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Request for Proposals

Utility Billing Software Date of Release: 2:00:00 PM (PST) Monday, January 5, 2026

Proposals are due by: 2:00:00 PM (PST), Monday, February 2, 2026

Contracting Agency: City of Ashland Sole Point of Contact: Keanna Khlafallah Title: Procurement Specialist

Address: City of Ashland 20 E. Main Street Ashland, OR 97520

Telephone: (541) 552-2009 Fax: (541) 488-5311 Email: Keanna.khlafallah@ashlandoregon.gov mailto:Keanna.khlafallah@ashlandoregon.gov

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Table of Contents Public Notice

Proposal Process

Schedule of Events

Proposal Terms

Scope of Services

Proposal Contents

Proposal Submission Requirements

Evaluation Process

Evaluation Criteria

Exhibit A – Applications Software Specification Checklist

Exhibit B – Proposal Submission Form

Exhibit C - Certificate of Compliance

Exhibit D – Sample Goods and Services Agreement

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Public Notice

Proposals are due by 2:00:00 PM (PST), Monday, February 2, 2026

The City of Ashland is requesting written proposals from qualified and experienced vendors to provide a comprehensive utility billing software solution. This Request for Proposal (RFP) is intended to provide prospective proposers with sufficient information to prepare and submit a proposal for consideration by the City.

Proposal documents may be downloaded from the OregonBuys web procurement system. Any addenda that may be issued relating to this RFP will be available from OregonBuys, and potential proposers are cautioned to continuously monitor the site for updates and addenda.

Applicants are now able to submit their proposals and/or responses online. Proposals may also be delivered in hard copy form to the City in accordance with the requirements outlined in the RFP.

The deadline for submitting questions is 5:00:00 PM (PST), Wednesday, January 21, 2026. All questions must be asked through OregonBuys or to the Sole Point of Contact. All questions and answers will be available to all proposers via OregonBuys.

Proposals must be received by 2:00:00 PM (PST), Monday, February 2, 2026, either digitally by submission through OregonBuys or mailed to 20 E. Main Street, Ashland OR 97520. The proposals will be opened at the time and date of the deadline, and the City will record and make available the identities of the proposers. Proposals will not be available for inspection until after the evaluation process has been completed and the Notice of Intent to Award has been issued.

Keanna Khlafallah Procurement Specialist City of Ashland, Oregon Keanna.khlafallah@ashlandoregon.gov

Published: Monday, January 5, 2026 https://oregonbuys.gov/bso/

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Proposal Process

Proposals are due by 2:00:00 PM (PST), Monday, February 2, 2026

ORS 279B.060(2)(c) Purpose of Request For Proposals The City of Ashland is seeking proposals from qualified and experienced vendors to provide a comprehensive utility billing software solution. The proposed system should support all existing City of Ashland utility billing processes and procedures while enhancing customer service capabilities, improving staff productivity, and leveraging current technological advancements.

This Request for Proposal (RFP) is issued by City of Ashland to solicit vendor proposals for a utility billing software system (the "System") designed to meet the current and anticipated future needs of the City of Ashland. The proposed solution must meet or exceed the minimum requirements outlined in this RFP.

City of Ashland is committed to identifying the best solution that aligns with its operational and strategic goals, as outlined in this document. The successful vendor(s) will be expected to deliver a turnkey, fully integrated solution that meets the specifications defined herein. This includes providing all necessary resources related to system hardware, software, training, data conversion, ongoing maintenance, and technical support.

Proposal documents may be downloaded from the OregonBuys web procurement system. Any addenda that may be issued relating to this RFP will be available from OregonBuys, and potential proposers are cautioned to continuously monitor the site for updates and addenda.

ORS 279B.060(2)(b) Sole Point of Contact Information, correspondence, and questions pertaining to this Request for Proposals (RFP) shall be directed to:

Name: Keanna Khlafallah Title: Procurement Specialist Address: City of Ashland 20 E. Main Street, Ashland, OR 97520

Email: Keanna.khlafallah@ashlandoregon.gov

This person is the sole point of contact during the entire RFP process including clarification and/or protest of specifications, method of bidding, the evaluation and award process, and/or other questions that may arise.

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OAR 137-047-0260(2)(a)(C) Opening Due Date and Time Proposals must be received prior to the scheduled opening. The opening is scheduled for the following due date and time: 2:00:00 PM (PST), Monday, February 2, 2026.

The proposal must be addressed to the designated sole point of contact and received prior to the due date and time. Proposals received after the opening due date are considered LATE and will NOT be accepted for evaluation.

Schedule of Events OAR 137-047-0260(2)(c)(A) Schedule of Events

Activity Date Request for Proposals Released Monday, January 5, 2026 1st Public Notice Monday, January 5, 2026 Deadline for Submitting Questions and Requests for Additional Information

5:00:00 PM (PST), Wednesday, January 21, RFP Protest Period Ends 5:00:00 PM (PST), Wednesday, January 21, 2026 Due Date and Time (Note: Proposals must be received prior to the due date and time.)

