25NS1385_-_RFP_Secondary_-_Scope_of_Work.pdf

STATE OF CALIFORNIA GAVIN NEWSOM, Governor

PUBLIC UTILTIES COMMISSION

505 VAN NESS AVENUE

SAN FRANCISCO, CA 94102

California Public Utilities Commission (CPUC) Request for Proposal (RFP) – Secondary Number 25NS1285

For:

CA CONNECT CONTRACT OVERSIGHT MANAGEMENT (COM)

August 27, 2026

The California Public Utilities Commission (CPUC) invites you to review and respond to this Solicitation. In submitting your response, you must comply with the instructions found herein.

This is an open solicitation for all private entities, universities or governmental agencies.

The CPUC is seeking contract oversight management support for the California Connect Program.

This is to establish an independent oversight function across multiple program contracts that can objectively monitor contractor performance, review deliverables, identify risks or compliance concerns, support financial validation activities and provide consolidated reporting and recommendations to the CPUC across multiple contracts.

Before submitting a response to this solicitation, interested parties should read and review the entire solicitation including any attachments, all referenced web addresses, and any regulations, orders, and statutes cited.

Note that all agreements entered into with the State of California will include by reference General Terms and Conditions (GTC 02/2025) and Contractor Certification Clauses (CCC 4/2017) that may be viewed and downloaded at the following internet site:

https://www.dgs.ca.gov/OLS/Resources/Page-Content/Office-of-Legal-Services-Resources-List- Folder/Standard-Contract-Language.

If you do not have Internet access, a hard copy can be provided by contacting the point of contact listed below. By submitting a proposal your firm agrees to the terms and conditions stated in this RFP and the proposed contract.

Any questions regarding the solicitation or terms and conditions of the proposed contract must be submitted by the deadline listed in the key action dates. Terms and conditions will not be negotiated after contract award.

Responses are due on Friday, October 21, 2026, 10:00 A.M. Pacific Time.

The total proposal cost shall not exceed $3,500,000.00 for any individual contract year. A proposal that exceeds the $3,500,000.00 maximum for any contract year will be deemed non-responsive and will not be considered for award.

CPUC Point of Contact:

Kellie Harris

Kellie.Harris@cpuc.ca.gov

California Public Utilities Commission

RFP Number 25NS1385

EXHIBIT A: CA CONNECT CONTRACT OVERSIGHT MANAGEMENT (COM) SOW

CALIFORNIA PUBLIC UTILITIES COMMISSION

CALIFORNIA CONNECT PROGRAM

CONTRACT OVERSIGHT MANAGEMENT (COM)

