Customer Program Tracking and Management Platform

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.

CPAU seeks proposals for a modern, flexible platform that integrates Demand-Side Management (DSM) program tracking, with robust Customer Relationship Management (CRM) functionalities. The desired solution should offer intuitive workflows, customer and contractor portals, role-based access, comprehensive reporting and analytics, and seamless integration with CITY systems (including but not limited to SAP, Advanced Metering Infrastructure (AMI) / Meter Data Management Systems (MDMS), and Microsoft Exchange). It must support program application processing, financial tracking, customer engagement, and secure data management. Optional modules for behavioral energy insights are also of interest. The PLATFORM should be user-friendly, secure, flexible, and scalable to meet evolving program and customer needs.