Description

Focus on Energy is requesting information from software providers to deliver a robust customer support software platform (CS Platform). This CS Platform will be instrumental in supporting participation in energy efficiency (EE) programs assisting customers in making informed decisions about energy-efficient improvements in their homes and businesses. Over 90% of residents and businesses in Wisconsin are eligible to participate with Focus on Energy. The primary users of this CS Platform will be Customer Support Representatives and utility customers interested in participating in Focus on Energy. Our customer support structure includes approximately 20-30 full agents and around 100 limited access agents, across various office locations. The CS Platform must efficiently handle a diverse and dynamic workload and support seamless transitions of inquiries across locations.

The new CS Platform is scheduled to go live on January 1, 2025. Vendors should consider this target date when proposing implementation timelines and strategies.

Revised Key Events and Dates:

Submission Email: rfp@focusonenergy.com

Request for Information Documentation

References Submission Form

Federal Provisions for Homes and HEAR Contractors

Answers to Questions Submitted to Administrator