ABC Power & Light Company is seeking proposals for a new Customer Information System (CIS) to replace their current manual system and improve customer service. The RFP provides details on the project scope, requirements, evaluation criteria, timeline, and terms. Proposers must have experience implementing CIS solutions for utilities and meet technical, functional, and support requirements. The selected solution will be implemented in phases over 18 months and require post-implementation support for an additional 18 months.

1. CIS Implementation RFP
Structure of an RFP –
 Statement of Purpose…………………………………………………………2
 Organization details………………………………………………………
 Background Information……………………………………………….
 Project Scope…………………………………………….....................
 Current Scenario………………………………………………….
 Contract Terms and requirements………………………….
 Financial Terms…………………………………………...
 Timeline and approach………………………………..
 Proposer minimum requirement…………………
 Proposal evaluation criteria……………………
 Proposal Requirements and Instructions……...........
 Confidentiality Terms…………………………….
 Other Conditions and Legal Terms………………….

2. CIS Implementation RFP
1. Statement of Purpose -
This Document constitutes a Request for Proposal (hereinafter “RFP”). It is the intent of ABC Power &
Light Company (hereinafter “ABC”) to investigate <the purchase of the requested customer information
system as specified within this document.>
2. Organization details –
ABC Power & Light Company (fictitious name) the principal subsidiary of XYZ Inc. is a Florida - based
power utility – and the largest electric utility in the united states – serving roughly 4.7 million customers
and 9 million people in Florida. It generates, transmits, distributes and sells electric energy.
ABC Company was founded in 1925 by merging a number of smaller companies providing power and
other services to local communities in northeastern Florida, and grew with the growth in population the
state has experienced.
3. Background Information -
ABC is planning to expand its retail energy sector by providing efficient and up to date customer
services. To meet the growing customers demand and enhance its retail operations ABC requires to
implement customer information system for its day to day retail activities.
The main objective behind this CIS implementation is to improve retail utility performance and enhance
customer service levels along with improving billing accuracy, reduce service order backlog, minimize
overtime, and cut abandoned calls.
4. Project Scope
The ABC wishes to acquire anABC’s Retail Customer System (“ARCS”) product configured to provide
the full range of CIS capabilities using proven state-of-the-art technology and best practices for planning,
controlling and accounting for the ABC's retail operations. Proposals for cloud based (SaaS) and/or
internally hosted solution(s) for all or part of the CIS software components are acceptable.
ABC expects each Offeror to present its best price and documented pricing methodology based on the
requirements documented within this RFP. ABC expects the project to have multiple phases,which are
being generically referred to as Planning, Analysis & Functional Design, Configuration & Development,
Testing, Transition, and Production Support.
5. Current Scenario –
ABC Currently performs its Customer related manually which introduces lots of errors in the customer
handling process due to human touch points. It is a time consuming process and also substantial cost is
involved in terms of time and paper.

3. CIS Implementation RFP
The ABC desires to acquire a replacement CIS to support multiple purposes within the ABC's retail
operations, focused primarily on the needs of Customer Management. Proposals must include integration
with current and anticipated retail operations as detailed in this RFP.
Proposals on any product offerings for a municipal Financial Information System (“FIS”) incorporating
functions such as procurement, budgeting, general ledger and financial reporting that integrates with
the proposed CIS shall be accepted. Proposals for FIS products shall be considered as optional and will be
evaluated as the ABC considers final award; however, the primary purpose of this RFP is procurement of
an integrated fully functioning CIS.
6. Contract Termsand requirements –
The ABC is soliciting proposals from qualified Proposers for a comprehensive Customer Information
System (CIS) solution to replace the ABC’s current CIS application. The proposed solutions are required
to meet multiple business needs, accommodate multiple requirements in the retail utility sector, and
provide a wide array of customer-facing opportunities that provide the ABC, and its customers, greatly
enhanced capabilities and functionality.
This will be a competitive negotiation process. Qualified individuals, firms, contractors, consultants or
entities (hereinafter “Proposers”), who meet the requirements set forth in this RFP, and are capable of
providing the services requested are encouraged to participate.
Product/ applications requirements are as follows –
1. Compatible with current CIS
2. User friendly and easy to adapt by staff
3. Should requires minimum efforts in training staff for its use
4. Should be with minimum maintenance cost
5. Should have efficient customer information tracking functions
6. Should provide advanced customer self-service portal
7. Capable of generating timely and accurate billings
8. Facilitate multiple bill pay modes
9. Capable to integrate with Big- data/Business Intelligence Dashboards and reports that
immediately promote critical thinking and fact-based decision making.
ABC requests details on
 Development methodology (agile/waterfall);
 Delivery schedule
 Post implementation support approach and tenure
***The Proposer System Integrator must provide a single point of contact throughout the project and
post implementation.
7. Financial Terms

