request for proposal - lmud.org · pdf filerequest for proposal project title: ... and...

1 Lassen Municipal Utility District

REQUEST FOR PROPOSAL

Project Title: CIS/Accounting Solution Proposal Due Date: April 20th, 2018 3:00pm PST RFP Responses and Questions: Nicholas Dominguez, IT Manager [email protected]

Contents

INTRODUCTION ...................................................................................................................................................... 3

Executive Summary ................................................................................................................................ 3

Project Objectives .................................................................................................................................. 3

BUSINESS APPLICATIONS OVERVIEW .................................................................................................................... 4

GENERAL REQUIREMENTS ..................................................................................................................................... 4

Training .................................................................................................................................................. 4

Go-Live Support ...................................................................................................................................... 6

Test Environment ................................................................................................................................... 7

mailto:[email protected]


Implementation Plan .............................................................................................................................. 7

Pricing .................................................................................................................................................... 8

REQUIREMENTS ...................................................................................................................................................... 8

PROPOSAL INFORMATION ................................................................................................................................... 27

General ................................................................................................................................................ 27

Schedule of Events ............................................................................................................................... 27

Detailed Scope of Work Development ................................................................................................... 27

Proposal Submission ............................................................................................................................. 27

Acceptance of Proposal Content ........................................................................................................... 28

Questions about this RFP ...................................................................................................................... 28

Evaluation/Selection Criteria ................................................................................................................ 28

LIST OF RETURNABLE ITEMS (proposal to reference numbering as outlined below) ........................................ 29


INTRODUCTION Executive Summary Lassen Municipal Utility District in Susanville, California, also referred to as “LMUD”, is accepting proposals for a vendor to provide an integrated Customer Account Management and Accounting software package. Solutions should have functionality that fully addresses all of the business needs of an electric utility, including: Customer Care and Billing, Accounting, Asset Management, Work Order Management, Human Resource Management, Time & Labor, and Payroll. In addition to the software, implementation support to include data conversion and training will be required. The proposal should only include solutions that have been proven and implemented at other similar sized utilities. Lassen Municipal Utility District is a municipal electric distribution utility that provides electricity to rural areas in Lassen County. LMUD’s main office is located in Susanville, CA. The utility supplies power to approximately 10,500 meters. Project Objectives The requirements being reviewed as part of this RFP are replacing software currently in use at LMUD for the following functions:

Required Functions:

Customer Information and Utility Billing

Customer Web Portal

Accounting/Financial Reporting

Mobile Capabilities

Prepay Services

Bill Production and Mailing

HR/Payroll

Work Order Management

Payment Kiosks In addition to the software, LMUD requires conversion of data from our existing systems, integration with other business systems to the level currently in production if required, end-user and administrative training, and comprehensive startup support to successfully migrate to the new system without interruption to routine business operations or degradation of service to our customers. LMUD desires the functionality be provided in a tightly integrated and robust system with all required functions provided from the vendors’ standard package and minimizes the use of third party software. Any third party additions to achieve this complete functionality must be clearly identified and experience with that combination of applications noted. Custom applications or interfaces to our systems will only be considered as a phased in approach to implementing all components of the application. If your proposal includes interfaces, you will need to provide appropriate assurances of performances and references from active customers using that combination of components.


Our preference is to review current business practices; keeping them where it makes sense, but adapting to new capabilities provided by a new integrated system. A vendor that will assist our team in adjusting to best practices is preferred. You may also include in your proposal optional modules for LMUD’s review that may be valuable to our business. These should be identified as “optional” and their prices should be listed separately. If any optional modules are a third party offering, the proposal needs to note that and include a reference of where that offering has been implemented. The proposal can only include modules and functionality currently in commercial use, but LMUD welcomes additional comments on future developments in your technology road map with estimates of live dates. We are looking to review both a system and a vendor that will help LMUD grow and adapt over the next ten years.

BUSINESS APPLICATIONS OVERVIEW LMUD has been running PCS Connect and Insight as its main CIS/Accounting package for over 13 years. Recent upgrades to the software include moving the database structure to Microsoft SQL for better performance. PCS currently integrates with LMUD’s field engineering (staking) platform, geographic information systems (GIS) platform, and automated metering platform (TWACS). LMUD has invested time and money in its current Trimble NIS GIS and Staking solution and intends to keep the software. Any new CIS/Accounting package needs to be able to integrate via MultiSpeak with Trimble NIS for Staking, Customer Updates, and Outage Management. LMUD started deployment of Aclara’s TWACS automated metering solution in 2016. Approximately 4,500 of the current 10,500 meters are operating with TWACS meters. TWACS provides daily reads along with hourly interval data. The CIS solution proposed must be able to accept reads for billing either via MultiSpeak or flat file from the TWACS server without user interaction for imports. The software must also have the ability to retrieve on-demand reads and issue remote connect\disconnect commands from within the software.

GENERAL REQUIREMENTS Training Training for each user and administrator of the system will be required. The training should be delivered in an effective and cost-efficient manner prior to the go-live of the system, with onsite support and follow-up during the go-live periods. The proposal must include a general plan for LMUD, as well as a cost estimate for additional training if this is requested by LMUD during the implementation project. LMUD will make resources available for training based on the schedule provided by the vendor during the implementation project. It is expected that the customer service group may need to be trained in multiple groups to allow for continuation of service to our customers during the training.


