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STATE of MICHIGAN CENTRAL PROCUREMENT SERVICES Department of Technology, Management, and Budget 525 W

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STATE of MICHIGAN CENTRAL PROCUREMENT SERVICES Department of Technology, Management, and Budget 525 W STATE OF MICHIGAN CENTRAL PROCUREMENT SERVICES Department of Technology, Management, and Budget 525 W. ALLEGAN ST., LANSING, MICHIGAN 48913 P.O. BOX 30026 LANSING, MICHIGAN 48909 CONTRACT CHANGE NOTICE Change Notice Number 1 to Contract Number 200000002198 Program Fidelity Information Services, LCC Manager Various MDHHS CONTRACTOR 601 Riverside Avenue STATE Jacksonville, FL 32204 Administrator Kim Bynan Contract Joy Nakfoor DTMB 414-577-9861 (517) 249-0481 [email protected] [email protected] VC0006630 CONTRACT SUMMARY ELECTRONIC BENEFITS TRANSFER (EBT) FOR SNAP AND WIC PROGRAMS INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE INITIAL AVAILABLE OPTIONS EXPIRATION DATE BEFORE November 1, 2020 September 14, 2027 1 - 3 Year September 14, 2027 PAYMENT TERMS DELIVERY TIMEFRAME N/A ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING ☐ P-Card ☐ PRC ☐ Other ☐ Yes ☒ No MINIMUM DELIVERY REQUIREMENTS N/A DESCRIPTION OF CHANGE NOTICE OPTION LENGTH OF OPTION EXTENSION LENGTH OF EXTENSION REVISED EXP. DATE ☐ ☐ September 14, 2027 CURRENT VALUE VALUE OF CHANGE NOTICE ESTIMATED AGGREGATE CONTRACT VALUE $22,655,691.55 $0.00 $22,655,691.55 DESCRIPTION Effective August 24, 2021, the new Go Live date is August 29, 2021. As of the Go Live, pricing is updated to: - SNAP CSR Cost per Minute is $0.699 (per the attached Schedule B – MDHHS SNAP Pricing, II. Call Center/Telecommunication). - WIC Cost per Case Month is $0.414 (per the attached Schedule B – MDHHS WIC Pricing, A. Cost Per Case Month). All other terms, conditions, specifications and pricing remain the same. Per contractor and agency agreement, and DTMB Central Procurement approval. CHANGE NOTICE NO. 1 TO CONTRACT NO. 200000002198 Program Managers for Multi-Agency and Statewide Contracts AGENCY NAME PHONE EMAIL MDHHS Andrew Piper 517-241-9881 [email protected] MDHHS Christina Herring 517-335-8448 [email protected] CN 1 – 200000002198 SCHEDULE B PRICING SCHEDULE B – MDHHS SNAP Pricing II. CALL CENTER / TELECOMMUNICATION Transaction Type Est. Monthly Usage Cost Annual Cost Payphone charges (per call) 300 $0.75* $2,700 IVRU Cost Minute 1,800,000 $0.0350 $756,000.00 CSR Cost per Minute 140,000 $0.6990 $1,174,320.00 Total $1,933,020.00 * The FDC controls the rate of Payphone charges. FIS will pass thru the FDC rate to the State. The current rate is $0.75/call, however, this rate may change at any time based on FDC decisioning. SCHEDULE B – MDHHS WIC Pricing A. Cost Per Case Month WIC Cost Per Case Est. Annual Cost Per Case Annual Cost Total Contractual (Household) Month Usage (Household) Cost (7 years) WIC Cost Per Case Month 130,000 $0.414 $622,440.00 $4,357,080.00 STATE OF MICHIGAN PROCUREMENT Department of Technology, Management & Budget – Central Procurement Services 525 W Allegan St, Lansing, MI 48933 P.O. Box 30026, Lansing, MI 48909 NOTICE OF CONTRACT NOTICE OF CONTRACT NO. 200000002198 . between THE STATE OF MICHIGAN and Various DHHS Fidelity Information Services, LLC (FIS) 601 Riverside Avenue Program