TABLE OF CONTENTS

EXHIBIT A: CA CONNECT CONTRACT OVERSIGHT MANAGEMENT (COM) SOW

TABLE OF CONTENTS

SCOPE OF WORK

1. INTRODUCTION

1.1 Purpose Of This Agreement

1.2 Program Oversight Role Defined

1.2.1 Substitution of Key Staff

1.2.2 Minimum and Desirable Qualifications

1.2.3 Hours of Operations and Availability

1.2.4 Contractor Presence in California and Disability Community Engagement

1.2.5 Independence and Eligibility Restriction

1.2.6 Restrictions on Contractor Corporate Engagement

1.3 Background

1.3.1 CA Connect Program Context

1.3.2 CA Connect Services and Contracts

1.3.3 Stakeholder Roles and Responsibilities

1.3.4 Location Where Services Will Be Performed

1.3.5 Key Terms & Acronyms Defined

1.4 Period of Performance

1.5 Key Staff and Contractor Staffing Requirements

1.5.1 Roles and Responsibilities of Key Staff

1.5.2 Key Staff Positions

1.5.3 Right-Sized Staffing Model

1.5.4 Qualifications and Experience

1.6 Amendments and Optional Contract Extensions

1.7 Contract Representatives

2. CONTRACTOR RESPONSIBILITIES

2.1 Stakeholder Communications

2.1.1 CPUC

2.1.2 Advisory Committees and Other Stakeholders

2.1.3 Key Meetings

2.1.4 Quarterly Executive Oversight Meetings

2.1.5 Meeting Coordination and Accessibility Execution

2.2 Administrative Oversight

2.2.1 Oversight Coordination for Program Documentation

2.2.2 Program Dashboard and Reporting

2.2.3 Risk Analysis and Issue Identification

2.2.4 Oversight Observations and Improvement Recommendations

2.2.5 Response To CPUC Requests

2.2.6 Collaboration With Vendor Partners

2.2.8 Kickoff Meeting and Initial Documentation

2.3 Contract Oversight

2.3.1 Deliverable Quality and Completeness Validation

2.3.2 Contract Performance and Documentation Validation

2.3.3 Contract Timeline Monitoring

2.3.4 Contract Documentation and Records Management

2.4 Financial Oversight

2.4.1 Payment Processing

2.4.2 Expenses and Reimbursements

2.4.3 Budget Monitoring and Analysis

2.4.4 CA Connect Advance Account Management

2.5 Reporting and Data Validation

2.5.1 Program Dashboard and Report Automation

2.5.2 Co-Development With ERP Contractor

2.5.3 Report Definition & Development

2.5.4 Quality Assurance

2.6 Deliverables and Reporting Requirements

2.6.1 Transition-In Activities and Documentation

2.6.2 Transition-In Plan

2.6.3 Monthly Staffing Report and Organization Chart

2.6.4 Oversight Methodology and Workplan

2.6.5 Vendor Deliverable Review Package

2.6.6 Deliverable and Compliance Tracking Log

2.6.7 Change Request and Budget Tracking Log

2.6.8 Contract Term and Transition Tracking

2.6.9 Service-Level Agreements (SLAs)

2.6.10 Monthly Oversight Report

2.6.11 Monthly Oversight Dashboard

2.6.12 Risk and Issue Log (Contractual Risk Log)

2.6.13 Invoice and Financial Validation Summary

2.6.14 CA Connect Advance Account Monthly Packet

2.6.15 Annual Equipment Inventory Audit Coordination

2.6.16 Transition-Out and Closeout Package

2.6.17 Deliverable Submission Schedule

2.7 CPUC-Directed Unanticipated Tasks (Labor-Only Tasks)

2.8 Transition-Out

2.9 Work Product Ownership, Record Retention, and Audit Rights

3. CPUC RESPONSIBILITIES

4. CONTRACTOR-FURNISHED RESOURCES AND EXPENSES LIMITATION

EXHIBIT B – BUDGET DETAIL AND PAYMENT PROVISIONS

EXHIBIT A2 WORK AUTHORIZATION .......................... ERROR! BOOKMARK NOT DEFINED.

EXHIBIT C – ADVANCE FUND – CA CONNECT-STATE PAID COST CATEGORIES

EXHIBIT D – SERVICE LEVEL METRICS AND REPORTING REQUIREMENTS

EXHIBIT E – DELIVERABLE ACCEPTANCE CRITERIA

EXHIBIT F – KEY STAFF COMMITMENT AND SUBSTITUTION REQUIREMENTS

EXHIBIT G – CONTRACTOR’S INVOICE FORMAT (EXAMPLE)

EXHIBIT H – CA CONNECT ADVANCE ACCOUNT INVOICE FORMAT (EXAMPLE)

EXHIBIT I – CA CONNECT UNANTICIPATED TASK WORK AUTHORIZATION (EXAMPLE)

EXHIBIT J – GENERAL TERMS AND CONDITIONS (GTC 02/2025)

EXHIBIT K – SPECIAL TERMS AND CONDITIONS

EXHIBIT L – CPUC PRIVACY POLICY & INFORMATION SECURITY

EXHIBIT M – EVALUATION AND SCORING CRITERIA

2. MINIMUM QUALIFICATIONS

1. ADMINISTRATIVE INFORMATION

2. SUBMISSION REQUIREMENTS

3. PREFERENCE AND INCENTIVE PROGRAMS

4. EVALUATION CRITERIA AND PROCESS

5. AWARD AND CONTRACT EXECUTION

6. REQUIRED ATTACHMENTS

ATTACHMENT 1 – SOLICITATION CHECKLIST

ATTACHMENT 2 – CONFLICT OF INTEREST STATEMENT

ATTACHMENT 3 – REFERENCES SHEET

ATTACHMENT 4 – PAYEE DATA RECORD

ATTACHMENT 5 – PAYEE DATA RECORD SUPPLEMENT

ATTACHMENT 6 – CONTRACTOR CERTIFICATION CLAUSES

ATTACHMENT 7 – DARFUR CONTRACTING ACT FORM

ATTACHMENT 8 – BIDDER DECLARATION FORM

ATTACHMENT 9 – DVBE DECLARATION FORM

ATTACHMENT 10 – COMMERCIALLY USEFUL FUNCTION CERTIFICATION

ATTACHMENT 11 – IRAN CONTRACTING ACT FORM

ATTACHMENT 12 – CALIFORNIA CIVIL RIGHTS LAW CERTIFICATION

ATTACHMENT 13 – COST SHEET

ATTACHMENT 15 – SAMPLE STANDARD AGREEMENT

SCOPE OF WORK

1. INTRODUCTION

The California Public Utilities Commission (CPUC) oversees the CA Connect Program, which provides accessible communications equipment and services to Californians who have diƯiculty using standard telephone equipment due to hearing, vision, mobility, speech, or cognitive limitations. The Program is funded by the State and operates through multiple contracts that support various Program functions. Unless otherwise directed by CPUC, this Agreement applies to all CA Connect Program contracts, excluding Memoranda of Understanding (MOUs) and grant agreements.

Because the CA Connect Program uses multiple vendors and service agreements to deliver services, CPUC must ensure that contractual requirements are met and that surcharge funds are being used appropriately. CPUC is responsible for program policy, direction, and final decisions related to the CA Connect Program.

This solicitation establishes a separate Contract Oversight Management (COM) agreement focused on providing objective oversight support across CA Connect Vendor Partner service agreements. Unless otherwise directed by CPUC, the Contractor's oversight responsibilities apply to all CA Connect Program contracts, excluding Memoranda of Understanding (MOUs) and grant agreements. The COM contractor provides visibility into contract performance, deliverables, invoices, timelines, service levels, risks, and related oversight activities to support CPUC monitoring and decision-making.

Nothing in this Agreement authorizes the Contractor to operate the CA Connect Program, direct Vendor Partner operations, or replace CPUC's program ownership, contract management authority, or final decision-making responsibilities.

1.1 Purpose Of This Agreement

The purpose of this solicitation is to select a Contractor who will provide Contract Oversight Management services in support of the CA Connect Program. In this role, the Contractor will objectively review the work performed by the program’s Vendor Partners and verify that required deliverables, reports, and invoicing are reasonably complete, materially accurate, and aligned with the terms of each Vendor Partner service agreement.

