Summary Sheet- RFCA SUMMARY

CITY OF TEMPE
Meeting Date: 1/4/2024  
REQUEST FOR COUNCIL ACTION
Agenda Item: 7B1
ACTION:  Award a two-year contract with three, one-year renewal options to Enterprise Solutions 
Consulting, LLC to provide managed services in support of the City’s Oracle Customer Care and Billing 
(CC&B) system.
FISCAL IMPACT:  The total cost of the contract will not exceed $498,240.  Sufficient funds have been 
appropriated in Capital Improvement Project No. 3209020A (Utility Billing System Upgrade), Water and 
Wastewater Fund, Cost Center 1841 (Customer Services), 3002 (Water Admin) and Solid Waste Fund, 
Cost Center 3712 (Administration) for anticipated expenditures during the current fiscal year and next 
fiscal year, contingent upon City Council approval of the City’s annual budget.
RECOMMENDATION:  Award the contract.
 
BACKGROUND INFORMATION: (RFP 24-003) The City issued a Request for Proposal (RFP) to 
establish a contract with an experienced and qualified firm specializing in Oracle Customer Care and 
Billing (CC&B) software to provided managed services in support of the City’s CC&B system that is 
utilized by the Customer Services Division of Financial Services.
If approved as recommended, Enterprise Solutions Consulting, LLC will assist the City in maintaining 
and upgrading the CC&B solution with the goal of enhancing Tempe residents’ customer service 
experience. The awarded firm will provide the following services:
• Annual utility rate changes
• Patch updates/major version upgrades
• Advanced Metering Infrastructure project integration
• Ongoing solution maintenance
The City has established a Capital Improvement Project for the upgrade or replacement of CC&B with 
identified funding source beginning in Fiscal Year 2025. The future solution will support the City’s 
strategy to move towards cloud-based services, adding functionalities to improve service delivery and 
customer service, and improved interfaces. The selected firm will assist the City in reviewing all options 
for the future solution that will support the strategies outlined the RFP including potentially migrating 
directly to C2M or CCS/AMCS. 
Evaluation Process
The City issued notices of this opportunity to 6,946 registered companies along with internet posting and 
legal advertising in the Arizona Capitol Times. A total of six companies responded as shown below: 
• Blue Heron Consulting
• Boss USA
• Enterprise Solutions Consulting
• Origin Utility, Inc
• Red Clay Consulting

2
• Utility Solutions Partners
The proposals were reviewed and scored by an evaluation committee comprised of staff from Financial 
Services and Information Technology. The evaluation criteria along with weighting is shown below:
Evaluation Criteria
Weight 
%
1
Proposed Managed Services Cost
20
2
Firm’s Experience
25
3
Knowledge and Expertise of Staff
20
4
Project Implementation Management, Methodology and Quality 
Control
25
5
Financial and Legal
5
6
Acceptance and Compliance of RFP Terms and Conditions
5
Total Weight 
100%
7
Interviews (if selected)
300 
points
Each committee member reviewed and scored the offers independently based on the stated criteria.  
The individual scores were then averaged to determine the initial scoring.  The initial scores shown 
below are in rank order and represent the sum total of the points allocated for each of the evaluation 
criteria:
Pricing for CC&B 
managed services is shown below:
Pricing and consulting hours for future upgrade or replacement of CC&B beginning in Fiscal Year 2025 
are shown below:
Responding Firms 
Initial Score
 Total
Total Annual 
Managed Services 
Cost
Enterprise Solutions Consulting
938.83
$249,119.23
Blue Heron Consulting
932.50
$290,113.33
Utility Solutions Partners
816.33
$724,917.43
Red Clay Consulting
728.50
$582,163.85
Origin Utility, Inc
646.67
$246,179.00
Boss USA
610.50
$625,140.28
Firm 
Annual 
Managed 
Services
200 
Hour 
Retainer
Managed 
Services 
Cost
Blended 
Hourly 
Rates after 
200
Yearly 
Patches/Upd
ates
Hours 
for 
Patches 
and 
Updates 
Total Annual 
Managed 
Services 
Cost
Blue Heron 
Consulting
$265,000.
00
$25,000.
00
$290,000.
00
$113.33
$14,880.00
128
$290,113.33
BOSS USA
$600,000.
00
$25,000.
00
$625,000.
00
$140.28
$72,120.00
612
$625,140.28
Enterprise 
Solutions 
Consulting
$229,000.
00
$20,000.
00
$249,000.
00
$119.23
Included
N/A
$249,119.23
Origin Utility, Inc.
$216,000.
00
$30,000.
00
$246,000.
00
$179.00
Included
180
$246,179.00
Red Clay 
Consulting
$564,000.
00
$18,000.
00
$582,000.
00
$163.85
$38,800.00
340
$582,163.85
Utility Solutions 
Partners
$500,080.
00
$19,200.
00
$519,280.
00
$157.43
$205,480.00
1,084
$724,917.43

3
Firm 
CC&B to most current
CC&B to Customer to 
Meter
CC&B to Customer Cloud 
Service
Blue Heron Consulting
$477,440 / 5,940 hr
$2,317,120 / 23,800 hr
$2,317,120 / 21,080 hr
BOSS USA
$2,062,360 / 15,456 hr
$4,498,235 / 34,104 hr
$2,927,763 / 21,840 hr
Enterprise Solutions 
Consulting
$905,586 / 6,860 hr
$1,673,000 / 11,400 hr
$2,069,100 / 11,700 hr
Origin Utility, Inc.
$326,000 / 2,640 hr
$735,700 / 4,920 hr
$1,151,200 / 8,060 hr
Red Clay Consulting
$1,620,000 / *
$4,200,00 / *
$2,100,000 / *
Utility Solutions Partners
$1,203,360 / 6,916 hr
$1,933,000 / 11,756 hr
$2,996,560 / 20,596 hr
* Firm did not provide consulting hours
After discussions, the committee determined that the top two firms would be moved forward in the 
evaluation process to include interviews and best and final invitations. The remaining firms were 
determined not susceptible for award and removed from further consideration. The interviews and best 
and final results were scored and added to the initial scoring as displayed below:
After a thorough review the committee is recommending that an award be made to Enterprise Solutions 
Consulting. This firm has an impressive experience background as they have supported numerous large 
and small cities with success in performing similar managed services projects.  The method of approach 
identified aligns closely with the City’s expectations for the City’s future solution upgrade or replacement 
of CC&B.
In accordance with Council policy when staff is recommending a firm who is not the lowest priced offer, 
Internal Audit has reviewed the evaluation process and supports the stated recommendation.  
ATTACHMENTS:  Vendor Offer Form
STAFF CONTACT(S):  Tarja Nummela, Customer Services Manager, (480) 350-8637
Department Director:  Lisette Camacho, Financial Services Director  
Legal review by:  Dave Park, Assistant City Attorney
Prepared by:  Alicia Ruiz, Procurement Officer
Short Listed Firms 
Final 
Scores  
Annual 
Managed 
Services
CC&B upgrade to 
most current 
version
CC&B to 
Customer to Meter
CC&B to 
Customer Cloud 
Service
Enterprise 
Solutions 
Consulting
1218.83
$249,119.23
$855,586.00/6,860 
hr
$1,598,000/11,400 
hr
$1,964,100/11,700 
hr
Blue Heron 
Consulting
1112.50
$290,113.33
$477,440/5,940 hr
$2,317,120/23,800 
hr
$2,317,120/21,080 
hr