2:00:00 PM (PST), Monday, February 2, 2026 (see page 4 for proposal delivery address or submit via OregonBuys online)

Evaluation Process February 3-February 20, 2026 Contract Recommendation Upon completion of evaluation process Notice of Intent to Award Announcement (7) Days prior to executing contract Award Protest Period Ends (7) Days after Notice of Intent to Award is released If Needed: Contract Recommendation Presented to City Council for Final Approval Tuesday, March 3, 2026

Contract Award Upon Council Approval and

(7) Days after the Notice of Intent to Award Announcement

Services intended to begin Upon receiving a fully executed contract

– NOTE: This is a tentative schedule and is provided as a courtesy to potential proposers. The actual schedule may vary from that provided without notice to potential proposers. Any changes made to the closing date of the RFP will be made in the form of an addendum and mailed to all potential proposers who have received RFP documents.

Proposal Terms Questions and Requests for Additional Information All potential proposers are encouraged to ask questions and request additional information that will aid in the clarification of the RFP requirements. All questions must be asked through OregonBuys or to the Sole Point of Contact. Questions and answers will be available to all proposers via OregonBuys.

All inquiries, whether relating to the RFP process, administration, deadline, or method of award, or to the intent or technical aspects of the RFP must:

• Be asked via the RFP in OregonBuys or to the Sole Point of Contact

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• Be asked by an authorized representative.

• Refer to the specific area of the RFP being questioned (i.e., page, section and paragraph number).

• Be received by the due date and time for Questions/Requests for Clarification identified in the schedule.

OAR 137-047-0260(2)(a)(F) Addenda The provisions of this RFP cannot be modified by oral interpretations or statements. Proposers are cautioned not to make any assumptions as to the implied meaning or intent of any part of the RFP. Proposers should request clarification. If inquiries or comments by proposers raise issues that require clarification by the City, or the City revises any part of this RFP, a written addendum will be posted for all vendors in OregonBuys. The addendum will be issued within a reasonable time to allow prospective proposers to consider the addenda in preparing their proposals. Unless a different deadline is set forth in the addendum, a proposer may submit a request for change or protest by the close of the next business day after the issuance of the addendum, or up to the last day the RFP Protest Period ends, whichever date is later. If the date established in the previous sentence falls after the RFP Protest Period ends, the City will consider a request for change or protest to the addendum only. Addenda shall not be issued less than 72 hours before the closing unless the addendum also extends the closing.

ORS 279B.405 Protest Solicitation Process A prospective proposer for a public contract solicited under ORS 279B.055, 279B.060 or 279B.085 may file a protest with the City if the prospective proposer believes that the procurement process is contrary to law or that a solicitation document is unnecessarily restrictive, is legally flawed or improperly specifies a brand name. If a prospective proposer fails to timely file such a protest, the prospective proposer may not challenge the contract on grounds under this subsection in any future legal or administrative proceeding. If the protest is received at least 10 days prior to bid closing and meets the requirements of ORS 279B.405, the City shall consider the protest and issue a decision in writing. Otherwise, the City shall promptly notify the prospective proposer that the protest is untimely or that the protest failed to meet the requirements and give the reasons for the failure. The City shall issue a decision on the protest no fewer than three business days before proposals are due, unless a written determination is made by the City that circumstances exist that justify a shorter time limit.

Protests must:

• Be delivered to the Sole Point of Contact identified on page 4 via OregonBuys, email, or hard copy.

• Reference the name of the RFP.

• Identify prospective proposer’s name and contact information.

• Be sent by an authorized representative.

• State the Reason for the protest, including the grounds that demonstrate how the procurement process is contrary to law, unnecessarily restrictive, legally flawed, or improperly specifies a brand name; and evidence or documentation that supports the grounds on which the protest is based.

• State the proposed changes to the RFP provisions or other relief sought.

• Protests to the RFP must be received by the due date and time identified in the schedule.

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• Protests to addenda must be received by the close of the next business day after the issuance of the addendum, or up to the last day the RFP Protest Period ends, whichever date is later.

OAR 137-047-0440 Pre-Closing Modification or Withdrawal of Offers A proposer may modify its proposal in writing prior to the closing in accordance with OAR 137- 047-0400, OAR 137-047-0410 and OAR 137-047-0440. Any modification must include the proposer’s statement that the modification amends and supersedes the prior proposal. A proposer in accordance with OAR 137-047-0440 may withdraw its proposal by written notice submitted on proposer’s letterhead, signed by authorized representative of the proposer, and delivered to the individual and location specified in the solicitation document prior to closing.

OAR 137-047-0460 Late Offers, Late Withdrawals and Late Modifications Any proposal received after closing is late. A proposer’s request for withdrawal or modification of a proposal received after closing is late. An Agency shall not consider late proposals, withdrawals or modifications except as permitted in OAR 137-047-0470 or 137-047-0262.

Proposal Acceptance Proposals that do not address all areas requested by this RFP may be deemed non-responsive and may not be considered for any possible contract awarded resulting from this RFP.

