Consent Item 12
Consent Item 12
To: Ava Community Energy Authority Board of Directors
From: Kelly Brezovec, Sr. Director, Account Services
Subject: Approval of Resolution of the Board of Directors of Ava Community Energy Authority Authorizing the CEO to Negotiate and Execute Task Order No. 5 with Sacramento Municipal Utility District for Call Center and Data Management Services
Date: October 21, 2026
__________________________________________________________________ Summary/Recommendation
Sacramento Municipal Utility District (SMUD) provides critical Customer Care and Data Management Services (CCDMS) to Ava via a contract priced at a per-meter monthly service fee. Ava had entered into a Master Services Agreement (“MSA”) with SMUD for a term of approximately two years effective as of January 30, 2018, permitting Ava to execute Task Orders to purchase services, which has since been amended to be in effect through December 31, 2029. Ava and SMUD in conjunction with the MSA have entered into Task Orders to purchase services. The current Task Order expires December 31, 2026. The proposed new Task Order No. 5 is for three years and was discussed at the January 2026 Executive Committee meeting in relation to the procurement policy prior to the need for another solicitation.
The proposed new Task Order No. 5 includes a price increase from $1.10 to $1.13 per meter with an annual escalation tied to inflation. Staff has negotiated elements of Task Order No. 5, such as lower fixed fees for customer credits, including twice-annual updates of customer-facing web, phone, and email templates, and tighter schedule controls for billing system enhancements.
Consent Item 12
Staff seeks approval from the Board of Directors for Task Order No. 5 with SMUD for Call Center and Data Management Services for a three-year term, from January 1, 2027, through December 31, 2029.
Financial Impact
Ava has worked with SMUD since 2018, when Ava first started serving customers. The services have been priced at a monthly, per meter rate with additional fees for new programs or enhancements.
Per Meter Price % Annual Increase Estimated Annual
2018-2021 $1.05 $7 MM - $8.8 MM
2022-2024 $1.00 -4.7% $8.5 MM (including
Share My Data fee)
2025-2026 $1.10 10% $10.9 MM
2027 $1.13 2.7% $11.1 MM
2028 $1.15 - $1.17 2-3.5% $11.5 MM
2029 $1.19 - $1.20 2-3.5% (based on $1.16 in 2028) $12.1 MM Table 1: Historical and proposed future pricing of Ava’s contract with SMUD for CCDMS services
The annual cost, based on meters served, is expected at $11.1 million in 2027, increasing in 2028 and 2029 due to both an increase in per meter fee and growth, to $11.5 to $12.1 million per year. The growth figure was aligned with California’s Housing Element Law.
Term
In January 2026, staff brought an item to the Executive Committee to identify that this set of services would be exempt from a Request for Proposal (RFP), due to changes to the Procurement Policy. The Executive Committee agreed that no RFP was needed, agreeing that SMUD provides mission-critical products and services, which is exempt from the RFP requirement, even though the last RFP was more than five years prior. The Policy referenced in that memo was amended by a new adopted policy in April 2026; this new policy does not change the RFP requirements for "mission-critical products and services." Analysis and Context
Service and history
CCAs contract with third parties for data management services, and often, call center services (Call Center and Data Management Services, or CCDMS). SMUD, as Ava’s CCDMS provider, is responsible for critical operational services, including:
• Billing operations
• Data management
• Call center/customer service representatives
Sample activities:
Consent Item 12
Service Activities
Billing operations Ingest billing determinants from PG&E Send bill-ready billing information to PG&E
Apply payments to customer accounts
Data management Data feed conduit between PG&E and Ava
Develop and share customer characteristic reports
Ingest and share interval data feeds
Call center Respond to customer inquiries via chat, email, and phone Manage customer enrollment via web forms and IVR service Continue to update knowledge base with information about Ava programs
Table 2: Sample Activities of a CCDMS provider
Select updates to the new agreement
While the bulk of the services SMUD provides are standard, such as providing the billing information to PG&E, there are some opportunities for negotiation and inclusion of updated pricing and services. Table 3 highlights some of these differences.
Item 2025-2026 2027-2029
Per meter fee $1.10 $1.13
Common enhancements and
updates
Scheduled pricing, set at
current rates
Scheduled pricing, increased
due to inflation. Lower prices
for customer on-bill credits.
Updates to customer-facing
phone, webform, email
$50k spent in 2026 Twice annual updates included
Returning client credit n/a $1 million credit available as part of a 3-year term
Project management
standards
n/a Both parties to agree to
deadlines for planned
enhancement projects
Table 3: Task Order updates
Special consideration: alternative providers
Staff regularly monitors the energy services market and engages with potential providers and peer agencies to assess available alternatives. Based on this ongoing market review, staff has not identified another provider that currently offers the combination of customer call center capabilities, service customization, and utility operations expertise Ava receives from SMUD.
CCAs in California work with either SMUD or Calpine Energy Solutions for data management requirements. Staff’s evaluation indicates that Calpine, acquired by energy provider Constellation in 2025, does not fully meet Ava’s customized operational and customer service needs. Staff will continue to monitor the market and evaluate emerging alternatives and intends to conduct a formal competitive process when market conditions and Ava’s needs make doing so appropriate.
Consent Item 12
Committee Recommendation
On October 7, 2026, the Executive Committee discussed this agreement and recommended that the Board of Directors approve Task Order No. 5 with SMUD for Customer Care and Data Management Services.
Attachments
A. Resolution
B. SMUD Task Order No. 5 draft agreement
C. PowerPoint
Attachment Consent Item 12A
RESOLUTION NO. R-202x-XX
A RESOLUTION OF THE BOARD OF DIRECTORS
OF AVA COMMUNITY ENERGY AUTHORITY AUTHORIZING THE CEO TO NEGOTIATE AND EXECUTE TASK ORDER NO. 5 WITH SACRAMENTO
MUNICIPAL UTILITY DISTRICT FOR CALL CENTER AND DATA
MANAGEMENT SERVICES
WHEREAS Ava Community Energy Authority (“Ava”) was formed as a community choice aggregation agency (“CCA”) on December 1, 2016, under the Joint Exercise of Powers Act, California Government Code sections 6500 et seq., among the County of Alameda, and the Cities of Albany, Berkeley, Dublin, Emeryville, Fremont, Hayward, Livermore, Piedmont, Oakland, San Leandro, and Union City to study, promote, develop, conduct, operate, and manage energy-related climate change programs in all of the member jurisdictions. The cities of Newark and Pleasanton, located in Alameda County, along with the City of Tracy, located in San Joaquin County, were added as members of Ava and parties to the Joint Powers Agreement (“JPA”) in March of 2020. The city of Stockton was added as a member to Ava in September of 2022. The city of Lathrop was added as a member to Ava in October of 2023. San Joaquin County was added as a member to Ava in July 2024. On October 24, 2023, Ava legally adopted the name Ava Community Energy Authority, where it had previously used the name East Bay Community Energy Authority since its inception.
