ESBD_515552_1780403398341_Addendum 1 - RFP 473-26-000005 for posting.pdf

ADDENDUM 1

TO RFP 473-26-00005

REQUEST FOR PROPOSALS FOR THE MANAGEMENT AND DISTRIBUTION

OF CUSTOMER UTILITY REFUND CHECKS

RESPONSES TO QUESTIONS RECEIVED

1. Data:

a) How old is the contact information associated with the refunds? What is the relevant timeframe associated with the refunds (e.g. does it go back to 2020, or before)?

Response: The contact information provided by the utility is expected to be current.

The timeframe associated with the refund(s) will be current.

b) The minimum data elements needed to mail a letter check would be as follows:

o Customer account name(s) to receive payment o Customer mailing address o Service Address o Type of Refund – Utility Deposit Refund or Other Utility Refund o Refund amount

Response: The information stated above will be provided to the selected vendor.

2. Check Processing:

a) Any idea as to the total population number of estimated checks for all 2 – 3 distributions?

Response: No, the size of each distribution will vary.

b) What is the payment amount range and average of payments that will be returned?

Response: Individual payment amounts will vary; however, checks have generally ranged from $50 - $300 each in past distributions.

c) Our typical process is to trace and reissue payments that are undeliverable. Please confirm that you do not want to attempt to locate and reissue payments.

Response: The selected vendor will not be required to locate recipients for undeliverable payments. Payments returned with a valid forwarding address should be reissued. Additionally, payments may be reissued upon verification when requested by the recipient.

3. Toll-Free Telephone Number:

a) For phone support, for a case of this nature, we would typically provide live support for 30 days after mailing and then have a voicemail IVR option available 24/7 using pre-approved and recorded Frequently Asked Questions (“FAQs”), and will be available through the end of the project. Customers would be able to leave a call back request. For the live support period of 30 days after checks are mailed, we will staff live support using a shared services model during business hours of 8:00 am through 5:00 pm CST Monday through Friday. Please confirm this will be appropriate.

Response: Proposers should submit proposals that meet the required tasks identified in the Statement of Work in the RFP. A Proposer’s individualized processes may be described in its submitted proposal for PUCT consideration.

b) How active is the customer base? Have there been a lot of complaints? This helps to understand for planning purposes and for us to gauge call center volume.

Response: The PUCT has not tracked this information.

4. Bank Account and Account Reconciliation:

a) For our accounts, there is a full reconciliation provided by the bank and we then provide an additional reconciliation. The banking process is typically not available with in the 10 days so we are unable to meet the requirement for “Submitting a monthly bank statement and account reconciliation report to the PUCT no later than 10 business days after the last day of the month covered by the bank statement.” Will submitting the reconciliation within the subsequent month be acceptable?

Response: Proposers should submit proposals that meet the required tasks identified in the Statement of Work in the RFP. A Proposer’s individualized processes may be described in its submitted proposal for PUCT consideration.

b) What irrevocable language is needed in the letter? “Presenting the PUCT with an irrevocable letter of credit each time a distribution of refunds is ordered totaling the amount of distribution of refunds to be held until the refund period is completed. The PUCT will inform the Contractor of the required amount for the letter of credit within a reasonable time before the letter of credit is required.”

Response: Proposers should submit proposals that meet the required tasks identified in the Statement of Work in the RFP. A Proposer’s individualized processes may be described in its submitted proposal for PUCT consideration.

5. Contractor Compensation:

a) Under Section III, it indicates payments as “Upon approval of the initial distribution invoice, the PUCT will authorize payment for 50% of the contracted fee amount. Once all the funds are distributed, including remittance of any unclaimed property to the State of Texas Comptroller of Public Accounts, the Contractor must provide a final invoice to the PUCT.

Upon approval of the final invoice, the PUCT will authorize payment for the remaining 50% of the contracted fee amount.” Will costs for check printing, postage, and other expenses be payable upon completion of the check or will the contractor have to carry expenses until the remittance to unclaimed property, up to 3 years after distribution?

Response: As stated in the Statement of Work in the RFP, after the Contractor completes the initial distribution of authorized refund checks, the Contractor must provide an invoice to the PUCT requesting payment for 50% of the contracted fee amount. Upon approval of the initial distribution invoice, the PUCT will authorize payment for 50% of the contracted fee amount. Once all the funds are distributed, including remittance of any unclaimed property to the State of Texas Comptroller of Public Accounts, the Contractor must provide a final invoice to the PUCT. Upon approval of the final invoice, the PUCT will authorize payment for the remaining 50% of the contracted fee amount.