REQUEST FOR PROPOSALS FOR STORMWATER MANAGEMENT FEE BILLING SERVICES

Transcription

1 REQUEST FOR PROPOSALS FOR STORMWATER MANAGEMENT FEE BILLING SERVICES September 2015 Developed By: For: Radnor Township RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 1

2 Table of Contents Table of Contents... 2 Introduction... 3 Township Overview... 3 Purpose of Request for Proposal... 3 Delivery Requirements... 4 Schedule (subject to change as required)... 4 Contact Information... 4 Scope of Services... 4 Required Tasks... 5 Proposal Submission Format Requirements... 6 Proposal Evaluation and Selection... 7 Appendix A: Stormwater Fee Billing Needs Assessment Technical Memorandum... A 1 Appendix B: Stormwater Management Fee Billing System Functional Requirements... B 1 RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 2

3 Introduction CH2M HILL, on behalf of Radnor Township ( Township ), requests proposals from interested and qualified vendors for Stormwater Management Fee Billing Services for the Township of Radnor in Delaware County, Pennsylvania. The purpose of this RFP is to identify a qualified vendor to develop and administer bills and collect payments for the annual stormwater fees charged to Township property owners under Radnor Township Ordinance Chapter 246 Stormwater Management Fees 1. The selected vendor should expect to accommodate those specifications found in Chapter 246 with a utility billing service that will meet the Township's goal for annual stormwater billing mailed no later than January 1, 2016 with the potential for a one year extension to provide services for billings in January of The vendor will be contracted by Radnor Township, however, as the Township's Stormwater Program Administrator, CH2M HILL will administer and manage the vendor and services provided. Township Overview Radnor Township is located in Delaware County, Pennsylvania within the Philadelphia metropolitan area. The Township is approximately 10 miles west of downtown Philadelphia and has an approximate land area of 13.8 square miles. The Township is governed by a seven member Board of Commissioners with each member representing one of the seven wards that make up the Township. According to the 2010 census, Radnor Township has a population of 31,531. Stormwater management fee bills have already been sent to approximately 8,500 customers on or around January 1 of 2014 and Customers have the option to pay online via credit card or in person at the Township Building with cash, check, or credit card. Approximately 90% of payments are made by check mailed to a lockbox, 8% are credit card payments, and 2% are paid in person at the Township. While the current process allows all 3 payment methods to be made at the Township, the Township has determined that only payments made by check will be permitted at the Township for future billing cycles (2016 and beyond). Purpose of Request for Proposal Radnor Township has an aging stormwater infrastructure with high maintenance needs, flooding issues, unfunded regulatory requirements for water quality enhancements, and has enacted a stormwater fee to be charged to all property owners as a mechanism to fund an annual stormwater program. The annual stormwater fee was instituted via Ordinance and the first bills were sent to property owners in January 2014 and collection beginning soon thereafter. While the current billing method (individual stormwater bills) and frequency (sent in January of each year) works well with the Finance Department s overall collection schedule, the administrative demands on managing the stormwater billing and tracking process are challenging for the Financial Department staff on top of their existing workload/duties. As such, the Township has asked CH2M HILL to identify a qualified vendor to develop and administer a stormwater management billing program that will meet the Township's current core functions and anticipate its future needs to the extent practical. The vendor will be responsible for billing related aspects of the Township s Stormwater Management Fee including minimal account maintenance (which will need to be shared back to a master billing database maintained by CH2M HILL), annual billing, collection of payments via lockbox, daily posting to financial institution, online payment interfaces, customer web access, and more. Additionally, the Township desires to implement improvements to reporting functions, proactive e notify billing and 1 See Chapter 246, RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 3

