City of Tacoma REQUEST FOR PROPOSALS Specification No. PR13-0502F Department of Public UtilitiesCustomer Solutions/Public Affairs Customer Experience and Satisfaction Tracking Program The City of Tacoma is accepting SEALED PROPOSALS for the above solicitation. Submittals will be received and time stamped only at the Purchasing Division, located in the Tacoma Public Utilities Administration Building North, Main Floor, 3628 South 35th Street, Tacoma, WA 98409. Proposals will be received until 11:00 a.m., Pacific Time, Tuesday, December 10, 2013, at which time they will be recorded and forwarded to a Selection Advisory Committee for evaluation. Proposals are not typically opened and read aloud. An electronic copy of the complete solicitation documents may be viewed and obtained by accessing the City of Tacoma Purchasing website at www.TacomaPurchasing.org. A list of vendors registered for this solicitation is also available at the website. After 1:00 p.m. the day of bid opening, the names of vendors submitting proposals are posted to the website for public viewing. A pre-proposal meeting will not be held. Project Scope: Tacoma Public Utilities (TPU) is interested in engaging a market research firm for primary research services. The goal of this engagement is to provide customer and market insights to guide strategic decisions throughout Tacoma Public Utilities' operations, which include: TPU Customer Services, Water Division, Power Division, Power Conservation and Resource Management Group, and Click! Cable Network. Each of these stakeholders has their own unique objectives sought from the research services, which include: To help identify the factors that drive overall satisfaction for residential customers including value propositions for Power, Water, and Click!, To validate and analyze the relative performance of each of the utility divisions based on those factors and value propositions, To provide actionable information by developing insights about the needs of residential customers. Estimate: $300,000$370,000. Additional information regarding the specifications may be obtained by contacting Chuck Blankenship, Senior Buyer, 253-502-8163, for general purchasing information. CITY OF TACOMA /s/Kathy Katterhagen Procurement and Payables Manager /s/Chuck Blankenship Senior Buyer City of Tacoma protest policy, located at www.tacomapurchasing.org, specifies procedures for protests submitted prior to and after submittal deadline. Meeting sites are accessible to persons with disabilities. Reasonable accommodations for persons with disabilities can be arranged with 48 hours advance notice by calling 253-502-8468. November 19