ORS 279B.060(2)(e) Cancel, Reject or Delay Procurement The City of Ashland may cancel the procurement, reject in whole or in part any or all proposals, or suspend or delay the procurement in accordance with ORS 279B.100 when it’s in the best interest of the City of Ashland as determined by the City of Ashland. In no event shall the City of Ashland have any liability for the cancellation, rejection, or suspension of a solicitation or award.

The proposer assumes the sole risk and responsibility of all expenses connected with the preparation of its proposal.

Collusion By submitting a proposal, proposer certifies that no officer, agent, or employee of the City of Ashland has a monetary interest in this proposal; that the proposal is made in good faith without fraud, collusion, or connection of any kind with any other proposer and that the proposer is competing solely in its own behalf without connection with, or obligation to, any undisclosed person or company.

Disputes In case of any doubt or differences of opinions as to the items or services to be furnished hereunder, or the interpretation of the provisions of the RFP, the decision of the City of Ashland shall be final and binding upon all parties.

Clarification of Responses The City of Ashland reserves the right to request clarification of any item in any proposal, or to request additional information necessary to properly evaluate a proposal.

References The City of Ashland reserves the right to investigate any and all references and the past performance information provided in the proposal with respect to proposer’s successful

Page 8 of 32: RFP Utility Billing Software performance of similar projects, compliance with specifications and contractual obligations, completion or delivery of a project on schedule, and lawful payment of employees and workers.

ORS 279A.125

The City shall give preference to goods that are certified to be made from recycled materials if the recycled product is available, meets applicable standards, can be substituted for a comparable non- recycled product; and the recycled products costs do not exceed the costs of non-recycled products by more than five percent, or a higher percentage if a written determination is made by the City.

ORS 282.210

All printing, binding and stationery work done for the City shall be performed within the State of Oregon.

ORS 279B.060(2)(g) If required under ORS 468A.710, the contractor or subcontractor is required to possess an asbestos abatement license.

ORS 279B.060(6)(a) Opening Procedures Notwithstanding ORS 192.410 to 192.505, proposals may be opened in a manner to avoid disclosure of contents to competing proposers during, when applicable, the process of negotiation, but the City of Ashland shall record and make available the identity of all proposers as part of the City’s public records after the proposals are opened.

Notwithstanding ORS 192.410 to 192.505, proposals are not required to be open for public inspection until after the notice of intent to award a contract is issued. The fact that proposals are opened at a meeting, as defined in ORS 192.610, does not make the contents of the proposals subject to disclosure, regardless of whether the public body opening the proposals fails to give notice of or provide for an executive session for the purpose of opening proposals.

OAR 137-047-0260(2)(a)(E) Certification of Nondiscrimination Proposer to certify that the proposer has not discriminated and will not discriminate, in violation of ORS 279A.110(1), against a minority, women or emerging small business enterprise certified under ORS 200.055 or against a business enterprise that is owned or controlled by or that employs a disabled veteran as defined in ORS 408.225 in obtaining a required subcontract. The Certificate of Compliance attached as Exhibit B, is required to be signed and included with your proposal.

ORS 279B.060(6)(b) Proprietary Information (Trade Secrets) Notwithstanding any requirement to make proposals open to public inspection after the City of Ashland’s issuance of a notice of intent to award a contract, the City of Ashland may withhold from disclosure to the public materials included in a proposal that are exempt or conditionally exempt from disclosure under ORS 192.501 or 192.502.

All proposals are public record and are subject to public inspection after Agency issues the Notice of the Intent to Award. If a proposer believes that any portion of its proposal contains any

Page 9 of 32: RFP Utility Billing Software information that is a trade secret under ORS Chapter 192.501(2) or otherwise is exempt from disclosure under the Oregon Public Records Law (ORS 192.410 through 192.505).

The scope of services and cost information generally is not considered a trade secret under Oregon Public Records Law (ORS 192.410 through 192.505) and identifying the proposal, in whole, as exempt from disclosure is not acceptable. Agency advises each proposer to consult with its own legal counsel regarding disclosure issues.

If proposer fails to identify the portions of the proposal that proposer claims are exempt from disclosure, Proposer has waived any future claim of non-disclosure of that information.

If applicable, the proposer shall submit a redacted version of its proposal if the proposal being submitted in response to this RFP contains trade secrets.

ORS 279B.060(13) Notice of Intent to Award a Public Contract The City of Ashland shall provide written notice of its intent to award to all proposers pursuant to ORS 279B.135 and OAR 137-047-0610 at least seven (7) days before the award of the contract, unless the City determines that circumstances justify prompt execution of the contract, in which case the City may provide a shorter notice period.

ORS 279B.060(14) Contract Award The City of Ashland shall award the contract to the responsible proposer whose proposal the City of Ashland determines in writing to be the most advantageous to the City of Ashland based on the evaluation process and evaluation factors described in this Request for Proposals, and any applicable preferences described in ORS 279A.120, ORS 279A.125 and ORS 279A.128 and, when applicable, the outcome of any negotiations authorized by this Request for Proposals. Other factors may not be used in the evaluation. In addition, any other public agency wishing to use the resulting contract may be authorized by mutual consent of the City of Ashland and the contractor.