4 delinquency alerts, the ability to bills (paperless billing) and overall improvement with the automation and streamlining of the stormwater fee billing process. Delivery Requirements Please review the RFP fully, complete all responses and submit one electronic PDF version no later than 4:00 P.M. on Friday, October 9, 2015 and two hardcopies on Monday, October 12, The vendor is liable for any of the costs incurred in preparing and submitting a proposal. Responses received after this date/time will not be accepted. Vendors are solely responsible for ensuring timely receipt of their responses. CH2M HILL Courtney Finneran 1717 Arch Street Suite 4400 Philadelphia, PA Courtney.finneran@ch2m.com The Township reserves the right to cancel this RFP at any time and for any reason without any liability to any proponent or to waive irregularities at their own discretion. The Township also reserves the right to accept or reject any or all bids. Schedule (subject to change as required) 1) RFP published and distributed: 9/21/15 2) Proposal questions due: 10/1/15 by 4:00 p.m. 3) Proposal addendum to be provided to applicants : 10/2/15 4) Proposals due: a. PDF via 10/9/15 by 4:00 p.m. b. 2 hardcopies 10/12/15 by 4:00 p.m. 5) Proposals reviewed and evaluated: 10/12/15 10/16/15 6) All applicants notified of results: 10/16/15 7) Phone interviews with finalist: 10/19/15 10/20/15 8) Final Selection: 10/21/15 9) Township Board of Commissioners approval: 10/26/15 10) Stormwater fee bills mailed: 12/31/15 1/2/16 Contact Information Questions regarding this Request for Proposals should be submitted electronically to Courtney Finneran via provided above, no later than October 1, 2015 by 4:00 p.m. All questions received and corresponding answers will be issued as a Proposal Addenda on October 2, 2015 via . If you plan to submit a proposal and have no questions, send an to Courtney Finneran no later than 10/1/15 to request to be included on the addendum . Scope of Services The Township desires a third party billing service that will meet current core functions and future needs of the Township, and will integrate all aspects of the Township s Stormwater Management Fee, including maintaining accounts, billing and collection via a lock box service, payment interfaces, and customer web access. Additionally, the Township desires to implement improvements to reporting functions, proactive e RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 4

5 notify billing and delinquency alerts, the ability to bills (paperless billing) and improving the automation and streamlining of the billing process. To help inform the vendor s proposals, the Technical Memorandum on Stormwater Fee Billing Needs Assessment is provided as Appendix A. The selected vendor will be provided the following information: 2015 Stormwater Billing Master Account File (MAF): The MAF is an Excel based filed that is an export of a GIS geodatabase and tracks each billing account through the Folio number. CH2M HILL is currently updating the geodatabase, which is based off of Delaware County parcel assessment data and includes property information including name, property address, mailing address; as well as property billing information (Tier and Billing Units, for example) 2013 MAF as originally provided to SunGard for the first bills sent January and 2014 example bills for a residential property and for a non residential property Delinquent Account File Delinquent accounts are currently tracked by Folio number in a separate Excel tracking spreadsheet. CH2M HILL is in the process of updating the MAF database to include delinquency tracking fields in order to keep all payment and customer information in one location. Additionally, the vendor should anticipate the need for the Stormwater Management Fee Billing System Functional Requirements described in Appendix B. Required Tasks In addition to the services the vendor provides as part of their own service, the following key items specific to Radnor s needs must be provided by the vendor and addressed in the Scope of Services: Ability to produce and mail bills by January 1 every year Ability to process payments via Lockbox service and make deposits in Township stormwater fund. Payments made by check in person at the Township should be forwarded to the provider for deposit and posting The billing service must be convenient for residents Daily posting must occur Approved Township staff and the Township SPA must have access to billing and summary information at no additional cost to the Township, in order to perform for data queries, account look ups and report generation (in real time) The following reports are critical to the Finance Department, and must be included in any third party billing service: Aging Accounts receivable report Outstanding/Delinquencies to date Daily Posting Report (automatically ed) Annual payments received/owed, by property per year (Certifications) The Proposals should demonstrate an understanding of these critical issues and needs for Radnor Township through a proposed SOW that includes the following tasks at minimum: 1 Conversion of the Radnor Township Stormwater Billing Database RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 5

