EPC, EFT, Credit Card, Direct Deposit,
online applications, the Statewide
IVR…? So many self service options!
September, 2007
Workshop Objective
• This workshop will lay out all of our new customer oriented system
benefits and provide a more detailed understanding of how each of
these programs work.
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2
EPC
Direct Deposit
EFT
ACH
Credit Card
IVR
Web
Bank of America: Confidential
EPC Update
Electronic Payment Card Disbursement Capability
• Implemented via pilot in September 2006
• Statewide January 2007
– Materials Provided to Support LCSA Outreach
– FAQs available on State Website
• Customer Service
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3
Electronic Help Desk – Service Provider
State
LCSAs
Bank of America as Card Provider
Bank of America: Confidential
EPC Update
E P C C a rd S ta tu s S e p 0 6 - A u g 0 7
3000
N u m b e r o f C a rd s
2500
2000
1500
1000
500
0
C a r d s Is s u e d , No t y e t A c tiv a te d
Ne w C a rd s A c tiv a te d
C a r d s C lo s e d
C ards L ost
4
Bank of America: Confidential
S e p te m b
O c to b e r
er
No v e m b
er
D e cemb
er
Ja n u a r y F e b r u a r y
March
A p ril
May
Ju n e
Ju ly
Aug ust
28
30
59
55
58
923
556
480
390
55
60
179
328
588
763
631
504
1757
2684
2197
711
663
726
529
28
34
25
24
11
10
0
6
9
26
18
4
1
0
1
0
0
0
1
1
0
1
1
0
EPC Update - Cardholder Usage
E P C U s a g e O c to b e r 2 0 0 6 - J u n e 2 0 0 7
$ 3 ,0 0 0 ,0 0 0 .0 0
Am ount
$ 2 ,5 0 0 ,0 0 0 .0 0
$ 2 ,0 0 0 ,0 0 0 .0 0
$ 1 ,5 0 0 ,0 0 0 .0 0
$ 1 ,0 0 0 ,0 0 0 .0 0
$ 5 0 0 ,0 0 0 .0 0
$-
O c t-0 6
N ov-0 6
D ec -0 7
J an -0 7
F eb -0 7
M ar-0 7
A p r-0 7
M ay-0 7
J u n -0 7
5
Bank of America: Confidential
A T M C ash
W it h d r a w a l
P u rc h as e of G ood s
o r S e r v ic e s
T e lle r C a s h
W it h d r a w a l
$ 2 8 ,8 5 9 .3 6
$ 1 1 2 ,2 3 9 .7 4
$ 2 2 8 ,4 5 7 .2 7
$ 3 8 3 ,1 0 6 .6 2
$ 4 9 8 ,2 0 6 .4 1
$ 9 7 2 ,1 3 8 .3 5
$ 1 ,3 5 4 ,4 0 1 .0 0
$ 1 ,7 7 7 ,4 0 5 .8 0
$ 1 ,9 6 6 ,9 1 8 .0 1
$ 2 8 ,9 5 6 .8 4
$ 1 3 9 ,8 3 9 .8 9
$ 3 0 0 ,1 3 8 .6 6
$ 5 0 2 ,5 6 5 .7 2
$ 6 5 9 ,0 9 2 .3 4
$ 1 ,3 3 1 ,2 6 5 .8 4
$ 1 ,9 4 0 ,0 0 6 .2 9
$ 2 ,3 9 4 ,2 3 0 .1 2
$ 2 ,6 2 2 ,2 1 6 .0 7
$ 2 ,1 1 2 .0 0
$ 1 0 ,5 3 5 .0 0
$ 1 0 ,1 0 2 .2 6
$ 1 5 ,7 8 3 .0 0
$ 2 4 ,5 8 7 .8 6
$ 4 3 ,9 7 2 .3 1
$ 3 8 ,5 6 6 .6 4
$ 6 5 ,6 7 8 .0 1
$ 5 5 ,8 2 0 .1 8
EPC Update - Cardholder Usage
Top 15 Merchants
Merchant Categories
1
WAL-MART
2
TARGET
3
SAFEWAY
4
KROGER
5
BP
6
SUPERVALU
7
WALGREENS
8
SEARS
17.4%
9
STATER BROS MARKETS
Retail
10
SAVE MART
11
MCDONALDS
12
CHEVRON
13
RITE AID
14
USPS
15
SHELL
Other
Dept Stores
Drug Stores
Restaurants
QSRs
Bill Payments
2.5%
12.2%
Supermarkets
4.1%
4.3%
5.9%
7.7%
11%
Oil
6
20.4%
Bank of America: Confidential
14.5%
Discount Stores
EPC Update - Satisfaction
• Original EPC launch pilot counties expressed positive feedback
• Some challenges throughout implementation
County testimonials:
“Thank you to the Director for providing this option in San Francisco, we
have a large population of non-banking clients. “
“The materials are easy to read and well written.”