ORS 279B.410 Protest of Contract Award A proposer may protest the award of a public contract or notice of intent to award a public contract if the proposer is adversely affected because the proposer would be eligible to be awarded the public contract in the event that the protest were successful. The written protest shall specify the reasons for the protest pursuant to ORS 279B.410(1)(b) and be delivered to the sole point of contact named in the RFP within seven days after issuance of the Notice of Intent to Award a contract. The City shall consider and respond in writing to a protest in a timely manner.

ORS 279B.060(2)(h) Contractual Terms and Conditions The proposer selected by the City of Ashland will be expected to enter into a written contract in the form attached to this RFP. This RFP and the contents of the proposal of the successful proposer will become contractual obligations if a contract is executed. The proposal should indicate acceptance of the City of Ashland’s contract provisions or suggest reasonable alternatives that do not substantially impair the City of Ashland’s rights under the contract. The proposer may also propose contractual terms and conditions that relate to subject matter reasonably identified in this Request for Proposals. The City of Ashland reserves the right to negotiate the contractual terms and conditions proposed as alternatives by the proposer. If inclusion of any of the City of Ashland’s contract provisions will result in higher costs for the

Page 10 of 32: RFP Utility Billing Software services, such costs must be specifically identified in the proposal. Unconditional refusal to accept the contract provisions proposed by the City of Ashland without offering acceptable alternatives may result in the disqualification of the proposal.

Insurance Certificates The Contractor will be required to provide and maintain ALL required insurance certificates, and provide current Certificates of Insurance, including the City of Ashland endorsed as the additional insured, to the City prior to any lapse of insurance coverage.

Additional Terms The City of Ashland reserves the right to waive irregularities or deficiencies in a proposal if the City of Ashland determines that waiver is in the best interest of the City of Ashland.

The City of Ashland may request supplemental written information from a proposer concerning the proposer’s ability to perform the services. If a proposer fails to provide supplemental information within the time stated in the request, the City of Ashland may refuse to consider the proposer’s proposal.

The City of Ashland may request an interview with any proposer. If a proposal is unclear, or appears inadequate, the proposer may be given an opportunity in the interview to explain how the proposal complies with the RFP.

The City of Ashland reserves the right to make such investigation it deems appropriate to determine whether a proposer is qualified to provide the services. If a proposer fails to cooperate with an investigation, or if a proposer provides false, misleading or incomplete information, the City of Ashland may refuse to consider the proposer’s proposal.

In cases of doubt or differences of opinion concerning the interpretation of this RFP, the City of Ashland reserves the exclusive right to determine the intent, purpose and meaning of any provision in this RFP.

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Scope of Services The City of Ashland is seeking proposals from qualified and experienced vendors to provide a comprehensive utility billing software solution. The proposed system should support all existing City of Ashland utility billing processes and procedures while enhancing customer service capabilities, improving staff productivity, and leveraging current technological advancements.

This Request for Proposal (RFP) is issued by City of Ashland to solicit vendor proposals for a utility billing software system (the "System") designed to meet the current and anticipated future needs of the City of Ashland. The proposed solution must meet or exceed the minimum requirements outlined in this RFP.

City of Ashland is committed to identifying the best solution that aligns with its operational and strategic goals, as outlined in this document. The successful vendor(s) will be expected to deliver a turnkey, fully integrated solution that meets the specifications defined herein. This includes providing all necessary resources related to system hardware, software, training, data conversion, ongoing maintenance, and technical support.

City of Ashland Overview City of Ashland currently provides Water, Wastewater, Stormwater, Electric, and Telecommunications Services to over 13,000 customers. The organization employs approximately 175 staff members who will require access to the new utility billing solution as part of their daily responsibilities.

A strong preference will be given to vendors that offer a fully integrated customer web portal solution, enabling online payments and account management. However, City of Ashland reserves the right to evaluate each software application module independently, based on its individual performance and functionality. Furthermore, the City of Ashland reserves the right to award the system to a single vendor or to a combination of vendors, as deemed appropriate to meet the organization’s needs.

Current Utility Billing Software The decision to replace the current solution is driven by the following reasons:

• Inadequate integrations and user interfaces

• Excessive workaround needed to perform essential functions

• Need for enhanced reporting and analytics capabilities

• Inadequate software support turnaround

• Reliability and accuracy

• Poor customer online experience

The City of Ashland seeks a modern, robust solution to address these challenges and support its long-term operational goals, while enhancing the customer online experience.

Goals for New Solution The City of Ashland seeks to implement a new utility billing solution that will meet the organization’s current and future needs while addressing the limitations of the existing system.

The goals for the new solution include the following:

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• Enhance Operational Efficiency: Streamline utility billing processes and reduce manual intervention through automation and improved workflows.

• Improve Customer Service: Provide tools to enhance customer engagement, such as an intuitive customer web portal for online payments and account management.