In practical terms, this means the Contractor will:

Review vendor submissions and documentation Monitor performance against contractual requirements and expectations Identify issues or risks that require CPUC attention Provide written observations and recommendations to CPUC Be accountable for the quality, reasonable completeness, and accuracy of oversight reviews, analyses, and reporting provided to CPUC

This is a professional services (non-IT) contract.

The CPUC seeks a firm with demonstrated experience in contract oversight, performance monitoring, and executive-level reporting, preferably within public sector or regulatory environments. The Contractor must provide expertise in oversight, validation, financial controls, performance monitoring, and reporting (not operational execution).

The Contractor will not run program operations, manage vendor staƯ, or direct vendor activities. CPUC retains full decision-making authority.

The Contractor’s role is limited to oversight, monitoring, validation, reporting, and recommendations to CPUC. Operational direction, vendor management, corrective action decisions, and final program decisions remain with CPUC.

1.2 Program Oversight Role Defined

The Contractor will provide objective oversight and advisory services that support CPUC’s contract oversight, monitoring, and decision-making related to administration of the California Connect Program. The Contractor reviews and analyzes information from Vendor Partners, identifies risks or gaps, and provides CPUC with clear recommendations and decision options. Responsibilities include organizing information, validating data, reviewing deliverables, supporting CPUC visibility into cross-contract dependencies and coordination needs, and elevating risks or decisions that require CPUC direction.

The Contractor provides recommendations to CPUC based on analysis, documentation, and evaluation of Vendor Partner performance. The Contractor does not approve Vendor Partner deliverables or invoices. Only CPUC may approve deliverables, authorize payments, or make final decisions.

The Contractor may not direct or manage Vendor Partner staƯ, make operational decisions, or establish or change Program policy. The Contractor validates, analyzes, and recommends; CPUC decides. The Contractor is responsible for ensuring that oversight reviews, validations, and analyses are suƯiciently thorough to identify material risks, deficiencies, or non-compliance requiring CPUC attention.

Oversight activities performed under this Agreement do not constitute acceptance, approval, or authorization of Vendor Partner work products or invoices. The Contractor’s recommendations and validations are advisory in nature and shall not be interpreted as directing, managing, or supervising Vendor Partner performance. CPUC retains sole authority to approve invoices, accept deliverables, and determine whether work meets contractual requirements. The Contractor shall elevate concerns when requested actions appear inconsistent with contractual requirements, documentation standards, or oversight best practices, even when such actions are requested by a Vendor Partner or implied by prior practice. The Contractor remains responsible for identifying and documenting material contractual, financial, compliance, or oversight concerns, even when CPUC requests expedited handling, alternate workflows, or informal processing accommodations.

The Contractor is evaluated on the quality, accuracy, completeness, clarity, timeliness, and usefulness of its oversight analyses, recommendations, and deliverables, not on the volume of issues identified or the degree of enforcement posture taken toward Vendor Partners.

The Contractor shall provide timely, evidence-based, and professionally supported oversight that enables informed CPUC decision-making and is proportionate to the nature and materiality of the issue identified.

Oversight Approach and Modernization Support The Contractor performs oversight in a collaborative, advisory, and solution-focused manner. The Contractor reviews and analyzes documentation and deliverables, may request clarification or additional detail when information appears incomplete or inconsistent, and presents CPUC with options and recommendations. The Contractor may identify improvement opportunities that enhance accessibility, eƯiciency, customer experience, or Program maturity; however, implementation of such changes remains the responsibility of CPUC and/or Vendor Partners under their respective agreements. The Contractor is expected to surface risks early, identify oversight concerns, and elevate issues with recommended paths forward. The Contractor shall apply professional judgment and materiality standards when identifying issues or improvement opportunities and shall avoid non-substantive or purely stylistic commentary.

The Contractor is not responsible for performing program operations, managing Vendor Partner staƯ, or producing program deliverables on behalf of Vendor Partners. The Contractor provides oversight, validation, and documentation, not operational execution.

Continuity of Oversight Services The Contractor shall ensure continuity of oversight services and institutional knowledge throughout the term of the Agreement. StaƯ turnover shall not:

Interrupt work Delay deliverables, reporting requirements, or financial oversight activities Require CPUC to re-train Contractor personnel

The Contractor is responsible for maintaining complete and current documentation of all work performed under this Agreement, including working files, tracking logs, decisions, deliverable status, and notes related to Vendor Partner oversight. Documentation must be structured so that a new Contractor resource can assume responsibilities without loss of knowledge or disruption to Program activities.

Time spent onboarding or training replacement personnel shall not be billed to CPUC.

Continuity planning shall include a documented knowledge transfer approach identifying critical oversight functions, key documentation, required systems or access dependencies, pending deliverables or risks, and transition responsibilities necessary to maintain uninterrupted oversight services.

1.2.1 Substitution of Key StaƯ

Key StaƯ assigned to this Agreement are considered critical to the performance of services.

The Contractor shall not remove, replace, or reassign Key StaƯ without prior written CPUC approval in accordance with Exhibit F.

If a change is required, the Contractor shall:

1. Notify CPUC in writing as soon as the change is known, and

2. Provide a qualified replacement and a transition plan within ten (10) business days, unless otherwise approved by CPUC.

If a Key StaƯ vacancy, leave, reassignment, or unavailability occurs, the Contractor shall immediately provide qualified interim coverage suƯicient to prevent disruption of oversight activities, deliverables, reporting, or service level performance pending CPUC approval of a permanent replacement. If the unavailability is expected to continue beyond a temporary period, the Contractor shall coordinate with CPUC regarding whether a permanent replacement is required.

CPUC reserves the right to:

Review the qualifications and resumes of proposed replacement personnel Request interviews Not approve proposed personnel who do not meet the requirements of this

Agreement

Training, onboarding, or transition eƯort for replacement personnel shall not be billed to CPUC and shall not impact deliverables, reporting, or oversight activities.

1.2.2 Minimum and Desirable Qualifications

The Contractor shall ensure that all Key StaƯ assigned to this Agreement meet the Minimum Qualifications (MQ) defined in this section. Proposals that do not meet the MQ will be considered non-responsive.

Required Expertise (Applies to all Key StaƯ) Each Key StaƯ member must demonstrate professional experience that is directly relevant to the oversight responsibilities of this Agreement. Prior experience must include program, contract, operational, performance, or compliance oversight for government agencies, public entities, regulated organizations, or other comparable environments involving multiple contracts, vendors, or service providers.

Program Oversight Director (Key StaƯ) Minimum Qualifications (MQ):

Five (5) years of experience performing program, operational, or contract oversight for multi-vendor, government, or regulated programs.

Experience tracking deliverables, identifying issues, and developing written findings.

Experience serving as primary point of contact to executives, governance committees, or regulatory agencies.

Desirable Qualifications:

Experience supporting or overseeing CRS, relay services, accessibility programs, or disability-focused telecommunications programs.

Experience with large public benefit programs or programs regulated under state or federal requirements.

Familiarity with California state program processes, public procurement, or regulatory agency environments.

Experience developing or managing SLA-based oversight processes, compliance tracking logs, and executive-level accountability reporting.

Financial Oversight Lead (Key StaƯ) Minimum Qualifications (MQ):

Three (3) years of experience reviewing invoices, reimbursement documentation, or fund administration packets.

Experience reconciling supporting documentation (receipts, travel claims, proofs of payment) and identifying discrepancies.

Proficiency using financial tracking tools (Excel or equivalent).

Desirable Qualifications:

Experience administering an advance account / CA Connect Advance Account reimbursement model.

Experience with publicly funded or grant-funded programs.

Experience supporting financial oversight in a multi-vendor environment.

Reporting and Data Validation Lead (Key StaƯ)

Minimum Qualifications (MQ):

Three (3) years of experience in reporting, data validation, metric tracking, or dashboard/report development.

Ability to analyze datasets to identify gaps, errors, inconsistencies, and trends.

Desirable Qualifications:

Experience validating reporting from multiple Vendor Partners or external systems.

Experience defining reporting requirements or supporting dashboards in an

Enterprise Resource Platform (ERP) or equivalent reporting environment.

Experience documenting data definitions, data sources, or metric logic.

1.2.3 Hours of Operations and Availability

The Contractor shall ensure that personnel assigned to this Agreement are available during normal business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m. Pacific Time, excluding State holidays, to perform services, participate in meetings, and respond to CPUC inquiries, as required. The Contractor shall maintain suƯicient staƯing and responsiveness to perform the services required under this Agreement within the applicable service levels and timelines.

The Contractor shall ensure that a minimum of two (2) Contractor staƯ attend each TADDAC and EPAC meeting in person. At least one (1) attendee shall be a Key StaƯ member. Attendance shall include the staƯ responsible for oversight of the workstream(s) discussed at that meeting.

For Joint Committee meetings, all Key StaƯ identified in Section 1.5.2 shall attend in person, unless CPUC provides written authorization for remote participation for specific individuals.

Participation in Advisory Committee meetings and other Program-related meetings is included in the Contractor's fully loaded hourly rates. Travel time associated with attendance at such meetings shall not be billed separately. The Contractor shall not charge travel expenses, travel time, travel premiums, overtime compensation, or any other supplemental charges associated with meeting attendance unless expressly authorized in writing by CPUC.

1.2.4 Contractor Presence in California and Disability Community Engagement

All personnel assigned to this Agreement shall be based in and perform their work from the State of California throughout the term of the Agreement, unless otherwise authorized in writing by CPUC. Personnel shall work during California business hours and must be available to participate in in-person meetings, site activities, or other work within California when directed by CPUC.

The Contractor shall demonstrate prior experience working with disability-focused programs or organizations serving individuals with disabilities, including, but not limited to, hearing, vision, mobility, speech, cognitive, or related disabilities. This experience must include direct engagement with stakeholders or advisory bodies, such as consumer councils, advisory committees, regulatory forums, or accessibility-focused working groups.

All Key StaƯ must:

Be able to communicate program status, oversight findings, and documentation to consumer advisory bodies, including TADDAC, EPAC, and Joint Committee meetings.

Understand accessibility expectations and community engagement norms relevant to assistive telecommunications programs.

Be capable of responding to committee questions based on documented evidence and oversight findings.

This requirement does not authorize the Contractor to speak on policy or CPUC decisions;

communications must remain factual and limited to oversight activities.

1.2.5 Independence and Eligibility Restriction

The Contractor and its subcontractors must remain independent from CA Connect Program operations.

A Contractor that holds a CA Connect Program service agreement to perform Program operations is not eligible to submit a proposal for, or be awarded, this Agreement. Likewise, a Contractor awarded this Agreement shall not submit a proposal for, or be awarded, a CA Connect Program service agreement to perform Program operations during the term of this Agreement.

This eligibility restriction applies to the Contractor, its parent company, subsidiaries, aƯiliates, and subcontractors performing work under this Agreement.

This Agreement is strictly for independent oversight. The Contractor shall not engage in operational activities or work that would impair its independence or create the appearance that it is performing Program operations.

1.2.6 Restrictions on Contractor Corporate Engagement

Only personnel assigned to this Agreement as Key StaƯ or approved support staƯ may serve as the Contractor’s designated routine points of contact with CPUC regarding oversight activities performed under this Agreement. Contractor corporate executives, business development personnel, internal supervisory staƯ, or other individuals not assigned to this Agreement shall not independently initiate communications, meetings, or oversight discussions with CPUC or Vendor Partners regarding work under this Agreement unless specifically requested or approved in writing by CPUC for a defined purpose.

Contractor personnel who are not formally assigned to this Agreement may not access CPUC systems, attend oversight meetings, or communicate with Vendor Partners regarding oversight activities unless explicitly authorized in writing by CPUC.

This restriction is intended to preserve clear communication channels, defined accountability, and orderly contract governance. Communications outside established governance channels shall not create direction, commitments, obligations, or scope interpretations unless confirmed in writing by CPUC’s authorized Contract Representative.

1.3 Background

1.3.1 CA Connect Program Context

CA Connect is a statewide accessibility program established under Public Utilities Code § 2881 and related statutes. The program provides specialized communications equipment and related support services to eligible Californians who have diƯiculty using standard telephone equipment due to a disability. The program’s goal is to ensure that individuals can access functional and reliable communication options that meet their needs.

1.3.2 CA Connect Services and Contracts

The CA Connect Program is delivered through multiple service contracts. Each Vendor Partner is responsible for a specific set of services under its own contract with CPUC.

These services include, but are not limited to, equipment fulfillment and distribution, contact center support, field services, marketing and outreach activities, and relay-related support. Vendor Partners submit progress reports, documentation, and invoices to CPUC based on the requirements outlined in their individual contracts.

1.3.3 Stakeholder Roles and Responsibilities

CPUC is responsible for administering the CA Connect Program, including ensuring appropriate use of public funds, monitoring service delivery, and ensuring that contract requirements are met. Vendor Partners carry out the operational work described in their respective contracts. The Contractor selected under this procurement will assist CPUC by objectively reviewing the information submitted by Vendor Partners. The Contractor does not perform or manage program operations. CPUC retains all authority for program direction, follow-up, and decision making.

1.3.4 Location Where Services Will Be Performed

The Contractor may perform services remotely. Personnel assigned to this Agreement shall be based in and perform their work from the State of California, unless otherwise authorized in writing by CPUC. Personnel shall be available during standard business hours in Pacific Time and must attend in-person meetings when directed by CPUC. At a minimum, the Contractor shall ensure that at least one (1) Key StaƯ member and one (1) additional Contractor personnel attend each TADDAC and EPAC meeting in person. All Key StaƯ shall attend Joint Committee meetings in person, unless otherwise authorized in writing by CPUC. All Contractor travel and related costs are included in the fully loaded hourly rates and are not separately reimbursable.

The Contractor shall ensure that Key StaƯ assigned to this Agreement have demonstrated experience working with accessibility, disability-focused programs, relay service programs, or similar public programs serving individuals with disabilities, including, but not limited to, hearing, vision, mobility, speech, cognitive, or related disabilities. The Contractor shall provide all equipment, systems, software, workspace, connectivity, and other resources necessary to perform under the agreement.

1.3.5 Key Terms & Acronyms Defined

For clarity within this Scope of Work:

California Connect (CAC): A statewide Public Purpose Program administered by

CPUC that provides assistive communications equipment and related services to eligible Californians with disabilities, authorized under Public Utilities Code § 2881 et seq.

California Public Utilities Commission (CPUC): The State regulatory agency responsible for oversight of essential utility and public service programs, including energy, water, transportation, and public purpose programs that support consumer access and aƯordability. CPUC establishes policy, enforces regulatory requirements, and administers state-funded programs such as CA Connect.

California Relay Service (CRS): A statewide service that enables Californians who are Deaf, hard of hearing, or have speech disabilities to communicate by phone through relay operators or technology-based relay services.

Communications Division (CD): The CPUC division responsible for developing and implementing Commission policies related to communications services and ensuring that Californians have fair, aƯordable, and accessible access to essential communication services. CD oversees public purpose programs, including CA Connect, and is responsible for contract management, budget oversight, and regulatory compliance for those programs.

Contractor: The entity awarded this Agreement to provide Contract Oversight Management services described in this Scope of Work.

Contract Oversight Management (COM): Objective oversight activities performed by the Contractor to monitor, review, validate, and document Vendor Partner service agreement performance, deliverables, invoices, timelines, service levels, risks, dependencies, and supporting documentation. COM is advisory in nature and supports CPUC oversight and decision-making. COM is not program management, does not authorize work, direct Vendor Partner operations, supervise Vendor Partner staƯ, or replace CPUC contract management authority.

Electronic Claim and Application Portal (eCAP): Communications Division financial workflow system used to route and process invoices. CPUC retains sole authority to approve or reject invoices for payment.

Equipment Program Advisory Committee (EPAC): An advisory body that provides recommendations to CPUC regarding the selection, evaluation, and usability of program equipment oƯered through the CA Connect Program.

Equipment Vendor: A supplier or distributor that provides equipment, accessories, or related materials for the CA Connect Program under a CPUC purchase order or other authorized purchasing method.

Telecommunications Access for the Deaf and Disabled Administrative Committee (TADDAC): An advisory body established to advise CPUC on policy issues aƯecting communications access for Californians with disabilities and on CA Connect program direction.

Vendor Partner: A contractor performing services under a CA Connect program service agreement with CPUC, excluding Memoranda of Understanding (MOUs) and grant agreements, unless otherwise directed by CPUC.

1.4 Period of Performance

The term of this Agreement shall begin January 4, 2027, or upon final approval of the Agreement, whichever occurs later, and shall continue for two (2) years unless terminated earlier in accordance with the terms of this Agreement. These dates shall also be reflected in the Standard Agreement (STD 213). All work must be completed within this period.

Transition-In activities shall begin on the eƯective date of the Agreement and must be completed within three (3) months of that date, unless CPUC approves an extension in writing. Transition-Out activities shall begin no less than six (6) months prior to the Contract End Date, unless otherwise directed by CPUC.

Any work performed outside the period of performance, including work performed before the eƯective date of the Agreement or after the expiration or termination of the Agreement, is not eligible for payment.

1.5 Key StaƯ and Contractor StaƯing Requirements

The Contractor shall assign qualified personnel with the expertise necessary to perform the work described in this Agreement. Individuals designated as Key StaƯ are critical to Contract success and may not be replaced without CPUC approval. Key StaƯ must meet the California availability and in-state performance requirements described in Section 1.2.4, must be assigned and available to perform the oversight responsibilities required under this Agreement and may not simultaneously perform operational work for any CA Connect Vendor Partner. Key StaƯ shall be accountable for meeting the service levels, deliverable requirements, and documentation standards defined in this Agreement.

1.5.1 Roles and Responsibilities of Key StaƯ

The Contractor shall assign qualified personnel to the Key StaƯ positions identified in this Agreement. Each Key StaƯ position must carry defined functional responsibilities to support Contract Oversight Management services. These role descriptions establish accountability for oversight functions and do not create an employment relationship between CPUC and Contractor personnel.

All Key StaƯ perform services at an independent contractor capacity. Nothing in this section authorizes Key StaƯ to act on behalf of CPUC, direct Vendor Partner operations, or exercise authority reserved to CPUC.

Key StaƯ must include the following roles:

1. Program Oversight Director

Role Purpose The Program Oversight Director is responsible for overall coordination and execution of Contract Oversight Management services across all CA Connect Vendor Partner agreements. This position serves as the Contractor’s primary point of contact with CPUC for oversight matters and is accountable for ensuring that oversight activities are performed in accordance with this Agreement.

Core Responsibilities

Provides leadership and coordination for oversight activities across all Vendor Partner workstreams.

Ensures that deliverable validation, financial oversight, and reporting functions are integrated and consistent.

Serves as the escalation point for contractual risks, systemic compliance concerns, and cross-vendor coordination issues.

Leads Quarterly Executive Oversight Meetings and prepares executive-level oversight briefings for CPUC.

Ensures that oversight activities maintain independence from Program operations and comply with eligibility and conflict-of-interest restrictions.

Oversees preparation of Monthly Oversight Reports and ensures that findings are supported by documented evidence.

Authority and Limitations

May provide recommendations, observations, and options to CPUC regarding Program risks, trends, and oversight findings.

May not approve deliverables, authorize payments, direct Vendor Partners, modify Program policy, or make binding decisions on behalf of CPUC.

Primary Interfaces

CPUC Contract Representative and Program leadership.

Vendor Partner executive representatives for clarification and escalation related to oversight findings, documentation, deliverables, invoicing, and contractual compliance status.

Advisory Committees for formal oversight status reporting.

2. Financial Oversight Lead

Role Purpose The Financial Oversight Lead is responsible for independent validation of financial documentation and budget monitoring activities to support CPUC’s fiscal oversight of the CA Connect Program.

Core Responsibilities

Reviews Vendor Partner invoices for completeness, accuracy, and compliance with contract requirements.

Prepares, reconciles, and submits CA Connect Advance Account voucher packets and supporting documentation in accordance with Section 2.4.4, while maintaining required internal financial controls.

Maintains budget tracking logs and monitors spending trends against approved allocations.

Identifies financial risks, anomalies, and recurring deficiencies in financial submissions.

Prepares Invoice and Financial Validation Summaries and related financial oversight documentation for CPUC.

Supports audit readiness and coordination related to financial and inventory oversight activities.

Authority and Limitations

May recommend whether financial submissions are ready for CPUC review.

May not approve payments, authorize expenditures, or independently enter financial approval transactions into State systems.

Primary Interfaces CPUC fiscal and contract administration staƯ for purposes of coordination and information exchange related to financial oversight activities.

Vendor Partners for clarification of submitted financial documentation.

Independent auditors engaged by CPUC for financial or inventory audit activities, limited to coordination and provision of documentation.

3. Reporting and Data Validation Lead

Role Purpose The Reporting and Data Validation Lead is responsible for ensuring that oversight reporting, dashboards, and performance metrics are accurate, traceable, and aligned with contractual and Program requirements.

Core Responsibilities

Defines reporting requirements and data elements needed for Contract Oversight Management.

Validates data received from Vendor Partners for accuracy, completeness, and internal consistency.

Performs quality assurance reviews of dashboards and automated reports.

