Business Process Services

The Vendor is required to provide business process services for include:
1. Project initiation and planning
•    Conduct a kickoff meeting with designated staff.
•    Collect and review all available existing materials (policies, procedures, system manuals, org charts).
•    Identify required staff interviews, shadowing sessions, and system access needs.
•    Finalize project plan, schedule, communication cadence, and deliverable outline.
2. Staff engagement, interviews and workflow discovery
•    Utility billing staff (customer service team)
•    Finance and accounting staff
•    Clarifying “official” processes vs. “workarounds” that have evolved over time.
•    Documenting failure points, loops, manual interventions, and dependencies.
•    Capturing staff insights on workload drivers and seasonal or cyclical variations.
3. Systems and data flow documentation
•    Data inputs and outputs between systems.
•    Interfaces or manual data transfers.
•    Internal controls and approval requirements embedded in the processes.
•    Key reports and their purposes.
4. Current-state process mapping
•    Actors and roles
•    Systems used
•    Decision points
•    Inputs and outputs
•    Timelines and frequency
•    Control points and compliance obligations
5. Findings, gap analysis and recommendations
•    Summarizes key observations and insights.
•    Identifies cross-department dependencies, bottlenecks, risks, and process misalignments.
•    Highlights reliance on institutional knowledge, ambiguities or single-points-of-failure.
•    Benchmarks current-state practices against industry standards (best-practice billing cycles, internal controls frameworks, etc.).
•    Recommends practical, prioritized improvements—organized by quick wins, medium term improvements, and long-term initiatives including staff training, workforce succession planning, and software optimization.
6. Final deliverables and presentation
•    Current-state process documentation
o    Narrative descriptions of each workflow task.
o    Role definitions, handoffs, systems used, timing, and controls.
•    Process map package
o    Visual diagrams for each major workflow task.
o    Editable source files and pdfs.
•    Gap and recommendations report
o    Clear, actionable guidance for improving efficiency, internal controls, and customer-service performance.
•    Stakeholder presentation
o    A concise presentation suitable for sunrise leadership (and optionally the sunrise board).
o    Highlights key findings, pain points, and improvement roadmap.