RFP 26-21: Home Performance Contractor for Services

Request for Proposals RFP 26-21
Home Performance Contractor for Services
City of Woburn, Massachusetts
Posted: May 4, 2026
Due: June 5, 2026 @ 12:00 NOON
To: odeluca@cityofwoburn.com
Questions are due on:
May 22, 2026 @ 12:00 NOON
Deliver to:
City of Woburn
Purchasing Department
ATTN: Orazio DeLuca
Chief Procurement Officer
10 Common Street
Woburn, MA 01801

City of Woburn Request Home Performance Contractor for Services
The City of Woburn has rich history, natural beauty, and a welcoming community. Our
vibrant community is home to beautiful parks, walking trails, a historic Woburn Public
Library, recreation programs, a thriving business community, quality schools, and more.
Through collaborative and effective government, the City of Woburn is committed to
providing quality services and improving the lives of all its residents.
The City of Woburn is in the midst of a three-year campaign (2025-2027) designed to
leverage our local knowledge, trusted relationships, and experience and that of other
local community-based organizations to increase awareness and measurable
participation in energy efficiency offerings among all customers, with an emphasis on
the following target groups:
Renters and landlords
Residents whose primary language is not English
Low- and moderate-income residents
The program's overall goal is to increase the participation levels in energy efficiency
programs, specifically:
home energy assessments (HEAs)
residential weatherization (Wx)
heating and cooling (HVAC)
The City of Woburn seeks a Home Performance Contractor (HPC) to provide marketing
support, customer intake and triage, and direct service related to the ongoing campaign
to promote and coordinate consistent and reliable delivery of energy assessments,
weatherization and HVAC upgrades in 1-4 family residential buildings. We seek vendors
to leverage existing utility and state programs and create processes that remove
barriers to serve the following target populations:
Renters and landlords
Residents whose primary language is not English
Low- and moderate-income residents
There will be no financial relationship between the City of Woburn and the HPC. It is
expected that all activity executed by the HPC on behalf of the program will be funded
through the HPC's marketing budget with the assumption that the HPC and the cities'

co-branding will increase the efficiency and effectiveness of the HPC's marketing spend
and provide access to new sets of customers.
Scope of Work:
Task 1 - Marketing and Outreach:
Though residents will be allowed to access programs through any allowed pathway or
vendor, Woburn will guide households to the selected HPC as the primary entry point for
moderate income and market rate energy assessments. The selected HPC will have
access to the logos and seals of Woburn for approved uses in order to conduct co-
branded marketing efforts. All marketing pieces using the cities' names, logos or seals
or referencing the affiliation must be approved by the City of Woburn and their
designated representatives.
Marketing efforts might include:
Field marketing through tabling at public events or door-to-door canvassing
Direct mail via letters or postcards to Woburn residents
Digital advertising via search engines, social media, and online advertising
Reverse 311 messages
Print advertising
Radio advertising
Public displays such as banners or billboards
Woburn will collaborate with the HPC on additional ideas to connect residents with no-
cost energy assessments, such as mobilizing volunteer resources to support outreach
efforts and introduce the HPC to key institutions in the City, like houses of worship,
neighborhood associations, community organizations, and encourage collaboration.
Through the combined impact of these marketing efforts, the campaign should exceed
the program's goals of 843 HEAs, 233 weatherization installations, 159 heat pump
installations, and 42 LOTE leads.
Task 2 - Customer Intake and Service Delivery:
The HPC should maintain a call center capable of handling inbound calls and making
outbound calls to interested residents identified by the communities' campaign. The
HPC should have a customized protocols for scheduling energy assessments for all
interested and qualified residents , including:

Landlords of 1-4 unit buildings
With multiple properties
With mixed income tenants
Renters in 1-4 unit buildings
Non-English speaking customers in Woburn
Portuguese
Haitian Creole
Spanish
Mandarin
Moderate income residents who are eligible for enhanced weatherization
incentives
In addition, HPC must have a streamlined process to refer unqualified residents to
appropriate programs / vendors including:
Income-eligible customers
Customers that live in buildings or associations with more than 4 units
Customers that had program visits within 2 years and/or have completed all
eligible weatherization measures but are interested in or qualified for HVAC
upgrades
The HPC should design processes to deliver equitable service to all qualified customers
that may include:
A process for renters who desire to benefit from the program, but do not want to
involve their landlord
A process for condo owners who desire to benefit from the program, but do not
want to involve their property manager
The ability to communicate and deliver service in languages other than English
including:
Appointment confirmation emails and calls or other Pre-assessment
communications
Conducting virtual or in-person home energy assessments
Post-assessment communications, including contract follow up,
weatherization scheduling, HVAC referral
Weatherization installation
HVAC process (internally or through referrals)
A process to refer customers to upgrade their HVAC systems that aligns with
program prioritization of heat pumps

Task 3 - Data Sharing:
The selected HPC must establish a process to certain data points for all customers
served, including data of those customers referred to other vendors, with Woburn or
another organization it designates so that actions taken by customers served by the
HPC can be attributed to the joint marketing campaign. HPCs should also create a
protocol to capture customer permission to share information about their requests for
services and the results of those services with the City of Woburn. City of Woburn staff
may follow up directly with customers to capture their satisfaction with services and/or
identify and remove barriers to accessing service.
Responses requested:
The City of Woburn asks that interested HPCs answer the following questions to
address the above scope of work:
Task 1 Marketing and Outreach:
Please describe in detail the co-branded marketing and outreach efforts you'd propose
in order to surpass Woburn's goal of 843 HEAs and 233 weatherization installations. In
your response, please describe
1.1 Provide a line-item budget for all paid media (digital, print, mailers) that will be
branded with the City of Woburn logo.
Note: The City of Woburn does not provide direct funding for contractor marketing; all
costs must be covered by the Proposer.
1.2 Approximately how many completed home energy assessments would be
necessary to reach the goals
1.3 Your company's capacity to schedule and deliver this many energy assessments
annually
1.4 The channels and methods you propose using as well as their frequency and
volume
1.5 How you would leverage the brands and communication channels of the City of
Woburn in your marketing efforts
1.6 How you would make your efforts focused on or at least inclusive of the target
populations of the campaign
Task 2 Customer Intake and Service Delivery:
2.1 Customer Intake: Please describe your intake process for identifying, serving, or
referring the following groups of leads who request your services in the field,
online or by calling your call center. Please include details on when in the process

you capture customer information and if and how these customers can schedule
their own appointments online:
2.1.1 Landlords of 1-4 unit buildings
2.1.1.1 With multiple properties
2.1.1.2 With mixed income tenants
2.1.2 Renters in 1-4 unit buildings
2.1.2.1 Who are willing to coordinate with other tenants and/or their
landlord
2.1.2.2 Who do not wish to coordinate with other tenants and/or their
landlord
2.1.3 Moderate income households who are eligible for enhanced
weatherization incentives
2.1.4 Income-eligible customers
2.1.5 Customers that live in buildings or associations with more than 4 units
2.1.6 Customers that had program visits within 2 years and/or have
completed all eligible weatherization measures but are interested in or
qualified for HVAC upgrades of heat pump installations
2.2 Customer Service: During home energy assessments, please describe your
process for making HVAC referrals
2.2.1 What criteria do you use to determine if a referral is made?
2.2.2 To which company(ies) do you make your referrals?
2.2.3 Are customers able or encouraged to set an appointment for an HVAC
consultation during the home energy assessment?
2.2.4 At approximately what percentage of visits is an HVAC referral made?
2.2.5 Are referrals made specifically for heat pumps?
2.2.5.1 If so, approximately what percentage of referrals are made
specifically for heat pumps?
2.2.6 What if anything do you do to ensure your HVAC referrals receive a price
that is competitive with the market rate for similar equipment?
2.2.7 Approximately what percentage of referrals result in
2.2.7.1 A completed HVAC consultation?
2.2.7.2 A completed HVAC installation?
2.2.7.3 A completed heat pump consultation?
2.2.7.4 A completed heat pump installation?
2.3 Customer Experience

