Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

8 WIC Services

ITN Section 4.2.9 The Respondent must provide a comprehensive overview of their proposed WIC EBT solution. The overview must clearly describe the WIC EBT system configuration including all processing components, databases, interfaces, and participating entities. Respondents shall include a high level timeline with relative timeframes for implementation activities in their response to the technical requirements for WIC as outlined below and in Appendix I, Attachment I and Appendix VIII.

INTRODUCTION

FIS Government Solutions offers Florida a team of leading WIC Electronic Benefits Transfer (EBT) professionals to deliver to the state a leading edge but proven WIC EBT solution. Our experienced project management team combined with our recognized leadership in e-WIC technology will bring to the State a full function, standards compliant e-WIC solution in the shortest time frames possible.

The FIS team—a partnership of FIS and CDP—has extensive EBT, WIC EBT, and EFT development, implementation, and operations experience which assures Florida a smooth transition from paper to electronic WIC food benefit delivery. Our Technical Proposal presents Florida WIC with the best solution to meet your goals of quality, performance, and cost constraint.

The WIC Direct System currently serving Kentucky is being proposed as the baseline WIC EBT solution for WIC Direct is the government solution Florida. This product was built with extensive developed for Kentucky oversight from FNS and the Kentucky WIC and FNS by CDP,CDP. a organization. Together, the team crafted and verified partner on the FIS team. the system to reflect the best thinking of not only system and payment processing professionals, but also the WIC State agency, the WIC National Office and a multitude of industry stakeholders, many of which were from the WIC retailer community. It is not coincidental that the initiatives to develop operating, implementation and testing/certification standards for WIC EBT happened concurrently with the construction of the WIC Direct System. Much of this work was the result of needs identified during the process, and often, WIC Direct was the test bed to validate the solutions. All of this means that for Florida, the WIC Direct System reflects the most up-to-date e-WIC technology consistent with current FNS policies and expectations regarding rules, standards, and technologies. Further, because it is the Government’s system, it will continue to evolve as the experience with operational WIC EBT systems illuminates new and better ways of doing business.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

The FIS Team offers the most WIC EBT experience and the strongest industry knowledge available, a team that has done this before (several times). We will provide to Florida:  Outstanding project management and technical leadership,  A proven state-of-the-art WIC EBT product,  A unique and sustainable product approach that assures Florida with the latest in EBT advancements,  A demonstrated path for integration with other benefit programs,  Exemplary working relationships within the commercial payments and retail grocery industries, and  A demonstrated record of success.

The FIS Team is a strategic partnership between FIS, a very well-known and respected member of the EBT and financial transaction processing community and CDP, a provider of technology solutions to public health departments and the premier WIC EBT service provider in the country. The two companies first joined together in providing WIC EBT services in Kentucky. Based on the success of this project, we have strengthened the partnership to become a strategic alliance that offers the combined skills, expertise, and resources of both with the aim of becoming the premiere go to organization for all EBT services. This is a formidable partnership that offers the best that is to be had in the world of EBT. Presently this alliance, the FIS Team, is implementing WIC EBT in West Virginia. Our plan is to become the recognized leader in the provision of EBT services through a strategy of better service, better technology, and better product options, all at a price that is affordable to government. We want to become Florida’s WIC EBT partner and we hope we can make that an easy decision for the State.

PRODUCT SUSTAINABILITY

WIC Direct is the name we have given the WIC EBT processing component that is at the heart of our technology and services proposal. What makes WIC Direct unique is that, unlike the black box technology that is typical in the EBT industry, WIC Direct is a transferrable government owned WIC EBT solution. Florida can have the software simply by asking. It was built by CDP, under contract with Kentucky, using government funds and consequently falls into the area of public domain. Because of the Federal involvement and partnership in developing WIC Direct, it is, in effect, the FNS eWIC solution.

WIC Direct was purposely built for WIC EBT. Its design and development involved a tight multi-year collaboration between Kentucky WIC, FNS, CDP and members of the

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

retailer and payments community. Its inception proved to be a leading edge laboratory for how WIC EBT should work. As a matter of fact, much of the standards that now support WIC EBT implementations came out of this collaborative work effort.

WIC Direct is not an add-on or an enhancement to an existing EBT or payments solution. Instead, it was designed and architected as a stand-alone product solely to meet the unique needs of WIC benefit distribution. Consequently it is compliant with the standards for WIC EBT and supports program policy and regulation specific to EBT and benefit redemption. Further, it was intended to be a transferrable platform from the beginning and consequently was built using industry standard and readily available technology. It is server based, uses a Windows operating environment, SQL database infrastructure, .NET development platforms and C# programming.

The FIS Team is not proposing to sell software to Florida; WIC Direct is free. We are, though, selling services, which included the system operation, component integration, maintenance and enhancement of the eWIC solution. We in effect have taken the technology decision out of the equation and are competing based on the provision of superior service. We built WIC Direct and currently operate it on behalf of the Commonwealth of Kentucky and will soon be operating it on behalf of the State of West Virginia. We have the skills, experience, and knowhow to operate the system, sustain the technology, and very importantly, know how to integrate WIC Direct into the larger payments industry infrastructure.

This unique approach offers opportunity to Florida. As the owner of WIC Direct, you have some assurances the product and all of the enhancements and business process you put in place surrounding its use will survive a re-procurement of EBT services. Rather than soliciting for a new processing contractor, Florida will have the option of simply contracting for a company to operate the State’s WIC Direct platform on its behalf. Of course, the State also would have the option to operate the platform in-house. However, it is a specialized and fairly complex 24/7 fully redundant processing service with hot site back up capabilities that may exceeds the capabilities of some state data centers. In sum, WIC Direct offers Florida flexibility in operations options.

Our approach provides continuity and sustainability to Florida’s EBT project; the possibility of a greatly extended shelf life for its investment in EBT. It is unique to the industry and is exciting for Florida and the future of WIC EBT.

We are continually enhancing the WIC Direct platform on behalf of our existing customers and FNS. These enhancements are funded through government grants or other government supplied funding. Consequently, they too become public domain and are transferrable to other states. If Kentucky requests, for example, some high risk vendor reports (which they have), these reports will become integral to the WIC Direct solution

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

and will become available to Florida through the normal software maintenance process. You will be able to choose to use these reports if they meet your business needs. The concept is that all of our WIC Direct customers will be using the same software product (but for Florida, separate and dedicated hardware is envisioned). Enhancements (including interfaces with payment networks) made for one state will become available to all other users. If Florida requests any new feature and function, we will include those enhancements in the cost of doing the Florida EBT implementation but will make those features and functions available to all other users. We only expect to get paid once for any fixes or enhancements.

Our vision is that WIC Direct will become core infrastructure for Florida WIC, in the same sense as the State’s WIC information system is positioned. Its lifecycle will go well beyond the normal five to seven year procurement cycle. The FIS team is confident that the quality of our service in supporting and sustaining WIC Direct will make for a long standing business relationship between Florida WIC and the FIS Team.

ROBUST FUNCTIONALITY

WIC Direct has the flexibility to work within a variety of processing environments and to support a range of functionality. Interfaces between WIC Direct and the Agency’s clinic information system make use of modern communications architectures, primarily WEB Services and XML data structures, to quickly enable system integration and provide reliable information flow between the two platforms.

WIC Direct was built originally to work with Kentucky’s legacy clinic information system. The strategy was to place as much of the EBT required functionality as possible in WIC Direct as a mechanism to minimize change required in the Information System. This proved to be an efficient strategy for getting a State Agency ―EBT Ready‖ in a relatively short time frame. As a result of this approach, WIC Direct already has some proven native functionality that may be useful to Florida but that is not found in all WIC EBT solutions. Examples include capabilities for managing Categories / Subcategories and UPCs, the ability to use EBT redemption information to calculate not-to-exceed prices by peer group, rebate calculations and a complete end-to-end reconciliation process.

For West Virginia, WIC Direct is being enhanced to work with the State’s new SAM system, Crossroads. Here the philosophy is different in that Crossroads, as opposed to WIC Direct, is the source of much of the ―EBT Ready‖ functionality such as APL management, NTE calculation and reconciliation. WIC Direct, using elements of the Universal Interface (WEMUI) provides an interface between the two systems to support this implementation alongside of the ―legacy system‖ implementation used in Kentucky.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

This may be important to Florida if the State ever, in the future, decides to adopt a SAM solution. WIC Direct, as the State’s EBT platform, will already be enabled to work with that new platform and its data needs. This means that Florida will have options to become EBT ready and can chose the most beneficial approach to functionality to meet your business needs and time or resource constraints.

Most EBT solutions provide a native ―Administrative‖ interface that is useful for querying and managing EBT information. WIC Direct provides a WEB based interface (called the WDWUI) that can be accessed from any computer anywhere that has modern browser functionality. Role based security inherent in the WDWUI limits user access to specific feature and function as controlled by the security administer.

The WIC Direct WUI is the most powerful EBT administrative interface found in an EBT application. It has extremely robust query functions that allow for viewing transaction data based on a number of filters such as date and time, household or card, or even a WIC vendor id. It provides for export of transaction data to a spread sheet for further analysis. It provides complete access to household account balances and demographic information with access being facilitated by a number of search criteria and filters. It allows users to view and modify approved products and to set up or modify vendor information.

A feature that is unique to the WIC Direct WUI is the ability to set up and manage households and to issue cards and benefits. This is not something that would be done in a productive environment but it is extremely useful in test and certification environments (especially when supporting required retailer certifications). This functionality has been used occasionally to quickly make adjustments to household or retailer accounts in the event of a system or user error.

Our proposal for providing WIC EBT services to Florida is contained within the bulk of this section of the document and paints a clear picture of the rich functionality that is core to our processing and service offering. However, we have also included a Detail Functional Design Document (recently accepted by West Virginia) as an attachment to this proposal. This will provide Florida with a good representation of the documentation that supports the WIC Direct product and will also provide a greater level of detail as to the specifics of how functionality is delivered.

EXPERIENCED WIC EBT PROJECT MANAGEMENT

There is no substitute for experience and a practiced management methodology to lend surety to the success of Florida’s WIC EBT project. FIS is offering both. The experience of our people is described in a subsequent section. Our approach to managing the project is straight forward and is summarized in the following seven principles.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

Table 8-1 Project Management Principles Partnership committed to Work cooperatively shoulder-to-shoulder with Florida WIC to identify and achieve the success common goals, processes, timeframes, and functionality related to project success Right people for the job Staff the project with experience, knowledge and expertise relevant to all chicdomains of expertise required by the project. Allow the staff to do their job. Plan your work and work your A work plan with tasks, milestones and dates is the key driver to all project activities – plan it must be maintained and kept current. Integrated Quality Assurance Build quality into all work processes. Our quality team is a key component of the project team and is involved in all aspects of planning and execution. Know and manage the project Clearly define the scope of the project and manage the critical aspects (time, cost, scope quality) against that scope. Traceability matrices, planning deliverables, test plans and scripts are all a part of our of our scope management and the communication of scope among team members. Open and frequent Eliminate barriers to communications between project stakeholders. Encourages communications informal matrix communications between all team members (both FIS and Florida) where messages are not filtered through layers of management. Use structured formal communications channels such as status reports, issues lists and risk tracking as agenda items for regular project team meetings. Follow up, Follow up, Follow up Project management is a continuous activity that requires constant attention to detail. It is based on planning and control points to assure the project is headed in the right direction and is on track. A constant cycle of feedback and follow up is the key to project success.

As a first step in all of our projects, we prepare a Project Management Plan that sets the direction and expectations for our project management activities. To give Florida more insight into our approach to project management, we have provided as an attachment to this proposal a sample WIC EBT project management plan that was prepared for West Virginia.

PRELIMINARY TIME LINE

Once Florida has signed a contract for EBT services with FIS, we believe it is realistic to get into pilot operations within a year. This is an aggressive schedule that will require a close working relationship between the State, FIS, FNS, the vendor community and other vested stakeholders. However we believe it is possible. A key assumption is that Florida’s WIC Information System is already substantially EBT capable and will require little modification to move fully into EBT.

We realize that the ITN did not specify any specifics as to schedule surrounding the WIC project so, for the sake of presentation we assumed a July 1, 2013 start date. As can be

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

seen in the attached chart, we intend to spend up to three months prior to the start date with some internal pre-contract planning and preparation activities so that when the contract is signed, we can hit the ground running.

Based on this start date, we believe that we can be doing WIC EB T user acceptance testing with the State in April and May of 2014 and can start pilot operations in July of 2014. Assuming a three month pilot, statewide rollout could begin in October of 2014. Our preliminary plan allows six months to implement EBT throughout the State with a completion in April of 2015. It may be possible to move faster but the planning horizon has this event spanning the Thanksgiving and Christmas holidays which is a time when retailers are reluctant to introduce any change in their stores.

Following is a preliminary look at the high level events that must occur and when they will be accomplished. Needless to say, one of the very first tasks we will undertake in the project is to work with the state team to build a detail combined work plan for all activities that are anticipated as necessary to bring the project to a timely and successful conclusion.

Florida e-WIC - Preliminary Schedule <------2013 ------> <------2014 ------> <------2015------> Fy 13 Q3 Fy 13 Q4 Fy 14 Q1 Fy 14 Q2 Fy 14 Q3 Fy 14 Q4 Fy 15 Q1 Fy 15 Q2 Fy 15 Q3 Apr. May Jun Jul. Aug. Sep. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May Jun. Jul. Aug. Sep. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May Jun. Pre-Contract Planning / preperation Project Initiation Work Plan development Requirements Validation Project Planning Deliverables Card design and approval Software Development & Testing Integration testing with WIC MIS Infrastructure deployment User Acceptance testing Live end-to-end testing Retailer outreach Retailer Integration initiatives Develop Training Materials State Agency Training Pilot retailer enablement Pilot clinic training Pilot clinic readiness Pilot Operations Pilot evaluation Statewide retailer enablement Statewide clinic training Statewide Clinic readiness Statewide rollout Statewide Operations

Figure 8-1 High-level Project Tasks

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

A complete workplan is included at the end of this section.

PEOPLE MATTER

As mentioned above we are proposing a unique service model wherein the FIS Team is competing for Florida’s business based solely on our quality of service. We believe that project success is highly correlated with the experience, skills and knowledge of the staff that will be directly contributing hands-on to the project work effort. There is no substitute for having done it before and knowing what you are doing. And that is what we are providing to Florida.

Our staffing approach for Florida WIC is to provide a management and implementation team separate from any SNAP EBT initiatives and dedicated to Florida WIC. There are some synergies and overlap between EBT for SNAP and WIC that we fully intend to exploit during the project implementation. But we also understand that there are distinctly different project needs, timelines and activities. It is our belief that the Florida WIC EBT project needs to stand on its own from a project management and work plan perspective. For that reason, we are proposing the following project staffing organization to provide WIC with the quality resources it requires (an organizational chart can be found in Tab 6, Section 4.2.7.1, Proposed Organization and Staffing).

We are pleased to provide two long time WIC and EBT veterans, Jon Haught and Amy Duncan, as the WIC Project Management focal point for activities and services surrounding the implementation of WIC EBT in Florida. Mr. Haught and Ms. Duncan are the people that will be directly responsible for the success of the WIC EBT project. They will be supported by a number of key and highly experienced managers of the various disciplines need to successfully implement an EBT project.

WIC Implementation Manager: Jon Haught. Mr. Haught is a senior project manager for CDP. He has been providing advice and leadership to WIC EBT and MIS initiatives for more than a dozen years as a consultant, subject manager expert and a project manager. In addition, he has been involved with SNAP EBT projects since 1990 when he was the technology manager for the very first statewide EBT project ever. He has left a mark on WIC EBT projects in Texas, Wyoming, Oklahoma, Michigan, the Chickasaw Nation, Oregon, Kentucky, and West Virginia. In Kentucky and West Virginia he served as the project manager for their WIC EBT implementations. Over the last dozen years, Mr. Haught has been highly influential in conceptualizing and developing the standards that make WIC EBT possible on a national basis including the Universal Interface, the X9.93 technical specifications, and the EBT operating rules. He is recognized as a leader, innovator and problem solver and is a frequent presenter at national forums on WIC EBT.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

Deputy WIC Implementation Manager: Amy Duncan (PMP). Ms. Duncan is a professional project manager for CDP. Her expertise is in both WIC information systems and e-WIC. She has provided planning and quality assurance services on multiple MIS projects including the Michigan MIWIC implementation, California, Washington, North Dakota, Iowa, the four state Crossroads SAM initiative, and an implementation of the SPIRIT SAM system in Minnesota. In addition to these efforts, she has provided a leadership role in both the Kentucky and West Virginia e-WIC projects. She has been involved in WIC MIS and EBT projects for more than a decade and has probably been on the ground in more WIC clinics in more states than a most project managers in the e-WIC arena. She knows how WIC works and how it touches participants. Currently she is the main point of contact for the West Virginia WIC EBT project and is leading the State through the process on a daily basis. She is highly detailed, thorough and precise in her management and execution of complex projects. As a testament to her knowledge, Ms. Duncan (and Mr. Haught) were primary authors of the FReD requirements for a WIC system, including the EBT requirements.

WIC System Architect: Johnny Sena. Mr. Sena, currently the general manager of EBT operations at CDP, will be the senior technologist for the Florida EBT project. He has been associated with WIC EBT from the very beginning as the lead architect and developer for the original Wyoming WIC project back in 1997. He lead the technology side of the effort for the Washington State on-line WIC EBT demonstration project and subsequently became the lead architect and product manager for the construction of what is now the WIC Direct solution that is operating state-wide in Kentucky, being implemented in West Virginia and that is being proposed to Florida. Everyone that has been associated with WIC EBT and that has been involved with the various FNS sponsored standards committees (countless phone calls) probably knows Mr. Sena as the go-to guy for clarity and precision in finalizing the rules by which all WIC EBT programs are expected to abide. He is a true force and a leader within the industry.

WIC Retail Integration: Bob Hoblit. Mr. Hoblit is a senior manager for CDP. His role in the Florida e-WIC project will be to work with and assist authorized WIC retailers that want to have WIC integrated with the other tender types in their store’s electronic cash register system. It is a job for which he is well qualified, having spent several decades with IBM in their grocer payments systems division. We consider his role so important to the project that the following section of in this introduction is devoted to what it is that he does and why it is important to Florida.

WIC Development Manager: Joseph Gilland. Mr. Gilland is a highly experienced and respected technologist for CDP. From the very beginning of WIC Direct five years ago, he has been instrumental to the design, development and implementation of the product. In this capacity he has worked extensively with our current and prospective e-WIC

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

customers, refining requirements and identifying solutions. It will be Mr. Gilland’s responsibility to assure that Florida is provided the full set of system functionality as defined in the system requirements.

Customer Service Manager: Cathy Jo Jansen. Ms. Jansen is a senior manager of customer service for the government services division of FIS. She has over 25 years of customer service experience, and 15 years of call center experience as a supervisor and manager of staff for the Client Help Desk Center and Retailer Help Desk, adjustment research, and State Support Services. All of FIS’ EBT customers currently use the customer service areas that Ms. Jansen oversees. She has been instrumental in the implementation of states at the Customer Service Center, and ensures that calls are handled properly and on a timely basis by qualified staff. Due to these and other efforts by Ms. Jansen, customer satisfaction has increased, call abandon rates have decreased, and service levels within the call centers have been met or exceeded. We are glad to have Ms. Jansen working to ensure Florida’s participants, clinics, retailers, and agency staff all receives the highest level of customer service.

WIC Direct System Documentation: Susan Hendrix. Ms. Hendrix is a lead documentation expert for CDP. She has been associated with the WIC Direct product since its inception five years ago and has been responsible for the development and maintenance of the system documentation. She will have the very important task of assuring the body of documentation supporting e-WIC for Florida reflects the system as built and installed in the State.

WIC Quality Control: Karen Waluk. Ms. Waluk runs the Quality Control organization for CDP. She has a long history of providing quality control services related to the payment industry. Before joining the CDP WIC team three years ago, she worked in the grocery payments division for IBM, validating their many electronic payment product offerings. She brought to CDP an extremely rigorous and detailed approach to quality control and is currently working to provide greater automation to our QA processes. She has been a real asset in our efforts to create the highest quality products and services available in the WIC market place. Her responsibility for Florida e-WIC will be to validate that the software products delivered operate consistently and reliably according to the defined specifications.

Retail Manager: Olivia Briones. Ms. Briones is an EBT retailer management specialist for FIS with over 14 years of retail-related experience of which the last 11 years were dealing specifically with EBT retail project management. Ms. Briones is an expert on EBT POS equipment and provides retailers with excellent operational support. She supervises and trains the FIS Merchant Services technicians, and manages statewide retail installations and equipment upgrades. Her responsibilities for Florida will be the

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

engagement of the retail community, assessment of enablement needs, and overall management of the processes to ensure 100% of the authorized stores are fully enabled for WIC EBT.

We believe that the level of experience and demonstrated success that has been presented by the FIS Team makes us unique in the industry. We take our commitments to our customers very seriously and are working hard to have the very best people representing us and Florida in this partnership to bring e-WIC to the State. There is not a better, more knowledgeable and experienced team to be found.

RETAILER ENABLEMENT

Without question, the degree of success of the Florida EBT project hinges on the authorized retailers and their participation. Since EBT is really good for the stores, both economically and operationally, the retailers are generally willing, if not enthusiastic, supporters of the initiative. But moving to EBT does require change in the checkout lane and the store’s technology. All of the stores must be enabled to process EBT redemptions electronically and this must be done in a timely manner.

The FIS team is proposing its proven stand-beside WIC POS platform as a government provided option for enabling stores to do WIC EBT. We all know that the stand-beside has been demonstrated as a workable solution but that it has its drawbacks such as requiring space in the crowed checkout lane, requiring a double scan, price entry and a separate settlement /reconciliation. To keep the Florida EBT project on track, this type of solution will be necessary, as all retailers will not have the time or capability to integrate WIC into their cash register system. However, it is also common knowledge that it is not the preferred solution. The gold standard is to have WIC EBT integrated in the store’s commercial electronic cash register (ECR) platform as an accepted tender.

There has been a great deal of success in online WIC EBT in driving towards this integration goal, and in no small measure, Bob Hoblit, the FIS Team integration manager that will be working with the Florida retailers is synonymous with this success. He has been in the middle of guiding several national retailers such as Wal-Mart and Kroger as well as a number of regional store chains down the integration path. It has been his technical expertise and leadership that has pushed several of the larger commercial ECR vendors such as IBM and Retalix / Storenext to add WIC to their commercially available platforms. He has worked closely with the national payment networks such as First Data and Fifth Third in enabling their platforms to process WIC transactions and has worked on the local level with many resellers of ECR equipment (the companies that really make WIC happen in the checkout lane).

