href="mailto:purchasing@adm.idaho.gov">purchasing@adm.idaho.gov DOP - Various Locations Ship To Address DOP - Various State Agencies State of Idaho Various Locations See Below for Details on Specific Locations Various, Idaho 83702 Phone: Fax: Email: 208-327-7465 208-327-7320 purchasingadm.idaho.gov Mail Stop: DOP - Various Locations Instructions SBPO1 391, Statewide Purchasing Card Services for the State of Idaho (the “Contract”) is renewed for an additional period of time, as provided above. All of the terms and conditions contained in the Contract shall remain in full force and effect, except as expressly modified herein. Contractor’s signed renewal letter is attached and incorporated herein by reference. Note: The dollar amount listed in the contract renewal pricing is an estimate and cannot be guaranteed. The actual dollar amount of the Contract may be more or less depending on the orders placed by the State; or may be dependent upon the specific terms of the Contract. Contract History: Contract initial term: 8/1/12 — 7/31/17. Estimated amount for initial term: $310,000,000.00. Change Order Summary SBPO1391 AC-i 06 2 Amendment 1 value: $0.00. Amendment 2 value: $0.00. Amendment 3 value: $0.00. Amendment 4 value: $0.00. Amendment 5 value: $0.00. Contract first renewal term: 8/1/17 — 7/31/18. Estimated amount for this term: $60,000,000.00. Contract second renewal term: 8/1/18 — 7/31/19. Estimated amount for this term: $62,000,000.00. Contract third renewal term: 8/1/19 — 7/31/20. Estimated amount for this term: $75,000,000.00. Total estimated contract value: $507,000,000.00. NOTE: The amounts shown in Contract History are spend amounts. There are no state funds paid to the Contractor under contract SBPO1391. Items Supplier Quantity Back Order Unit Unit Price TotalPart Number 94635 1.00 0 ANN 75,000,000.00 $75,000,000.00 Item Description #1 Contract renewal term: August 1, 2019 through July 31, 2020. F Delivery Date: April 05, 2017 Shipping Method: Delivery Shipping Instructions: Ship FOB: Attachment(s) Special Instructions: Sub-Total (USD) $75,000,000.00 Estimated Tax (USD) $0.00 TOTAL: (USD) $75,000,000.00 Note: If there is a y next to an item’s unit price, that indicates that the price has been discounted. Signature Signed By: Jason R. Urquhart BRAD LITTLE Governor BRYAN MOONEY Director D. KEITH REYNOLDS Administrator State of Idaho Department of Administration Division of Purchasing 304 N 8th Street, Rm 403 (83702) P. 0. Box 83720 Boise, ID 83720-0075 Telephone (208) 327-7465 Fax: 208-327-7320
http://purchasing.idaho.gov April 5, 2019 Bank of America Attn: Jeffrey Moore VIA E-MAIL TRANSMISSION jeffrey.b.moore © baml.com RE: Renewal of Contract SBPO1 391, a Contract for Purchasing Card for the various State of Idaho Agencies, Institutions, and Departments Expiring 7/31/2019 The State of Idaho would like to renew the above referenced contract for a period of One (1) Year. The contract renewal period is August 1, 2019 to July 31, 2020. The same terms and conditions prevail for the contract renewal period, except as expressly modified herein. If the terms of this renewal letter are acceptable to your company, please sign below and mail, fax (208.327.7320) or e-mail (
purchasing@adm.idaho.gov) to the Division of Purchasing. If you need to update the contact information for this contract, please do so below. Please update your IPRO profile as well, if necessary, in order to continue to receive e-mail notifications through the IPRO System. Thank you for your consideration in this matter. Sincerely, Contractor agrees to the terms detailed above: son Urquhart Idaho Division of Purchasing COMPANY: BY: DATE: (Signature) (Printed Name) UPDATED CONTACT INFORMATION for SBPO1391: E-mail Contact Name Title Address Phone Fax SBPO Renewal Letter Revised 01/05/16 Bank of America Jeffrey B. Moore 22 April 2019 Jeffrey B. Moore Director, Senior Client Manager 300 South Fourth Street, Suite 200 NV1-119-02-10 Las Vegas, Nevada 89101 702.824.9090 214.672.8772
jeffrey.b.moore@baml.com 1 I EW-IO State of Idaho CHANGE ORDER -05 PLEASE DO NOT DUPLICATE THIS ORDER. Change Order Summary Purchase Order SBPO1 391Number: Supplier Peter Sullivan BANK OF AMERICA 800 5th Aye, 34th Floor Seattle, WA 98104 Phone: 206-358-8935 Fax: 206-585-9120 Change Order Date: June 11,2018 Email:
peter.j.sullivan@baml.com Service Start Date: Service End Date: Payment Method: Payment Terms: Currency FOB Instruction: Attachment(s): August 1, 2018 July31, 2019 Invoice NET3O USD Destination ChangeLog.htm :Purchase Order Change Buyer Contact Jason Urquhart Tel:208-332-1608 Fax: 208-327-7320
jason.urquhart@adm.idaho.gov Contract Number: Bill To Address DOP - Various State Agencies State of Idaho Various Locations See Below for Details on Specific Locations Various, Idaho 83702 Phone: Fax: Email: Mail Stop: 208-327-7465 208-327-7320 purchasingadm.idaho.gov DOP - Various Locations Ship To Address DOP - Various State Agencies State of Idaho Various Locations See Below for Details on Specific Locations Various, Idaho 83702 Phone: Fax: Email: Mail Stop: 208-327-7465 208-327-7320
purchasing@adm.idaho.gov DOP - Various Locations Instructions SBPO1 391, Statewide Purchasing Card Services for the State of Idaho (the “Contract”) is renewed for an additional period of time, as provided above. All of the terms and conditions contained in the Contract shall remain in full force and effect, except as expressly modified herein. Contractor’s signed renewal letter is attached and incorporated herein by reference. Note: The dollar amount listed in the contract renewal pricing is an estimate and cannot be guaranteed. The actual dollar amount of the Contract may be more or less depending on the orders placed by the State; or may be dependent upon the specific terms of the Contract. Contract History: Contract initial term: 8/1/12 — 7/31/17. Estimated amount for initial term: $310,000,000.00. Account Number: AC-i Revision Number: 05 2 Amendment 1 value: $0.00. Amendment 2 value: $0.00. Amendment 3 value: $0.00. Amendment 4 value: $0.00. Amendment 5 value: $0.00. Contract first renewal term: 8/1/17 — 7/31/18. Estimated amount for this term: $60,000,000.00. Contract second renewal term: 8/1/18 — 7/31/19. Estimated amount for this term: $62,000,000.00. Total estimated contract value: $432,000,000.00. NOTE: The amounts shown in Contract History are spend amounts. There are no state funds paid to the Contractor under contract SBPO1 391. Items Part Number Quantity Back Order Unit Unit Price Total 94635 1.00 0 ANN 62,000,000.00 $62,000,000.00 Item Description #1 Contract renewal term: August 1, 2018 through July 31, 2019. ? Delivery Date: April 05, 2017 Shipping Method: Delivery Shipping Instructions: Ship FOB: Attachment(s) Special Instructions: Sub-Total (USD) $62,000,000.00 Estimated Tax (USD) $0.00 TOTAL: (USD) $62,000,000.00 Note: If there is a . next to an item’s unit price, that indicates that the price has been discounted. Signature: Signed By: Jason R. Urquhart C.L. “Butch” OTTER Governor ROBERT L. GEDDES Director SARAH HILDERBRAND Administrator June 8,2018 Bank of America Attn: Jeffrey Moore State of Idaho Department of Administration Division of Purchasing 304 N 8th Street, Rm 403 (83702) P. 0. Box 83720 Boise, ID 83720-0075 Telephone (208) 327-7465 Fax: 208-327-7320 VIA E-MAIL TRANSMISSION jeffrey.b.moore © baml.com RE: Renewal of Contract SBPO1 391, a Contract for Agencies, Institutions, and Departments Expiring 7/31/2018 Purchasing Card for the various State of Idaho The State of Idaho would like to renew the above referenced contract for a period of One (1) Year. The contract renewal period is August 1, 2018 to July 31, 2019. The same terms and conditions prevail for the contract renewal period, except as expressly modified herein. If the terms of this renewal letter are acceptable to your company, please sign below and mail, fax (208.327.7320) or e-mail (
purchasinq@adm.idaho.gov) to the Division of Purchasing. If you need to update the contact information for this contract, please do so below. Please update your IPRO profile as well, if necessary, in order to continue to receive e-mail notifications through the IPRO System. Thank you for your consideration in this matter. Sincerely, Contractor agrees to the terms detailed above: 77 / Jason Urquhart / Idaho Division of Purchasing COMPANY: BY: DATE: (Signature) (Printed Name) UPDATED CONTACT INFORMATION for SBPO1391: E-mail Contact Name Title Address Phone Fax SBPO Renewal Letter Revised 01/05/16 Bank of America, N.A. Jeffrey B. Moore 08 June 2018 EXHIBIT 1 New User Registration By clicking the Accept button below: 1. You agree to the Terms of Use. 2. You agree to receipt in electronic form within online PIN Check of the Terms of Use, all updates to the Terms of Use and all disclosures, notices and other communications regarding online PIN Check. 3. 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State of Idaho CHANGE ORDER - 02 PLEASE DO NOT DUPLICATE THIS ORDER. Change Order Summary Supplier Purchase Order Number: SBPO1391 Peter Sullivan BANK OF AMERICA 800 5th Ave, 34th Floor Seattle, WA 98104 Phone: 206-358-8935 Fax: 206-585-9120 Email:
peter.j.sullivan@baml.com Buyer Contact Jason Urquhart Tel:208-332-1608 Fax: 208-327-7320
jason.urquhart@adm.idaho.gov Account Number: AC-1 Revision Number: 02 Change Order Date: March 9, 2015 Service Start Date: August 1, 2012 Service End Date: July 31, 2017 Payment Method: Invoice Payment Terms: No Payment Termsspecified Currency USD FOB Instruction: Destination Attachment(s): ChangeLog.htm :Purchase Order Change Contract Number: Bill To Address Ship To Address DOP - Various State Agencies State of Idaho Various Locations See Below for Details on Specific Locations Various, Idaho 83702 DOP - Various State Agencies State of Idaho Various Locations See Below for Details on Specific Locations Various, Idaho 83702 Phone: 208-327-7465 Phone: 208-327-7465 Fax: 208-327-7320 Fax: 208-327-7320 Email:
purchasing@adm.idaho.gov Email:
purchasing@adm.idaho.gov Mail Stop: DOP - Various Locations Mail Stop: DOP - Various Locations Instructions SBPO1391, Statewide Purchasing Card Services for the State of Idaho (the “Contract”) is amended effective March 5, 2015. All of the terms and conditions contained in the Contract shall remain in full force and effect, except as expressly modified herein. SBPO1391 is amended as follows: This contract is amended per the attached document with the heading "AMENDMENT NUMBER 4 TO THE STATEWIDE PURCHASING CARD SERVICES CONTRACT". (See the document with the document file name "Amendment 4 to SBPO1391.pdf".) NO OTHER CHANGES NOTED. Items Supplier Part Number Quantity Back Order Unit Unit Price Total WebProcure: Request And Workflow
https://webprocure.perfect.com/WebDriver?ACT=RptPOSuppAct&EID... 1 of 2 3/24/2015 7:51 AM 94635 5 0 ANN $40,000,000.00 $200,000,000.00 Item Description #1 Initial contract term. Delivery Date: March 6, 2015 Shipping Method: Delivery Shipping Instructions: Ship FOB: Attachment(s) Special Instructions: Sub-Total (USD) $200,000,000.00 Estimated Tax (USD) $0.00 TOTAL: (USD) $200,000,000.00 Note: If there is a next to an item's unit price, that indicates that the price has been discounted. Signature : Signed By : WebProcure: Request And Workflow
https://webprocure.perfect.com/WebDriver?ACT=RptPOSuppAct&EID... 2 of 2 3/24/2015 7:51 AM July 24, 2012 State of Idaho Technical Specifications Statewide Purchasing Card Services RFP02425 State of Idaho Technical Specification for Purchasing Card Services – RFP02425 ii Table of Contents Table of Contents ............................................................................................................................................ ii 1.0 Program Support ................................................................................................................................ 3 2.0 Customer Support ........................................................................................................................... 5 3.0 Purchasing Card Program ................................................................................................................ 9 4.0 Training ........................................................................................................................................... 27 5.0 Card Control and Security ................................................................................................................. 30 6.0 Reports ............................................................................................................................................ 48 7.0 On‐line Capabilities .......................................................................................................................... 62 8.0 Public Sector Participation ................................................................................................................ 78 9.0 Payment and Late Fees ..................................................................................................................... 79 State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 3 1.0 Program Support Organizational Structure Our team approach provides the State with multiple levels of expertise and support in client management, client service and purchasing card services. The following outlines the multi‐level support the State will receive as a valued Bank of America client. Pete Sullivan Client Manager The Client Manager is the State’s designated representative and will oversee the State’s relationship and will coordinate the resources of the bank. Jesse Gonzalez, Account Manager The Account Manager, will provide strategic program design, development and direction upon completion of implementation throughout the life of your program with Bank of America. The Account Manager will be the key communications contact to ensure that overall customer satisfaction and the Bank of America Card Program meets the needs of the State of Idaho. The Account Manager functions as a consultative resource, keeping the State of Idaho updated on our most recent product innovations, as well as new trends in the Card industry, networking and benchmarking with other similar types of accounts. Additionally, the Account Manager will serve as the State of Idaho's first point of contact for any program issues and will provide constant monitoring and regular reporting to help ensure that your program is running as efficiently as possible. Jeff Moore, Senior Treasury Solutions Officer The Treasury Solutions Officer will be the primary contact for treasury management services, which includes all payment and receipt services along with effective management of cash on hand. Beverly Drury, Card Specialist The Card Specialist is responsible for the overall sale of your card program including contract negotiations and introducing the implementation process. Once the State has completed the contract phase, the Specialist will assist the State in bringing on new members to the card program for the term of our contract. Joseph Leonard, Dedicated Account Specialist The Dedicated Account Specialist partners with the State’s Program Administrators and the Account Manager at Bank of America, to maintain the daily operations of the State’s card program. The Dedicated Account Specialist provides servicing at the Program Administrator level for general account support and research, statement requests, program maintenance and she troubleshoots issues for the State concerning their program. The Dedicated Account Specialist also offers advice to clients on the best way to meet their program objectives within the structure of the bank’s systems and product offerings. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 4 Pam Stallings, Implementation Engineer The implementation engineer will oversee the ramp‐up of your card program and will be supported by an implementation team who will handle the initial programming and configuration. The Implementation Engineer will arrange a high level meeting with all key personnel. This meeting will be used as the official kick‐off of the implementation/ conversion process. In addition to conducting a “gap” analysis of your current systems and processes, your implementation engineer will coordinate the overall Card Program implementation/Transition. Bank of America Desk The Technical Help Desk provides technical support for your program. They will provide technical support throughout the life of your contract by assisting with any technical problems that the State may encounter. The Technical Help Desk can be reached Monday through Friday from 6 a.m. to 7 p.m. Mountain time, toll‐free 888.317.2638. Bank of America Toll‐Free Customer Call Center 24/7 Bank of America Customer Service Representatives (CSRs) assists with cardholder inquiries. The State’s assigned program administrator or cardholders may call our domestic toll‐free number anytime regarding various queries including cardholder complaints, receipt of payment, disputes and lost or stolen cards. For international customer service, your cardholders will be provided with our collect numbers for toll‐free assistance. State cardholders will have the opportunity to access our customer service representatives toll‐free and directly, thereby bypassing the automated Voice Response Unit (VRU). State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 5 2.0 Customer Support 2.1 Toll‐free telephone card assistance numbers Bank of America provides the following toll‐free telephone card assistance number to report lost or stolen cards: 1.800.300.3084 The State will need to assign a program administrator for your Purchasing card program. The program administrator or cardholders may call our customer service representatives seven days a week, 24 hours a day, 365 days a year (7x24x365) at the domestic toll‐free number anytime regarding inquiries into lost or stolen cards, billing inquiries and disputes. For a faster and efficient alternative, lost/stolen cards can be reported online via our Works® purchasing card management platform. These cards will be closed in real‐time and your program administrator can also order replacement cards via Works. 2.2 Customer account representative Joseph Leonard is your first point of contact for the State’s program administrators. He is your dedicated account specialist and will be available toll‐free, Monday through Friday. Joseph does have a backup assigned when he is not available. Phone calls can be routed to the next available account specialist should the State opt not to leave a message for him to return your call. Calls received after business hours are routed to the Customer Call Centers which have been trained to assist our valued public sector clients and large corporate clients. 2.3 Customer service responsibilities and chain of command for problem resolution The State’s dedicated account specialist, Joseph Leonard will be the State’s primary contact for day‐to‐day needs, as well as a conduit for escalating service issues and will be familiar with the State and its needs. The Bank of America account specialist and customer service representatives assist with cardholder inquiries. The program administrator or cardholders may call our domestic toll‐ free number anytime regarding various queries including cardholder complaints, receipt of payment, disputes and lost or stolen cards. For international customer service, your cardholders will be provided with our collect numbers for toll‐free assistance. The State’s cardholders will have the opportunity to access Bank of America customer service representatives toll‐free and directly, thereby bypassing the automated Voice Response Unit (VRU). State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 6 The account specialist or customer service representative will be able to handle any servicing questions. If they can not resolve an issue, they will engage their manager who will make sure the issue is resolved to the State’s satisfaction. 