Training space and equipment can be provided by LMUD and will be set up by LMUD prior to training. During the initial planning stages of the project, the vendor’s project manager must prepare a specific training plan for LMUD that includes the topics to be covered, and a validation plan to ensure that each employee is prepared to execute their role utilizing the new system. A test or training environment should be made available for LMUD employee use as training begins so that users can practice independently after the initial classroom training. Data Conversion and Migration Requirements As part of the purchase of this system, LMUD will require conversion of our existing data into the new platform, and setup of the data tables to ensure that LMUD can successfully perform business functions without interruption. LMUD will provide the data to be converted. Our data is currently in SQL databases. The vendor will cooperatively work with LMUD to map the data from our current data tables to the new system so that current and historical data is maintained going forward. During the project, a test system will be provided and used for validation of the converted data. Prior to cut over to the live system, the vendor will provide documentation to confirm that the data was converted properly and the new system carries the balances of our existing systems. The proposal should cover what format the vendor will need the data to be in for the conversion. Additionally, the vendors proposal should cover the length of time different records should be kept according to the vendors recommendation and understanding of best practice. LMUD may include additional years of history if the cost can be justified. The minimum amount of historical data that LMUD needs to keep for legal and policy purposes is shown below. The proposal needs to include the conversion and loading of this data to the live system and the validation of it against the current systems.

Module Items Minimum History

General Ledger Chart of Accounts, GL transactions, journals

7 years

Accounts Payable Vendor information, invoices, payments, 1099 balances

7 years

Accounts Receivable Power invoices, miscellaneous receipts

7 years

Procurement Contracts, purchase orders 7 years

Asset Management Physical inventory records, asset records

All asset records will need to be converted

HR/Payroll All employee records to include payroll, benefit and deductions, administrative records, current Personal Leave balances, YTD payroll information

All asset records will need to be converted


Customer Information and Billing

Customer information, billing history, payment history, notes, reference tables

7 years

Support Services Technical support for users of the system at go-live and on an ongoing basis is required. LMUD expects to work with support staff within the United States and have access to support during normal business hours (7:00am – 5:00pm PST\PDT) with the option for 24/7 support. In addition to user support for all applications, the vendor shall also have expert technical support readily available to LMUD IT staff to deal with installation and performance issues. Experts shall also be available to address integration issues between your system and any integration that is being implemented for LMUD as part of this project. The proposal needs to address the following items:

User Support What are your live support hours?

What support channels are available to LMUD? Phone, chat, online support forum?

How many people provide phone support at a given time?

How do you provide expert IT support?

How do you support integration with other systems? Is this support also available through your phone support line?

How do you track support calls? What is your target response time and target resolution time?

User Group Do you have an annual meeting for the user group? Where is it held? How many days is the meeting? Do you also have regional user groups?

Does your user group have an online forum for sharing?

Training Do you have ongoing training classes? Are these at your site, regional and online?

Do you provide resource documents and training materials online?

Do you offer online webinars?

User Input and Addition of Features

How do your users provide input for additions to the system?

How do you track and prioritize these requests?

Go-Live Support The proposal needs to outline a strategy and include costs for providing go-live support for this project. Please specifically address how LMUD Customer Service Representatives, Accounting, and Dispatch will be supported during the first weeks of go-live; which may include phone, in-person or online support. It is LMUD’s intention to carry on business-as-usual during go-live, to include processing payroll, paying vendors, taking customer payments, providing phone support, setting up new accounts and executing service orders. LMUD also expects to continue with our normal billing


processes as routinely scheduled. LMUD would consider temporarily suspending delinquent and collection processes in the days immediately surrounding go-live. The support plan should be based upon the most likely scenario for an implementation of LMUD’s size and complexity. It should include the number of vendor resources and the length of time they will be available on-site. If a staged implementation is recommended, then appropriate employees need to be included at each stage. Test Environment A minimum of one complete test environment must be provided as part of the proposed solution. The test environment should be available to LMUD personnel during the conversion project for data validation and training and must remain available post-conversion. The test environment must be available to LMUD on a 24/7 basis. The test environment must be easily refreshed so that it can be kept reasonably current. It is expected that in addition to the test environment, LMUD will have a sandbox type of environment made available to allow staff to practice what they have learned in training. Implementation Plan Project Plan Vendor shall provide an Implementation Plan to achieve the project goals with timeframes and resources specified for each major milestone. The plan shall specify whether work is to be performed on-site or remotely. The plan should include the vendor’s recommended sequence of events to implement the project goals.

Project Management To ensure a smooth transition to a new system with no interruption in service to our customers, LMUD requires strong project management from the vendor. The project manager should be committed to, and follow the project from beginning through successful implementation. The project manager must stay engaged in the project, provide regular status updates to LMUD’s management, and be knowledgeable in the work of the team so that the project remains on schedule and issues are identified and resolved quickly. It is LMUD’s intent to issue a contract in a phased approach including a defined scope of work, implementation plan, and cost schedule. In Phase 1 of the contract the vendor will be required to work with LMUD to develop a defined scope of work and cost structure. For phase 2 LMUD will give notice to proceed with full implementation incorporating the scope of work developed and cost structure by key milestones. The vendor will provide a roster of project team members and their respective role on the project. For each team member, the vendor will provide relevant work background to demonstrate that the team member has the requisite skills for the position. The roster will also include the required LMUD resources both in number and type for each phase of the project.