WHEREAS Call Center and Data Management Services (“CCDMS”) are fundamental to the efficient operation of Ava Community Energy as a CCA; and WHEREAS Ava, then East Bay Community Energy Authority, issued a Request for Proposals for CCDMS in March 2021 and selected the proposal from the Sacramento Municipal Utility District (“SMUD”) for further consideration and ultimately, a three-year agreement; and
WHEREAS Ava had entered into a Master Services Agreement (“MSA”) with SMUD for a term of approximately two years effective as of January 30, 2018, permitting Ava to execute Task Orders to purchase services; and WHEREAS Ava and SMUD subsequently amended the MSA effective as of December 20, 2020, to extend the term of the MSA until December 31, 2022; and WHEREAS Ava and SMUD again amended the MSA effective as of January 4, 2022, to extend the term of the MSA until December 31, 2024; and WHEREAS Ava and SMUD again amended the MSA effective as of December 31, 2024, to extend the term of the MSA until December 31, 2029; and WHEREAS Ava and SMUD executed Task Order 2, effective January 1, 2021, with an expiration date of December 22, 2022; and
WHEREAS Ava and SMUD subsequently amended Task Order 2 to extend the expiration date to December 31, 2024; and
Attachment Consent Item 12A
WHEREAS Ava and SMUD entered into Task Orders 3 and 4, both with an expiration date of December 31, 2026; and
WHEREAS Ava is wholly satisfied with SMUD’s CCDMS services to-date and desires to extend the relationship and continue services under Task Order 5, with updated scope and terms of compensation.
NOW, THEREFORE, THE BOARD OF DIRECTORS OF AVA COMMUNITY ENERGY AUTHORITY DOES HEREBY RESOLVE AS FOLLOWS:
Section 1. The Board hereby authorizes the Chief Executive Officer to negotiate and execute, subject to the approval of General Counsel, Task Order 5, for the purposes set forth above, for a term ending on December 31, 2029, and for compensation in substantial conformance with the terms set forth in the staff report associated with this resolution.
ADOPTED AND APPROVED this 21st day October, 2026.
Betsy Andersen, Chair
ATTEST:
Adrian Bankhead, Clerk of the Board
1 Ava SMUD Task Order 5
EXHIBIT A: SCOPE OF SERVICES
Task Order 5 – Ongoing Services
SMUD and Ava (the Parties) agree to the following services, terms and conditions described in this Task Order. The Effective Date of this Task Order 5 is January 1, 2027.
1. WHEREAS, the Parties entered into a Task Order 3, effective December 18, 2024, with expiration of the term on December 31, 2026;
WHEREAS, Task Order 3 and its amendments (collectively, “Task Order 3”) addresses data management and call center services that met the requirements of Ava ongoing operations for three years; and
WHEREAS, the Parties have entered into a MSA effective 12/10/2024, with expiration of the term on December 31, 2029, and the Parties wish to (1) continue many of the same ongoing operations services in this Task Order 5 that were provided in Task Order 3, and (2) add additional services, as set forth in this Task Order 5.
1. SCOPE OF WORK
As of the Effective Date, Task Order 5 supersedes and replaces Task Order 3, and no further services are provided under Task Order 3.
The provisions of this Task Order, including exhibits, schedules and related attachments are subject to the Terms and Conditions of the MSA between the Parties. If any provisions of Task Order 5 including any exhibit schedule or related attachments conflicts or is inconsistent with any provisions in the MSA, the provisions of Task Order 5 shall take precedence unless expressly stated otherwise. Capitalized terms used in this Task Order 5, which are not defined in this Task Order 5, will have the respective meanings ascribed to them in the MSA.
SMUD will provide the following services to Ava:
1. Enrollment
2. Description of Appendices
3. Data Management Services
4. Electronic Data Exchange Services
5. Customer Information System
6. ShareMyData
7. Customer Enrollment and Program Forms
8. Interactive Voice Response Call Center Technology
9. Billing System – PG&E “Bill-Ready Option”
10. Customer Call Center
11. Qualified Reporting Entity QRE Services
12. Settlement Quality Meter Data (SQMD) Services for Wholesale Load Settlement Attachment Consent Item 12B
2 Ava SMUD Task Order 5
13. Data Feeds
14. Operational Support Services
15. Additional Services and Customizations
Additional or continued Services not included in this Scope of Work can be provided at any time during the Term of the MSA through a separate mutually agreed upon Task Order, Task Order Amendment or Work Order to this Task Order 5.
1.1. Enrollment
SMUD will continue services for Ava’s existing customers. SMUD will set up all customers for new member territories as they are enrolled, including services provided under 1.3-1.14.
1.2. Description of Appendices
Appendix A, Service Level Agreements summarizes Service Level Agreements (SLAs) referenced in this Task Order 5.
Appendix B, Work Products, summarizes the Work Products identified in this Task Order 5.
Appendix C, (SMUD Confidential) SMUD Intellectual Property
1.3. Data Management Services
SMUD will continue to provide a fully operational, SOCII Certified, Data Management System (SMUD-DMS) for the term of this Task Order including Electronic Data Exchange Services with PG&E, a Customer Information System, customer enrollment Web Forms, IVR (Interactive Voice Response) Call Center Technology, and service-based Billing System.
1.4. Electronic Data Exchange Services
SMUD will:
1.4.1. Coordinate with PG&E to continue to support Ava’s Community Choice Aggregation Program (“Program”) within PG&E’s territory including meetings and calls as needed to ensure timely set up, data transfer, and billing services.
1.4.2. Maintain electronic interfaces and communication protocols with PG&E to exchange full set of EDI files (including 810, 814, 820, 824, 867, 248 and 997), exception files, CSV files (4013), UDC Daily Payment Files, Share My Data, all future EDI files needed to provide data management and billing services in compliance with CEC and CPUC regulations (exception management of programs, such as DAC-GT and PIPP, may be at an extra cost), and other non-EDI files (such as Item 16/17 Data). Unless otherwise determined, data from PG&E will be received by SMUD which will process and apply Ava rates and Attachment Consent Item 12B
3 Ava SMUD Task Order 5
then generate EDI transaction files to be sent back to PG&E for billing and enrollment services. Ava will ensure valid credentialing through PG&E.
1.4.3. Store EDI source files in AWS S3 buckets that are accessible by Ava staff for the duration noted in Appendix B Work Products.
1.4.4. Process CCASRs from/to PG&E which specify the changes to a customer’s choice of service for customer enrollment, or customer-initiated returns to bundled utility service (814 Electronic Data Interchange Files). Changes will be reflected in the CRM.
1.4. 5. Obtain customer usage data from PG&E’s Enterprise Secure File Transfer server to bill each customer according to PG&E requirements (867 Electronic Data Interchange Files). SMUD will work with PG&E to continue to transfer said customer usage data.
1.4.6. Maintain a rate table of Ava rates and apply applicable rate tariffs to calculate the amount to be billed by PG&E for services provided by Ava.
