EXHIBIT A: STATEMENT OF WORK

Request For Proposal (RFP)

23NS0710

PART 2 – BIDDER RESPONSE

FOR

CAC Equipment Processing Center (EPC)

March 20, 2026

Issued by:

STATE OF CALIFORNIA

California Public Utilities Commission

505 Van Ness Avenue, San Francisco, CA 94102

Part 1 of the solicitation contains the Bidder and bidding instructions, proposal form instructions, solution requirements and instructions, and all other instructional/compliance information that the Bidder must meet in order to be considered responsive and responsible to the solicitation.

Part 2 of the solicitation contains all forms a Bidder must complete and return with its proposal, including administrative forms, qualification forms, requirement responses and all exhibits/attachments discussed in Part 1.

Disclaimer: The original PDF version and any subsequent solicitation addenda released by the Procurement Officer of this solicitation remain the official version. In the event of any inconsistency between the Bidder’s versions, articles, attachments, specifications or provisions, the official State version of the solicitation in its entirety shall take precedence.

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STATEMENT OF WORK

1. Introduction

This Statement of Work (SOW) and all associated Exhibits/Attachments/etc. (hereinafter referred to as the "Contract") describes the services to be provided by the awardee, hereinafter referred to as the “Contractor”. The Contractor agrees to provide the California Public Utilities Commission, (herein after referred to interchangeable as the “State” or “CPUC”) Equipment Processing Center (EPC) Services as described herein. The Contractor will be responsible for Contact Center operations and Warehouse & Inventory Management, supporting seamless interaction between consumers, field representatives, and program stakeholders to ensure excellent customer service and efficient provision of goods and services to eligible consumers.

This engagement consists of services which must be completed in accordance with this Contract. All services rendered under the Contract are based on fixed monthly rates. The Contractor is responsible for completing all tasks, work products, and all services as detailed in the Contract at the costs provided in

EXHIBIT D: COST WORKBOOK.

"Contractor" refers to the firm that shall provide the staffing to perform the services. "Consultant(s)" refers to the Contractor's staff who will perform the services. The term "Contract" or “Agreement” will be used interchangeably throughout the documents.

1.1. Background and Purpose

Under this Contract, the Contractor shall provide business process services to support the California Connect (CAC)’s Contact Center and Equipment & Inventory Management operations. Services will focus on:

◦ Efficient call center management for customer inquiries and troubleshooting.

◦ Inventory control and distribution of telecommunications equipment & services.

◦ Accurate performance reporting to CPUC and the Primary Program Contract Administrator

(PPCA).

◦ Operational coordination with the new Enterprise Resource Planning (ERP) Contractor

(Separate IT procurement managing finance, CRM, inventory, and compliance platforms), ensuring smooth business workflows.

◦ Compliance with all program regulations while enhancing service quality.

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The Contractor shall provide the following services:

A. Contact Center Operations The Contractor will operate a Contact Center with toll-free numbers, providing multiple access methods and language support to ensure equitable communication for all eligible users. Core activities include:

◦ Inbound Call Support: Assisting consumers with general inquiries, application, evaluation, training, equipment and services-related inquiries, including technical support, return merchandise authorization (RMA), and shipment status updates.

◦ Outbound Call Management: Coordinating proactive communication with consumers about service and equipment updates, delivery notifications, and arranging on-site support with Field Operation Specialists.

◦ System Integration Support: Leveraging TTY Call Management, Smart Mailing & Shipping solution, cloud-based online fax solution, and Video Call Support to enhance operational efficiency.

Exclusions:

◦ Functions managed via ACD/IVR capabilities are excluded, as these now fall under the ERP Contract. The EPC Contact Center scope is limited to equipment-related consumer interactions.

B. Equipment and Inventory Management

The Contractor will oversee warehouse operations to manage the inventory of program devices, from procurement, storage, distribution, shipping and returns and replacements. Key responsibilities include:

◦ Managing program inventory, including telecommunication and communication devices and assistive technology devices.

◦ Implementing barcode-based asset tagging for real-time inventory tracking and reporting.

◦ Ensuring data synchronization with the ERP system for accurate device lifecycle updates, including warranty and end-of-life status.

◦ Supporting Field Operation Specialists in device and services distribution and maintenance in remote areas.

◦ Generating inventory and operational reports for compliance with CPUC and audit requirements.

◦ Maintaining adherence to regulatory standards such as the State Administrative Manual

(SAM) and PUC Section 2881.

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Exclusions:

The Contractor will not manage the ERP platform, whether Microsoft Dynamics 365 (MBD/D365) or an alternate solution, or associated digital platforms, as these responsibilities have transitioned to the new ERP Contractor (Separate IT procurement managing finance, CRM, inventory, and compliance platforms).

The following work packages are explicitly excluded from this Contract:

1. Infrastructure Management and Optimization: Any tasks related to ERP platform infrastructure optimization and program-wide system integrations are excluded and will be handled under the separate ERP Contract.

