Consulting Services

The vendor is required to provide consultants to assist in the development of a comprehensive administrative policy manual for the customer service and billing division, and to create a strategic roadmap for the maturation of authority customer service.
- Key tasks.
1. Project initiation and planning
• Conduct a project kickoff meeting with authority staff.
• Review project goals, deliverables, timeline, and communication protocols.
• Develop a detailed project work plan and schedule.
2. Review and analysis of existing policies and practices
• Facilitate a series of collaborative meetings with customer service and billing division staff to:
o Review and discuss current administrative policies
o Identify gaps, inconsistencies, and opportunities for improvement
• Gather documentation of existing procedures, policies, and workflows.
• Assess alignment with organizational objectives and customer service standards.
3. Technology stack assessment
• Review current customer service and billing technology systems, tools, and platforms.
• Evaluate functionality, integration, and potential for optimization.
• Identify opportunities to leverage existing or new technologies to improve service delivery, data
accuracy, and user experience.
4. Benchmarking and best practices
• Benchmark authority practices against peer utilities, recognized standards, and legal requirements.
5. Development of administrative policy manual
• Draft a comprehensive manual of administrative policy tailored to authority customer service and billing practices
• Include policies related to customer accounts, billing processes, payment processing, collections, dispute resolution, service applications, and related areas.
• Ensure policies reflect input from staff, technology capabilities, legal requirements, and industry standards.
• Conduct iterative review sessions with authority stakeholders for feedback and refinement. 6. Roadmap for maturation of customer service and billing practices
• Develop a phased roadmap outlining strategic improvements to authority customer service and billing practices.
• Identify short-term, mid-term, and long-term initiatives, including policy changes, training needs, process improvements, and technology investments.
• Include estimated timelines, resource considerations, and success metrics.
7. Final presentation and knowledge transfer
• Present key findings, deliverables, and recommendations to authority leadership and relevant stakeholders.
• Provide consultation and guidance for initial implementation steps.
• Deliver all materials in digital formats, including editable versions of the manual and roadmap.
- Contract Period/Term: 6-9 Months
- Questions/Inquires Deadline: July 16, 2025