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

Mr. Hoblit has been at center stage in the development of the operating rules that govern WIC in the checkout lane and is now providing leadership in the development of a FNS sponsored national model for retail system certifications.

Florida needs a proactive approach to retailer integration and leadership to make it happen. It would be hard to overemphasize the importance to Florida of having someone with Mr. Hoblit’s skills, knowledge, experience and the level of service he brings to the project. We are confident that if you were to ask anyone in the payments or retail grocery industry that has been involved with online WIC EBT, they would know and respect his contributions.

For greater detail on our approach to enablement and how this is accomplished, , we have included as an attachment to this submission, a Retail Enablement Plan developed for our several customers and mostly recently updated and approved in West Virginia. We have also provided sample test scripts that have been used in certifying stores to participate in other EBT programs. Since the national goal is to provide uniformity in how WIC operates in the checkout lane, these scripts reflect the FNS WIC Operating rules and consequently will be totally applicable to Florida’s initiative as well.

INTEGRATION OF EBT PLATFORMS

What we have described in this e-WIC proposal is a stand-alone e-WIC solution. It is not predicated on FIS also being awarded a contract for SNAP and Cash EBT programs as well. In fact, our proposal includes a stand-beside POS solution that will support both SNAP and WIC in the checkout lane even if the respective programs use the services of two different processors. This means that if Florida hired FIS as its WIC processor and someone else as its SNAP processor, we would still be able to place a single EBT POS device in the stores that are both WIC and SNAP authorized. We would authorize the WIC transactions ourselves and would send the SNAP and cash transactions to the other entity for approval. The stores would receive a single settlement for both programs. This is a truly unique offering in the market place.

However, we really want to be both the SNAP and WIC processor for Florida. There could be significant opportunities to leverage infrastructure across the two programs. This includes POS solutions, network connections, reconciliation and settlement services, the retailer help desk and possibly even a retail portal. Similarly, in the Farmers Market setting, we envision a single solution supporting WIC CVB, SNAP, and FMNP benefits.

On the participant side we clearly see an opportunity for sharing the same IVR and customer service infrastructure. Imagine that with one phone call, a Florida citizen could check their SNAP, TANF, WIC and Child Care account balances. We think there are the

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

same integration opportunities for a customer web portal and probably other electronic forms of customer communications such as e-mail and text messaging, all working seamlessly.

Certainly there are opportunities for leveraging project infrastructure such as project management. And perhaps the concept of sharing certain data, within Florida policy, could serve to promote a more holistic service delivery to Florida citizens.

Further down the road there may also be opportunities for a ―one card‖ solution wherein a Florida citizen would have a single EBT card and PIN that is their access tool for a multitude of government services. Our partnership between FIS and CDP provides us with all of the capabilities and tools to help Florida take a ―State View‖ of EBT to the next level. Make it a service offering that any state agency could easily use to deliver benefits and services for their specific program.

4.2.9.1 WIC Processing Technology DOH has not yet decided whether the WIC EBT system to be procured by the Florida WIC Program will employ on-line magnetic stripe card technology or off-line smart card technology. As such, the Department is interested in Respondents proposals for both technologies. Respondents must describe their technology solution for support of WIC EBT which includes: . Deliverables and documentation . Training materials for WIC participants, retailers, clinics, and state staff . Technical and functional requirements that will support the operation of a WIC EBT system that is compliant with Federal regulations and national standards including the most current WIC-EBT policy memoranda and the most current versions of the WIC Functional Requirements Document for a Model WIC Information System with EBT 9FReD,; WIC Universal MIS-EBT Interface Functional Requirements, WIC Operating Rules and WIC EBT Technical Implementation Guide . Card and PIN issuance and management . Account set-up and benefit authorization . Account structure . Interface with the State’s WIC management information system . State UPC Database maintenance, including categories and sub-categories . Transaction Processing . WIC administrative system functionality . Customer Service for WIC program and clinic staff, cardholders, and retailers . Retailer management . Reporting . Cash Value Voucher (CVV) . WIC Farmer’s Market Nutrition Program benefits . Proposed clinic configurations . Any WIC services options available for state consideration

The overall system is comprised of multiple applications that work together using a service oriented architecture aimed at providing the many services required by Florida WIC for WIC EBT, as well as being integrated with other payment applications and services, such as SNAP EBT. The overall system architecture is modular with multiple applications integrating with each other through well-defined interfaces. The system design adheres to the sound principle of ―loose coupling‖ whereby various system

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology

components are capable of independent operation, and interaction among various components only occurs through well-defined interfaces. In this way, it becomes possible to swap system components provided that the new components adhere to the interface.

A familiar analogy for this design philosophy can be seen with the relationship between the Florida WIC MIS and a WIC EBT System. The WIC EBT System is responsible for certain software services related to the enablement of electronic WIC redemption processing and payments to vendors, while the Florida WIC MIS is primarily concerned with the certification of WIC participants and the determination of appropriate food benefits to be issued. In many ways, it does not matter to either system ―who is on the other side‖ provided that each system adheres to a well-defined interface that allows for communication between the two systems. While there is an effort underway to standardize the interface between WIC MIS and WIC EBT systems with the Universal Interface, there are numerous ways that WIC MIS and WIC EBT systems have successfully connected with each other in other projects and each system is able to provide the services necessary to achieve its primary function. This philosophy is also behind the enterprise architecture that links a federation of different systems that work together to provide a total electronic payment solution for Florida WIC.

A general understanding of the high level architecture of WIC Direct and the associated components is helpful in setting a context for the content of the subsequent sections of this response.

The WIC Direct core system consists of the following high level system components:

 WDOnline – WIC Direct Online (WDOnline) refers to the application responsible for processing all real-time retail transaction requests. In particular, the FIS gateway connects to WDOnline using the standard X9.93 Part 1 – Messages interface. WDOnline also handles connections directly from vendors providing a ―free path‖ for vendors not choosing to use the services of a third-party processor. WDOnline handles the standard retail transaction set, including balance inquiries, purchase requests, and reversals. The WDOnline application is a Windows Communication Foundation (WCF) application running as a Windows service.

 WDAPI – The WIC Direct Application Programmer’s Interface (WDAPI) is the mechanism by which an external system such as the WIC-IS (e.g., the Florida WIC MIS) may communicate with WIC Direct in real-time in order to perform certain activities in WIC Direct or to receive information from WIC Direct. For example, WIC Direct provides a mechanism allowing benefits to be issued to an account housed in WIC Direct. WDAPI supports multiple interfaces, including the Universal

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Interface for WIC-IS to WIC EBT integration. The underlying architecture and tools supporting the WDAPI allow us to rapidly customize the interface to meet the unique requirements of any of our state customers. WDAPI is implemented using SOAP web services over HTTP. The FIS Team assumes that SOAP will be used in the interface with the Florida WIC MIS. The application that hosts WDAPI is also a WCF application running as a Windows service. The services provided by WIC Direct will often be referred to as ―methods‖ (this is in keeping with terminology associated with object oriented programming).

 WDOLTP – The WIC Direct Online Transaction Processing (WDOLTP) database refers to the core WIC Direct database running in SQL Server that is used for storing information necessary for the processing of real-time transactions. This database is designed and tuned specifically to support the sub-second response times that are appropriate for real time transaction processing. Our architecture, to achieve this high level of performance, purposely separates the database supporting online transaction processing from the support for administrative and batch oriented access to transaction data. This second database is defined below as ―WDODS‖.

 WDWUI – The WIC Direct Web User Interface (WDWUI) refers to a web-based administrative application that can be used by federal, state, and clinic users to perform certain activities directly within WIC Direct. The WDWUI is implemented on top of the WDAPI. Any data presented on a page or any updates from a page flow through the WDAPI. Many of the top level pages within WIC Direct take the form of a search page that allows users to find all matching records in a particular category. The lists can be sorted, filtered, and share a common way of handling paging through long series of data. The WDWUI includes the ability to generate a CSV file of any result set that users can import into an application, such as Excel, in order to perform additional data analysis on the result set. Another very useful feature of the WDWUI is to allow users in a test situation to set up EBT accounts and issue benefits (as opposed to having to do this through the WIC-IS functionality). Needless to say, the use of the WDWUI is highly controlled by a roles and responsibilities security matrix managed by the State’s security administrator.

 WDODS – The WIC Direct Operational Data Store (WDODS) refers to a database used for batch processing. It is used for such activities as reconciliation, system balancing, approved product list creation, calculation of not to exceed prices, etc. This technology supports users initiated search and query functions as well as the system provided nightly processing functions, all without impacting the online transaction processing functions.

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 WDWarehouse – The WIC Direct Warehouse (WDWarehouse) refers to a data warehouse database that is primarily used for reporting. This system is currently under development. The system will support real-time generation of ―canned‖ reports, as well as support access through an ad hoc reporting tool. The WDWarehouse is a stand-alone and optional feature of the WIC Direct processing environment. We believe that it will provide significant functionality and management efficiency to the state but there is some additional cost necessary to deploy and support the warehouse environment.

 WDBatch – The WIC Direct Batch (WDBatch) refers to the application responsible for all batch processing and for processing any file based interfaces. For example, the file processor is responsible for processing data that feeds the reconciliation reports, as well as being responsible for the creation of the Food Category/Subcategory file for the Florida WIC MIS.

 WDUPC – The WIC Direct UPC (WDUPC) is a component of the WIC Direct System used for managing the approved product list for Florida WIC. It is implemented as an Access database designed to run on the desktop of the users responsible for managing the approved product list. It was designed as a temporary solution pending the eventual implementation of the National UPC database. This too is an optional component of the WIC Direct platform. The alternative to using the WDUPC is to have the equivalent functionality implemented in the State’s WIC-IS or, if it becomes available, to use the FNS sponsored National UPC solution.

WIC Direct core applications are built using various Microsoft technologies. WIC Direct server applications run on Windows Server 2008 R2. The server database applications use SQL Server 2012. Reporting will use SQL Server Reporting Services. These platforms are proven and continue to improve with each new release. They provide a cost effective and robust platform for running WIC Direct.

The WDOLTP uses SQL Server Enterprise running in a clustered mode. In this mode, there are multiple systems capable of acting as the database server and if one system fails, then another can immediately take over. This provides for a high degree of fault tolerance. Furthermore, we utilize a high performance SAN for storage of the database files.

As a further step in providing the high reliability required for financial transaction processing, the WDOLTP architecture provides for continuous real time data replication to a remote hot site back up system that is fully capable of taking over transaction processing in the event of a failure of the primary site.

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In anticipation of success and additional growth, the FIS Team is making investments in infrastructure to ensure that we continue to have the most up-to-date hardware when starting this project for Florida WIC. In fact, upon a contract award from Florida, it is our intent to acquire new server hardware (processing and database) that would be dedicated to serving the needs of Florida WIC.

Working in conjunction with WIC Direct, there are a number of other applications and systems that provide specialized services aimed at meeting the various end-user and external system interface requirements for accessing the core services within WIC Direct. The following is an overview of these additional applications:

 Gateway –serves as the primary interface point for retail transactions that come through a third-party processor or through a stand-beside POS device. The WIC EBT Gateway is built on a highly fault tolerant Nonstop-HP (formerly known as Tandem) System. The Gateway handles connections with multiple third-party processors and provides a single point of entry into the WDOnline for such parties. It adheres to the X9.93: Part 1 interface specification for retail transactions. Transactions that originate from a stand-beside POS device flow through the Gateway.

 Interactive Voice Recognition (IVR) – allows cardholders to manage and keep in touch with their WIC electronic prescriptions (please refer to Customer Service for WIC Cardholders below for additional information). Among the capabilities provided to cardholders by the WIC EBT IVR are: . PIN selection/change . Balance inquiry . Transaction history inquiry . Benefit availability inquiry . WIC clients who receive new cards from clinics will be able to call the WIC EBT IVR to securely select their PIN.

 Vendor Portal –The FIS Vendor Portal (please refer to Customer Service for WIC Retailers below for additional information) provides a number of functions for WIC stand-beside vendors, which include: . Vendor self-registration . Viewing/updating merchant information . Viewing frequently asked questions about processing WIC transactions . Viewing deposits . Downloading Vendor POS manuals . Downloading Vendor POS Quick Reference Guides

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 Cardholder Portal –The FIS Cardholder Portal (please refer to Customer Service for WIC Retailers below for additional information) provides a number of functions for WIC client cardholders, which include . Obtaining information on current and/or future benefit availability . Viewing details on a number of previous transactions . Selecting or changing their PIN (in a properly encrypted format) . Obtaining information about WIC clinic locations . Viewing frequently asked questions about the WIC EBT card . Other useful information/links provided by the Agency related to WIC

 Stand-beside POS – Devices used by vendors who do not have WIC EBT integrated into their existing POS system (please refer to POS Integration of WIC EBT below for additional information). FIS stand-beside POS application follows the WIC industry standard X9.93 specifications and WIC Operating Rules. These terminals (please refer to FIS-Provided Stand-Beside POS Equipment below for additional information) will be deployed to the vendors where a third party integrated solution is not available or affordable. The FIS stand-beside POS application has all required features to perform WIC transactions which include: . WIC balance inquiry . WIC purchase . WIC purchase cancel . WIC item void . Totals reporting . Clerk management . UPC/PLU file management . UPC/PLU file download automation

The automated APL(UPC/PLU file) file download is built into the application so that the vendor is relieved from the burden of manually performing UPC/PLU file updates. This automated feature in the application has a scheduler which performs checks with the FIS host server for UPC/PLU updates at pre-determined intervals (i.e., every day, two days, or three days). Once an update is available, a scheduled time will be set by the application to download the UPC/PLU file. Normally, these downloads are set for midnight or early morning hours so that the download function will not interfere with daily merchant transactions.

Another key feature of the FIS stand-beside is to provide both WIC and SNAP functionality in the same device, thus eliminating the need for multiple government provided POS devices in a store’s checkout lane. Transaction routing and switching provided by the FIS transaction acquiring platform can take these two transaction types

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from the single terminal and route them to the appropriate WIC or SNAP processor for approval.

Deliverables and Documentation

The FIS Team will provide the required deliverables and documentation, and understands that quality deliverables are a foundation for success. We cannot achieve the project goals without providing DOH with detailed, usable deliverables, and end-products that meet your needs. We will continually monitor project artifacts and implement process improvement strategies as needed throughout the project to ensure DOH receives the appropriate documentation within the required timelines.

The FIS Team and the State will agree on the format and contents to be included in each deliverable prior to submitting the first draft of any document. Once the project deliverables and documentation are completed the FIS Team will update and maintain these documents for the duration of the contract to reflect changes in system design, services, and operations. The FIS Team acknowledges that any and all project deliverables and documentation are subject to State and Federal review and approval. We are confident that our deliverables and documentation will pass any such reviews.

Once project deliverables and documentation are submitted, and the State has made their comments and sent them back to the FIS Team, we acknowledge that we have one (1) week to incorporate the State and Federal comments and submit final copies of the documentation.

The FIS Team acknowledges and accepts the deliverable and documentation due dates as outlined in Exhibit A. The FIS Team will work within these timeframes to submit all documentation and deliverables.

STATUS REPORTS

The FIS team will submit weekly status reports throughout the transition phase of the project. Post transition, the FIS Team will submit status reports on a bi-weekly basis. The FIS Team will work with DOH to develop a standard status report template that will be used by the FIS Team to submit reports. The reports will include a comprehensive list of all project activities, the current status of project activities, and address issue identification and resolution. The FIS Team will work with DOH to ensure that all necessary information is included in the weekly (transition phase) and bi-weekly (post transition phase) status reports.

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PROJECT WORK PLAN

The FIS Team is providing, with this response, an executive level project work plan complete with a project schedule. It is understood that the Department envisions the transition to consist of sequential but overlapping phases; we have developed the work plan around these visions. The phases include; design, development, testing, implementation, and operations. The FIS Team acknowledges and will comply with the requirement that a draft work plan is due within 15 days of contract execution for WIC and a final plan is due within 45 days following the contract execution.

TRANSITION PLAN

The transition from paper to electronic WIC food benefit delivery is a major step forward for WIC. The FIS team will provide a detail transition plan as to how this will be accomplished to DOH that meets the needs of retailers, clinics, the state agency and benefit recipients and that is consistent with the agreed upon project timelines. The FIS Team will create a plan that best suited to the DOH and all stakeholders involved. The FIS Team will work with DOH in developing a plan that will successfully transition DOH and all stakeholders from paper benefits to our proposed WIC EBT solution.

We recognize that the due date to submit a draft of this plan is no later than 21 days after WIC contract execution. Once the FIS Team receives comments regarding the transition plan we will make the necessary updates to the document and submit a final copy within 10 days following receipt of State comments.

SYSTEM DESIGN DOCUMENTS AND MANUALS

Functional Design Document The Functional Design Document (FDD) is a critical component of the system and interface design task. While the requirements of the system provide a high level description of what the system has to do, the Functional Design Document provides a functional overview and a description of the operating environment, procedures and workflow of the WIC EBT System. A good FDD provides a level of detail sufficient to allow a Quality Assurance engineer to write a comprehensive set of test cases to be used for functional testing on the system. The FDD presents the system requirements in a detailed requirement-based format (for example, it includes statements such as ―the system will…‖). This deliverable will present the items identified in the ITN, as well as any other existing processes or functions in the system.

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The FIS Team has an existing Detailed Functional Design Document (DFDD) 1 developed for Kentucky and reviewed and approved for release by USDA-FNS. This document has been further refined to reflect updates made by West Virginia and reviewed again by USDA-FNS. Although DOH’s needs are different from other WIC Direct users’ needs, the existing DFDD provides a solid foundation for this critical document. The existing DFDD will be modified to address all of the system functions from DOH’s perspective, including the items listed in the ITN, and will be submitted to meet the requirements of the FDD deliverable.

The FDD will be organized using a functional area hierarchy and will be numbered for easy reference in later tasks, such as testing. We will provide the final document within 90 calendar days or three months after contract execution and will make updates based on DOH and FNS review. Since the foundation document has been reviewed by FNS, the changes from FNS are expected to be minimal. If system design changes are necessitated through the User Acceptance process, we will modify the document and provide an updated version.

Detailed Design Document The Detailed Design Document (DDD) provides the technical details related to how all of the components of the system work together to support the functionality documented in the FDD. This includes detailed descriptions of the total system configuration, including system hardware, functionality, file layouts, message and file flows, IVR scripts, data elements, system interfaces, settlement and reconciliation functions, and the System Security Plan. The DDD will include a Reports section describing all standard reports generated by WIC Direct.

Instead of providing the different technical information in a single large Detailed Design Document, a series of focused documents has been developed that deal with a specific area of the technical design. This helps target audiences locate the information they need. Using information gained from discussions with the DOH stakeholders and review of documentation related to Florida’s technical environment, we will modify the DDD components developed for the WIC Direct product. The DDD will address all of the items identified in the ITN, as well as any additional items that are relevant for the documentation. We will submit a final copy of the required information and a contents matrix to ensure that DOH understands where relevant information can be found no later than four months after contract execution. Once approved by DOH, we will provide updated documentation for FNS review. If system changes are necessitated through the User Acceptance process, we will modify the DDD and provide the updated version.

1 The existing WIC Direct DFDD is available upon request.

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Systems Operations and Interface Procedures Manuals The FIS Team believes that an important part of successful ongoing operations is a clear understanding by all parties of the WIC EBT operating environment. We will create a DOH WIC EBT-specific System Operations/Interface Procedures Manual to clearly reflect the State’s operational environment as shown in Table 8-2.

Table 8-2 Interface Manual Summary SECTION NO. SECTION TITLE SECTION CONTENTS 1. Introduction to This Manual Describes the purpose, audience, and organization of this manual 2. Batch Files and Transmission Times Explains how batch files are transmitted between the State and WIC Direct. It includes the dataset names assigned to the different batch files, as well as the times they can be transmitted. 3. Contacts and Escalation Procedures Includes the escalation procedures and contact information used for any transmission questions and problems 4. Batch Maintenance File Formats Details the file formats updated by the State and the FIS Team 5. Batch Maintenance Codes Lists the batch maintenance error messages and field descriptions 6. Administrative Terminal Connectivity Includes the connectivity flowchart between WIC Direct and the Flowchart State

The FIS Team understands that a final copy is due no later than eight months after WIC contract execution .

SYSTEM TESTING

System Life Cycle Test Plan The FIS Team will develop a final System Life Cycle Test Plan within five months of WIC contract execution. The plan will require that the WIC EBT solution, including any changes made to the system during the contract period, shall be properly tested prior to being introduced into the production environment. The Plan will include regression testing on any and all changes made to coding and programs during acceptance testing and ongoing through the Operations Phase. Examples of Life Cycle testing activities include:  Unit Test – Validates new and changed code before it is delivered to QA  Build Verification Test – Ensures that every build delivered contains necessary working functions to allow continued QA progress  Functional Verification Test – Validates individual features  Usability Test – Evaluates system efficiency and ease of use for the end-user

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 Regression Test – Confirms system completeness and verifies that changes are fully integrated into the system  Connectivity Test – Evaluates system connectivity between the State and FIS/CDP  Interface Testing – Verifies compatibility and messaging between the State and FIS/CDP  Integration/System Test (including vendor and TPP testing) – End to end testing of all facets, including transaction processing  Functional Demonstration – Demonstrates basic e-WIC functionality to the State.  User Acceptance Test – Acceptance of the system by the end user through final testing  Pilot Test - First phase of a staged rollout in which the production system is used in the real environment.  Performance/Stress Test – Verifies that the system meets the defined benchmarks for response time, throughput, etc.  Network Performance Testing - Validates the functioning of the system through the networks  Integrated Voice Response Test – Validates system’s ability to answer and route calls accurately in regular and peak periods  Web Test - Validates portal operations  Contingency Test – Tests the backup processes, including the hot site

User Acceptance Test Plan and Test Scripts The FIS Team recognizes the importance of User Acceptance testing and knows that the success of the testing starts with a well put together and detailed UAT plan. The FIS team will provide a final plan within six months of contract execution that meets and exceeds DOH’s requirements.