2. System Integration: The real-time integration between the Warehouse Management System (WMS) and the ERP platform is not part of this Contract and will be addressed in the ERP Contract.

3. Financial Management System: All financial management and reporting within the ERP platform will be managed through the ERP Contract.

C. System Management and Data Ownership:

Unless stated otherwise, the Contractor shall possess the rights to select, own, operate, and manage any systems necessary for delivering the services detailed in this document. Authorized staff from the CPUC will be granted access to these systems as specified herein. Furthermore, the CPUC will retain ownership of any data pertaining to delivering the services outlined in this document. The key staffing requirements of the Contractor and the project deliverables referenced herein are exclusively tied to the implementation of any vendor systems required to provide the specified services.

2. Description of Proposed New System or Service

The Equipment Processing Center (EPC) provides operational services supporting California Connect (CAC) program devices through: (1) Contact Center Operations and (2) Warehouse and Inventory Management. The current EPC contract also includes CRM (Microsoft Dynamics 365) hosting/ maintenance.

The current EPC Contract consists of the following work packages:

• Contact Center Operations: Customer support services for CAC program devices.

• Warehouse and Inventory Management: Warehouse operations and inventory management for

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CAC program devices.

• CRM / Microsoft Dynamics 365: Hosting and maintaining the CRM platform supporting customer records/workflows and reporting.

The proposed new EPC contract will provide the following work packages:

• Contact Center Operations: Continued customer support services for CAC program devices.

• Warehouse and Inventory Management: Continued warehouse and inventory services for CAC program devices.

• Removed from EPC Scope: CRM (Microsoft Dynamics 365) and ERP platform functions will be addressed under a separate ERP contract and are not included in this contract.

The following are required of the Contractor for the EPC services, if applicable:

• Project design/development/integration: This procurement is primarily for operational service delivery (Contact Center + Warehouse/Inventory). The State is not procuring a new enterprise system under EPC. The Contractor shall coordinate operational workflows with the separate ERP contractor as required by this Contract.

• Commercially available hardware: Not specified for State purchase under this contract.

• COTS software: No COTS application platform is being procured by the State under this contract.

• Custom-developed software: Not required under this contract.

3. Term of Contract

Effective upon approval of CDT, Office of Statewide Technology Procurement (OSTP), the base term of the Contract is two (2) years.

The State, at its sole discretion, may exercise its option to execute three (3), one-year extensions to perform the EPC services for a maximum Contract term of five (5) years (includes Base Contract term plus all optional extensions) at the originally agreed-upon rates specified in this Agreement.

The Contractor shall not be authorized to deliver goods or commence performance of services described in this Agreement prior to the effective date. Any delivery of goods or performance of services by the Contractor that is commenced prior to the effective date shall be at no cost to the State.

The State is not obligated to use any or all of these options. The Agreement is of no effect unless approved by CDT and no work shall begin before full execution of the Agreement.

4. Amendment

The Agreement may be amended, consistent with the terms and conditions of the Agreement, and by mutual consent of both parties, subject to approval by the CDT Office of Statewide Technology

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Procurement under Public Contract Code (PCC) Section 6611. No amendment or variation of the terms of this Agreement shall be valid unless made in writing, signed by the parties, and approved by oversight agencies if required. No oral understanding not incorporated in the Agreement is binding on any of the parties.

5. Location and Availability

The Contractor is required to operate the Contact Center from a centralized, physical call center facility within California. Remote work Contact Center staff may only be permitted upon review and written approval by CPUC, ensuring continued compliance with service quality, security, confidentiality, and privacy standards. The Contractor may also be required to attend meetings with CPUC staff or other stakeholders. Meetings shall be in-person except otherwise approved to be held using State-approved remote conferencing tools as determined by the CPUC Contract Manager. Refer to SECTION 10.

Contractor’s Roles and Responsibilities for additional program requirements. The Contractor’s staff must be fully dedicated to this contract unless otherwise approved by the CPUC Contract Manager or their designated representative.

EPC Site and Contact Center Facilities

The Contractor shall operate a centralized Contact Center facility located within the State of California.

The facility must be equipped to support live call handling, case tracking, service referral, and related functions necessary to fulfill the program's operational and regulatory requirements.

The Contractor shall operate from designated CPUC-approved facilities, ensuring:

• Fully staffed Contact Center operations during standard business hours.

• Warehouse Distribution Center physically located within California for inventory processing and shipments.

• Secure storage areas for telecommunications equipment and accessories.

• Service Availability and Operating Hours

• Contractor Contact Center Hours: Monday–Friday, 8:00 AM – 5:00 PM PT.

• Warehouse Operations: Monday–Friday, 7:00 AM – 4:00 PM PT.

• Disaster-related & Emergency calls: 24 / 7 / 365.

• After-Hours Support: Limited to urgent service escalations.

• Maintain secure infrastructure to protect Personally Identifiable Information (PII) and comply with all applicable CPUC privacy and data handling standards.

