RFP 6888 Utility Billing Upgrade Project Management & Implementation Support Services

REQUEST FOR PROPOSAL
Utility Billing Upgrade Project Management
And Implementation Support Services
RFP #6888
Due Date and Time:
Wednesday, April 8, 2026 , 2:00 P.M ET
(at which time it will be publicly opened)
City of Johnson City
Purchasing Department
209 Water Street
Johnson City, TN 37601
(423) 975-2711

RFP #6888 Page 2 of 25
REQUEST FOR PROPOSAL (RFP) #6888
Utility Billing Upgrade Project Management
and Implementation Support Services
City of Johnson City, Tennessee
INTRODUCTION
The City of Johnson City, Tennessee ("City"), through the Johnson City Water & Sewer Services
Department, is soliciting proposals from qualified firms to provide professional project
management and implementation support services for the upgrade of the City's existing utility
billing system, LocalGovernment, to the Windows-based version NextGen platform.
The City will be upgrading from LocalGov's Zortec platform to its Window's based version,
NextGen platform, as its utility billing solution. This Request for Proposal #6888 is only for
implementation/upgrade support and project management services on behalf of the City of
Johnson City and does not include the purchase, licensing, or procurement of this outlined
software.
BACKGROUND
The City of Johnson City is currently utilizing LocalGov's legacy utility billing system, Zortec, which
was originally developed in the 1980's with various upgrades over the years. Due to the age and
limitations of the City's existing billing system, several utility billing functions rely on manual
processes and coordination across multiple departments within the City of Johnson City, including
Water & Sewer Services, Public Works, Information Technology, and Finance.
The calculation of Water and Sewer Department bills and other billing-related activities is
performed using reports and lists generated from the current system and supplemented through
spreadsheets, email communications, information stored on a shared network drive, and physical
paper files that often involves manual calculations by the personnel involved in the recurring
process. These processes require significant cross-departmental coordination and careful
sequencing to ensure accuracy and continuity of operations.
As the City transitions to the NextGen software, the Windows-based platform of LocalGov, the
implementation effort will require a structured and well-managed approach to coordinate system
configuration, data readiness, testing, training, and operational transition while maintaining
ongoing billing activities and minimizing any impact on customers. The City is seeking an
implementation partner to provide dedicated project management, planning, and coordination
services to guide the upgrade process in a manner that preserves billing accuracy, continuity of
service, and the customer experience, without diverting City staff from their day-to-day
operational responsibilities.

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The following billing activities are currently supported through the processes described above
and must be carefully managed throughout the implementation:
* Utility Billing & Adjustments
* Water & Sewer Account Connections and Disconnections
* Water & Sewer Meter Reading
* Water & Sewer Meter Checks
* Payments and Deposits
* Solid Waste Services
* Stormwater Fees
The selected firm will be expected to lead and support project governance, scheduling, risk
management, communication, and change management efforts, ensuring coordination among
Citywide departments, and the vendor-LocalGovernment, facilitating a successful, timely
transition from Zortec to NextGen.
UTILITY BILLING ENVIRONMENT OVERVIEW (INFORMATIONAL)
The following information is provided to assist proposers in understanding the size and
operational complexity of the City of Johnson City's utility billing environment. These figures are
approximate and provided for informational purposes only.
* Active utility accounts: 45,000
* Average number of monthly bills issued: 52,000
o Paper bills: 42,000
o E-bills: 10,000
o The City currently processes and prints paper bills in-house but anticipates
outsourcing print and mail services following the successful utility billing software
upgrade
* Key Personnel involved in the UB Process
o Water & Sewer
Billing: CSRs (6), Supervisor
Meter Reading: Meter Readers (2), Head Meter Reader, Supervisor
Division Manager
o Public Works
Solid Waste: CSRs (2)
Office Manager
Storm Water: Data Entry (2), System Maintenance
Division Manager, Assistant Director
o Finance
Cashiers (4.5)
Collections Supervisor
Assistant Director, Director
o Information Technology
IT Specialists (2)
Director
* Meter reading imports
o Routes and data loaded daily, Monday - Friday, excluding holidays
o Data is downloaded from meter reading handheld devices to Neptune NSight
software