2.4 Customer Service Response Policy, Processes and Time Frames Bank of America practices a Customer Satisfaction process for our Customer Call Center, Technical Help Desk and Client Level Support. Calls are monitored and measured against the following quality indicators: Percentage of calls handled Percentage of calls abandoned Service level percentage Average speed of answer (minutes: seconds) Our Response SLA is for all incoming calls to be answered 100% within 60 seconds. Performance measures are recorded daily, reported to senior management monthly and reviewed by departmental managers for process improvement and quality assurance. Customer Service Round the Clock Availability 24 Hour Customer Service We have a toll‐free number (800.300.3084) for cardholder inquiries as well as a Web site and voice response system that is available 24/7. In addition, Works is available 24 hours per day/7 days a week and all cardholder maintenance can be performed online from any computer with internet access. Technical Help Desk The Technical Help Desk provides technical support for your program throughout the life of your contract by assisting with any technical problems that the State may encounter. Program administrators calling into the Technical Help Desk will be able to choose a separate option for their use only within the current call routing message. This option will be staffed with our most experienced and knowledgeable associates and is designed to bring greater first call resolution to clients. In addition, Bank of America has added associates to the Technical Help Desk to reduce wait times and expedite e‐mail responses back to clients. The Technical Help Desk can be reached Monday through Friday from 6 a.m. to 7 p.m. Mountain by dialing 888.317.2638. Telephone Average Response Times State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 7 Call Center Customer Service Results Bank of America practices a Customer Satisfaction process for our Customer Call Center, Technical Help Desk and Client Level Support. Calls are monitored and measured against the following quality indicators: Percent of calls handled/abandoned Service Level percent Average speed of answer (minutes: seconds) Performance measures are recorded daily, reported to senior management monthly and reviewed by departmental managers for process improvement and quality assurance. Six Sigma We were the first bank in the United States to adopt Six Sigma ‐ a quality improvement process designed to create a virtually error free work environment Six Sigma tools and methodology are being used throughout the company to redesign processes that cross boundaries of business lines, support units and delivery channels The discipline has created huge improvements in the efficiency and effectiveness of key processes and has driven cost savings, customer delight and revenue Performance Metrics Our Call Center is continuously monitored and our associates’ customer service is evaluated Statistics measured include: The number of calls received, handled and abandoned Answer rate Average speed of answer We perform better than the industry standards in a number of Call Center categories Call Monitoring Bank of America employees, including executives, supervisors and managers, monitor random calls into our Customer Call Center, Technical Help Desk and Client Level Support These associates are able to provide feedback to Call Center operators and their managers to ensure quality assistance and support to our clients Client Conferences Unlike our competitors, we host conferences for our public sector and corporate clients These conferences provide program administrators the opportunity to benchmark and network with other counterparts and to provide feedback about our card programs State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 8 Customer Service Contacts Job Title Responsibility Hours Contact Name Card Account Manager Oversee and manage the implementation of the purchasing card program and ongoing relationship 8 a.m. to 5 p.m. Pacific Jesse Gonzalez Account Specialist Day‐to‐Day Customer Service 6 a.m. to 4 p.m. Mountain Calls received after business hours are routed to the Customer Call Centers Joseph Leonard Client Level Support Backup for Account Specialist 6 a.m. to 4 p.m. Mountain Calls received after business hours are routed to the Customer Call Centers Team of highly trained professionals to assist if Joseph is not available and you need immediate assistance Call Center Customer Service 24 hour support 24 hours, 7 days a week Call Center Technical Help Desk Technical Support 6am to 7pm Mountain Call Center Senior Client Manager Oversee the entire relationship 7:30am to 5pm Mountain Pete Sullivan State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 9 3.0 Purchasing Card Program Implementation Jesse Gonzalez will oversee and mange the implementation of the State’s purchasing card program. He will provide the training and resources for the State’s staff. Jesse will provide a card program guide that explains each of these resources as well as defining which of them will be the best place to turn for various program questions or requests. Bank of America offers both Visa and MasterCard as options. This allows our clients the option to select between two programs with unsurpassed Merchant Acceptance. Bank of America has great confidence in both providers and feels either program will be an excellent choice for the State. The choice is the State’s to make during implementation. For the purpose of our document, we will be responding with Visa. The Bank of America Purchasing Card solution, which includes the Works application, will support the following card programs listed below. small purchases (in most cases up to $5,000 per transaction) high dollar “emergency” cards ghost card accounts and plastic‐less card accounts for procurement systems and/or by assigning them to a particular vendor custom limit cards by Agency, Institution, Political Subdivision, Authority liability The Bank of America Purchase Card Workflow Options in Works State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 10 Corporate Purchase Card The Bank of America Corporate Purchase Card is a non‐revolving charge card designed to help organizations efficiently streamline their Purchasing and Accounts Payables Operations. Benefits Enhanced data capture at the point‐of‐sale assists in allocating data to your General Ledger for auditing, tax reporting and cost allocation Works streamlines your card program management and reporting online Flexible cardholder authorization control capabilities help maintain your spending policies and procedures Customer Service helps meet your needs 24 hours a day, seven days a week Works’ enhances purchasing card control capabilities online The Visa Liability Waiver Program protects the State against eligible losses that might be incurred through card misuse by a terminated employee. The program waives certain eligible charges in the event that one of your employees misuses Commercial card privileges. The Liability Waiver Program provides protection up to $100,000 for Companies that have five or more Commercial Cards in the United States. While cardholder misuse is rare, Bank of America and Visa have recognized that it does occur. The Visa Liability Waiver Program is an insurance program that is provided to the State at no cost and protects the State of Idaho against eligible losses that may be incurred through card misuse by a terminated employee. This coverage is included in the Bank of America Visa Corporate Purchasing Card programs and based on the terms of the misuse insurance, will provide up to $100,000 reimbursement of eligible losses per cardholder. Visa_Liability_Waiver -Misuse_Insurance_C $500,000 Travel Accident Insurance 1. Offered on both MasterCard and Visa Card Programs 2. Insurance provided through Chubb Insurance Description of Coverage: Refer to $500,000 Travel Accident Insurance Description of Coverage to understand the following benefits: (1) Eligibility; (2) Coverage $500,000_Travel_Ac cident_Insurance.doc State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 11 Claims: Contact Plan Administrator (CBSI) at: Cardholder Brokerage Services, Inc., 550 Mamaroneck Ave, Harrison, NY 10528 Contact Chubb at 1‐800‐252‐4670 if you have questions about an existing claim Improve cycle times for corporate purchases Greater control of purchase authorization Automatic accidental death and dismemberment insurance of up to $500,000 Bank of America wants State of Idaho cardholders to experience worry‐free travel. Accordingly, Bank of America offers up to $500,000 in Automatic Common Carrier Travel, Accidental Death and Dismemberment Insurance. This insurance is provided at no additional cost to cardholders when cardholders charge their entire ticket for land, sea, or air public transportation on the State of Idaho card. The policy includes: Travel to the airport, terminal or station; time spent at the airport, terminal or station; and travel from the airport; and, travel from the airport, terminal or station following the covered common carrier (airplane, train, bus, ship, taxi or any other public conveyance) trip. The covered “to and from” travel must be on another common carrier (i.e. taxi, bus, or train), but does not require that payment be charged to the cardholder’s account (cardholder is covered even if cash is paid for fare). The full benefit amount is payable for covered accidental loss of life. The cardholder, their spouse and each of their eligible children are covered by this plan when each covered person’s entire travel fare is charged to the covered account. The full or partial amount is also payable when double losses of limb, sight or hearing result from the same accident. Ghost Accounts A ghost account (a “card‐less” account) number will be assigned to a particular vendor such as an airline, hotel and may be used by the entire company. Ghost accounts are particularly useful in tracking travel expenses or recurring large ticket items that may cause cardholders to exceed assigned spending limits (such as air travel). In addition, many companies use ghost accounts to track spending with specific vendors in order to help negotiate volume discounts. With a ghost account, the State will maintain liability and payment responsibilities. Department Cards Department cards are issued in the name of a department rather than the name of an individual. They may be used by anyone, so they especially need to be secured and kept track of centrally within the department if possible. It is the responsibility of the department head to assure that inappropriate individuals do not use it. These cards should be kept in a secure spot State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 12 and logged in and out with date and time stamp. Further fraud control and best practice is to have the users sign the card in and out and initial the sales receipt. This way the State can prove who had the card in case of fraud. Department