(RFP) Customer Service Solution Consulting Services

Location:	Florida
Posted:	Apr 22, 2026
Due:	Apr 28, 2026
Agency:	JEA
Type of Government:	State & Local
Category:	D - Automatic Data Processing and Telecommunication Services R - Professional, Administrative and Management Support Services
Solicitation No:	1412146046
Publication URL:	To access bid details, please log in.

1412146046 (RFP) Customer Service Solution Consulting Services

The purpose of
this solicitation for Customer Service Solution Consulting Services (this
"Solicitation") is to evaluate and select a vendor to provide a
comprehensive assessment of JEA’s existing Oracle Utilities Customer Care &
Billing (CC&B) system and related business processes. This engagement is to
evaluate and compare three potential strategic paths to determine the most
value for our customers (JEA’s understanding is that functionally, C2M and CCS
have similar functionality.) as described in this Solicitation (the
"Work") and to determine the best method for JEA to procure the Work
with regards to pricing, quality, design, and workmanship.

USE THIS
LINK TO ACCES THE SOLICITATION VIA ZYCUS:

https://zsn.zycus.com/guest/genericRegister/JEA074/iSource/1040510/

Solicitation Due Date: April 28,2026

1412146046-RFP-Customer Service Solution Consulting Services Solicitation Document Public

Attachment Preview

Request for Proposal (RFP) Customer Service Solution Consulting Services

Solicitation

for

Jacksonville, FL

Solicitation Number

#1412146046

Optional Pre-Response Meeting via Teams or Teleconference on April 22, 2026 at 1:00 PM EST

Meeting URL: https://teams.microsoft.com/meet/29466613426322?p=sKH1cLBZzvwYldPDs3

Meeting ID: 294 666 134 263 22

Meeting Passcode: jx7DA7DX

Dial-in by phone

+1 321-558-7338,,44580159# United States, Orlando

Phone conference ID: 445 801 59#

Responses are due on April 28, 2026, by 12:00 PM EST

Responses must be electronically submitted per instructions in this Solicitation.

For more information, please contact the JEA Buyer at:

Angel Love at iosuad@jea.com

1.1) Scope of Work

The purpose of this solicitation for Customer Service Solution Consulting Services (this "Solicitation") is to

evaluate and select a vendor to provide a comprehensive assessment of JEA’s existing Oracle Utilities

Customer Care & Billing (CC&B) system and related business processes. This engagement is to evaluate

and compare three potential strategic paths to determine the most value for our customers (JEA’s

understanding is that functionally, C2M and CCS have similar functionality.) as described in this

Solicitation (the "Work") and to determine the best method for JEA to procure the Work with regards to

pricing, quality, design, and workmanship.

1. Upgrading the current on premises implementation of Oracle CC&B;

2. Migrating to the Oracle C2M platform; or

3. Migrating to the Oracle Customer Cloud Service (CCS) platform.

The selected vendor will provide an objective analysis including:

▪ Business benefits

▪ Business impacts

▪ Process changes – Change management

▪ Operational risks

▪ Strategy benefits

▪ Comparative considerations

▪ Cost implications

JEA will use the results of this assessment to determine future implementation strategies based on what

creates the most value for the JEA customers and JEA business units.

A more detailed description of the Work is provided in the Technical Specifications included as an Exhibit

to this Solicitation.

Capitalized terms used in this Solicitation without definition shall have the definitions given to them in

Section 2 of this Solicitation.

1.2) Background

JEA owns, operates and manages the electric system established by the City of Jacksonville, Florida since

1895. In June 1997, JEA also assumed operation of the water and sewer system previously managed by the

City. JEA is located in Jacksonville, Florida, where we proudly serve an estimated 541,076 electric, 407,161,

water and 30,460 reuse water customers. JEA is Florida's largest community owned utility and the eighth

largest municipal in the United States.

