(RFP) Customer Service Solution Consulting Services

Request for Proposal (RFP) Customer Service Solution Consulting Services
Solicitation
for
Jacksonville, FL
Solicitation Number
#1412146046
Optional Pre-Response Meeting via Teams or Teleconference on April 22, 2026 at 1:00 PM EST
Meeting URL: https://teams.microsoft.com/meet/29466613426322?p=sKH1cLBZzvwYldPDs3
Meeting ID: 294 666 134 263 22
Meeting Passcode: jx7DA7DX
Dial-in by phone
+1 321-558-7338,,44580159# United States, Orlando
Phone conference ID: 445 801 59#
Responses are due on April 28, 2026, by 12:00 PM EST
Responses must be electronically submitted per instructions in this Solicitation.
For more information, please contact the JEA Buyer at:
Angel Love at iosuad@jea.com

1.1) Scope of Work
The purpose of this solicitation for Customer Service Solution Consulting Services (this "Solicitation") is to
evaluate and select a vendor to provide a comprehensive assessment of JEA's existing Oracle Utilities
Customer Care & Billing (CC&B) system and related business processes. This engagement is to evaluate
and compare three potential strategic paths to determine the most value for our customers (JEA's
understanding is that functionally, C2M and CCS have similar functionality.) as described in this
Solicitation (the "Work") and to determine the best method for JEA to procure the Work with regards to
pricing, quality, design, and workmanship.
1. Upgrading the current on premises implementation of Oracle CC&B;
2. Migrating to the Oracle C2M platform; or
3. Migrating to the Oracle Customer Cloud Service (CCS) platform.
The selected vendor will provide an objective analysis including:
Business benefits
Business impacts
Process changes - Change management
Operational risks
Strategy benefits
Comparative considerations
Cost implications
JEA will use the results of this assessment to determine future implementation strategies based on what
creates the most value for the JEA customers and JEA business units.
A more detailed description of the Work is provided in the Technical Specifications included as an Exhibit
to this Solicitation.
Capitalized terms used in this Solicitation without definition shall have the definitions given to them in
Section 2 of this Solicitation.
1.2) Background
JEA owns, operates and manages the electric system established by the City of Jacksonville, Florida since
1895. In June 1997, JEA also assumed operation of the water and sewer system previously managed by the
City. JEA is located in Jacksonville, Florida, where we proudly serve an estimated 541,076 electric, 407,161,
water and 30,460 reuse water customers. JEA is Florida's largest community owned utility and the eighth
largest municipal in the United States.
1.3) Invitation - Submitting a Response
Respondents that meet the Minimum Qualification stated herein are invited to submit a Response to this
Solicitation to perform the Work. A complete copy of this Solicitation, the Technical Specifications, forms
and all other documents referenced in this Solicitation are on JEA's E-Procurement and Contract
Management Portal which is provided by Zycus Supplier Network which can be accessed at
https://zsn.zycus.com/guest/genericRegister/JEA074. Instructions on how to login to Zycus is provided
below in this Solicitation.
All Responses are due at the time indicated on the title page of this Solicitation. Section 1 of this Solicitation
are the instructions for submitting a Response for this Solicitation. Section 2 of this Solicitation contain the
definitions and commercial contract terms associated with this procurement.

A Contract will be presented to the Respondent awarded this Work and the Contract will incorporate by
reference this entire Solicitation and all associated Addenda. A sample of the JEA Contract can be found on
jea.com.
All documentation submitted with a Response must reference the Solicitation Title and Number stated
herein. All Responses must be made on the appropriate forms and formats as specified by this Solicitation
and uploaded to JEA's procurement platform.
All Responses should be delivered electronically to JEA via the Zycus platform. An automated, detailed
auditing system provides sealed Response integrity. Responses remain sealed on the platform until the
Close Date & Time.
A Respondent shall be solely responsible for timely delivery of its Response to the Zycus Supplier
Network. Respondents are strongly encouraged to acquire log in credentials early as possible. Additionally
Respondents are encouraged to submit Responses early to ensure uploading process goes smoothly.
Responses are due by the time and on the date stated on the cover page of this Solicitation. LATE
RESPONSES MAY BE REJECTED.
