authorized Amount, Amount Available, any Hold Amount for manual vouchers, and the Last-Used Date for each benefit. Authorized users would be able to add/delete benefits or setup and maintain accounts in real-time.

Figure 7-23 Benefit Page Benefit information is clearly displayed on the Benefit page, making it easy for agency staff to find the information they need quickly.

CARD INFORMATION AND CARD HISTORY

The Card page provides information about the status of the current card, access to view previous cards (with a reason for replacement), PIN information, and a link to transaction history to search on that particular card. Users who have appropriate security access can perform update functions on the Card page, such as changing the card status, generating a replacement card, deactivating a card, charging card fees, or unfreezing PINs for clients.



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Figure 7-24 Card Page The Previous Card link allows the user to view all previous cards on the database. Card number, reason the card was disabled, date the card was disabled, and ID of user who disabled card also display.

The Previous Card link on this page shows all previous cards on the database, the card number, reason the card was disabled, date the card was disabled, and ID of the user who disabled the card. One click returns the user to the Current Card page.



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Figure 7-25 Previous Card Page The Previous Card page allows the user to view card information for previous cards for that case. One click returns the user to the Current Card page.

Users who need to look up the address where a client’s card was mailed can locate that information using the Data Warehouse, discussed in detail in Section 2.1.2.2, Account History.

BENEFIT REPAYMENT FUNCTIONALITY

FIS gives authorized users access to perform benefit repayments through the Repayment page. Users are able to link to the Repayment page from the Case, Client, Card, or Benefit pages. From those pages, the client-specific data is displayed automatically, eliminating the need to manually enter the information. To complete a repayment transaction, the user inputs the total dollar amount to be repaid and selects the benefit class of the repayment. In the event of an erroneous repayment, a user can void the transaction while still on the Repayment page. Rather than transferring funds, repayments are non-settling transactions that decrease the client’s account balance, and



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decrease the outstanding liability on the database for the amount of the repayment transaction.

Figure 7-26 Benefit Repayment Page

2.1.2.2. Account History The Provider shall maintain current EBT account balances and a rolling 180-day transaction history on-line for each account through the EBT Administrative System. After 180 days, transaction history data may be maintained off-line for three (3) years or longer if required by the Department. At a minimum, data within the transaction history inquiries shall include: PAN (card number) EBT account number State unique ID number Benefit type identifier Retailer identification numbers (both USDA-FNS and acquirer) and Federal Reserve Regulation E data for retailer

information Terminal identification number Transaction type Transaction request amount Transaction completion amount Balance by benefit type Manual voucher transaction information Store and forward transaction identification Transaction date and time Transaction results (approval code or denial reason)

As account benefit transaction activity is performed, FIS will log the information and provide access to the data in real-time. Authorized users will be able to access the Transaction History web page and perform a number of different transaction searches.



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From the results of those searches, users can easily scan through and analyze the list of transactions and drill down further to view the specific detail of a transaction.

All required information is included as part of the transaction history detail:

PAN (card number)

EBT account number

Client unique ID/case number (assigned by State)

Benefit type identifier

Retailer ID numbers (FNS and acquirer)

Regulation E data for retailers

Terminal identification number

Transaction type

Transaction request amount

Transaction completion amount

Balance by benefit type

Manual voucher information

Store and forward transaction identification

Transaction date and time

Transaction results (approval code or denial reason)

Figure 7-27 shows the webADMIN Transaction History Summary page in expanded view. The expanded view allows users to quickly change search criteria and request a new search after assessing initial search results. This eliminates additional navigation within the browser application. For easy identification by the user, a search result is highlighted if the transaction was made at a merchant location outside of the issuing state. Rejected transaction codes are also highlighted on the display page.



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Figure 7-27 Transaction History Summary Page–Expanded List The expanded list facilitates easy navigation to other search types with just one click.



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EXTENDED SEARCHES

A unique feature of webADMIN is the user’s ability to perform extended searches. Extended searches provide the specific data elements from an individual transaction on the Transaction Summary page. Figure 7-28 is an example of a summary transaction. By using the buttons in the Extended Search area, a user can perform another search using different criteria.

Figure 7-28 Extended Search Functionality The expanded view allows users to quickly change search criteria to view card, case, FNS #, store # (FIS assigned), or client account number transaction history.



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Figure 7-29 shows the webADMIN Transaction History Summary page in collapsed view. The collapsed view displays a condensed search results list that can be easily scanned and analyzed.

Figure 7-29 Transaction History Summary Page–Collapsed List The collapsed list of transactions presents even more transactions per page for easy viewing.



