Final draft RFP utility billing services 09-11-2025.pdf

City of Jacksonville

RFP – Utility Billing Services

Request for Proposals

UTILITY BILLING SERVICES

September 15, 2025

I. INTRODUCTION

The City of Jacksonville is soliciting a Request for Proposals (RFP) from qualified Firms for printing and mailing utility bills monthly. The utility bill format will be using 8.5 x 11-inch printed stock with a perforation for the tear off payment stub. The City is seeking a supplier that can provide professional and time sensitive print jobs.

The City of Jacksonville reserves the right to reject any and all submittals.

Proposals are due by 5:00 PM on October 15, 2025. You may send the proposals marked “Request for Proposals – Utility Billing Services” to the attention of Trudy Parmeter, Revenue Manager, PO Box 128, Jacksonville, NC 28541.

II. SCOPE OF SERVICES

The City of Jacksonville mails approximately 14,000 utility bills per month with inserts. It is imperative that all utility bills and inserts have a quick turnaround time since this data is usually date sensitive. A deadline that is reasonable to both parties will be established before the first billing. The City requires a process to view and verify, quality check and then be approved prior to mailings.

The Firm will be required to receive transmission of files via a secured method in PDF file format, print the appropriate document and take documents to the post office for mailing. The file will be available for download from the FTP server in the morning, and all printing and mailing must be completed by the end of the next business day. The Firm will have graphic capabilities so that the City of Jacksonville’s seal can be applied to any or all printed material.

This cost per hour shall be inclusive of all travel and resources necessary to complete the project.

Currently, the City’s utility bills are printed on 8.5 x 11-inch printed stock with a perforation for the tear off payment stub. The City also requires selective inserting of return envelopes and monthly informational inserts. For those customers that have more than one bill in an envelope, there should be only one insert added and it should not be based on the number of bills in that envelope. For those customers who have auto pay, a credit balance or are set up on ebill will not receive a return envelope.

VI. MAILING

The successful bidder will take all printed material to the post office and mail all documents.

Firms shall meet all applicable rules and regulation for USPS. The Firm is required to meet USPS specifications to qualify for postal discounts sorting to lowest possible postal rates. The USPS “move update” requirement shall be met using the endorsement of requesting return service on the outgoing mail piece. (Fast Forward service will not be utilized.) Statements delivered to Firm before noon is expected to be in the mail no later than next business day.

Firms shall also maintain a database of the revised or corrected addresses in a form that is acceptable to the City and made readily available to the City either through an electronic means on a regular basis or through the Firms’ website.

VII. CONTRACT TERM

The initial contract shall begin on February 1st, 2026 through January 31, 2027. After this initial contract period, the term of the contract may be automatically renewed for four (4) additional consecutive terms of one (1) year each if Firm and the City mutually agree. Notice of intent to not renew will be given in writing 60 days before the expiration date of the current contract.

VIII. NON-APPROPRIATION CLAUSE

This notice shall not be deemed to commit the City to a contract renewal. It should be noted that multi-year contracts might be continued each fiscal year after the City Council has granted funding appropriations. In the event the necessary funding is not appropriated, the contract is null and void effective July 1st of the fiscal year for which such approvals have been denied.

X. PRICING

The successful bidder warrants that the pricing stated herein shall remain firm for the period of the initial term of the contract. Any increase in the annual contract price shall be submitted in writing to the City of Jacksonville’s Finance Department no later than January 31st of each year this agreement remains in effect for consideration. If the City and Firm mutually agree to the price increase, a change order shall be issued to increase the contract price that would become effective for the following contract period.

XI. SUBMITTAL REQUIREMENTS

To assist the City in its evaluation of submitted Proposals, it is required that each proposal adheres to the following format:

1. Summary Sheet: The first page of the proposal must be a Supplier Summary Sheet (see Appendix A).

2. Letter of Transmittal: In the letter of transmittal, the Firm shall describe their understanding of the work to be performed and why the Firm is the best qualified to perform the services requested. This letter of transmittal must state the names of the individual(s) authorized to negotiate with the City and sign contracts on behalf of the Firm.

3. Company Overview: Firm shall provide a brief background and history of the company.

Identify nearest full service branch that will assist the City with our immediate utility billing services.

4. Experience: Firm shall describe their experience in providing similar services to the public sector and any exclusive resources dedicated to the public sector. Firm should list at least three (3) references with similar requirements to that of this RFP. Include a brief description of the services provided, how long such services have been provided and a contact person and telephone number for each client.

5. Relationship Management: Describe the team that will be assigned to service our relationship. Provide the name, title and experience of each individual and the roles, responsibilities and a brief account of their credentials and related utility billing experience.