1.3) Invitation - Submitting a Response

Respondents that meet the Minimum Qualification stated herein are invited to submit a Response to this

Solicitation to perform the Work. A complete copy of this Solicitation, the Technical Specifications, forms

and all other documents referenced in this Solicitation are on JEA’s E-Procurement and Contract

Management Portal which is provided by Zycus Supplier Network which can be accessed at

https://zsn.zycus.com/guest/genericRegister/JEA074. Instructions on how to login to Zycus is provided

below in this Solicitation.

All Responses are due at the time indicated on the title page of this Solicitation. Section 1 of this Solicitation

are the instructions for submitting a Response for this Solicitation. Section 2 of this Solicitation contain the

definitions and commercial contract terms associated with this procurement.

A Contract will be presented to the Respondent awarded this Work and the Contract will incorporate by

reference this entire Solicitation and all associated Addenda. A sample of the JEA Contract can be found on

jea.com.

All documentation submitted with a Response must reference the Solicitation Title and Number stated

herein. All Responses must be made on the appropriate forms and formats as specified by this Solicitation

and uploaded to JEA’s procurement platform.

All Responses should be delivered electronically to JEA via the Zycus platform. An automated, detailed

auditing system provides sealed Response integrity. Responses remain sealed on the platform until the

Close Date & Time.

A Respondent shall be solely responsible for timely delivery of its Response to the Zycus Supplier

Network. Respondents are strongly encouraged to acquire log in credentials early as possible. Additionally

Respondents are encouraged to submit Responses early to ensure uploading process goes smoothly.

Responses are due by the time and on the date stated on the cover page of this Solicitation. LATE

RESPONSES MAY BE REJECTED.

1.4) Zycus Instructions

I. How to Log Into Zycus

A. New Users – Zycus

1. New Users will need to register to login. Registration will require Company name, address, phone,

contact, title, phone and email address. Also, it is recommended users use Google Chrome to access Zycus.

2. Note if the company is already doing business with JEA, you may find the company is already registered

in Zycus. To find out if you are registered, try entering your email address in the New User Registration

screen. If you receive a message stating “Email ID already registered”, log in as an Existing User Log-in”. If

you don’t know your password, enter your email address and click on “Forgot Password”.

B. Existing Users or New Users with Previously Registered Emails

1. Once the user has a login on the sourcing platform select “Existing User Log-in”, the user may navigate to

the solicitation by selecting the icon for the applicable solicitation.

II. How to Submit a Response Using Zycus

1. Once logged in, users will see all JEA Sourcing Events, then select the applicable event.

2. Once in the Sourcing Event. The Sourcing Event has prompts for actions required to respond to the

solicitation.

3. For the user to proceed to submit a Response to JEA using Zycus, the user will be required to provide its

acceptance of the of the Zycus iSource Terms & Conditions associated with the work. Such Terms and

Conditions may cover non-disclosure, safety, cyber security, Invitation for Bid contract terms, etc.

4. Once all terms are accepted, additional Solicitation information will be available for viewing and

submitting a Response by selecting “Confirm Participation”. JEA will then have a record indicating the

company intends to submit a Response.

5. A user then can respond to each section of the Solicitation, once completed with each section, select

“Save”. Note each section has a red, yellow, green light code. Items will turn green once completed. Yellow

and red lights mean there is additional action required. Users may also note under each tab, there are

multiple questions to respond to, scroll down the list to ensure all questions are answered.

6. In most Solicitations, JEA will provide Technical Specifications, pricing tables in Excel which the user

will need to download. Additionally, Excel pricing tables may need to be uploaded once completed to as part

of the Response. Users can download the required attachments by selecting the “Buyers Attachments” icon.

7. Once the required forms are uploaded and saved, the section light will turn green. Once all sections are

completed and green lighted, the User may select “Submit Response”.

8. Once the user selects “Submit Response”, the user will receive a “Success” pop-up when submitted.

9. Once submitted users may recall and modify submitted documentation and submit information until the

Response Due Date and Time.

10. Zycus does not automatically transfer a pricing submission from the qualifying round into live auction

setting for award consideration. Each user shall manually re-submit its qualifying Response into the live

auction environment for consideration of award.

1.5) Questions

All Questions must be submitted in writing to the JEA Buyer listed herein at least five business days prior to

the opening date. Questions received within five business days prior to the opening date may not be

answered.