1.4.7. Update rate tables under the following conditions:
a) Launch of new PG&E rate tariff or change in component of rate tariff b) PG&E Generation Rate (price) change
c) Changes to PCIA and/or Franchise Fee Surcharge (FFS)
1.4.8. Update rate table up to six (6) times annually based on the following:
a) Ava Value Proposition change (fee outlined under Additional Services) b) Change in price of an existing Non-Standard Rate Agreement rate (fee outlined under Additional Services)
c) Multiple changes may be batched into singular rate tables update
1.4.9. Maintain and communicate the amounts to be billed by PG&E that cover Ava program charges (810 Electronic Data Interchange Files). SMUD will maintain a rate table of Ava rates and apply applicable rate tariffs to calculate the amount to be billed by PG&E for services provided by Ava. SMUD will transfer the billing amounts to PG&E via EDI files and requirements specified by PG&E.
1.4.109. Receive and maintain data related to payment transactions toward Program charges from PG&E after payment is received by PG&E from Ava customers (Electronic Data Interchange Files).
1.4.11. Store data regarding payment transfers covering transactions toward Ava charges from PG&E after payment is received from customers via EDI or UDC Daily Payment files.
1.4.12. Maintain automated log files that include data such as missing files, failed loads, file reloads, file exceptions; report on transactional exceptions upon request by Ava.
1.4.13. Monitor all file transactions and promptly communicate any delays and inconsistencies to Ava.
1.4.14. Coordinate with PG&E to remedy EDI file errors or exceptions (missing or missed files).
Attachment Consent Item 12B
4 Ava SMUD Task Order 5
1.4.15 Provide to Ava staff a daily email to track and validate the inbound/outbound file transmissions with PG&E.
1.5. Customer Information System
For the Customer Information System, SMUD will:
1.5.1. Make available the SMUD-DMS to manage customer data via a Customer Relationship Management (CRM) system for the duration of this Task Order.
1.5.2. Update program enrollment options made online and through the phone via Interactive Voice Response (IVR).
1.5.3. Maintain the CRM’s compatibility with the billing engine and data repository for customers’ electric usage data.
1.5.4. Store data covering all eligible accounts including each account’s enrollment status (eligibility, opt in/out, Ava service plan selection, NEM selections, and history), rate tariff election(s) and history, payment history related to billed amount, collection status, billing history, and any customer service representative phone correspondence or transactions with the customer.
1.5.5. Enable call center staff to classify or group the call description to help track the call types in order to identify trends. Implementation of any new, custom, or dynamic call descriptors will be based on existing Salesforce Lightning functionality (e.g., Topics) and subject to requirements development between Ava and SMUD. Examples include, but are not limited to, billing issues, enrollment, or event.
1.5.6. Maintain role-based access to allow Ava staff (up to fifteen), SMUD Call Center Representatives, and SMUD’s team to view customer interactions, enter transactions (such as program election changes), edit account notes and view other information fields as necessary.
1.5.7. Obtain from PG&E and store in the CRM PG&E blue bills for all customers for the duration noted in Appendix B Work Products
1.5.8. Maintain a record of customers’ enrollment status and history from the launch of services for each customer including customers who have been offered service but have elected to opt out or opt up, either before or after starting service and make this information available to Call Center Representatives and Ava staff through the CRM to support customer service calls.
1.5.9. Maintain, calculate, and communicate as needed records of Net Energy Metering (NEM) and Solar Billing Plan (SBP) credits and generation data for customers to be posted on bill and settled monthly or annually, and align NEM and SBP credits and billed amounts with Ava’s posted tariffs, including provisions for special billing circumstances, such as CARE or FERA, or municipal.
1.5.10. Maintain all customer data according to Ava’s customer privacy policy, as may be amended from time to time, and the requirements of relevant California Public Attachment Consent Item 12B
5 Ava SMUD Task Order 5
Utilities Commission Decisions including D.12-08-045, including a weekly backup process.
1.5.11. Maintain a Data Management Provider Security Breach Policy.
1.5.12. Provide as-needed user training and support for Ava staff and its designated consultants to use the CRM.
1.5.13. Provide Ava with access to central repository of up-to-date CRM training materials.
1.5.14. Maintain Customer Information System patching and upgrades.
1.5.15. Collect only the minimum Confidential Information (CI) that is directly relevant and necessary to accomplish specific authorized purpose(s) and retain CI for only as long as is necessary to fulfill the authorized purpose(s), and destroy in accordance with the terms of the MSA CI that is no longer needed.
1.6. ShareMyData
SMUD will:
1.6.1. Provide daily downloads of processed Share My Data (SMD) to Ava.
1.6.2. Deliver two files (SMD Interval Data and SMD Customer Mapping Data) on a daily basis as data is available, additional files for SMD as necessary.
1.6.3 Provide warnings to Ava if files are not being received according to the regular schedule and timeline per SLA defined below.
1.7. Customer Enrollment and Program Forms
For Forms, SMUD will:
1.7.1. Collaborate with Ava’s website provider to integrate customer enrollment forms to provide an easy and intuitive experience for customers.
1.7.2. Provide Ava customers with access to address check functionality via the Salesforce CRM.
1.7.3. Maintain web-based form(s) for the Ava website so that customers may change service plan or enrollment status (opt-out, down, remain on, up or in), select product options, NEM monthly/annual selection, and/or confirm current product selection prior to a default product transition with features requirements, such as the “Remain on” selection during a default service plan update.
1.7.4. Twice per year, implement minor cosmetic and content updates (e.g., text copy, font color, hyperlinks, and images) across web pages, email templates, and IVR scripts to maintain alignment with Ava's branding guidelines. Large-scale web redesigns, new functionality, or structural site changes are outside the scope of this provision.
Attachment Consent Item 12B
6 Ava SMUD Task Order 5
1.8. Interactive Voice Response (IVR) Call Center Technology For the IVR, SMUD will:
1.8.1. Maintain a professional Interactive Voice Response (IVR) tool for the customer call center.
1.8.2. Maintain English and Spanish language IVR routing.
1.8.3 Include custom prompts and recordings to align with the Ava customer base and needs.
1.8.4 Make changes to IVR flow and recordings as requested, with associated third-party fees paid under an Amendment; IVR changes for TOT enrollments will not be charged an additional fee.
1.8.5. Track how many customers start and complete IVR self-service options without live-agent assistance.
1.8.6. Include an option to cold transfer to third parties for customer support best served by another vendor, such as a program or payment option.
1.8.7 Ensure that all multi-SA ID customers, including those with multiple SA IDs in different ZIP codes all under the same Account ID are directed to a CSR, rather than handling their requested transaction via the IVR
1.8.8 Twice per year, implement minor cosmetic and content updates (e.g., text copy, font color, hyperlinks, and images) across web pages, email templates, and IVR scripts to maintain alignment with Ava's branding guidelines. Large-scale web redesigns, new functionality, or structural site changes are outside the scope of this provision.
1.9. Billing System – PG&E “Bill-Ready Option”
The accuracy of the billing data is subject to the accuracy of data provided from PG&E. SMUD will include the following key tasks:
1.9.1. Send Ava service charges and in-line messages as separate line items to PG&E for placement on monthly bill including, but is not limited to, non-electrical charges, special programs like batteries, collective billing, energy assistance programs, net energy metering, solar billing plan, and messages.
1.9.2. Apply PG&E account usage for each Ava customer against applicable rates to allow for customer billing including net energy metering, solar billing plan, and future state mandated programs.