During the implementation phase, the vendor must provide LMUD notice prior to reassignment of a key person from the project team, and must have a defined replacement with expertise at the same level. It will be the vendor’s responsibility to bring the new person up-to-speed on the project at the vendor’s cost and without delay to the project. Business Process Review LMUD anticipates changing its business processes and work flow to adapt to a new system and to take advantage of the features of the system. We are strongly committed to adapting our work processes to avoid customizations of the software or expensive add-ons to the base package. During implementation, the vendor should provide LMUD’s project team guidance on work flow designs that help us take advantage of the opportunities available in the system to improve current work processes. These designs do not need to be specific for LMUD and can be in the form of training materials, process diagrams or work flow templates. Pricing Vendor shall provide an Estimated Pricing Schedule including pricing for all software, hosting, implementation (including project management), training (including travel and lodging estimates), technical support, required hardware specific to proposed solution and any other identifiable costs. Additionally, proposal must include estimated annual pricing for three years for software maintenance, equipment maintenance and support services, including upgrades.

REQUIREMENTS LMUD strongly prefers that all base functionality be provided by the vendor’s standard solution without the need for custom programming. Please indicate below if any of the functions require any custom programming to complete the functions as defined.

MATRIX Use the following categories (I, O, E, N) to respond to the statements below.

I Included with base system or service as proposed by Vendor without customization

O Optional feature or service provided for additional cost (e.g. separate line item cost) as indicated in cost proposal

E Exception to the feature or requested service. Explain on response form. Explain all alternatives and any additional costs

N Feature or service NOT currently available

Any areas within the matrix that require a description may be denoted independent from this document as long as the Vendor refers to the applicable section number (i.e. 2.35).


Financial Information System Current Environment LMUD’s Financial Information System is PCS Insight, running on SQL Server 2014. The application and database servers are Windows Server 2012R2. This application was originally implemented in 2004, and has had major upgrades approximately two times. The Financial Information System integrates with Trimble NIS to receive Work Order construction assemblies and to book Continuing Property Records. The Customer Information System interfaces with the Financial Information System to send transactions and miscellaneous payable information. All interfaces with external entities such as banks are done through a manual secure file transfer process.

I O E N

1.0 Accounting

1.1 Please provide an example of available reports from all of the accounting modules

General Ledger

1.2 Ability to use and configure data fields to meet the business needs of the Utility (i.e. In addition to GL account and Work Order we have costs associated with project numbers). This would need to be a common set of fields within all modules throughout the application.

1.3 Ability to create standard journal entries and templates

1.4 Ability to report actual costs against the budget

1.5 Ability to import journals from external sources such as spreadsheets

1.6 Ability to set up and configure allocations

1.7 Describe the ability to set up recurring journal entries

1.8 Describe the ability to enter JE’s “on the fly”

1.9 Describe the ability to look up fields within the JE entry process, in other words drop down boxes with acct #’s, available departments, work order numbers

1.10 Describe if the system will only allow certain fields that correspond to the account number (i.e. only departments with the specific GL account will be available for entry – will not allow a department that is not properly set up in chart of accounts to be matched with a GL #)

1.11 Describe the ability to “drill down” into multiple levels of details while viewing the operating statement or balance sheet on the screen


I O E N

1.12 Describe the ability to export data to Excel

1.13 Describe if the data fields are in single columns per data field to ensure exports are user friendly

Treasury/Banking

1.14 Ability to import check clearing files

1.15 Ability to perform positive pay

1.16 Ability to reconcile bank statements

1.17 Ability to track credits from vendors

Miscellaneous Receivables

1.18 Ability to create an ad hoc bill outside of retail electric sales

1.19 Ability to input invoices and payments for new construction

Accounts Payable

1.20 Ability to perform two and three way matching

1.21 Invoice approval workflow and ability to view an image of the invoice

1.22 Ability to import payables from external sources (i.e. purchase card file)

1.23 Ability to configure file outputs to send to external entities such as banks (ACH files, etc.)

1.24 Ability to create payables from other applications and/or modules such as payroll and customer refunds/rebates generated in CIS

1.25 Ability to see customer refunds input in Customer Service application

Contracts & Purchasing

1.26 Describe the requisition and purchase order workflows and approval thresholds available throughout the application

1.27 Describe the ability to create request for quote’s (RFQs) and bids

1.28 Describe how suppliers are entered and tracked within the applications (supplier on-boarding check list)

1.29 Describe the ability to email purchase orders/RFQs/Bids to suppliers from within the application


I O E N

1.30 Describe how contracts can be tracked within your application

1.31 Describe the ability to perform purchase order expediting

1.32 Describe the ability to process multiple releases from annual purchase orders (blanket purchase orders)

1.33 Describe the ability to attach external objects/documents within the application (Excel, PDF, etc.)

1.34 Describe the process to edit\change a purchase order after it has been issued

Asset Management

1.35 Ability to track and depreciate individual and group assets

1.36 Units of property – Describe process to track continuing property records

1.37 Describe ability and process for issuing and retiring materials

Fleet Management

1.38 Ability to track and schedule vehicle maintenance

1.39 Ability to keep DOT records for service

Materials/Inventory

1.40 Ability to generate report to identify inventory stocks that meet a user-configurable minimum stock quantity for ordering purposes