cards are available but the possibility of unauthorized use and fraud increases when department cards are used. As explained in our contract, the State will be covered by the association liability waivers for misuse on department cards, but fraudulent charges are not covered. An example of when these cards would be used would be for AP so that when an invoice is ready to be paid and it states on the form we accept Visa, they can pick up the phone and pay the invoice by card instead of by check. Declining Balance Cards using Spend Monitors within Works Bank of America clients use our Declining Balance Cards for many functions. They can be used as a meeting card, a relocation card or even for a grant or special project. An example would be using our Declining Balance Cards for relocation expenses by allowing a certain spend amount or expense budget for an associate who is relocating. The credit limit is set and declines as transactions are made. The account does not refresh at the end of the monthly cycle. Another example would be to use our Declining Balance Cards as a Project Card. Project Cards can be issued to individuals and then tied to projects via our reporting package through the cost allocation and spend monitoring features. Project budgets can be monitored and transactions can be blocked from authorization when the project budget is depleted. This card is made possible by our Works internet reporting solution using spend monitors. Emergency Cards Within Works, the State of Idaho will be able to issue Disaster and Emergency zero balance cards and be able to in real time add a value to them when needed. An example would be to have cards set at zero. If an emergency happens, the State will be able to move the cards over to an open profile. Thus in real time, the card that your cardholder has been carrying around with a suspended status is now active. Many states, cities and counties use our Zero Balance Cards for disaster and emergency purposes. Several will build a specific emergency or disaster profile that allows them to immediately activate an emergency card. Jesse Gonzalez, account manager, has worked with state/government customers in California to create Emergency Readiness Plans in the event of an unforeseen disaster. These plans include escalation procedures to activate emergency profile information in Works in the event your program administrators are unavailable due to the emergency. He recently participated in State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 13 a mock disaster drill with one of his customers which validated the process worked as the customer intended. Program Design and Management The State of Idaho will appoint a program administrator who will manage your card program. The program administrator(s) will be empowered to manage all aspects of the State of Idaho program and have authority to perform daily functionality of your program including: Account Set Up Card Issuance Account Maintenance Adding/Deleting Cardholders Changing Cardholder Spending Limits Changing Control Parameters Maintenance and Generation of Reports The program administrator maintains a key communications role by being the point of contact for new cardholders and assisting new cardholders with program questions. Your cardholders will have access to our toll‐free Customer Call Center 24/7. Listed is an overview of the program administrator’s day‐to‐day administrative tasks. New Card Issuance ‐ During program implementation, your Bank of America implementation manager will provide the State of Idaho program administrator with an implementation package and work with them to facilitate cardholder enrollment. Thereafter, the program administrator can add new cards via Works. Deletion of Cards ‐ To delete or terminate a card, the State of Idaho program administrator(s) may either close the cardholder’s account on Works or call our Client Level Support team at Bank of America for immediate account termination. Removal of Invalid Cards ‐ The Works online account management system will provide a report on cards that are inactive. The program administrator(s) may cancel an inactive account by using the Works online account management tool or by faxing or mailing our Cardholder Maintenance Form. Replacing Lost/ Stolen Cards (including “emergency” situations) ‐ The program administrator can direct cardholders to contact our toll‐free Customer Call Center 24/7, 365 days a year to arrange for card cancellation and replacement. Upon notification, cancellation of such card is effective immediately and a new card may be issued within two business days. In the event of an emergency however, replacement cards can be issued within 24 hours (or two business days if outside the United States). Further, should one of your cardholders need to obtain an emergency cash advance, he/she needs only to contact the Customer Call Center to arrange for the provision of emergency funds. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 14 Modifying a Cardholder’s Profile ‐ To modify an element within the cardholder’s profile, such as billing address or cardholder name, your program administrator may either submit the change request online via Works or by faxing or mailing our Cardholder Maintenance Form to Bank of America. Controls and Restrictions A variety of card controls and restrictions are available to limit card use and cash advances. These powerful controls enable the State of Idaho to establish authorized parameters commensurate with cardholder’s authority: Single Purchase limit Dollar maximum per transaction Dollar limit by day or business cycle Number of transactions per day or business cycle Number of transactions per calendar month Merchant or supplier type by Merchant Category Code (MCC) – an expanded version of the Standard Industry Classification (SIC) Cash advance blocking or restrictions Additionally, authorization parameters can be established at multiple levels to establish unique authorizations for each cardholder at the individual, departmental or company level. Each transaction will be checked against controls set for the cardholder and aggregate for the company to ensure compliance. Reporting Works reporting system fully supports the creation of customized and ad hoc reports. All users, from administrators to cardholders, have the ability to build reports from the ground up, selecting the fields, their order, how the report is sorted and the report’s file format. Users also have the option of using an existing Works report as a template and then customizing its layout. In addition, users can add filters to the report to limit the returned results. Filters include: transaction date posting date hierarchy/group location specific cardholders (active and inactive) MCC range merchant name payable type Report Formats State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 15 All reports are available real‐time through Works. Posted transaction activity is updated nightly. Cardholders, program coordinators, accountants and others are given roles that dictate what reports are available to them (these privileges are determined by your team during implementation). Users can enter the Works applications and select Reporting on their home page and select the reports they would like to view. Microsoft Excel files can be downloaded as comma separated files that can be exported into standard reporting packages or commonly used applications like Microsoft Access. Reports can also be saved to media such as a disk or CD. Reporting Frequency Reports are available real‐time and each report has a customization tool that provides a user the ability to define time period, organizational view, transaction timing and cardholders to be included in reports, as well as other variables. Posted Transactions are updated nightly, so all data up until the current day’s transactions will be available for reporting. Data is stored for access within Works for a period of two years after which time it is archived. Works keeps an additional five years of data off line for a total of (7) seven years. This data can be retrieved for any participating entity and supplied via e‐mail, CD or loaded back into the Works applications for ease of use. Ad Hoc and or / Customized Reporting Works includes a reporting system that fully supports the creation of customized and ad hoc reports. All users, from administrators to cardholders, will have the ability to build reports from the ground up, selecting the fields, their order, how the report is sorted and the report’s file format. Users also have the option of using an existing Works report as a template and then customizing its layout. Next, users can choose to filter the report to limit the returned results. Filters include: transaction date, posting date, hierarchy/group location, specific cardholders (active and inactive), MCC range, merchant name and payable type. The State of Idaho can also select users who can create and publish customized reports as bookmarked templates for future use. This feature will allow the State of Idaho to create your own customized reports for cardholders to run on a regular basis; the report would include only the information the State may find helpful or require for internal processing. Users also will have the option of scheduling these reports to be run automatically on a regular basis. The State can also export data into standard reporting packages or commonly used applications, like Microsoft Excel, to perform extended analysis or create custom report formats. Transaction Level Data (including Level I, II and III Data Capture) A significant benefit of the Works solutions is its online transaction‐logging feature. This optional feature gives cardholders the ability to log detailed transaction information for State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 16 purchases as they are made, including invoice‐level line item details. The online log supports the pre‐allocation of transactions and enables cardholders to allocate a purchase down to a line‐item level. Discounts and shipping information can also be broken out to reflect accurate transaction information. Logged items are automatically matched and reconciled to settled transactions as they are posted. Cardholders need only review non‐matched exception transactions, thereby eliminating