1.9.3. Apply Ava rates to customer bills based on usage received from PG&E or via 867 EDI data when billing quality data becomes available from PG&E, as needed to comply with the tariff including use of
SMUD’s quality assurance process and audits to ensure accuracy of rate calculations.
1.9.4 SMUD will prorate bills for PG&E rate changes, provided Ava supplies SMUD Attachment Consent Item 12B
7 Ava SMUD Task Order 5
with updated rate tables.
1.9.5. Obtain from PG&E and store usage and billing data (EDI867, MV90) for all Ava eligible customers for the duration noted in Appendix B Work Products.
1.9.6. Ensure successful rate migration through robust quality assurance measures.
1.9.7 Use commercially reasonable efforts along with SMUD’s billing quality assurance measures to remedy billing errors for any customer(s) in a timely manner per the SLA.
1.9.8. Complete the annual settlement processes for Net Energy Metering customers by identifying eligible customers, providing accrued charges and credits, and providing a corresponding settlement and mailing list to Ava staff for review and check processing including bill credits as appropriate, based on a previous selection, on an annual true-up or, or an annual cash-out with monthly true-up.
1.9.9. Provide customer mailing lists to Ava’s designated printer or to Ava staff for the following:
a) New move-in customer notices routinely within 14 days of enrollment. b) All eligible customers within new community territories for initial enrollment notice
c) All eligible customers within new community territories less customers who have opted out for second enrollment notice
d) All eligible customers within new community territories less customers who have opted out for third enrollment notice
e) All eligible customers within new community territories less customers who have opted out for fourth enrollment notice
f) All eligible solar customers within new community territories, phased as requested by Ava
1.10. Customer Contact Center
SMUD will:
1.10.1. Provide professional and dedicated staffing for an Ava Customer Contact Center with the ability to answer calls in both English and Spanish.
1.10.2. Provide communication in more than 50 other languages through an interpretation vendor to meet the language needs of almost all customers.
1.10.3. Provide sufficient Customer Contact Center staff during enrollment periods, high bill periods, default product transition, and after a billing error discovery, to process Ava service enrollment and answer questions related to Ava services, generation-related billing, and other Ava-related inquiries via phone, chat or email.
1.10.4. Provide sufficient Customer Contact Center staff during the non-enrollment period to process Ava service enrollment and answer questions related to Attachment Consent Item 12B
8 Ava SMUD Task Order 5
Program services, generation-related billing and other Ava-related inquiries via phone, chat or email.
1.10.5. Make Contact Center staff available during the hours indicated in the Appendix A Service Level Agreements.
1.10.6. Make available a trained SMUD billing expert to manage escalated calls during the contract center hours.
1.10.7. Provide callers with the estimated hold time, if applicable, during both the enrollment and non-enrollment period.
1.10.8. Record all inbound and outbound calls performed by SMUD CSRs and make recordings available to Ava staff upon request.
1.10.9. Maintain an archive of recorded calls as outlined in Appendix B – Work Products.
1.10.10 Track Call Center contact quality with criteria including:
• Use of appropriate greetings and other call center script guidelines • Courtesy and professionalism
• Capturing key customer data
• Providing customers with correct and relevant information • First-contact resolution
• Accuracy in data entry and call coding
• Grammar and spelling in email and chat communications • Request and/or confirm current email, mailing address, and phone number of customers and add to, or update, database during inbound calls as needed.
1.10.11. Forward calls to Ava staff as may be required to serve customer needs; receive calls from customers referred to Ava by PG&E and, receive calls from customers choosing to contact Ava directly without referral from PG&E; and, “warm transfer” the customer to PG&E or Ava as needed to serve customers.
1.10.12 Should Ava request some number of calls be routed directly to Ava staff, Ava and SMUD will work collaboratively to reach a solution that may include fees or credits not currently outlined in this agreement.
1.10.13. Provide a toll-free number to be placed on Ava’s website and PG&E invoices allowing Ava customers to contact the contact center.
1.10.14. Record permission (via live calls, email request, chat, or electronic form submittal) from customers to send electronic correspondence, instead of printed mail.
1.10.15 Respond to phone inquiries from customers using training tools based on information provided by Ava, and for questions not addressed within the training tools, refer inquiries back to PG&E or Ava.
1.10.16. Based on materials and information provided by Ava, train Call Center staff on new programs, policies, and rate changes in a timely manner in order to best respond to customer inquiries including, but are not limited to, incentive programs, changes to power content, and transition to time-of-use rates.
Attachment Consent Item 12B
9 Ava SMUD Task Order 5
1.10.17 Twice per year, implement minor cosmetic and content updates (e.g., text copy, font color, hyperlinks, and images) across web pages, email templates, and IVR scripts to maintain alignment with Ava's branding guidelines. Large-scale web redesigns, new functionality, or structural site changes are outside the scope of this provision.
1.11. Qualified Reporting Entity QRE Services
In such cases where SMUD directly performs QRE services, as a key part of WREGIS settlement activities, SMUD will manage and coordinate Qualified Reporting Entity (QRE) services for collection, verification, and reporting of renewable resource meter data to WREGIS under certain circumstances.
Many renewable power project owners directly contract with the CAISO or another entity for QRE services for their projects; Ava will encourage project owners, as part of the Ava standard PPA language, to use one of these options. In such instances, SMUD would not separately provide QRE services.
For Ava behind the meter projects that lack CAISO meters and for which QRE services cannot be otherwise contracted out, SMUD will perform or contract for QRE services, provided that SMUD has sufficient access, facilitated by Ava and PG&E, to meter data and meter and/or telemetry troubleshooting resources. For avoidance of doubt, all meter and or telemetry troubleshooting responsibilities shall remain with the power project owner and/or PG&E.
In such cases where SMUD directly performs QRE services, SMUD will:
1.11.1. Upload data to WREGIS on a monthly basis, as required in accordance with WREGIS procedures, for the creation of Renewable Energy Certificates (RECs) for Ava power supply, and will make such data for
Ava projects available to Ava’s Wholesale Energy Services provider or scheduling coordinator for power purchase agreement settlement.
1.12. Settlement Quality Meter Data (SQMD) Services for Wholesale Load Settlement . SMUD will:
1.12.1. Obtain Ava load data from PG&E on behalf of Ava, if requested.
1.12.2. Ensure settled load complies with CAISO requirements for SQMD and with Ava’s SQMD plan.
1.12.3. Forward Ava load SQMD to the CAISO at the required frequency for load settlement purposes.
Attachment Consent Item 12B
10 Ava SMUD Task Order 5
1.12.4. Send information directly to CAISO or through another 3rd party vendor under Ava contract, if required.
1.12.5. Perform annual review of the SQMD Plan as required by the CAISO and provide a memo confirming an annual/bi-annual self-audit of SQMD to Ava and scheduling coordinator.
1.12.6. Establish proactive measures and checks to ensure SQMD data submitted to CAISO is accurate and take commercially reasonable steps to resolve and correct any data issues or anomalies that are within SMUD’s control ahead of final settlement deadlines.