UAT will be performed after formal internal testing has been completed and the system has met the defined exit criteria. UAT scripts will cover each function of the system as defined in the approved design documents, including system operations and processing options, and environmental conditions, including the following:  POS hardware and communications failures  Entry of erroneous data  Both positive and negative transaction results  Account setup  Benefit setup  Card setup

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 Vendor setup  Special conditions, such as time sensitive scenarios  Multiple day transaction processing, settlement, reconciliation and reporting  IVR System use

Test Reports The Microsoft Visual Studio suite will be used to provide a wide variety of highly customizable test reporting options. The data points described in the following list will be a graphical representation of the actual data, providing a clear picture of the project status.

Test logs and reports will include, but not limited to, the following metrics:  Requirements overview and scope  Expected attempt complete-successful  Actual attempt complete  Percentage blocked/failed  Percentage of test completed to indicate if the test is on schedule  Number of issues opened, organized by severity/priority  Number of fixes delivered in last build  Number of active/open issues  Issue discovery rate

Upon completion of each testing phase, a final test status will be prepared to ensure that the quality goals have been met and that the next phase of the test cycle can commence.

The flexibility that is built into the Visual Studio tool makes us confident that we will meet all reporting needs of the project including the due date of providing test reports within two weeks after completing the system test. Some examples of the reporting capabilities provided with Visual Studio are shown on the following examples.

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BUSINESS CONTINUATION AND CONTINGENCY PLAN

Although the use of a backup system is rare, the FIS Team has the infrastructure in place with plans and procedures in the eventuality that a service interruption, or disaster, occurs. We rehearse this plan on a regularly recurring basis. To prepare for possible disasters that directly impact FIS and our subcontractors, such as the loss of parts of the telecommunications network, loss of significant parts of the computer processing capability, loss of files or facilities at the data center, or loss of power, we have a Business Continuation Plan in place. The purpose of our plan is to articulate a recovery strategy and provide restoration of processing capabilities as quickly as possible after the declaration of a service interruption or disaster with the least amount of impact to the stakeholders. This plan is built on a comprehensive risk assessment and business impact analysis. From these corporate-wide evaluations, specific business recovery strategies have been developed. The plan is regularly updated and addresses the strategy and escalation steps to restore our hardware, operating software, databases, telecommunications, and ultimately full data processing. The Business Continuation Plan will lay out a process to ensure continued service to the State’s WIC EBT cardholders and continued access to their benefits.

The FIS Team’s Business Continuation Plan for DOH will include, but not limited to, the following:

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 Hot backup sites, which are 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  An evaluation of the types of service interruptions that may impact WIC Direct’s operations  Backup and recovery steps for each type of interruption  How benefits will continue to be accessible to clients  A listing of the resources committed to the plan  Conditions under which the contingency plan is invoked  Backup and secure storage of data required for processing transactions  Identification of key personnel and up-to-date escalation notification policy and procedures  Annual testing under simulated conditions  A component plan for relocating to the disaster recovery facility and restoring transaction processing, which clearly delineates: . Decision criteria . Process . Procedures . Individual responsibilities  Procedures for supporting DOH during a declared natural disaster affecting a large number of residents

The FIS Team will submit the final plan no later than six months after contract execution.

SYSTEM SECURITY PLAN

The FIS Team takes security seriously and understands that we are dealing with personal, confidential information. Using our experienced resources, the FIS Team will develop a thorough security plan and have a final plan sent to DOH within the six months following WIC contract execution.

Our plan will describe the administrative, physical, technical and systems controls to be implemented for the EBT system. The security plan will also outline how we address any deficiencies or security breaches identified during the course of the contract.

The FIS Team’s security plan, which will be provided to DOH, will take into consideration the guidance outlined in the USDA-FNS Handbook 901 and State security

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protocols. The security plan will include updated certification and examination of our operations and control system as it is continually reviewed and updated.

The FIS Team’s security plan will include, at a minimum, the following requirements:  Provide the ability to execute secure, authenticated, 2-way transactions  Prohibit access to EBT data unless such access is expressly approved by the Department.  Maintain and ensure data integrity, confidentiality, and privacy  Ensure transaction validation and security  Address issues such as misuse or fraud, including resolution options  Ensure implementation and maintenance of security guidelines, protocols, and procedures  Provide an audit trail for identifying all network security breaches and attempted breaches  Report to the Department upon discovery any breach or compromise of security  Accommodate scheduled and unscheduled audits of the security system by State and Federal personnel or their designees  Ensure full cooperation with government agencies in the event of security breaches  Define roles and responsibilities for the Provider’s security personnel and the Department’s security personnel regarding administrative system user access and data warehouse user access  Provide a security management guide for Department EBT Security personnel

TRAINING PLAN

The FIS Team recognizes that people learn differently so we provide a variety of training methods and materials that will enhance the learning experience for clients (cardholders), retailers, and DOH staff.

Clear and comprehensive training is vital to the success of the DOH WIC EBT Project. We have significant experience creating effective training plans and will work with DOH training staff to develop a Comprehensive Training Plan for the DOH WIC EBT Project. The Training Plan will address all major training components, proposed deadlines, and supportive tasks for the planning, design, development, production, and distribution of training materials, as well as the activities for training DOH trainers. The Training Plan will include an approach and time frames for training vendors with POS equipment, and trainers who will be training local staff and vendors on policy issues. The Training Plan will provide the timeline to create the training deliverables for UAT and statewide

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rollout. The FIS Team will provide the fully, comprehensive training plan no later than six months after contract execution.

REPORTS MANUAL

The FIS Team will provide a detailed manual which includes report descriptions, a definition of the data elements, and report formats. Every report provided by the FIS Team will be included in this manual. The manual will be updated to include new reports as they become available. The FIS Team will provide a final copy of the reports manual to DOH no later than one (1) month prior to system conversion.

DATA WAREHOUSE MANUAL

Having an abundance of information readily available at your fingertips through our optional data warehouse can be an enormous asset, however one must be able to understand the data and know how to sift through and find the desired information. Should Florida WIC opt to use the WIC Direct Data Warehouse, the FIS Team will provide a Data Warehouse Manual that will meet DOH’s requirements.

The manual will include, at a minimum, detailed instructions on how to use the data warehouse, instructions on how to assist users experiencing problems remotely, and a troubleshooting guide.

RETAILER MANAGEMENT PLAN

The FIS Team likes to get involved with retailers as soon as possible after contract execution. We understand that the first deliverable is to submit and gain approval of the final retailer enablement plan, and the FIS Team will do this before four months prior to system conversion.

The FIS Team will work with DOH to develop a plan that covers, at a minimum, the following requirements:  Retailer marketing and recruitment activities  Retailer conversion  Retailer and Acquirer/TPP agreements  Acquirer/TPP Certification Standards compliant with QUEST® Operation Rules and ISO 8583 and 9510 and process  POS equipment deployment and training

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 Retailer support services

The FIS Team understands DOH’s desire for the FIS Team to aggressively market commercial POS services to new retailers. We will work to add this desire into our Retailer Management Plan.

SETTLEMENT AND RECONCILIATION MANUAL

The FIS Team will submit a Settlement and Reconciliation Manual for DOH’s review and approval. The FIS Settlement and Reconciliation Manual specifies the settlement process, including the steps for settlement, time frames, and parties involved. Additionally, it details the specific reports, and the logical steps and procedures used to perform daily reconciliation. The manual describes how to reconcile the following:  Transactions processed between the WIC-MIS and WIC EBT (benefit adds and voids)  Transactions processed between WIC EBT and vendors  Settlement amounts paid to vendors for transactions processed  Settlement amounts paid to vendors for funds drawn from the Florida Funding Account  The change in contents of the household food benefit database against the sum of all transaction data for that same twenty-four (24) hour window

ADMINISTRATIVE SYSTEM MANUAL

The FIS Team will provide an Administrative Functions Manual for the target audience of State personnel and federal agencies as designated by DOH who will have administrative access to WIC Direct. The manual will be submitted to DOH for review and approval prior to final publication in a Microsoft Word document, or other format as specified by DOH. The manual will provide detailed instructions for users on how to use the EBT administrative system, functions supported, screen and field definitions, security management, and navigation. Screen shots will be provided when necessary. The FIS Team will have a final document submitted for DOH review no later than two months before system conversion.

CHANGE MANAGEMENT PLAN

For DOH to meet its objectives, it is important to understand the types of changes that might occur in a project and have in place the necessary policies, procedures and organizational constructs to control change. The Change Management Plan follows the guidelines provided in this section and is developed with a focus on WIC EBT system functional and technical baseline and change requests. The process will also show our

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approach to addressing design issues, remedial changes, State-initiated change requests, conformance to state and federal regulations and operating rules for WIC EBT, and self- initiated changes. During the project, we will manage work product changes, manage baselines and releases, and monitor and report the status of change requests. The FIS Team will work within the constructs provided by DOH for monitoring and managing change. The fundamentals to the change control process are:  For each change request received, a change order statement will be developed that defines the scope of work and includes schedule and/or budget impacts. Each formal change request will have a change order statement, whether approved or denied, which will be uploaded and maintained on the project SharePoint site for archival purposes.  Work will not begin on a change order/change request until we gain written approval from DOH.  Timely notification and a resolution plan will be provided if we identify an issue that requires a change order.  Sufficient documentation of any change order will be provided to support the request and provide the rationale DOH needs to make an informed decision about the request or obtain other approvals within the State or at USDA FNS.

The Change Management Plan will include the procedures for changes and upgrades to all WIC EBT system documentation and manuals. The FIS Team will comply with the due date to have a final change management plan submitted for DOH no later than nine months after contract execution.

Training Materials

Effective training is the cornerstone of any successful EBT or WIC EBT program. The FIS Team has significant expertise in both online and off line training. We recently provided training material to thousands of cardholders on the use of the online e-WIC program in Kentucky and also trained all the State of Kentucky staff when WIC Direct was implemented in 120 counties and 150 clinics.

The FIS Team recognizes that comprehensive training, supported by clear and concise training materials, will be critical to the success of the Florida WIC EBT program. Our team recognizes that people learn differently, so we will provide a variety of training methods and materials that will help ensure a smooth, effective transition to eWIC for all the stakeholders.

The FIS Team will create professional, user friendly, and project specific training and training materials for Florida WIC participants, retailers, clinic, and state staff. The

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Training Materials

Training Plan developed for Florida will include proposed deadlines and supportive tasks for the planning, design, development, production, and distribution of training materials for all stakeholders (please refer to Training Plan above for additional information).

Written training materials will be provided for State and local agency/clinic staff and will be directly related to the applicable e-WIC functions based on the user’s role in the system. In addition, the training materials will be available in a form and substance acceptable to the Department and all training materials will be subject to the review and approval of the Department prior to their use. Any updates and revisions of the training materials will be provided at least thirty (30) calendar days prior to any modification the FIS Team makes to the functionality of the EBT System.

The training materials will be provided in English, Spanish, and Haitian Creole language for WIC participants.

UAT TRAINING

The FIS Team understands that it is crucial for the members of the UAT Team to understand the end-to-end operations and functions of WIC Direct and the UAT protocols. All UAT training will be built around realistic case studies/scenarios, which WIC staff experience routinely in doing their jobs. Likewise, UAT scripts will include both traditional functional testing, as well as major utilization of scenario based testing. WIC services are represented by literally hundreds of scenarios of client services. Because our team has experience in the WIC EBT systems industry, we have a body of test script scenarios that will be the basis for UAT scenarios.

UAT testers will be trained in all aspects of the system at both the clinic and state levels. The training curricula and materials will be developed for the project by the FIS Team and approved by DOH. In addition, testers will be trained on how to read test scripts, how to recognize negative testing, and how to document results of testing. It is anticipated that training staff will be involved in support for UAT testers throughout the process and will refine the training materials and approach based on feedback and lessons learned from the UAT test experience.

The FIS Team will perform UAT testing during the week prior to the State UAT, using test scripts and other materials that will be prepared specifically for the UAT training session.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Training Materials

CLINICS

Our team recognizes that effective training for clinic staff enables them to efficiently and effectively provide critical services to WIC participants. WIC clinic training will start with clinic users in pilot agencies following specific case studies in the demonstration system prior to the classroom training. These case studies will be comparable to UAT scripts which follow common and unusual scenarios occurring in WIC clinics. Areas of WIC pilot training and training materials for clinic staff include:  Navigating in the system  Card issuance  Card status  PIN selection/changing  Card control/audit procedures  Viewing/adjusting benefits  Accessing transaction data

Training materials for clinic staff will include:  A WIC Direct System Guide which includes all system functionality including: . Navigating in the system . Card issuance . Card status . PIN selection/changing . Card control/audit procedures . Viewing/adjusting benefits . Accessing transaction data  WIC Direct Quick Reference Guides (quick tips) include, among others: . Assigning a card . Replacing a card . Changing a PIN . Looking up, changing, voiding benefits  Support Procedures Quick Reference Guide includes support/call-in information for: . Clinic and State Staff . Retailers . Participants

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Training Materials

STATE ADMINISTRATIVE STAFF

The training materials for administrative staff will cover all of the functionality supported by WIC Direct. The FIS Team will provide appropriate DOH staff with training in the areas of:  System operations  Security  Settlement and Reconciliation  Reports  WIC clinic WIC EBT operations  Vendor WIC EBT operations/procedures

Training materials will include the appropriate modules/functionality of the WIC Direct System as outlined in the WIC Direct System Guide based on the roles of the various administrative staff. The functionality includes:  Navigating in the System  Accounts  Cards  Users  Products  Units of Measure  Vendors  Transactions  Reconciliation  Reports  Jobs  Files  Devices  Messages  Logs

TRAIN-THE-TRAINER TRAINING

The FIS Team will be prepared to perform train-the-trainer activities for State staff in the use of WIC EBT functionality. Train-the-trainer methodology will be used to train State

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Training Materials

staff on the WIC EBT System and its functionality for clinic operations and vendor WIC EBT operations and procedures. Training will include, but is not limited to:  System log on/log off  Use of all WIC EBT system screens  Card control/card audit procedures  Card issuance for primary cardholder and proxies  PIN selection  Card status  Activities required to be completed by the State in support of daily operations  Access to transaction data

The FIS Team will also provide training to the DOH application support staff in regard to security functions and the administrative system.

PARTICIPANTS

The FIS Team will produce professional, user-friendly printed participant training materials to support and promote the State’s WIC program. The training materials will be produced in a similar manner to the EBT training materials (please refer to Section 2.1.6.1, Cardholder Training for additional information).

We will work with the State to design participant training materials that will incorporate all the information you deem pertinent. We will use the participant training materials developed for Kentucky and West Virginia as a base.

At the State’s option, the FIS Team can also develop a training video that will be distributed in DVD format or viewed online in the Cardholder Portal web site. The video will provide the same content as the printed training materials.

Participant training materials will include, but are not limited to the following information:  Use of the WIC card at POS terminals  Card replacement and PIN selection/change  Where WIC is accepted  Customer services functions available at both the toll free number and web site  Account discrepancies, transaction adjustments and filing claims  Nondiscrimination statements for the State and USDA-FNS per 7 CFR §274

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Training Materials

 Any other optional services provided through this contract

The printed participant training materials will be produced at a fifth grade reading level. The following training material can be included with a mailed card (should the state elect to use this optional feature) and/or at the local clinics:  Participant Pamphlet - overview of the Florida WIC program, participant rights and responsibilities with respect to EBT, stand-beside POS procedures, and other important information  Card Carrier/Mailer - card activation instructions; benefit schedule, customer service toll-free telephone number, Cardholder Portal web address, and other important EBT information

In addition to the printed training materials, participants will have access to training material on the Cardholder Portal. All the information available online can be printed by the participant.

RETAILERS

The FIS Team will produce professional, user-friendly printed retailer training materials to support and promote the State’s WIC program. The training materials will be produced in a similar manner to the EBT training materials (please refer to Section 2.1.6.2, Retailer Training for additional information).

Retailers who receive stand-beside equipment will receive training on the equipment at the time of installation. We perform just-in-time training and it will be scheduled no more than two weeks prior to the go-live date for the rollout region of the retailer. The FIS Team will ship the POS terminal and associated training materials to the retailers. We will then call each store to verify the store received the equipment and that the terminal has been successfully installed. We will train store staff in the use of the equipment and reports.

Retailer training materials will include, but are not limited to the following:  When and how to use the 24/7 Retailer Customer Service toll-free number and IVR  How to install and operate the POS terminal (setup, use, care, and troubleshooting)  How to perform all retailer transactions, including clerk and supervisor transactions  How to interpret POS error messages  How to perform adjustment processing, reversals, and corrections  How to perform reconciliation and settlement, including unsettled funds notification and end-of-day close-out procedures

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Training Materials

 How to resolve disputes  How to report changes in ownership or bank account numbers  Tips on interacting with WIC participants, including: . Participants’ privacy in the use of their PIN . Safeguarding confidential participant information . Equal treatment of households receiving benefits . Fraud warning and information regarding the trafficking of cards

The following training materials will be provided to retailers to ensure their understanding and operation of the WIC System:  Quick Installation Guide - step-by-step instructions to install the POS terminal  POS User Manual - transaction instructions, including adjustments, reversals, and corrections, POS messages, and other important POS information  Supervisor and Clerk Quick Reference Guides (tip sheets) - quick instructions for supervisors and clerks to use the POS terminal

In addition to the printed training materials, retailers will have access to training material on the Retailer Portal. All the information available online can be printed by the retailer.

TECHNICAL AND FUNCTIONAL REQUIREMENTS

Conformance to standards has always been a key requirement in the development of WIC Direct. WIC Direct was developed through a close partnership between Kentucky WIC and the USDA, and the USDA-FNS had representatives that were involved in the design and review of WIC Direct deliverables. The USDA-FNS has always sought to ensure that their investment in WIC Direct would be applicable to other states.

WIC Direct conforms to all current regulations and requirements for a WIC EBT system. These regulations include:  USDA DHS Program EBT regulations – 7 CFR274  ANS X9.93 Parts 1 and 2  WIC EBT Technical Implementation Guide  WIC EBT Operating Rules  WIC Universal MIS-EBT Interface  Standards for Retailer Certification

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Card and PIN Issuance and Management

Card and PIN Issuance and Management

CARD PRODUCTION

FIS recognizes the State’s need to have the WIC EBT contractor be responsible for the design, production, distribution, and management of cards and the compliance with all ISO and ANSI specifications and standards related to financial transactions. Your cards will be manufactured with high quality plastic and a thickness of at least 30 ml. These cards are very durable and less prone to scratching which extends the useful life of the card.

Through innovation and excellence in service, FIS Card Services, located in Romeoville, Illinois, has the ability to meet all card production requirements of this ITN. FIS Card Services provides comprehensive card processing services for over 14,500 card programs in the United States, and processes over 790 million cards annually with 99.9% accuracy. 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 activation sticker application; customized carrier design and development; card-to-carrier attachment; envelope insertion; and, efficient and secure drop shipping or mailing services.

All FIS Card Services facilities, located in Romeoville, IL, St. Petersburg, FL, and San Antonio, TX, are Visa/MasterCard certified and, therefore, operate under stringent procedures designed 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 the issuance process. Our controls are documented and available to State staff upon request.

The State can be assured that the WIC EBT cards will be produced according to all the specifications prescribed in this ITN (please refer to Section 2.1.3, EBT Cards and PINs for additional information).

WIC EBT Card Design The FIS Team understands that we will be responsible for the State’s WIC EBT card design with input received from the State. FIS’ in-house graphic designers have an extensive background in EBT card design. Several states have lauded our designers for cards that incorporated the state’s identity in the design. The card design will not include any of FIS’ branding or logo detail. We acknowledge that the State is not requiring any security features incorporated into the card design.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Card and PIN Issuance and Management

The FIS Team will perform all the processes and functions necessary to design and produce the WIC EBT card. We will solicit your input in every stage of the card design process, including any mark, branding, or wording to identify the card as an WIC EBT card associated with Florida. We will provide PDF proofs for your review and approval prior to production. The cards produced will meet the specifications of this ITN, including ISO and ANSI standards as they relate to magnetic stripe cards used for financial transactions. Cards produced at our in-house card facility can be used for either over-the-counter or mail issuance.

The FIS Team will work with the State to develop a specific card design for Florida WIC EBT. The first question to answer when designing the card is whether or not to have the card reflect that it is for WIC. Initially our in-house graphic designers will provide draft designs of both for your review. Once you approve the main design, we will provide the State with an advanced draft card design. When this design has been reviewed and approved, a full-color, production proof for final, official approval will be provided for review and approval. After the State gives final approval, FIS will begin card production and will manufacture the cards to industry standards and specifications.

Card Obverse (Front) Florida’s WIC EBT card will be produced using the graphics and 4-color printing process approved by the State. The design and color choices for contract and readability will be selected by the State. The card will be customized with the PAN displayed on the obverse of the card. We can accommodate any of the production processes, but recommend the Ultra-Graphed Printing. This process is a durable and cost effective solution.

Card Reverse The reverse side of the Florida WIC EBT card will be printed in contrasting color(s) as selected by the State and will be produced using a high coercivity magnetic stripe and will contain other printed information as selected by the State. FIS will work with the State during the Card Design Phase to determine the desired information and placement on the card and will obtain the State’s final approval prior to production.

High Coercivity Magnetic Stripe The cards produced for this WIC EBT Project will meet the ISO and ANSI standards as they relate to magnetic stripe cards used for financial transactions. The magnetic stripe will be of high coercivity with a magnetic intensity of 2750 oersted.

Track 2 Format The FIS Team will create Card Order Extract files, which detail the card Track 2 values in accordance with ISO 7813. The maximum number of characters will not exceed 40 characters, including all control characters. We will use a nonexpiring expiration date of

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Card and PIN Issuance and Management

4912 encoded on Track 2. Track 2 will also contain the Service Code field encoded with the designated numeric value of 120. The Card Authentication Value (CAV) field of Track 2 will be encoded with a cryptographic value to validate the Track 2 data contents.

Card Distribution and Inventory Controls Since card production services will be managed at FIS’ own in-house production facility, distribution management and inventory control is a major function of the whole production process. For added security and control, FIS is able to ship to one (1) central point at a secure State facility for later distribution, to specific clinic locations, or, at the State’s discretion, FIS can ship directly to individual clinic locations. Shipment locations can be updated by the State as needed throughout the term of this contract.