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Figure 7-30 shows the webADMIN Transaction History Detail page. Among the data displayed is the amount that was withdrawn and what benefit authorization record the money came from.

Figure 7-30 Transaction History Detail Page Detailed transaction information clearly presented on a single page meets all State requirements.

DATA RETENTION

FIS will exceed the State’s data retention requirement by providing access to one year of transaction history for each EBT account on the system through webADMIN. Transaction history data older than one year will be maintained in the ebtEDGE Data Warehouse for easy accessibility, as described in the next section. The transaction history data will be available in the Data Warehouse for a minimum of three years, or longer if required by FNS or federal regulation.



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DATA WAREHOUSE

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 past three years of data in these areas:

Benefit transaction detail, including transaction history by account number

Client demographic and actions

Benefit information

Card status

Card issuance

Account action

Retailer information to include FNS number, ATM/POS, out-of-State usage

The sophisticated data query/search interface that allows users to retrieve this data is 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. The Data Warehouse provides functionality over and above the daily activity files and standard reports FIS provides.

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. Our user interviewing and research revealed that too many data element choices result in frustrated users getting bogged down in streams of unrelated data that they cannot 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 retailer more quickly.

FIS understands that users do not like to wait around 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



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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 System, 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 retailer information, the State’s data will be maintained in the repository and will be refreshed on an up-to-the-minute 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, as verified using specific IDs, passwords, and other security controls, 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 client transaction history, financial, statistical, and retailer data to create on-demand and customized ad hoc reports. We will work with your current contractor to convert up to the previous three years of your financial transaction history to the Data Warehouse for use by your authorized staff. 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 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 client or retailer. Queries may be conducted using any of several types of client or retailer identifying information, as shown in the following figures.



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Figure 7-31 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.

Figure 7-32 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.

State staff will see “FLDCF” in Agency



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After compiling the preliminary list of data to query, the search is expanded in 3 simple steps as shown in the following figure.

Figure 7-33 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.



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Figure 7-34 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 7-35 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.



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Research during usability studies helped us to understand what data is most 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.

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, a software package like Microsoft Excel, or an XML format that can be used across many different software packages. Users can then further customize the data into professional-looking 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.

2.1.2.3. Administrative System Security The Provider shall provide a security system for the EBT Administrative System whereby user profiles can be established based upon the specific Administrative System functions required by the user to perform his/her respective job. The Department will define the user profiles with the assistance of the Provider. The Provider’s Administrative System shall utilize the Department’s current user identification and password formats. The Provider shall coordinate Administrative System security with the Department’s EBT Security Officer.

FIS knows the importance and value of a state-of-the-art security system. FIS will provide an easy-to-use security system that meets your needs to administer and maintain users and profiles. The FIS ebtEDGE secureADMIN has proven to be an extremely secure web application, using the most current industry-leading hardware and software. User access is controlled by multi-level security administration and the use of User IDs and passwords to log on to our secure web servers. This type of built-in, multi-level security assures the State that any user is only able to view and/or update authorized data based on that user’s job function. FIS will coordinate all aspects of the webADMIN security with the State’s EBT Security Officer.

USER PROFILES

To control the user functions on the webADMIN application, the ebtEDGE secureADMIN feature allows the flexibility to define and establish multiple user profiles. These profiles define the level of access based on the specific job functions of each user. Each administrative terminal user, as he/she is granted access, is assigned to a specific



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security profile based on the requirements for his/her job. The State will have the ability to add, modify, or delete user profiles at any time without incurring any costs for these changes. FIS is able to support an unlimited number of profiles based on the State's current and future business needs.

A user profile is made up of security resources (for example: Client Inquiry, Case Inquiry, Card Issue, Card Reissue, PIN Reset, etc.), which are functions that your EBT security personnel can group together, depending on a user’s job function. The profile(s) are assigned to a User ID so that when the user logs on to the webADMIN application, that user will have access only to the functions allowed with that specific profile(s). This feature provides for the separation of duties. To establish strong internal controls, EBT security personnel can ensure that only appropriate staff has access to the proper webADMIN functions and that no one will be assigned incompatible functions. Federal agencies will have view-only access.

The State’s security personnel can ensure that the appropriate staff has access to the appropriate webADMIN functions by granting users inquiry-only, update, or a desired combination of functions. Table 7-2 shows an example of security profiles and demonstrates how a state can maintain separation of duty for their users by the use of roles and their related permissions.