• Ensure reliable connectivity and uptime for telephony, email, and web-based support channels.

• Include call monitoring tools and supervisor stations to ensure service quality, compliance and training.

• Be accessible for periodic site inspections or audits by CPUC or its designees.

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PROJECT/PROGRAM CONTRACT REPRESENTATIVES

State Department: California Public Utilities Commission

Contractor: TBD

Name: Name:

Title: Contract Manager Title: Project Manager

• Staffing and workflow continuity to maintain uninterrupted service.

The Contact Center facility, if accessed by staff or visitors, must comply with applicable accessibility laws, including the Americans with Disability Act (ADA) and Section 508 standards and CPUC program accessibility standards.

This schedule excludes official State of California holidays as outlined by the California Department of Human Resources (CalHR). Meetings and deliverables must adhere to this operational period.

Source: California State Holidays

Transition Period (if applicable) Location Requirements

During the Transition-In period (if applicable), the Contractor shall collaborate with the current PPCA contractor. Following the successful completion of the Transition-In phase, key staff and other personnel may continue to support the contract remotely unless a physical presence is required to fulfill specific contract obligations.

6. Contract Representatives

All notices required by, or relating to, this Contract shall be in writing and shall be sent to the parties of the Contract at the address set below unless changed from time to time, in which event each party shall so notify the other in writing, and all such notices shall be deemed duly given if e-mailed and directed to the addresses then prevailing. All inquiries during the term of this Contract will be directed to the contract representatives listed below. Contract representatives may be changed by written notice without amending this Contract.

The California Public Utilities Commission contract representatives during the term of this contract will be:

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PROJECT/PROGRAM CONTRACT REPRESENTATIVES

Telephone Number:

Telephone Number:

E-mail Address: E-mail Address:

Direct all contract inquiries to:

CONTRACT REPRESENTATIVES FOR INQUIRIES

State Department: California Public Utilities Commission

Contractor: TBD

Name: Name:

Title: Contract Administrator Title:

Telephone Number: Telephone Number:

E-mail Address: E-mail Address:

7. Solution Requirements

Refer to EXHIBIT B: DELIVERABLES AND MILESTONES TABLE for the solution requirements of this Contract.

8. State Data Center or Contractor Hosted Facility Environment

The Contractor must ensure that the physical location of its data center, where the data is stored, is within the continental United States, and remote access to State data from outside the continental United States is prohibited unless approved in advance by the State Chief Information Security Officer, if applicable.

9. State’s Roles and Responsibilities

A. The CPUC shall designate a CPUC Contract Manager to whom all Contractor communication may be addressed, and who has the authority to act on all aspects of the services. This person will review the Contract and associated documents with the Contractor to ensure understanding of the

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B. The CPUC is responsible for providing the Contractor with access to departmental functional subject matter experts, stakeholders, and IT staff for interviews and meetings, as needed.

C. The CPUC shall provide a short-term workspace to the Contractor, if determined necessary by the

CPUC.

D. At CPUC's sole discretion, CPUC shall provide the Contractor with access to materials and documentation related to this engagement.

E. The CPUC will provide timely review and decisions concerning approval of the information and documents provided by the Contractor to perform its obligations under this Contract.

10. Contractor’s Roles and Responsibilities

A. EXHIBIT B: DELIVERABLES AND MILESTONES TABLE provides the detailed deliverable requirements for the Contractor responsibilities described in this section. For ease of reference, EXHIBIT B: DELIVERABLES AND MILESTONES TABLE may be used as the ordered checklist for requirements. The Contractor shall comply with both this section and EXHIBIT B:

DELIVERABLES AND MILESTONES TABLE.

B. The Contractor will work under the direction of the CPUC Contract Manager and will be accountable to the CPUC Contract Manager for performing work in accordance with scope, schedule, budget, and quality standards (solution must provide services agreed upon in the Contract).

C. The Contractor shall designate a primary contact person to whom all Project communications may be addressed and who has the authority to act on all aspects of the services.

D. A Deliverable Expectation Document (DED) is required for each deliverable. A template for the DED is provided in ATTACHMENT 22: DELIVERABLE EXPECTATION DOCUMENT. The Contractor will develop the DED with the CPUC Contract Manager.

E. All work products and deliverables shall be stored on the CPUC document repository (i.e., Content Server, SharePoint, code repositories) in a format compatible with CPUC document standards.

The most current version of all work products and deliverables shall always be available for CPUC review. CPUC shall provide access to the CPUC document repository for authorized Contractor personnel, per SECTION 9. State’s Roles and Responsibilities.

F. Prior to expiration of the Contract, the Contractor shall return all State property, including security badges to the CPUC Contract Manager.