FIS has a card production/shipping tracking system that manages the entire process and will integrate with the future WIC Direct card inventory management module. WIC Direct offers an optional card inventory management module that assists states with managing card inventories and reordering for clinics. Since WIC Direct has information on cards issued (or replaced) from a clinic, WIC Direct is able to track the number of cards that have been depleted from inventory at a clinic. In this manner, WIC Direct has a snapshot of the number of cards remaining in inventory at a clinic and can trigger an alert when the inventory drops to a configured threshold for the clinic, prompting an authorized user that a new order must be placed for the clinic. The WIC Direct card inventory management module includes features that handle special scenarios, such as bulk transfer (for the possible situation that one clinic may transfer cards to a clinic across town that neglected to place a timely order) and inventory adjustments to handle situations where a physical inventory audit yields different counts from those maintained in the system (which can happen if a user removes a card ―outside‖ of the system).

FIS will work with each shipment point to establish a threshold (reorder point) for stock cards by location. That threshold is entered into the WIC Direct card inventory management system and FIS tracks each specific identified location for card orders and usage. When the threshold for reorder is reached, FIS shall alert authorized users that a new bulk supply of cards needs to be ordered for that location. Based on pre-established individual location thresholds, each authorized location will submit to FIS a request for a supply of cards and designate the number of cards needed. FIS will then ship to that location blocks of sequentially numbered cards that are packaged as requested. The WIC Direct card inventory management system maintains a database and tracks individual card numbers by shipment that is shipped to each individual location. Each shipment is accompanied with paper and/or electronic tracking documents to assist in inventory counts, audits, and need for reorder.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Card and PIN Issuance and Management

Over-the-Counter Card Issuance WIC Direct supports the issuance of WIC EBT cards over the counter. To accomplish this, the clinic receives a supply of card stock. The stock will include numbers that are loaded into the WIC Direct database to ensure that only authorized card numbers can be used for shopping. When issuing the card, the clinic staff member will assign the card to the household using the Florida WIC MIS and provide it at the point of service in the clinic. There will be no personalization of the card; therefore the card will be ready to use once issued. The participant can shop immediately after the PIN is set. WIC Direct supports the Card Issuance transaction from the Florida WIC MIS for establishment of a new cardholder (either primary or proxy) and the association of a new card to the cardholder. The transaction is a real-time transaction sent from Florida WIC MIS using the Demographic Detail Record format. When WIC Direct receives this transaction, WIC Direct creates a record for the cardholder, links the cardholder to the account identified with the Unique ID (WIC Family ID), and associates the new card with the newly created cardholder.

Proxy Cards The FIS system supports multiple card issuances per household and can support up to two additional cardholders (proxies) per household. The proxy cardholders are linked to the primary cardholder’s account and both the primary cardholder and the proxy cardholder will have access to the WIC EBT benefits.

The FIS WIC EBT account structure provides the flexibility to link and selectively allow or block access to the primary cardholder’s account. This is accomplished through the ―Client Type‖ designator, which identifies to WIC Direct whether the cardholder is the primary or the proxy, and controls access to the benefits. The proxy cardholder and data, including the proxy’s PAN is linked to the primary cardholder’s case through the ―Client Type‖. As an example; once the State office identifies and adds a proxy name to the WIC EBT household in your system that information is sent to WIC Direct. That proxy name will then be added to the WIC Direct System and linked to the primary cardholder’s case. A card can then be issued to the proxy and the proxy will select a PIN either at the local clinic or through the IVR. The proxy now has access to the cardholder’s benefits.

The primary cardholder has complete control over the proxy card and can cancel the proxy card at any time using the IVR, Customer Service Representative, Cardholder Portal, or at the local clinic. The proxy can cancel the card or change the PIN as needed, but has no access to canceling or changing the PIN of the primary cardholder.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Card and PIN Issuance and Management

PERSONAL IDENTIFICATION NUMBER (PIN) SELECTION

In the clinic, users will be able to perform PIN selection using the WIC Direct Web User Interface (WDWUI) along with an attached PIN selection device. Cardholders may also change their PIN in the clinic using the WDWUI as well. Cardholders may also use the IVR or Cardholder Portal for PIN selection and PIN change.

FIS will supply a PIN select device (the XAC 8001) that will work with the WDWUI. The device will attach to a clinic workstation via USB. Interaction with the device will require the installation of an application supplied by the FIS Team that allows the WDWUI (which runs under a web browser) to interact with the device. Internet access is required to implement this solution. The device is compliant with all industry standards including PCI PTS 3.0. We maintain an inventory of devices and will ship replacement devices via overnight delivery within 24 hours of receiving a request.

The device works in conjunction with the WDWUI. There are no users specifically associated with a device. User access is handled through the WDWUI and is controlled by the roles based security inherent in the use of the WDWUI.

PINs are never written to the card. WIC Direct keeps an encrypted version of the PIN in its database. Furthermore, PINs are always required to be encrypted at the point of entry and are never transmitted in the clear.

CARD REPLACEMENT

WIC Direct supports the Card Replacement transaction for replacement of a card for an existing cardholder as an over the counter transaction in the clinic. The transaction is a real-time transaction sent from Florida WIC MIS as defined in the WIC MIS to WIC EBT specification. When WIC Direct receives this transaction, WIC Direct associates the new card with the cardholder. The PIN is associated with the cardholder and remains the same in the event of a card replacement.

As part of processing a card replacement, the system checks to see if the previous card for the cardholder has been deactivated. If the previous card has not been deactivated, the system automatically deactivates the previous card and notes that the card has been replaced.

A cardholder may also call Customer Service to report a lost, stolen, or damaged card. The Customer Service Representative (CSR) uses the WDWUI to deactivate cards online, in real-time. The CSR verifies the cardholder’s identifying data as provided by the State prior to changing the card status to lost, stolen, or damaged. At the time the card status is

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Card and PIN Issuance and Management

changed, it is deactivated and the benefit access via that card is immediately disabled. According to Florida WIC policy, FIS may, as an optional service, mail a replacement card directly to the client. The replacement card will have a new PAN. A PAN will never be reissued.

DE-ACTIVATE WIC EBT CARD

When FIS receives a report of a lost, stolen, returned, damaged, or disabled card through one of the various access channels, the card is immediately deactivated within the WIC Direct database. Any attempts at performing a transaction on a deactivated card are declined.

CARD SUSPENSION FOR INVALID PIN ATTEMPTS

On purchase and balance inquiry transactions, WIC Direct validates that the PIN is present and is correctly associated with the cardholder. It also tracks the number of consecutive invalid PIN attempts. On each valid PIN validation, WIC Direct resets the number of consecutive invalid PIN attempts to 0. If the number of consecutive invalid PIN attempts reaches a maximum configurable value, then the PIN is locked and any subsequent transaction attempts (whether or not a valid PIN is submitted) are denied until the lock is released. At 12:01am, the system automatically releases PIN locks.

WIC Direct records transactions with invalid PIN attempts in its transaction history database. All information normally associated with a transaction is recorded and includes the card number, date, time, and location as well as the numerous other fields routinely logged with any transaction.

WIC Direct also has the capability to unlock a PIN on demand through the following methods:  WIC Direct provides a method in its web-service interface to unlock a PIN. The effect of the method is to reset the number of invalid PIN attempts on a card to 0. This method may be invoked by Florida WIC MIS if desired.  WIC Direct provides the ability to unlock a PIN via the WIC Direct WUI. Access to this operation is controlled by the role-based security framework that underlies the WIC Direct WUI. Only users assigned to roles that have this capability enabled will be able to unlock PINs.  WIC Direct provides the ability to unlock a PIN via an IVR once the cardholder has properly authenticated themselves through the system and selects to unlock the PIN.

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Account Set-up and Benefit Authorization

CARD STATUS

WIC Direct maintains a record indicating whether or not a card is active. If the card is marked inactive, then there is a secondary field that indicates the reason that the card is marked inactive. The reasons that cards may be marked inactive are configurable in WIC Direct and may be set to whatever values are desired by the State, which may certainly include lost, stolen, damaged, and statused by primary.

Account Set-up and Benefit Authorization

ACCOUNT SET-UP

WIC Direct supports the Account Set-up transaction which is used to create a WIC EBT account for a client, establish the primary cardholder, and assign a card to the primary cardholder. This transaction is a real-time transaction sent from the Florida WIC MIS using the Demographic Detail Record. When WIC Direct receives this transaction, WIC Direct creates a new account record that is linked with the provided Unique ID (WIC Family ID). All records associated with an account such as the account balance in WIC Direct are linked to this record. WIC Direct also creates records for the primary cardholder and links the supplied card number to the cardholder and account.

BENEFIT AUTHORIZATION – CURRENT AND FUTURE; ONLINE AND BATCH

WIC Direct supports the Benefit Authorization – Current transaction for the immediate issuance of current month benefits. The transaction is a real-time transaction sent from the Florida WIC MIS using the Online Food Benefit Record Transaction layout. When WIC Direct receives this transaction, WIC Direct posts the current benefits to the account and the benefits are available for immediate use.

WIC Direct supports the Benefit Authorization – Future transaction for the issuance of future month benefits. The transaction may be an online real time transaction or it may be transmitted as a part of a batch file sent from the Florida WIC MIS using the record format defined in the WIC IS interface specification. When WIC Direct receives the future month Food Benefit transaction, WIC Direct posts the future benefits to the household account. Future benefits are not available for redemption until 12:01am of the Starting Date for the benefit has been reached.

WIC Direct stores this date range on all benefit records within the WIC Direct database. This date range is used to determine those benefits that are valid at the time that a retail transaction request is received. When a transaction request is received, WIC Direct only

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology Account Structure

retrieves those benefit records for which the current date and time fall within the date range on the benefit record.

WIC Direct writes benefit records to the database the moment that they are received. Since all processing drives off the date range included in the benefit record, any current benefit authorizations (i.e. benefits where the start date is the same as or before the current date and the end date is greater than or equal to the current date) are available immediately. Furthermore, WIC Direct is capable of receiving an arbitrary number of records with future benefit date ranges. The logic that WIC Direct uses for retrieving benefits for retail transactions (which is always based on the current date) prevents any future month benefits from being accessible for retail transaction processing.

BENEFIT VOIDS AND RE-ISSUANCES

WIC Direct supports void and re-issue transactions sent by the Florida WIC MIS. When WIC Direct receives a void or re-issue transaction, WIC Direct first looks up the benefits to be voided and, if found, removes the entire balance of benefits associated with the benefit number to be voided. If WIC Direct does not have benefits with a benefit number matching the benefit number in the request, then WIC Direct returns an error message to the Florida WIC MIS and records the details of the transaction including the error returned in transaction history. When the transaction is processed successfully, WIC Direct returns a success message to the Florida WIC MIS and records the details in transaction history. The process for re-issuing benefits is similar to the process used for crediting or issuing benefits.

Account Structure

The WIC EBT electronic benefit account (EBA) is maintained in a series of tables within the WIC Direct database. The WIC EBA is completely separate and apart from accounts associated with other EBT programs (e.g. SNAP or TANF). The EBA is assigned an internal account number (EBA ID) by WIC Direct that is linked with the family ID provided by the Florida WIC MIS during the creation of the account. The account number is the ―glue‖ that binds together all information related to the account. Other associated data objects include:  Cards – the card is just an instrument used to access the account (note that the card number is distinct from the EBA ID)  Cardholders – persons that are authorized to use the card linked with an account  Benefits – the quantities of food identified by category and subcategory that are issued to the account and available for redemption

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Florida EBT Proposal Presented to 8 WIC Services 4.2.9.1 WIC Processing Technology MIS Interface

 Transaction History – all activities with the account are tracked and easily identifiable as being associated with a particular account  Demographics – basic demographic information is stored and maintained for the account

MIS Interface

INTRODUCTION

WIC Direct provides a variety of methods for interfacing with WIC MIS systems. At its core, WIC Direct supports the Universal Interface and the various methods described in that standard. However, the FIS Team understands that not all MIS’ are yet fully compliant with the Universal Interface and may require support in the form of a customized interface that allows a particular MIS to exchange necessary information with WIC Direct. The FIS Team implements a variety of adapters that can facilitate the translation from a format that may be easily produced and consumed by your MIS to an internal format used by WIC Direct. Therefore, the particular interface method described herein is only one way that Florida WIC may choose to interface your MIS to WIC Direct. There are numerous methods used for interfacing a WIC MIS to a WIC EBT system that have been used in other projects such as Nevada, Michigan, Chickasaw Nation, Kentucky and others. WIC Direct supports integration with existing MIS’ used in other states that support WIC EBT. If the existing solutions do not fit the needs of Florida WIC, the FIS Team is committed to ensuring that a suitable interface will be developed that will allow the Florida WIC MIS to interface with WIC Direct.

WIC DAILY FILES

WIC Direct will provide various daily files that are based upon different views of transaction history and activity that have occurred during the previous 24 hours of processing. WIC Direct maintains a wealth of information that can be processed by the Florida WIC MIS to provide Florida WIC with additional insight and provide Florida WIC with information that will be used to assist Florida WIC in meeting various other requirements.

WIC Direct will create the following files:  Account Activity File –contains the top level information (i.e. information on specific items at the UPC or PLU is not included) on each retail transaction that occurred during the prior period  Benefit Grant Redemption File –contains detailed information on retail transactions at the specific item level and tied back to the unique benefit issuance number

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 Vendor Activity File –contains summary information by vendor and settlement for transactions in prior period  Adjustment Activity File –contains detailed information on each adjustment transaction that occurred during the prior period  Card Status Change File –contains information card status updates and replacements

INTERFACE FOR CURRENT BENEFIT BALANCE

The WDAPI contains web-services compliant with the Universal Interface that will allow the Florida WIC MIS users to have seamless access to data stored in WIC Direct. Note that signon and signoff are outside the scope of the current Universal Interface standard. The WDAPI supports a few different methods for ensuring that only authorized systems are able to access the services of the WDAPI. The simplest method just requires that the MIS submit a System ID and System Password (encrypted) with every method call. This eliminates the need for distinct signon and signoff methods. However, the FIS Team will work with Florida WIC on developing an appropriate solution that may be supported by the Florida WIC MIS.

The WDAPI supports the following methods from the Universal Interface that will allow the Florida WIC MIS to retrieve up-to-date information on accounts in WIC Direct:  Get EBT Details – this method takes a WIC MIS account ID (WIC Family ID) and returns the current demographic information on the account in WIC Direct.  Get Cardholders/Cards – this method takes various search criteria and returns a set of cardholders and the associated cards that match the search criteria. In particular, this method may take a specific WIC MIS account ID as a parameter and return those cards associated with the particular account.  Get Benefit Balance – this method takes a card number of WIC MIS account ID along other optional filter criteria and returns those benefits for the account matching any optional criteria submitted in the request. By default, the operation returns all benefits (including future benefits) current in the WIC Direct database. However, the operation may only return the current balance if the current date is specified in the criteria.

WIC VENDOR MANAGEMENT DATA EXCHANGE REQUIREMENTS

WIC Direct will work with Florida WIC to establish a mechanism for exchanging files. In particular, WIC Direct will receive an Authorized Vendor Update File from the Florida WIC MIS that contains information on newly authorized WIC vendors as well as information on updates to existing WIC vendor information including possible deactivations as well as possible reactivations. When WIC Direct receives a new WIC

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vendor authorization, a new record on the vendor is written to the WIC Direct database and a notification is sent to the FIS Team’s WIC vendor manager indicating there is a new WIC vendor and the WIC vendor manager begins the on-board process.

The on-board process involves contacting the vendor within 10 days to assess the WIC vendor’s capability for supporting WIC EBT. Oftentimes a vendor may not know if their electronic cash register (ECR) system is capable of supporting WIC EBT. The FIS Team is very familiar with the systems in the marketplace and understands which systems have WIC EBT support. We will work with the vendor and their ECR provider to determine if they have a certified system that already supports integrated WIC EBT. If so, we will determine whether they will be connecting directly to WIC Direct or using the services of a TPP. Furthermore, we will determine what, if any, additional testing and certification may be necessary before bringing the vendor live with WIC EBT. If the vendor is connecting directly to WIC Direct, we will work with the vendor to obtain a signed WIC EBT processing agreement.

If it is determined that the vendor does not have a system that is capable of supporting integrated WIC EBT, then the FIS Team will provide a stand-beside solution that is capable of supporting WIC EBT. If the vendor is also a SNAP provider and is using a stand-beside device for SNAP, the vendor will be provided with a device that does both. In either case, the FIS Team will work with the vendor to obtain an agreement governing the use of the FIS provided equipment as well as a processing agreement.

The FIS Team maintains a checklist of required steps involved in the on-board processing and keeps notes describing the status at each step. The FIS Team will share this information with Florida WIC on a regular basis. The FIS Team will also maintain estimates for when a vendor will go live and share this information as well.

WIC Direct processes the Authorized Vendor Update File according to a schedule agreed upon with the state. Any vendor deactivations are effective immediately upon successful completion of processing of the file. The FIS Team accepts liability for any transactions processed from a vendor where a deactivation record was included in the last file sent to FIS.

POST BENEFIT CREDITS

WIC Direct supports benefit credit transactions through both batch and online interfaces. All credit requests must include that date range for which the benefits are valid. WIC Direct stores this date range on all benefit records within the WIC Direct database. This date range is used to determine those benefits that are valid at the time that a retail transaction request is received. When a transaction request is received, WIC Direct

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retrieves only those benefit records for which the current date and time fall within the date range on the benefit record.

WIC Direct writes benefit records to the database the moment that they are received. Since all processing drives off the date range included in the benefit record, any current benefit authorizations (i.e. benefits where the start date is the same as or before the current date) are available immediately. Furthermore, WIC Direct is capable of receiving an arbitrary number of records with future benefit date ranges. Again, the logic that WIC Direct uses for retrieving benefits for retail transactions (which is always based on the current date) prevents any future month benefits from being accessible for retail transaction processing.

WIC Direct maintains detailed transaction history information on all transactions received, and the benefit credit transactions are no exception.

POST BENEFIT DEBITS

WIC Direct supports void and debit transactions sent by the Florida WIC MIS. When WIC Direct receives a debit transaction, WIC Direct first looks up the benefits to be debited and, if found, validates that the amount requested for debit does not exceed the amount available. If the correct benefits are not found or if the amount requested exceeds the amount available, then WIC Direct returns an error message to the Florida WIC MIS and records the details of the transaction, including the error returned in transaction history. If the request for a void of benefits is based on benefit number, then WIC Direct retrieves the benefits based on the benefit number and removes the entire balance of benefits. If WIC Direct does not have benefits with a benefit number matching the benefit number in the request, then WIC Direct returns an error message to the Florida WIC MIS and records the details of the transaction including the error returned in transaction history. When the transaction is processed successfully, WIC Direct returns a success message to the Florida WIC MIS and records the details in transaction history.

WIC Direct has a batch process that debits expired benefits. This batch process has configuration parameters that control when the job runs and a grace period that determines a number of days between the time that benefits expire and the time that the final amount of benefits are debited. For Florida, the value of this grace period will be set to 0 days and the job will be set to run at midnight so that any remaining benefits will be deducted at midnight on the day following the ending date of the benefits. WIC Direct logs transaction history records as it debits expired benefits.

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ACCOUNT SET-UP

WIC Direct supports the Account Set-up transaction which is used to create a WIC EBT account for a client, establish the primary cardholder, and assign a card to the primary cardholder. This transaction is a real-time transaction sent from the Florida WIC MIS using the Demographic Detail Record format. When WIC Direct receives this transaction, WIC Direct creates a new account record that is linked with the provided Unique ID (WIC Family ID). All records associated with an account such as the account balance in WIC Direct are linked to this record. WIC Direct also creates records for the primary cardholder and links the supplied card number to the cardholder and account.

UPDATE ACCOUNT INFORMATION

WIC Direct supports the Update Account Information transaction which is used to update an existing WIC EBT account. The transaction is a real-time transaction sent from the Florida WIC MIS using the Demographic Detail Record format. Since the format is the same as that of the Account Set-up transaction, WIC Direct infers whether or not the transaction is an update based upon whether or the not the record already exists for the Unique ID (WIC Family ID). If the Unique ID already exists, then this transaction is treated as an update and existing data in WIC Direct is overlaid with the data provided in this transaction.

CARD ISSUANCE

WIC Direct supports the Card Issuance transaction for establishment of a new cardholder (either primary or proxy) and the association of a new card to the cardholder. The transaction is a real-time transaction sent from the Florida WIC MIS using the Demographic Detail Record format. When WIC Direct receives this transaction, WIC Direct creates a record for the cardholder, links the cardholder to the account identified with the Unique ID (WIC Family ID), and associates the new card with the newly created cardholder.

CARD REPLACEMENT

WIC Direct supports the Card Replacement transaction for replacement of a card for an existing cardholder. The transaction is a real-time transaction sent from the Florida WIC MIS using the On-line Food Benefit Demographic Detail Record format. When WIC Direct receives this transaction, WIC Direct associates the new card with the cardholder.

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CLIENT/CARDHOLDER PIN SELECTION AND CHANGES

WIC Direct supports the Client/Cardholder PIN Selection and Changes transaction to establish a new PIN for the cardholder or for the change of the cardholder’s PIN to a new value. This real-time transaction may be initiated from a variety of access channels including a PIN Select Device supplied by FIS for use in the clinic, through the IVR, or through the Client Portal. In all cases, appropriate security measures are used to validate the identity of the client and prevent unauthorized access. When WIC Direct receives these transactions, WIC Direct associates a new PIN record (which is stored in an encrypted format) with the cardholder.

UPC/PLU/MAXIMUM PRICE DATABASE ADDITIONS, UPDATES, DELETIONS

WIC Direct supports transactions for the maintenance of the UPC/PLU/Maximum Price data stored in the WIC Direct database. These transactions are processed from the UPC Maximum Price Update File received from the Florida WIC MIS. When WIC Direct receives this file, WIC Direct performs the appropriate updates to the WIC Direct database.

CATEGORY/SUBCATEGORY ADDITIONS, UPDATES, DELETIONS

WIC Direct supports transactions for the maintenance of the Category/Subcategory data stored in the WIC Direct database. These transactions are processed from the Category/Subcategory Update File received from the Florida WIC MIS. When WIC Direct receives this file, WIC Direct performs the appropriate updates to the WIC Direct database.

UPC Maintenance

WIC Direct will receive a WIC UPC Maximum Price file from the Florida WIC MIS on a regular basis. This file contains the details on items identified by UPC or PLU that are authorized by Florida WIC as being eligible for purchase by WIC participants that have the appropriate balance in their account. WIC Direct will load this file immediately upon receipt.