6 Data Conversion conversion of the MAF into the vendor s database, with corresponding troubleshooting and quality control. Any updates made on the vendor s side will need to be integrated back into the MAF that CH2M HILL maintains. Customer, Account, and Location Management This includes the creation, maintenance, and use of customer accounts, including balance transfers, deposit transfers and payment transfers. 2 Administration of the Radnor Township Stormwater Fee Bills Billing Management This includes the preparation, calculation and printing of bills as well as online access to these bills for payment by customers. Custom Reporting This includes standard and user created reports to query data. 3 Financial and Delinquency Management This includes payments, adjustments, refunds, deposits, and accounting entries A balance of incentives and penalties, payment plans, and collections. Proposal Submission Format Requirements The submitted proposal must address all categories and performance expectations within this RFP. Before submitting a proposal, vendors shall examine the specifications in order to understand all existing conditions and limitations. The vendor shall indicate in the proposal the total sum to cover the cost of all items included in the RFP. 1. Executive Summary (2 pages maximum) Provide a concise overview describing the proposed approach to completing the work and a commitment to meeting the January 1, 2016 billing deadline. Note who the project manager or point of contact will be, along with their experience performing projects of a similar nature. Specify where the services will be performed (remotely at vendor s office location vs at Township offices). Vendor should note ability to procure a performance bond if they are selected for servicing the Township. Vendor should also demonstrate the availability of a relationship or contract with loss control consultants. 2. Description of Organization and Qualifications (3 pages maximum) Provide a description of the major business functions, history and structure of the organization. Include a profile of the office location, staff and services that will be assigned to the Township s account. Specify the number of years the vendor has been in the public sector software business. Provide a brief statement of the company s background demonstrating longevity and financial stability. Provide any other additional information on the qualifications to perform this work. 3. Experience on Similar Projects (5 pages maximum) Provide summaries or brief descriptions of a minimum of three projects performed which are most related to the requirements of this project. Limit descriptions to those most relevant to this project and most representative of the vendor s capabilities. Client references must be for services provided within the last two years, including anyone currently going through the implementation process. Include the name of the client and a contact person, date of service, and custom features or extensive report capabilities. Additionally, vendor should provide brief list of current clients using vendor services. 4. Detailed Scope (5 pages maximum) RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 6

7 Describe how the vendor will meet all of the functionality requirements listed in this proposal including Appendix B. Provide a schedule listing out major milestones in the project leading up to the mailing of bills no later than January 1, Warranty and Post Implementation Support (1 page maximum) The vendor must warranty timely response and remediation of technical problems. If there is a system failure or other problem, the Township needs to be assured that the vendor shall respond immediately to correct problems so that the service is not disrupted in any way. 6. Pricing (2 pages maximum) Provide pricing of all costs to fully implement the successful operation of the proposed stormwater fee billing system. Itemize the cost to separate out the components, including data conversion, system charges, billing statement set up and formatting, lock box, printing, and any other anticipated costs. Differentiate between one time set up fees, versus ongoing or annual fees. Proposal Evaluation and Selection CH2M HILL and the Township will review submitted proposals and determine those that are most qualified; they will select a vendor who in its sole judgment, best suits the current and future needs of the Township. Basic eligibility requirements include the following items: Must have a history of working with municipalities and local government entities Vendor must not have any conflicts of interest with the Township. Each vendor should provide a list identifying any existing or potential conflicts of interest. Ability to comply with all statutory requirements pertaining to processing public information and records The evaluation criteria will be weighted based on the core functionality of the service, as well as any other criteria the Township deems necessary and appropriate to assisting its selection process. The primary criteria for selection include the following: 1. Understanding of the work required by the Township. 2. Quality, clarity, and responsiveness of the proposal. 3. Demonstrated competence and professional qualifications necessary for successfully performing the work required by the Township. 4. Recent relevant experience in successfully performing similar services in Pennsylvania municipalities or its adjacent states. 5. Satisfying the core functionality needs of the Township; a. Customer self service and paperless billing b. Simplified stormwater billing process c. System integration with banking and finance ERP systems 6. Background and related experience of the specific individuals to be assigned to this project. 7. Fee structure and cost effectiveness of the proposal. 8. References. RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 7

8 CH2M HILL and the Township may short list two or more vendors to further evaluate using the criteria identified above. Additional discovery may be performed to assist in selecting the short list vendors. The short list vendors will be contacted regarding their status as short listed vendors. CH2M HILL and the Township may further evaluate short listed vendor s solutions by utilizing brief phone interviews (in person if possible) to allow the vendor to respond to additional questions regarding their proposal. As reflected above, contract award will not be based solely on price, but on a combination of factors as determined to be in the best interest of the Township. After evaluating the proposals and discussing further with the finalists or the tentatively selected vendor, CH2M HILL and the Township reserve the right to further negotiate the proposed work and/or method and amount of compensation. Any misrepresentations made by proposed vendors will disqualify them from selection by the Township. RADNORTWP_SWFEEBILLINGRFP_FINAL_ DOCX 8