1.41 Ability to track exempt and non-exempt material by quantity, and perpetual average unit price

1.42 Ability to have multiple inventory locations

1.43 Ability to attach digital images to material records

1.44 Ability to check material in and out of the warehouse with the use of handheld devices

1.45 Provide list of preferred devices for inventory check out within your application

1.46 Describe how annual inventory is done within application

1.47 Ability to issue material to a work order when required (this is not always a requirement, material is also issued for maintenance activities that do not require a work order)


I O E N

1.48 Describe the ability to attach external objects/documents within the application (Excel, PDF, etc.)

1.49 Describe ability to have multiple steps in receiving process (hold for inspection)

1.50 Describe return to vendor process

1.51 Ability to enter receipts while performing year end physical inventory

1.52 Ability to record inventory at receipt in a clearing account until invoice is entered and matched putting the amount into AP liability account

1.53 Ability to track serialized items

1.54 Ability to store and track transformer stocks, including by size, type, and voltage

Time & Attendance/Payroll

1.55 Ability to enter time against multiple work orders

1.56 Configurable time and labor rules to comply with bargaining unit contract. Ability to manually make paid leave changes to comply with union contract.

1.57 Ability to produce electronic pay checks that are viewable through the application

1.58 Ability to pay off cycle (ACH and/or check)

1.59 Ability to create work schedules

1.60 Ability to define when certain types of pay can be entered such as holiday, overtime, etc.

1.61 Ability to restrict types of pay based on employee type

1.62 Describe how the application validates time entered against the rules that have been configured

1.63 Describe the process for applying tax changes

1.64 Describe the process for creating files to be sent to external entities such as benefit providers

1.65 Describe the ability to create a recurring stipend that the employee does not initiate and the ability to pay miscellaneous earnings on demand (i.e. cell phone stipend, tuition reimbursement, etc.)

1.66 Describe how the application applies retroactive pay rate changes

1.67 Describe how payable time and indirect labor (payroll expenses) get allocated to the General Ledger and to Work Orders


I O E N

1.68 Describe how reported time gets allocated to the General Ledger as part of month end processing if it is in the middle of a pay cycle

1.69 Describe the process for requesting and approving time off through the application

1.70 Ability to enter and approve time on a mobile device, including breaks and meal periods

1.71 Ability to set up pay codes for taxing purposes on workman’s comp top off per unit contract, also Excess Life

1.72 Ability to manually create payroll checks for expenses for retirees and to accrue holidays and floating holidays for new employees

1.73 Be able to process special payrolls for bonuses that don’t accrue leave and be able to manually remove Federal and State taxes before processing

1.74 Be able to manually change deduction and expense amounts on a monthly basis

1.75 Be able to run payroll advances with no deductions or expenses (flat amount)

1.76 Ability to generate Federal IRS Form 941

1.77 Ability to generate California EDD Form DE9

1.78 Please provide a list of payroll related reports that are available

1.79 Ability to create financial reports (financial statements, trial balance, etc.)

Human Resource Information System Current Environment LMUD does not currently use a Human Resource Information System. We are interested in having the software package include the following features.

I O E N

2.0 HR and Payroll

HR/Compensation

2.1 Centralized repository for employee data including personal data, job history, biographical (i.e., veterans), demographics, and compensation data


I O E N

2.2 Describe tools available to complete salary administration planning and modeling, workflows for salary changes and approvals, and automation of pay step progressions based on time and performance

2.3 Describe the ability to perform comparative compensation analysis (i.e., process and/or reports that assess internal equity, salary comparisons within ranges, time in position, etc.). Provide examples of salary related reports

2.4 Provide examples of delivered total compensation reports

2.5 Describe the functions that are available through employee self-service within your application (i.e., time reporting, leave requests and approval, compensation, training management, etc.)

2.6 Provide list and examples of delivered regulatory reports (i.e. OSHA, Veterans, FMLA, COBRA, ACA, etc.)

2.7 Describe the capability to track Federal FMLA and State Family Leave hours. Indicate whether or not system includes administration workflow capabilities, reporting, forms and federal notices associated with these types of leaves. Provide examples of delivered forms and reports.

2.8 Does system have mobile capabilities (Apps) and if so, what are they and do you partner with another entity to provide the service?

2.9 Provide screen shots of the HRIS Home page for the employee, supervisor/manager, and system administrator

2.10 Describe tools available to develop and publish company organizational charts. Provide examples of a delivered organizational chart.

2.11 What steps does your agency take to ensure the HRIS system has the ability to capture data elements and create reports needed to ensure LMUD is compliant with federal and state regulatory changes (i.e., ACA, OSHA, etc.). How do these updates within the system occur?