• Ensure Scalability: Support organizational growth with a solution capable of handling increased customer accounts and expanded services.

• Leverage Modern Technology: Utilize advanced technology, including AMI/AMR integration, Itron AMR, real-time reporting, and mobile compatibility, to improve system performance and usability.

• Increase Staff Productivity: Provide staff with user-friendly tools and interfaces to perform their roles efficiently and effectively.

• Strengthen Data Security: Ensure the solution adheres to modern cybersecurity standards to protect sensitive customer and financial data.

• Facilitate Integration: Seamlessly integrate with existing and future systems, such as Tyler Technologies and ESRI ArcGIS.

• Enhance Reporting and Analytics: Provide robust reporting tools to enable data-driven decision-making and regulatory compliance.

• Minimize Total Cost of Ownership (TCO): Deliver a cost-effective solution with transparent pricing for implementation, maintenance, and ongoing support.

Scope of Services The City of Ashland seeks a comprehensive utility billing software solution that addresses its current operational needs while providing scalability for future growth and modern technologies.

The proposed software should seamlessly integrate with all aspects of the utility services, including:

• Maintaining customer accounts

• Billing and collection processes

• Improve customer communication capabilities via text and robocalling services

• Service order management

• Payment processing

• Customer web portal functionality

In addition to these core functions, the City of Ashland is committed to implementing system improvements that enhance customer interactions and optimize staff efficiency. The City of Ashland expects the new provider to implement with the existing systems in place at the utility.

These integration requirements include but are not limited to:

• MUNIS by Tyler Technologies accounting software integration

• Itron meter reading integration

• Moonlight BPO printing/mailing vendor requirements

• ESRI ArcGIS as authoritative address for account (meter) location

The selected vendor will be responsible for:

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• Data conversion and implementation: Migrating data from the existing software, including the conversion of 8 years of historical records from the legacy system.

• Staff Training: Providing comprehensive training to ensure that staff are proficient in using the new system, with ongoing support available as needed.

The City of Ashland emphasizes the importance of a vendor who can deliver a solution that aligns with these objectives while maintaining reliability, user-friendliness, and cost-effectiveness.

Minimum Requirements The desired system should be a cloud-based platform capable of supporting multiple concurrent users in various locations. The solution must allow user-defined fields, enabling the City of Ashland to tailor the software to its specific operational needs.

Key expectations for the system include:

• Efficiency improvements: Streamlined processes for setting up new accounts, creating service orders, managing delinquencies, and processing billing cycles.

• Security and User Access:

o Robust security features to provide customizable access levels, including full access, read-only access, and limited access.

o Administrative capabilities to manage user permissions and passwords.

o Restriction of specific fields to be editable only by administrators.

o SOC and PCI-DDS Compliance.

• Integration Capabilities: The system must accommodate all integration requirements specified in this RFP, ensuring seamless operation with other City of Ashland systems, including: MUNIS, Itron, and ESRI ArcGIS.

• Technical Support: Timely and reliable technical support during client business hours to address system issues.

• Customer Web Portal: Vendors offering a fully integrated, real-time customer web portal for online payments, account management, and enhanced customer engagement will be prioritized during the selection process.

• Reference Requirements: Vendors must provide five (5) references of similar scope and size that provide electric and/or water service to their customers implemented within the last three years.

The solution should be designed to meet the operational needs of the City of Ashland while providing scalability, flexibility, and reliability.

Proposal Contents Proposals shall provide a straightforward, concise description of the proposer’s capabilities to satisfy the requirements of the RFP. Emphasis should be on completeness and clarity of content.

Submissions of technical literature, display charts, or other supplemental materials are the responsibility and within the discretion of the proposer. The proposal must contain and be organized in accordance with the following section titled “Proposal Contents.” The proposer

Page 14 of 32: RFP Utility Billing Software assumes the sole risk and responsibility of all expenses connected with the preparation of its proposal.

Format of Responses To ensure consistency and thoroughness, vendors must adhere to the following format when submitting proposals:

1. Cover Letter

2. Executive Summary

3. Company Background

4. Client References

5. Product Overview

6. Applications Software Specification Checklist

7. Implementation Overview

8. Support & Maintenance

9. System Requirements

10. Supplemental Information

11. Pricing

Cover Letter The cover letter should be concise and express the vendor’s intent to meet the needs of the City of Ashland. It must be signed by an authorized representative of the vendor.

Executive Summary Provide a brief overview of the proposal, highlighting its key elements. The summary should be written in a manner that is easily understandable to individuals who may not be familiar with technical terminology specific to this type of project.

Company Background Include detailed information about the vendor, such as:

a. Company Headquarters information

b. Comprehensive list of products offered by the vendor

c. Number of years the company has been in business

d. Total number of clients served

e. Total number of employees

f. Software evolution and future direction

Client References Vendors must supply at least five (5) references of organizations currently using a system in size and scope to City of Ashland that provides electric and/or water service to its customers.

Each reference must include:

a. Organization Name

b. Services Provided

c. Total Population Served

d. Contact Information (name, title, phone, email).