4. CIS Implementation RFP
Please refer <project scope section 4> for details on budget. ABC requests detail pricing break down,
expected payment structure and payment cycle from the proposers.
***Product failing to perform per expectations won’t get paid and proposers are bound to compensate
for the losses of efforts and time.
***Proposers are liable to pay penalty amount in case of missing deadlines of each phases as specified in
the contract.
8. Timeline and approach –
The ABC expects the implementation project to be started from May 5, 2016,with duration of 18 months.
ABC also requires post implementation support of 18 months after the deployment which makes the total
contract duration of 3 years.
During the contract Proposer are expected to deploy the system in phases.The ABC has identified, but is
not held to, the following roll-out schedule:
Phase I -
 Customer Information System - including information tracking, bill generating systems
 Automating fund transfer technology
Phase II -
 Web Customer Self-Service
 Mobile Lite
 Remote payment Kiosk
Phase III –
 Application Support
9. Proposer minimum requirement –
Requirements will be stated within the RFP for potential Proposers to meet, if they are to be considered
for evaluation. These include but are not limited to the following:
 The solution must provide for the automation of many currently manual processes and back-
office functional requirements.
 The solution will function based on the following technology components, Preference for the
following –
 Operating platforms:
o MVC Architecture
o Cloud Based
o Support for all OS environment
 Database Platform
o Any RDBMS with scalability.
 The Proposer should demonstrate a long-term commitment to the utility CIS marketplace.
 The Proposer should be free from legal entanglements related to CIS implementation failure.
 Solution should have a proven record of on-going and current upgrades.

5. CIS Implementation RFP
 The Proposer should demonstrate an understanding of and commitment to supporting the
Florida legislative and municipal utility environment. This includes but is not limited to: Energy
Efficiency (Energy Budget billing) programs and Energy Reuse.
 The solution will optionally contain a series of Business Intelligence Dashboards and reports that
immediately promote critical thinking and fact-based decision making.
 The Proposer System Integrator must provide a single point of contact throughout the project
and post implementation.
 All solution costs including travel fees must be fixed price.
 All documents and attachments related to the RFP must be included at the time of submittal.
10. Proposal evaluation criteria –
The scope of this project includes the evaluation of the areas described below:
I] Functional components –
1. Track Customer Information
2. Help to provide web customer self-service, and reduce demands on service staff
3. Generate Bills, Improve billing accuracy
4. Reduce payment defaults by enabling automatic funds transfer, credit card, phone pay, web pay
5. Issue Service Requests
6. Manage Customer Relationships
o Decrease Customer Response Times
o Automate communication with customers about utility programs and activities such as
electricity quality, electricity conservation and maintenance activities;
o Remote payment kiosk
II] Technical Components –
1. Preferred platform/operating system
2. Compatibility with current system
3. Solution support
4. Disaster recovery
11. Proposal Requirements and Terms
NOTICE IS HEREBY GIVEN that proposals for the CIS Implementation project will be received by the
ABC on following address –
Submittals: ABC Power & Light Company
Attn: Mr. XYZ (Project Manager)
300 N Coast Highway
Oceanside, FL 92054
Any responses submitted after 4 PM PT on March 19, 2016 will not be considered and will be returned
unopened.

6. CIS Implementation RFP
The Proposer is also directed to include the RFP title “CIS IMPLEMENTAION/REPLACEMENT
PROJECT” on the outside
Requested proposal should be submitted in the word format with pricing sheet and the attached formed
filled.
Proposers may send additional questions and queries till February 7, 2016 on the above address,
information requested after the mentioned date would not be answered.
ABC plans to conduct pre-proposal conference on Feb 15, 2016,all interested proposers are requested to
register themselves on the given link: https://xyz.prepraposalconferenceregistration
12. Outcome and Performance Standards
This CIS replacement should facilitate ABC’s retail utility performance and enhance customer service
levels along with improving billing accuracy, reduce service order backlog, minimize overtime, and cut
abandoned calls.
It should give low maintenance cost and should be standardized per utility industry norms.
The system must be adaptable to integrate with upcoming technologies and trends.
13. Confidentiality Terms -
The information contained in this Request for Proposal (RFP) is confidential. In accepting this RFP,
vendors should agree that the Confidential Information has been compiled, created and maintained by
special effort and expense of the other party.
14. Other Conditions and Legal Terms–
1. Proposals Property of the ABC: All documents or materials submitted with or in conjunction with
any Proposal, including but not limited to electronic files, shall become the property of the ABC
after the Proposal submission deadline. No submission documents will be returned.
2. During negotiations, the scope of services may be amended by the ABC and negotiated based
upon ideas provided by other Proposers or any other source.
3. Rejection as Non-Responsive: Proposals may be rejected as non-responsive at the ABC’s sole
discretion if there are alterations of form, the Proposal is conditional or the Proposal is
incomplete.
4. Modifying RFP: The ABC reserves the right to modify any portion of, or to postpone or cancel
this RFP at any time, and/or reject any and all Proposals without indicating any reason.
5. No Proposal is accepted: The ABC may elect to have the services performed in some other
manner.
6. Rejecting Team Members, Proposers or Sub-contractors. The ABC reserves the right to reject
individual team members, Proposers, sub-consultants, business partners or sub-contractors and
request substitution prior to contract award.
7. Business License Required. Any entity doing business in the ABC of Oceanside is required to
obtain a business license prior to beginning work.

7. CIS Implementation RFP