Table 7-2 Security Profile Examples

ROLE PERMISSIONS

Inquiry Profile —Access to all inquiry functions

SearchBySSN

webADMIN Inquiry

Add Benefit – State Only AddBenefit

SearchBySSN

UpdateBenefit

webADMIN Inquiry

Create New Case – State AddCard AddCase AddClient CreateAccount ReplaceCard

SearchBySSN UpdateCard UpdateCase UpdateClient webADMIN Inquiry

Update – No PIN Reset AddCard DisplayRepayments ReplaceCard

SearchBySSN UpdateCard webADMIN Inquiry



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Table 7-2 Security Profile Examples ROLE PERMISSIONS

Update All AddBenefit AddCard AddCase AddClient CreateAccount DisplayHoldFlagsList DisplayRepayments

IssueOrResetPIN ReplaceCard SearchBySSN UpdateBenefit UpdateCard UpdateCase UpdateClient webADMIN Inquiry

PIN Reset (unsuspend) IssueOrResetPIN SearchBySSN webADMIN Inquiry

WEB ACCESS SECURITY AND CONTROLS

As part of the webADMIN application, FIS’ security plan relies on an industry-standard security solution. This solution delivers an integrated set of shared security and management services, allowing for centralized authentication and access control, and leveraging these services across all users and applications.

FIS’ security solution deals with the issues of identity and authorization so that the right people get access to the right information, enabling them to conduct business easily and transparently. FIS employs authentication management information (who you are), and authorization management (what you are allowed to access) to maintain a secure environment.

Using SSLv3 to encrypt data, FIS protects the integrity and information confidentiality between two endpoints. For example, SSLv3 is used to secure the data transmitted between a desktop endpoint being used in the State’s office and the server. FIS is committed to providing superior end-to-end security encryption, and will monitor the technology and upgrade if and when this becomes necessary.

Common terminology used in describing FIS’ security applications and controls includes:

Netegrity®/SiteMinder®: FIS uses Netegrity’s leading-edge solution, SiteMinder, an access management software solution that provides centralized security services for managing user authentication and access to Web-based applications.

Authentication: Verification of the identity of a person. Authentication is the process of verifying identity so that one entity can be sure that another entity is who it claims to be.

Authorization: Granting of permissions.



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Firewalls: A security scheme that prevents unauthorized users from gaining access to a computer network and monitors the transfer of information to and from the network.

Demilitarized Zone (DMZ): Industry-standard security implementation in which browser interfaces have direct secure access to web servers, but only indirect secure access to other key hosts via the web server’s secure access to them.

Figure 7-36 shows the security controls used for webADMIN.

Figure 7-36 webADMIN Security Controls FIS employs industry-standard security controls. A single sign-on provides your users with access to all Web-based functions.

SESSION ACTIVITY REPORT

The Session Activity Report provides a daily audit report by user ID of all actions taken by the users on the EBT system from the administrative terminal, including user inactivity and lockouts. FIS’ ebtEDGE secureADMIN System maps the user ID to any and all transactions performed by each user accessing the system. These reports can identify the local office at which the transaction originated, as well as the user originating the transaction. This capability establishes a complete audit trail to comply with reporting and audit requirements. The ebtEDGE System maintains and protects such records from modification, unauthorized access, or destruction. More information about this report can be found in Section 2.1.13, EBT Reporting.



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SECURITY ADMINISTRATION

The administration of the EBT administrative security system will be the responsibility of the State’s EBT Security Officer. FIS’ secureADMIN provides the State’s security personnel a straightforward, easy-to-use application for administering and maintaining user groups and profiles based on their specific jobs.

We will provide training and will work with the State’s EBT program staff to establish and maintain security profiles to ensure that users have proper access to perform their respective jobs. We will provide these materials:

System Security Administrator User Manual

Area Administrator User Manual

Password Administrator User Manual



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Figure 7-37 provides an overview of the hierarchy of security and the roles assigned to each type of security officer.

Figure 7-37 secureADMIN Hierarchy

State EBT security personnel will be able to control these functions in real-time as a part of the ebtEDGE secureADMIN feature:

Add users

Assign security levels to users

Delete users

Reset or un-suspend passwords



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FIS will follow the State’s current user identification and password formats for the EBT administrative terminal system.