“The FAQ's were great.”
7
Bank of America: Confidential
Department Child Support Services Disbursement Goals
• State Requirement OM 1.39
“The SP shall establish a
program to achieve full paperless disbursement by December 31,
2007. All custodial parties, with limited exceptions, shall receive
disbursements via direct deposit or Electronic Payment Card.”
• Updated target of 56% electronic payments by Dec 2007
• Current rates:
 Electronic Disbursements in August – 27.03%
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Bank of America: Confidential
Direct Deposit
• More states are moving towards 100% electronic payment solution to
increase adoption and realize the full benefits of a total electronic
disbursement strategy
• Direct Deposit has Increased
• Innovative offerings to support growth
• Multiple mass mailings
• Iterative Messaging
– Continual Reinforcement of Options
– Encouragement to Use Electronic Methods
– Ease
9
Bank of America: Confidential
Best Practices Card Disbursement Programs –
Recent News/Press Releases
• It’s In The Cards – Providence Journal – 01/26/07*
EXCERPT: “Rhode Island is the first state in New England and the ninth nationwide to adopt a
payment-card system for unemployment insurance”, said State Department of Labor and Training’s
director, Adelita Orefice . “The payment cards are more reliable than paper checks, she said, because
paper checks can get lost or stolen and, if disaster hits, they may never make it into the recipient’s
mailbox. We process over 600,000 checks a year, Orefice said at a news conference. But as was
demonstrated during the hurricane in Louisiana, she said, ‘these checks are useless in a disaster.”
• AG Improves Access To Child Support Payments In Oregon – 12/20/06**
EXCERPT: Today, Attorney General Hardy Myers announced that the state’s Child Support Program
will require customers to receive payments through electronic means, eliminating the necessity of
mailing paper checks. By using the state’s Direct Deposit program or the [Card], the state is able to
save significant printing and mailing costs while providing families safe, convenient access to their
money.
• Checks Debit Cards Are In The Mail – 12/18/06***
EXCERPT: “As we’ve said before, this is a win-win situation for both recipients and taxpayers,” said
Andrew Penca, Commissioner of the Department of Workforce Development. “Recipients will receive
their benefits in a more timely fashion, and easily have access to their funds at banks, ATM machines,
or at thousands of merchants throughout the state. In addition, the state will save approximately $1.8
million per year by discontinuing the printing and mailing of weekly unemployment checks.”
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Bank of America: Confidential
* http://www.projo.com/business/content/BZ_CHECKFREE26_01-26-07_D6440SH.d5c21a.html
** http://www.doj.state.or.us/releases/2006/rel122006.shtml
***http://www.in.gov/dwd/newsroom/news_releases/NR_12-18-06_2.pdf
EFT/ACH
Multiple Methods to Remit Payments Electronically
• ACH Debit
• ACH Credit
• Credit Card
Recurring Debits
• Non Custodial Parties
• Direct Debit from Checking or Savings Account
• 7778 Payments in August
• Can Set-up via IVR or Web
11
Bank of America: Confidential
EFT/ACH
Employer Payments
• ACH Debit
• ACH Credit
• Credit Card
Fastest Growing Segment
• Mass Mailings
• Face-to-face Meetings
• Outbound Call Campaigns
• 273,614 Payments in August
• Can Set-up via IVR or Web
12
Bank of America: Confidential
Credit Card
• Accept MasterCard and Visa; NCP and Employers can
take advantage of their card’s rewards programs
• Debit cards are processed as credit cards
• Collected over $7,029,867.37 (over 9345 transactions)
– Monthly activity grown from 112 transactions ($71,710.43) in
March to 2,604 transactions ($1,261,374.31) in August
– 7% of these payments are recurring
• Most secure method of payment for the State & Counties
(real-time authorization)
13
Bank of America: Confidential
IVR/WEB
Self-Service Objectives
• Swift
• Easy
• Accessible
Customer Support
Contact the Electronic Helpdesk at 1-866-325-1010 or
casdu_electronichelpdesk@firstdata.com
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Bank of America: Confidential
15
Bank of America: Confidential