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The reference list is mandatory.

Product Overview Provide an overview of the proposed solution, including a description of its modules and functionalities.

Applications Software Specifications Checklist Complete the provided Application Software Specification Checklist, provided in Exhibit A, as thoroughly as possible.

Implementation Methodology Detail the vendor’s approach to implementation, including all facets of the process. Information should include:

a. Project Management

b. Change Management

c. Business Requirements/Gap Analysis

d. Installation Process

e. Training:

i. Training Methodology

ii. Training Options

iii. Training Requirements

iv. Training Documentation

f. Data Conversion

i. Conversion Process

ii. Data Extraction

iii. Scheduling

iv. Data Validation/Testing

g. Parallel/Go Live Process

h. Timelines

i. Provide a sample implementation chart

i. Vendor/Client Responsibilities

i. Clearly outline the City of Ashland’s responsibilities during the implementation process

Support and Maintenance Provide a detailed overview of the vendor’s support and maintenance services, including:

a. Support Options

i. Support Interface: Please include Service Level Agreement schedule for support tickets

ii. Toll-free number availability

iii. Basic hours of operation

iv. After-hours/weekend support availability and costs

v. Online support options

vi. Additional support services

b. Support Goals

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i. Response and resolution times for:

1. Emergency incidents

2. Critical incidents

3. Standard help calls

c. Problem Escalation Procedures

i. Incident handling process

ii. Tools used by vendor support staff

iii. Chain of command for issue escalation

d. System Updates

i. Update management process

ii. Frequency of updates

iii. Typical downtime during updates

iv. Associated costs for major updates

System Requirements Vendors should include all relevant technical data, such as hosting location, security features and service level agreement associated with the datacenter(s) hosting your solution. Preference is for US government cloud hosting solutions.

Supplemental Information Vendors are encouraged to provide any additional information that may clarify or enhance their proposal response. This section can be used to:

a. Expand on key aspects of the proposal, including any details that may not have been fully addressed in previous sections.

b. Explain pricing structures, including optional features or services that may benefit the City of Ashland.

c. Highlight additional solutions or features not explicitly requested in this RFP that could improve the City of Ashland’s efficiency or overall operations.

d. Provide supporting documentation, such as case studies, product brochures, or white papers, that demonstrate the vendor’s expertise and the effectiveness of their solutions.

This section is optional but strongly recommended for vendors who wish to emphasize value-added capabilities or innovative solutions that differentiate their proposal from competitors.

Pricing All pricing must be provided in actual dollar-and-cent amounts. Quotes based on “Time and Material” are not acceptable. Prices should include all transportation and delivery costs. The City of Ashland reserves the right to procure personal computers or other hardware by alternate means.

Pricing requirements: To ensure accurate and fair evaluation, all pricing should be itemized and as detailed as possible. A lack of clarity in pricing may negatively impact the vendor’s proposal during the selection process.

At a minimum, the vendor must provide:

• Total First Year Cost:

Page 17 of 32: RFP Utility Billing Software o Include all implementation, licensing, and any other associated fees.

o Specify any anticipated travel expenses for the vendor’s team during the implementation process.

• Yearly Cost:

o Detail all technical support, maintenance fees, and any other recurring charges.

• Additional Hardware Costs:

o Provide a separate quote for any additional hardware recommended for the proposed solution. This allows the City of Ashland to compare pricing with local vendors and online options.

Vendors are encouraged to include any optional features or services that may benefit the City of Ashland, ensuring these costs are clearly labeled as optional. Transparency and itemization are critical for enabling the City of Ashland to compare pricing across all submitted proposals effectively.

In addition to cost, the evaluation criteria will include system capability, reliability, ease of use, and scalability to meet the future needs of the City of Ashland.

RFP Authority This RFP has been issued in accordance with the City of Ashland Rules of Procedure for Public Contracting and Purchasing. The RFP process is a procurement option allowing award to be based on stated criteria or evaluation factors. Cost will be a consideration. The evaluation factors to be utilized in the procurement are as follows:

1. Vendor Performance Record: Proven track record of meeting customer requirements.

2. Application Software Specification Checklist: The checklist provided must be completed in its entirety. Internal staff will review, score, and rank the responses based on the vendor’s demonstrated ability to deliver a solution that aligns with the requirements outlined by the City of Ashland.

3. Existing Application Systems: Availability of proven, ready-to-implement application systems and the vendor’s demonstrated capabilities in related system areas.

4. Data Conversion Capability: Vendor’s capability and cost-effectiveness in performing the required conversion of existing data files.

5. Ease of Training: Ease and effectiveness of training for the City of Ashland personnel.

6. Maintenance and Support: Vendor’s capabilities in providing software and maintenance, ongoing support, and service.

7. Vendor Staff and Implementation Timeline: Qualifications, experience, and availability of vendor staff assigned to the project, as well as the proposed timeline for conversion and installation.

8. Comprehensive System Support: Vendor’s ability to deliver a total system solution, including installation, data conversion, software implementation, training, and ongoing hardware/software maintenance and support.