WIC Direct will also load the peer group NTE prices received in the WIC UPC Maximum Price File into the WIC Direct database for use in determining the reimbursement amount for an amount during a WIC redemption. WIC Direct has no limit on the number of peer group NTE records that may be loaded into the WIC Direct database.

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Similarly, WIC Direct will receive category and subcategory information in a WIC Food Category/Subcategory File from the Florida WIC MIS on a regular basis. This file contains information on each category and subcategory used by Florida WIC. It contains the descriptions of the subcategory that included in the authorized product list (APL) downloaded to retailers. In turn, retailers use this information when printing benefit balances on receipts.

WIC Direct also provides some pages in the WDWUI that allow Florida WIC administrative staff the ability to view current product and category/subcategory information loaded in WIC Direct. WIC Direct also provides pages in the WDWUI that allow for viewing of current historical NTE information on items.

Transaction Processing

INTRODUCTION

The FIS Team uses the online WIC EBT system, known as WIC Direct, developed for the Commonwealth of Kentucky using grant funding from the USDA-FNS as the foundation for the FIS WIC EBT system. The system is an online system whereby all information is maintained on a central database within WIC Direct. Access to information is available 24/7 and WIC Direct is always open for transaction processing from authorized WIC vendors and for transactions initiated by WIC authorized cardholders. From the client perspective, only a card number and PIN are required. Clients do not have to present other forms of identification or a shopping list to have a transaction processed on their behalf.

WIC Direct maintains a detailed transaction history on all WIC transactions that involve updates to a WIC account. The detailed transaction history provides the foundation for much of the back-office processing performed by WIC Direct. WIC Direct provides services for account reconciliation, system activity, and performance reporting. WIC Direct will also generate a daily redemption file from transaction history that includes specific information regarding the UPC/PLU, the requested price, and settled price of each item in a transaction. The transaction record includes fields that track the type of transaction and WIC vendor. Therefore, WIC Direct is able to report the total number of transactions by type and WIC Vendor.

All transactions for Florida WIC will flow through the FIS Gateway and will be sent to WIC Direct for authorization. This includes the routing of transactions through a commercial switch or through a direct connection to FIS. The settlement flow for WIC transactions will be similar to the flow used for other programs. The FIS Team will

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produce documentation at the request of a WIC vendor that explains how the daily EBT cutoff is accomplished to provide ―next banking day‖ settlement for all EBT accounts.

TRANSACTION SETS

WIC Direct supports the following retail transactions:  Balance inquiry  Pre-purchase balance inquiry  WIC Purchase (with no partial approval)  Manual key-entered transaction  Void  Reversal  Store-and-Forward WIC Purchase

Balance Inquiry

WIC Direct supports the Balance Inquiry transaction which is used to return current balance information to a requesting vendor POS system for printing on a receipt for the client. This transaction is a real-time transaction that is initiated by a client on a POS device and is sent using the X9.93 Balance Inquiry transaction format. When WIC Direct receives this transaction, WIC Direct retrieves and returns the current balance associated with the account that is linked to the cardholder of the card submitted in the transaction request.

Pre-purchase Balance Inquiry

WIC Direct supports the Balance Inquiry for Purchase transaction which is used to return current balance information to a requesting vendor POS system. This transaction is a real-time POS system generated transaction sent from a vendor POS using the X9.93 Balance Inquiry transaction format. When WIC Direct receives this transaction, WIC Direct retrieves and returns the current balance associated with the account that is linked to the cardholder of the card submitted in the transaction request.

WIC Purchase

WIC Direct supports the WIC Purchase Completion transaction which is used to submit the items to WIC Direct for final validation whereby the account is debited and the settlement is computed upon successful verification of the items presented. This transaction is a real-time POS system generated transaction sent from a vendor POS

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using the X9.93 Purchase transaction format. When WIC Direct receives this transaction, WIC Direct validates the items submitted and ensures that there is sufficient balance in the account linked to the cardholder of the card submitted in the transaction. If all edits pass, WIC Direct debits the account and calculates the reimbursement of the transaction and returns a response to the requesting POS. As a part of calculating the reimbursement, WIC Direct will validate the requested price against the State provide maximum price for stores in the same peer group. A price adjustment will be made if the maximum price is exceeded. This will be reported in the transaction returned to the store and reflected in the settlement of the transaction.

Manual Key-Entered Transaction

The WIC Direct System will accept and process WIC transactions for manual card entry (key-entry of the PAN) into the POS device. These manual transactions may be entered in situations where the card presented by the client is damaged or the POS is unable to accurately read the magnetic stripe. Manual card entry transactions go through the same verification process as swipe transactions, and a valid PIN is required for approval. If a valid PIN does not accompany the transaction, or if the PINpad is defective, the transaction will be denied. A manually entered PAN is noted in the transaction audit trail and can be used as a search criteria for detection of possible system abuse.

Void

The WIC Direct System supports voiding a previous redemption. This type of transaction is useful if a clerk performed an erroneous transaction or if a client decides not to complete the transaction.

The information transmitted by the retailer includes the previous transaction trace number, the exact transaction amount, and other identifying information from the original transaction. The EBT host system accurately processes the voided transaction by matching the unique trace number, the exact transaction amount, and other identifying information from the original transaction. When the voided transaction is processed, the cardholder’s account is immediately credited to reflect the proper balance.

Reversal

WIC Direct supports the Reversal transaction which is used to undo the results of a previously completed purchase transaction. This transaction is a real-time transaction that may be initiated from a variety of sources in the transaction network. When WIC Direct receives this transaction, WIC Direct searches for a matching completed purchase transaction and, if found, restores the benefit deducted back to the account and adjusts the

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retail settlement amount by recouping the funds that were settled (or to be settled) from the original purchase.

Store-and-Forward WIC Purchase

In accordance with FNS regulations, FIS will accept store-and-forward WIC transactions from third-party retailers capable of this function, one time within 24 hours of when the system becomes available. The store-and-forward transaction must be presented in the proper format and it must include the encrypted PIN as part of the transaction. The retailer assumes all liability for store-and-forward transactions that are denied for reasons such as insufficient funds, bad card status, or invalid PIN. The Vendor Agreement will govern any allocation of liability between the acquirer and the vendor.

GENERAL RULES

WIC Direct enforces that all submitted transactions strictly conform to the X9.93 format. This includes ensuring that all required data elements (as specified by X9.93 and the TIG) are present. Further, WIC Direct ensures that all fields are properly formatted. It rejects any message with an error code of 307 (Format Error) that is not properly formatted.

Below is a sampling of edits that may be performed on all transactions originating from a vendor:  Validation that the transaction is a valid WIC transaction (i.e. is formatted correctly and includes the correct X9.93 Processing Code field)  Validation that the Vendor ID (aka the WIC Merchant ID in X9.93) is present and associated with an active retailer  Validation that the PAN is present and active  Validation that the transaction is identified with a valid settlement institution (this may either be the retailer itself in the case of a ―direct-connect‖ transaction, a third party processor, or a gateway)

WIC Direct responds to all request messages. If the type of the message can be determined, WIC Direct will always respond with a matching X9.93 response message and action code indicating whether or not the transaction is approved. An action code of 0 indicates an approval and all other action codes indicate a denial and the value of the action code indicates the reason for denial (for example, a 116 indicates that there was insufficient funds to purchase all items in the purchase request). The possible values for action codes are strictly defined by X9.93 and the TIG. WIC Direct does not employ the use of any non-standard or proprietary action codes.

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REDEMPTION PROCESSING

WIC Direct includes support for the two fundamental transactions involved in processing WIC redemptions:

 WIC pre-purchase balance inquiry – used to obtain the cardholder’s account balance which is used by the POS for the pre-screening of items to be submitted for WIC redemption

 WIC purchase request – used to submit the screened items to WIC Direct for final validation whereby the card is debited and the settlement is computed upon successful verification of the items presented

On purchase and balance inquiry transactions, WIC Direct validates that the PIN is present and is correctly associated with the cardholder. It also tracks the number of consecutive invalid PIN attempts. On each valid PIN validation, WIC Direct resets the number of consecutive invalid PIN attempts to 0. If the number of consecutive invalid PIN attempts reach a maximum value (which is configurable), then the PIN is locked and any subsequent transaction attempts (whether or not a valid PIN is submitted) are denied until the lock is released. The system automatically releases PIN locks at midnight and has the capability to unlock a PIN on demand.

For purchase transactions, WIC Direct requires a valid UPC or PLU for each item submitted for purchase. For each item submitted, WIC Direct performs the following steps in ensuring that the item is eligible for redemption against the cardholder account: 1. Look up the item (based on the UPC or PLU) in a database of approved items from Florida WIC (i.e. ensure that the item was loaded from the WIC UPC Maximum Price File). 2. Ensure that the merchant’s local time for the purchase is between activation and expiration dates associated with the item. 3. Check that there is a sufficient balance in the cardholder’s account to purchase the item. To do this, WIC Direct retrieves the cardholder balance that is valid based on the local date and time of the merchant by selecting those benefits for which the begin date is less than or equal to the local date and the end date is greater than or equal to the local date. 4. Matches the item to the card balance in one of the following ways:

If the item is not eligible for redemption against the broadband subcategory within the category associated with the item, then the number of benefit units available is

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simply the number of benefit units in the account for the category and subcategory associated with the item.

If the item is eligible for redemption against the broadband subcategory within the category, then the number of benefit units available is the sum of the number of benefit units in the account for the category and subcategory associated with the item and the number of benefit units in the account for the category and broadband subcategory.

If the item is eligible for redemption against the broadband subcategory within the category and there are benefits available in both the specific subcategory and broadband subcategory in the account, then WIC Direct shall deduct benefits from the specific subcategory before deducting benefits from the broadband subcategory. 5. If all validations pass, then the account balance will be debited immediately upon successful processing of the transaction. 6. Furthermore, if all validations pass, then WIC Direct determines the reimbursement amount for the item based upon the lower of the submitted shelf price for the item or the not to exceed (NTE) price set by the WIC Authority for the item for the peer group of the vendor submitting the transaction.

If any validation step within the transaction process fails, then no updates to the account are made aside from the invalid PIN count, if applicable. Note that the above steps include validation that there is a sufficient balance in the account to purchase the quantity of items requested. It is not possible to overdraw an account and the FIS Team will accept liability for any account that is determined to be overdrawn.

WIC Direct records a detailed set of information on each transaction. This includes recording information on the items shelf prices submitted and the paid prices for each item (which may be lower as the result of an NTE adjustment).

TRANSACTION ROUTING

All transactions to WIC Direct shall route through the FIS Gateway. In many regards, the WIC pathway in and out of the FIS Gateway is considered to be an extension of WIC Direct and in much of the subsequent discussion we make no distinction in those situations where a party may be connecting directly to WIC Direct. In other words, a connection to the FIS Gateway for WIC is a connection to WIC Direct.

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X9.93 is used between external parties and the FIS Gateway for WIC transactions as well as between the FIS Gateway and the WIC Direct host. There are several fields in the X9.93 messages that are used to validate the source of a transaction. The following is a list of fields that must pass validation in order for a transaction to be approved:  Acquiring institution identification code – a code identifying the acquirer  Forwarding institution identification code – a code identifying the institution forwarding the request or advice message in an interchange system  WIC merchant ID – an identifier assigned by a government agency to identify the merchant

Stand-beside POS The FIS stand-beside POS connects to the WIC Direct System using one of two methods:  SSL over the Internet  Dial-up

Integrated Retailers Integrated retailers may connect to the WIC Direct System using one of a variety of methods:  Direct-connect (―free path‖) Options - The ―free path‖ options do not result in per transaction fees. The retailer is responsible for the costs associated with Internet connectivity: . POS System Directly Connected to WIC Direct via SSL or VPN over the Internet . POS System connected to the retailer’s corporate switch which forwards transactions to WIC Direct via SSL or VPN over the Internet  Private Third-Party Connection Options: . POS System connected to the retailer’s corporate switch which forwards transactions to WIC Direct using a dedicated, leased line paid for by the retailer . POS System connected to the retailer’s corporate switch which forwards transactions to WIC Direct via a commercial Third Party Processor using a dedicated, leased line paid for by the retailer  Commercial Third-Party Connection Options: . POS System connected to a commercial Third Party Processor which forwards transactions to WIC Direct using a dedicated, leased line . POS System connected to the retailer’s corporate switch which forwards transactions to a commercial Third Party Processor which, in turn, forwards to WIC Direct via a commercial Third Party Processor

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ADDITIONAL REQUIREMENTS

PIN Verification When the client enters the PIN, it is 3DES-encrypted and transmitted to WIC Direct as an encrypted PIN block. If the PIN is determined to be valid, the transaction is accepted and continues through the normal process. If the PIN is invalid, an error message is generated and relayed to the processing system. If the PIN is incorrect, the system’s card database is updated to reflect the incorrect PIN attempt and an error message is returned to the POS terminal.

The WIC Direct System also validates that the client has not exceeded the maximum consecutive invalid PIN attempts. The system allows the Department to set the number of unsuccessful PIN attempts before the card is suspended.

Unique Identifier Verification WIC Direct assigns each transaction a unique trace identification number to aid in processing void and reversal transactions. WIC Direct also verifies each unique terminal for stand-beside POS initiated transactions. WIC Direct validates the vendor ID as part of our transaction authorization process.

Transaction History WIC Direct maintains a detailed transaction history of all WIC transactions that involve updates to a WIC account. All WIC transaction history is available online for up to three years and 150 days. Performance integrity is maintained through a partitioning strategy that arranges transaction data by date so that older data is maintained on partitions distinct from recent data. In this way, queries against recent data result in very quick responses.

WIC Direct maintains the following information on redemption transactions:  Family name  PAN (card number)  Unique WIC family ID number  Card status  Program status  Program benefit identifier  WIC local agency/clinic ID  Transaction date and time  Transaction type  Requested transaction amount

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 Approved transaction amount  Card swiped or manually entered  Transaction request approved or denied  POS and acquirer identifier  Food category/sub-category  UPC number  Food description  Exchange value  Item requested price  Item settled price  Quantity purchased  Benefit issuance number decremented  Quantity redeemed  Remaining quantity of that category/sub-category  Unit of measure  Store/manufacturer cents-off coupons redeemed  Raw incoming message  Raw outgoing message  Transaction response time  Settlement date  Local transaction date and time  WIC merchant ID  Acquiring institution ID  Forwarding institution ID  Card acceptor terminal ID  Card acceptor terminal location ID  Date and time transmission  Systems trace audit number  Retrieval reference number  Point of service data code

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WIC Administrative Functionality

The WDWUI component of WIC Direct is a web-based application that provides a considerable amount of administrative functionality and is capable of running in a web browser. From the early planning and development stages of the WIC Direct System, the system was designed to meet the needs of all stakeholders: state and clinic-level administrative staff, WIC clients, vendors and FNS. Throughout the development process, stakeholders were included in monthly or bi-monthly demonstrations of the system, and their input was sought regarding the functionality, services, and ease of use of the system—each and every step of the way. The WIC Direct System developed for the Commonwealth of Kentucky and the State of West Virginia will be the foundation for the WIC EBT System requested by Florida. Many of the administrative processes provided by the WIC Direct System are described in the following sections.

Note that the WDWUI includes much more functionality than what is described below. What we describe here includes the more common features that a state may want to utilize. Based upon the configured user roles, users may be able to access additional features if desired by the State.

USERS AND SECURITY

The WDWUI utilizes a flexible role-based security system whereby roles are defined based on the type of access needed by various users. Specific roles will be defined for various State and federal personnel so that such users will be able to access the system and have access to specific features required by such personnel.

The WIC Direct System uses a custom security implementation that is based on industry standard concepts for role-based security, whereby a user’s access is determined by roles (or groups) to which the user is assigned. A role defines the elements and actions to which a user has access, based on their job duties. Roles are completely customizable to the field level (i.e. a field may or may not be visible to a user based on the assigned role).

Once a user’s role is assigned, the user’s access is set up in WIC Direct through the web UI in the ―Users‖ function. Figure 8-2 displays the Add User screen with the User Information panel at the top of the screen and the Access Information panel at the bottom of the screen. In the Access Information panel, note the ―Groups‖ scroll bar which is used to assign the groups (or roles) to which a user belongs. In the following example, the user is assigned to the ―Administrator‖ group merely by clicking the arrow key between the Available Groups and Assigned Groups.

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Figure 8-2 Add User Screen

CHANGE PASSWORDS

Passwords can be changed in the WIC Direct System via the WDWUI. A user simply needs to click the Change Password button (Figure 8-3).

Figure 8-3 Change Password Button

The Change Password panel is then displayed (Figure 8-4). The user must enter their old password, enter their new password, and then confirm the new password. The password must meet the requirements determined by the WIC Authority or system administrator.

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Figure 8-4 Change Password Panel

DEACTIVATE, ISSUE AND REPLACE CARDS

WIC Direct provides a method in the WDWUI to deactivate, issue, or replace cardholder, proxy, test, training and compliance and educational buy cards. A reason code is required to deactivate a card. The possible reason codes are configurable and can be defined by the State. Once a card is deactivated, there is no way to reactivate it.

WIC Direct also provides a method in the WDWUI for adding additional cardholders to an account. The number of possible active cardholders is controlled by a system setting that is set by the WIC Authority. The capability exists in WIC Direct to allow additional cardholders to be associated with an account.

WIC Direct also provides the ability to replace a card via the WIC Direct WUI. To replace a card, the household account information for the cardholder must first be located via Account Search on household number, card number, name, address, etc. When the search results are returned, the user clicks the link for the account and is directed to the Account Details screen. This screen includes information on all cards and cardholders associated with the account. The user then selects the action to replace the card for the current cardholder. The Replace Card screen is returned where the user completes the action of replacing the card. They may either manually key the new card number or swipe the new card.

Figure 8-5 displays the Account Details screen from which a card may be Deactivated, Replaced, or a Cardholder may be updated.

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Figure 8-5 Account Details Screen

PIN SELECTION, CHANGE AND UNLOCK

WIC Direct provides various methods for PIN selection. The PIN is submitted via a method used to setup the cardholder and card. WIC Direct also provides a distinct method for submitting PINs separate from the cardholder setup transaction.

WIC Direct also provides the ability to change a PIN via the WIC Direct WUI. To change a PIN, the household account information for the cardholder must first be located via Account Search on the household number, card number, name, address, etc. When the search results are returned, the user clicks the link for the account and is directed to the Account Details page. This page includes information on all cards and cardholders that have been associated with the account. The user then selects the action to change the PIN for the current cardholder. They are taken to the Change PIN screen where they may complete the action of changing the PIN. A secure PINpad is required to complete this operation so that security of the PIN is maintained. The PINpad will be provided by the FIS Team.

WIC Direct also provides a method in the WDWUI to unlock a PIN. The effect of the method is to reset the number of invalid PIN attempts on a card to ―0‖. Access to this operation is controlled by the role-based security framework that underlies the WIC Direct WUI. Only users assigned to roles that have this capability enabled will be able to unlock PINs. WIC Direct also supports the ability to automatically unlock PINs at midnight.

The Add Card/Cardholder screen in WIC Direct is the screen where a PIN number is entered by a WIC client. This occurs during the card issuance process. Figure 8-6 displays an example of the Add Card/Cardholder and Change PIN screens.

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Figure 8-6 Add Card/Cardholder and Change PIN Screens

ADJUST PAYMENTS TO WIC VENDORS VIA ACH

The WIC Direct WUI provides the ability to adjust payments to vendors. The following is some of the information captured on this type of transaction:  Trace number of original transaction (if the adjustment is being made in relation to a previously approved transaction)  Comments field  Amount  Vendor banking information (if the vendor does not directly connect to WIC Direct for normal transaction processing and settlement)  Vendor ID  Adjustment reason code (in addition to the Comments field which is a free-form field, it may be useful to have a numeric reason code for categorizing adjustments)

WIC Direct will process the adjustment transactions, along with all regular retail transactions, during the daily ACH creation process. Instead of attempting to aggregate the adjustment transaction with other transactions in a single payment to the store (which would only be possible for direct-connect vendors), WIC Direct will create a separate ACH entry, by store, for each adjustment.

APL, CATEGORIES AND SUBCATEGORIES

The FIS Team recognizes that the APL is a cornerstone of a WIC EBT system. The WIC Direct System will receive UPC data from the Florida WIC MIS. The WIC Direct WUI

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provides the ability to view the APL (Figure 8-7). Note the Active and Deactivate Date columns for each UPC/PLU.

Figure 8-7 Product Screen with APL

WIC Direct WUI provides the ability to receive a list of categories/subcategories from the Florida WIC MIS. The file contains all UPCs/PLUs, as well as categories/subcategories.

The WDWUI provides the ability to view Categories as displayed in Figure 8-8.

Figure 8-8 Product Screen with Categories List

The WIC Direct WUI provides the ability to view Subcategories as displayed in Figure 8- 9.

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Figure 8-9 Product Screen with Subcategories List

Figure 8-10 displays the Subcategories screen in WIC Direct.

Figure 8-10 Subcategories Screen

WIC Direct provides users with a view of UPCs/PLUs that are stored in WIC Direct. The list can be searched and filtered by UPC/PLU, item description, category, and subcategory. The list may also be sorted on a number of fields, including UPC/PLU, item description, category, subcategory, active date, and deactivation date. Figure 8-11 displays the Products screen with the UPC/PLU list.

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Figure 8-11 Product Screen with UPC/PLU List

NTES

WIC Direct has a table in the database that stores an NTE for a particular UPC and peer group combination. WIC Direct is capable of storing a user specified number of peer groups. The FIS Team will work with the State to obtain the list of peer groups and shall ensure that the peer groups are properly loaded into the WIC Direct database. WIC Direct will receive NTE prices from the Florida WIC MIS. New NTE prices are effective the moment that they are loaded into the system. WIC Direct maintains a full history of NTE prices along with the date that the new NTE price was added. The WIC Direct System provides the ability to view the history of NTE prices for the previous 365 days.

Figure 8-12 displays the Product Details screen in WIC Direct which includes Peer Groups, NTE Prices, an Override feature, and a NTE History for the previous 365 days.

Figure 8-12 Product Details Screen

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REPORTS

WIC Direct provides a number of reports that will assist the State with system monitoring activities and financial and benefit reconciliation. Please refer to Reporting below for additional information.

EBT HOUSEHOLD ACCOUNT INFORMATION

The WIC Direct System provides the functionality to allow users to view EBT household account information.