1.4) Zycus Instructions
I. How to Log Into Zycus
A. New Users - Zycus
1. New Users will need to register to login. Registration will require Company name, address, phone,
contact, title, phone and email address. Also, it is recommended users use Google Chrome to access Zycus.
2. Note if the company is already doing business with JEA, you may find the company is already registered
in Zycus. To find out if you are registered, try entering your email address in the New User Registration
screen. If you receive a message stating "Email ID already registered", log in as an Existing User Log-in". If
you don't know your password, enter your email address and click on "Forgot Password".
B. Existing Users or New Users with Previously Registered Emails
1. Once the user has a login on the sourcing platform select "Existing User Log-in", the user may navigate to
the solicitation by selecting the icon for the applicable solicitation.
II. How to Submit a Response Using Zycus
1. Once logged in, users will see all JEA Sourcing Events, then select the applicable event.
2. Once in the Sourcing Event. The Sourcing Event has prompts for actions required to respond to the
solicitation.
3. For the user to proceed to submit a Response to JEA using Zycus, the user will be required to provide its
acceptance of the of the Zycus iSource Terms & Conditions associated with the work. Such Terms and
Conditions may cover non-disclosure, safety, cyber security, Invitation for Bid contract terms, etc.
4. Once all terms are accepted, additional Solicitation information will be available for viewing and
submitting a Response by selecting "Confirm Participation". JEA will then have a record indicating the
company intends to submit a Response.

5. A user then can respond to each section of the Solicitation, once completed with each section, select
"Save". Note each section has a red, yellow, green light code. Items will turn green once completed. Yellow
and red lights mean there is additional action required. Users may also note under each tab, there are
multiple questions to respond to, scroll down the list to ensure all questions are answered.
6. In most Solicitations, JEA will provide Technical Specifications, pricing tables in Excel which the user
will need to download. Additionally, Excel pricing tables may need to be uploaded once completed to as part
of the Response. Users can download the required attachments by selecting the "Buyers Attachments" icon.
7. Once the required forms are uploaded and saved, the section light will turn green. Once all sections are
completed and green lighted, the User may select "Submit Response".
8. Once the user selects "Submit Response", the user will receive a "Success" pop-up when submitted.
9. Once submitted users may recall and modify submitted documentation and submit information until the
Response Due Date and Time.
10. Zycus does not automatically transfer a pricing submission from the qualifying round into live auction
setting for award consideration. Each user shall manually re-submit its qualifying Response into the live
auction environment for consideration of award.
1.5) Questions
All Questions must be submitted in writing to the JEA Buyer listed herein at least five business days prior to
the opening date. Questions received within five business days prior to the opening date may not be
answered.
1.6) Pre-Response Meeting
There may be an optional Pre-Response meeting associated with this Solicitation at the date and time listed
on the cover page of this Solicitation. All interested Respondents are invited to attend the Pre-Response
meeting. Those planning to attend the Microsoft Teams teleconference may email their name and contact
information to the JEA Buyer listed herein at least 48 hours prior to the Pre-Response meeting to facilitate
roll call. A Respondent must only sign in representing one company, unless otherwise agreed to by JEA in
writing.
1.7) Alternate Provisions and Conditions (RFP&ITN)
Terms and conditions found in Responses that are contrary to requirements found in this Solicitation,
including, but not limited to, the Contract terms and conditions contained in Section 2 of this Solicitation
and any requirements found in the Technical Specifications attached as an exhibit or attachment to this
Solicitation, will be rejected and are of no force and effect. However, JEA reserves the right to negotiate
different terms and conditions and requirements if JEA determines that such terms and conditions and
requirements are in the best interest of JEA.
1.8) Minimum Qualifications
Respondent must meet the following Minimum Qualifications to be considered eligible to have its Response
evaluated by JEA. Respondents that are working or have worked for JEA in the past 2 years involving
similar work must submit JEA as a reference. JEA reserves the right to ask for additional back up
documentation or additional reference projects to confirm the Respondent meets the requirements stated
below.