2.1.3. EBT Cards and PINs The Provider shall supply magnetic stripe cards to the Department’s EBT cardholders The Provider shall develop processes to issue, replace, and distribute cards to cardholders The EBT system shall provide online, real time access to cardholders’ EBT accounts via a benefit ACCESS card

containing a magnetic stripe that supports electronic transactions The Provider shall provide the State access to a centralized card issuance management database for tracking

purposes The Provider shall ensure that the EBT card produced for the Florida EBT system complies with the specifications

prescribed in the QUEST® Operating Rules, the International Standards Organization (ISO,) and American National Standards Institution (ANSI) standards relating to cards used for financial transactions

FIS Card Services, located in St. Petersburg, Florida, will provide card issuance services, both mail issuance and vault card shipments if needed, to the Department’s EBT cardholders for the Florida EBT Project. Using our St. Petersburg, Florida card processing facility will ensure exceptionally swift and efficient delivery of cards for Florida clients. FIS Card Services (in St. Petersburg, Florida; Romeoville, Illinois; and San Antonio, Texas) provides comprehensive card processing services for over 14,500 card programs in the United States and processes over 790 million cards annually. We provide complete card personalization and fulfillment services using the finest equipment, the latest technology, and the highest level of expertise in the industry including: ultra-graphed printing and embossing; magnetic stripe encoding; customizable carrier design and development; card to carrier attachment; envelope insertion; and, efficient and secure mailing services.

FIS’ card issuance processes, as described in Section 2.1.3.3, Issuance of EBT Cards, ensure that Florida recipients will receive their EBT cards on time. The card will be a magnetic stripe card that supports electronic transaction processing. These EBT cards access the cardholders EBT account online and in real time. No modifications to integrated retailer POS card swipe systems or ATM systems are required.

All FIS Card Services facilities are Visa/MasterCard certified and operate under stringent procedures to minimize handling while maximizing control. The card facilities maintain the operational controls for card production, inventory control, physical security, and managerial oversight. We comply with all standards for security of the physical plastics during issuance process. Our controls are documented and available to the State of Florida upon request.



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CARD PERSONALIZATION AND FULFILLMENT VIRTUAL ACCOUNT MANAGER (VAM)

FIS offers access to VAM, which provides on-line, real-time access to card-critical data, so you can easily manage all aspects of your card personalization programs in a centralized card issuance management database.

VAM is more than just a reporting tool. Instead, by providing real-time information, it brings you to the forefront of your card program, giving you true self-sufficiency for card program management. Whether you’re searching for a specific cardholder, reviewing a bill of materials or submitting a pull request, VAM helps you do so with maximum efficiency. In turn, you can provide improved service levels for your cardholders.

VAM offers drill-down capabilities that allow you to view information about a job, program or special handling requests in real time, including:

Job tracking data – See the production status of your job.

Bill of materials – Verify materials used to produce your orders, including plastic cards, card carriers, activation labels, inserts and envelopes.

Front/back images – View images of all materials used to produce your orders.

On-hand inventory – Check inventory levels of all custom materials and forecast future usage while avoiding materials shortages.

Special handling requests – Follow up on order changes or cancellations by accessing a complete list of cards pulled from production.

Shipment tracking information – Link directly to FedEx to provide your cardholders with updates on their orders, if applicable.

VAM provides a variety of reports, all exportable to Microsoft® Office Excel, designed to keep you informed regarding all aspect of your card programs. These include information on receipt of data files, card mail dates, turnaround and service levels. VAM also offers flexible search options, including the ability to set search parameters such as date ranges and order status, as well as the ability to do targeted searches for specific job and issuer numbers or programs. With VAM reports, you can search for and track information such as:

Total card and PIN orders/delivery statistics – e.g., on time, late, turnaround distribution times

Order details – date in, issuer information, process type, quantity, date out, etc.

Job details – start date, job number, issuer number, number of cards or PINs in job, due date, status, date completed, days late, pulls in the job, etc.



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Special handling requests – date submitted, account number, account holder information, pull type, confirmation date, issuer number

VAM is your window into the issuance of your cards – from the convenience of your desktop.

COMPLIANCE WITH INDUSTRY SPECIFICATIONS

As all of the EBT cards produced by FIS Card Services do, the Florida EBT card will comply with the Quest Operating Rules, the International Standards Organization (ISO), and the American National Standards Institution (ANSI) relating to cards used for financial transactions.

2.1.3.1. Design The EBT card supplied by the Provider shall include the following design features: The face of the card shall include: The cardholder’s name and PAN embossed with silver tipping OSS/PNAS embossed on the front of the card for OSS/PNAS cardholders A four color printing process must be used The card must contain fine line printing Expiration date 4 years from date of issue The back of the card shall include the following features: A high-coercivity magnetic stripe (for specifications see Track 2 format below) A tamper evident signature panel The statement, “Do Not Write PIN on Card” The toll-free numbers for cardholder and retailer assistance An address where the card is to be returned if found The QUEST® logo Cardholder website address

FIS’s card production facilities are well set up to produce card design requirements as outlined by the Department. On the face of the card, the cardholder’s name and PAN will be embossed on the card with silver tipping. FIS is also prepared to offer the Department Ultra-Graphed Printing, also known as thermal printing. This process adds variable information to the card, such as the PAN and the cardholder name, using a printing process that lays down ink rather than pushing up an impression through the plastic. Ultra-Graphed printing is accepted by FNS and is used by several EBT states. The PAN and the name appear to be part of the artwork but are added during the encoding process. The numbers and letters are not raised, do not rub off, and actually are more durable. With this option, the PAN and name can be placed anywhere on the card. There are multiple fonts and point sizes to choose from. The name can be made significantly larger and more distinct than with embossing. Ultra-Graphed printing significantly improves readability of the PAN and name, and offers more flexibility in the card’s design. We can discuss this further if the Department is interested.



