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7. Describe the toll -free telephone system you will provide. when Will customer service representatives be available? 8. Do customer service representatives have direct access to the record beeping of the system? 9. what type of transactions are your operators permitted to accept from individuals (e.g., voice mail: paper, fax, e- mail)? 10. Are individuals' calls recorded? Hove long are recordings Dept? Are other methods used to create a record of employee inquiries and transactions? 11. What languages, other than English, are available for those requesting service? '14 12. Does your company offer an interactive voice response system? What security features ensure only the correct individual is given personal information's 13.1 hat are your Personal Identification plumber (PIN) generation capabilities for new participants and continuing PIN administration capabilities? :� 14. Hoer will you educate individuals about the use of your company's customer service center System S Does your system support on -line inquiry and transactional capabilities? When is the system available? What is the processing or response turnaround time? What are the routine maintenance periods? Hover do you control system access's 2. When was your first voice response system (VIRS) installed for public employee clients? Hoer many plans with which the vendors work currently utilize this service's 3. Hover do you handle changes to pending transactions on your VIRS and on- line system? 4. Does your system require you to deal with a variety of investment companies? If so, how do you maintain current information? b. How do you ensure the Plan is in balance daily? Do you use share or unit accounting for daily valuations? Does the dally valuation accounting involve estimation? if so, hove often are accounts reconciled' Page 19