The City of Palo Alto Utilities Department (CPAU) is issuing this Request for Proposal (RFP) to acquire a well-designed and comprehensive software platform for Customer Program Tracking and Management (PLATFORM). The PLATFORM will manage complex program workflows and track various program performance indicators, including, but not limited to, program costs and effectiveness, energy and water savings, greenhouse gas emissions reductions, customer engagement, and marketing efforts. The PLATFORM will provide data tracking and reporting in support of current and future CPAU programs that contribute to the City of Palo Alto's (CITY) Sustainability and Climate Action Plan (S/CAP) goal of reducing greenhouse gas emissions 80% below 1990 levels by 2030.
CPAU seeks third-party program proposals for software solutions to support overall administration of UPS programs. The software will be used for customer relationship management, rebate tracking, project tracking, and program reporting & planning. The CITY aims to complete the vendor selection process in a timely manner, with a target implementation start date of Q1 2026. CITY intends to award a standard three-year term contract, with potential for contract extension, to the vendor (VENDOR) that provides the PLATFORM that CPAU seeks. The CITY reserves the right, in its sole discretion, to consider a proposal or execute a contract with the VENDOR for an agreement term that is more or less than the standard term, which may or may not be structured to include options to extend the terms of the agreement.
Background
The City of Palo Alto Utilities Department (CPAU) is issuing this Request for Proposal (RFP) to acquire a comprehensive software platform for Customer Program Tracking and Management (PLATFORM). The goal of the PLATFORM is to manage complex program workflows and track various performance indicators, including program costs, effectiveness, energy and water savings, greenhouse gas emissions reductions, customer engagement, and marketing efforts. This initiative supports the City of Palo Alto’s Sustainability and Climate Action Plan (S/CAP), which aims to reduce greenhouse gas emissions by 80% below 1990 levels by 2030. CPAU seeks third-party proposals for software solutions that will enhance the administration of utility programs.
Work Details
The PLATFORM will provide the following services:
1. Program Workflow Management: End-to-end tracking of customer journeys, no-code configuration of workflows, automated communications, reminders for incomplete applications, complex workflow support with branching options, and visual dashboards.
2. Customer Portal: A user-friendly dashboard for customers to manage program participation with features like secure login, application management across multiple programs, real-time status tracking, document uploads, and feedback options.
3. Contractor Portal: A dedicated portal for contractors to submit applications on behalf of customers and manage their submissions.
4. User Roles and Permissions: Granular role-based access management with defined user roles by program type.
5. User Interface (UI) and User Experience (UX): Intuitive navigation with minimal clicks to reach functions, persistent session state retention, and integrated help features.
6. Program Financial Management: Integration with SAP for financial tracking and real-time payment status updates.
7. Reporting and Analytics: In-platform reporting tools and integration with external tools like Power BI.
8. Customer Relationship Management (CRM): Comprehensive CRM capabilities including logging communications, managing interactions, marketing campaign tracking, and providing a unified customer view.
Period of Performance
The CITY aims to complete the vendor selection process in a timely manner with a target implementation start date in Q1 2026. The contract will be awarded for a standard three-year term with potential extensions.
Place of Performance
The services will be performed within the City of Palo Alto.
Bidder Requirements
Proposers must demonstrate financial stability through recent audited financial statements or equivalent documentation. They must also comply with the CITY’s Vendor Cybersecurity Policy and Information Privacy Policy.
