Project Information

Bid Title

CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION

Issuing Agency

City of Anaheim

Location

California

Published Date

Mar 11, 2026

Closing Date

Apr 16, 2026

Government Level

State & Local

Status

Closed

Original Source

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Project Description

Project ID:

Title: CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION

Addenda: 0

Release Date: 3/11/2026

Due Date: 4/16/2026

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CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION

REQUEST FOR PROPOSAL

Anaheim Public Utilities

96120

Project ID: 20260226-APU-CS

Release Date: Wednesday, March 11, 2026

· Due Date: Thursday, April 16, 2026 12:00am

Posted Wednesday, March 11, 2026 4:00pm

All dates & times in Pacific Time

Draft Response Events RSVP No Bid35 days, 5 hours, 21 minutes

Post Information

Posted At:Wed, Mar 11, 2026 4:00 PM
Sealed Bid Process:Yes (Bids Sealed / Pricing Sealed)
Private Bid:No

Overview

Summary

The City of Anaheim ("Anaheim" or the "City") Public Utilities Department ("APU") seeks proposals for CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION .

Background

Anaheim Public Utilities (APU) provides electric and water services to approximately 340,000 residents and 15,000 businesses, issuing consolidated bills that also include charges for solid waste collection, sewer maintenance, street sweeping, and FireMedics subscriptions. The Customer Service Group (“Group”) comprises three (“Units”): Call Center, Account Maintenance and Billing, and Credit and Collections. The group is responsible for a full range of customer-facing activities, including inquiries, billing, adjustments, delinquency handling, and program administration.

The objective is to assess the service offerings to customers, the delivery methods, the Group’s structure, operations, and performance in comparison to leading utility industry standards and best practices to identify gaps, inefficiencies, and improvement opportunities. Also to provide insight into industry trends and future focuses to position the Group to continue to provide appropriate best in class services.

The selected respondent will conduct a comprehensive review of these Units to assess customer service offerings, delivery and communication methods, organizational structure, operational processes, customer engagement, and resource allocation. The evaluation will compare current practices against top-performing utility service offerings, benchmarks and recommend changes that improve valued services to customers, increase efficiency, strengthen customer service, and ensure long-term effectiveness. An optional second phase may include implementation support to ensure recommendations are successfully carried out.

Timeline

RFP Issued:

March 11, 2026

Pre-Proposal Meeting (Mandatory):

March 16, 2026, 12:00am

TBD

Questions Submission Deadline:

March 23, 2026, 12:00am

Answers to Questions Posted:

April 7, 2026, 12:00am

Proposal Submission Deadline:

April 16, 2026, 12:00am

Selection of Finalist (tentative date):

April 16, 2026

Anaheim Approval of Agreement(s) (tentative date):

April 23, 2026

Commencement of Work (tentative date):

May 4, 2026

Commodity Codes

• NAICS 541611Administrative Management and General Management Consulting Services
• NAICS 541618Other Management Consulting Services
• NAICS 541690Other Scientific and Technical Consulting Services

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