G. Contractor remote work may be proposed, subject to CPUC approval and the final Contract.

Access to the CPUC network will be available remotely through a Virtual Desktop Infrastructure (VDI) account. CPUC reserves the right to reassess remote work arrangements if timely completion of deliverables becomes an issue. For Contact Center operations, the Contractor shall comply with the physical facility and location requirements in SECTION 5. Location and Availability

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(including any CPUC approval requirements for remote staffing). The Contractor shall collaborate with the CPUC throughout the contract term to ensure alignment with program goals, timely issue resolution, and smooth coordination of all operational activities.

The Contractor is responsible for acting as the California Connect (CAC) Equipment Processing Center (EPC) Vendor Partner for CPUC. The Contractor’s Program Director or an authorized designee will be the primary recipient of all project communications and must have the authority to act on all aspects of the EPC service. This responsibility includes the following key areas of operation:

A. Contact Center Operations

The Contractor will manage all aspects of the Contact Center, focusing on general inquiries, evaluation and assessment, technical support for services and equipment and customer communications, including the functions below. For the ordered requirements, see EXHIBIT B: DELIVERABLES AND MILESTONES TABLE (Task IDs 8.1 - 8.35):

1. Inbound Call Management

◦ Addressing specific inquiries such as:

▪ Application and application status inquiries.

▪ Conducting thorough evaluation to assess customers’ needs.

▪ Providing consumer guidance/instruction on the use, basic setup, and troubleshooting of program-issued equipment and related services during customer support interactions (leveraging the Knowledge Base and CAC testing and training materials, as applicable).

▪ Providing service and device support and troubleshooting.

▪ Processing replacement requests.

▪ Providing shipment and delivery status updates for program devices.

2. Outbound Call Management

◦ Managing proactive customer communications, including:

▪ Updates on consumer account information

▪ Provide additional evaluation and/or refresher training when the need is identified by the Contractor and/or when directed by the CPUC Contract Manager or their designee.

▪ Follow-ups on usage of services and equipment

▪ Follow-ups on status of work orders and tickets.

▪ Provide updates regarding device delivery or collection.

▪ Coordination with Field Operations Specialists for on-site support.

3. Call Reporting and Analytics

◦ Generating and submitting to the CPUC reports on services and equipment-related calls, State of California California Public Utilities Commission

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▪ Application received, processing times, status and outcomes.

▪ Call volume by call type (audio, video or text), and purpose of call by specific category.

▪ Top ten issues reported by consumers.

▪ Performance metrics, including Average Speed of Answer (ASA), call duration, response and resolution times.

◦ Logging and tracking all call data in ERP platform to align with program-wide reporting standards.

◦ Analyzing call data to identify trends in device issues and provide specific actionable insights to the CPUC.

◦ Ensuring SLA compliance for call handling and response times.

4. Customer Data Handling

◦ Ensuring accurate logging of all customer data related to service and equipment inquiries in the ERP platform.

◦ Maintaining compliance with Contract confidentiality, recordkeeping, and audit/inspection requirements, and providing records and supporting documentation to CPUC as required for oversight and examination/audit purposes (including CPUC authority under PUC Section 582).

◦ Limiting data handling to services and equipment-related information to remain within the Contractor’s scope.

5. Equipment & Inventory Management

◦ The Contractor will oversee the full lifecycle of program services and equipment, including:

• Receiving and Storage

▪ Managing incoming equipment deliveries.

▪ Storing devices and updating inventory records.

• Tracking and Lifecycle Management

▪ Utilizing asset tags for accurate tracking of devices from receiving to disposal using the warehouse management system.

• Equipment Disposal

• Disposing of end-of-life or defective equipment in compliance with the State

Administrative Manual (SAM) Sections 3520, 3520.9–3520.10, 5365.3, and 5902–5903, and associated property disposition/accounting requirements in SAM Sections 8633 and 8640–8642, as applicable.

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March 20, 2026 https://leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml?sectionNum=582&lawCode=PUC

Note: Technical integration (design/build/configuration/maintenance) between EPC tools/WMS and the ERP platform will be provisioned and managed under the separate ERP contract. Under this EPC contract, the Contractor shall support ERP integration through requirements coordination, testing/ validation support, and operational monitoring. All data integration between the inventory management system and the ERP platform will be managed under the ERP contract.

System Integration Responsibilities

• EPC Systems Integration with ERP platform

◦ Coordinate with CPUC and the ERP Contractor to define needed data exchanges, mappings, cadence (real-time vs. batch), and security for EPC-operated tools (e.g., NexTalk, Quadient, DropBox Fax) and EPC operational processes.

◦ Provide specifications and test samples as requested and participate in integration testing/ validation to confirm ERP records update accurately.

◦ Monitor data flow and quality for agreed transfers (e.g., document/communication intake metadata, shipping/return transactions, and equipment lifecycle status updates) and promptly report issues to CPUC and the ERP Contractor.

• Participation in ERP platform migration

◦ While the ERP Contractor is responsible for migrating the ERP platform from a contractor-owned domain to a state-owned domain, the Contractor shall:

▪ Participate with the CPUC and ERP contractor in joint planning sessions to ensure continuity during the migration.