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OSS/PNAS will be embossed or thermal printed (if the Department chooses) on the front of the card for the OSS/PNAS cardholders. A four color printing process will be used and will contain fine line printing. An expiration date of 4 years from date of issue will be added to the card.

FIS is also prepared to meet all the requirements as outlined by the Department for the card back to include:

A high-coercivity magnetic stripe that meets the required Track 2 specifications as outlined in the ITN

A tamper evident signature panel, the statement “Do Not Write PIN on Card”

The toll-free numbers for cardholder and retailer assistance

An address where the card is to be returned if found

The Quest logo

The cardholder website address

2.1.3.2. Track 2 Track 2 of the EBT benefit card(s) shall be encoded in accordance with ISO 7813. The maximum character count in Track 2 shall not exceed 40 characters, including all control characters. The layout of the Track 2 for the current EBT card is as follows:

Field Number Field Name Length 1 Start Sentinel 1 2 Primary Account Number 16

3 Field Separator 1 4 Expiration Date 4 5 Service Code 3 6 Card Authentication Value

(CAV) 3

7 End of Text 1 9 Longitudinal Redundancy

Check 1

The Provider shall encode the expiration date on Track 2, and the Service Code field shall be encoded with a value of “120”. The Provider shall use the encryption keys currently in use. The Provider shall encode the CAV field on Track 2 with a cryptographic value to validate the Track 2 data contents. The State of Florida’s Bank Identification Number (BIN) for EBT cards is 508139. The Provider shall issue EBT cards

containing a 16 digit PAN that utilizes the Department’s current BIN. The process by which the Provider calculates the PAN for issued cards shall not interfere with the existing card base being utilized by Florida

The Provider may revise the current EBT card design with Department approval. Card face design shall be changed every four (4) years. The next design change will be in 2014

FIS follows the standard format for Track 2 encoding which is in accordance with ISO 7813. The maximum character count in Track 2 does not exceed 40 characters, including all control characters. FIS assures the State that the Track 2 encoding meets the layout as specified by the Department, including the Service Code field with a value of “120”, and will use the State’s current encryption keys and a cryptographic value to validate the Track 2 data. FIS understands the Department’s requirement to use the current BIN of



June 12, 2012 7-54 ITN 02F12GC1

508139 and will issue cards using that BIN in the 16 digit PAN. The PAN issuance/calculation will not interfere with any existing card base used by the State.

FIS understands the Department’s desire to revise the card design on an every 4 year basis beginning in 2014. FIS will assist the Department in their re-design process and will seek the Departments approval prior to the adoption of any new card design.

2.1.3.3. Issuance of EBT Cards The Provider shall issue a Florida EBT card when indicated by the Department’s eligibility system, administrative system action, or customer service request. The Provider shall receive EBT card issuance data in batch file format approved by the Department. The Provider shall support card issuance to both primary and secondary cardholders (authorized representatives and alternate payees). Card issuance requests for new or replacement cards received from the Department by 3:00 p.m. E.T. shall be processed and the cards postmarked the same day. All card issuance requests for new or replacement cards received after 3:00 p.m. E.T. shall be processed and the cards postmarked the next business day. All costs associated with card delivery shall be borne by the Provider. The cards shall be delivered via the U.S. Postal Service, using first class, postage pre-paid mail, unless an alternate delivery system is approved by the Department. Under certain circumstances, the Provider shall, as authorized by the Department employ the services of an overnight carrier to deliver cards. EBT cards shall not be forwarded. Each card shall be issued to the cardholder in active status. When the cardholder calls customer service and provides adequate verification of identity as prescribed by the Department they shall select a PIN via a one-call ARU PIN select process. The Provider shall maintain a report of cards returned by the Postal Service as undeliverable. Said report shall be in a form and frequency acceptable to the Department and available to the Department upon request. The Provider shall provide the Department access to all card generation and card mailing information and history.