Household Search WIC Direct provides a method in the WDWUI to search for a specific account record based on a variety of possible criteria. The possible criteria used to locate a household record are as follows:

 Household number (State ID)

 Household address

 Cardholder name

 EBT card number (PAN)

WIC Direct also provides the ability to search for specific households via the WIC Direct WUI. The default screen (Figure 8-13) under the Accounts section of the WIC Direct WUI shows a list of all active households and can be filtered. In addition to the household number and household address, the list of accounts also shows the cardholders and cards associated to the account. The list of households may be sorted by the household number. From the list of accounts, the user may select a specific account to be taken to a screen that shows the details on the account as described below.

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Figure 8-13 Default Screen under the Accounts Section of the WIC Direct WUI

As previously noted, one can use the WIC Direct WUI to locate a specific household and navigate to a screen that contains detailed information on the household. Figure 8-14 shows an example of the Account Details screen.

Figure 8-14 Account Details Screen

The Account Details screen has three sections:  Account Demographics–shows the household number and household address  Cardholders –shows a complete list of cards and cardholders associated with the account  Benefits–is further subdivided into sections that show the current balance according to the benefit period. At the top, this section shows the current balance available. The subsequent sections show future month benefits.

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This page includes a link that takes the user to a page showing the transaction history of the account. The history on the account includes information on any credits, debits (including retail redemptions), card changes (issuance, replacement, and card status changes), PIN unlocks, and PIN changes.

Cardholders The card history can be viewed from the Cardholders panel on the Account Details screen. Note the Actions drop-down menu, where selections include Change PIN, Deactivate Card, Replace Card, and Update Cardholder. Additional information available on this panel includes Card Number, Card Status, Cardholder Status, Cardholder Type, Cardholder Name, and Cardholder Birth Date (Figure 8-15).

Figure 8-15 Account Details Screen with Cardholders Panel

View Benefits WIC Direct will receive, store, and manage all food benefits issued to clients in a WIC household. The WIC Direct System will provide the ability to display current benefit balances and future (pending) benefit issuances.

Figure 8-16 displays the Account Details screen, with the current benefits and future benefits panels on the bottom of the screen (note that the dates are in the future in this example).

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Figure 8-16 Account Details Screen with Current and Future Benefits

SEARCH FOR A CARD

The Cards function in WIC Direct (Figure 8-17) allows users to search for cards or groups of cards by card number. Filters include Yes/No drop-down menus for: Has EBA, Has Cardholder, and Has Benefits. The results section displays the status of the card and the Activate and Deactivate Dates.

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Figure 8-17 Cards Screen with Search Options

AUTHORIZE OR CANCEL BENEFITS

The WIC Direct WUI provides a method that is used to issue benefits, and to credit or debit any current or future month’s benefits. WIC Direct manages benefit maintenance based on a household account and benefit month. Benefits can be adjusted in the WIC Direct System via the WIC Direct WUI. Note that this functionality is only used in a productive system environment on an exception basis and in a highly controlled manner. However, it is extremely useful in system test environments where specific situations need to be set up to support scenario testing.

If a particular account has been set to Educational or Compliance Buy status, the account can be used by administrators to authorize or cancel benefits for training, educational and compliance buy purposes. Figure 8-18 displays the Issue Benefits screen in WIC Direct from which benefits may be Adjusted, Added or Reduced.

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Figure 8-18 Issue Benefits Screen

ACCOUNT HISTORY

WIC Direct provides access to detailed information about a client’s account, such as the client’s card and transaction history, including when and where a particular transaction was performed, which terminal processed a transaction, and the time of day a transaction was processed. In Figure 8-19 a search is being conducted for ―Replace Card‖ transaction types that occurred between 02/01/2012 and 02/29/2012. The Transaction Type and Action Code list boxes include multiple options for searching account history.

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Figure 8-19 Account History Screen with Search Criteria

A user may search by a particular transaction type or may search for all transactions matching other criteria, regardless of type. Transaction types tracked by WIC Direct include credits, debits, card setup, card replacement, PIN changes, and PIN unlocks.

QUERY ACCOUNT HISTORY

WIC Direct supports queries of WIC EBT data via its Administrative screens. Users view specific account activity by first viewing the Account Details screen for a particular account, then clicking the Transactions link at the bottom of the screen. The Account History screen will be displayed and the administrative user can search for specific types of transactions on an account. Figure 8-20 displays the Account History screen where a search has been entered for Approved Purchase Request transactions for Household #500002 for a date range of 02/01/2012 to 02/29/2012.

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Figure 8-20 Account History Screen with Search Criteria

SET DATE PARAMETERS ON QUERIES

WIC Direct provides date parameters on queries from Transaction History screens. WIC Direct maintains detailed information and history on all transactions, including redemptions. WIC Direct provides powerful methods that allow for retrieval of lists of transactions matching a set of criteria and for retrieving detailed information on particular redemptions. Transactions may be searched according to a combination of the following:

 Retrieval Reference Number (RRN)

 System Trace Audit Number (STAN)

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 WIC Vendor number (Vendor ID)

 List of specific transactions types

 Action Code (can search by specific Action Code or search for all failed transactions)

 Card number

 Date range for host transaction time

 Date range for local transaction time

 Host Generated Trace Number (HGTN)

 Acquiring institution ID

 Clinic number (for clinic based transactions)

 Reversal status (whether or not the transaction has been reversed)

 Household ID

 Settlement date

 Reconciliation status

 Cutoff date (the date the transaction was processed for reconciliation)

Figure 8-21 displays the Retail History screen with search criteria of all retail transactions between the dates of 12/7/2010 and 12/14/2010.

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Figure 8-21 Retail History Screen with Search Criteria

The information returned in the search above can be exported into a Comma Separated Value (CSV) format from the Export button at the top of the Retail History/Transactions screen just as it can be from the Accounts, Cards, Users, Products, Vendors, Transactions, and Reconciliation functions. The CSV format can be opened from programs, such as Excel for further analysis.

DATA REQUEST FOR ARCHIVED DATA

The State agency will be able to access their information from the WIC EBT System in a timely manner:

 Five years of data, at a minimum, will be available online.

 Archived data will be recoverable within 48 hours.

Currently, the WIC Direct System contains all transactions processed by the system. Once the transaction history exceeds a configured size, the system will archive all transactions older than one year to an offline data warehouse and to tape. All archives will be maintained for the required time, and can be recovered within a few hours. Tape backups are stored in a secure and safe location to protect against unauthorized access and damage due to disasters.

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NAVIGATION BETWEEN SCREENS

The WIC Direct System provides easy navigation between screens via top level links on every screen. ―Back‖ buttons are located at the bottom of most screens. Additionally, links to various functions are located at the bottom of many screens.

From Account Details WIC Direct provides navigation from the Account Details screen for a particular account to the Transactions function via a link at the bottom of the screen. The Transactions Search screen is returned. From this screen, a user can search for specific types of transactions, and then see the Vendor/Clinic details for that transaction. Figure 8-22 displays the Account Details screen for Household Number 500002. The Transactions link is at the bottom of the screen.

Figure 8-22 Account Details Screen with Transactions Link

Figure 8-23 displays the Account History screen where a search has been entered for Balance Inquiry transactions between specific dates. The bottom panel of the screen displays Balance Inquiry transactions that occurred during the time period entered and displays the clinic and vendor associated with that account/transaction.

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Figure 8-23 Account History Search Screen

From Vendor Details WIC Direct provides navigation between a vendor and transactions via the Vendor Details screen. Clicking the Transactions link at the bottom of the screen returns the Retail History screen, where a user can enter a specific Household Number and specific Transaction Types and Action Codes to locate transactions associated with the specific household and the vendor.

Figure 8-24 Vendor Details Screen with Transaction Search Link

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In WIC Direct, clicking the Transactions link at the bottom of the Vendor Details screen returns the retail history for that vendor. Searches may then be entered for a specific Household’s transactions. The search may be refined by Transaction Type and Action Code, among others.

Figure 8-25 Vendor Details Search Screen

Reconciliation to Exception Reports The Reconciliation function in WIC Direct provides ACH History for vendors with details viewable from the ACH History screen. Administrative users can then view transactions associated with a particular vendor by clicking the Transactions link which displays the Retail History screen. If desired, they can click the Back link to return to the ACH History screen. This is another seamless navigation feature of WIC Direct.

The example below displays the ACH History screen where a user may view details for a specific vendor by clicking the Institution Name link.

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Figure 8-26 ACH History Summary Screen

Figure 8-27 displays the ACH History Details for the vendor ―Ryan Mart.‖ To view specific transactions, an administrative user simply clicks the Transactions link which displays the Retail History Search screen.

Figure 8-27 ACH History Details Screen

Customer Service for WIC

CUSTOMER SERVICE FOR WIC PROGRAM AND CLINIC STAFF

The State Support Services Team will support the State WIC program and clinic staff. The State Support Services staff is knowledgeable in all WIC EBT program operations. Support to the State for WIC EBT will include the following:  Resolution of technical and nontechnical problems and issues  Production of special reports  Research data

The State Support Services team will be trained on matters specific to the Florida WIC EBT program and will be ready to provide support when the program goes live. The team will also have access to the complete set of Florida WIC EBT documentation, as

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well as an Online Information Guide containing information specific to Florida’s WIC EBT program.

Support for State Support Services State Support Services, in turn, is fully backed up and supported by the FIS support groups 24/7. State Support Services has immediate access to these groups when needed:

The FIS Applications Support Group (ASG) monitors batch files, and provides preliminary problem identification and resolution of job abends. ASG verifies that refresh file updates are received and applied, and identifies and reports communication issues that endpoints may experience when receiving files from the FIS Team. The group works 24/7.

Furthermore, ASG will be consulted on problems that State Support Services is unable to resolve. Both groups are made up of technical and experienced staff, and serve primarily as internal resources and provide technical support to:  Ensure immediate restoration of service when major components fail  Act as second level support for production NonStop and IBM based applications  Provide coordination and control for any complex, serious, or long-term problem that requires the efforts of multiple resources from different areas  Act as a consultant to all other groups on various issues and projects

ASG will identify and prioritize problems, and assign each problem to a staff member. Each problem is then tracked using an online problem management and reporting system. ASG also works with State Support Services to provide technical support, problem resolution and security for the Administrative Terminal, and handles production and system issues with TPPs and networks.

Problem Resolution As stated above, State Support Services and the FIS support groups have extensive EBT experience and can identify and resolve many issues before they become problems. The FIS Team will work in partnership with the State to maintain a problem-prevention quality focus throughout the project life cycle.

No matter how much preventive actions are performed, an occasional problem will still occur. When this happens, our operational environment is prepared to resolve the problem as quickly as possible. Resolution of WIC EBT problems will follow an approach similar to the one used for EBT problems:

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1. A problem is identified and reported to State Support Services by State staff or local clinic staff, another state, a Project/Account manager, Cardholder or Vendor CSR, or TPP. 2. State Support Services enters all pertinent information into the Case Management System (CMS). 3. State Support Services escalates the problem to ASG. 4. ASG assigns the appropriate management level and severity level and assigns it to a staff member. 5. The assigned ASG staff member assumes responsibility for the problem until it is resolved. 6. Depending upon the severity of the issue, senior management and members of the Government Solutions Oversight Management Committee may be notified. 7. The assigned ASG staff member works with other internal groups, as needed, to resolve the problem. 8. Regular status reports are provided to the State by the assigned ASG staff member or your FIS Account Manager.

CUSTOMER SERVICE FOR WIC CARDHOLDERS

The cornerstones of excellent customer service are a full, reliable interactive voice response (IVR) System, knowledgeable, understanding Customer Service Representatives (CSRs), and a user-friendly, secure web site. These are the services each state’s cardholders receive from FIS, and will be the services Florida WIC EBT cardholders receive (please refer to Section 2.1.5.1, Cardholder Customer Service for additional information).

The IVR System will be available to cardholders through a toll-free number 24/7. As an option, CSRs will be available for the hours and services determined by the State. The Cardholder Portal will be accessible to cardholders via the Internet 24/7. This combination of IVR System, CSRs, and Cardholder Portal will give Florida cardholders the ability to readily access their WIC EBT information by the method most comfortable for them.

The FIS feature-rich IVR System provides answers to more than 95% of all calls from states’ cardholders. All calls to the Cardholder Customer Service Center are initially answered by the IVR System 24/7. All IVR functions include the option of speaking to a CSR.

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All calls referred to a CSR originate within the IVR System, either automatically because the caller is having problems or optionally because the caller selected the option to speak to a CSR. CSRs will use proven problem-resolution procedures to identify and resolve problems, and respond to cardholder concerns in a timely and efficient manner. CSRs, with access to WIC Direct, are able to view cardholder account information in real-time to provide up-to-date information.

In addition to the IVR System and CSRs, Florida WIC EBT cardholders will have access to their information via the Internet on the Cardholder Portal 24/7. The Cardholder Portal is a user-friendly, secure, and encrypted web site. The Cardholder Portal, shown below, complies with all federal and state accessibility requirements for the Americans with Disabilities Act of 1990, as amended, Section 508 of the Rehabilitation Act of 1973.

Figure 8-28 Sample WIC Cardholder Portal Page

To protect Florida cardholders’ e-WIC information, all cardholders will be required to enter their card number (PAN) and PIN to verify their identity. The Cardholder Portal will not display any information or perform any function until the cardholder’s identify is verified.

Text on all Portal pages will be available in both English and Spanish. When a cardholder logs in, the Main page will display a link to change the text to Spanish.

Table 8-3 lists all the Cardholder Portal functions that will be available to Florida WIC EBT cardholders.

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Table 8-3 Cardholder Portal Functions FUNCTION DESCRIPTION Current Balance Inquiry Provides real-time benefit balance Benefit Expiration Date Provides real-time date the current WIC benefits will expire Inquiry Select/Change PIN Walks the cardholder through the steps to select or change the PIN Transaction History Inquiry Provides the cardholder with information concerning up to the last 10 transactions within the last 90 days by type (either issuance or purchase) Account History Inquiry Provides a statement of up to the last two months of account history Cardholder Portal Support Provides information, in the form of Help Topic links to frequently asked questions (FAQs), to help the cardholder use and navigate through the site Benefit Access/Service Provides up-to-date WIC vendor names and locations Points Inquiry State Links Provides links to DOH’s health services web sites General EBT Information Provides general information regarding the EBT program

Current Balance Inquiry A cardholder will be provided with their up-to-the-minute WIC balance. The Cardholder Portal is connected to WIC Direct and will have the real-time benefit balance available. When the cardholder logs in, the Main page will display the current balance.

Benefit Expiration Date Inquiry The cardholder will be provided with the date their current WIC benefits will expire. The Cardholder Portal is connected to WIC Direct and will have the real-time expiration date.

Select/Change PIN The secure Cardholder Portal PIN select/change function has FNS approval. After logging in and selecting the Select/Change PIN function, a cardholder will perform steps similar to the following to select or change their PIN (please see Figure 8-29 for the PIN Selection flow): 1. The cardholder enters the new/changed PIN. 2. In a 2-step message flow, the PAN is transmitted first to WIC Direct, and then the new/changed PIN is transmitted in encrypted format. The PIN is only transmitted in encrypted format, never in the clear. 3. WIC Direct updates the Florida WIC EBT database with the new/changed PIN in encrypted format and links it to the cardholder’s PAN.

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4. WIC Direct transmits a message back to the Cardholder Portal that the change has been successful. 5. The Cardholder Portal tells the cardholder that the new/changed PIN has been set and their card can be used immediately with the new/changed PIN.

Figure 8-29 Cardholder’s PIN is Never in the Clear Shows the flow of events when selecting/changing a PIN using the Cardholder Portal

If the cardholder enters incorrect information, a message specific to the error is given to help the cardholder understand what information is needed. The cardholder can also go to the Help Topics for additional information to select/change their PIN.

Transaction History Inquiry In addition to their current WIC balance, a cardholder can view a history of up to the last 10 WIC transactions within the last 90 days. The Cardholder Portal is connected to WIC Direct and will have real-time transaction history available. The transaction history will be given in chronological order, with the most recent transaction first. The transaction history information will include:  Transaction number  Transaction type  Store or clinic name  Type of item (category/subcategory)  Size, quantity, or CVB amount  Amount  Time and date

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When the cardholder logs in, the Main page will display the current transaction history at the bottom of the page. The cardholder can click a link to print the transactions.

Cardholder Portal Support Even though the Cardholder Portal is user-friendly, there may be times when a cardholder does not understand something or has a problem in the site. When this happens, the cardholder can go to the Help Topics page and click a link to view any of the frequently asked questions (FAQs) topics. The FAQs are grouped by function.

Benefit Access/Service Points Inquiry A cardholder can select the function to view an up-to-date list of WIC vendors and their location. The Cardholder Portal is connected to WIC Direct and will have real-time WIC vendor information available.

State Links Links to specific Florida WIC health services web sites will be added to the Cardholder Portal. As with our states’ programs, the FIS Team will work with Florida WIC to add your links.

General WIC EBT Information EBT and WIC data is currently available to other states’ cardholders, including cardholders with the other Florida programs, in the Cardholder Portal. This data answers many questions about EBT and WIC. The FIS Team will work closely with DOH to add information specifically about the Florida WIC EBT program. All information, current and new, will be provided in plain, easy-to-understand language. More information included on the Cardholder Portal will help reduce the number of calls to Florida local offices/clinics for assistance. Resources will also be provided for cardholders whose questions are not covered.

CUSTOMER SERVICE FOR WIC RETAILERS

The FIS Team will provide WIC retailers the same service as EBT retailers (please refer to Section 2.1.5.2, Retailer Customer Service for additional information). The FIS Team’s Retailer Help Desk is a 1-stop, 24/7 service-support center combining a feature- rich IVR System with knowledgeable CSRs. Retailers will have access to their own web site, Retailer Portal, 24/7. This combination of IVR System, CSRs, and Retailer Portal will give Florida retailers the ability to readily access their WIC EBT information by the method most comfortable for them.

State-of-the-art technology alone is not a guarantee of good customer service. To us, customer service is about people and the quality of the personalized service we offer our

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customers. Our CSRs focus attention on customer relationships, courtesy, and proper call techniques, as well as providing quick and accurate responses to callers. We set high standards for our CSRs, and use proven methods of hiring, training, monitoring, and coaching to maintain an efficient and effective staff.

Florida WIC retailers will have access to the web-based Retailer Portal 24/7. Access is controlled through the use of a retailer-selected user ID and password. Retailers can use this secure tool to perform any of the following:  Vendor self-registration  View APL data  Research and balance deposits (settlement)  View deposit transaction details by settlement date  View in-store transaction details, including: . Time of purchase . Truncated card number . Items purchased . Total amount of purchase  View retailer notification materials  View/update retailer information  Learn ―How To‖ perform various functions  Find answers to frequently asked questions about processing WIC transactions  Find Retailer customer service phone numbers  Download Vendor POS manuals  Download Vendor POS Quick Reference Guides

Retailer Management

FIS has a proven record of successfully managing vendors for WIC and other USDA assistance programs. Our approach to vendor management begins prior to pilot in identifying which vendors are candidates for utilizing integrated POS systems, and which will need stand beside equipment.

For the State of Florida vendors, FIS will:

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 Provide every WIC vendor with the opportunity to participate in the WIC EBT system  Provide specifications and technical and testing support to stores or TPPs seeking to integrate WIC EBT into their supported transaction set  Enter into a signed agreement, pre-approved by the State and USDA-FNS, with each directly connected WIC vendor or TPP  Assist in certifying and decertifying ECR/POS systems and TPPs/networks  Ensure that the participating WIC vendors understand their responsibilities regarding the policy, operating rules, and operations of the WIC EBT System  Maximize the use of the existing commercial POS terminals  Install, maintain and otherwise support FIS-provided stand-beside POS equipment as necessary in accordance with USDA-FNS Operating Rules for WIC EBT  Allow dial-up and direct connect communications between the WIC vendor’s stand- beside terminal or integrated system, and the WIC EBT System  Provide Help Desk services to WIC vendors to resolve issues/problems on FIS-supplied stand-beside POS equipment, and help resolve settlement and dispute questions and issues

We describe how we perform our primary roles and responsibilities throughout this section.

POS INTEGRATION OF WIC EBT

The FIS Team currently provides a series of documents for systems integrators who have developed, or are in the process of developing integrated POS solutions which interface to WIC Direct. The documents are the message specification document, ―WIC Direct X9.93 – Part 1‖ and the file exchange document, ―WIC Direct X9.93 Part 2‖ documents. The EBT Operating Rules and the Technical Implementation documents as published by FNS are also a key component of the specifications. Finally, the standard certification and test scripts that are currently under development by an FNS-led workgroup will round out the specifications supplied to stores and TPPs that wish to incorporate WIC as a supported tender type. These specifications are being developed on the national level and a version of each is currently available to any store interested in pursuing a WIC EBT implementation.

The proposed specification may additionally be updated with minor revisions between proposal submission and award. These minor revisions should not be material in nature and should not affect the functionality of the system. These updates are usually related to

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clarifications or updates made to the documents due to lessons learned activities and feedback from integrators as they use the documentation to build interfaces to WIC Direct.

The specification and business rules document will also undergo updates as system modifications are made to WIC Direct to ensure future alignment with the FNS Technical Implementation Guide and Operating Rules, respectively.

In support of vendor integration efforts, the FIS Team keeps test systems available for connecting parties in order to allow vendors and their solution providers to perform their own system testing on their own schedule. This allows vendors and solution providers access to the test system both during the initial integration efforts, as well as during subsequent testing for code releases which may not have WIC EBT changes, but for which the vendor or solution provider will want to perform regression testing to ensure that the updated code does not impact WIC EBT.

Newly authorized WIC vendors who choose to employ a TPP to drive their terminals or elect to drive their own terminals will have access to the WIC EBT System within a 30- day period after receipt of Florida WIC’s authorization notice, or a mutually agreed upon time to allow for any Florida WIC-required functional certification. For new integration efforts, vendors and/or their solution providers are granted access to a test system as noted above. After the vendor/solution provider has performed their own testing, a pre- certification is performed with the Retail Integration Manager. We will make all reasonable efforts to obtain certification for WIC vendors and TPPs that enter into direct connect arrangements with us.

The FIS Team is a proven leader in POS system and TPP certification activities, both from practical, hands-on experience performing certifications, as well as being at the forefront of setting national direction for future certifications. The FIS Team will support Florida WIC and its vendors through certification and decertification efforts. This includes maintaining systems for testing and certification to support these efforts, and implementing test and certification requirements procedures. It is a normal practice for the State agency and FNS to participate in certifications.