9. Support Costs and Availability: Cost and availability of vendor support for conversion, implementation, assistance, and ongoing modifications.

https://ashland.municipal.codes/AMC/2.50 https://ashland.municipal.codes/AMC/2.50

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Trade Secrets (if applicable) If applicable, the proposer shall submit a redacted version of its proposal if the proposal being submitted in response to this RFP contains trade secrets.

Proposals become public information after the City releases a Notice of Intent to Award a Public Contract. It is important to submit a fully redacted copy of the proposal if it contains confidential trade secrets. A description of services being acquired by the City and the costs associated with those services are NOT considered confidential information.

Proposal Submission Requirements Technical Proposal

The technical proposal must be submitted separately from the cost proposal.

Paper copies:

• One (1) original copy of the technical proposal signed in ink.

• Two (2) additional copies of the technical proposal.

Digital:

• Submit via OregonBuys separate from the cost proposal.

Cost Proposal The cost proposal must be submitted separately from the technical proposal.

Paper copies:

• One (1) original copy of the cost proposal signed in ink.

Digital:

• Submit via OregonBuys separate from the technical proposal

Submission If mailing or delivering, please send all copies in a single envelope to:

Keanna Khlafallah Procurement Specialist City of Ashland 20 E. Main Street Ashland, OR 97520

Contents: Request for Proposal Utility Billing Software

Electronic proposals must be submitted through OregonBuys – do not email them. Label your files as follows:

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Technical proposal file name: Company Name, UB Software, Technical Proposal

Cost proposal file name: Company Name, UB Software, Cost Proposal

Due Date and Time The proposals must be received at the designated address listed above or submitted electronically on OregonBuys by 2:00:00 PM(PST), Monday, February 2, 2026. Late proposals will not be considered. No exceptions.

Period of Irrevocability Proposals will be offers that are irrevocable for a period of sixty (60) days after the time and date proposals are due. Proposals will contain the name, address and telephone number of an individual or individuals with authority to bind the company during the period in which the proposal will be evaluated.

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Evaluation Process In accordance with ORS 279B.060 (14), the City shall award the contract to the responsible proposer whose proposal the City determines in writing is the most advantageous to the City based on the evaluation process and evaluation criteria described in this RFP, applicable preferences described in ORS 279A.120, 279A.125 and 279A.128, and, when applicable the outcome of any negotiations authorized by the RFP. Other factors may not be used in the evaluation.

An evaluation committee appointed by the City of Ashland will evaluate the proposals based on the evaluation criteria established in this Request for Proposals. Each category will be scored with a number of points, up to the maximum number of points assigned to each category. The greater the number of points assigned to a category, the greater the category’s level of importance. Each proposal will be evaluated, scored and then ranked according to the evaluation criteria set forth in this RFP.

After the initial evaluation of the proposals has been completed, the Evaluation Committee may request clarifications. Requests for clarifications will be processed via email by the sole point of contact identified on page 4 of this RFP. No additions, deletions or substitutions may be made to proposals that cannot be termed as clarifications. Proposer’s responses to questions shall restate the question and provide the requested clarification.

The City of Ashland may reject any proposal not in compliance with all prescribed solicitation procedures and requirements and other applicable laws, and the City may reject for good cause any or all proposals upon the City’s findings that it is in the best interest of the City of Ashland.

If only one responsive proposal is received, the City of Ashland reserves the right to negotiate a contract with the sole responsive proposer.

The total points awarded to each proposal will be tabulated and the proposers shall be ranked accordingly. A contract with the proposer deemed to be the highest ranked proposer will then be negotiated. If negotiations with the highest ranked proposer are unsuccessful, the City of Ashland may proceed to the next highest ranked proposer, and so on until a contract is successfully negotiated.

In accordance with OAR 137-047-0260(2)((b)(A)(B)(C), the statement of work will identify the scope of work to be performed under the resulting contract, outline anticipated duties of the contractor and establish the expectations for the contractor’s performance of the resulting contract. The agreed upon tasks will also identify respective responsibilities of the contractor and City staff.

In accordance with ORS 279B.060 (16), the City shall obtain the proposer’s agreement to perform the scope of work and meet the performance standards set forth in the final negotiated statement of work.

The final contract recommendation may be subject to the approval of the City Council acting as the Local Contract Review Board.

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Evaluation Criteria The proposals will be evaluated according to the following criteria.

Evaluation Criteria Points References/Performance Record 10 Existing Application Systems 10 Staff, Task List & Timeline 5 Comprehensive System Support 5 Application Software Specification Checklist 25 Data Conversion Capability 10 Training, Maintenance & Support 15 Cost Proposal 20

Total 100

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Exhibit A – Applications Software Specification Checklist

The Applications Software Specification Checklist is included as a separate attachment within the OregonBuys Request For Proposal posting.