9 Appendix A: Stormwater Fee Billing Needs Assessment Technical Memorandum APPENDIX A A 1

10 Stormwater Fee Billing Needs Assessment PREPARED FOR: COPY TO: PREPARED BY: Radnor Township File CH2MHILL DATE: July 27, 2015 PROJECT NUMBER: REVISION NO.: Version 3 Final for Delivery Purpose The purpose of this memorandum is to document Radnor Township s billing process for the stormwater fee, and to document and prioritize the needs associated with upgrading to a third party vendor for stormwater fee billings. Background and Understanding Radnor Township has an aging stormwater infrastructure with high maintenance needs, flooding issues, unfunded regulatory requirements for water quality enhancements, and has enacted a stormwater fee to be charged to all property owners as a mechanism to fund an annual stormwater program of $1 million. The annual stormwater fee was instituted via Ordinance First bills were sent to property owners and collection began January There is no plan for stormwater bills to be combined with any other township fees/utility bills, and the annual submittal of bills in January works well with the Finance Department s overall collection schedule. Stormwater Rate Structure Radnor Township properties are classified into one of two categories: Single Family Residential (SFR): single family detached homes, attached homes, townhouses; or duplexes and row homes; or Other Developed Property (ODP): All developed properties other than single family residential properties, including, but not limited to multi family properties such as apartment or condominium complexes and common areas associated with such uses, and commercial, institutional, governmental and industrial parcels. The billing unit is the measure by which properties are assessed the stormwater fee. Radnor Township s stormwater rate has been set at $29.00 per billing unit. There are over 6,660 SFR properties, which are assigned into 1 of 4 tiers based on lot size. A tier represents the square footage of the lot. See Table 1 for a summary of the SFR tiers, billing units, and associated annual fees. APPENDIX A A 2

11 Table 1. Summary of SFR Tiers, Billing Units, and Annual Fee. Tier (Lot Area, SF) Billing Unit Annual Fee ($29/Unit) 0 7,000 1 $29 7,000 20,000 2 $58 20,000 43,560 3 $87 > 43,560 4 $116 For the approximately 1,920 ODPs, the number of billing units associated with a property is a function of the impervious surface that exists within the parcel boundary. The Billing Units for ODP properties was based upon the median amount of impervious surface (1 Billing unit/1,500 SF of impervious area) associated with the first SFR tier. All ODPs are billed for stormwater at a rate of one billing unit per 1,500 SF of impervious area. Data management Stormwater accounts are currently managed in an Excel based worksheet, called the Master Account File (MAF). The MAF tracks each account according to its Folio number, and is based on parcel data provided by Delaware County. The MAF has not been updated since the original consultants created it in Parcel additions, ownership changes, changes in impervious area, appeals and delinquencies have not been comprehensively addressed, mostly because the process was undefined, but also because the township had planned to hire a Stormwater Program Administrator (SPA) in In April 2015, Daniel Wible of CH2M and his firm were hired to perform the SPA duties. Working in this capacity, CH2M is leading efforts to define the data management processes related to stormwater billing. Current Billing Process Bills are sent to approximately 8,500 properties on or around January 1. Currently, customers have the option to pay online via credit card or in person with cash, check, or credit card. Approximately 90% of payments are made by check mailed to a lockbox, 8% are credit card payments, and 2% are paid in person at the Township. While the current process permits all 3 payment methods to be made at the Township, the Township has determined that only payments made by check will be permitted at the Township for future billing cycles (2016 and beyond). This may have implications for the selection of an alternate billing system. Bills are prepared by Radnor Township using SunGard s software, using the MAF that the Finance Department provides them in December of each year. SunGard customized their software billing system to be able to incorporate the data found in the MAF.. The Township prepares and prints the bills in house, and then ships them to a 3rd party mail house for folding, stuffing, and postage service/mailing of bills to property owners. Radnor Township s bank (TD Bank) provides a lockbox service to process the payments. The service scans the checks and processes the payment by depositing into the stormwater account, but the service does not post payments to the account. This is a significant deficiency with the current process, since posting payments requires a considerable amount of time by Township staff. A daily batch file is ed to Township Finance Department staff Amy Lacey, who posts to the account in SunGard. Amy then exports APPENDIX A A 3