Florida WIC may review the FIS Team’s certification and procedures when requested. The processes followed by the FIS Team are in accordance with FNS guidelines and changes requested by Florida WIC can be made in accordance with those guidelines.

If the FIS Team becomes aware of TPP or vendor violations of federal or State program rules, the FIS Team will work with the agency, TPP, and/or vendor to assist in resolving the issue. The FIS Team would only decertify or take other action when given clear direction to do so from Florida WIC.

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APL AVAILABILITY

WIC Direct currently makes APL files available via an FTP server. Vendors, solution providers, and third-party processors may obtain the file using these methods.

In alignment with the Technical Implementation Guide, WIC Direct produces X9.93 Part 2 APL files which may be used agency-wide. Variations of the file may be produced for specific vendor types following the Technical Implementation Guide. For example, an integrated vendor that performs full CVB mapping would use the X9.93 Part 2 APL which contains all of the IFPS produce codes. At the same time, a stand-beside device or vendor whose system supports partial CVB mapping may only require regular items and CVB PLU 4469 to be present in the APL.

CERTIFICATION SCRIPTS

The FIS Team currently utilizes certification scripts which were initially developed for use by the Kentucky WIC EBT Project. These scripts have evolved over the course of several integrated system certifications. The existing scripts identify the setup requirements and verify the functional veracity of an integrated system or third-party processor.

The goals are to continuously improve certification scripts as WIC EBT is adopted in other states, yet still maintain a common standard across multiple agencies, ensuring consistency across agencies and efficient processes for the agencies, vendors, and their system providers. These goals are consistent with FNS direction on the certification process and scripts. Our Retail Integration Manager has actively sought standardization and cross-agency collaboration on scripts, as well as on the possibility of allowing agencies to accept a certification that has been performed by other agencies.

The FIS Team is a part of the FNS workgroup that is working to improve and refine the certification process, streamlining it in a manner that does not compromise the integrity of the effort. This workgroup was formally organized in early 2011.

Certification scripts are provided to vendors and their solution providers during the development of their systems. They can be used as a guide for verification of the system changes being performed to support WIC EBT. This testing is commonly referred to as ―unattended testing‖ against the test environment.

As development draws to a close, the Retail Integration Manager hosts pre-certification walk-throughs of the certification script. During these working conference call sessions, the vendor or solution provider performs transactions for all or part of the certification

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script at the direction of the Retail Integration Manager, who monitors the transactions on the host side, and together the results are verified. Using this method, any significant issues, and many minor issues, are discovered prior to the scheduled FNS certification of the system.

CERTIFICATION OF INTEGRATED SOLUTIONS

The FIS Team supports the certification process from beginning to end, including:  Supporting technical questions during integrated system development  Pre-certification  Providing test systems for development and pre-certification use  Preparation of the certification environment  Support of the certification

The certification environment is supported by both the WIC Direct development team and the Retail Integration Manager. The Retail Integration Manager is the primary liaison and guide through the certification process.

The FIS Team has honed an approach to certification which has been very successful in recent certifications. The process starts during the development of the POS solution enhancements necessary to support WIC EBT. After the basic system transactions are run, the certification script is shared with the providers who use it to test their changes. The test systems are always available for unattended testing in this manner.

Once the provider is satisfied with their unattended testing, the Retail Integration Manager performs pre-certification walk-throughs with the provider. During these walk- throughs, test systems are used to verify the certification script, raw message inspection/validation occurs, as well as verification of the transaction results. During these attended sessions, the Retail Integration Manager and the providers review transactions performed according to the script in real time. The providers are also granted as much time as necessary to complete the pre-certification; some perform the entire script, while others may perform portions of the script during this phase.

Upon completion of the pre-certification sessions, the on-site FNS system certification is scheduled, which is run against a pristine certification environment. During this certification, either the full or partial certification script is executed, depending upon the system. FNS, its Quality Assurance contractor, the EBT Regional Office Coordinator, the agency, the agency’s Quality Assurance contractor, the WIC EBT Processor, and the solution component providers all participate in the certification. By following a process similar to the one outlined above, the FIS Team has been successful in completing

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several on-site certifications in shorter amounts of time. Not only is the certification duration reduced, the Test Problem Reports (TPRs) discovered during pre-certification generally result in only minor issues being identified during the actual certification.

The certification environment code levels match those used in production ensuring that the certification is performed using the current released version of code. The environment is prepared by reinitializing and reseeding the WIC EBT database and preparing the necessary accounts which match the requirements of the scenarios for the certification script. By preparing the certification environment in this manner, data updates during the FNS certification are minimized, resulting in a quick and efficient execution of the scripts. Following the certification, the database is archived for future reference, if necessary.

RECONCILIATION WITH THE HOST SYSTEM

The WIC Direct host system supports reconciliation of WIC EBT transactions for vendors, third-party processors, and Gateway processors. The daily reconciliation support for a given system will mirror the transaction routing path. Reconciliation is facilitated through the use of Auto-Reconciliation files (ARFs) that follow the X9.93 Part 2 standard.

Direct Connect Vendors Reconciliation with vendors that directly connect to WIC Direct will be performed directly with those vendors. WIC Direct will produce an Auto-Reconciliation file (ARF) which the vendor may download to complete the reconciliation. Vendors may choose their reconciliation cutoff time, which will enable them to balance their store’s transactions for a given business day. For those vendors with non-24-hour operations, the store usually chooses a cutoff time that is after the time that the store closes in the evening. For those vendors with 24-hour operations, the cutoff time is usually set to coincide with low periods of activity overnight or around the time the store processes its accounting cutover. Therefore, the store accounting cutover and the WIC EBT reconciliation period will be closely aligned with the store’s process for reconciling.

Gateway/Third-Party Processor Connected Vendors For those vendors that connect to WIC Direct through a gateway or a third-party processor, the reconciliation with WIC Direct is performed between WIC Direct and the gateway or third-party processor. Those entities, in turn, reconcile with the vendors or systems that connect to them. In this model, an X9.93 Part 2 file is used to facilitate the reconciliation between WIC Direct and the connecting party. The reconciliation process between the gateway/third-party processor and the vendors may vary, and is usually an extension of existing reconciliation processes. This enables the most efficient and

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effective method for incorporating WIC EBT reconciliation into the existing reconciliation for other commercial and government payments - a standard requirement across the industry and vendors.

VENDOR AND THIRD-PARTY AGREEMENTS

Vendors directly connected to WIC Direct will sign a direct connect Vendor Agreement. Similarly, TPPs must sign a Third-Party Processor Agreement. Vendor and Processor Agreements will contain language requiring strict compliance with all USDA and Florida WIC regulations and policies, State laws and policies, and the rules, regulations, and requirements of the Florida EBT Program. These types of agreements are already in place for other states, and have been previously approved by FNS. We will provide copies of these agreements to the State and USDA-FNS for approval in Florida.

VENDOR VALIDATION

The FIS Team has a proven record of successfully managing vendors for WIC EBT. WIC Direct will work with Florida WIC to establish a transport mechanism for exchanging files. In particular, WIC Direct will receive an Authorized Vendor Update File from Florida WIC MIS that contains information on newly authorized WIC vendors as well as information on updates to existing WIC vendor information including possible deactivations as well as possible reactivations. When WIC Direct receives a new WIC vendor authorization, a new record on the vendor is written to the WIC Direct database.

WIC Direct processes the Authorized Vendor Update File according to a schedule agreed upon with the State. Any vendor deactivations are effective immediately upon successful completion of processing of the file. As described above in the Transaction Processing section, WIC Direct validates that the vendor number transmitted from the POS is valid and associated with an active vendor in WIC Direct. The FIS Team accepts liability for any transactions processed from a vendor where a deactivation record was included in the last file sent to FIS.

FIS-PROVIDED STAND-BESIDE POS EQUIPMENT

The FIS Team currently deploys and maintains a large number of stand-beside devices for WIC EBT and SNAP programs. Stand-beside devices deployed by the FIS Team are fully supported by leveraging our existing world class support teams, meeting or exceeding all applicable requirements, including support for settlement and dispute issues that may arise.

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The FIS Team will provide stand-beside POS equipment to Florida WIC retailers who chose not to use a commercial entity, such as a TPP, to self-process transactions, or whose systems are not certified for WIC EBT when WIC EBT is implemented in their area. For retailers who meet these conditions, we will provide:  One stand-beside unit per location for WIC retailers with 1-4 cash registers per location  Two stand-beside units per location for WIC retailers with 5 or more cash registers per location

The FIS Team understands that transitioning from paper to WIC EBT requires effort and planning on the part of the vendor and these changes are not quick or easy to accomplish. Even the smallest retailer that plans to use stand-beside equipment needs time to acquire the needed connectivity, wiring, and electrical power, as well as determine the placement of the stand-beside equipment in a space-constrained environment.

Table 8-4 Levels of Vendor Service INSTALLATION SERVICE DESCRIPTION SERVICE LEVEL Level One Installation manuals with illustrated, step-by-step instructions and Help Desk phone number will be provided with POS devices. If the vendor is unable to complete the installation successfully with the documentation, the Level Two service level is used. Level Two If the vendor has difficulty with the self-installation of POS devices, telephone support will be available. Telephone support includes troubleshooting problems and providing common solutions for successfully completing self-installation. If a successful installation cannot be completed with the support of the Help Desk, it may be necessary to utilize the Level Three service level. Level Three On-site technical support is provided to the vendor in the event that telephone support cannot resolve installation issues. There will be a flat rate cost for this level of support per occurrence.

The FIS Team recommends shipping the stand-beside equipment to the retailer immediately prior to the retailer’s scheduled training session. This allows the retailer to become familiar with the devices prior to training. The retailer will also have the opportunity to ask installation questions at the training in the event that they encountered installation difficulty.

After initial implementation of the WIC EBT Project, the FIS Team will ensure that 100 percent of all stand-beside POS equipment is installed. Repair or replacement services on faulty POS equipment will be provided within one business day of the service request.

Stand-Beside POS Equipment Technical Standards The FIS Team proposes to install and maintain VeriFone Vx 570 terminals for stand- beside vendors. This equipment, described in detail later in this section, will provide the State with the latest in POS terminal technology. Our proposed equipment meets the

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operational requirements of the Florida WIC EBT System and supports the full WIC EBT transaction set. The VeriFone Vx 570 terminals comply with:  USDA-FNS Operating Rules for WIC EBT  ANSI X9.58-2007, ISO 8583 and ISO 9510  ANSI X9.93  USDA-FNS Technical Implementation Guide (TIG) for online WIC EBT systems as defined by USDA-FNS

Several members of the FIS Team have been actively involved with the development of X9.93 for a number of years prior to the inception of the WIC Direct Project. Compliance with X9.93 was a fundamental condition of acceptance for WIC Direct in Kentucky. The FIS Team has been actively involved during the development of the current Technical Implementation Guide that has been developed by FNS. Similarly, the FIS Team has been actively involved with the development of business and operating rules for WIC EBT as defined by FNS, and WIC Direct adheres to the operating rules being published by FNS.

Proposed POS Equipment Our stand-beside POS solution is composed of two main components which are described in detail in this section. A transaction terminal and barcode scanner are installed near the vendor’s electronic cash register to accommodate customers. This equipment is adaptable and upgradeable for future needs.

Our POS solution works with an integrated PINpad, as well as an external PINpad. The FIS Team will provide a separate VeriFone PINpad 1000SE to a merchant who requests one, as required by DOH.

VeriFone VX 570 The VeriFone Vx 570 is the next generation of WIC EBT equipment. With an ATM-style interface, the terminal supports menu prompts with large type, has screen addressable keys, and has a large backlit display that can be seen in all lighting conditions. A major feature of the Vx 570 is its high-speed integrated thermal printer. Product information for the VeriFone Vx 570 is shown in Figure 8-30.

The Verifone Vx 570 supports both multi-lane and single lane usage. Multi-lane supports reporting and updates at a ―store‖ level across the devices, so that the store can more easily manage user accounts and reporting totals in a multi-lane environment.

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The ―clam shell‖ design of the printer offers drop-in paper loading, which allows for quick and easy installation, as well as helping to eliminate paper jams. The compact design and integrated printer minimizes clutter and saves counter space.

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Figure 8-30 VeriFone VX 570 Product Information

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Honeywell Adaptus® 3800g Barcode Scanner Our proposed barcode scanner, the Honeywell Adaptus® 3800g (Figure 8-31), features a balance of performance, durability, ergonomics and connectivity solutions. It is designed to deliver years of hassle-free scanning for retail applications. It’s smaller and light- weight design provides for increased operator comfort and productivity. The Honeywell Adaptus 3800g scanner can read 270 scans per second across a range of high and low density codes. It quickly reads even damaged and poorly printed bar codes.

Figure 8-31 Honeywell Adaptus® 3800g Barcode Scanner

VeriFone PINpad 1000SE The Vx 570LE also allows the use of a peripheral (nonintegrated) PINpad. FIS has chosen to use the VeriFone PINpad 1000SE with the Vx 570 because of its reliability and security. The VeriFone PINpad 1000SE features an easy-to-read character display that shows the purchase amount for client approval. The PINpad provides a tactile keypad with audio and visual feedback for all key entries. Product information for the VeriFone PINpad 1000SE is shown in Figure 8-32.

This separate PINpad will be held by the client and can be turned so that others will not observe the keys pressed during PIN entry. For each key pressed, a beep will be produced and an asterisk will be displayed rather than the keyed value. The asterisk provides visual security and will indicate to the client the number of keys pressed without revealing the PIN. The audible beep, raised keys, and center dimple on the 5 key also help the visually impaired confirm that their PIN has been entered.

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The VeriFone PINpad 1000SE complies with the ISO and ANSI standards for PIN encryption, key management, and Message Authentication Code (MAC), including features that provide ease-of-use while guarding against intrusion. The VeriFone PINpad 1000SE is a physically secure, tamper- resistant device equipped with a spring-loaded deactivation mechanism that destroys the security chip if the cover is removed. This action prevents anyone from tampering with the PINpad to decipher the master encryption key. Battery backup maintains the encryption key in case of power outages. The PIN is encrypted within the PINpad using the Triple DES (3DES) Data Encryption Standard. This is consistent with our system standard that the unencrypted Figure 8-32 VeriFone PINpad PIN never appears anywhere 1000SE Product within the system. Information

Transaction Set The FIS Team maintains a complex, reliable managed network solution for POS financial transaction processing. We use transaction acquiring services from an industry leading provider, Phoenix Managed Network (PMN), formerly Hypercom (HBNet). PMN has designed and implemented telecommunications infrastructures that are optimized for financial transaction processing. PMN provides inherent redundancy within their managed solutions via diverse network routing and alternate telephone numbers. The VeriFone Vx 570 terminal supports the following retail transactions:  Balance Inquiry – this transaction type is used when a user requests a WIC balance inquiry from the main menu in the POS device.

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 Purchase – authorized or rejected; this transaction is used to submit WIC items for redemptions against the cardholder account. This transaction is performed by pressing the WIC purchase button on the main menu. This transaction supports the purchase of CVB items also.  Purchase Cancel – this transaction type is used to cancel a purchase any time before being sent to the host.  Item Void – this transaction type is used to remove an item from a purchase transaction which is in progress.  Void – this is a transaction that may be selected by the cashier to explicitly cancel the effects a previous purchase transaction.  Purchase reversal – the POS will automatically submit a purchase reversal transaction for previous purchase requests where the POS did not receive a response within a configurable timeout period.  Reprint Receipt – this transaction type is used to reprint previous receipts for any WIC transaction including customer and vendor copies.  Store Total Reporting – these functions are used to print lane, clerk, and store totals for WIC activity.

Storage of APLs Our POS solution supports the download and storage of single and multiple APLs. The FIS-provided POS application has been loaded with an automated scheduler function to verify APLs. This automated function checks with the host each day to verify if any updates are available. This built-in terminal solution means the merchant will not need to perform any APL management functions.

Price Memory Function In general, in a stand-beside POS device, prices must be manually entered every time an x item is scanned. The Verifone V 570 supports the ability to update the price and store it within the terminal. The Price memory may be completely disabled if desired (i.e., the cashier will be required to manually enter the price every time an item is scanned).

SNAP and EBT Transactions Our proposed POS solution supports SNAP and cash EBT transaction processing. FIS has built a SNAP application that can be loaded along with the WIC application in the same device. This will accommodate routing SNAP and EBT transactions directly to the EBT Gateway as well as the additional routing of WIC transactions to WIC Direct. The FIS EBT Gateway switch will be the Gateway for SNAP, Cash and WIC transactions.

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All of this means that Florida-authorized vendors can use a single device to conduct SNAP and WIC transactions.

FIS built and operates the EBT Gateway, which is the only gateway in the nation that links to every EBT processor. The FIS EBT Gateway currently switches EBT transactions—both EBT-only and TPP transactions—through established telecommunications links, transaction switching facilities and other arrangements with issuers. The FIS EBT Gateway switch processes over 52 million transactions a month with unmatched accuracy and efficiency. The technology for this switch is based on the proven functionality in place for the routing and settlement of commercial debit and credit transactions.

While FIS is the processor for SNAP and WIC EBT, we will easily meet the requirement to support all of these transactions types on a single terminal. FIS has also achieved a landmark milestone in West Virginia by negotiating with the State and the SNAP processor so that the FIS terminal will be used for each of these transaction types – making our solution the first in the nation to support acquiring for WIC EBT, along with a different processor’s SNAP/Cash in the same terminal.

Reporting

WIC Direct provides a number of reports that will assist the State with system monitoring activities and financial and benefit reconciliation. The work on the WIC Direct reporting system is ongoing and all developed reports will be available to Florida. Also, the WIC Direct Team is currently working in partnership with Kentucky on the development of a WIC data warehouse. This is an optional product component that can be plugged into the Florida e-WIC platform to provide ready access to ad hoc business intelligence reporting tools to tailor queries and views data to provide enhanced support for business analysis and decision support.

The data from all reports in WIC Direct may be exported to a different format, such as an Excel spreadsheet or a PDF file. The tool bar at the top of each report screen includes the Export feature. To export information, the user can choose a format from the (Excel, PDF) drop-down menu, then just click ―Export.‖

(Figure 8-33). A pop-up window with the message, ―Do you want to open or save this file?‖ is displayed.

Figure 8-33 Select a Format Drop-Down Menu with Export Link

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An Excel spreadsheet similar to Figure 8-34 is created.

Figure 8-34 Excel Spreadsheet

Some of the reports that are currently available in WIC Direct are shown in Table 8-5.

Table 8-5 Program Management Reports REPORT NAME GROUP DESCRIPTION Activity Exceptions Activity Shows the financial activity exceptions for a given date, broken down by gateway and direct-connect merchants Card Activity Activity Shows the card activity for a given date range, broken down by clinic, if provided Financial Activity Activity Shows the financial activity for a given date, broken down by (By Institution) institution Financial Activity Activity Shows the financial activity for a given date, broken down by (By Transaction Type) transaction type Financial Activity Comparison Activity Shows and compares the totals and exceptions from the two reports above, broken down by transaction type Formula Rebates Activity Shows infant formula eligible for rebates for a given date range, broken down by infant formula Gateway Transaction Volume Activity Shows the volume by message type for a given date range and gateway, broken down by message type Redemptions Activity Shows the number of redemptions and amount for a given date (By Issue Month) range, broken down by issuance month

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Table 8-5 Program Management Reports REPORT NAME GROUP DESCRIPTION Retail Activity Activity Shows the retail activity (total amounts, as well as transaction counts by type) for a given date range, broken down by chain and vendor Retail Sales Activity Shows the retail sales for a given date range, peer group, and optionally vendor, broken down by chain, vendor, peer group, and month Benefit Reconciliation Reconciliation Shows all of the benefit activity and variance broken down by category, subcategory, and household Daily Drawdown Reconciliation Shows the total amount of the drawdown for a given date, broken down by gateway and ACH totals Direct-Connect Reconciliation Reconciliation Shows the activity and disposition of the activity for the current and (Daily) previous day for a given date for direct-connect vendors, broken down by vendor Direct-Connect Reconciliation Reconciliation Shows disbursements for direct-connect vendors (Disbursement) Gateway Reconciliation (Daily) Reconciliation Shows the activity and disposition of the activity for the current and previous day for a given date for vendors who utilize the gateway for processing, broken down by institution and transaction type Gateway Auto-Reconciliation Reconciliation Shows the gateway transactions and their disposition based on the auto-reconciliation file sent by the gateway, broken down by status, transaction type, and institution Out of Balance Accounts Reconciliation Shows a list of beneficiary accounts with out-of-balance exceptions System Activity Balance System Shows all activity that occurred during the system balancing process for a given date, broken down by category and subcategory System Balance Exceptions System Shows all exceptions that occurred during the system balancing process for a given date, broken down by household, category, and subcategory

Cash Value Voucher (CVV)

WIC Direct supports the issuance and processing of cash value benefits (CVB) (formerly known as cash value voucher) for WIC. CVB processing has been part of WIC Direct since its inception. For the most part, CVB is treated just like any other food product where the CVB benefits are assigned to category 19 and the unit of measure for this category (and all subcategories) is $1.00. Items are assigned by the Florida WIC MIS to

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category 19 (along with an appropriate subcategory) just like any other benefits. From there, products are included in the authorized product list (APL) downloaded to retailers. Furthermore, the Florida WIC MIS will issue benefits to families using category 19 as well. All processing for CVB items in a redemption follows the same rules as other items. All data specific to CVB is captured in the WIC Direct transaction history and is available for reporting so that the State can track things such as the redemption rate for CVB.

Also, note that the FIS’ solution for farmers’ markets used for SNAP includes support for WIC CVB redemptions. Transaction requests are routed to WIC Direct to authorization. WIC Direct will receive information on authorized farmers from the Florida WIC MIS, and, for the most part, farmers are treated like other vendors within the system. However, WIC Direct will restrict farmers to only being able to redeem CVB (and, in the future, FMNP) benefits.

Furthermore, as an open system, WIC Direct also supports farmer’s market POS solutions from other vendors for CVB. This means that markets in Florida will have choices when it comes to selecting a device for their market.

