Sewer Bill Customer Support Program Services

The vendor required to provide sewer bill customer support services during the implementation of the customer assistance for residential environmental services (“CARES”) program.
- The support services shall assist the city with identifying and supporting eligible households to obtain a $20.00 monthly sewer bill credit.
- Base program
•    Work collaboratively with env to develop the programmatic structure, providing input to enhance potential participation and minimize administrative difficulties, which includes implementation and initial setup of technology platform, staff training, and program go live;
•    Develop an outreach program
1. Digital outreach:
o    Develop and publish a minimum of four (4) digital outreach materials per month (e.g., social media posts, website banners email blasts).
o    Maintain and update campaign messaging based on city feedback.
o    Provide monthly analytics reporting (reach, engagement, impressions).
2. Print outreach:
o    Design and deliver one (1) print-ready outreach material per month (e.g., flyers, mailers, rack cards).
o    Coordinate printing services, if applicable, with city approval.
3. Community engagement event:
o    Plan, coordinate, and support at least one (1) community-facing activity per month, such as attending events, staffing booths, presenting materials, or distributing outreach collateral.
o    Provide a brief monthly summary report of activities completed including attendance metrics, issues raised by the public, and follow-up actions.
•    Develop an application and screening process to vet potential participants and ensure they meet eligibility criteria; this will include verifying income. 
•    The contractor must develop protocols and approaches to safeguard applicant personal information.
•    The application and screening processing shall include fraud detection and compliance auditing, in which the contractor develops and executes protocols to detect and report fraud, maintains compliance with program requirements, and program operations to ensure ongoing staffing, program management, administration, reporting, and quality control;
•    Perform outreach and recertify eligibility of any participants that elect to continue to participate on a continuous basis; and
•    On a monthly basis, provide env with a list of eligible households earning 80% or less of the area median income (“AMI”) including relevant utility billing information and an accounting of the monthly credits provided as well as the annual running total.
- Technology platform
•    A comprehensive, cloud-based database of recipients of ratepayers receiving credits from the CARES program.
•    Ability to flag duplicate applications from the same household or account holder and ensure only a single application is processed for the same benefit months.
•    A public real-time reporting dashboard that aggregates and displays real-time data and metrics, collectively and individually, including, but not limited to, the following information for the city and the public to view:
o    Amount of sewer credits disbursed; 
o    Number of transactions with estimated credits to applications; 
o    By zip code; 
o    Area median income (AMI); 
o    Number of applications submitted, reviewed and pending, completed with credits distributed; 
o    Trending (incoming applications per week; number of credits distributed per week); 
o    Number of denied applications; and h) number of appealed applications.

- Pre-proposal Conference Date: December 22, 2025
- Questions/Inquires Deadline: December 30, 2025