12 data from SunGard and uses the information in a customized tracking tool created in Excel to track payments and delinquent accounts. Delinquent Accounts In 2014, there were 200 delinquent accounts totaling approximately $11,500 and in 2015 there are 1,062 delinquencies totaling approximately $67,000. Of the total $78,500 outstanding, approximately $8,200 is comprised of late fees Delinquency Summary (200 delinquent accounts totaling $11,518) 101 accounts owe $20 or less 28 accounts owe between $20 and $50 71 accounts owe $50 or greater, with the highest amount owed $1,860 The top 5 delinquent accounts owe a combined amount of $3, Delinquency Summary (1,062 delinquent accounts totaling $67,018) 476 accounts owe $20 or less between $20 and $ accounts owe between $20 and $ accounts owe $50 or greater, with the highest amount owed $3,328 The top 5 delinquent accounts owe a combined amount of $10,789 Radnor Township sends reminder notices every 2 months which results in additional collections. After one year, unpaid or delinquent payments can be liened in order to collect funds. Currently there is no policy that determines what delinquency amount or threshold triggers the lien process. Additionally, Township staff prefers to exhaust all options prior to enacting a lien on a property for a delinquent stormwater fee account. For these reasons, no properties have been liened as of yet. Appeals Examples of common appeals include incorrect ownership records provided by the County, one owner receiving duplicate bills, or incorrect addresses. There are approximately 20 outstanding appeals that the SPA is working to resolve in coordination with the Director of Public Works. Township staff track appeals and any adjustments made based on the results of appeals in a separate excel file listing adjustments made. Recommendations Currently, the administrative demands on managing the stormwater billing and tracking process are challenging for the Financial Department staff on top of their existing workload/duties. Delinquent accounts are in need of collection, appeal requests need review and recommendations by the SPA, and impervious area for ODPs that have redeveloped and added impervious area need to be updated so that appropriate funds can be collected. For these reasons, it is recommended that an outside third party billing service be sought and retained for 2016 billing cycle. A third party billing service is a completely web based cloud software system that township staff can access from any computer with an Internet connection. There are no capital costs or hardware needs to contract with a vendor providing this service. Vendors provide an additional benefit of discounted printing rates, and can also manage the distribution of bills to property owners. Third party billing service providers can accept online payments with e checks and credit cards. Third party billing services provide extensive reporting options based on real time data. The SPA and the Township will manage and keep current all data necessary to calculate stormwater charges for the bills in the MAF, which is uploaded into the customized billing database information management system. These services typically include the ability for customers to receive paperless billing, on line APPENDIX A A 4

13 account access to view account balance, payment and bill history, and the ability to pay online using credit cards, ACH or automatic debit. By using a third party vendor to manage the billing distribution and collection task, no new staff would need to be hired to focus solely on the billing component, and existing staff would be freed up to manage their pre stormwater billing workload. The third party billing service provider must meet the following criteria specific to Radnor s needs: 1. Ability to produce and mail bills by January 1 every year 2. Ability to process payments via Lockbox and make deposits in Township stormwater fund 3. Payments made by check in person at the Township should be forwarded to the provider for deposit and posting 4. The service must be convenient for residents 5. Daily posting must occur 6. Approved Township staff must have access to information in order to perform for data queries, account look ups and report generation (in real time) The following reports are critical to the Finance Department, and must be included in any third party billing service. 1. Aging Accounts receivable report 2. Outstanding/Delinquencies to date 3. Daily Posting Report (automatically ed) 4. Annual payments received/owed, by property per year (Certifications) APPENDIX A A 5