2.12 Describe capabilities for administration and OSHA record keeping associated with workplace accidents, including workers compensation claim management recordkeeping and administration


I O E N

2.13 Describe ability to track ADA accommodations

Benefits

2.14

Describe the benefits administration capabilities of the application including online open enrollment and life event management

2.15 Ability to configure multiple benefit plan types and options including medical, dental, life insurance, pension, deferred compensation, etc.

2.16 What interface tools are available to import and export data to other systems and/or vendors?

Learning Management

2.17 Describe training and development functions within the system. Does the system offer training development options, integration with other training resource banks, training and re-certification due dates, workflows associated with required training due dates, enrollment and scheduling, and reporting? Provide examples/screen shots of training pages within system and available reports.

Performance Management

2.18 Describe performance management capabilities of the application, including, but not limited to, appraisal form development and processes (including reminder of upcoming appraisals), performance planning and assignment of goals, and succession planning. Provide examples of appraisal forms and other delivered performance related delivered reports.

Onboarding

2.19 Describe capability to provide onboarding program within application. Provide details on the new hire experience, ability to automate tasks and notices and verify completion of tasks, and other system reporting, tracking and management processes offered within the application.

Customer Information System


Current Environment LMUD’s Customer Information System (CIS) is PCS Connect. The CIS is the centralized repository for customer account information and allows for typical customer transactions, including billing, collections, read-in, read-out, calculation of complex retail rate schedules, field activities used for any type of change to the service point (meter exchange, stopping service, boot the meter, etc.), and documents all customers contacts added free form by a Customer Service Representative (CSR). The CIS integrates with many external entities, typically through a flat file with a manual import but in some cases MultiSpeak web calls.

I O E N

3.0 Customer Information System

3.1 Describe architecture of how accounts are defined and the ability to handle multiple accounts and customer addresses, and open fields to collect additional customer data. Proposed solution must include Prepay capability, budget billing and others as appropriate.

3.2 Define architecture of accounts/service locations, and other options such as multiple accounts

3.3 Application must have a summary page that displays key aspects of the customer’s account to a CSR

3.4 Application must accommodate multiple financially responsible parties on an account (spouses, co-applicants, Power of Attorney); describe where displayed in your system

3.5 Describe the ability to customize the data viewed by CSR

3.6 Describe the ability for a CSR to view a mailing address if it is different than the service address

3.7 Describe the fields in which an existing customer can be searched (name, address, account number, etc.) and any wildcard search options

3.8 Describe your practices regarding Payment Card Industry (PCI) compliance and Red Flag rules as well as NACHA rules

3.9 Ability for CSR to document interactions with customers and for those documented interactions to have an end date


I O E N

3.10 Ability to display account alerts, including color options, such as Life Support, Landlord Agreement, Broken Pay Plan, etc.

3.11 Describe ability to retain a history of accounts viewed and/or updated by a CSR, including the number of accounts and the time period

3.12 Describe the process for scheduling jobs and processes in your CIS (i.e. using a batch scheduler, manually, etc.)

3.13 Ability to track customer calls and associate calls and notes with account and display that information when the account is looked up during future calls

Credit and Collections

3.14 Describe how the credit and collections process works within the application

3.15 Ability to offer paper or electronic past due notifications based on customer preference

3.16 Ability to create a payment plan that will suspend credit activity to allow a customer to pay a bill on agreed upon date(s) in between bill cycles and over multiple bill cycles

3.17 Ability to generate an automated confirmation letter to the customer with the payment plan details

3.18 Describe the process of identifying unpaid closing bills and producing a list referral to a third party collection agency

3.19 Ability to assign an internal credit score to a customer’s account based on their payment history and LMUD’s criteria

3.20 Ability to allow different events/steps in the credit process based on criteria linked to a specific account (i.e. customer with life support designation, or good pay customer who receives a reminder notice before receiving a disconnect notice)

3.21 Describe the process for writing off unpaid closing bills

3.22 Describe ability to add warning messages on portal and on billing statements indicating account is past due or is out for disconnect


I O E N

3.23 Describe the ability to review revenue and non-revenue adjustments

3.24 Describe the ability to prevent a bill being sent to a customer until a later date

3.25 Describe the ability to interface with Online Utility Exchange for credit checks on new accounts and for referral to collections

3.26 How many clients currently have an interface with your software and Online Utility Exchange

Billing & Rates

3.25 Define types of services, rates, and other programs included on bill

3.26 Describe rate flexibility provided in your base product, and examples of additional services and fees that can be included on a bill

3.27 Ability to configure rate schedules with multiple billing determinants (i.e. kWh, kW demand, kVAR, etc.)

3.28 Ability to produce bills, and flexibility in additional services, taxes or charges on a bill (including the ability to tax certain zip codes)

3.29 Ability to bill bi-directional meters or net metering installations; tracking and crediting customers at a full retail rate for a 12 month period, after which any excess generation is credited to the customer’s account at a wholesale rate. And the ability to display on the customer’s bill the current amount of credits on their account and their monetary value at both retail and wholesale rates. PUC Code 2827(h)(2)(A) and 2827(h)(3)

3.30 Ability to adjust a bill back to a certain date on a read in/read out

3.31 Describe the functionality of your budget payment plan, including the frequency of recalculations during the year, the ability to calculate an initial budget payment amount, the ability to monitor budget customer exceptions (i.e. identify those accounts with a credit or debit payoff balance or past due), and the ability for a customer to be automatically notified when the program expires

3.32 The following billing options are the


I O E N

minimum required. In your response, please confirm that you can meet these minimum requirements and identify other beneficial features.

