Customer Opinion Survey 2026

REQUEST FOR PROPOSAL (RFP)
for Customer Opinion Research - 2026
RFP # 116-202601
ADDENDA
Prospective bidders are responsible for reviewing any
published addenda regarding this bid at
ebmud.com/business-center
CONTACT
Kelly Zito, Public Affairs Manager
(510) 287-0111
kelly.zito@ebmud.com
RESPONSE DUE
June 24, 2026
12:00 p.m. PST
SUBMIT ELECTRONICALLY TO*
Kelly Zito, Public Affairs Manager
kelly.zito@ebmud.com
*Hardcopy proposals will not be accepted
375 ELEVENTH STREET . OAKLAND . CA 94607-4240 . WWW.EBMUD.COM/BUSINESS-CENTER/

EAST BAY MUNICIPAL UTILITY DISTRICT
RFP
for
Customer Opinion Research - 2026
TABLE OF CONTENTS
I. STATEMENT OF WORK
A. SCOPE
B. PROPOSER QUALIFICATIONS
C. SPECIFIC REQUIREMENTS
D. DELIVERABLES / REPORTS
II. CALENDAR OF EVENTS
A. RFP SCHEDULE
III. DISTRICT PROCEDURES, TERMS, AND CONDITIONS
A. RFP ACCEPTANCE AND AWARD
B. EVALUATION CRITERIA/SELECTION COMMITTEE
C. PRICING
D. NOTICE OF INTENT TO AWARD AND PROTESTS
F. INVOICING
IV. RFP RESPONSE SUBMITTAL INSTRUCTIONS AND INFORMATION
A. DISTRICT CONTACTS
B. SUBMITTAL OF RFP RESPONSE
C. RESPONSE FORMAT
ATTACHMENTS
EXHIBIT A - RFP RESPONSE PACKET
EXHIBIT B - INSURANCE REQUIREMENTS
EXHIBIT C - PROFESSIONAL SERVICES AGREEMENT

Customer Opinion Research - 2026 (RFP # 116-202601)
I. STATEMENT OF WORK
A. SCOPE
It is the intent of these specifications, terms, and conditions to describe the services
being requested by the District to develop and administer a 2026 residential consumer
opinion survey. The selected consultant will design, administer, and complete a written
report and presentation on a residential consumer opinion survey conducted in Fall
2026. This work should consider the survey approach used in the past (random digit
dialing, 1,200 interviews of residential consumers in English, Spanish, and Chinese using
a survey instrument/discussion guide 15-20 minutes long) and recommend any changes
to approaches and research tools based on current best practices for data gathering
(e.g., land lines, cell phones, text, emails). Survey respondent makeup should reflect U.S.
Census demographics of service area, including bill-paying and non bill-paying
customers. Consultant will provide all raw data collected and both high-level and
detailed analyses of trends, demographics, key consumer concerns, and opportunities
for improving customer opinion, etc.
East Bay Municipal Utility District (District) intends to award a one-year contract to the
Proposer(s) who best meets the District's requirements.
B. PROPOSER QUALIFICATIONS
1. Proposer Minimum Qualifications
a. Proposer, Proposer's principal, or Proposer's staff shall have been regularly engaged
in the business of providing consumer opinion surveys for at least three (3) years.
b. Proposer shall be responsive in clearly stating the firm's understanding of the
required work.
c. Proposer's firm's technical experience and qualifications in providing these types of
services
d. Proposer shall possess all permits, licenses, and professional credentials necessary to
perform services as specified under this RFP.
C. SPECIFIC REQUIREMENTS
Consult with EBMUD's survey research project manager to determine issues to be
investigated in the residential consumer opinion research starting in August 2026 and
provide survey instrument drafts for District review by e-mail, with the expectation of
receiving final draft approval from the District by late August 2026.
Page 3