14 Appendix B: Stormwater Management Fee Billing System Functional Requirements APPENDIX B B 1

15 General Functionality a. Supports one administrator, and up to five remote, query only users, i.e. Radnor and CH2M HILL. b. Provides customer support for billing questions at a minimum from 8:30 a.m. to 5:30 p.m. (Eastern Time) Monday through Friday. c. Interfaces to general ledger, remittance processing software, parcel inventory, and mapping and web application. Customer Account and Location Management a. Support an unlimited number of billing accounts. b. Ability to define, add, change and delete an unlimited number of account types, which will occur in the MAF Database and be provided to the vendor annually prior to the January 1 billing date. c. Ability to query an account based on various search criteria such as customer name, account number, phone number, parcel number, address, etc. d. Provides summary and detail level inquiry of customer records. e. Accommodates new customers at an existing service change of address through an automated transfer function that s the Stormwater Administrator for approval prior to updating the billing file. f. Ability to transfer customer balance, deposits, and other occupant related information to a new account when a customer transfers to a new service address. g. Provides a CASS certification process to insure and maintain accurate postal information. h. Ability to track information through system by customer. Ability to view all accounts that customer has had and current status of accounts. i. Ability to track an unlimited number of user defined events on an account (i.e. delinquent notices, etc.). j. Ability to display account information via secure online web application. k. Ability to track information through the system by contact name or property address or folio (billing ID) number. Ability to see all accounts at a given property (current and prior) and be able to view all accounts associated with a customer. Rates and Fees Management a. Ability to define, add, change, and delete an unlimited number of rate code types and amounts. b. Ability to apply a credit to the corresponding bill prior to issuing it. c. Ability to define an effective date for rate tables and prorate charges based on the effective date. d. Ability to enter stop and start dates for individual fees on an account. Billing Management a. Supports a single cycle (annual) billing system yet flexible enough to adapt to a multi year billing system should the need arise. APPENDIX B B 2

16 b. Provides a complete or exception only billing pre list for review prior to bill printing. c. Maintains a file of comments for inclusion on bills or reminder notices. d. Provides user defined free form message on bills. e. Bill includes billing date, account number, service period, balance forward, amount due, due date, etc. f. Generates a return stub so that receipts can be read with an optical character reader, scanning the account and amount. g. Ability to view and reprint a past bill at any time. h. Produces final notices. i. Ability to produce statements for customers with multiple accounts. j. Ability to sort bills by zip plus four to take advantage of postage discounts. k. Ability to export bills to a file for 3rd party printing. l. Ability to prorate bills for new and closed accounts. m. Calculates final bills during any cycle based on the internal issuance of a turn off service order or closing a customer account. n. Ability to not print a paper bill and the bill to the customer. Financial Management a. Allows positive or negative transaction adjustments with a complete audit trail. b. System automatically generates the appropriate journal entries for internal accounts. c. Provides automatic allocation of payments to billed service with ability to adjust or override the default distribution. d. Accepts over payment or credit adjustment with amount maintained as unapplied credit balance or be applied to the next service bill. e. Provides complete audit trail of payments processed for reconciliation prior to general ledger cash posting. f. Ability to generate a counter invoice detailing charges and balance due. g. Ability to import payment records from bank website and remittance processing software. h. Ability to accept full, over, partial, and pre payments. i. Provision for data entry correction of any distribution errors. j. Provide for auto pay option for customers to pay from customer s bank account or credit card. k. Ability to scan payment information directly into the system using a bar code or OCR scanner. l. Ability to support payment arrangements for customers to schedule payments for outstanding balances. m. Ability to display transaction history including bills, receipts adjustments, credits and refunds for an account. APPENDIX B B 3

17 n. Ability to display details of transaction and drill down to transaction. o. Accepts only one deposit per customer account. p. Ability to automatically apply deposits to a final bill or an account that has been in good standing for a user defined period of time. q. Ability to automate the credit/refund process by batch. r. Ability to automatically apply deposits to the correct revenue account. s. Ability to display account transaction history via web application. t. Ability to pay outstanding balances or set up automatic payment from credit card or checking account via web application. Delinquency Management a. Ability to age accounts in 30, 60, 90 and 120 day increments. b. Ability to automatically add late penalties or interest to delinquent accounts according to a flexible rate structure determined by the user. c. Ability to produce delinquent bills for customers that have already received a final bill but continue to maintain an unpaid balance. d. Automated special payment arrangements allowing customer to pay amount due over time. e. Allows selected accounts to be flagged as exempt from receiving past due notices. f. Processes accounts for write off and collection. Reporting a. Includes standard financial, operational, service work order reports and audit trails. b. Includes end user reporting tool to create reports based on any field combination or partial field within the billing system. c. Ability to export reports to Microsoft Excel and Word. d. Ability to generate a list of accounts, customers, or meters based on user defined selection criteria. e. Ability to generate analysis reports with user defined parameters with flexible selection criteria and grouping options. APPENDIX B B 4