6. Data Requirements: List all data requirements, other than what has been identified in the RFP, that will be required to implement the requested services and in what type of format the data must be provided.

7. Pricing Schedule: Firm must provide a per statement fee that includes data processing, bill printing, mail preparation and delivery to USPS. Firm must also provide an itemization of setup fees, testing and implementation. Firm shall state the paper weight and number of sheets that are included with the base cost and state the threshold in number of pages and weight when charging an additional fee.

8. Format of Utility Bills: Firm should state if there will be any issues of printing PDF files or if there will be any issues with using an FTP server as a download method of receiving the files that will be electronically sent .

9. Samples: Firm shall provide utility bill samples from other clients. Samples should be provided on actual stock and printed using a production printer. Firm shall also show sample reports and screenshots on key account management features on Firm’s website. Additionally, Firm shall provide samples and costs for the following paper weights:

a. Letter sized double sided black and white

b. Letter sized double sided two color (spot Pantone 286U)

c. Letter sized double sided full color

d. Tabloid folded to letter size double sided black and white

e. Tabloid folded to letter size double sided (spot Pantone 286U)

f. Tabloid folded to letter size double sided full color

10. Conversion Plan: Describe the plan the Firm will use to coordinate a smooth transition.

11. Service Enhancements: Based upon the information presented in this RFP and the

Firm’s knowledge of the public sector, describe any enhancements, technological or otherwise, that the City should consider to improve operational efficiency.

12. Additional Information: Firm should describe any information not previously mentioned that the Firm believes should be considered.

VIII. SELECTION PROCESS

The City’s final selection will not be dictated on any single factor including price. The City staff will evaluate proposals and will include both objective and subjective analysis. Proposals will be evaluated on the basis of experience; qualifications, technology and resources; and any innovative ideas presented for making the utility billing process proceed quickly and smoothly.

IX. PRESENTATION BY FIRM

Following review of the evaluation criteria listed in Section VII above, the City may determine that it is advantageous in the selection process to have selected Firms make a verbal presentation of their qualifications. If so, the presentation will be included in the selection process.

X. QUESTIONS

Questions regarding this Request for Proposals should be directed to Trudy Parmeter, Revenue Manager, PO Box 128, Jacksonville, NC 28540 or via email at gparmeter@jacksonvillenc.gov.

Firm will complete the Work in accordance with the Request for Proposals for the following price(s):

Unit Cost Subtotal Printing, Mailing and Sorting Monthly Paper Bills Per Bill

State restrictions per bill fee applies # of sheets: page weights:

State the threshold for additional fee # of sheets: page weights:

Fee associated for next threshold Per Bill

Initial set-up and programming One-time fee Technical Services (including programming and insert composition if needed) Cost Per Hour

Online viewing of statements and PDF capability– 3 months available

Cost Per Record

E-bill (paperless billing) Per Bill

Insert Setup Monthly – in addition to utility bill Each

Number of days notice before prepared insert ready for insertion Days ----------------------

Cost to insert pre-printed letter sized Each

Cost to insert pre-printed 1/3 letter sized Each

Letter sized double sided black and white Each

Letter sized double sided two color (spot Pantone 286U) Each

Letter sized double sided full color Each

Tabloid folded to letter size double sided black and white Each

Tabloid folded to letter size double sided (spot Pantone 286U) Each

Tabloid folded to letter size double sided full color Each

Storage of City of Jacksonville billing data at vendor location – 3 years

Cost per Record

Consulting services for redesign of billing statement

Flat rate for deployment

Outside of the envelop Messaging Per Bill

Outside the Envelop Constraints – state limitations as outlined in this RFP

Message Constraints – state limitation as outlined in this RFP

ANY ADDITIONAL SERVICES NOT LISTED HEREIN

We hereby certify that this proposal is made in good faith and without collusion or connection with any other person bidding on this proposal or that any official or employee of the City of Jacksonville will be admitted to any share or part of the Contract or any benefit that may arise therefrom if the Contract is awarded to this Firm.

Name of Corporation, Firm or Individual

By: (SEAL) Signature

Type or print name DATE

City of Jacksonville Utility Billing Services RFP

Appendix A

Firm Summary Sheet

Supplier Name: _________________________________________________________ Supplier Parent or Ownership: _____________________________________________ Supplier Address: ________________________________________________________ Firm Phone Number: Fax Number: ___________________

Management person responsible for direct contact with the City and the services required for this Request for Proposals (RFP):

Name: _____________________________ Title: _____________________________ Phone Number: _____________________________ Email Address: _____________________________

Person responsible for day-to-day servicing of the account:

Name: _____________________________ Title: _____________________________ Phone Number: _____________________________ Email Address: