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September 2019



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CLOSED-On-Call Customer Service Change Management; SPU RFP/Contract# 19-010-S

Original Date Posted: September 26, 2019 7:30 am

Due Date:

2:00 PM, Thursday, October 17, 2019

Request for Proposals (RFP) for

On-Call Customer Service Change Management
SPU RFP/Contract# 19-010-S

The City of Seattle Public Utilities (SPU) is requesting qualifications from qualified consultants that can on a programmatic/portfolio view of all projects as well as individual project level plans perform the following tasks:

Create and implement a Change Management Plan
Develop communication and related plans / measure effectiveness
Create and rollout communication materials
Create and implement training plan and strategy
Project management

Seattle Public Utilities’ (SPU) Customer Service Division is implementing a programmatic approach to manage its various technology projects. These projects will result in the transformation of business processes, reporting, billing practices, policies across SPU, as well as modernize the customer experience and increase operational efficiencies.

The scope of this engagement includes change management, communications, training and instructional system design from initial assessment and planning through delivery and evaluation to help prepare the SPU’s employees and customers to adopt the upcoming changes. An intensive campaign that spans across all projects will be critical to SPU’s change management effort. Currently, Customer Service has approximately eight (8) technology projects.

Interested consultants are encouraged to review the RFP, background documents, and any RFP addenda online at  Note that you are required to complete a free registration to view, print or save documents posted on this website and to view contact information for other consultants who have downloaded documents from this website.

The deadline for submitting Qualifications is 2:00 PM, Thursday, October 17, 2019, at the 50th Floor, Seattle Municipal Tower, 700 Fifth Avenue, P.O. Box 34018, Seattle, WA 98104-4018.

SPU PRE-SUBMITTAL CONFERENCE:  A pre-submittal conference will be held on Thursday, October 3, 2019, in Conference Room SMT 5072 (50th Floor) of the Seattle Municipal Tower Building, 700 Fifth Avenue, Seattle, WA 98104 from 10:00 AM – 11:30 AM. Seattle Public Utilities will review the scope of work, consultant expectations, and answer questions from the prospective bidders. Time will be allocated for prospective bidders to network with each other and discuss teaming arrangements. Although attendance at this meeting is not mandatory, attendance is highly encouraged.

Written questions related to this RFP are encouraged and shall be directed to Sher Arciniega, Contract Administrator & SPU’s designated contact person, at . In order to facilitate preparation of responses to questions, please submit questions by no later than 3:00 PM on Tuesday, October 8, 2019. All responses to questions will be issued to all RFP recipients in the form of an addendum to this RFP. Addenda will be posted at

The City of Seattle is an Equal Opportunity Employer and selection of the Consultant is subject to applicable laws and ordinances regarding equal opportunity employment.

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