Comprehensive Management Study Services

The vendor is required to provide comprehensive management study will evaluate operational efficiency, management practices, regulatory compliance, financial performance, customer service, and overall effectiveness across all city utility services.
1. Project planning and initiation:
•    Conduct a kickoff meeting with key stakeholders.
•    Define project goals, objectives, and deliverables.
•    Develop a detailed project plan including timelines and resource requirements.
•    Establish communication protocols and reporting mechanisms.
2. Data collection and review:
•    Collect and review documentation, including organizational charts, policies, procedures, financial statements, and regulatory reports.
•    Conduct interviews with key utility personnel.
•    Gather data on current utility operations, including electric, solid waste, drainage, water, and wastewater service delivery, maintenance practices, customer service processes, and financial management.
3. Operational assessment:
•    Evaluate the efficiency and effectiveness of electric, solid waste, drainage, water, and wastewater service operations.
•    Assess asset management practices, including maintenance and replacement strategies.
•    Review operational performance metrics and benchmarks.
•    Identify bottlenecks, inefficiencies, and areas for improvement.
•    Provide a prioritized action plan with short-term, mid-term, and long-term initiatives.
4. Financial analysis:
•    Analyze financial performance, including revenue, expenses, and profitability.
•    Review budgeting and financial planning processes.
•    Assess rate structures and pricing strategies for water, wastewater, solid waste, and electric services.
•    Identify opportunities for cost savings and revenue enhancement.
•    Provide a prioritized action plan with short-term, mid-term, and long-term initiatives.
5. Regulatory compliance review:
•    Review compliance with relevant local, state, and federal regulations.
•    Assess the effectiveness of current compliance programs and practices.
•    Identify gaps in compliance and recommend corrective actions.
•    Provide a prioritized action plan with short-term, mid-term, and long-term initiatives.
6. Customer service assessment:
•    Evaluate current customer service practices and performance.
•    Review customer feedback and satisfaction surveys.
•    Identify areas for improvement in customer communication, service delivery, and complaint resolution.
•    Recommend prioritized strategies to enhance customer satisfaction and engagement.
7. Technology and innovation review:
•    Assess the use of technology in utility operations, including agency systems, customer information systems, routing, accountability, and asset management software.
•    Identify opportunities for leveraging new technologies and innovations to improve efficiency and service delivery.
•    Provide prioritized recommendations for technology upgrades and investments.
8. Human resources and organizational review:
•    Evaluate organizational structure and staffing levels.
•    Review workforce skills, training programs, and professional development opportunities.
•    Assess employee morale, engagement, and retention strategies.
•    Recommend prioritized organizational changes and human resource initiatives to enhance performance and job satisfaction.
9. Strategic planning and recommendations:
•    Develop a strengths, weaknesses, opportunities, and threats (swot) analysis based on the findings of this study.
•    Formulate strategic recommendations for improving operational efficiency, financial performance, regulatory compliance, and customer satisfaction.
•    Provide a prioritized action plan with short-term, mid-term, and long-term initiatives.
•    Identify potential risks and mitigation strategies.
10. Comparative analysis and bench-marking:
•    Perform bench-marking of operational costs and major cost components across utility divisions.
•    Compare the cost and quality of utility services with similar utilities in the region.
•    Provide prioritized recommendations for cost reduction and service quality improvements.
11. Detailed governance review:
•    Review the council, public utility board, and management structures as outlined in the charter.
•    Analyze actual practice for compliance and effectiveness.
•    Review existing policies for alignment with industry best practices.
•    Provide a prioritized action plan with short-term (one-year), mid-term (three-year), and long-term (five-year) initiatives.
12. Support services review:
•    Examine the various support services provided by the city's general government departments in the provision of utility services, including, but not limited to, billing, customer service, engineering, HR, legal, technology services, fleet services, facilities management, procurement and warehouse, environmental
•    Services, and sustainability etc.
•    Assess the effectiveness and efficiency of these support services.
•    Provide a prioritized action plan with short-term, mid-term, and long-term initiatives focused on optimization.
13. Public relations and communications review:
•    Review internal and external communications practices.
•    Evaluate the effectiveness of public relations programs in informing and coordinating with customers.
•    Provide a prioritized action plan with short-term, mid-term, and long-term initiatives focused on improving communications and public engagement.
14. Outsourcing options:
•    Evaluate the potential for outsourcing certain utility functions.
•    Provide recommendations for outsourcing, including performance-based and detailed implementation plans if applicable.

- Virtual Pre-Proposal Meeting Date: October 17, 2025
- Questions/Inquires Deadline: October 23, 2025