▪ Validate EPC workflows and integrations post-migration with ERP contractor.

▪ Provide system-specific requirements or adjustments necessary for integration.

• Compliance and Accountability

◦ Maintaining accurate and up-to-date records in ERP platform to ensure compliance with

Contract audit/inspection and recordkeeping requirements, and providing records and supporting documentation to CPUC as required for oversight and examination/audit purposes (including CPUC authority under PUC Section 582:

https://leginfo.legislature.ca.gov/faces/ codes_displaySection.xhtml?sectionNum=582&lawCode=PUC).

◦ Ensuring timely integration of EPC systems with ERP platform, avoiding SLA breaches or penalties.

• Service Center Networks and Cameras

◦ Managing and maintaining the networks and security cameras at service centers to ensure operational continuity and adherence to program security standards.

▪ The CPUC does not require continuous/live monitoring access. Upon written request from the CPUC Contract Manager and/or CPUC Information Security

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Office (ISO) (or designee), the Contractor shall provide view-only access and/or relevant camera footage for oversight, audits, or incident response/investigations, subject to SECTION 17.2. CPUC INFORMATION SECURITY PROVISIONS confidentiality and need-to-know requirements.

C. General Responsibilities

The Contractor shall coordinate with CPUC, Contractors, Vendor Partners, Advisory Committees, and Users to perform the following tasks:

• Staffing and Key Staff Management.

• Project Management.

• CAC Customer Support & Equipment Processing.

• Transition Activities, if applicable.

• Compliance with CPUC policies, audit requirements, and SLA standards.

Policy and Decision-Making Authority:

All policy and discretionary decisions related to the CAC remain exclusively with the CPUC.

I. Project Management Requirements The Contractor Project Director, under the direction of the CPUC, will provide Project Management activities to manage and maintain the CAC EPC services. The Contractor must integrate the following project management requirements into the project management infrastructure.

• Project Management

• Schedule Management

• Risk and Issue Management

• Communication Management

• Document Management

• Quality Management

• Contractor/Subcontractor Management

• Contract Change Management

1. Deliverable 1 – Project Management

Project Management is an integral tool used by the CPUC to proactively keep abreast of the fast-paced challenges during the project. The framework in which the CPUC and the Contractor will manage the day-to-day activities is outlined in the Project Management Plan.

The Contractor shall develop and maintain comprehensive project management activities to ensure effective planning, implementation, and oversight of all EPC services as outlined in the Contract. Project

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Project Kickoff Task

As part of Deliverable 1, the Contractor shall organize and conduct a Project Kickoff Meeting within fifteen (15) State business days of contract execution to establish a shared understanding of project objectives, roles, responsibilities, and deliverables.

The Project Kickoff Meeting must include the following:

a. Purpose and Scope Alignment:

• Provide an overview of the contract scope, project timeline, deliverables, and success criteria.

• Define and align expectations for collaboration with CPUC, Vendor Partners, and Advisory

Committees.

b. Introduction to the Project Team:

• Present key personnel, their roles, and responsibilities.

• Establish lines of communication and escalation procedures.

c. Review of Initial Plans:

• Discuss the initial Project Management Plan draft, including stakeholders, timelines, milestones, and dependencies.

• Outline the Schedule Management Plan, Risk and Issue Management Plan, and the Communication Management Plan drafts.

d. Technology Integration Preparation:

• Confirm alignment of the EPC systems integration with ERP platform on the ERP platform, including data synchronization, reporting requirements, and security protocols.

e. Transition Activities:

• If applicable, align on Transition-In activities, roles, and collaboration requirements with the

Transition-Out Director for the current EPC contract and the Transition-In Director for the new ERP contract.

f. Kickoff Deliverable Submission:

• Submit a Kickoff Report within five (5) business days of the meeting, summarizing:

• Decisions made during the meeting.

• Key agreements and outstanding issues.

• Updates to the initial project plans based on CPUC feedback.

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2. Deliverable 2 – Schedule Management

Schedule management is critical to the successful completion of a project. The CPUC requires the Contractor to transparently develop and manage the schedule, and to consistently meet Project milestones.

Schedule management includes but is not limited to:

• Approach, processes, and procedures to manage the schedule

• Schedule Management Plan

• Master Work Plan

3. Deliverable 3 – Risk and Issue Management

The Risk and Issue Management Plan documents the recognition, analysis, planning, monitoring, and control of events that, should they occur, may result in a negative impact to project objectives. The Plan also supports the Contractor’s efforts to ensure that any matter impacting the project, program processes, or System is considered, resolved, or addressed in a closed-loop process. The Plan describes how risk and issue management will be structured and performed on the project.

4. Deliverable 4 – Communication Management

The CPUC places a high value and strong emphasis on timely, useful, and effective communications. The CPUC believes effective communication and transparency to the CPUC, advisory committees, and other stakeholders are key factors in achieving success. The Contractor is expected to employ an approach to communication that is open, accurate, direct, and in the best interest of the CAC and the CPUC.

