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Customer and Administrative Services for Community Choice Aggregation Program

San Francisco Public Utilities Commission is seeking a provider for customer care, account management, billing, and data services for CleanPowerSF. CleanPowerSF is a program that allows local governments to purchase electricity on behalf of residents and businesses.

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Customer and Administrative Services for Community Choice Aggregation Program

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  1. Customer and Administrative Services for Community Choice Aggregation ProgramPre-Submittal ConferenceFridayJune 5, 20151:00 p.m. Services of the San Francisco Public Utilities Commission

  2. Agenda • Welcome (2 minutes)………………………………………………………..Sailaja Kurella • Introductions (5 minutes)……………………………………………………All • Project Overview (5 minutes)……………………………………………..Michael Hyams • Scope of Work and Qualifications (10 minutes)…………………..Michael Hyams • Proposal Schedule, Format and Evaluation (10 minutes)……..Sailaja Kurella • CMD—LBE and 12B Requirements (10 minutes) ………………….Regina Chan • Community Benefits (10 minutes)……………………………………….Jessica Buendia • Questions and Answers (35 minutes)…………………………………..All

  3. Project Overview (1) • SFPUC is seeking a qualified supplier to provide comprehensive customer care, account management, billing, and data services for CleanPowerSF—the City’s Community Choice Aggregation Program • CleanPowerSF is a program created pursuant to state enabling legislation, which authorizes local governments to purchase electricity on behalf of residents and businesses • The incumbent utility provides other services, including electric transmission, distribution, metering and bill issuance/processing

  4. Project Overview (2) • CleanPowerSF will offer electricity generation services to retail electricity accounts within the City in phases • Phase 1 is expected to include approximately 40,000-150,000 accounts • Subsequent phases will offer service to as many as 375,000 retail electricity accounts in total

  5. Project Overview (3) • The services requested in this RFP include: • Exchange of customer usage, billing and payment data with Pacific Gas & Electric Company (PG&E) • Management of CleanPowerSF customer accounts and billing • Responding to CleanPowerSF customer service calls • Addressing CleanPowerSF customer service issues

  6. Project Overview (4) Project Timeline Provider Selection……………………………………July 2015 Notice of Award of Agreement……………...September 2015 Project Kick-off Meeting……………………...Late Sept. 2015 Commence Pre-Launch Work…..……………..Oct-Dec 2015 Start of Phase 1 Customer Enrollment……….Late Jan 2016

  7. Project Scope Task 1: Customer Enrollment • All services necessary to administer the enrollment and opt-out of customers from the CleanPowerSF customers • Pre-enrollment activities required to exchange and process Community Choice Aggregation Service Requests via Electronic Data Interchange with PG&E Task 2: Data and Billing Administration • Management of customer electricity data, issuances of monthly bills through PG&E’s billing process and tracking of customer payments Task 3: Customer Service • Provision and operation of a customer call center which will respond to customer billing inquiries and request for program information Task 4: Community Benefits

  8. Proposer Qualifications • Prime Proposer and Joint Venture (JV) Partners • Customer Accounts and Billing Administration Experience: must have at least three (3) years of experience managing and administering customer accounts, issuing bills, and executing other associated tasks for an energy industry client, and preferably a Community Choice Aggregator AND • Customer Care Experience: must have at least one (1) year of experience managing a call center for an energy industry client, and preferably a Community Choice Aggregator AND • Reference Projects and Client References: the Prime or Lead JV Partner must provide a minimum of three (3) reference projects • Proposer cannot be a Prime or a JV Partner on more than one (1) proposal

  9. Proposer Qualifications • Non-lead JV Partners • Customer Accounts and Billing Administration Experience: must have at least one (1) year of experience managing and administering customer accounts, issuing bills, and executing other associated tasks OR • Customer Care Experience: must have at least one (1) year of experience managing a call center and related activities AND • Reference Projects and Client References: must provide a minimum of two (2) references demonstrating successful work on related projects • Technical Sub-consultants • Must demonstrate a minimum of one (1) year experience in technical area

  10. Proposer Qualifications • Technical Sub-consultants • Must demonstrate a minimum of one (1) year experience in technical area • Non-Technical Sub-consultants (e.g., reprographics) • Not required to meet Technical Sub-consultant qualifications

  11. RFP Timeline Advertisement of RFP……………………………………….. ..May 29, 2015 Pre-Submittal Conference .................................................... June 5, 2015 Deadline for Proposers to Submit Questions.......................June 11, 2015 Deadline for Proposers to Submit Proposals ......................June 25, 2015 Short-listing and Notification for Oral Interviews ................….July 9, 2015 Oral Interviews.......................................................................July 15, 2015 Posting of Proposer Ranking ................................................July 16, 2015 Deadline for Proposer to Achieve Vendor Compliance and Execute Agreement....................................................August 25, 2015 Notice of Award of Agreement ...................................September 15, 2015

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