Manager Jacksonville, FL 32204 Joy Nakfoor DTMB - Kim Bynan STATE CPS (414) 577-9861 517-249-0481 Contract CONTRACTOR [email protected] Administrator [email protected] VC0006630 CONTRACT SUMMARY DESCRIPTION: Electronic Benefits Transfer (EBT) for SNAP and WIC programs INITIAL AVAILABLE EXPIRATION DATE BEFORE INITIAL EFFECTIVE DATE INITIAL EXPIRATION DATE OPTIONS CHANGE(S) NOTED BELOW November 1, 2020 September 14, 2027 1 – 3 year PAYMENT TERMS DELIVERY TIMEFRAME Net 45 N/A ALTERNATE PAYMENT OPTIONS EXTENDED PURCHASING ☐ P-card ☐ Payment Request (PRC) ☐ Other ☐ Yes ☒ No MINIMUM DELIVERY REQUIREMENTS N/A MISCELLANEOUS INFORMATION THIS IS NOT AN ORDER: This Contract Agreement is awarded on the basis of our inquiry bearing the Solicitation # 190000001593. Orders for delivery will be issued through the issuance of a Delivery Order (DO). ESTIMATED CONTRACT VALUE AT TIME OF EXECUTION $ 22,655,691.55 CONTRACT NO. 200000002198 Program Managers for Multi-Agency and Statewide Contracts AGENCY NAME PHONE EMAIL MDHHS - SNAP Andrew Piper Office: (517) 241-9881 [email protected] Cell: (517) 285-8747 MDHHS - WIC Christina Herring-Johnson Office: (517) 335-8448 [email protected] Cell: (517) 243-7930 0 CONTRACT NO. 200000002198 FOR THE CONTRACTOR: Company Name Authorized Agent Signature Authorized Agent (Print or Type) Date FOR THE STATE: Signature Name & Title Agency Date 1 Contract # 200000002198 STATE OF MICHIGAN Electronic Benefit Transfer (EBT) for Food and Cash Benefit Services and Women, Infants and Children (WIC) for MDHHS Table of Contents Title Page Standard Contract Terms 5 Schedule A – Statement of Work Background 23 Scope 24 1. Requirements 1.1. General Requirements 24 1.2. Special Requirements 27 1.3. Technical Environment 28 1.4. Deliverables 29 1.5. Errors 30 1.6. Functional Requirements 30 1.7. Performance and Technical Standards 30 1.8. System ease of use 30 1.9. Minimum card requirements 30 1.10. POS terminals 30 1.11. Transaction receipts 30 1.12. Performance bonding 31 1.13. Minimum transaction set 31 1.14. Interoperability 31 1.15. Concentrator Bank Responsibilities 31 1.16. Re-Presentation 31 1.17. Store and Forward 31 1.18. State Agency Requirements for Photo EBT Card Implementation 31 1.19. SNAP EBT Card Issuance 31 1.20. WIC Technical Implementation Guide 32 1.21. SNAP EBT Card Replacement 32 1.22. Activate Michigan SNAP EBT Card 32 1.23. De-Activate Michigan SNAP EBT Card 32 1.24. SNAP EBT Card Suspension for Invalid PIN Attempts 34 1.25. SNAP EBT Issue PIN 34 1.26. SNAP EBT Assign PIN 34 1.27. SNAP EBT Client Account Maintenance 34 1.28. SNAP EBT Transaction Processing 36 1.29. SNAP EBT Retail Merchant Management 39 1.30. SNAP EBT Settlement 40 1.31. Online Application for Administrative and Client Access 42 1.32. Online Application Administrative Access Security 43 2. SNAP EBT Service Requirements 2.1. Card Specifications (SNAP and WIC) 43 2.2. Card Security Specifications 45 2.3. SNAP EBT PIN Issuance and Management 46 2.4. SNAP EBT Benefit Access via the Card 47 2.5. Processing Technology 47 2.6. SNAP EBT EBT Account Structure 48 1 Contract # 200000002198 2.7. EBT Account Types 49 2.8. EBT Account Number 49 2.9. SNAP EBT Primary Program Designation for Cash Withdrawals 50 2.10. System Interface Requirements 50 2.11. Equipment Services 50 