The EPC Contractor must implement structured, efficient communication protocols and methods to ensure that all CAC Contractors, Vendor Partners and Advisory Committee members are informed of Project decisions, issues, risks, and statuses and that responsibility for dependencies, instructions, and touchpoints are understood by all parties.

Quarterly Meetings

The Contractor shall schedule and conduct all quarterly meetings with the Primary Program and Contract Administrator (PPCA) and CPUC to review monthly reports and provide status project updates. These meetings are essential for maintaining alignment, reviewing progress, and addressing any challenges related to the project.

• The Contractor’s Program Director (and Transition Director during Transition periods, if applicable)

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i. Communication Management Plan

The Communication Management Plan defines the framework for project information exchange in the form of timely, two-way communications among all Vendor Partners, Contractors, Advisory Committees, Customers, and the CPUC. The activities defined within the plan are focused to clarify expectations, build acceptance and commitment, and obtain active, effective participation to ensure adequate input, feedback, and problem resolution. The plan defines general communication types, roles and responsibilities, and formal communication requirements, which include frequency, audience, content, and media.

ii. Monthly Project Status Reports

The Contractor shall participate in CAC Vendor Partner meetings held by the CPUC and the PPCA no less than monthly to provide updates on project decisions, issues, risks, and statuses, and to ensure that responsibility for dependencies, instructions, and touchpoints is understood by all parties.

• The Contractor shall submit project reports to the CPUC.

• The Contractor shall submit contract performance reports to both the CPUC and the PPCA.

The Contractor shall provide its required inputs to the Monthly Project Status Report as defined by the CPUC Contract Manager, or their designee, in the approved report template and schedule. The Monthly Project Status Report will be a report on progress as well as other indicators that are beneficial to the CPUC in managing and communicating the overall status of the program to stakeholders. The Contractor will provide its inputs in the agreed upon format and at an agreed upon schedule. The CPUC will provide the report template and submission schedule to the Contractor after contract execution.

The Contractor shall work with CPUC and CAC to establish monthly executive committee meetings.

iii. Operations Reporting

The Contractor shall prepare, update, and submit operational reports covering EPC Customer Support and Equipment Processing activities, in accordance with CPUC-approved documentation and contractual requirements. The Contractor provide reports electronically in CPUC-approved format and cadence.

Report format details (e.g., file type, naming convention, layout) and the designated repository/format will be finalized by CPUC after contract execution (including during Transition-In, if applicable) and

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5. Deliverable 5 - Document Management

The Contractor shall take over, maintain, and execute the Document Management Plan and associated processes governing the development, revision, maintenance, storage, and submission of all project documentation and Contract deliverables. The Contractor shall implement, at minimum: defined roles and responsibilities; document storage management and library structure; document version control; a document review/approval/update process; and records retention processes. The Contractor shall store formal draft and final versions of deliverables and related Contract records in CPUC-designated repositories/tools (e.g., CPUC Project SharePoint/Content Server/code repositories) in formats compatible with CPUC standards, and ensure the most current version is continuously available and readily accessible to CPUC for review (including authorized CPUC staff and oversight consultants). The Contractor shall use CPUC-approved collaborative document tools and comply with applicable Program privacy and information security requirements for all documentation and repositories.

6. Deliverable 6 – Quality Management

The Contractor must develop and implement an approach to managing the overall quality of activities under the Contract. The Contractor shall approach the quality management proactively, with a focus on preventing problems rather than allowing problems to occur and then devoting valuable resources to their correction. This preventive approach shall be documented in the Contractor’s Quality Management Plan (QMP) and shall include, at minimum, quality assurance activities, issue trend/root-cause analysis, corrective and preventive actions, and process improvement practices. The Contractor shall address adherence to CPUC’s policies and procedures for the CAC (including but not limited to any mandated by State legislation), which includes project standards, templates, processes, and procedures in the quality management approach. The Contractor shall alert project members to any changes that affect general work procedures, templates, or standards, and the Contractor shall implement those changes within the timeframe specified by the CPUC Contract Manager or their designee in writing. If no timeframe is specified, the Contractor shall implement the changes within ten (10) business days.

Metrics for measuring quality from both Project management and Program perspectives must be defined.

The Contractor shall propose these metrics in the QMP for CPUC/PPCA review and approval, and shall report against the approved metrics at the intervals established in the QMP. As the EPC Contractor or other Vendor Partners address issues and concerns, the Contractor shall share solutions and process improvements instituted with the CPUC Contract Manager or designee so that similar situations can be avoided in the future. The Contractor shall include in the quality management methodology addressing user satisfaction.