WIC Farmers’ Market Nutrition Program

The FIS Team is currently developing a solution for the Farmers’ Market Nutrition Program (FMNP) and expects to implement this solution by the 2013 season. We understand that there are some key differences between FMNP and ―regular‖ WIC. In particular, we understand that:  FMNP benefits expire at the end the season rather than on a monthly basis  FMNP allows for the purchase of white potatoes  FMNP is funded separately from WIC and may require a different settlement path We are in discussions with Kentucky WIC developing a suitable solution that will work not only for Kentucky, but other states (such as Florida WIC) as well. The FIS Farmers’ Market terminal will also support FMNP along with WIC CVB and SNAP. In addition, the FIS team will work with other POS vendors with a farmers’ market solution to ensure that other solutions will handle FMNP as well.

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Clinic Configuration

The clinic is primarily the domain of the Florida WIC MIS and the WIC EBT system does not maintain much of a footprint in the clinic. However, there are few areas of consideration:  Access to the WIC Direct Web User Interface (WDWUI) for administrative operations – This requires internet connectivity and a web browser.  PIN selection - FIS will supply a PIN select device (the XAC 8001) that will work with the WDWUI. The device will attach to a clinic workstation via USB. Interaction with the device will require the installation of an application supplied by the FIS Team that allows the WDWUI (which runs under a web browser) to interact with the device.  Optional balance inquiry POS device – At the option of Florida WIC, the FIS Team can supply a balance inquiry POS device that will allow clients to check their card balance. The device will either require access to a phone line or to an internet connection. Also, note that WIC Direct supports devices and kiosks supplied by third party vendors as well.

WIC Services Options

The FIS Team is committed to providing Florida with a state-of-the-art WIC EBT solution. Our base product, WIC Direct, was purposely built for WIC EBT, in close consultation with FNS, Kentucky WIC and a number of retailer stakeholders to specifically address the complex requirements of the WIC program. We are continually upgrading the system with new features and functions as we work with our various customers to ensure compliance with evolving requirements and to leverage the latest technologies.

WIC Direct is a government owned and transferrable WIC EBT product. We are continually making enhancements to the core system at the request of FNS and our various State Agency users. This process is intended to work to the benefit of all of our customers. An enhancement conceived and implemented in one state is incorporated into the core system and consequently becomes available to all users at no cost. Florida will benefit from innovation required in other states as will those states benefit from Florida’s creativity and innovation.

We are currently in the midst of either conception or development of a number of innovations that we believe will take WIC EBT to the next level. These fall into several broad categories.

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STANDARDS AND CONSISTENCY

The WIC Direct team has been instrumental, working with FNS and many other WIC EBT stakeholders in the development and refinement of standards for implementing and operating a WIC EBT solution. All of these taken together are meant to make the entire process more efficient and less costly by leveraging technology solutions across multiple State agencies – build it once and use it often. We look forward to working with Florida on the most recent releases of these standards.

Universal Interface: A well-defined set of functions, messages and protocols for the interfacing of data between the WIC Information System and the EBT system. Use of this approach has the effect of greatly reducing the efforts required to change either the EBT or MIS solutions that are supporting WIC. It also creates some consistency nationally for the character and content of EBT generated data, a resource that will lead to the logical progression for WIC, which is standardized reporting across agencies.

Operating Rules: These rules are continuing to evolve. We will bring the Florida program up to the current level, understanding that there needs to be a migration path of existing national retailers.

Technical Implementation Guidance (TIG): Like the operating rules, these also are evolving. We will bring the Florida program up to the current level, understanding that there needs to be a migration path of existing national retailers.

Retailer Certification: Retailer systems require verification as compliant with EBT rules and processes. This can be an expensive and time consuming process. Our team is actively participating in the on-going FNS led discussion about standards for certification. We will implement the practices that result from this dialogue which involve rules based certification processes, standardized test scripts and allows for self- certifications in some situations.

PARTICIPANT FRIENDLY

PIN selection: WIC Direct can provide support for a PINpad attached directly to a clinic PC. This internet based tool for PIN selection and change is more streamlined than a stand-beside dial-up approach and does not tie up an Agency phone line. This approach would allow Florida to incorporate PIN selection into the workflow inherent in its WIC- IS environment.

Text Messaging and Email: We have been investigating the use of text messages as a convenient and user friendly way for a participant to receive their WIC food account

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balance while actually in the store shopping. If the participant has an internet capable mobile device (a smart phone) then an e-mail would also be a workable solution. From a cost perspective, both options would be significantly less expensive and more convenient than other options such as calling an IVR or using a POS device at a service counter.

Text Message Payments: We believe there may be some opportunities to use a text message payment protocol as an inexpensive and convenient method for making WIC more widely available in Farmers’ Markets. This is an idea that is only in the formative stage but the success of such processes in the private sector lead us to believe that the technology may be useful for WIC. Aside from the Farmers’ Market setting, there may also be some applicability for this technology in disaster scenarios.

Card Replacement: In general the WIC clinic is the focal point of interaction between the participant and the case workers for benefit and card distribution. However, it is not always convenient for a participant to reach a WIC clinic. So, the state may desire some ways to reduce the need for visits. One such case where this may be possible is with card replacements. The FIS Team can offer the capability of mailing replacement cards to a cardholder rather than requiring that the cardholder come to the clinic to receive a replacement. Note that the capability of replacing cards by mail is not intended to completely supersede the capability of performing over-the-counter replacements in the clinic and the FIS Team will continue to support existing methods for the over-the- counter replacements.

PROGRAM MANAGEMENT

Maximum Pricing: We have been working with our customer base to improve the use of maximum pricing in a WIC EBT setting. Some of the features that we are investigating include the application of a unique MAR calculation based on a specific UPC. This would be useful in differentiating the maximum price for a non-completive product like store brand cereal from the more widely distributed national brands.

UPC Collection and Management: When we were originally implementing WIC Direct, we had expected that the National UPC (NUPC) database being developed by the FNS would be operational and available for Kentucky to use to assist with UPC management. However, as the project progressed, it became clear that this would not be the case. So, we developed a utility written in Microsoft Access that can be used by a state to manage UPC data. Many non-EBT states are currently using this utility. In particular, the utility is capable of running on a laptop with an attached handheld scanner and can be used by the state to assist with its initial effort at collecting UPC data.

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Card Inventory: FIS has a card production/shipping tracking system that manages the entire process and can integrate with the WIC Direct card inventory management module. WIC Direct offers an optional card inventory management module that assists states with managing card inventories and reordering for clinics. Since WIC Direct has information on cards issued (or replaced) from a clinic, WIC Direct is able to track the number of cards that have been depleted from inventory at a clinic. In this manner, WIC Direct has a snapshot of the number of cards remaining in inventory at a clinic and can trigger an alert when the inventory drops to a configured threshold for the clinic, prompting an authorized user that a new order must be placed for the clinic. The WIC Direct card inventory management module includes features that handle special scenarios, such as bulk transfer (for the possible situation that one clinic may transfer cards to a clinic across town that neglected to place a timely order) and inventory adjustments to handle situations where a physical inventory audit yields different counts from those maintained in the system (which can happen if a user removes a card ―outside‖ of the system).

Business Intelligence: WIC Direct generates valuable information. The issue for the agency is the management and use of that information. We are currently in the design phase of a WIC specific data warehouse project that will provide a plug-in adjunct to the WIC Direct transaction processing platform. The intent is to give agency staff ready access to information designed for the way they perform their job functions.

Both canned and ad hoc reports will be supported through this important application functionality.

The system is being designed to consume common EBT data (as output via the Universal Interface) and package it so as to be easily and rapidly accessible through a warehouse approach. Using this strategy allows any Universal Interface capable EBT system (not just WIC Direct) to make use of the warehouse capability. It will also allow any Agency user of the system to quickly and efficiently design and develop unique reports which can then be used by other state agencies at their discretion, to view their own information. It provides complete and no-cost transferability of information access. We believe this would go a long way towards reducing the cost of program management and allow WIC managers to focus on the data content they need to successfully complete their mission. They would no longer have to be concerned about the expensive change orders that are currently the norm for getting access to information.

System Testing: WIC Direct offers native capabilities for creating household accounts, authorizing benefits, issuing cards and selecting PINs. All of this can be done outside of the interface with Florida WIC which will add significant productivity to testing of EBT functions and capabilities, including retailer certifications.

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OFF-LINE SMART CARD

Currently, WIC Direct only supports on-line magnetic stripe technology. Much of the processing technology involved in processing on-line WIC transactions is the same as that used for processing off-line smart card WIC transactions at the host. With some modification, WIC Direct can be readily adapted to handle off-line smart card transactions. There are pros and cons to each technology approach and it is up to Florida WIC to decide which approach best meets the needs of your program.

Settlement and Reconciliation

FIS is highly experienced in settlement and reconciliation procedures and makes use of industry standards and processes. Counting all of FIS’ global financial servicing businesses the company handles over a trillion dollars’ worth of transactions annually. In SNAP and Cash EBT alone, FIS processes and settles during an average month over six million EBT transactions with a dollar value in the tens of millions.

However, we recognize that WIC settlement and reconciliation is a little different than what is typical for SNAP, TANF, and other cash value benefits. With WIC, we are settling and reconciling cash payments to stores based on a change in a quantity of food items held in a WIC household account. This creates a different level of complexity.

During the development of the WIC Direct solution, we worked extensively with our partners in Kentucky and at FNS to design an end-to-end reconciliation process that provides a very high degree of certainty in the total financial integrity of the food benefits component of a WIC Agency’s responsibility. The resulting model, when implemented in its entirety is a multi-step process that will involve active participation from the Florida WIC MIS interfacing with WIC Direct. The end result of the process is to validate that all payments made to an authorized WIC vendor are directly traceable to food benefits authorized to an individual WIC participant. Further, the process is designed to report and reconcile food benefit expenditures back to the correct benefit month, which is the basis for WIC funds grant accounting.

WIC Direct reconciles at the WIC household account level. Individual participant benefit ownership gets lost when the benefits are transmitted to the EBT system. Consequently, the first step in the reconciliation process is to reconcile benefits authorized to participants against benefits issued to households. This is an activity that should be performed within the Florida WIC MIS. It provides assurance that all authorized benefits were issued in the EBT system.

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The second step is to verify that all benefits issued to household accounts by Florida WIC MIS are, in fact, accurately posted to the household account in WIC Direct. The transmission of WIC benefits between Florida WIC MIS and WIC Direct is generally an online real time transaction based operation. Rarely, but sometimes, things go wrong. A transaction does not complete successfully or perhaps a transaction is sent twice. There is also the very unlikely possibility that a criminal hacks the network and benefits are sent to WIC Direct from someone other than Florida WIC MIS. There are security protocols to prevent this, but as we have all seen, cyber crooks are very inventive and resilient.

For these reasons, we designed a confirmation batch file. At the end of each business day, a file is created that has the detail of all benefit issuance (or void) activity. This file is transmitted either from WIC Direct to the Florida MIS of from the Florida MIS to WIC Direct – it is a configurable optional. The receiving partner verifies the content against its own record of the day’s activity to ensure that the two systems reconcile. Benefits available to households in the WIC Direct system are directly traceable to benefits authorized to participants and issued to households in Florida WIC MIS.

WIC Direct maintains a 24-hour business day processing cycle where the actual cutoff time for processing is configurable. Each day, WIC Direct validates that the running system balance of food quantities in each category and subcategory as computed for the cutoff time is equal to yesterday’s running balance summed with the net of activity that occurred during the 24-hour business day. The system is verified to be in balance once every twenty-four hours.

A design goal of WIC Direct was to automate, to the extent possible, operational activities with the intent of limiting or eliminating the need for staff hours involved in system monitoring or the errors inherent in manual monitoring processes. The whole area of reconciliation is one where we believe we have been very successful in achieving this goal. WIC Direct calculates, on a daily basis, control totals of its various household and retailer accounts and automatically cross foots these against each other and the activity files to ensure the system reconciles and is in balance.

If an anomaly is detected, WIC Direct sends out an automated alert to the WIC Direct support team. The WIC Direct support team takes action to research and correct the issue using the many tools and reports that are available in WIC Direct.

The FIS Team takes reconciliation seriously and has implemented a series of processes designed to ensure the financial integrity of the system. Reconciliation requires validation that WIC Direct’s own internal accounting is accurate and secondly requires validation that the WIC Direct accounting is consistent with our financial network exchange partners (i.e. Gateway , direct-connect stores, direct-connect, third-party processors).

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Every day at the close of business, WIC Direct will receive an auto-reconciliation file from the transaction Gateway. This is a list of all of the WIC Direct transactions that the Gateway processed and for which it will make payment to its downstream TPPs. WIC Direct will automatically compare this list to its own internal files to verify that we are in complete agreement as to the set of transactions and the amount of those transactions that are being settled to retailers on that business day. Error conditions will be flagged on reports and an alert will be generated.

WIC Direct internal reconciliation involves the automated comparison of changes in household account balances against amounts settled to retailers. A number of reports are created to document the automatically-calculated and verified internal reconciliation. .

A final step is to verify the amount actually drawn from the clearing account to fund the retailer settlement matches the amount reported by WIC Direct as being settled for that business day.

To complete the end-to-end reconciliation, WIC Direct provides a ―Disposition of Benefits‖ report. This report shows for each benefit month, food benefits that are debited or credited to household accounts by the clinic staff, benefits that are redeemed at authorized merchants and benefits that expire (are unused at the end of the benefit period). This can be produced for a specified household or in total for the Agency. It provides detail information that can be directly reconciled against the food grant funding and the 798 report.

WIC Direct also calculates benefit redemption values, by store and in total, for each benefit month (as identified by the first day to spend for the benefit issuance). This information is also useful in completing the 798 financial reporting required by FNS.

Every day, WIC Direct will provide to the agency a Draw Down report. This documents the amount that will be debited from the EBT clearing account to reimburse stores for WIC redemption transactions and consequently must be transferred (credited) to the clearing account from the State’s funding account.

The FIS Team processes settlement consistently with the model that has been successfully used for EBT accounts for 20+ years. On a daily basis, the WIC Agency is notified of the amount of funds required to reimburse stores for the WIC benefits they redeemed during the most recently completed settlement day. The Agency will take actions to move the requested amount of funds from its Funding Account to the project’s Clearing Account. At the same time, offsetting ACH transactions originated by FIS will be processed against the Clearing Bank that will move the day’s settlement from the Clearing Account to the various TPP and vendor bank accounts. The result is that the activity against the Clearing Account results in a zero dollar net balance.

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There are several ways to accomplish settlement and the FIS Team is open to alternative settlement models that may potentially be better suited to the needs of Florida WIC. WIC is different from SNAP and Cash in that it is a grant-funded program rather than an entitlement. Settlement for SNAP commonly relies upon using the Federal Reserve ASAP system to initiate a draw against a letter of credit at the U.S. Treasury as the mechanism for the daily funding of the Clearing Account. By contrast, WIC grant funds and rebate monies are generally held locally in a State-owned bank account that is refreshed on a periodic basis, but not daily.

For settlement, funds will move from this State-owned funding account into the clearing account. FIS can initiate the transfer to move this money. However, we have found in other projects that there were State restrictions against this practice or at least business processes that limited its feasibility. Further, the Drawdown report that indicates to the State the amount of funds to be moved may not be received until the morning of settlement and the funds must then be wire transferred that same morning.

A solution that we have seen in other projects is to have the State be the owner of the clearing account and further, have the account located in the same bank as the funding account. This accomplishes two things. First, a simple interbank transfer can be used to move the funds. Second, having the account held by the State will reduce any concerns about who is holding the settlement funds and will be paying the stores.

The FIS Team has a great deal of experience with settlement processes and understands that there are options for WIC settlement. We will work with the State to implement whatever solution works best within any needs and constraints that may be present.

Another difference between WIC and SNAP is that the amount of payment requested by a store for a given transaction may not be the amount that is actually paid. The difference is a result of the Agency’s cost containment practices. A not-to-exceed (NTE) price is determined for each product that is allowed for purchase by the WIC program. If the requested price in the redemption transaction for a particular item exceeds the NTE amount, the store will only be paid up to the NTE. This happens at the time of transaction authorization within WIC Direct and is reflected in the daily settlement provided to the store. Information on the approval message sent back to the store indicates which, if any, items were subject to an NTE adjustment and by how much.

4.2.9.2 WIC EBT Program Qualifications and Experience The State will complete planning work in accordance with FNS Handbook 901 prior to consideration of this contract option. Respondents must describe their WIC EBT qualifications and experience and describe their approach for managing, organizing, and staffing (resumes not required) WIC EBT implementation and operations.

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The FIS Team is a leader in the transition of WIC from paper to the electronic delivery of benefits (better known as WIC EBT or e-WIC). The FIS Team currently provides a number of unique services to the WIC community that deliver WIC 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 is a subcontractor for WIC Projects in the Chickasaw Nation, and Kentucky, Nevada, and Vermont.

Table 8-6 presents a summary of our current WIC projects, followed by detailed information about each project.

Table 8-6 FIS WIC Project Profiles CUSTOMER PARTICIPANTS STATE SERVICES PROVIDED SINCE: SERVED  Operations  WIC Transaction Acquiring and Switching Chickasaw Nation 2010 3,500  APL Management  Retailer Management  Settlement and Reconciliation  Operations  Gateway services for Integrated Retailers Kentucky 2010 146,000  Farmers’ Market POS terminal to process WIC CVB (Cash Value Benefit) transactions  Operations  WIC Transaction Acquiring and Switching Nevada 2009 67,000  APL Management  Retailer Management  Settlement and Reconciliation  Design, Implementation and Operations  CVB (Cash Value Benefits) 1995  Client and Retailer Help Desk Vermont (CVV since 13,600  Daily settlement 2009)  State administrative access  Client and Retailer Web Portal access  Card production  Design, Implementation and Operations  WIC transaction acquiring and switching Pilot  CVB (Cash Value Benefits) 49,000 (expected  Client and Retailer Help Desk West Virginia Fall 2011 participants)  Retailer Management (expected)  Daily settlement  State administrative access  Card production

Chickasaw Nation WIC Project

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Customer since 2010 For the Chickasaw Nation WIC agency, FIS, as a subcontractor, provides transaction WIC EBT acquiring for WIC EBT-only terminals, which are routed through the FIS ebtEDGE switch. 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 enables retailers to have the most up-to- date products and maximum price values for each business day. FIS also provides a Retailer Help Desk for all retailers and handles all settlement and reconciliation with the retailers to ensure timely and accurate deposit of funds to their account.

Kentucky WIC EBT Project In cooperation with the USDA, Food and Nutrition Service and the Commonwealth of Customers since 2010 Kentucky WIC Program, our team deployed WIC EBT the ground-breaking, online WIC EBT System, WIC Direct, statewide in Kentucky. WIC Direct is the only open-source, online WIC EBT system and we are offering it to Florida.

As a subcontractor to CDP for the Kentucky WIC EBT Project, FIS provides Gateway services for integrated retailers, including First Data and Wal-Mart, for WIC EBT 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 WIC EBT-only retailers was one of the first online WIC EBT projects able to accomplish this goal. FIS was also responsible for the development of a farmers’ market POS terminal to process WIC CVB transactions for the Kentucky WIC EBT Project. We successfully deployed our wireless payments solution, which now accepts and processes the CVB transactions.

Nevada WIC EBT Project For the Nevada WIC agency, FIS, as a subcontractor, provides transaction Customer since 2009 acquiring for WIC EBT-only terminals that WIC EBT are deployed throughout the State. These stand-alone terminals are connected to the FIS ebtEDGE switch for routing WIC transactions to and from 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 enabling 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

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settlement and reconciliation with the retailers to ensure timely and accurate deposit of funds to their account.

Vermont WIC EBT Project As part of the implementation of the new food package in October, 2009, the State of Customer since 2009 Vermont approached FIS to move their WIC EBT 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, and card production as a part of this solution.

West Virginia WIC EBT Project In 2011, the FIS Team was awarded the contract with the State of West Virginia to Customers since 2011 develop, implement, and operate a WIC WIC EBT EBT system. As with Florida, the FIS Team is a partnership between FIS and CDP. This project will modernize West Virginia’s current paper-based issuance for WIC benefits. The project kicked off in May 2011 and will be implemented in conjunction with the State’s Crossroads WIC information system.

Our project leadership team offers PMI-certified project management, along with WIC EBT experience dating back to the very first WIC EBT initiative in the late 1990s. Our team members have participated in and provided leadership on all of the committees tasked with the development of WIC EBT standards, including the FReD, X9.93 technical specifications, EBT Operating Rules, Technical Implementation Guide, Universal Interface, and the integrated vendor certification processes. The people that will be assigned to the State of Florida design, development and implementation efforts have previous hands-on experience with WIC EBT.

The FIS Team, being offered to the State, is the most experienced and skilled staff of EBT and WIC professionals available in today’s marketplace. We have complete confidence that our team will be able to implement an innovative EBT solution that is compliant with every one of the needs and requirements identified in the ITN.

By its nature, WIC EBT is a public/private sector partnership that requires active and willing participation of the retail grocer community as the benefit access point for the

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government provided WIC benefits. For an online EBT solution, it also includes the participation of commercial payment network entities to move transactions from the stores to the State’s authorization system and to settle those approved redemptions. Bringing all of the players and components together to provide a seamless smoothly running electronic benefit redemption system is a major challenge that requires understanding, industry know-how, and real work.

We recognize that having WIC EBT integrated with the mainstream grocer payment platforms is the pinnacle for WIC EBT in the checkout lane. The FIS Team addresses this real need in two ways.

First, the WIC Direct processing solution already has operating interfaces that include national retailers (such as Wal-Mart and Kroger), the major third-party networks (such as First Data and Fifth Third), and the major grocer technology providers (such as IBM, Store Next/Retalix, and MTX). These are all proven interfaces that will be ported directly to the State, meaning that a Wal-Mart or Kroger affiliate in Florida is already WIC EBT capable. We are continually adding new exchange partners to our proven set of EBT partners. It should not be long before the majority of national and regional grocery chains and grocer payment platforms (ECRs) are all WIC EBT capable according to the national model.

Second, our strategy is to actively engage the retail community in WIC EBT. We have a full-time team, recruited from the private sector grocer payment industry, whose only job is to get stores, TPPs, and POS providers WIC EBT capable. We work hard to build relationships with the industry participants, develop the technical standards, provide technical assistance, make test platforms available, and undertake WIC solution certifications.

We believe that this level of commitment to retailer integration makes our proposal and team unique. We know that our expertise and commitment to store integration will serve the State well as it moves into electronic redemptions.

APPENDIX- SAMPLE PROJECT DELIVERABLES

Detail Functional Retailer Enablement Project Management Integrated retailer Test Plan.docx Design.docx Plan.docx Plan.docx test scripts.xls

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—END OF TAB 8—

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