Customer Service and Records Administration Services for ABLE United

The ABLE United Program requires comprehensive records administration, customer service, reporting, and operational support services necessary to operate a Qualified ABLE Program. The services summarized below and detailed further in the example Contract included as Appendix A, represent the minimum required services. The selected Respondent will provide these services in accordance with the Program disclosures (included as Appendix B) and the Business Rules (included as Appendix C). Respondents may propose additional enhancements that provide value to the Program. 3.01(1) Recordkeeping and Account Administration The selected Respondent will provide full-service recordkeeping and administrative support for ABLE Accounts, including account establishment and maintenance, processing of contributions and withdrawals, transaction recordkeeping, tax reporting, and other operational functions necessary to administer ABLE Accounts. The selected Respondent will also provide debit or prepaid card functionality for ABLE Account Owners as part of its core service offering. 3.01(2) Customer Service and Participant Support The selected Respondent will provide participant support services for ABLE Account Owners, contributors, and prospective participants across multiple contact channels, including telephone, online chat, electronic communications, and written correspondence. Respondents should be capable of supporting accessible communications and digital services consistent with ADA requirements. 3.01(3) Technology Platform and Online Access The selected Respondent will provide a secure, reliable, and scalable technology platform that enables online account opening and management, contribution and withdrawal processing, investment allocation changes, and participant access to account information and transaction history. The platform shall be accessible through web and mobile-compatible interfaces and designed to support a high-quality user experience consistent with accessibility standards, including compliance with applicable ADA requirements. The platform shall support integration with third-party systems, including financial institutions, payment processors, and Program partners, and shall maintain accuracy and consistency across systems. Security controls for the platform are addressed in Sections 3.01(6), 3.01(10, and 3.01(11). 3.01(4) Governance and Audit Support The selected Respondent will support Board oversight and Program administration through operational reporting and reconciliation support. The Respondent must maintain appropriate independent audit reports and provide documentation supporting operational controls and disaster recovery testing. 3.01(5) Data Ownership and Access The selected Respondent will maintain Program Data in a secure environment and acknowledges that all Program Data is owned by the Board. The Respondent shall provide the Board with timely, complete, and unrestricted access to Program Data for purposes including Program oversight, reporting, audit, and transition to a successor vendor. The selected Respondent shall maintain appropriate data access controls, audit logs, and data governance practices to ensure the integrity, security, and traceability of Program Data. The Respondent shall support data extraction and delivery in industry-standard, machine-readable formats upon request and shall ensure that 5 Program Data can be transferred to the Board or its designee without delay, degradation, or additional cost beyond agreed-upon contractual terms. 3.01(6) Data Protection and Security Controls The selected Respondent will maintain data protection and access controls appropriate for the administration of financial accounts and compliance with applicable federal and state requirements. The selected Respondent shall implement controls that include encryption of data at rest and in transit, user authentication, role-based access controls, and protection of sensitive information. Requirements for monitoring, fraud and threat detection, and incident response are addressed in Sections 3.01(8) and 3.01(10). Requirements for security governance, audits, reporting, and compliance documentation are addressed in Section 3.01(11). 3.01(7) Investment Option Administration The selected Respondent will support the administration of Board-approved Investment Options, including the allocation of contributions and withdrawals and coordination with underlying investment managers and custodians. The selected Respondent may also support the administration of an FDIC-insured option if approved by the Board. The selected Respondent must perform these services in compliance with applicable federal and state laws, regulations, and Program requirements governing Qualified ABLE Programs. 3.01(8) Incident Response and Cybersecurity Operations The selected Respondent will maintain a formal Incident Response Program to support the timely detection, response, and remediation of system and cybersecurity incidents. Th