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RFP 23NS0710

Part 2 - Bidder Response

Achieving Project objectives requires a cooperative working relationship between the Contractor, CPUC, and CAC Vendor Partners. The Contractor shall describe its approach, expectations, and assumptions for coordinating and working with the CPUC and Vendor Partners as part of the overall quality management methodology in its Quality Management Plan (QMP) (EXHIBIT B: DELIVERABLES AND MILESTONES TABLE, Task ID 6.3). The Contractor shall work with advisory board members, consumers, CPUC staff, and others on the quality of service as requested by the CPUC (EXHIBIT B: DELIVERABLES AND MILESTONES TABLE, Task ID 6.9). Upon the CPUC’s request, the Contractor shall make staff, resources, processes, data, tools, and deliverables available for CPUC audits and inspections at no additional cost (EXHIBIT B: DELIVERABLES AND MILESTONES TABLE, Task ID 5.6).

i. Quality Management Plan

The Quality Management Plan (QMP) describes the overall approach and direction for the quality program to ensure the Contractor/CPUC team is improving in their ability to produce quality services using quality processes.

ii. Process Audits

The Contractor shall support and cooperate with process and operational audits performed by CPUC and/ or a CPUC-designated third-party Vendor Partner (including the PPCA), as requested by CPUC. Audits may include, but are not limited to, annual inventories and reconciliations of Program equipment housed at equipment warehouses, distribution centers, facilities, and/or in the custody of field advisors or outreach staff, and reviews of related operational processes and records. The Contractor shall make staff, resources, processes, data, tools, deliverables, and supporting documentation available for audit/ inspection at no additional cost, and shall produce Process Audit Report(s) in the CPUC-approved format and timeframe summarizing audit scope, methods, findings, discrepancies, and recommended corrective actions. The Contractor shall implement CPUC-approved corrective actions and track resolution consistent with the Quality Management Plan (QMP) processes.

iii. Process Improvement Progress Report

Process improvement will be used to ensure that the quality program established through the QMP will improve the processes that support the CAC. The Contractor shall work with CPUC to establish and facilitate collaborative lessons-learned sessions to identify opportunities for improving the CAC service processes.

7. Deliverable 7 – Contract Change Management

This section pertains to how changes to the Contract are managed. A Change Management Plan describes the change management process for changes to the Contract. The change management process will include the activities, staffing, and tools to identify, accept, evaluate, track, and communicate

State of California California Public Utilities Commission

RFP 23NS0710

Part 2 - Bidder Response the disposition of changes to the Contract. Changes to the Contractmay require a formal Contract Amendment as determined by the CPUC and/or CDT.

II. Equipment Processing Center Requirements The Contractor will manage multiple customer support and equipment processing responsibilities under this contract. The Contractor must work collaboratively with CPUC, CAC Vendor Partners, and Transition Directors to successfully implement its scope of work. Key elements of the revised scope include:

a. CAC Contact Center

The Contractor will:

• Operate the Contact Center from a centralized, physical call center facility within California.

Remote work Contact Center staff may only be permitted upon review and written approval by CPUC, ensuring continued compliance with service quality, security, confidentiality, and privacy standards.

• Operate, staff, and maintain the CAC Contact Center to provide equipment-specific customer and technical support.

• Responsibilities include:

◦ Assessing customer needs.

◦ Processing equipment requests.

◦ Troubleshooting device-and services related issues.

◦ Dispatching field representatives for field visit-related tasks.

• Excluded: General program inquiries (e.g., eligibility and enrollment) now managed under the ERP contractor’s scope.

b. Warehouse Distribution Center

The Contractor will:

• Operate and maintain the CAC Warehouse Distribution Center, physically located within California, ensuring:

◦ Proper inventory management of program equipment.

◦ Fulfillment of equipment orders and processing of returns.

◦ Equipment lifecycle tracking and compliance with inventory controls, integrated with ERP platform.

• Collaborate with the ERP Contractor to ensure seamless reporting and data integration.

Key Additions

State of California California Public Utilities Commission

RFP 23NS0710

Part 2 - Bidder Response

• Clarified Boundaries: Excludes tasks now covered under the ERP contract to avoid duplication and ensure streamlined operations.

8. Deliverable 8 – CAC Contact Center

The Contractor shall establish, operate, staff, and maintain the CAC Contact Center. The Contact Center will provide comprehensive customer and technical support, including:

• Assisting customer with completion of the application.

• Conduct evaluation and refer to appropriate services as needed.

• Troubleshooting equipment and services problems.

• Processing customer requests for CAC equipment and services.

• Assisting customers in the application process.

• Assist customers as needed to acquire network and supplemental services related to California

Connect.

• Assessing customer equipment and service needs to ensure appropriate solutions are being implemented.

i. Multilingual Language Line Support

The Contact Center must include at least five (5) of the most frequently used language support options, ensuring accessibility for diverse users. This must include:

1. The top four spoken languages among California Connect customers (e.g., English, Spanish, Mandarin, Cantonese, Vietnamese, or others as determined by CPUC).