2.3.1 Please share processes you have for collecting customer feedback and
provide any relevant metrics you have to demonstrate customer
satisfaction.
2.3.2 Please provide a copy of your most recent utility contractor quality
report. Feel free to provide any comments to explain the grades or
improvement plans you may have.
2.4 Accountability and Oversight for Consistent and Reliable Services
2.4.1 Please describe how you plan to address reports of less than
satisfactory service.
2.4.2 How do you plan to prevent and respond to the following examples:
2.4.2.1 Reports of unusually long wait times for communication
2.4.2.2 Reports of late or missed appointments
2.4.2.3 Reports of less than satisfactory service delivery
2.5 City of Woburn Language Needs Matrix:
Please fill out the following table indicating the availability or your willingness to create
each of the listed items. It is assumed that all items are available or can be created in
English.
These resources are currently available (Available)
You will initiate creation these resources upon being selected (Create
Immediately)
You will create these resources before the end of the second year of the program
on December 31, 2023 (Create Eventually)
You cannot commit to creating these resources (No Commitment)
You don't use these resources or don't plan to use them in this program (N/A)
Resource Portuguese Haitian Spanish Mandarin
Creole
Field staff (canvassing,
tabling, presentations)
Online-scheduling tool
Phone scheduling staff
Pre HEA emails
(confirmation, Moderate
Income)

Virtual energy specialists
In-home energy specialists
Post HEA phone staff
Post HEA emails (Barrier
removal, contract follow up,
HVAC referrals, WX
scheduling/confirmation)
Weatherization crew
Task 3 Data Sharing:
3.1 Please see the data matrix below. Data will need to be shared with Woburn or
another organization it designates at least on a monthly basis, but please
indicate if you are able to share it more frequently. Indicate below for each data
item if you are:
Willing to share the data
The data is not collected
The data is collected but you prefer not share it
Other
PLEASE INDICATE IF
THIS DATA CAN BE
SHARED (Will Share, PLEASE ADD ANY NOTES (requests for
Not Captured, Prefer clarification, other questions,
Data Description Not to Share, Other) explanation for data sharing answer)
Service Address Please include unit #
e.g. contact info of spouse,
relative, landlord of account
First Name - Contact holder who contacted
Requesting Service vendor
e.g. contact info of spouse,
relative, landlord of account
Last Name - Contact holder who contacted
Requesting Service vendor
Phone Number(s) - Contact Please include all numbers
Requesting Service on file (home, work, cell)
E-Mail - Contact Requesting Please include all emails on
Service file (home, work)
First Name - Account Holder If different from contact

requesting service
If different from contact
Last Name - Account Holder requesting service
Phone Number(s) - Account Please include all numbers
Holder on file (home, work, cell)
Please include all emails on
E-Mail - Account Holder file (home, work)
Preferred Language -
Contact Requesting
Services
Preferred Language -
Account Holder
Examples:
- HEA Scheduled
- Not yet scheduled - Need
Additional Information /
Customer Action
- Referred to Multi-Family
(5+)
- Referred to Low-Income
-Referred to Small
Business
- Inactive - Not Interested
- Inactive - HEA within 2
years
- Inactive - Out of Service
Inquiry Status Area
Date of HEA
Please provide a key to
translate your statuses to
the following statuses
- Scheduled in the future
- Completed
Status of HEA - Canceled
HEA cancelation reason
Please provide a key to
translate your statuses to
the following four outcomes
- No Opportunity
- Contract presented,
unsigned
- Contracts presented,
signed
Result of HEA - Health and Safety barrier

identified
Knob & Tube (Minor)
Knob & Tube (Major)
Combustion Safety Failure
Asbestos
Vermiculite
Mold/Moisture
Dirt Floor Basement
Health and Safety Barrier Unvented Bath Fan
Detail Other
Is the service address (unit)
rented or owned
Primary heating fuel
Date of Wx
Please provide a key to
translate your statuses to
the following three statuses
- Scheduled in the future
- Completed
Status of Wx - Canceled
Wx cancelation reason
List of instant savings
measures
Value of instant savings
measures
Projected savings from
ISMs
Value of insulation and air
sealing
Projected savings from
insulation and air sealing
3.2 Please describe how you will obtain customer permission to share their data with
Woburn. In addition, please clarify, will this be an opt-in or opt-out process?
Task 4 Open Response