2.12. Administrative Transaction Functionality 50 2.13. Authorized Representatives 50 2.14. Terminal Deployment in Authorized Food Assistance Stores 51 2.15. Contractor Marketed POS Services and Terminals 52 2.16. Third Party Processors (TPP) 52 2.17. POS Terminal Processing Standards 52 2.18. POS Terminal Support Services 53 2.19. Merchant Agreements 53 2.20. Regulatory Provisions 53 2.21. Application of EBT POS Functionality 53 2.22. Transaction Fee Accounting 53 2.23. Adding Program Benefits to an Existing Card 54 2.24. SNAP EBT Replacement issuances and cards to households 54 3. Interface Requirements 54 3.1. Server to Server 54 3.2. Recipient and Benefit Identification 54 3.3. SNAP EBT Transaction Processing 55 3.4. Access Device 55 3.5. Online Communications 55 3.6. WIC EBT System Design and Interface Considerations 55 4. Women, Infants, and Children (WIC) EBT Requirements 59 4.1. Account Set-up and Benefit Authorization 59 4.2. Card Issuance/Replacement and PIN Selection 60 4.3. Training and Training Materials 61 4.4. Client Account Management 62 4.5. Transaction Processing 66 4.6. Customer Service 69 4.7. WIC Authorized Vendor Participation 69 4.8. WIC EBT Settlement 71 4.9. WIC EBT Base Service Requirements 71 5. Training and Training Materials 75 6. Service Level Agreements (SLAs) 6.1. Time Frames 78 6.2. Additional Regulatory Requirements 78 6.3. Acceptance 85 6.4. Testing Requirements 86 7. Staffing 7.1. Work Hours 87 7.2. Key Personnel 87 7.3. Customer Service Toll-Free Number 89 7.4. Project Management Staffing 89 7.5. Disclosure of Subcontractors 89 7.6. Meetings 90 8. Customer Service 8.1. Required Service Groups 90 8.2. Customer Service Performance Reports 92 8.3. Customer Service Performance Standards 93 9. Project Management/Project Implementation Plan 94 2 Contract # 200000002198 9.1. EBT Project Schedule 94 9.2. Project Wide Conversion and Implementation Plan 95 9.3. Design Phase 96 9.4. Development Phase 98 9.5. Transition Phase 101 9.6. Operations Phase 104 9.7. Reports 104 9.8. Issue Management 105 9.9. Risk Management 105 10. Escalation and Vendor Performance 105 11. Reports 106 12. IT Specific Standards 12.1. IT Policies, Standards and Procedures (PSP) 113 12.2. Enterprise IT Policies, Standards and Procedures 113 12.3. Secure Web Application Standard 113 12.4. Secure Application Development Life Cycle (SADLC) 113 12.5. Acceptable Use Policy 114 12.6. Look and Feel Standard 114 12.7. Mobile Responsiveness 114 12.8. ADA Compliance 114 12.9. Federation/Single Sign-on (SSO) 114 12.10. End-User Operating Environment 114 12.11. Web Browsers 114 12.12. Mobile 115 12.13. Security 115 12.14. Capacity 115 12.15. Access Control and Audit 115 12.16. Hosted Services 116 12.17. SUITE Documentation 116 12.18. Agency Specific Standards 117 13. Pricing 13.1. Price Term 117 13.2. Price Changes 117 13.3. Additional Price Conditions 118 14. Ordering 118 15. Invoice and Payment 15.1. Invoice Requirements 118 15.2. Payment Methods 118 16. Security and Audit Requirements 118 Schedule B – Pricing and Fees 128 Schedule E – Support Services and Service Level Agreement for Hosted Services 142 Exhibit 1 to Schedule E (as applicable) – Contractor Hosted Software and Services 148 Schedule F (as applicable) – Data
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