Identifies reporting gaps, inconsistencies, and trends that may aƯect Program oversight.

Prepares written findings and recommendations related to reporting quality for

CPUC.

Supports coordination with the ERP Vendor Partner from an oversight and validation perspective.

Authority and Limitations

May recommend reporting standards, validation methods, and data definitions.

May not configure systems, develop IT solutions, modify source data, or certify oƯicial State records.

Primary Interfaces

CPUC reporting, analytics, and oversight staƯ.

ERP Vendor Partner for clarification of reporting outputs and data sources.

Program Oversight Director for alignment of executive reporting.

General Provisions Applicable to All Key StaƯ

All Key StaƯ perform services as employees or agents of the Contractor and not as employees of the State.

Nothing in this Agreement creates a supervisory relationship between CPUC and Contractor personnel.

Key StaƯ may communicate findings, recommendations, and clarification requests but may not direct Vendor Partner operations or represent that they speak on behalf of CPUC.

All final authority for Program policy, contract enforcement, deliverable acceptance, and payment approval remains with CPUC.

1.5.2 Key StaƯ Positions

To support oversight of CA Connect Program service agreements, excluding Memoranda of Understanding (MOUs) and grant agreements, unless otherwise directed by CPUC, the Contractor may assign up to one (1) support oversight personnel per Vendor Partner service agreement. The total number of support oversight personnel shall not exceed six (6) without prior written approval from CPUC.

The Contractor shall assign the following three (3) individuals as Key StaƯ for this Agreement.

Each Key StaƯ role shall have one designated primary individual, subject to approved temporary coverage and substitution requirements.

Required Key StaƯ Role Minimum Number Required

Description of Role

Program Oversight Director (Key StaƯ)

1 Serves as primary point of contact to CPUC. Accountable for oversight across all Vendor Partners, escalation, and alignment with Contract requirements.

Financial Oversight Lead (Key StaƯ)

1 Responsible for invoice and reimbursement review, CA Connect Advance Account voucher packet preparation, reconciliation, and submission, and budget tracking.

Reporting and Data Validation Lead (Key StaƯ)

1 Responsible for reporting requirements, dashboard/data validation, performance metric tracking, and quality assurance.

Total required Key StaƯ = three (3) individuals.

The Contractor shall not assign more than nine (9) billable personnel (Key StaƯ plus support personnel combined) to this Agreement without prior written approval from CPUC.

CPUC does not require the Contractor to assign the maximum personnel. StaƯing must be commensurate with oversight workload and may be scaled down as appropriate.

Personnel who do not materially contribute to oversight or monitoring activities may not attend meetings or charge time to this Agreement.

All Key StaƯ identified for the project must be assigned and available prior to cutover as described in Section 2.6.1 Transition-In Activities and Documentation.

All proposed Key StaƯ must be reviewed and approved by CPUC prior to the start of work.

CPUC may request interviews, additional documentation, or clarification of experience before granting approval. The Contractor shall not assign or substitute any individual into a Key StaƯ role without prior written approval from CPUC.

Only Key StaƯ and CPUC-approved support oversight personnel assigned under this Agreement may engage directly with CPUC staƯ, Program leadership, Vendor Partners, or Advisory Committees regarding oversight activities except for purely administrative/logistical support functions that do not involve oversight analysis, recommendations, or decision discussions. Contractor personnel who are not designated as Key StaƯ or approved support personnel shall not participate in meetings, communications, or decision discussions with CPUC or Vendor Partners unless expressly authorized in writing by CPUC.

All Key StaƯ shall meet the Minimum Qualifications and possess the required expertise identified in Section 1.2.2, Minimum and Desirable Qualifications.

1.5.3 Right-Sized StaƯing Model

The intent of this Agreement is targeted contract oversight, not project management layering or operational program management. The Contractor shall assign staƯing appropriate to perform the oversight responsibilities of this Agreement eƯiciently and eƯectively.

StaƯing models shall align with the oversight functions described in this Agreement and shall not introduce unnecessary layers of program management or operational management responsibilities inconsistent with the Contractor’s defined role.

• Three (3) Key StaƯ are required

• Up to one (1) support oversight personnel may be assigned per Vendor Partner service agreement, not to exceed six (6) support personnel

• Maximum billable personnel under this Agreement = nine (9)

The Contractor shall not assign personnel who do not materially contribute to oversight, reporting, financial validation, or deliverables. CPUC will not pay for internal Contractor supervision, administrative overhead, or training unrelated to Program oversight.

The Contractor shall not propose or assign individuals whose role is limited solely to administrative coordination unrelated to substantive oversight.

1.5.4 Qualifications and Experience

The Contractor shall ensure that all personnel assigned to this Agreement possess the qualifications, experience, and professional competency necessary to perform the oversight responsibilities described in this Statement of Work.

Personnel assigned to this Agreement shall have:

Experience providing program, contract, operational, or performance oversight, not only administrative or project coordination functions.

Experience working in environments that require independent analysis, objective findings, and professional judgment.

Experience communicating with executives, governance bodies, or regulatory entities using concise written and verbal status reporting.

Contractor personnel must be able to:

Review contract deliverables and Vendor Partner reporting for accuracy, completeness, and alignment with contract requirements.

Identify issues or gaps, document findings, and communicate those findings without directing Vendor Partners how to perform the work.

Produce clear written documentation, including meeting notes, status updates, corrective action tracking, and deliverable review comments.