FIS has established processes to issue, replace, and distribute cards to all cardholders, both primary and secondary. FIS understands that the notification process will be from the Department’s eligibility system, administrative system, or by customer service request. EBT card issuance date will be in batch file format as approved by the Department. When FIS receives Case/Client Maintenance files generated from the Florida eligibility system, we check the Card Issuance Code flag and, if it equals “Y,” a PAN is generated and assigned to the EBT case on the ebtEDGE System.

Card issuance requests received from the Department by 3:00 pm ET each business day will be processed and placed in the mail that same day. Card issuance requests received from the Department after 3:00 pm ET each business day will be placed in the mail the next business day. FIS understands and agrees to bear the costs associated with card delivery and agrees to use the U.S. Postal Service, using First Class postage, pre-paid. Should FIS identify an alternate method of delivery, FIS will discuss that with the Department for approval prior to any change.

FIS does support an overnight carrier service for specific Department authorized requests. This is referred to as a “Card Pull.” An authorized Department staff member can request a “Card Pull.” The worker will call FIS State Support and request a particular card pulled from the batch. State Support will notify the card vendor to pull the card and prepare it



June 12, 2012 7-55 ITN 02F12GC1

for a next-day delivery. Example: After 3:00 pm ET on Monday, the Department sends the card file to FIS and then calls State Support to request the Card Pull. On Tuesday, the cards are produced and the requested card is pulled from the batch and prepared for overnight delivery. On Wednesday, the card is delivered via overnight courrier to the recipient. Since this requires an additional shipping cost, this cost is handled as a pass-through cost to the State on the monthly invoice.

Undelivered cards will not be forwarded and will be returned to FIS. FIS will work with the Department to develop a card mailer that includes the statement “DO NOT FORWARD-RETURN TO SENDER.” When a card is returned to FIS, the card information is captured in a database that can be used to create a report that can be provided to the Department. The form and frequency of that report can be configured to meet the Department’s needs. Card generation and card mailing information and history is available and FIS will work with the Department to determine the most useful method to provide that.

This is the card issuance process:

1. Either:

For the first card issued to a cardholder, the Department will generate a Case/Client Maintenance file via batch interface or webADMIN, and the account set-up record will include a “Y” in the card issuance indicator, OR

For replacement cards, the Department caseworker or FIS CSR will submit an EBT card request via webADMIN when a card is statused as lost, stolen, or damaged. The previously issued cards are deactivated immediately. A cardholder can initiate a request to status a card and order a replacement by calling the Customer Service Help Desk. The card replacement process meets all the federal regulatory requirements.

2. The ebtEDGE System will receive and process the card generation request and create a card file.

3. The ebtEDGE System will transmit a new/replacement card file to FIS Card Services in Romeoville, Illinois.

4. FIS Card Services will personalize the card by embossing the PAN and cardholder name on the card front, and will encode Track 2 information on the magnetic stripe.

5. FIS Card Services will personalize the card mailer with the cardholder’s name and address, attach the card to a card mailer, and mail the card in a non-forwarding, presorted, first class mail security envelope that includes the statement “RETURN SERVICE

REQUESTED.” All cards will be mailed in an active status.



June 12, 2012 7-56 ITN 02F12GC1

6. For the initial card, the cardholder will call customer service to select a PIN. For a replacement card, the existing PIN will roll over to the new card. Recipients can then choose to select a new PIN by calling the IVR or through the web Client Portal if desired. Our secure IVR/Client Portal PIN selection process, which has received FNS approval, allows cardholders to select or change their PIN at any time with a single call. The cardholder will be identified using the Department’s prescribed verification criteria before any change to a PIN can be made.

Figure 7-38 shows the process flow for card issuance by mail.

Figure 7-38 Card Issuance Process



June 12, 2012 7-57 ITN 02F12GC1

2.1.3.4. Replacement Card Issuance The Provider shall receive calls from cardholders to Customer Service to report lost, stolen, damaged, or not received

cards and have a replacement card issued The Provider shall deactivate previously issued cards immediately The Provider shall insure that replacement card issuance meets the Federal regulatory requirement for replacement

cards The Provider shall transfer the existing PIN to the replacement card The Provider shall automatically issue a replacement card to cardholders in the month of expiration if the cardholder

has an active account balance greater than zero

The detailed process for replacement card issuance is addressed in the previous section as part of the overall issuance of EBT cards. Specific to replacement cards, the cardholder can call the Customer Service Help Desk to report a card as lost, stolen, damaged, or not received. Our CSR immediately deactivates the card and orders a replacement card to be mailed to the cardholder. FIS replacement procedures meet the federal regulatory requirements. All existing account balances are automatically transferred to the newly issued card. The existing PIN is transferred to the newly issued card. However, if the cardholder believes the PIN has been compromised or wishes to change the PIN, that can be done at any time by calling the 24/7 Customer Service Help Desk or by using the web Client Portal.