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Exhibit B – Proposal Submission Form The undersigned proposer submits this proposal in response to the City’s Request for Proposals (RFP) for Utility Billing Software released on Monday, January 5, 2026. The proposer warrants that the proposer has carefully reviewed the RFP and that this proposal represents the proposer’s full response to the requirements described in the RFP. The proposer further warrants that if this proposal is accepted, the proposer will contract with the City, agrees to the terms and conditions found in the attached contract and RFP or has submitted terms and conditions acceptable to the City, and will provide all necessary labor, materials, equipment, and other means required to complete the work in accordance with the requirements of the RFP and contract documents.

The proposer hereby acknowledges the requirement to carry or indicates the ability to obtain the insurance required in the contract. Indicate in the affirmative by initialing here: ______

The proposer hereby acknowledges receipt of Addendum Nos. ___, __, ___, ___, ___ to this

RFP.

Corporate Officer:

By:

Signature

Print Name

Title:

Date:

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Exhibit C - Certificate of Compliance

Compliance with Oregon Tax Laws In compliance with OAR 137-047-0260(2)(e), I hereby attest or affirm under penalty of perjury:

That I am authorized to act on behalf of the proposer in this matter, that I have authority and knowledge regarding the payment of taxes, and that contractor is, to the best of my knowledge, not in violation of any Oregon Tax Laws, as defined in ORS 305.380.

Compliance with Nondiscrimination Laws In compliance with ORS 279A.110(4), OAR 137-046-0210(2) and OAR 137-047-0260(2)(a)(E), I hereby attest or affirm under penalty of perjury that I am authorized to act on behalf of proposer in this matter, and to the best of my knowledge the proposer has not discriminated and will not discriminate, in violation of ORS 279A.110(1), against a minority, women or emerging small business enterprise certified under ORS 200.055 or against a business enterprise that is owned or controlled by or that employs a disabled veteran as defined in ORS 408.225 in obtaining a required subcontract.

Corporate Officer:

By:

Print Name

Title:

Date:

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Exhibit D – Sample Goods and Services Agreement Goods and Services Agreement

City Information Contractor Information

City of Ashland Firm Name:

Attn: Contact:

20 East Main Street Address:

Ashland, Oregon 97520

Phone: Phone:

Email: Email:

Contract Summary

Procurement Method:

Completion Date:

Contract Amount: Enter $ amount Spell out Amount

Description of Services:

Supporting Documents: Dated:

Dated:

Dated:

Dated:

This Goods and Services Agreement (hereinafter “Agreement”) is entered into by and between the City of Ashland, an Oregon municipal corporation (hereinafter "City") and the Contractor listed under Contractor Information above, (hereinafter “Contractor”), for the services listed under Description of Services and the Supporting Documents as noted in the Contract Summary above.

This Agreement and the Supporting Documents shall be construed to be mutually complimentary and supplementary wherever possible. In the event of a conflict which cannot be so resolved, the provisions of this Agreement itself shall control over any conflicting provisions in any of the Supporting Documents. In the event of conflict between provisions of the Supporting Documents, the Supporting Documents shall be given precedence in the order listed above. The Contractor's initials [_____] herein signify acknowledgment and agreement to this provision, if applicable, or if not sign “N/A”.

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The goods and services defined and described in the Supporting Documents shall hereinafter be collectively referred to as “Work.”

1. Term and Termination

1.1. Term. This Agreement shall be effective from the date of execution on behalf of the City as set forth below (the “Effective Date”) and shall continue in full force and effect until the Completion Date indicated in the Contract Summary on page one of this Agreement unless sooner terminated as provided in Subsection 1.2.

1.1. Time is of the essence. Time is of the essence for Contractor’s performance of each and every obligation and duty under this Agreement. City, by written notice to Contractor of default or breach, may at any time terminate the whole or any part of this Agreement if Contractor fails to provide the Work called for by this Agreement within the time specified herein or within any extension thereof.

1.2. Termination

1.2.1. The City and Contractor may terminate this Agreement by mutual agreement at any time.

1.2.2. The City may, upon not less than thirty (30) days’ prior written notice, terminate this Agreement for any reason deemed appropriate in its sole discretion.

1.2.3. Either party may terminate this Agreement, with cause, by not less than fourteen (14) days’ prior written notice if the cause is not cured within that fourteen (14) day period after written notice. Such termination is in addition to and not in lieu of any other remedy at law or equity.

2. Compensation

2.1. City shall pay Contractor the sum listed as the “Contract Amount” in the Contract Summary on page one of this Agreement as provided herein as full compensation for the Work as specified in the supporting documents.

2.2. In no event shall Contractor's total of all compensation and reimbursement under this Agreement exceed the “Contract Amount” listed in the Contract Summary without express, written approval from the appropriate Department Head or City Manager. Contractor acknowledges that any work delivered, or expenses incurred without authorization as provided herein is done at Contractor's own risk and as a volunteer without expectation of compensation or reimbursement.

3. Contractor's Obligations

3.1. Performance. Provide the goods or services as set forth in the Supporting Documents attached hereto and, by this reference, incorporated herein.

3.2. Nondiscrimination. Contractor agrees that no person shall, on the grounds of race, color, religion, creed, sex, marital status, familial status or domestic partnership, national origin, age,…