1.6) Pre-Response Meeting

There may be an optional Pre-Response meeting associated with this Solicitation at the date and time listed

on the cover page of this Solicitation. All interested Respondents are invited to attend the Pre-Response

meeting. Those planning to attend the Microsoft Teams teleconference may email their name and contact

information to the JEA Buyer listed herein at least 48 hours prior to the Pre-Response meeting to facilitate

roll call. A Respondent must only sign in representing one company, unless otherwise agreed to by JEA in

writing.

1.7) Alternate Provisions and Conditions (RFP&ITN)

Terms and conditions found in Responses that are contrary to requirements found in this Solicitation,

including, but not limited to, the Contract terms and conditions contained in Section 2 of this Solicitation

and any requirements found in the Technical Specifications attached as an exhibit or attachment to this

Solicitation, will be rejected and are of no force and effect. However, JEA reserves the right to negotiate

different terms and conditions and requirements if JEA determines that such terms and conditions and

requirements are in the best interest of JEA.

1.8) Minimum Qualifications

Respondent must meet the following Minimum Qualifications to be considered eligible to have its Response

evaluated by JEA. Respondents that are working or have worked for JEA in the past 2 years involving

similar work must submit JEA as a reference. JEA reserves the right to ask for additional back up

documentation or additional reference projects to confirm the Respondent meets the requirements stated

below.

JEA may reject Responses from Respondents not meeting all of the following Minimum Qualifications:

I. The respondent must demonstrate successful experience performing, completing, or currently

completing at least two (2) Customer Cloud Service (CCS) assessments OR implementations of

CC&B (latest version), Oracle C2M and Oracle Utilities CCS, with organizations similar in size

to JEA within the past two (2) years.

i. Similar size to JEA is defined as no less than 200,000 customers.

And

II. Proven expertise with Oracle CC&B (latest version), Oracle C2M and Oracle Utilities Customer

Cloud Service (CCS)

The project references will also be used to evaluate the Past Performance/Company Experience section. Any

Respondent whose contract with JEA was terminated for default within the last two years shall have its

Response rejected.

1.9) Number of Contracts to be Awarded

JEA intends to Award one (1) Contract for the Work. JEA reserves the right to Award more than one

Contract based on certain groupings of the Work items, or JEA may exclude certain Work items, if JEA

determines that it is in its best interest.

1.10) Insurance Requirements

Prior to JEA issuing a Purchase Order to the Company to begin the Work, the Company shall submit a

certificate of insurance (COI) that is in compliance with amounts and requirements as indicated in this

Solicitation. Note that the COI shall specifically indicate JEA as additional insured on all required insurance

except Worker's Compensation and Professional Liability (if applicable). Furthermore, waiver of

subrogation must be provided for all required insurance in favor of JEA, including its board members,

officers, employees, agents, successors, and assigns.

1.11) Liquidated Damages In Contract

The Contract issued pursuant to this Solicitation contains liquidated damages tied to project completion

deadlines. The Respondent should review the specific time frames and liquidated damage amounts prior to

submitting its Response.

1.12) Optional Use of Small and Emerging Business Program

It is at the Respondent's option as to whether it chooses to subcontract with a JSEB firm. JEA encourages the

use of JSEB firms; however, the Respondent is not required to utilize a JSEB to be awarded a Contract under

this Solicitation.

For more information regarding the JSEB program, please contact Bill Hickey, JEA, Manager of Supplier

Diversity Programs and Procurement Services, hickwj@jea.com or jsebprogram@jea.com.

1.13) Basis of Award - Highest Evaluated

JEA will use the Selection Criteria listed below to evaluate the Responses. JEA may make its Award

decision based solely upon the information submitted in the Responses. JEA may also choose to have one or

more Respondent make presentations to representatives of JEA. It is always in the best interest of the

Respondent to provide informative, concise, well-organized technical and business information relative to

the Work, in both the initial submittal of its Response and in any subsequent submittals.

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

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(RFP) Customer Service Solution Consulting Services

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See also