JEA may reject Responses from Respondents not meeting all of the following Minimum Qualifications:
I. The respondent must demonstrate successful experience performing, completing, or currently
completing at least two (2) Customer Cloud Service (CCS) assessments OR implementations of
CC&B (latest version), Oracle C2M and Oracle Utilities CCS, with organizations similar in size
to JEA within the past two (2) years.
i. Similar size to JEA is defined as no less than 200,000 customers.
And
II. Proven expertise with Oracle CC&B (latest version), Oracle C2M and Oracle Utilities Customer
Cloud Service (CCS)
The project references will also be used to evaluate the Past Performance/Company Experience section. Any
Respondent whose contract with JEA was terminated for default within the last two years shall have its
Response rejected.
1.9) Number of Contracts to be Awarded
JEA intends to Award one (1) Contract for the Work. JEA reserves the right to Award more than one
Contract based on certain groupings of the Work items, or JEA may exclude certain Work items, if JEA
determines that it is in its best interest.
1.10) Insurance Requirements
Prior to JEA issuing a Purchase Order to the Company to begin the Work, the Company shall submit a
certificate of insurance (COI) that is in compliance with amounts and requirements as indicated in this
Solicitation. Note that the COI shall specifically indicate JEA as additional insured on all required insurance
except Worker's Compensation and Professional Liability (if applicable). Furthermore, waiver of
subrogation must be provided for all required insurance in favor of JEA, including its board members,
officers, employees, agents, successors, and assigns.
1.11) Liquidated Damages In Contract
The Contract issued pursuant to this Solicitation contains liquidated damages tied to project completion
deadlines. The Respondent should review the specific time frames and liquidated damage amounts prior to
submitting its Response.
1.12) Optional Use of Small and Emerging Business Program
It is at the Respondent's option as to whether it chooses to subcontract with a JSEB firm. JEA encourages the
use of JSEB firms; however, the Respondent is not required to utilize a JSEB to be awarded a Contract under
this Solicitation.
For more information regarding the JSEB program, please contact Bill Hickey, JEA, Manager of Supplier
Diversity Programs and Procurement Services, hickwj@jea.com or jsebprogram@jea.com.
1.13) Basis of Award - Highest Evaluated
JEA will use the Selection Criteria listed below to evaluate the Responses. JEA may make its Award
decision based solely upon the information submitted in the Responses. JEA may also choose to have one or
more Respondent make presentations to representatives of JEA. It is always in the best interest of the
Respondent to provide informative, concise, well-organized technical and business information relative to
the Work, in both the initial submittal of its Response and in any subsequent submittals.

Please note, JEA may reject Responses that request material changes or take exceptions to JEA commercial
terms and conditions.
Responses will be scored and ranked by a committee of evaluators. Each evaluator will individually score
the Responses using the evaluation matrix attached to this Solicitation. Using these scores, each evaluator
will rank the Responses using "1" for the Response receiving the highest number of points from the matrix.
Responses with an equal number of points will receive the same numerical ranking. JEA will total the
numerical rankings for each Response and consider the Response with the lowest total to be the most highly
qualified Response. Any tie will be broken using the total of the matrix scores of all evaluators. If a tie
persists, the tie will be broken in accordance with the JEA Procurement Operational Procedures.
1.14) Evaluation Methodology
Responses will be scored and ranked by a committee of 3 to 5 evaluators consisting of JEA's staff. Each
evaluator will individually score the Responses using the evaluation matrix attached to this Solicitation.
JEA will use the "Selection Criteria" listed below to evaluate the Responses. JEA may make its Award
decision based solely upon the information submitted in the Responses. JEA may also choose to have one or
more Respondent make presentations to representatives of JEA. It is always in the best interest of the
Respondent to provide informative, concise, well-organized technical and business information relative to
the Work, in both the initial submittal of its Response and in any subsequent submittals.
Please note, JEA may reject Responses that request material changes or take exceptions to JEA commercial
terms and conditions.
1.15) Selection Criteria
The following criteria will be used by JEA to evaluate and rank Responses from Respondents who meet the
Minimum Qualifications specified in this Solicitation.