much of the work associated with typical purchasing card reconciliation processes. Matched transactions also contain the allocation and transaction details entered into the log. This powerful tool enables the State to receive the desired level of transaction and accounting detail for purchasing card transactions without having to rely on the suppliers’ point of sale capabilities. If a merchant passes Level I, II or III data, it will be available for review within the Works applications. Billing Options Bank of America offers a central bill and central pay purchasing card program. Central Billing/Central Payment When using the Central Billing/Central Payment option, the State of Idaho receives a billing statement for all charges incurred and remits payment to the bank for the amount due. Cardholders receive a “memo” statement of their charges. Central Billing With this option, all charges incurred by your cardholders are consolidated into a single billing statement that is sent directly to the State of Idaho. Cardholders receive a “memo” statement of their individual charges. Statements can be sent on a weekly, biweekly or monthly basis. If a monthly cycle is chosen, the State can choose the day of the month (1st and then the 4th to the 27th and then the last day of the month. Other dates such as 2nd and 3rd are not available due to Bank of America reconciliation of data) that the billing cycle will end. If a biweekly or weekly billing cycle is chosen, the State can choose the day of the week (Monday through Friday) that the billing cycle will end. The following settlement periods are available when a central billing option is chosen and is determined based on the bill frequency: Weekly Billing: 3 or 7 days Biweekly: 3, 7 or 14 days Monthly: 3, 7, 14, 20, 25 days Ghost Account Billing Regardless of the billing option selected, a ghost account is an account that has no plastic issued and does not have a cardholder’s name on the account. Here the State of Idaho provides the supplier with a ghost account number and instructs the supplier to charge the account for all purchases made by State of Idaho cardholders. Employees do not have access to the account State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 17 number being used. A large number of MCC restrictions are placed on the card since its use is limited to a single supplier (for example, the airlines). Payment Options To provide clients with maximum flexibility, Bank of America supports the payments processes commonly used in the industry including: EDI 820, ACH Credit and Debit. Should the State of Idaho choose a 3‐day grace period, we highly recommend an ACH Debit payment mechanism to avoid late charges. Bank of America prefers the following electronic payment processes: EDI 820 The EDI 820 file contains the customer’s payment instructions formatted according to the ANSI X12 file layout requirements. If this payment option were selected, your EDI 820 would be sent to the Bank where the payment instructions are translated and the payment is posted to the State of Idaho paid accounts. The State of Idaho deposit account is then debited for the amount of the payment. ACH Credit The ACH Credit file contains the State of Idaho payment instructions formatted according to NACHA file layout requirements. If using this method of payment, the State of Idaho would send the ACH file to the Bank where the payment would be posted to your account. Bank of America is capable of accepting CCD, CIE, or CTX ACH file formats. ACH Debit When using the ACH Debit payment option, the bank will automatically debit an account according to the State of Idaho’s instruction for the amount due on the appropriate day. In addition, Bank of America is capable of billing and receiving payment for multiple business units. Liability and Credit Limits Bank of America offers a corporate liability purchasing card program. With the Bank of America program, the State of Idaho program administrator will assign credit limits based upon the cardholder’s monthly expenditure needs. During implementation, the Bank of America implementation manager will consult with the State of Idaho program administrator to determine the appropriate cardholder credit limits and controls needed for your program. Once these parameters are in place, each transaction will be checked against these credit limits and controls, and approved or denied accordingly. Visa Liability Waiver Program While cardholder misuse is rare, Bank of America and Visa have recognized that it does occur. The Visa Liability Waiver Program is an insurance program that is provided to the State at no State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 18 cost and protects the State of Idaho against eligible losses that may be incurred through card misuse by a terminated employee. This coverage is included in the Bank of America Visa Corporate Purchasing Card programs and based on the terms of the misuse insurance, will provide up to $100,000 reimbursement of eligible losses per cardholder. $500,000 Travel Accident Insurance Bank of America wants State of Idaho cardholders to experience worry‐free travel. Accordingly, Bank of America offers up to $500,000 in Automatic Common Carrier Travel, Accidental Death and Dismemberment Insurance. This insurance is provided at no additional cost to cardholders when cardholders charge their entire ticket for land, sea, or air public transportation on the State of Idaho card. The policy includes: Travel to the airport, terminal or station; time spent at the airport, terminal or station; and travel from the airport; and, travel from the airport, terminal or station following the covered common carrier (airplane, train, bus, ship, taxi or any other public conveyance) trip. The covered “to and from” travel must be on another common carrier (i.e. taxi, bus, or train), but does not require that payment be charged to the cardholder’s account (cardholder is covered even if cash is paid for fare). The full benefit amount is payable for covered accidental loss of life. The cardholder, their spouse and each of their eligible children are covered by this plan when each covered person’s entire travel fare is charged to the covered account. The full or partial amount is also payable when double losses of limb, sight or hearing result from the same accident. Auto Rental Insurance Visa Commercial Auto Rental Insurance provides coverage on a 24‐hour basis for damage due to collision or theft up to the actual cash value of most rental vehicles. Eligibility: This travel insurance plan is provided to Commercial, Corporate Purchasing and Corporate Travel Card cardholders of FIA Card Services automatically when the entire cost of the passenger fare(s) are charged to a Commercial, Corporate Purchasing and Corporate Travel Card account while the insurance is effective. Please see the attached overview of this benefit. Visa_Guide_To_Bene fits_2012.pdf Roadside Assistance When on the road, cardholders will not have to worry about car problems or the hassle and risk of trying to find assistance in an unfamiliar town. The roadside dispatch service is available to State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 19 help 24 hours a day, 7 days a week. Cardholders will not need to carry extra cash for roadside emergencies because all roadside service fees will be billed to the card. Emergency Medical and Referral Assistance This service provides medical referral, monitoring and follow up. Cardholders will be given the names of English speaking local doctors, dentists and hospitals. Cardholders may also be assigned a doctor who will consult by phone with local medical personnel, if necessary, to monitor the cardholder’s condition. In addition, during a medical emergency, contact will be maintained with the cardholder’s family to serve as a continuing liaison and to help arrange medical payments from the cardholder’s commercial or personal accounts. Prescription Assistance This service will assist cardholders in getting prescriptions filled or replaced (subject to local laws) and will arrange pick up and delivery of prescriptions filled for cardholders at local or nearby pharmacies. Emergency Transportation Assistance This service will help cardholders make all necessary arrangements for emergency transportation home or to the nearest medical facility. This includes arranging to bring business associates home and staying in contact with family members or employers. Costs will be billed to the cardholder. In the case of death, Bank of America and Visa will help make arrangements to repatriate the remains. Emergency Message Service This service will help record and relay emergency messages for travelers, immediate family members or business associates. Note: Visa will use reasonable efforts to relay emergency messages in accordance with program guidelines and limitations, but cannot take responsibility for the failure to transmit any message successfully. All fees incurred will be billed to the client. Emergency Translation Services This provides telephone assistance in all major languages and helps find local interpreters, if available, when cardholders need more extensive assistance. All translation fees incurred will be billed to the client. Emergency Legal Assistance Emergency Legal Referral Assistance will help arrange contact with English speaking attorneys and U.S. embassies and consulates if cardholders are detained by local authorities, have a car accident or need legal assistance. In addition, bail payment will be coordinated through a transfer of funds from the cardholder’s commercial card or personal account. There is no charge for referral services; however, legal and bail fees are the cardholder’s responsibility. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 20 Emergency Ticket Replacement Assistance If cardholders loose a ticket, this service helps with the carrier’s lost ticket reimbursement procedures and will help arrange delivery of a replacement ticket to the cardholder. Costs will be billed to the cardholder. 