CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION

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 .

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.