1.16) Quotation of Rates
Maximum score: _35__ Points
Respondent shall provide a firm price quote for all Work in this Solicitation by completing the Response
Form included in Appendix B. The prices quoted must include all profit, taxes, benefits, travel, percent
mark-up, and all other overhead items.
The prices quoted by Respondent on the Response Form must be firm-fixed prices, not estimates.
1.17) Ability to Design an Approach and Work Plan to Meet Project Requirements
Maximum points: _35__ points
Describe your firm's approach (free form) in providing the services described in this Solicitation. Describe in
detail how you will meet each section of the requirements contained in the Technical Specifications.
The Respondent shall demonstrate a clear and comprehensive ability to meet the business unit requirements
identified in Appendix A-Business Unit Requirements Sheet attached to this solicitation.
Points associated with the above bullets are in JEA's sole discretion.
1.18) Experience, Location and Availability of Professional Personnel
Maximum score: __10__ points
The Respondent shall provide up to five (5) Resumes to include the lead consultant and four (4) team
members to be assigned to this engagement. Resumes are limited to two (2) pages, 8 1/2" by 11" single

sided. Resumes provided greater than two (2) pages will not be evaluated. The Resumes
must identify experience conducting Oracle Utilities Customer Cloud Service
Assessments and/or implementations with demonstrated SaaS
implementation experience. Additional staffing/consultants may be identified for future assignments based
on the nature of the expertise needed.
At a minimum, each resume shall present the employee's name, title, years of service with the Company,
applicable professional registrations, education, and work experience. Resumes shall also identify any
specialty or technical process expertise. Resumes that show experience similar to the JEA requirements will
be given higher points.
Resumes shall be no more than two pages in length, single sided, and on 8.5" by 11" sized
Finally, Respondent shall provide an organizational chart delineating the Respondent's personnel
responsibilities and functions associated with the Work. If applicable, this chart shall also delineate any
responsibilities and functions of subcontractor and/or JSEB firms.
1.19) Past Performance/Company Experience
Maximum Points: 20 points
Respondent must demonstrate successful experience similar to the "Work" with two (2) Implementations or
Assessments within the last two (2) years of the Response due date.
I. The respondent must demonstrate successful experience performing, completing, or currently
completing at least two (2) Customer Cloud Service (CCS) assessments OR implementations of
CC&B (latest version), Oracle C2M and Oracle Utilities CCS, with organizations similar in size
to JEA within the past two (2) years.
i. Similar size to JEA is defined as no less than 200,000 customers.
And
II. Proven expertise with Oracle CC&B (latest version), Oracle C2M and Oracle Utilities Customer
Cloud Service (CCS)
1.20) OPTIONAL PRESENTATION/DEMONSTRATION
JEA reserves the right to add additional items or remove items and create an agenda to be shared with
respondents prior to the presentations. In its sole discretion, JEA may request and evaluate optional
presentations or demonstrations and give additional points to a short-list of Respondents using the following
criteria:
JEA may request and evaluate presentations or demonstrations to clarify proposals for a project. Additional
points will be given to Proposers using the following criteria:
- Respondent's service delivery team was cohesive, interacted and communicated well with the JEA team.
- Respondent's resources participating in the presentation or demonstration had the appropriate skills,
experience and knowledge.
- Respondent's demonstrated an ability to meet JEA's requirements
- Respondent's demonstrated a clear understanding of the JEA service territory and the customers that JEA
serves.

1.21) Tie
In the event of a tie score, the tie shall be resolved in accordance with JEA's Procurement Code and
Operational Procedures.
1.22) Required Forms to be Submitted
The following forms must be completed and submitted to JEA at the timeframes stated below.
A. The following forms are required to be submitted with the Response:
I. Business Unit Requirements-This can be found in Appendix A of this Solicitation
II. Response Workbook - This can be found in Appendix B of this Solicitation
III. CIP Supply Chain Risk Assessment Questionnaire-This can be found in Appendix B of this
Solicitation
IV. List of JSEB Certified Firms (if any)
V. Subcontractor Form (if any). However, if the following Subcontractors are utilized to perform
this Work, they shall be listed on the referenced Subcontractor Form,
If the above listed forms are not submitted with the Response by the Response Due Time and Date, JEA
may reject the Response.