3.1 Card Deployment Bank of America will assist in the initial ordering of credit cards during implementation. Depending on desired phasing, the card compliment could consist of all required cards for full roll out or a smaller, pilot rollout. If a pilot is elected and completion of full scale deployment is gradual, Bank of America will ensure that the State is trained and prepared to order cards via the application interface. If the post pilot roll out is to proceed in large groups, we will ensure that spreadsheet tools are available to collect cardholder information. All new cards are issued within two business days following notification to Bank of America. Bank of America will meet the State of Idaho’s timeframe. The Bank of America Purchasing Card program will enable the program administrator for each agency, institution or political subdivision to determine to whom cards shall be issued and assign credit limits based upon the cardholder’s monthly expenditure needs and prior written approval of the State’s program administrator. All card numbers are assigned random numbers via the Total Systems TS2 processing platform with the expiration dates being 2 years or less. All card type delivery methods include U.S. Mail, overnight delivery service. Bank of America will work with the State to determine customer delivery methods during the implementation and conversion projects. 3.2 ”Rush” Issuance of New Cards Typically, cards are issued within two business days following notification to Bank of America. However, in the event of an emergency, a “rush” can be requested and replacement cards can be issued within 24 hours (or two business days if outside the United States). The cost of rush cards has been waived for the State. 3.3 New Cardholder Applications and Activation Requirements; Please see the following screen shots of a new cardholder application and activation requirements: State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 21 For New Card – complete entry screen Link to Billing Account After initial conversion, all new card issuance requests for the Purchasing Card program will be administered with the use of the Works Application. Works is a user friendly, online system that will be offered to the State for use as its primary online support tool. With its multiple functionality, easy navigation and ready access to program information, Works will be a valuable tool to enable the State to securely and efficiently execute on its established Purchasing Card new card issuance process. In addition to handling the issuance of new cards, Works can manage all other card administration needs such as card cancellation, card activation, cardholder reporting, hierarchy changes (moving from one part of the organization to another) for reporting and accounting and more. When an organization hires a new employee, the program administrators can either create a new user and a card request simultaneously or just create a new user and then create a card request for the user at a later date. The program administrator can also turn on the Global Setting that allows Group Owners with the Card Requester role to do the following: Initiate the creation of a new user and card request simultaneously Create a card request for any user that exists within the groups they own State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 22 Initiate means that the Group Owner submits the initial details to the program administrator who either approves and completes the card request or returns the submittal back to the Group Owner. Note: Group Owners cannot initiate the creation of a user without also initiating the creation of a card request. Only a program administrator can create a new user without a card request. Once the setting has been activated, the program administrator first assigns a user as Group Owner and then assigns the Card Requester role to the Group Owner. Note: The Card Requester role will only display as an option in the Roles tab of the user details if the user is already a Group Owner. The procedures for requesting the initial card(s) and issuing a replacement card are different. To request one or more new cards for an Existing User, click the arrow in the Create field and select Card Request from the drop‐down list and then select Go. Locate the user(s) for whom the State wants to request a card. To view all users, leave all filter fields blank. To filter the list of users, follow the instructions below for the filter desired and then click the Find button at the top of the list: First Name or Last Name — Enter one or more letters of the user name(s) the State wants listed. Group Membership — Enter one or more letters of the group to which the users you want listed belong. Authority Level — Select the authority level of the user(s) you want listed from the Authority Level drop‐down menu. Authority levels control the signature limits of Approvers in your organization. If no Authority Levels have been created, this field will not display. Role — Select a role assigned to the user(s) you want listed from the Role menu. Role(s) determine which tasks the user can perform within the application. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 23 From the list of users that display, check box for one or more users and then select Finish. Select the appropriate radio button at the top of the page to indicate whether the card request(s) should be submitted or saved as a draft(s) when completed. Saved as Drafts If saved as a draft, the card request(s) will be transmitted to the Card Requests in Draft queue of the program administrator or group owner who initiated the request. The card requests may be reopened for further modifications. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 24 Submitted If submitted by an Administrator, the card request(s) will be submitted to the financial institution issuing the cards. Submitted requests will be listed in the Administrator’s queue of Card Request Pending and in the Group Owner’s queue of Card Requests Submitted. If submitted by a Group Owner, the card request(s) will first be routed to the Administrator’s Card Request to Approve queue and will be included in the Group Owner’s Card Request Submitted queue. Once the Administrator approves the card request(s) submitted by a Group Owner, the cards will be submitted to the bank issuing the cards. The requests will then be listed in the Administrator’s queue of Card Request Pending and in the Group Owner’s queue of Card Requests Submitted. If the card requests submitted by the Group Owner are rejected by the Administrator, the Group Owner receives an e‐mail to that effect and the requests are returned to the Group Owner’s queue of Card Requests in Draft. Specify the Card Basics: A. Default Emboss 1 — Click this button to accept the entered default cardholder name that will be embossed on the first line of the card. The default is acquired from the first, mid and last names entered for the user. B. Custom Emboss 1 — (Optional) Edit the cardholder name that will be embossed on the first line of the card. Click the button beside this field and enter the desired name. To revert the entry back to the text originally displayed, click the revert button that displays above the field as soon as you click the button beside this field. C. Default Emboss 2 — Click this button to emboss the default name on the second line of the card. The default name that displays in the box provided is obtained from the billing account attributes. If no entry has been set up for the billing account associated with the card, the name of the top level in your organization—usually the company name will display in this field. D. Custom Emboss 2 — (Optional) Edit the default to change the name that will be embossed on the second line of the card. Click the radio button for the Custom Emboss 2 field and enter the desired text. E. Card Name — (Optional) The card name (or, nickname) is helpful if the cardholder has more than one card. For example, if someone has three cards named Travel, Office Supplies and Software, she can easily select the correct card to use when creating a purchase request or when viewing transaction information. F. # of Cards — The number in this field indicates the number of plastic cards you want the bank to issue. You may enter a “0” (zero) in this field to indicate that no physical (plastic) card will be issued. Such an account is referred to as a ghost account. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 25 The default entry for this field is obtained from the billing account settings. If the settings indicate that no cards are to be issued for the card accounts, this field will not display. Unlike issued cards, there is currently no mechanism for the card account number and expiration of the ‘ghost’ card to be communicated to the user. We recommend that the State create a Card Report the following day to obtain this data and communicate it directly to the user. Keep in mind that issuing a ghost account may have disadvantages such as the inability to lookup the security code and expiration date normally noted on the card. G. Activation Number — Enter the 9‐digit number the user will need to reference to activate the card. H. Request PIN — If your organization was configured during implementation to enable Personal Identification Numbers (PINs), select this check box to allow a PIN to be associated with the card. A PIN enables the employee to receive a cash advance on the card. If your organization was not configured to enable PINs, this field will not display. I. Employee ID — If your organization was configured during implementation to include a code for each employee identification, the State may enter that code in this field. If your organization was not configured to use Employee IDs, this field will not display. J. Accounting Code — If your organization was configured during implementation to include a code sometimes referred to as the Master Accounting Code, enter that code in the field provided. If your organization was not configured to include this code, this field will not display. K. Advice Template — If your organization was configured during implementation to use the ePayable feature with custom templates, select a custom template for sending remittance advice to vendors. If your organization was not configured for this feature, the field will not display. L. Advice To — If your organization was configured during implementation to use the ePayable feature, enter the e‐mail or fax number to which remittance advice will be sent. If your organization was not configured for this feature, the field will not display. To reference multiple e‐mail addresses, separate the addresses with a comma. Designate Card Controls Enter Address details (Optional) Assign GL Defaults The details of the card request display under the Info tab on the Create Card Requests page. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 26 When the State has finished adding information for all the users for which the State wants to request cards, click Finish to save the draft of the card request(s) or submit the card request(s). The activation requirements are as follows: In the above steps to create a card we described how the program administrator needs to enter a 9‐digit number which the user will need to reference to activate the card. The Bank of America card activation process requires the cardholder or program administrator to call the Customer Call Center to activate the card prior to the first use of a new card. A four‐ digit activation code is assigned to the card and verification is required through the Voice Response Unit (VRU) or by speaking directly to an associate. This procedure ensures that only the correct cardholder is in possession of the card and reduces potential liability. The State’s program administrators can use Works to delete, cancel, remove or deactivate cards. These functions are performed by: Running a simple card search within Works to identify card holders Marking the card to be deleted, canceled, removed or deactivated Once marked, card cancellations take effect within 5‐7 seconds. Once in effect, all further card transactions will be declined. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 27 4.0 Training A team consisting of representatives of the State and Bank of America will develop a custom detailed project plan. That plan will include training for program administrators, coordinators, cardholder and systems integration resources. A dedicated implementation engineer will oversee the entire implementation process, including the delivery of user training. Training will consist of both on‐site user training and our extensive online training resources. On‐site training will be coordinated with the State. The State’s program administrator will be given a card program guide ‐ this is a large document and will be provided upon implementation. This guide explains each of these resources as well as defining which of them will be the best place to turn for various program questions or requests. Program administrator training sessions will be coordinated by your account manager and conducted by a certified Works instructor. These training sessions will teach the State the functionality of the reporting software as well as provide detailed instruction on all administrative, customer service and electronic access features of the Purchasing card and Travel Card. After the initial implementation, your card account manager will continually work with the program administrators to maximize the overall program benefits. 4.1 Role Based Training Training Bank of America and Works will provide hands‐on training for all program administrators and accounting staff as necessary. Typically, training sessions for these staff members are conducted via Web conference or in person. These training sessions include hands‐on use of the application for commonly performed procedures. We will provide all training materials including User Guides to administer the program during implementation. Administrators Bank of America will provide hands‐on training for all program administrators and accounting staff during implementation. These training sessions include hands‐on use of the application for commonly performed procedures. These sessions are typically scheduled for 90 minutes. Participants may also continue training online through the online training tools available within the Works application. In addition to the training sessions, train‐the‐trainer classes conducted by the bank can be scheduled and training help tools, materials and help screens are always available online. Cardholders State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 28 Training for cardholders will be scheduled during implementation. While, online training can be conducted at any time, cardholders are most often trained by the State’s card administrators (who are trained in the Bank of America’s train‐the‐trainer program). A sample of the online training materials available can be viewed at
http://training.works.com/pm30. Users (Defined and Non‐cardholder, Non‐administrators) Users can be accounting staff or approvers who are not cardholders. Users are typically trained with cardholders or in the same manner as cardholders. For each user, manuals and help tools are provided online through their personal home page when they log into Works. Should entities require additional training on any aspect of the program, the account manager will coordinate the necessary resources to support the training needs. Ongoing support and assistance includes program expansion strategy, new cardholder training, new product demonstrations and software program refresher training. 4.2 Software Demonstrations Please view the online voice guided demos with screen shot walk‐throughs for accountants, program administrators, managers and cardholders at our Web site: http:/training.works.com/pm30 Bank of America provides these walk through demos 24/7 via our Web site. This series of short flash videos are on key topics such as access and navigating the application, how to activate your card, reviewing and coding transactions, using the pre‐purchase request process (if applicable) and reporting. Samples of the subjects on our video training site are: Training for All 1) Overview of the Application Introduces the application and demonstrates how organizations utilize the workflow. Excellent introduction for beginners. (3:14) 2) Initial Login/Forgot Password Demonstrates how to log into the application for the first time and reset a password should you delete your welcome e‐mail or forget your password. (3:07) 3) Navigating the Application State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 29 Introduces the navigational features of the application that the State will use to respond to action items, view your card's available funds, find reports and modify the frequency of e‐mails from Works. Excellent introduction for beginners. (8:57) Training for Cardholders 4) Reconciling Transactions Made With Discretionary Funds Demonstrates how to review, reallocate and sign off on transactions that use discretionary funds. The functionality shown in this video also applies to Proxy Reconcilers. (11:48) 5) Reconciling Transactions Made With Incremental Funds Demonstrates how to attach transactions to purchase request, reallocate transactions and sign off on transactions that use incremental funds. The functionality shown also applies to Proxy Requesters. (11:57) 6) Creating a Purchase Request Demonstrates how to create purchase requests for incremental funds. The functionality shown also applies to Proxy Reconcilers. (10:08) The Works application is only offered as a Web‐based solution, housed by Bank of America. The State only needs Internet access and a Web browser It can be viewed on any of the following supported browsers: • Internet Explorer 6.X SP1or higher (for Windows users) • Mozilla 1.5 or higher (for Windows or Macintosh users • Firefox (on Mac OS X) Works itself maintains secure connections with the Bank of America processor to enact changes on your behalf. To perform card‐related operations securely, the Works application maintains appropriately controlled connectivity on three fronts: Connection between the application and the credit card processor for near‐real‐time card control Nightly transaction file feed coming from the processor, which contains information about posted transactions and new cards Card request mechanism The Works application has a Secure Proxy in place to provide the appropriate level of control to these connections. The Secure Proxy is placed between the Works application and these connections to provide a protection and control mechanism for both the commercial card issuer and the Works application. The Secure Proxy is connected to the Works application by a set of authenticated application interfaces and to the client machine at the processor via an encrypted virtual private network (VPN) or leased line. Nightly, encrypted transaction file feeds are fed back into the Works application via the Secure Proxy, which references card accounts to the Works application with opaque identifiers. Card issuance requests currently go through the issuing bank for validation. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 30 5.0 Card Control and Security Card Security All card accounts are issued with a three digit security code placed on the back of the cards as well as expiration dates that are validated during the authorization process. The Works application is a robust card management platform that employs several security features to ensure the integrity of your program. Advanced Security Control Features Our Works Web site uses HTTPS secure protocol, digital certificates and Secured Socket Layer (SSL) 128 protocol for encryption and authentication and is physically hosted in a certified facility. Online security provides a secured communications link between the cardholder, program administrator and Bank of America. Secured communication allows for transmission of account setup and maintenance requests and submission of transaction disputes and other online forms, while protecting confidential client data. Each user or cardholder is required to have a unique user identification and a user‐selected password. The program administrator maintains access to the system. During the implementation process, the Bank of America implementation team will configure the State’s access rules. User name and password issuance will be set during the implementation process and all cardholders and administrators will be sent e‐mails with links to activate their access to the Works application. After initial card program implementation, enrollment is triggered by the State’s program administrator(s) creating Works user accounts and generated card requests. Enrollment e‐mails are triggered automatically after a user account is created. Bank