Program Administrator and Investment Manager Services

The Vendor is required to provide for program administrator and investment manager services for the retirement savings program.
- Program services:
•    Program Administrator (includes compliance, recordkeeping, marketing, custody, and call center customer service); and/or
•    Investment Manager (offering low-cost, investment option(s)/ investment lineup aligned with Program goals).
- Employers facilitate payroll deductions and maintain employee rosters, while the Program ensures ease of use and accessibility for all stakeholders.
- Program administrative services are currently provided by college savings recordkeeping services and include compliance, recordkeeping, custodial services, call center management, the employer and employee portals, operating the website, and marketing.
- The self-service employer platform should allow the employer to:
•    Register for the Program
•    Certify exemptions from the Program
•    Create and manage their roster of employed individuals
•    Manage the submission, correction and funding of all periodic payroll contributions for employees
•    Provide access to employer delegates as needed
•    Securely upload forms and documents
•    Facilitate the Program indefinitely with no out-of-pocket fee to the employer
- The employer platform should include alerts and notifications to support the employer as well as Program-related information including Program forms and reminders to maintain accurate employee rosters.
- The employer platform will provide access to payroll integration options to the widest possible range of commonly used payroll providers, including existing ones, for employers to automate and simplify their required compliance actions. 
- Payroll integration services must be offered at the lowest cost possible, and must be clearly presented as an optional addition to the no-fee manual self-service process of facilitating the Program.
- provide all call center and customer service support for employers, employees, participants, beneficiaries, and authorized third- parties to ensure effective operation of agency.
- must provide live customer service representatives from 8:00 a.m. to 7:00 p.m. PT, Monday through Friday, except holidays. 
- A reasonable number of these customer service representatives must be multi-lingual. 
- Provide access to representatives for non-English-speaking callers in accordance with State language access laws.
- All telephone calls must be recorded for training and quality control purposes.
- Call center will offer live support by customer service representatives during call center hours and provide a voice response unit and online servicing access during hours that the call center is not staffed.
- Customer service representatives must be knowledgeable about agency and alternative retirement savings plans and trained to ensure necessary consumer protections.
- Provide all necessary marketing services including, but not limited to, the following:
•    Create and produce educational materials for employers in multiple mediums;
•    Create and produce educational materials, including financial literacy materials, for employees in multiple mediums;
•    Develop and maintain a Program website for the general public;
•    Create, produce and initiate communications with employers and employees. 
•    This includes social media posts, emails, and direct mail to promote Program awareness; and
•    Develop and/or support the delivery of marketing, advertising, or other campaigns to promote the Program.
- The marketing plan should include all strategies and mechanisms anticipated to reach the broadest audience of eligible employers and employees in state.
- Provide regular updates on marketing efforts, expenditures, and effectiveness, including SEO and site analytics.
- Provide regularly scheduled reports on marketing expenditures and will be expected to provide an analysis of the effectiveness of its marketing strategies.
- Provide professionally translated Spanish-language disclosures of all investment-specific print and electronic materials available to participants in the Program.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: September 19, 2025