B. JEA also requests the following documents to be submitted prior to Contract execution. A Response will
not be rejected if these forms are not submitted at the Response Due Date and Time. However, failure to
submit these documents prior to Contract execution could result in Response rejection.
I. Conflict of Interest Certificate Form - This form can be found at JEA.com
II. Insurance certificate
III. W-9
IV. Evidence of active registration with the State of Florida Division of Corporations
(www.sunbiz.org)
V. Any technical submittals as requires by the Technical Specifications
1.23) Addenda Issuance
JEA may issue Addenda prior to the opening of Responses to change or clarify the intent of this Solicitation.
The Respondent is responsible for ensuring it has received all Addenda prior to submitting its Response and
must acknowledge receipt of all Addenda by completing the Confirmation of Receipt of Addenda. JEA will
post Addenda when issued online at JEA.com. Companies must obtain Addenda from the JEA.com website.
It is the responsibility of each Respondent to ensure it has received and incorporated all Addenda into its
Response. Failure to acknowledge receipt of Addenda may be grounds for rejection of a Response.
1.24) Contract Execution and Start of Work
Within 30 days from the date of Award, JEA will present the successful Respondent with the Contract.
Unless expressly waived by JEA, the successful Respondent must execute a Contract for the Work within
10 days after receiving the Contract from JEA. If the Respondent fails to execute the Contract or associated
documents as required, JEA may cancel the Award with no further liability to the Respondent and retain any
bid security or bond.
Upon JEA's receipt of the executed Contract, certificate of insurance, and recorded Payment and
Performance bonds (if applicable), JEA will issue a PO, in writing and signed by an authorized JEA
representative as acceptance of the Response and authorization for the company to proceed with the Work,
unless otherwise stated in the Contract or PO.
For Construction Services: In the event that JEA intends to authorize the successful Respondent to proceed
with administrative work only, or with only a portion of the Work, then the PO shall state the specific
limitations of such authorization and JEA will issue a separate written Notice to Proceed to authorize the
Respondent to begin Field Work, when applicable, or to perform the remainder of the Work, or any portion

thereof. The Respondent shall ensure that it is prepared to begin Field Work upon receipt of Notice to Proceed.
Any Work performed outside of this partial authorization shall be at the Respondent's risk and JEA shall have
no obligation to pay for such Work.
1.25) Ex Parte Communication
Ex Parte Communication is defined as any inappropriate communication concerning a Solicitation between
any officers, employees or other representatives of Respondent and a JEA representative during the time in
which the Solicitation is being advertised through the time of Award. Examples of inappropriate
communications include: private communications concerning the details of the Solicitation in which a
company becomes privy to information not available to the other Respondents. Social contact between
companies and JEA Representatives should be kept to an absolute minimum during the Solicitation process.
Ex Parte Communication is strictly prohibited. Failure to adhere to this policy will disqualify the
noncompliant Respondent. Any questions or clarifications concerning this Solicitation must be sent in
writing via email to the JEA Buyer at least five business days prior to the opening date. If JEA determines
that a question should be answered or a requirement should be clarified, JEA will issue an Addendum to the
Solicitation.
1.26) Conflict of Interest
This conflict of interest policy applies to all JEA construction projects ("Project"). Any company bidding the
construction phase of a Project cannot at the time of Response/bid submittal, be affiliated with or have any
direct or indirect ownership interest in the architect/engineer ("Designer") of record. The company will also
be prohibited from bidding if the Designer has any direct or indirect ownership interest in the Contractor.
Should JEA erroneously award a contract in violation of this policy, JEA may terminate the contract at any
time with no liability to company, and company shall be liable to JEA for all damages, including but not
limited to the costs to rebid the Project. The purpose of this policy is to encourage bidding and eliminate any
actual or perceived advantage that one Respondent may have over another.
1.27) Certifications and Representations of the Company
By signing and submitting its Response, the Respondent certifies and represents as follows:
A. That the individual signing the Response is duly authorized to contractually bind the Respondent to the
terms and conditions of this Solicitation and the Contract. Respondent shall provide satisfactory evidence of
such authority within three days of JEA's request.