Customer Opinion Research - 2026 (RFP # 116-202601)
EBMUD anticipates engaging a U.C. Berkeley Goldman School of Public Policy intern to
support this project through research and survey development. The selected consultant
will collaborate with the intern and EBMUD staff on survey design and messaging
evaluation as it relates to emergency preparedness.
Translate the final approved survey into Spanish and Chinese, and complete the survey
administration in English, Spanish, and Chinese during late August through mid-
September 2026. This work should be generally consistent with the survey approach
used in previous annual customer surveys for the District (multi-mode, completed 1,200
interviews of residential customers in English, Spanish, and Chinese using a survey
instrument 15- 20 minutes long).
Deliver the survey research top lines (raw data summary) by e-mail within one week of
completing the data collection, anticipated in September 2026, and deliver a draft
PowerPoint presentation analyzing the findings within three weeks for District review.
Provide up to two additional drafts of the presentation materials as requested.
Deliver a draft written report by e-mail summarizing the survey results plus up to two
additional drafts as requested. Upon approval of the final report, deliver 5 bound copies
of the final report and one copy of the report bound with the cross-tabulations of the
data as well as digital versions of these. This deliverable should be completed within
eight weeks of completion of the research.
Present results of survey to project team, Public Affairs Office, senior management
team, and/or as requested prior to presenting results to the full Board or committee.
Present survey results to the EBMUD Board of Directors at the October 13, 2026 Board
meeting. If scheduling changes occur, alternate Board presentation dates may include
October 27, November 10, or November 24, 2026. Assist with any follow-up action
items or Board questions, supplemental analyses, or requested presentation materials
within 2 weeks of the meeting. If requested, present survey results to EBMUD Planning
Committee.
Review 2023 and 2025 Survey Dashboard and integrate 2026 survey findings in a user-
friendly dashboard to review trends and compare survey results. Dashboard updates are
anticipated to occur during November to December 2026.
D. DELIVERABLES / REPORTS
1. Meetings: Initial meeting with EBMUD's survey research project manager to discuss
objectives, methods, questions, and actionable data. Meetings with EBMUD project team to
discuss questionnaire and finalize survey instrument, discussion guide, and report
guidelines.
Page 4

Customer Opinion Research - 2026 (RFP # 116-202601)
2. Report: Top lines report anticipated by mid-September 2026; draft report and presentation
materials anticipated in late September 2026; final report completed following review and
incorporation of District comments.
3. Presentation: Presentations on final results to Public Affairs Office, senior management
team, Board of Directors (BOD), and, if requested, to EBMUD Planning Committee. BOD
presentation anticipated on October 13, 2026, with alternate presentation dates of October
27, November 10, or November 24, 2026 if needed. Assist with any follow-up action items
or queries related to Board feedback/questions within 2 weeks of the meeting.
4. Dashboard - 2026 Customer survey data, including crosstabs, uploaded into existing
dashboard or in new dashboard that integrates 2023 and 2025 survey results data to enable
users to review trends and compare survey results from both surveys. Dashboard
completion is anticipated during November to December 2026.
II. CALENDAR OF EVENTS
A. RFP Schedule
EVENT DATE/LOCATION
RFP Issued June 8, 2026
Response Due June 24, 2026 by 12:00 p.m.
Complete Proposal Review and Evaluation July 22, 2026
Vendor Notification July 22, 2026
Anticipated Contract Start Date August 5, 2026
Note: All dates are subject to change by District.
Proposers are responsible for reviewing https://www.ebmud.com/business-
center/requests-proposal-rfps/ for any published addenda. Hard copies of addenda
will not be mailed out.
III. DISTRICT PROCEDURES, TERMS, AND CONDITIONS
A. RFP ACCEPTANCE AND AWARD
1. RFP responses will be evaluated by the Selection Committee and will be scored
and ranked in accordance with the RFP section entitled "Evaluation
Criteria/Selection Committee."
2. The Selection Committee will recommend award to the Proposer who, in its
opinion, has submitted the RFP response that best serves the overall interests of
Page 5

