EPC, EFT, Credit Card, Direct Deposit, online applications, the Statewide IVR…? So many self service options! September, 2007

2Bank of America: Confidential 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. – EPC – Direct Deposit – EFT – ACH – Credit Card – IVR – Web

3Bank 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 – Electronic Help Desk – Service Provider – State – LCSAs – Bank of America as Card Provider

4Bank of America: Confidential EPC Update

5Bank of America: Confidential EPC Update - Cardholder Usage

6Bank of America: Confidential EPC Update - Cardholder Usage Merchant Categories 20.4% Oil Supermarkets 17.4% 11%14.5% Bill Payments Retail 7.7% Discount Stores QSRs Drug Stores Other 12.2% Restaurants 4.3% 5.9% Dept Stores Top 15 Merchants 1WAL-MART 2TARGET 3SAFEWAY 4KROGER 5BP 6SUPERVALU 7WALGREENS 8SEARS 9STATER BROS MARKETS 10SAVE MART 11MCDONALDS 12CHEVRON 13RITE AID 14USPS 15SHELL 4.1% 2.5%

7Bank of America: Confidential 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.”

8Bank 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, 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%

9Bank 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

10Bank 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.” * ** ***

11Bank of America: Confidential 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

12Bank 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

13Bank 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, (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)

14Bank of America: Confidential IVR/WEB Self-Service Objectives Swift Easy Accessible Customer Support Contact the Electronic Helpdesk at or

15Bank of America: Confidential