Additionally, FIS understands the Department’s intent to have a replacement card automatically issued to every cardholder in the month of card expiration (based on 4 years from the date the card was originally issued) if the cardholder has an active account balance greater than zero. FIS will meet that auto reissue policy.

2.1.3.5. Cardholder PIN Selection Cardholders shall have the option at any time to select their own PIN by using a PIN select ARU. The Provider shall develop a secure ARU PIN select procedure that requires the cardholder to make only one call. The one call, automated PIN selection function must require positive verification of the cardholder’s identification using demographic data such as the primary cardholder’s date of birth, the primary cardholder’s social security number, and/or the primary cardholder’s case number. In addition, for those cardholders who have secure account pass code protection on their EBT Account, the pass code must be verified. The Provider shall provide an alternative method of PIN selection for those callers unable to complete the automated PIN selection process. Secondary and alternate payees are required to use and verify the primary cardholder’s demographic information. The Provider shall translate and decrypt PINs for transactions within a physically secure Tamper Resistant Security Module (TRSM). The Provider shall ensure that all keys by which PINs are encrypted are generated in a secure manner. The management of encryption keys must meet the standards set by the ANSI X9.8 – 1982; X9.24 – 1992; X3.92 – 1987. At a minimum, all encryption keys must be subject to dual control, i.e., no single person will have control over all parts of an encryption key. If there is a known or suspected compromise of an encryption key, internal escalation procedures must be followed and the encryption key must be changed immediately.

Our secure IVR PIN selection procedure, which has received FNS approval, allows cardholders to select or change their PIN at any time by calling the toll-free customer service telephone number. Clients can also change their PIN using the secure Client Portal at www.ebtEDGE.com.



June 12, 2012 7-58 ITN 02F12GC1

The IVR one-call PIN Select process works like this:

The client calls the toll-free customer service number and follows the IVR prompts.

The IVR prompts the client to enter their card number (PAN).

The IVR prompts the client to enter their SSN and Date of Birth – or other validation information determined by the Department – to ensure positive verification of identity. Cardholders who have a secure account pass code will enter that added level of security here.

Note: FIS offers other security features for PIN selection, especially in domestic abuse or harassment situations.

Once the ebtEDGE System (host) has confirmed the client’s identify, the client is prompted to enter a new PIN.

To ensure security, the client-entered PIN is sent to the host in an encrypted format, and never in the clear.

Figure 7-39 Client’s PIN is Never in the Clear

The host updates the Department’s Authorization Engine (AE) database with the client’s new encrypted PIN block, thereby linking the encrypted PIN block to the PAN, and replies to the IVR.

The IVR then tells the client that the new PIN can be used immediately.

FIS has designed the PIN Select call flow and prompts to maximize ease-of-use and to minimize errors. Should a client enter incorrect information, the client hears a message specific to the error, which helps to ensure that the client will be successful when re-entering the information. Clients who are still not successful after the second try are given the option to speak to a customer service representative (CSR) for additional assistance.

Secondary/alternate cardholders use the same process but they are required to use the primary cardholder’s demographic information to verify identity.


7 Description of Respondent’s Technical Capability and Approach 2. Services to be Provided

June 12, 2012 7-59 ITN 02F12GC1

FIS fully understands the security requirements regarding encryption keys for PIN functionality and meets all the standards set forth by ANSI. Encryption keys are subject to dual control and no single person has control or access to all the keys. If, at any time, FIS suspects these keys may have been compromised in any way, FIS will work with the Department to immediately make the necessary key changes.

2.1.4. Disaster Support and Recovery Services It is the goal of the department to continue transaction processing and disbursement of benefits in the event of adverse situations related to systems and telecommunications failures and in disasters. This section addresses major risk points and solutions derived to enable continuation of business with minimal interruption in these adverse situations.

Never Compromise.

Disaster Preparation

FIS knows how important business continuity is to the State and your stakeholders.

We have proven our abilities in disaster situations for other EBT customers.

Our business continuation/disaster recovery plan provides restoration of processing capabilities as quickly as possible after the declaration of a disaster.

This plan is dynamic and is updated as we continually upgrade our systems and processes.

FIS’ data centers, telecommunications, and IVRs are fully redundant and separated geographically, providing the ability to limit concurrent natural disaster impacts to our data centers.

FIS staff are members of the Disaster Services Workgroup (formerly the Buddy State Workgroup) and will provide and accept the generic interface files cooperatively developed for use in supporting “Buddy State” disaster recovery.

