DEPARTMENT
Customer Service Bureau
AGENDA NO.
7d
MEETING DATE
January 14, 2025
AGENDA ITEM
Public Utilities Commission
City and County of San Francisco
Calendar: Consent Calendar
Contract/Project Manager: Shailesh Garach
Award Contract No. PRO.0298, Customer Care and Billing Transformation
Summary of Proposed
Commission Action:
Award Contract No. PRO.0298, Customer Care and Billing Transformation, to TMG Utility Advisory Services, Inc., in the amount of $8,000,000 and with a duration of four years, to provide consultant services to support update s to the San Francisco Public Utilities Commission’s existing electronic customer care and billing system and its Customer Service Bureau’s business processes.
Background: The San Francisco Public Utilities Commission (SFPUC) requires consultant services to support its Customer Care and Billing Transformation P roject (Project), which will update the SFPUC’s existing Oracle Customer Care & Billing System to Oracle’s Customer Cloud Service while analyzing, documenting, and updating the SFPUC Customer Service Bureau’s busin ess processes to find optimizations to reduce manual workload and errors in billing and revenue operations . It will also improve customer service operations through a better experience, lower costs to operate and maintain, and leverage new features and functionality made available through the cloud vendor. The primary System Integrator will facilitate identifying business processes that can be modified to align with Customer Cloud Service base functionality and limit or minimize customizations of the Customer Cloud Service platform. The c ontractor will also facilitate the SFPUC’s purchase and implementation of systems to support the Customer Service Bureau’s operations and technology upgrade roadmap.
Scope of Contract: The contract work location: San Francisco, CA
The contract work consists of:
Utility customer service process analysis
Utility business process analysis
Oracle Customer Care & Billing upgrade services
Oracle system integration
Funding and Costs: Funding Source: WTR Customer Service System Capital Not-to-Exceed Amount: $8,000,000
Agenda Title: PRO.0298, Customer Care and Billing Transformation, Commission Meeting Date: January 14, 2025
Schedule: Advertised: May 24, 2024
Estimated Notice-to-Proceed Date: January 2025
Estimated End Date: January 2029
Duration: four years
Evaluation and
Selection Criteria:
Evaluation and Selection
The evaluation and selection process consisted of four phases: (1) Written Proposal; (2) Diversity, Equity, and Inclusion (DEI) Submittal ; (3) Oral Interview; and (4) Social Impact Partnership Submittal bonus evaluation. The consultant teams could be awarded up to a maximum of 1 ,050 points: 545 points for the written proposal phase ; five points for the DEI submittal ; 450 points for the oral interview phase ; and 50 bonus points for the Social Impact Partnership Submittal.
The technical evaluation panel consisted of individuals knowledgeable on the subject matter and included staff from the SFPUC, Greenville Utilities Commission, and Golden State Water . The panel reviewe d and ranked the consultant teams during the written proposal and oral interview phases.
The SFPUC received six proposals , and staff is recommending the top - ranked consultant team for contract award.
Final Score Summary:
Scores for the Written Proposal, Diversity, Equity, and Inclusion (DEI) submittal, Oral Interview, Social Impact Partnership (SIP) Bonus , and Contract Monitoring Division (CMD) Bonus, if applicable:
Technical
Written
Proposal
Oral
Interview
DEI
Submittal
SIP
Bonus
Points
Total with SIP
Bonus Points
TMG Utility
Advisory
Services 497 404 5 42 947
Red Clay
Consulting 488 396 0 0 884
Meridian
Integration 465 372 0 0 837
Abjayon Inc 413 354 5 50 822
Triniti
Consulting 410 0 5 21 435
Wipro LLC 372 0 0 0 372
Note: Scores have been rounded to the third decimal place.
Agenda Title: PRO.0298, Customer Care and Billing Transformation, Commission Meeting Date: January 14, 2025
Local Business
Enterprise Utilization
and Non-
Discrimination in
Contracting:
The Contract Monitoring Division waived the Local Business Enterprise (LBE) subconsultant participation requirement for this contract.
PUBLIC UTILITIES COMMISSION
City and County of San Francisco
RESOLUTION NO.
WHEREAS, The San Francisco Public Utilities Commission (SFPUC) requires the service of a consultant to update the Customer Service Bureau’s water billing and customer care information system to Oracle Customer Cloud Services , which will enable the SFPUC to stay up-to-date with Oracle’s latest billing system, simplify SF PUC operations and update business processes, as well as facilitate the Customer Service Bureau’s ability to issue bills timely and ensure customer information remains secure; and
WHEREAS, On May 24, 2024, the SFPUC advertised a Request for Proposals for Contract No. PRO.0298, Customer Care and Billing Transformation, to procure a consultant to update Customer Service Bureau business processes and migrate data to the new customer care and billing system; and
WHEREAS, The estimated cost of services is not-to-exceed $8,000,000; and
WHEREAS, Services are anticipated to begin in February 2025 and end in February 2029, with a contract duration of four years; and
WHEREAS, SFPUC staff, upon review of the proposal scores, determined that TMG Utility Advisory Services, Inc. (TMG) is the highest ranked firm based on the established scoring criteria; and
WHEREAS, Pursuant to Chapter 14B of the San Francisco Administrat ive Code, the Local Business Enterprise subcontractor participation requirement has been waived for this contract; and
WHEREAS, Funds for Contract No. PRO.0298, Customer Care and Billing Transformation, will be available from Capital Improvement Projects; now, therefore, be it
RESOLVED, That this Commission hereby awards Contract No. PRO.0298, Customer Care and Billing Transformation, to TMG, for an amount not -to-exceed $8,000,000, and with a duration of four years.
I hereby certify that the foregoing resolution was adopted by the Public Utilities Commission at its meeting of January 14, 2025.
Director of Commission Affairs
San Francisco Public Utilities Commission