The vendor is required to provide to evaluate and create a roadmap for rebate processing and application processing for financial assistance programs, outreach and inspection services for residential, commercial, and industrial sectors that meet the program needs of agency.
- This plan can include an online solution that enables our customers to easily apply for rebates online, rebate processing services to ensure timely and accurate payments to customers and conducting post-inspections of measures and perform retail outreach.
- Understanding current practices and program workflows
- Develop goals to achieve the desired future state
- Develop a roadmap and procedures to achieve goals
- Continually use performance data and metrics to pinpoint the most important areas to focus on along the journey toward targeted outcomes - 90% of completed applications have incentive checks issued in less than one week, with the potential to reduce application residency further depending on the funding model
- 99.99% incentive issuance accuracy rate
- Batch to payment issued in one business day or less (minus agency funding time)
- Payment generation controls, escheatment procedures, and 1099 compliance processes
- Multiple intake channels to serve customers, including online submissions, email, and paper options
- Alternative fulfillment opportunities to meet customer preferences
- A configurable software solution that supports end-to-end business processes, from a user-friendly application portal to project management, payment processing, and reporting and analytics.
- Robust quality control procedures to pay the right incentive to the right payee the right number of times, including secondary application reviews, additional reviews based on rebate amount, check generation controls, escheatment procedures, and 1099 processing.
- Exemplary customer support capabilities through centralized in-house call center, with experienced representatives who answer incoming customer inquiries and help customers complete applications and gather additional information required for application approval - Review applications submitted through the online portal for completeness and validate utility customer status; customer, program, and measure eligibility; and agreement to program terms and conditions
- Validate compliance with rebate terms, conditions and required documentation
- Review supporting documentation (e.g., receipts, invoices) to confirm purchase and follow up with customers on incomplete or pending applications
- Provide automated system for a customer to satisfy missing requirements.
- Process paper rebate applications, as required, and entering the applications into the software system
- Answer incoming customer calls, emails, and online chat requests; assist customers with completing applications; and respond to other electronic inquiries
- Provide an integrated software solution utilizing consultant’s proprietary system that streamlines the application and rebate process and increases customer satisfaction, including a mobile option for customers, and in-field tools.
- The customer facing online portal can be customized to meet branding guidelines.
- Conduct up-front eligibility checks based on utility account number, name, sector, and rate codes and filters the programs, measures, and equipment based on eligibility.
- Support multi-party online applications by enabling third parties to quickly validate customer eligibility, select multiple measures at once, check qualified products instantly, obtain customer agreement and signatures, and submit applications for rebates on behalf of customers.
- Contract Period/Term: 1 year
- Virtual Mandatory Pre-Proposal Conference Date: June 4, 2025
- Questions/Inquires Deadline: June 12, 2025