of America never asks for or requires personally identifiable info on any employee to issue a card. This is dictated by State rules and policies, typically utilizing an employee identification number to link a cardholder to a card. When the State’s program administrator creates a new user account, the application sends an e‐mail to the new user’s address, inviting the user to establish a password within the application. Creating a Password On the first login, the user provides both a password and a challenge/response for use in case the user forgets his/her password. The password must conform to the following rules, which can be modified per the State’s IT security rules: State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 31 Must be at least six characters long Cannot be a sequence of the same character Cannot be the same as the user name Access to Works is granted only after entering a valid e‐mail address, user name and password. When a State user types their password, the entry is masked. In addition, password management is organized with the following controls: Passwords can be determined to expire every 30, 60, 90 days or never Passwords are case sensitive Passwords must have at least six characters Works Data Protection and Encryption The Works application has several layers of security to protect the use of the application and the data within the application. All communication with State users is secured via a HTTPS server using 128‐bit Secure Socket Layer (SSL) encryption; all sensitive data in the Works database is encrypted and algorithms check for completeness of transaction data when it is transmitted to Works. Bank of America and its card applications, including Works, SDOL and VIM, are compliant with the Association regulations for PCI. Works’ PCI certification was complete in first Quarter 2008. To maximize security in the Works application the CARD ID (the last four digits of the card account number) is used throughout the application. Works can report the last 4 digits or last 10 digits of the credit card account number depending on whether the company is configured to permit viewing of the last 10 digits for file exports. In addition, a PCI Audit of Works was conducted by VeriSign, Inc. on 4/25/07. Bank of America Merchant Services has achieved compliance with the USA Cardholder Information Security Program (CISP). CISP compliance validates that merchant services adheres to the Payment Card Industry (PCI) Data Security Standard, which offers a single approach to safeguarding sensitive data for all card brands. Our achievement of CISP compliance reflects its longstanding commitment to information security, intelligent business and superior customer care. Bank of America has been elected to one of the 21 seats on the Payment Card Industry Advisory Council that was formed in May 2007. David Madairy is the representative from Bank of America participating in the Advisory Council. The role of the Advisory Council will be to provide strategic and technical guidance to the PCI Security Standards Council, reflecting different stakeholder perspectives. The Advisory Council does not have any direct authority regarding changing standards, but its input will be critical to the ongoing enhancement of PCI security standards. Advanced Control Functionality Our customizable and flexible cardholder restrictions provide the State the ability to establish control parameters in line with a given cardholder’s authority. These various State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 32 controls, which restrict card use and cash advances, can include any one ‐ or a combination ‐ of features. Card Control Typically, credit cards are controlled only by the available credit limit. Using Works, the State can create card profiles to specify the credit limit, cash advance limit (if the card allows cash withdrawal) and transaction controls for groups of cards. Transaction controls can include a single transaction limit, automatic sign off limit, the amount of discretionary funds available and the permitted Merchant Category Codes (MCCs) that determine the type of merchants where the cardholder can make purchases. These controls enable the State to greatly reduce your organization’s liability, while providing your employees with the spending power they require. Using Works, the State can increase the amount your organization spends with your card program, maximizing the savings and incentives offered by Bank of America. Because card profiles group cards with identical settings, the State can easily manage a large group of cards by changing the settings for a single profile. Works enables the State to request new cards, request replacement cards and deactivate cards (that is, permanently disable or report as lost or stolen). These features of the application limit the issues that require the State to contact your account specialist. Secure and Flexible Control: Using Works unique Active Card Control® technology, the State will be able to dynamically manage the controls for your cards to adjust available funds, transaction daily limits, maximum transaction value limits, merchant category privileges and more in real‐time. Electronic Purchase and Payment Requests: Works online spending request forms are routed for approval based on your spending authority matrix and purchasing policies. Managers can now sign off on a commitment prior to incurring an expense. Active Card Control: Works’ direct connection to the credit card network enables the State to instantly add available credit to individual cards based on approved requests. Support for $0 cards and your pre‐purchase approval process limits your financial exposure while unlocking emergency or exception purchases, higher dollar and mission‐ critical transactions. Declining Balance Card: Using the card administration tools available within the Works application, the State can issue cards with declining balance functionality. This is ideal for managing set budgets on projects or special expense types (e.g. relocation assistance). You can couple the use of declining balance cards with Spend Monitors to easily manage budgets with minimum card management or oversight required. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 33 Meeting and Event Planner cards with higher available funds and specific MCC allowances are easily set up and managed using Works. Additionally, use of the declining balance card functionality allows for caps to be set on spending to help better manage and control marketing expenses in line with budget expectations. Declining balance cards also work well for relocation management. Using the Works application, relocation budgets can be loaded to a purchasing card in lump sum or staged as relocation expenses are approved. You can also leverage the pre‐approval process in the Works application to automatically route relocation payments/ authorized funding for approval Exact Authorization Override Allows the State to maintain overall tight controls on card, while providing flexibility to Cardholders for specific purchases outside of normal card controls By using exact auth your PA’s can allow Cardholders to make a purchase outside of their normal card controls in Works, based on the specific purchase amount or Merchant Category Code where as today they most likely have to call in or change profiles to allow this temporary purchase override. Exact Authorization override allows your PA’s to approve a cardholder for a purchase that they normally would be declined on at the point of sale. For example, a cardholder does not have the MCC for office supplies turned on for their card but needs to buy paper for their office printer as their paper order shipment has not arrived. This purchase has already been discussed and agreed by their manager. At the point of sale their card is declined They call into their PA and when they look on Works they notice in the real time decline log that the reason it was declined was that they did not have the MCC open on their card. In the past the PA would have to either call into the bank to ask for this change or they would have to change the cardholder to another profile that was open to all MCCs. With exact auth override, the PA just needs to add that MCC to the cardholder and within seconds they can make their purchase. Same thing if someone needs to make a purchase but they do not have funds on their card to do so. Once they know what the total amount would be including if appropriate sales tax their PA could put that onetime payment on their current profile and it would be approved. Thus for the exact amount or MCC a card that normally would be declined is allowed a temporary purchase override. Once the purchase takes place the exception is taken off their profile. This is a big time saver for your PA’s if they need to do this. State of Idaho Technical Specifications for Purchasing Card Services – RFP02425 34 Card Profiles Each purchasing card must belong to a single card profile. Card profiles enable the grouping of cards with identical settings and allow the program administrator to easily manage large groups of cards by changing the settings for a single profile. For example, if the State changes the amount of discretionary funds designated in a card profile, the discretionary fund amount for all cards issued with that profile are automatically changed. To change an individual card’s settings, the State simply moves the card to a different card profile. Each profile can include various spending controls, automated reconciliation controls and MCC settings. Spending Controls Credit Limit: The maximum amount that can be spent in one billing cycle. Discretionary Funds: The amount of funds that can be spent each billing cycle at the user’s discretion (without approval). The application automatically restores the amount of each transaction made with such funds back to the card after a prescribed event (cardholder, manager or accountant signoff) during the reconciliation process. Incremental Funds Buffer: The percentage or dollar amount the user can spend above the amount of the approved requested incremental funds. Incremental funds require the user (or a Proxy Requester) to submit a purchase request using the application. Transaction Limits: The limits that control the maximum dollar amount of a