1.12.7 Provide T+7 reporting including estimated load for missing interval data. The Parties recognize that the estimated load is an approximate amount that SMUD provides based on a reasonable prediction. However, this information is simply an estimation, and SMUD does not guarantee or warranty the accuracy of this information. Ava acknowledges and agrees that any decisions made by Ava based on this estimated load information is the sole responsibility of Ava and SMUD shall not be liable for matters resulting from such decisions.
1.13. Data Feeds
SMUD will:
1.13.1 Provide data feeds, indicated in the table below, to assist Ava in compiling various customer sales and usage statistics that may be necessary to facilitate Ava’s completion of requisite external reporting activities. Source indicates whether the files are pass through files from PG&E or generated by SMUD.
File File Name* Frequency Source Format*
Enrollment
997 Response for
814 EBCE_yyyyMMddHHmmssfff.EDI997 Daily PG&E EDI
Daily Enrollment
Details EBCE_DataFeed_EnrollmentExport_yyyyMMdd.csv Daily SMUD CSV Inbound 814 EBCE_yyyyMMddHHmmssfff.EDI814 Mon-Fri Inbound PG&E
EDI and
CSV
Outbound 814 EBCE_yyyyMMddHHmmssfff.EDI814 Mon-Fri
Outbound
SMUD
EDI
Usage
Regular 867 Usage EBCE_yyyyMMddHHmmssfff.EDI867 Tue-Sat PG&E EDI MV90 867 Usage EBCE.yyyyMMddHHmmssfff.EDI867 Mon-Fri PG&E EDI Share My Data
Interval SMD_File_Generated_on_yyyyMMdd.csv Daily SMUD CSV Share My Data EBCE_DataFeed_SMD_SA_ID_Changes_yyyyMMdd.csv Daily SMUD CSV Attachment Consent Item 12B
11 Ava SMUD Task Order 5
Customer
Mapping
Attachment Consent Item 12B
12 Ava SMUD Task Order 5
Billing
248
Confirmations EBCE_yyyyMMddHHmmssfff.EDI248
Daily
(including
in
CSV
form)
PG&E EDI
810 Billing EBCE_yyyyMMddHHmmssfff.EDI810 Mon-Fri SMUD EDI 997 Response for
810 and 814 EBCE_yyyyMMddHHmmssfff.EDI997 Mon-Fri PG&E EDI Daily Billing Details Billing_Detail_Daily_yyyyMMdd.csv Daily SMUD CSV Green-e Audit Report Variable Annual
SQMD
Retail Load Data Trailing
100 EBCE Trailing 100 Retail.csv Daily SMUD CSV
Wholesale Load Data
Trailing 100 EBCE Trailing 100 Wholesale.csv Daily SMUD CSV Accounting
Weekly Aging Report -
Bill Date
EBCE_Aging_Report_Weekly_BillDate_YYYYMMDD1_
YYYYMMDD2_YYYYMMDD3.csv
EBCE_Aging_Report_Weekly_BillDate_20230531_20230
625_064642910.csv
Weekly SMUD CSV
Monthly Aging Report -
Bill Date
EBCE_Aging_Report_Monthly_BillDate_YYYYDDMM1
_YYYYDDMM2_HHMMSS.csv
EBCE_Aging_Report_Monthly_BillDate_20231031_20231
108_125431643.csv
Monthly SMUD CSV
Weekly Aging Report -
Due Date
EBCE_Aging_Report_Weekly_DueDate_YYYYMMDD1_
YYYYMMDD2_HHMMSS.csv
EBCE_Aging_Report_Weekly_DueDate_20230302_20230
306_120006420.csv
Weekly SMUD CSV
Monthly Aging Report -
Due Date
EBCE_Aging_Report_Monthly_DueDate_YYYYMMDD1
_YYYYMMDD2_HHMMSS.csv
EBCE_Aging_Report_Monthly_DueDate_20230131_2023
0207_075722063.csv
Monthly SMUD CSV
Invoice Details
InvoiceDetailReportDaily_yyyyMMdd.csv /
InvoiceDetailReportWeekly_yyyyMMdd.csv /
InvoiceDetailReport_yyyyMM.csv
Daily,
Weekly,
Monthly
SMUD CSV
Payment Details DailyPaymentReport_yyyyMM.csv /
DailyPaymentReportWeekly_yyyyMMdd.csv
Weekly,
Monthly SMUD CSV
Transaction Summary Transaction Summary Report yyMMdd.csv Monthly SMUD CSV PG&E
UDC Daily
Payment File
[email protected]_udc_NNNNNNNNNyyMMddHHMI.cs v
Daily PG&E CSV
Daily Payments Received
Summary for the Previous
Day
Daily PG&E CSV
Attachment Consent Item 12B
13 Ava SMUD Task Order 5
Ava UDC and 820
Combined Payment
Report
[CCA]_Combined_UDC_820_Monthly_[YYYYMMDD]_[
YYYYMMDD]_[YYYYMMDD_HH24mmss].csv Monthly SMUD CSV
820 Uncollectibles
UNCOLLECTIBLE_820_EBCE_20260531_20260607_185
702.csv Monthly SMUD CSV
UDC Uncollectibles
UNCOLLECTIBLE_EBCE_20260531_20260608_015312.
csv
Monthly SMUD CSV
*Note: File names and Format are maintained and provided as received from source. Changes to Source data file format, source, and name may be subject to additional fees.
File File Name* Frequency Source Format*
Customer Interaction Data
Call Center
Interactions Interactions_CallCenter_yyyyMMddHHMISSnnn.csv Daily SMUD CSV Web
Enrollment
Forms
Interactions
Interactions_Web_yyyyMMddHHMISSnnn.csv Daily SMUD CSV
IVR
Interactions Interactions_IVR_yyyyMMddHHMISSnnn.csv Daily SMUD CSV Chat
Interactions Interactions_Chat_yyyyMMddHHMISSnnn.csv Daily SMUD CSV Enrollment
814 Transaction
Summary
Enrollment_814_yyyyMMddHHMISSnnn.edi Weekly
SMUD
or
PG&E
EDI
Customer Characteristics
New / Updated
E-mail, Phone,
Mailing
Customer_Characteristics_yyyyMMddHHMissnnn.csv Daily
SMUD
or
PG&E
CSV
Customer Enrollments and Characteristics
Ava Program
Enrollment
Transactions
AVA_ [Program_Name]_yyyyMMddHHMissnnn.csv Daily Ava CSV Email, Phone,
Mailing AVA_Cust_Characteristics_yyyyMMddHHMissnnn.csv Daily Ava CSV Attachment Consent Item 12B
14 Ava SMUD Task Order 5
Ava
Customer
Marketing
Preferences
AVA_Cust_Marketing_Prefs_yyyyMMddHHMissnnn.csv Daily Ava CSV Accounting Feed
820
Transactions Payments_820_yyyyMMddHHMissnnn.csv|edi Daily PG&E
or
SMUD
EDI and
CSV
*Note: File names and Format are maintained and provided as received from source. Changes to Source data file format, source, and name may be subject to additional fees.