Deliverable review comments and oversight findings shall focus on substantive compliance, performance, and documentation completeness and shall avoid non-substantive or purely stylistic commentary.

Assignments under this Agreement are expected to be performed by individuals who possess the qualifications and experience necessary to perform the oversight responsibilities described in this Agreement. CPUC will provide Transition-In activities and Program orientation but will not provide training in general contract oversight principles, professional competencies, or subject-matter fundamentals expected of qualified Contractor personnel.

Personnel who do not meet these requirements may be rejected by CPUC and must be replaced in accordance with Exhibit F.

Personnel may not simultaneously perform oversight for CPUC and operational services under any CA Connect Vendor Partner agreement.

1.6 Amendments and Optional Contract Extensions

This Agreement may be amended to extend the period of performance for up to two (2) additional years in the aggregate, at the same hourly rates and cost structure identified in the Cost Sheet. The period of any individual extension shall be determined by CPUC based on Program needs and documented through a contract amendment. CPUC may exercise the option to extend the Agreement if it is determined to be in the best interest of the Program and both the CPUC and the Contractor agree to the extension.

All amendments must be documented through a formal contract amendment. No amendment, change in scope, adjustment to rates, or extension of time is valid unless it is made in writing, signed by both parties, and approved by the Department of General Services (DGS), when required.

The Contractor shall not perform work outside the scope of this Agreement without prior written authorization from CPUC. Any work performed without such authorization shall be at the Contractor’s sole expense.

1.7 Contract Representatives

The Contract Representatives during the term of this Agreement are:

State Agency: California Public Utilities Commission (CPUC)

Contractor: TBD

Section/Unit: California Connect Section/Unit:

Name: Karen Luong Name:

Phone: (916) 210-1824 Phone:

E-mail: Karen.Luong@cpuc.ca.gov E-mail:

Direct all administrative and contractual inquiries to:

State Agency: California Public Utilities Commission (CPUC)

Contractor: TBD

Section/Unit: Contract Services Section/Unit:

Name: Kellie Harris Name:

Phone: (916) 894-5821 Phone:

E-mail: Kellie.Harris@cpuc.ca.gov E-mail:

Role of Contract Representatives

The CPUC Contract Representative manages all contractual obligations associated with this Agreement and is the only individual authorized to approve changes to the scope, deliverables, costs, staƯing, or timelines.

The CPUC Contract Administrator manages administrative activities such as invoice processing, contract file management, and coordination of amendments.

Routine coordination and oversight communication may occur between designated

CPUC staƯ and the Contractor consistent with this Agreement; however, only the CPUC Contract Representative may authorize contractual changes or binding direction that alters the Contractor’s scope or obligations.

The Contractor Program Oversight Director (Key StaƯ) acts as the primary Contractor point of contact for oversight execution and is responsible for oversight execution, coordination of Contractor resources, issue resolution, and escalation.

The Contractor Program Oversight Director is responsible for timely escalation of issues, risks, or unresolved matters requiring CPUC decision or direction.

The Contractor shall notify CPUC in writing within five (5) business days if any designated Contract Representative changes. No changes to Key StaƯ may occur without CPUC approval per Exhibit F. Only the CPUC Contract Representative may provide written authorization to proceed on matters aƯecting scope, schedule, staƯing, or cost.

2. CONTRACTOR RESPONSIBILITIES

The Contractor is responsible for performing Contract Oversight Management services for the CA Connect Program. The Contractor will review Vendor Partner documentation, validate that required information has been submitted, and identify when clarification or additional detail is needed. The Contractor documents observations, provides recommendations to CPUC, and prepares its own work products that reflect the results of oversight activities. The Contractor is accountable for the quality, completeness, and accuracy of its oversight analyses, documentation, and recommendations provided to

CPUC.

The Contractor shall perform these services from a contract oversight perspective focused on compliance, validation, risk identification, and decision support, and shall not expand its role into operational management of Vendor Partners or day-to-day program execution.

The Contractor shall perform oversight objectively and shall not represent to Vendor Partners, stakeholders, or the public that it speaks on behalf of CPUC.

2.1 Stakeholder Communications

The Contractor may communicate with CPUC, Vendor Partners, advisory committees, or stakeholders as needed to perform oversight activities. All communications must remain factual and based on documentation. The Contractor shall not speak on behalf of CPUC, communicate policy, or direct Vendor Partner activities.

2.1.1 CPUC

The Contractor will maintain ongoing communication with CPUC staƯ regarding the status of Vendor Partner deliverables, documentation, reporting, and identified issues or risks.

Under the current Program workflow, Vendor Partner deliverables may be submitted through a CPUC-approved intake mechanism designated for oversight review. Use of any Contractor-managed submission tool is solely for administrative intake and document tracking purposes and does not constitute approval, acceptance, or a Contractor-controlled approval gate.

If deficiencies or missing information are identified during oversight review, the Contractor may communicate documented clarification requests to the applicable Vendor Partner, with CPUC visibility, limited to identifying the relevant contractual requirement, the missing or inconsistent information, and the documentation needed to complete the review. Such communications shall not direct Vendor Partner operational performance or establish new requirements beyond existing contractual obligations.

To promote transparency, eƯicient issue resolution, and productive working coordination, oversight observations, clarification requests, and documentation deficiencies communicated to Vendor Partners shall be factual, documented, and shared consistently with CPUC. The Contractor shall not maintain separate undocumented working positions with Vendor Partners regarding oversight matters.