Nothing is as traumatic to a person as a disaster of any proportion. FIS understands that transaction processing and disbursement of benefits to your cardholders MUST continue in the event of adverse situations, and we have proven our ability in response to hurricanes, floods, tornadoes, and other power outages. For FIS as a business, and for the State agency providing services, a business continuation plan is just good common sense. FIS’ disaster preparation and business continuation planning includes three different areas:

1. FIS’ system

2. State systems

3. Natural disasters within the State



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FIS will provide copies of our disaster recovery and backup and contingency plans to the State of Florida. The disaster recovery plans for the State include this information:

Evaluation of the types of service interruptions that may impact the EBT system’s operations

Backup and recovery steps for each type of interruption

How benefits will continue to be accessible to cardholders

Outline of the resources committed to each plan

Conditions under which the contingency plan will be tested

Two geographically-separate facilities capable of fully supporting processing and related support for long periods of time

Computer and telecommunications equipment within these two facilities which can process and report transactions through alternate links and redundant hardware

Back-up and secure storage of data required for processing transactions

Identification of key personnel and up-to-date escalation-notification policy and procedures

Annual testing by successfully transitioning production to the back-up site and back

Component plan for relocating to the disaster recovery facility and restoring transaction processing which clearly delineates: Decision criteria Processes and procedures Individual responsibilities

Procedures for supporting the State during a declared natural disaster affecting a large number of residents

Processes for connecting to a disaster recovery “hot site”

FIS’ primary EBT processing site is at our data center located in New Berlin, Wisconsin. In the event of a major service disruption caused by hardware failure, FIS operates a “hot site” backup at our Phoenix, Arizona data center. Administrative procedures and controls are in place to enable FIS to cut over at any time to our backup system in a short and efficient timeframe in the event of a disaster. The “hot site” is in a geographically separate location from the primary system and is fully capable of supporting processing and related support for State EBT transactions.



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2.1.4.1. Provider’s System Recovery In the event of an outage or disaster impacting the availability of the Provider’s primary data processing site, the Provider must have a back-up site for host processing, telecommunications and network services. The Provider must notify the department immediately of any outages. If the outage is expected to exceed one hour in duration, and based on an evaluation of the problem and the time required to resolve, transaction processing shall be switched to the EBT host back-up “hot site” upon agreement with the department. Notification shall be provided to affected stakeholders, e.g., retailers, financial institutions, networks as applicable with instructions for operations as a result of the switch. The Provider must support back-up site processing and alternative file and transaction routing for the following: EBT Back-up Hot site to the State Eligibility System(s) EBT Back-up Hot site to State Eligibility System Back-up Hot Site(s) EBT System to State Eligibility System Back-up Hot Site(s) Back-up connectivity and telecommunications support for routings listed above The Provider must provide an alternate means of authorization of EBT transactions during short-term outages when switching over to the back-up site is not considered appropriate. The Provider shall notify the department, the retailer community, and other stakeholders that an outage is occurring and alternate means of obtaining authorizations is in place. If the Provider is providing EBT services to multiple states, the disaster recovery plan must address the timing and order of recovery of the Florida EBT system as compared to the other entities being processed. The recovery of Florida’s EBT system must not be delayed because the Provider is recovering other states’ EBT systems. The disaster back-up site and alternate communications routing must be tested annually. The Provider must provide the department with copies of these test results within 30 days of completion of the testing.

FIS has invested in its system and telecommunications infrastructure and in its human resources to be prepared to effectively handle business continuity events. Business continuation and recovery procedures are in place today for all our states’ EBT programs. Most important is that the Disaster Recovery Plan will meet the needs of cardholders, retailers, and State staff to ensure continuity of the critical functions of the EBT system, if we were to suffer a disaster. To help ensure continuity of service to all stakeholders, FIS maintains back-up sites for its online transaction processing, settlement and reporting, administrative processing, and IVR solutions to allow cardholders access to their benefits and to ensure access to the administrative system when the primary system is not operational.

FIS will notify the Department immediately of any system outages. If the outage is expected to exceed one hour in duration, based upon an evaluation of the problem, transaction processing will be switched to the back-up “hot site” upon agreement with the Department. FIS will notify affected stakeholders with instructions for operations as a result of the switch, as described in this section.

BACK-UP PROCESSING

Our back-up site is essential to the operations of our EBT processing system and is updated on a real-time basis. Although FIS’ primary focus is on disaster avoidance, we provide an EBT system to the State that has administrative procedures and controls enabling us to cut over to a back-up system and begin processing transactions within one hour of a disaster declaration. The system access circuit from the State is switchable from FIS’ primary data center to FIS’ backup center. The telecommunications link can

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