Any EDI file that comes from PG&E will be sent when SMUD receives it from them. Any delays will be communicated according to SLA below.
SMUD will:
1.13.2. Continue to provide the following reports on the indicated frequency covered under the per meter pricing with any changes to the current, operationalized reports will be subject to additional fees.
1.13.3 Store reports for the duration noted in Appendix B Work Products.
Report Frequency
Billing Operations Report (enrollment activity move-in/move-out tracking by month in comparison to previous calendar year, billing transactions) Monthly
Customer Center Operations Report (customer interactions through IVR, Web, CSR, chat)
Monthly
Customer Relationship Management (CRM) Reports (including custom reports and the ability to add email functionality) and Dashboard Available 24/7
Net Energy Metering (NEM) and Solar Billing Plan (SBP) True-up, Cash-out Reports
Annual (April true up) for all,
monthly for customers leaving
Ava
VIP opt-out notification report As needed
Aging report by-past due-bucket Weekly
New connect customer list Biweekly
SMD Performance Report Weekly
Operational Issues Report Weekly
Open Requests Report Weekly
1.14. Operational Support Services
SMUD will:
1.14.1. Provide a dedicated Client Manager or single point of contact for day-to-day requests and communication.
1.14.2. Provide additional point of contact such as a project manager or subject matter expert for billable customizations and data interactions as appropriate.
Attachment Consent Item 12B
15 Ava SMUD Task Order 5
1.14.3. Agree to collaborate on mutually agreeable project schedule for enhancements.
1.14.4. Host a monthly performance review meeting which can be changed to weekly upon Ava request during enrollment and transition periods.
1.14.5. Host ad hoc executive meetings upon request at a mutually agreed upon time.
1.14.6. Support Ava with collateral material for Ava to prepare and deliver an annual presentation to Ava Board regarding SMUD services upon request with reasonable notice.
1.14.7 Provide data and administrative support for Ava’s annual financial audits and annual Power Source Disclosure Reporting requirements.
2. ADDITIONAL SERVICES AND CUSTOMIZATIONS
SMUD will provide these additional services according to the following fee structure. Certain services are included in the per meter pricing.
Included in Per Meter Fee
# Project / Service
1 Twice per year, implement minor cosmetic and content updates (e.g., text copy, font color, hyperlinks, and images) across web pages, email templates, and IVR scripts to maintain alignment with Ava's branding guidelines. Large-scale web redesigns, new functionality, or structural site changes are outside the scope of this provision. 2 Real Time Pricing on Ava bill, matching current PG&E framework 3 In-line bill message change, annually
4 Monthly NEM and annual NEM reporting, same service provided as of 12/31/2026 5 NEM/SBP monthly and annual cash-out reporting, and SBP Transitioning Customers reporting
6 SQMD, same service provided as of 12/31/2026
7 CARE/FERA NEM and SBP audits
8 SMD, same service provided as of 12/31/2026
9 Additional layer of customer inquiries, customizable in place of hashtag 10 Routing of all multi-SA ID customers to a CSR rather than the IVR, including customers with multiple SA IDs in different ZIP codes under a single Account ID 11 SMUD CSR can cold transfer calls to another Ava vendor (e.g., Ava Charge assistant, payment service, or program incentive provider)
12 Prorate Billing Determinants Across Rate Changes and Seasons Fee-Based Services
# Project / Service Fee
13 PIPP, same service provided as of 12/31/2026 $1,590 per month 14 DAC-GT, same service provided as of 12/31/2026 $2,756 per month Attachment Consent Item 12B
16 Ava SMUD Task Order 5
15 WCAG 2.2. compliance $15,000
16 Non-standard rates, new $31,800
17 Non-standard rates, rate change $10,600
18 Value proposition changes, update % difference and per-kWh adder $10,600 19 IVR Transfer to External Number (Cold Handover): The IVR shall provide a single-step branch/transfer from the existing IVR menu to a designated external toll-free number of another Ava vendor (e.g., Ava Charge assistant, payment service, or program incentive provider) $2,000 per phone
number
Bill Credits
Service Use Fees Pre and
Post QA Accounting Potential Use Case
Courtesies
One-time,
low volume
account
adjustment
Included in
standard service Yes Under Courtesy
Customer
Experience
Managed
Rewards
CCA program
without
business rules
$2,500 per file
upload
(unlimited
number of
program
records/unlimited
number of labels)
$4,500 per new
label
Yes Under Label
Fixed fee,
many
customers
Simple
Rewards
CCA program
without
business rules
$500 per month,
any label
(covering up to 8
programs/4 files
per month)
No Under Label
Direct
instruction
from CCA
Programs
Regulated
programs,
CCA
programs
with business
rules
$10,000-$50,000
depending on
complexity
Yes Under Label
Calculated
fee, monthly
application
Attachment Consent Item 12B
17 Ava SMUD Task Order 5
3. ASSUMPTIONS
• Both Parties acknowledge and agree to the following assumptions listed below. Deviation from these assumptions may result in delays in service or additional fees, which fees will be agreed upon by both Parties. SMUD will be required to work with other contractors performing services for Ava and assumes that representatives from these contractors will be available and respond in good faith in a reasonable timeframe to requests for information and integration.
• SMUD will mirror standard PG&E billing for Ava customers, including new rates as they are released.
• Ava will provide decisions and feedback in a timely manner. Any delays of decisions or review of critical documents may result in a delay of services.
4. APPROVAL PROCESS / ACCEPTANCE
Both Parties agree to perform tasks, reviews, and approvals in a timely manner.
5. TERM AND TERMINATION
5.1. Term of Task Order 5
The Term of Task Order 5 is from the Effective Date of Task Order 5 until December 31, 2029.
Thereafter, the term shall renew concurrent with the Term of the MSA, unless one party provides written notice to the other party at least one hundred eighty (180) calendar days in advance of the end of the then existing term that it does not wish to renew the term.
5.2. Transition of Call Center
With at least ninety (90) calendar day written notice to SMUD, Ava reserves the right to transfer all Contact Center services in-house and have all communications managed by Ava customer service representatives (CSRs). Beginning on the first day of the first month following transfer of all Contact Center services in-house and all communications managed by Ava CSRs, the Per Meter Fee, per month fee set forth in Section 6.1 of this Task Order 5 shall be reduced by $.12 for each meter that is impacted. Ava will be responsible for any additional infrastructure or programming costs incurred by SMUD to facilitate this transition. SMUD will provide an estimate and receive approval from Ava for these costs prior to SMUD performing such services and incurring associated costs.
Attachment Consent Item 12B
18 Ava SMUD Task Order 5
6. COMPENSATION FOR SERVICES
This section is SMUD confidential information.
6.1. Data Management and Call Center Services
Services under Section 1 will be made available at a fixed monthly fee per customer meter enrolled of $1.13 (Per Meter Fee) through December 31, 2027. Each January 1st thereafter, the per meter fee shall be adjusted by the percentage change in the U.S. Bureau of Labor Statistics, "Consumer Price Index-All Urban Consumers less food and energy" Series ID: CUUR0000SA0LIE for the immediately prior 12-month period, taking the average of the monthly figures, capped at 5% per year.