B. That every aspect of the Response and the detailed schedule for the execution of the Work, are based on
its own knowledge and judgment of the conditions and hazards involved, and not upon any representation of
JEA. JEA assumes no responsibility for any understanding or representation made by any of its
representatives during or prior to execution of the Contract unless such understandings or representations are
expressly stated in the Contract and the Contract expressly provides that JEA assumes the responsibility.
C. That, if successful, the Respondent will be registered to conduct business in the State of Florida and in
active status with the Florida Division of Corporations at the time of execution of a Contract.
D. That the Respondent maintains in active status any and all licenses, permits, certifications, insurance,
bonds and other credentials including, but not limited to, all licenses necessary to perform the Work. The
Respondent also certifies that, upon the prospect of any change in the status of applicable licenses, permits,
certifications, insurances, bonds or other credentials, the Respondent shall immediately notify JEA of status
change.
1.28) Ethics

By submitting a Response, the Respondent certifies that its Response is made without any previous
understanding, agreement or connection with any other person, firm, or corporation submitting a Response
for the same Work other than as a Subcontractor or supplier, and that the Response is made without outside
control, collusion, fraud, or other illegal or unethical actions. The Respondent shall comply with all JEA and
City of Jacksonville ordinances, policies and procedures regarding ethics.
The Respondent shall submit only one Response to this Solicitation. If JEA has reasonable cause to believe
the Respondent has submitted more than one Response for the same Work, other than as a Subcontractor or
sub-supplier, JEA shall disqualify the Response and may pursue debarment actions.
The Respondent shall disclose the name(s) of any public officials who have any financial position, directly
or indirectly, in Respondent or its Response by completing and submitting the Conflict of Interest Certificate
Form available at jea.com. Failure to fully complete and submit the Conflict of Interest Certificate will
disqualify the Response. If JEA has reason to believe that collusion exists among the Respondents, JEA
shall reject any and all Responses from such Respondents and will proceed to debar the Respondents from
future JEA Awards in accordance with the JEA Procurement Code.
JEA is prohibited by its Charter from awarding contracts to JEA board members, officers or employees, and
is prohibited from awarding contracts in which a JEA officer or employee has a financial interest. JEA shall
reject all Responses from JEA board members, officers or employees, as well as, all Responses in which a
JEA officer or employee has a financial interest.
In accordance with Florida Statutes Sec. 287.133, JEA shall reject Responses from any persons or affiliates
convicted of a public entity crime as listed on the Convicted Vendor list maintained by the Florida
Department of Management Services. JEA shall not make an Award to any officer, director, executive,
partner, shareholder, employee, member, or agent active in management of the Respondent listed on the
Convicted Vendor list for any transaction exceeding $35,000 for a period of 36 months from the date of
being placed on the Convicted Vendor list.
JEA shall also reject any Responses from any persons or affiliates that are listed on State of Florida's
Suspended Vendor List, the City of Jacksonville's Disqualified Vendor List, JEA's Suspended Vendors list,
or have had a contract with JEA terminated for default within the last two (2) years.
1.29) JEA Publications
Applicable JEA publications are available at jea.com.
1.30) Mathematical Errors
In the event of a mathematical error in calculation of the prices entered on the Response, the Unit Prices will
prevail. The corrected price utilizing the Unit Prices quoted by Respondent will be used to determine if the
Company is awarded a Contract for the Work and the corrected pricing will be used throughout the Term.
1.31) Modification or Withdrawal of Responses
The Respondent may modify or withdraw its Response at any time prior to the Response Due Date and Time
by giving written notice to JEA's Chief Procurement Officer by submitting an updated Response. JEA will
not accept modifications submitted by telephone, telegraph, email, or facsimile, or those submitted after the
Response Due Date and Time. The Respondent may not modify or withdraw its Response for a period of 90
days following the opening of Responses.
1.32) Notice of Prohibition Against Considering Social, Political, or Ideological Interests
Pursuant to Section 287.0501, Florida Statutes, JEA may not:
(i) Request documentation of or consider a vendor's social, political, or ideological interests when
determining whether a vendor is a responsible vendor; or