Customer Opinion Research - 2026 (RFP # 116-202601)
the District. Award may not necessarily be made to the Proposer with the lowest
overall cost.
3. The District reserves the right to award to a single or to multiple General or
Professional Service Providers, dependent upon what is in the best interest of the
District.
4. The District has the right to decline to award this contract or any part of it for any
reason.
5. Any specifications, terms, or conditions issued by the District, or those included in
the Proposer's submission, in relation to this RFP, may be incorporated into any
purchase order or contract that may be awarded as a result of this RFP.
6. Award of contract. The District reserves the right to reject any or all proposals, to
accept one part of a proposal and reject the other, unless the proposer stipulates
to the contrary, and to waive minor technical defects and administrative errors,
as the interest of the District may require. Award will be made, or proposals
rejected by the District as soon as possible after proposals have been opened.
B. EVALUATION CRITERIA/SELECTION COMMITTEE
All proposals will be evaluated by a Selection Committee. The Selection Committee may
be composed of District staff and other parties that have expertise or experience in this
type of procurement. The Selection Committee will select a Proposer in accordance with
the evaluation criteria set forth in this RFP. The evaluation of the RFP responses shall be
within the sole judgment and discretion of the Selection Committee.
The Selection Committee will evaluate each RFP response meeting the qualification
requirements set forth in this RFP. Proposer should bear in mind that any RFP response
that is unrealistic in terms of the technical or schedule commitments, or unrealistically
high or low in cost, will be deemed reflective of an inherent lack of technical
competence or indicative of a failure to comprehend the complexity and risk of the
District's requirements as set forth in this RFP.
RFP responses will be evaluated and scored according to the Evaluation Criteria below
and scored according to a zero to five-point scale. The scores for all Evaluation Criteria
will then be added to arrive at a weighted score for each RFP response. An RFP response
with a high weighted total will be ranked higher than one with a lesser-weighted total.
The Evaluation Criteria are as follows:
Evaluation Criteria
A. Technical Criteria:
Page 6

Customer Opinion Research - 2026 (RFP # 116-202601)
An evaluation will be made of the probability of success of, and risks
associated with, the RFP response. A comparison will be made of the
proposed services with the requirements of this RFP. Credit will be given for
convenience, responsiveness, and technical expertise.
B. C ost:
The points for Cost will be computed by dividing the amount of the lowest
responsive RFP response received by each Proposer's total proposed cost.
While not reflected in the Cost evaluation points, an evaluation may also be
made of:
1. Reasonableness (i.e., does the proposed pricing accurately reflect the
Proposer's effort to meet requirements and objectives?);
2. Realism (i.e., is the proposed cost appropriate to the nature of the
products and services to be provided?); and
3. Affordability (i.e., the ability of the District to finance this project).
Consideration of price in terms of overall affordability may be controlling in
circumstances where two or more RFP responses are otherwise judged to
be equal, or when a superior RFP response is at a price that the District
cannot afford.
C. Im plementation Plan and Schedule:
An evaluation will be made of the likelihood that the Proposer's
implementation plan and schedule will meet the District's schedule.
Additional credit will be given for the identification and planning for
mitigation of schedule risks which the Proposer believes may adversely
affect any portion of the District's schedule.
D. R elevant Experience:
RFP responses will be evaluated against the RFP specifications and the
questions below:
1. Do the individuals assigned to the project have experience on similar
projects?
2. Are resumes complete and do they demonstrate backgrounds that
would be desirable for individuals engaged in the work the project
requires?
3. How extensive is the applicable education and experience of the
personnel designated to work on the project?
E. M ethodology:
RFP responses will be evaluated against the RFP specifications and the
questions below:
1. Does the methodology depict a logical approach to fulfilling the
requirements of the RFP?
2. Does the methodology match and contribute to achieving the objectives
set out in the RFP?
Page 7

Customer Opinion Research - 2026 (RFP # 116-202601)
3. Does the methodology interface with the District's time schedule?
F. U nderstanding of the Project:
RFP responses will be evaluated against the RFP specifications and the
questions below:
1. Has the Proposer demonstrated a thorough understanding of the
purpose and scope of the project?
2. How well has the Proposer identified pertinent issues and potential
problems related to the project?
3. Has the Proposer demonstrated that it understands the deliverables the
District expects it to provide?
4. Has the Proposer demonstrated that it understands the District's time
schedule and can meet it?
5. Has the Proposer demonstrated an ability to effectively collaborate with
District staff and project partners, including a graduate student intern
supporting research, survey development, and emergency preparedness
messaging evaluation?
G. C ontract Equity Program:
Proposer shall be eligible for SBE or DVBE preference points if they are a
certified small business entity, as described in the guidelines contained in
Exhibit A-Contract Equity Program, and they check the appropriate box,
requesting preference, in Exhibit A-Proposer Information and Acceptance.
Qualified DVBEs and/or SBEs will receive an additional 5 points to their total
score.
H. O ral Presentation and Interview:
The oral interview may consist of standard questions asked of each of the
Proposers and specific questions regarding the specific RFP response.
I. R eferences (See Exhibit A - RFP Response Packet):
If a short list process is used for a solicitation, references are only
performed on the shortlisted Proposers and the score for reference checks
is not included in the preliminary short list score.
C. PRICING
1. Prices quoted shall be firm for the first twelve (12) months of any contract that
may be awarded pursuant to this RFP.
2. All prices quoted shall be in United States dollars.
3. Price quotes shall include any and all payment incentives available to the District.
4. Proposers are advised that in the evaluation of cost, if applicable, it will be
assumed that the unit price quoted is correct in the case of a discrepancy
between the unit price and extended price.
Page 8