Describe bill validation, error checking or auditing features. Provide information on the system operated with and without a Meter Data Management system

Bill estimation/prediction

Ability to consolidate multiple bills for the same customer

Ability to generate duplicate bills

Integrated support for Bill Deposits, NSF charges, etc.

Customer web portal access to view energy usage and view/pay utility bills.

Simplified invoice/bill design and ability to include charts, bill history, similar bill comparisons, and other important messages on bill

Ability to easily create customized, user-generated billing information reports and export to a format to be determined

Ability to display bill credits, adjustments, payments and deposits

Automatic calculation and posting of late fees

Ability to apply discounts with a variety of discount percentages

Ability to import readings from Itron MVRS

Ability to import readings from Aclara TWACS (TNS & iiDEAS)

Net-metering calculations

Alerts/Notifications

3.33 Ability for CSR to set up automated customer notifications based on criteria such as bill availability, payment reminders, usage thresholds, 12 months of good payment history, etc. Phone, email and text notifications would be required.


I O E N

3.34 Describe the ability to flag an account that has no usage for the last 12 months

3.35 Describe the ability to flag an account with a 50% change in usage from the previous year same month

Payments and Cashiering

3.36 Must allow the following payment methods and any desired additions:

Cash

Check

Credit Card

Debit Card

ACH Payment

Over the Phone

Customer Portal

Mobile Phone

Kiosk

Remote sites such as pay stations

3.37 Ability to accept payments that are not associated with an electric bill (i.e. miscellaneous billings, rentals, CJO, donations, etc.)

3.38 Requires a clear and auditable process for closing and reconciling the cash drawers, and a clear and auditable process for making a bank deposit each business day

3.39 Ability to update account balances in real time and produce receipts indicating amount of payment made and remaining balance owing

3.40 Ability to accept electronic payments from services such as Checkfree, Mars, iPay, FIS, Chase, LiHEAP, etc. for customers who pay through their banks bill pay service

3.41 Ability to scan batches of checks and payment stubs; apply credits to customer utility accounts; and generate file to transfer to bank for debiting customer’s bank account

Service Starts and Stops, New Services and Work Requests

3.41 Ability to:

Define and edit a list of service orders


I O E N

and the desired work flow for each type from creation through closing to include charging standard fees by type

Include reporting tools to track age and status of open orders

Convert a disconnect order to a transfer if a new customer applies for service when a stop order was previously entered

Allow for landlord agreements to ensure that closed accounts revert back to the landlord and a disconnection does not occur

3.42 Ability to create a new customer, transfer a customer, stop a customer, create a new service agreement

3.43 Ability to create a field activity for work to be done at a customer’s service address such as:

Meter Exchange

Install Area Light

Defective Meter Investigation

Meter Tamper Investigation

Bill Printing and Mailing Current Environment LMUD is currently using a third-party vendor to print and mail bills. PCS transmits the bill file securely to the printing vendor. The vendor processes the bill file, then prints and mails to the customers. Approximately 10,000 paper bills are printed each month.

I O E N

4.0 Bill Printing and Mailing

4.1 Provide the name and location of the site where bills will be processed and mailed, as well as redundant locations used for disaster recovery

4.2 Describe the process and timeline of receiving the data file of bills ready to be rendered, from receipt of the data file to the release to the USPS

4.3 Describe the ability for LMUD to track the status of the bill file, including the processing of the bill file, printing of the bills and release to the post office


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4.4 Ability to “intercept” bills (allow LMUD employees to locate and review a specific bill after it has been generated but before it is printed)

4.5 Describe the method for inserting marketing materials with the bill

4.6 Ability to CASS certify mail

4.7 Ability to achieve postal discounts

4.8 Ability to track individual pieces of mail through the USPS system

4.9 Ability to send both an email bill and a printed bill to the same customer

4.10 Provide Service Level Agreement for bill printing and mailing

4.11 Describe the ability to include bill messages on bills, and the number of characters allowed per message

4.12 Describe the ability to include bill messages on specific bills (i.e. individual customer) or groups of customers (i.e. all residential customers)

4.13 Ability to include co-applicant or joint owner name on the printed bill

4.14 Ability to combine bills for multiple accounts with the same billing cycle and mailing address into one envelope for mailing

IVR Current Environment LMUD does not currently use an IVR but would like the following functionality in a new solution.

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5.0 IVR

5.1 The IVR system is capable of storing payment information and prompts customer to use the last payment method used when future payments are made

5.2 Describe how your IVR solution is PCI and NACHA compliant

5.3 IVR can recognize the customer’s phone number and prompt the customer to confirm and provide an updated phone number to LMUD

5.4 Describe any outbound IVR features available with your system


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5.5 Ability for the customer to be prompted to speak to a live LMUD representative during the call, during regular business hours

Pre-Pay Metering Services Current Environment LMUD would like to offer pre-pay services as a customer choice (opt-in) in lieu of paying a security deposit or to get reconnected after disconnect for non-pay. LMUD prefers the option for funds to be added to the customer account via a web/mobile application to provide customers with 24/7 self-serve payment capabilities.

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7.0 Pre-Pay Metering Services

7.1 Describe the ability to integrate pre-pay metering services with your CIS application, customer portal and the meter data management system

7.2 Provides the ability for customers to add funds to the account through all payment channels

7.3 Provides real time information/notifications to the customer through web/mobile applications

7.4 Ability to set-up a pre-pay account with business rules that allow payments to be applied to previous unpaid debt and current usage charges

7.5 Describe the configuration options for disconnects, reconnects (i.e. minimum payments, deficit balances, etc.)

Customer Portal Current Environment LMUD is currently using a 3rd party hosted platform to support customers in making online payments, updating contact information, and viewing current and previous bill statements. LMUD would like a customer portal platform which extends the current web capability for customers to access their energy usage and comparisons, link to outage maps, and inquire about conservation benefits. A portal will provide new communication channels (e.g. online queries, chat, educational programs) for customers.

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8.0 Customer Portal

8.1 Describe the ability for the portal to be a single sign on gateway to services such as payments,


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electronic bill presentment, usage, viewing and reporting an outage, communicating with LMUD employees, etc.

8.2 Describe the ability for a customer to view the exact image of their bill in hard copy or online

8.3 Ability for customer to access their energy usage and compare usage over multiple periods

8.4 Does the solution meet ADA compliance?

8.5 Describe the communication channels that are available through your portal to contact LMUD employees (i.e. online queries, chat, etc.)

8.6 Portal supports the Green Button Initiative

8.7 Describe all mobile optimized services and information available to customers using a mobile device

8.8 Ability to display near real-time account information to the customer

8.9 Describe the ability for LMUD to configure the portal website

8.10 Provide an overview of the types of notifications customers will automatically receive and the channels they are offered

8.11 Provide an overview of the types of optional notifications customers can receive and the channels they are offered

8.12 Describe how you meet PCI & NIST compliance requirements with regards to all payment channels

8.13 Ability for customers to receive electronic bills and paper bills, even if not enrolled in portal

8.14 Ability to enroll in auto pay as well as make one-time payments

8.15 Describe the functionality of the one-time payment system

8.16 The one-time payment system is capable of storing payment information and prompts customer to use the last payment method used when future payments are made

8.17 Ability for customer to initiate service start\stop work order

8.18 Describe mobile devices and the operating systems the portal is compatible with (i.e. tablets, smart phones, Android, IOS, etc.)


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8.29 Describe if social media links can be added to the portal

3rd Party Systems Integration LMUD will require several integrations between our applications and outside service providers. As part of this project, we would like to improve our integration further by standardizing and modernizing the integration methods. Your response needs to include a diagram that shows how your modules integrate with each other and with any systems that are outside the core applications. Your proposal will need to indicate how you will integrate your applications with LMUD’s existing application environment.

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9.0 System Integration

Customer Information / Customer Billing System

9.1 Describe your solution’s support for integration and the method of integration to the Trimble DMS Outage Management System

9.2 Describe your solution’s support for integration and the method of integration to the Trimble NIS GIS platform

9.3 Describe your solution’s support for integration and the method of integration to the Trimble NIS IVR platform

9.4 Describe your solution’s support for integration and the method of integration to TWACS AMI

9.5 The ability to automatically reconnect a meter in TWACS that was disconnected for non-payment after verifying payment has been received.

9.6 Does your solution support screen pop ups for account lookup from inbound calls from the Mitel 3300 (MiVoice) PBX Platform?

9.7 Describe your solution’s support for integration and the method of integration to the Trimble NIS Staking software

9.8 Describe your solution’s support for Multispeak integration with CRC

Accounting and Financial System

9.9 Describe your solution’s ability to import and export AP batch information for integration with


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an external Document Management System (Docuware)

Field Worker Tools Current Environment LMUD uses mobile devices in the field for line crews and engineering. The primary use for this technology is to view mapping, take photos, and send email correspondence. LMUD would like to expand the use of the current mobile technology by introducing the ability to work service orders and enter time card information from the field.

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11.0 Field Worker Tools

11.1 Ability to use Toughbooks & iPads to access work orders in the field

11.2 Ability to close a work order in the field

11.3 Ability to attach pictures or additional documentation to a work order via iPad or iPhone

11.4 Ability to download work orders and use application when not connected to the internet

11.5 Describe the overall application and its various functions

11.6 Describe the ability to enter time card info from the mobile device

Technical Overview LMUD intends for the CIS/Accounting solution to be hosted by the vendor.


PROPOSAL INFORMATION General LMUD reserves the right to reject any or all proposals received in response to this RFP. LMUD further reserves

the right to select any part of any of the proposals to develop the most effective solution and to negotiate

with any party for terms and conditions of the contract. Proposals should include the complete cost of the

solution, including software, implementation, training, travel and lodging, and annual fees/licenses with

individual line items priced where feasible or where required by this RFP. Proposals should also include

information that demonstrates how the vendor will comply with prevailing wage requirements

applicable to contractor/vendor work performed for public utilities (California Labor Code Section

1771 thru 1776).