2. American Sign Language (ASL) services, either directly or via a third-party service provider.

ii. Use of ERP-Integrated Communication Systems

To process incoming and outgoing customer communications, the Contact Center shall:

• Utilize the ACD and IVR systems implemented under the new ERP Contract for all communication functionalities, including:

◦ ACD, IVR, Web Chat, text, Email, TTY, Video and Fax functionalities.

◦ Access to program-wide CRM integration for seamless tracking and management of customer interactions.

• Focus on leveraging these systems effectively without developing parallel infrastructure.

State of California California Public Utilities Commission

RFP 23NS0710

Part 2 - Bidder Response

iii. Comprehensive Knowledge Base

The Contractor shall develop, maintain, and continually update a comprehensive Knowledge Base to:

• Support the efficient processing of customer inquiries regarding equipment and services.

• Provide up-to-date information and troubleshooting guidance for Contact Center staff.

• Ensure consistency in responses across all communication channels.

The Knowledge Base may be maintained in a Contractor-hosted or Contractor-selected tool; however, the Contractor shall provide CPUC authorized staff with ongoing view (and export, upon request) access to the most current Knowledge Base content throughout the Contract term. The CPUC retains ownership of the Knowledge Base content and any data pertaining to delivery of the services.

iv. Disaster (Option 8) Call Services

For purposes of this Contract, “Option 8” refers to the Contact Center’s dedicated disaster/emergency call routing option (e.g., an IVRU menu selection and/or equivalent ACD routing) for verified disaster-related requests (including replacement communication equipment for displaced customers); if the customer-facing menu labels or routing selections change during the Contract term, the Contractor shall maintain an equivalent disaster/emergency option/route, as directed by CPUC.

The Contractor shall provide staff to provide Disaster (Option 8) call services 24 hours a day, 7 days a week, 365 days a year. Staff assigned to answer Option 8 calls during non-business hours may utilize an on-call model, with dedicated phone lines and call forwarding to ensure prompt response.

For Option 8 calls, the Contractor shall provide labor to process the call from initial contact through to resolution. Processing Option 8 calls shall include making necessary callbacks to the customer and coordinating with external referral sources as needed to achieve call resolution. The Contractor shall provide warehouse labor during non-business hours to facilitate the overnight shipment of devices in response to verified Option 8 (disaster-related) requests.

v. Contact Center Operations

The Contractor shall manage day-to-day Contact Center operations supporting CAC equipment and service-related customer support. Operations shall include receiving, logging, routing, and resolving inbound and outbound customer contacts across CPUC-approved channels; providing customer assistance with inquiries, correspondence, evaluations, equipment ordering, troubleshooting, replacement determinations, and service-order follow-up as applicable; and coordinating escalations and referrals (e.g., to Field Operations support) when needed. The Contractor shall leverage CPUC-designated/ERP-integrated communication capabilities and a maintained Knowledge Base to ensure consistent, accurate responses, and shall support accessible customer interactions appropriate for customers with disabilities

State of California California Public Utilities Commission

RFP 23NS0710

Part 2 - Bidder Response and diverse language needs. The Contractor shall manage queue experience, contact routing, and staffing/supervision to meet Contract SLAs and service quality requirements.

vi. Mail Handling

The Contractor shall process and track incoming and outgoing U.S. Mail associated with CAC customer support, including applications, Certification Forms, and other program correspondence as directed by CPUC. The Contractor shall be responsible for First Class postage for outbound mailings as applicable and shall presort outbound mail by carrier route whenever practical to reduce postage expense. CPUC will provide collateral material for mailings unless CPUC pre-approves Contractor-generated collateral for reimbursement at actual expense. CPUC-authorized printing/production and stock replenishment of program collateral materials may be handled as an Unanticipated Task in accordance with SECTION 24.

Unanticipated Tasks and EXHIBIT C: BUDGET DETAIL AND PAYMENT PROVISIONS. The Contractor shall log and track mail intake and outbound activity in the CPUC-designated integrated platform and shall store mail retrievable in a secure location for six (6) months, with archiving thereafter and retrieval of specific records upon CPUC request.

vii. Customer Problem Resolution Plan

The Contractor shall develop, maintain, and follow a Customer Problem Resolution Plan to facilitate timely resolution of CAC customer issues, including defined escalation levels, response targets, roles, and points of contact. Upon contract award, the Contractor and CPUC (and PPCA designee(s), as applicable) shall establish detailed escalation requirements and contact information as part of this Plan. The Contractor shall notify CPUC promptly when customer-impacting issues are identified, provide status updates as appropriate to issue severity, and document the issue, impacted services, expected resolution timeframe, and mitigation/backup measures. If a customer-impacting issue cannot be satisfactorily resolved within the required timeframe, the Contractor shall follow the escalation process defined in the Plan.

viii. Contact Center Reports

The Contractor shall produce and submit Contact Center performance reporting in the CPUC-approved format and cadence, consistent with SECTION 15. Contractor Deliverables and EXHIBIT B:

DELIVERABLES AND MILESTONES TABLE requirements.