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o Data is then exported from Neptune NSight to UB software, Zortec
* Billing cycles and frequency
o 22 Cycles
o Calculated daily Monday - Friday, excluding holidays
* Payment Processing
o Teller is used to process various payment types including cash, check, and
credit/debit card transactions in-house. Teller is also used to process miscellaneous
revenue (MRs) from other departments that do not involve the handling of actual
payments (deposits from remote sites, ACH payments received, etc.)
o BIS/i3Verticals is a third-party payment processing vendor used for various
credit/debit card and check transactions in person, online, and via IVR phone system
o Future State: An online platform utilized by LocalGov, will be used for UB payment
processing upon upgrade to NextGen.
* System Integration
o Current ERP system is Oracle Fusion Cloud
o Utility payments are manually updated to the current UB Software, Zortec, nightly
o Utility billing activity does not interface with the ERP and must be manually
submitted (billings, adjustments, etc.) daily
o Payment data from Teller is automatically interfaced to ERP, as well as to OpenGov,
the current property tax software
o Stormwater GIS data is manually submitted into UB using water meter routes as a
point of reference and tracked separately using Excel spreadsheets. This is a multi-
step process that includes multiple workflows to maintain, there is no interface with
current UB.
PROJECT OBJECTIVES
The primary objectives of this project are to:
* Provide dedicated project management leadership for the NextGen software
implementation
* Establish and maintain a comprehensive project plan and schedule
* Coordinate activities among City departments and the vendor
* Identify, manage, and mitigate implementation risks
* Support organizational change management and staff readiness
* Ensure a controlled, timely, and successful transition to the new system
SCOPE OF SERVICES
Includes project management, implementation support, data migration assistance, testing,
training, change management, go-live, and post-implementation support.
The selected firm shall provide comprehensive project management and implementation
oversight services, including but not limited to:
* Project governance structure and project management methodology
* Development and maintenance of a detailed project plan, schedule, and milestones
* Coordination and facilitation of meetings with City stakeholders and the vendor,
LocalGovernment

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* Provide project status updates in meetings with City Administration and City
Commissioners, when necessary
* Risk identification, issue tracking, and mitigation planning
* Oversight and coordination of system configuration activities
* Data migration planning and coordination (technical execution performed by others)
* Testing coordination, validation planning, and issue resolution tracking
* Training planning, scheduling, and coordination
* Change management and organizational readiness support
* Go-live planning, transition coordination, and stabilization support
The selected firm will serve as the primary project management resource, ensuring alignment
among all parties while minimizing disruption to ongoing utility billing operations.
REQUIRED PROPOSER RESPONSE FORMAT
Proposals should be submitted using the following format:
1. Cover Letter
2. Executive Summary
3. Firm Qualifications & Experience (LocalGov/NextGen experience strongly preferred, but
not required)
4. Relevant Project Experience
5. Proposed Project Management Approach & Methodology
6. Project Team & Key Personnel
7. Project Schedule & Milestones (including risk management approach)
8. Change Management & Training
9. Cost Proposal (project management of implementation services only)
10. References
11. Exceptions or Assumptions
12. Required Forms:
a. Proposal Agreement Form
b. Insurance Checklist
c. General Insurance Appendix Form
SAMPLE IMPLEMENTATION TIMELINE
Proposers shall describe how they will actively manage, monitor, and control the project,
schedule, dependencies, risks, and stakeholder coordination throughout each phase of the
implementation.
Total estimated duration: 9-12 months.
Phases include planning, configuration, data migration, testing, training, go-live, and
stabilization.
Phase Estimated Duration
Project Initiation & Planning 4 weeks
System Review & Configuration Support 6 - 8 weeks

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Data Migration & Validation 6 weeks
Testing (System & User Acceptance Testing) 6 weeks
Training & Change Management 12 - 16 weeks
Go-Live Preparation & Transition 6 - 8 weeks
Post-Implementation Support 4 - 6 weeks
EVALUATION & SCORING
* Relevant Experience (25%)
* Project Management Approach and Methodology (25%)
* Project Team (10%)
* Change Management & Training (10%)
* Schedule (10%)
* Cost (20%)
Interviews or presentations may be required.
PROJECT START WINDOW
The City anticipates a project start date within 30-60 days of contract award after City
Management and City Commission consideration and approval.
The anticipated project start window may be subject to the availability and scheduling of
LocalGovernment, the software vendor. The selected firm shall coordinate scheduling and project
kickoff activities in alignment with the City and LocalGovernment to ensure appropriate resource
availability and project readiness.
SUBMITTAL PROCEDURE
Proposer can submit electronic responses per link below. If submitting paper copies, respondent
shall submit a total of four (4) complete copies (one signed original and three copies). Submittal
shall be enclosed in a sealed envelope plainly identified on the outer envelope with the proposer's
name and address, along with "RFP #6888 - UTILITY BILLING PROJECT MANAGEMENT AND
IMPLEMENTATION SUPPORT SERVICES" and delivered or mailed to the Director of Purchasing,
209 Water Street (37601), Johnson City, TN on or before 2PM ET, April 8, 2026. A list of
respondents will be available the next business day on the Johnson City Purchasing website:
https://www.johnsoncitytn.org/business/current___awarded_solicitations.php.
It is the Proposer's responsibility to ensure receipt of submittal at the Purchasing Department by
the deadline. Late submittals will not be considered and will not be opened. Email, fax, or
telephone responses will not be accepted.
Proposals must be signed in ink by an authorized representative of the company to be considered
valid. Electronic signatures are acceptable. Unsigned offers will not be considered.
Solicitations will be opened publicly via a web conference and in-person, simultaneously.

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Join Zoom Meeting:
RFP# 6888 - Utility Billing Upgrade Project Management virtual proposal opening
Meeting ID: 832 7865 9368
Passcode: 923453
If you do not have access to a webcam, or you have no audio with your system, you may
call this number to join: (646) 518-9805. Any issues accessing the zoom web meeting
please call 423.975.2711 for direct assistance.
ELECTRONIC RESPONSES: CLICK HERE
The City reserves the right to reject any or all proposals and to waive informalities, irregularities
and technicalities in the process.
CONTACT PERSON
Scope of work questions and clarifications should be directed via email to Jon Lane, Director,
Water & Sewer Services. Email: jlane@johnsoncitytn.org. Submittal questions shall be directed to
the Purchasing Department, purchasing@johnsoncitytn.org.
SUBMITTAL REQUIREMENTS
* Signed proposal form. RFP response must be signed by an authorized agent as defined by
the City of Johnson City Purchasing Department in order to be considered valid. Unsigned
submittals will not be considered.
* Provide resumes of key personnel to be assigned to this project. Include only staff that
will have a direct role in the project(s). The City reserves the right to cancel any contract
resulting from a successful qualification selection should staffing changes be necessary
and appropriate replacement staff not be forthcoming. If partnering with another firm(s)
is proposed, please identify project team members and roles for all participants.
* Provide a narrative statement of qualifications and experience along with current
workload and intended timeline for required tasks.
* The consultant will provide at least five (5) references. These references will relate to the
services requested by the City. The references should contain the name of the
organization for which the services were provided, a brief description of those services,
dollar amount of the contract, and a name and address of a contact person. Experience
related to systems of similar size and geography is preferred.
* The attached Insurance Checklist (which includes a section for both the Insurance Agent
& Vendor to fill out) and General Contract Form must be completed and returned with
the RFP package. An approved Certificate of Insurance will be required, as specified, prior
to contract award by the City.
* Submit a detailed fixed fee pricing list inclusive of all travel costs, etc.
* Proposal response should address each of the above requested submittals, meet the
proposer response format, and should be prepared in a complete, concise manner.
Brochures, project photos and other illustrative information may be submitted as an
appendix to your response. Provide any additional information which may be of value
during the selection process.

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SELECTION PROCESS
The City reserves the right to reject any or all proposals received. Consideration for award of the
contract or contracts (if awarded) will go to the firm or firms which demonstrates that it possesses
the skills, judgment, experience, availability of appropriate personnel; and ability and track record
of providing prompt service and ontime delivery. All judgments as to skill, judgment, experience,
availability of appropriate staff, and record of ontime delivery as well as analysis of costs will be
made in the sole judgment of the City of Johnson City. This Request for Proposal will neither
commit the City to commence any project, nor in any way limit the discretion of the City in
selecting a firm or in making any future modifications to the scope of work under this proposal,
before or during the life of the project, should it be undertaken.
The City will not pay any costs associated with the preparation or submission of qualifications
and/or presentations and/or interviews.
All respondents must initially represent themselves solely by their written submittal. The
responses will be reviewed by a selection committee, and based upon the selection committee's
findings, the finalists may be requested to provide additional information and/or appear before
the committee.
SELECTION CRITERIA
Your response will be evaluated on the following criteria, as indicated in the evaluation and
scoring section: Relevant experience, project management approach and methodology, project
team, change management & training, schedule, and cost.
ESTIMATED PROJECT TIMELINE
The City anticipates hiring a Project Manager in the June/July 2026 timeframe and beginning the
project initiation and planning phase.
ECONOMY OF PREPARATION
Proposals should be prepared simply and economically, providing a straightforward and complete
description of services to meet the city's requirements as outlined in this document. Emphasis
should be on completeness and clarity of content.
WITHDRAWAL OF QUALIFICATIONS
Submittals may be withdrawn upon written request received from consultant prior to the time
fixed for receipt.
ACCEPTANCE OF PROPOSAL CONTENT
Proposals are to be valid for a minimum period of sixty (60) days from date of receipt by the City.
The contents of any proposal received shall become contractual obligations upon the execution
of a contract by authorized representatives of both the City and the consultant. Failure of the
successful consultant to accept these obligations may result in cancellation of the award.
The City may negotiate separately with any source in any manner necessary to arrive at a contract
agreement that is in the best interest of the City.

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ADDENDA
In the event it becomes necessary to revise any part of this RFP, addenda will be provided to all
known Proposers. No oral interpretations or communication will affect or change in any way the
information contained herein.
It is the Proposer's responsibility to assure receipt of all addenda prior to submitting. Any verbal
communications are not binding.
TERMS
Payment terms are Net 30 days after receipt of approved invoice on a per Task/Phase basis.
PROPRIETARY/CONFIDENTIAL INFORMATION
Proposers are hereby notified that all information submitted as part of, or in support of, proposals
will be available for public inspection after opening of proposals, in compliance with Tennessee
statutes.
ACCURACY OF PROPOSAL INFORMATION
Proposers who submit in their proposal to the City any information which is determined to be
substantially inaccurate, misleading, exaggerated, or incorrect shall be disqualified from
consideration.
RIGHTS AND OPTIONS OF THE CITY OF JOHNSON CITY
The City reserves the following rights and options:
* Determine those proposers who are most qualified.
* Reject any or all proposals for any reason, at its sole discretion.
* Supplement, amend, or otherwise modify this RFP.
* Cancel this RFP with or without submission of another RFP.
Issue additional solicitations for information and proposals, and conduct investigations with
respect to the qualifications of each respondent.
CANCELLATION
Either party may cancel this contract if written notice of intent is given thirty (30) days prior to
the cancellation date.
In the event of cancellation by the City, the City's financial obligation shall be limited to payment
for services properly performed and accepted by the City through the effective date of
cancellation. The City shall not be liable for lost profits, consequential damages, anticipatory
profits, unperformed work, or any other costs not incurred prior to the effective date of
cancellation. Cancellation shall not result in any additional penalties, fees, or charges beyond
compensation for authorized services satisfactorily completed.
If a Proposer fails to state a time in which their offer must be accepted it is understood and agreed
that the City will have sixty (60) days in which to enter into a contract.

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REQUIREMENTS FOR BIDS
This Proposal, and any response to it, includes the City's "Requirements for Bids, Requests for
Proposals, and Contracts, etc." and the "Sealed Solicitations General Terms and Conditions"
attached hereto and set forth herein as if verbatim. These documents are attached.