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CLOSED-Customer Experience Strategy and Roadmap; RFP #SCL-22261

Original Date Posted: August 20, 2018 11:41 am


Due Date: 3:00pm PST on September 11, 2018

THE CITY OF SEATTLE
SEATTLE CITY LIGHT DEPARTMENT

REQUEST FOR PROPOSALS #SCL-22261

For

CUSTOMER EXPERIENCE STRATEGY AND ROADMAP

Seattle City Light has recently developed a multi-year Strategic Business Plan that includes improving the customer experience. As part of this effort Seattle City Light is seeking to develop a clearly defined strategy and roadmap that will help to deliver an exceptional customer experience across multiple divisions and workgroups. This effort will take a wholistic approach to understand how to best utilize our various workgroups and functions, improve processes and leverage technology to better meet the needs of four customer.

A MANDATORY Pre-Submittal Conference will be held on August 24, 2018, at 10:00 a.m. Pacific. Attendance can be in person or by telephone. Details are contained in the RFP. A project overview will be presented with a question and answer session to follow.

This is a 3 Phase Project. The term of the contract shall extend from the date of execution by the General Manager and Chief Executive Officer of Seattle City Light, or designee, for approximately 3 years. City Light has identified a budget estimate of approximately $500,000 for the 3 Phases. The initial contract will be for Phase 1 as outlined in the RFP.

SCL, may at its option amend the original contract for scope, time, and funding, subject to the continuing appropriation authority by the Seattle City Council.

OBTAINING RFQ DOCUMENTS: Documents are available online at http://www.ebidexchange.com/seattle. Consultants must complete a free registration prior to viewing, printing and saving to their own equipment at no cost or ordering full or partial document sets and/or CDs through the Web site. For help using this site, or to order documents if you are unable to access the Web site, please call eBid Systems at 206-855-8430 or toll-free at 1-888-291-8430. Free internet access to obtain these documents is available at Seattle Neighborhood Service Centers and most public libraries.

Responses to the RFP must be delivered to SCL by 3:00pm PST on September 11, 2018, per the delivery instructions contained in the RFP. The City’s proposed schedule is outlined in the RFP.

The contracts awarded as a result of this RFP will be awarded in a manner that will comply with all applicable laws of the United States, State of Washington, the City Charter, and Ordinances of the City of Seattle.

WOMEN AND MINORITY AFFIRMATIVE EFFORTS REQUIREMENTS: All proposals are required to meet the Affirmative Efforts requirements as specified in the RFP.

Click here to download the RFP #SCL-22261

Click here to download: Contract Boilerplate

Click here to download: Consultant Questionnaire

Procurement Schedule
Table 1: Procurement Schedule

Procurement Contact Information

Procurement Contact: Lorrie van den Arend
E-mail: lorrie.vandenarend@seattle.gov

Delivery Address: Submittals are via e-mail only to lorrie.vandenarend@seattle.gov

 


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