Schedule of Events

RFP Issued March 21, 2018

Proposals Due April 20, 2018 3:00pm PST

Evaluation of Proposals April 23 – May 21, 2018

Online Presentations (As requested by LMUD) TBD

Reference Checks and Contract Negotiation (Tentative)

May 23 – May 31, 2018

Detailed Scope Of Work Development (vendor & LMUD)

Prior to proceeding with project implementation

Contract Award (Tentative) June 1, 2018

Project Start Date Negotiable

Detailed Scope of Work Development LMUD desires to work with the vendor on developing a detailed scope of work and phased approach for the implementation project. The scope of work will include a review of major business processes and include a proposed solution within the vendor’s application based on prior experience and best practices. If costs will be associated with this effort they are to be included in the proposed pricing schedule. If costs are omitted from the proposal, it is assumed this work is included in the total cost of the solution. Proposal Submission Please review this RFP carefully before responding to ensure that you understand fully all procedural, system, and contractual requirements. To be considered for selection, vendors must submit a complete response to this RFP as detailed in this section. Proposals should be submitted electronically via email to:

Nicholas Dominguez, IT Manager – Lassen Municipal Utility District [email protected]

mailto:[email protected]


Amendments to RFP If it becomes necessary to amend this RFP, all vendors who are participating in the bidding will receive copies of the amendments. You must let us know you are considering a bid to receive a copy of any amendments. Cost to Prepare Proposals The invitation to submit a proposal does not commit LMUD to pay any costs incurred in the submission of the proposal. Acceptance of Proposal Content The successful vendor will be expected to enter into a contract based on proposals made and the terms and conditions of the RFP and any subsequent amendments. Failure to complete negotiations will result in disqualification of the proposal. The contents of the proposal of the vendor, specifically including those parts that deal with contractual requirements, purchase prices, and official published specifications will become contractual obligations, and will be made part of the final contract. RFPs must be submitted with company authorized signature included. If any discrepancy arises between the vendor’s form contract and the proposal, the terms in the proposal shall prevail. Failure of the vendor to accept these obligations in a purchase agreement, purchase order, delivery order, or similar acquisition instrument may result in cancellation of the award. Questions about this RFP Questions should be directed via email to Nicholas Dominguez at [email protected]. Evaluation/Selection Criteria The objective of the evaluation is to examine each proposal to determine if it meets the requirements outlined in this RFP. The first step in the evaluation process will be to determine the degree to which proposals conform to the requirements. Those proposals failing to meet requirements may be rejected without further evaluation. Also, incomplete proposals may be rejected as non-responsive. Vendor selection will be based on the following criteria:

RATING MATRIX

Functional CIS (Customer Information System)

Customer Engagement (MDMS, Customer Portal, Pre-pay, Kiosks, EBPP)

Finance (GL, Accounts Payable, Procurement, Asset Management, Inventory)

Payroll/Human Resources (Learning Management, Benefits, Recruiting, Performance Management, On-boarding)

Technical

Vendor Experience (in all functional areas listed above), References, Implementation Plan, Systems Operations Methodology

Cost


LIST OF RETURNABLE ITEMS (proposal to reference numbering as outlined below)

1. Company Overview to include: a. Corporate Structure b. Corporate Values/Mission c. Business Model d. Strategic Road Map e. Annual R&D Investment f. Staff turnover rates

2. RFP Response Matrix 3. Pricing Methodology to include the following costs and any additional costs related to

vendor’s proposal: a. Scope of Work Development b. Implementation c. Data conversion d. Project mangagement e. Training f. Technical Support g. Test environment and Training environment h. Go-Live Support i. Costs for additional resources (hourly rate) j. Hardware Costs required for solution. If hardware is to be procured from another

vendor LMUD will add those costs to the total cost of the proposal. 4. Implementation Plan to include:

a. Scope of Work Developement b. Data Conversion Plan c. Project Management Plan d. Roadmap and proposed timeline (including estimated start date) for phased

implementation e. Technical Plan

i. Test Environment ii. Training Environment (i.e. Sandbox)

f. Training g. Technical Support

i. Go-Live support ii. On-going support

5. Reference List (specifically related to Utility Industry) 6. Third-Party Integration Identification 7. Integration Diagram 8. Sample contract (must be included with proposal) 9. Sample Software License Agreement (must be included with proposal) 10. Confidentiality and Non-Disclosure Agreement 11. RFP Signature Page 12. W9 13. Proposal Signature Page (see next page)


PROPOSAL SIGNATURE PAGE

Name of Corporation:

Mailing Address:

City/State/Zip Code:

Provide any third-party vendors involved in implementing the proposed Solution. The third-parties key role, responsibilities related to its implementation should be provided below.

Individual designated as the point of contact for any questions or concerns related to this RFP:

Name of Representative:

Name of Project Manager:

Telephone:

Email:

Person authorized to bind corporation to the Terms and Conditions of this response:

Authorized Name:

Title:

Telephone:

Email:

Authorized Signature:

Client Site Reference List (include Utility references that have implemented products in the manner included in this proposal):

Customer Name Contact Details Years

Deployed Converted from PCS

(YES/NO)

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