SMUD will credit Ava with $1,000,000 towards services, outlined in this contract, to be used at any point during the contract.
Customizations or enhancements that include an additional fee to Ava must be established with a scope of work, including a detailed fee structure.
6.2. Billing Methodology
SMUD will use the following methodology to calculate the total number of customer meters enrolled in Program service.
1. Identify customers from the 4013 that have been entered into the CRM system and have an ‘opt in’ enrollment date range that is current
2. Filter that list to include customers that are also listed on the corresponding 814 File
3. Replace the DA_Xref with the associated SP_ID
4. Calculate the enrollment date ranges in the month
5. Use the total number of distinct SP_IDs from the date range query results to calculate the total number of customer meters enrolled in Ava Program service
7. PAYMENT TERMS
Fees incurred under this Task Order 5 will be invoiced monthly, starting January 1, 2027. For services under this Task Order 5, Ava shall pay all undisputed invoices within thirty (30) calendar days of the date of the invoice. Any disputed amounts are subject to terms of the MSA. (Signature page follows)
Attachment Consent Item 12B
19 Ava SMUD Task Order 5
9. SIGNATURES
The Parties have executed this Task Order 5, and it is effective as of the Effective Date.
Ava Community Energy Authority
By
Name
Title
Date
Approved as to Form
Sacramento Municipal Utility
District
By
Name
Title
Date
Approved as to Form
Attachment Consent Item 12B
20 Ava SMUD Task Order 5
Appendix A — Service Level Agreements
System
• Document Management System availability >= 99% Destination Management Company • Technical Support hours of 9:00AM to 5:00PM Pacific Time, Monday through Friday, excluding Ava and PG&E holidays.
Processes
Billing Issue Resolution
• SMUD-originated Billing Issues will be remedied within two (2) Bill Cycles from date of discovery.
• PG&E-originated Billing Issues will be remedied within two (2) Billing Cycles from date of discovery to extent within the control of SMUD. SMUD will continue to follow-up with PG&E through issue resolution.
Billing Error Liability
• Billing errors for which SMUD systems or processes are at fault will result in the following shared liability:
• SMUD is only liable for errors that result from SMUD systems or processes. • Errors that occurred on dates that precede the start of this task order cannot be included. • SMUD is not liable for any underbilled amount for errors that can be remedied by a rebill, the timing of which follows the rebill rules set by the CPUC (see PG&E Rule 17.1). • For underbilled amounts that cannot be remedied by a rebill:
o SMUD is not liable if the impact is less than $10,000. o SMUD is liable if the impact is more than $10,000; however, SMUD’s liability is limited to 50% of the underbilled amount or $100,000 per instance whichever is less.
Rate Changes
Rate changes will be implemented upon formal request by Ava. To ensure system accuracy, quality assurance, and proper billing execution, rate change requests follow a standardized implementation schedule incorporating UAT staging, validation, production deployment, and effective date alignment.
Typical Implementation Schedule: The schedule below outlines the key operational milestones required to implement a rate change:
Milestone / Action Responsible
Party
Target Timing Example
Schedule
Rate Change Request Ava ~20–25 days prior to
effective date
December 1,
2025
Attachment Consent Item 12B
21 Ava SMUD Task Order 5
SMUD creates rates table
tied to PG&E’s newly
published rates /
performs 3-point QA
SMUD Within 5–7 business days
of PG&E published Tariff
Rates
January 8, 2026
*Published Jan
1, 2026
UAT Rate Sheet
Submission for Validation
SMUD →
Ava
Within 12 business days
of PG&E published Tariff
Rates
January 20,
2026
UAT Validation &
Approval Sign-off
Ava ~3 business days prior to
production release
January 22,
2026
Production Load &
System Go-Live
SMUD Friday Post Validation January 23,
2026
Rate Change Effective
Start Date
SMUD January 1, 2026
Schedule Adjustments & Variance: The schedule may be modified by mutual agreement due to external operational dependencies or system constraints, including:
• PG&E Advice Letter filing or tariff publication delays • Seasonal boundary transitions (e.g., Summer/Winter Time-of-Use shifts) • Production release calendar constraints or holiday schedules • Custom rate structure logic or major system/file format enhancements SQMD
• SMUD will be liable for CAISO late meter adjustment sanctions defined in CAISO Tariff section 37.5 when data is submitted to the CAISO past the deadline and submission timing is within SMUD’s control, or the data submitted is erroneous resulting in a resubmittal past the deadline and the data error was the fault of SMUD.
• For clarity, SMUD will not be liable for CAISO late meter adjustment sanctions defined in CAISO Tariff 37.5 when data errors are introduced by PG&E data inaccuracies or incompleteness or for other reasons outside of SMUD’s control. • In the event that SQMD data submitted to the CAISO results in an incorrect kWh settlement due to an error that is solely within SMUD's control, and when the data can no longer be corrected with the CAISO because it is past the CAISO deadline for correction, then SMUD will be liable for 50% of any excess over-settlements incurred by Ava. When such an error is identified, SMUD will calculate the over-settled or under-settled amounts by multiplying the hourly kWh discrepancy by the FMM price for each hour affected. Instances of under-settlement will offset instances of over-settlement. Upon termination of this Task Order 5, SMUD will credit Ava with 50% of any net amounts due resulting from all such instances. The Attachment Consent Item 12B
22 Ava SMUD Task Order 5
maximum daily credit will not exceed $10,000. Errors that occurred on trade dates that precede the start of this task order cannot be included. • In the event that SQMD data submitted to the CAISO results in an incorrect kWh settlement that is outside of SMUD's sole control, then SMUD will not be liable for any penalties associated with such errors.
ShareMyData
SMD Interval File Feed
• PG&E SMD Interval Files monitored daily
% of Expected Meter Data Action Taken
If less than 97% in 24 hours Ava Notified
If less than 98% in 48 hours PG&E and Ava Notified, Escalate with PG&E SMD Customer Retail File Feed
• PG&E SMD Customer Retail File Feed monitored daily
• Not Received, no action taken, monthly ad-hoc request made to cover gaps SMD Completeness
• Completeness is defined by total number of Service Agreement IDs with at least one interval divided by total number of Service Agreement IDs on PG&Es customer enrollment file feed • >95%, no action taken
• 90-95%, SMUD to investigate and resolve any issues found • < 90%, SMUD, Ava notified and escalated with PG&E
Data Feeds
Monitoring and Communication
• Data Feeds monitored daily
• Each Data Feed generates a file per defined schedule in Data Feeds and Data Package + • Ava to be notified within 24 hours if files will not arrive per defined schedule in section 1.13.1 and SMUD will initiate a process to receive the files from PG&E File Availability
• File availability is defined as generated and available on shared storage within 3 business days of schedule, except for files that were expected to be received on a daily cadence per their schedule
• No action taken for files generated within 3 days of schedule • PG&E issues not resolved with 7 days to be escalated with PG&E, except for files that are expected to be received on a daily cadence per their schedule Attachment Consent Item 12B
23 Ava SMUD Task Order 5
Missing, Incomplete or Corrupted Files
• Files to be regenerated within 5 business days from discovery • Issues not resolved through regeneration to be investigated, resolved and re-generated with 10 business days
• Ava to monitor for corrupted files
• SMUD to monitor for missing files
• Ava and SMUD to monitor for incomplete data
Call Center
• Operating hours of 9:00AM to 5:00PM Pacific Time, Monday through Friday, excluding Ava, SMUD, and PG&E holidays.