Customer Opinion Research - 2026 (RFP # 116-202601)
D. NOTICE OF INTENT TO AWARD AND PROTESTS
At the conclusion of the RFP response evaluation process, all entities who submitted a
proposal package will be notified in writing by e-mail or USPS mail with the name of the
Proposer being recommended for contract award. The document providing this
notification is the Notice of Intent to Award.
Negotiations for a Consulting Services Agreement with a "not to exceed" contract price
(for time and expenses) will be scheduled shortly after the Notice of Intent to Award. If
an Agreement cannot be achieved, the District will proceed to negotiate with the next
highest ranked Proposer.
Protests must be in writing and must be received no later than seven (7) workdays after
the District issues the Notice of Intent to Award. The District will reject the protest as
untimely if it is received after this specified time frame. Protests will be accepted from
proposers or potential proposers only.
If the protest is mailed and not received by the District, the protesting party bears the
burden of proof to submit evidence (e.g., certified mail receipt) that the protest was
sent in a timely manner so that it would be received by the District within the RFP
protest period.
Proposal protests must contain a detailed and complete written statement describing
the reason(s) for protest. The protest must include the name and/or number of the
proposal, the name of the firm protesting, and include a name, telephone number,
email address and physical address of the protester. If a firm is representing the
protester, they shall include their contact information in addition to that of the
protesting firm.
Protests must be mailed, hand delivered, or emailed to the Manager of Purchasing,
Mailstop 102, East Bay Municipal Utility District, 1010 Franklin St., Oakland, CA 94607
or P.O. Box 24055, Oakland, California 94623. Facsimile and electronic mail protests
must be followed by a mailed or hand delivered identical copy of the protest and must
arrive within the seven workday time limit. Any proposal protest filed with any other
District office shall be forwarded immediately to the Manager of Purchasing.
In the event that the protest is denied, the protester can appeal the determination to
the requesting organization's Department Director. The appeal must be submitted to
the Department Director no later than five workdays from the date which the protest
determination was transmitted by the District, to the protesting party. The appeal shall
focus on the points raised in the original protest, and no new points shall be raised in
the appeal.
Page 9

Customer Opinion Research - 2026 (RFP # 116-202601)
Such an appeal must be made in writing and must include all grounds for the appeal and
copies of the original protest and the District's response. The proposal protester must
also send the Purchasing Division a copy of all materials sent to the Department
Director.
The Department Director will make a determination of the appeal and respond to the
protester by certified mail in a timely manner. If the appeal is denied, the letter will
include the date, time, and location of the Board of Directors meeting at which staff will
make a recommendation for award and inform the protester it may request to address
the Board of Directors at that meeting.
The District may transmit copies of the protest and any attached documentation to all
other parties who may be affected by the outcome of the protest. The decision of the
District as to the validity of any protest is final. This District's final decision will be
transmitted to all affected parties in a timely manner.
E. INVOICING
1. Following the District's acceptance of product(s) meeting all specified
requirements, and/or the complete and satisfactory performance of services, the
District will render payment within thirty (30) days of receipt of a correct invoice.
2. The District will notify the Professional Service Provider of any invoice
adjustments required.
3. Invoices shall contain, at a minimum, District purchase order number, invoice
number, remit to address, and itemized services description.
4. The District will pay Professional Service Provider in an amount not to exceed the
negotiated amount(s) which will be referenced in the agreement signed by both
parties.
IV. RFP RESPONSE SUBMITTAL INSTRUCTIONS AND INFORMATION
A. DISTRICT CONTACTS
All contact during the competitive process is to be through the contact listed on the first
page of this RFP. The following persons are to be contacted only for the purposes
specified below:
FOR INFORMATION REGARDING TECHNICAL SPECIFICATIONS:
Attn: Kelly Zito, Public Affairs Manager
EBMUD-Office of the General Manager/Public Affairs Office
Page 10