CUSTOMER SERVICES OPERATIONAL EFFICIENCY STUDY AND BEST PRACTICES IDENTIFICATION AND IMPLEMENTATION

Anaheim Public Utilities (APU) seeks a qualified consultant to conduct a comprehensive operational efficiency study of its Customer Services Group, which serves approximately 340,000 residents and 15,000 businesses. The study will assess the three operational units: Call Center, Account Maintenance and Billing, and Credit and Collections. The scope includes evaluation of service offerings, delivery methods, organizational structure, operational processes, customer engagement strategies, and resource allocation.

The consultant will benchmark APU's current practices against leading utility industry standards and best practices, identifying gaps, inefficiencies, and improvement opportunities. The evaluation will examine customer-facing activities including inquiries, billing adjustments, delinquency handling, and program administration. The assessment will provide insight into industry trends and future focuses to position the Group to deliver best-in-class services.

An optional second phase may include implementation support to ensure recommendations are successfully executed. Key dates include a pre-proposal meeting on March 23, 2026 at 7:00 PM, a question and answer deadline of March 31, 2026 at 7:00 PM, and a proposal submission deadline of April 16, 2026 at 7:00 AM. The proposal was released on March 11, 2026.