• 60 second average speed of answer with an abandon rate of no greater than 4% during non-enrollment periods • SMUD CSRs respond to 100% of Ava Customer Inquiries
• 100% of voicemail messages answered within one (1) business day. • 100% of emails receive an immediate automated acknowledgement. o 95% of emails receive a customized response within one (1) business day. o 100% of emails receive a customized response within three (3) business days. • 100% of chats receive a customized response within three (3) business days.
Attachment Consent Item 12B
24 Ava SMUD Task Order 5
Appendix B – Work Products
Work Product Fee to
Deliver
Storage Duration Latest Delivery Date
All PG&E source files, as specified
in 1.4.4.1 Data Feeds and Reporting
table, posted to AWS as received by
PG&E
None 12 months or termination of Task
Order 5, whichever is less
Termination Date of Task
Order 5
A log of all historical file
transactions, including summary
and exceptions
None 60 months total or termination of
Task Order 5, whichever is less
30 Days after Termination
Date of Task Order 5
PG&E customer blue bills None 12 months available in CRM; 48 months archived for a maximum of
60 months total or termination of
Task Order 5, whichever is less
30 Days after Termination
Date of Task Order 5
Comprehensive extract of all Ava
data stored in CRM, including but
not limited to customer
characteristics, customer
transactions, customer usage,
customer billing, customer
exceptions, etc.
Maybe 18 months available in CRM for
non-call center interaction record
data; 18 months available in CRM
for call center interaction record
data; 42 months archived for a
maximum of 60 months total or
termination of Task Order 5,
whichever is less
30 Days after Termination
Date of Task Order 5
Provide latest enrollment form
wireframes as screen-scrapped .jpg
None N/A Termination Date of Task
Order 5
Current IVR Scripts (English and
Spanish) via email
None From date of Script approval until
termination of Task Order 5
Termination Date of Task
Order 5
Summary report documenting the
methodology for calculating the
Ava –related charges on the
PG&E bill
None N/A Termination Date of Task
Order 5
Transfer call center toll-free phone
number to Ava (as legally possible
and permissible by the Telecom
company)
None Same phone number from
beginning of Program until
termination of Task Order 5
Termination Date of Task
Order 5 (as legally and
technically possible)
Copy of up to 60 call recordings
posted to AWS
None 12 months or termination of Task
Order 5, whichever is less
60 Days after Termination
Date of Task Order 5; can
request up to 60 call
recordings between
Termination Date of Task
Order 5 and 60 days after
Termination Date
Archived excel exports from
WREGIS, if performing QRE
None None as exports are available to Ava
through WREGIS
30 Days from date of export
from WREGIS
Attachment Consent Item 12B
25 Ava SMUD Task Order 5
Archived exports of submitted
SQMD data from Settlecore to AWS
None From Program inception until
termination of Task Order 5
30 Days from the submittal
date of the last trade date
that SMUD is responsible
for submitting to the CAISO
Archived historical call center and
billing operations reports posted to
AWS
None 3 months or until termination of
Task Order 5, whichever is less
Termination Date of Task
Order 5
Upon mutual agreement, a fee may apply if the Work Product is required in any other format than the source format or where additional data manipulation is requested. Archived data can be retrieved and produced by SMUD within 10 business days upon request from Ava.
For Work Products that represent a significant amount of data, SMUD may provide periodic data dump transfers to Ava, and Ava will be responsible for the ongoing storage of that data.
The Work Product will continue to be SMUD’s obligation for data going forward from the time of last data dump transfer.
Attachment Consent Item 12B
26 Ava SMUD Task Order 5
Appendix C – SMUD Intellectual Property
SMUD Confidential Information
For avoidance of doubt, the following are considered SMUD Intellectual Property, and will be treated in accordance with the terms described in the MSA.
Intellectual Property
• DMS architecture, configuration and processes
• CIS/CRM architecture, configuration and processes
• Web architecture, methodology, and enrollment forms configuration and processes • IVR architecture, methodology, and configuration and processes • Billing System architecture, methodology and configuration and processes • File Processing System architecture, methodology, and configuration and processes • SQMD System architecture, methodology, and configuration and processes • Data Policy
• Training Materials
• IVR recordings
• SMUD-created IVR scripts
• Report methodology, processes, and documentation
Attachment Consent Item 12B
SMUD Agreement Extension
for Customer Care and Data
Management Services
Kelly Birdwell Brezovec| October 21, 2026
Attachment Consent Item 12C
Agenda • Background • Summary • Pricing • Alternatives • Next steps 2 Attachment Consent Item 12C
Background • Sacramento Municipal Utility District (SMUD) provides critical Customer Care and Data Management Services
(CCDMS) to Ava via a contract priced at a per-meter monthly service fee
• SMUD has provided these critical services since the start of service in 2018
• The current two-year contract started on January 1, 2025, and ends on December 31, 2026
• Staff proposes entering into a three-year agreement starting January 1, 2027
• The Executive Committee provided positive feedback on this contract extension and recommends the Board of Directors adopt a Resolution allowing the CEO to negotiate and
execute Task Order 5 with SMUD for Call Center and Data Management
3 Attachment Consent Item 12C
Summary: New Agreement
• The proposed new contract sees a price increase from $1.10 to $1.13 per meter with an annual escalation tied to inflation.
• Staff has updated and negotiated elements of the agreement, including
▪ Lower fixed fees for customer credits
▪ Included twice-annual updates of customer-facing web, phone, and email templates
▪ Tighter schedule controls for billing system enhancements 4 Attachment Consent Item 12C
Pricing Detail
5 2028-2029 are forecast, based on expected inflation and growth Per Meter Price % Annual Increase Estimated Annual
2018-2021 $1.05 $7 MM - $8.8 MM
2022-2024 $1.00 -4.7% $8.5 MM (including
Share My Data fee)
2025-2026 $1.10 10% $10.9 MM
2027 $1.13 2.7% $11.1 MM
2028 $1.15 - $1.17 2-3.5% $11.5 MM
2029 $1.19 - $1.20 2-3.5% (based on $1.16 in 2028) $12.1 MM Attachment Consent Item 12C
Alternatives
• Staff regularly monitors the market and engages with potential providers and peer agencies
• Current options for California CCAs are limited to SMUD and Calpine Energy Solutions
▪ Calpine does not fully meet Ava’s customized operational and customer service needs
• Staff will continue evaluating alternatives and conduct a formal competitive process when appropriate
6 Attachment Consent Item 12C
Next Steps
7 • Following an approval of the resolution,
▪ Ava and SMUD legal teams finalize the agreement
▪ Ava and SMUD execute Task Order 5
▪ Services on Task Order 5 commence January 1, 2027
Attachment Consent Item 12C
Attachment Consent Item 12C