The functions to be performed by the winning bidder(s) fall into the three following categories:

Transcription

1 Request for Proposal Efficient Products Program Services Incentive Fulfillment & Program Support RFP Release Date: 8/11/2017 Bidder Questions Due: 8/18/2017 Answers Posted: 8/24/2017 Proposals Due: 9/6/2017 Summary What the RFP seeks Efficiency Vermont is requesting proposals from organizations to provide services as part of its Efficient Products programs. This is a comprehensive RFP that outlines all of the tasks which Efficiency Vermont seeks to contract with an organization or organizations to perform. Bidders are not expected or required to be able to perform all tasks listed in this RFP, but are encouraged to bid on as many tasks as they are able to perform as part of their proposal. Efficiency Vermont will award contracts to a bidder or a combination of bidders that enable Efficiency Vermont to be able to meet its program goals in the most effective manner. The functions to be performed by the winning bidder(s) fall into the three following categories: 1. Incentive fulfillment services The Contractor will provide incentive fulfillment services for downstream, midstream, and upstream incentive programs. The Contractor remits payments to manufacturers, retailers, or customers, then submits invoices to Efficiency Vermont for reimbursement. This includes: Collecting, verifying, and tracking data for each program Managing partner and / or customer communications and payments Submitting invoices to Efficiency Vermont for reimbursement Managing customer and partner non-compliance issues Data management and reporting to Efficiency Vermont Timely payments to customers and partners 2. Program support services The Contractor will carry out its work at the manufacturer or retailer levels, ensuring that all partners have a full understanding of Efficiency Vermont Efficient Products programs, by providing information and training regarding the benefits of stocking and selling qualified efficient products. This includes, for select Efficient Products programs: Managing promotions, retailer training, and education

2 Field implementation support Retailer and manufacturer relationship management, including Vermont independent retailers 3. Market analysis services The Contractor will provide product analysis, bring forth new program opportunities, and assist with pilot initiatives as needed. This includes: Conducting shelf surveys Providing market and technology intelligence Providing EM&V support, such as research and recommendations for baselines, Bringing forth new program opportunities, pilots, and assist as requested This RFP also describes additional services that Bidders are invited to submit proposals for: Online store for customers Support for online retailers Responses to this Request for Proposals (RFP) must be delivered electronically to VEIC by 11:59 p.m. EDT on Wednesday, September 6, VEIC will not accept responses submitted after 11:59 p.m. EDT. Please submit your response electronically via to: with RFP Submittal for Efficiency Vermont Efficient Products Proposal in the subject line. VEIC will respond to individual questions regarding this RFP only as follows: VEIC will receive questions regarding requirements and scope of work up to 11:59 p.m. EDT Friday, August 18, 2017, via only, to with RFP Efficiency Vermont Efficient Products RFP Question in the subject line. When appropriate, please refer to the RFP page number and Section Heading for ease of navigation and response. VEIC will post answers on the VEIC website no later than 5:00 p.m. EDT, Thursday, August 24, VEIC will not address questions submitted after August 18, Please note that VEIC operates another Energy Efficiency Utility, the DC Sustainable Energy Utility (DCSEU) in Washington, D.C., and will be releasing a separate RFP for related tasks to be performed for the DCSEU at approximately the same time as releasing this RFP. Bidders are encouraged to review both RFPs and to include in their response(s) any efficiency or benefit they may be able to provide if awarded contracts under both RFPs, such as discounted pricing or shared resources for performing certain tasks. Background Efficiency Vermont is operated by Vermont Energy Investment Corporation ( VEIC ) as an Energy Efficiency Utility under an Order of Appointment by the Vermont Public Utility Commission. Efficiency 2

3 Vermont was created by the Vermont Legislature and the Vermont Public Utility Commission to help all Vermonters reduce energy costs, strengthen the economy, and protect Vermont s environment. Program Overview The goal of Efficiency Vermont s Efficient Products program is to transform Vermont markets to ensure qualified, efficient products are affordable, accessible, and the product of choice for Vermont s customers. Efficiency Vermont s Efficient Products program contributes significantly to Efficiency Vermont s ability to offer practical and easy ways for Vermonters to reduce their energy use. The objectives of the program are 1.) To incentivize manufacturers and / or retailers to stock, display, and promote qualified energy-efficient products to their customers, and 2.) To motivate customers to purchase efficient products through incentives, education, and product choice. Efficiency Vermont s Efficient Products program currently leverages three different service delivery mechanisms: Delivery Mechanism Channel Examples Program Upstream Manufacturers Sales incentives, buydowns, markdowns Consumer Electronics Business to Business Program, Advanced Power Strips Program, Lighting Program Midstream Retailers Buy-downs, markdowns, sales incentives, instant (instore coupons) Consumer Electronics Retail Program, Lighting Program, Advanced Power Strips Program, ENERGY STAR Retail Products Platform Downstream Customers Rebates Downstream Rebate Program Currently Efficiency Vermont s upstream and midstream programs are established with participating manufacturers and retailers through a competitive bidding process where joint proposals are submitted. Participation agreements with Efficiency Vermont detail the terms of their participation. Downstream programs are administered through rebate forms that act as customer agreements. Current initiatives in Efficiency Vermont s 2017 Efficient Products program include: 1. Markdowns and Buy-downs For markdown programs, Efficiency Vermont pays manufacturers or retailers to reduce the final cost of qualified products. Incentives must be passed along in full to the end-customer and are reimbursed by Efficiency Vermont upon the receipt of sales data. For buy-down programs, Efficiency Vermont pays manufacturers or retailers to ship and stock reduced-cost products. Products must be sold or distributed in accordance with existing agreements with Efficiency Vermont. Qualified products in this program currently include: advanced power strips, lamps, and light fixtures. 3

4 2. Instant Coupons Efficiency Vermont provides participating retailers with paper-based coupons for customers to redeem in order to instantly reduce the price of qualified products. Retailers then send batches of coupons to the Contractor for reimbursement. Qualified products in this program currently include: advanced power strips, lamps, and light fixtures. 3. Downstream Rebate Program Customers who purchase a qualified product may submit for a downstream rebate. Rebate forms can be found at retail locations selling qualified products, requested from Efficiency Vermont, or submitted online through Efficiency Vermont s online rebate center or any other proposed rebate submission process methodology. Qualified products in this program currently include: clothes washers, clothes dryers, refrigerators, dehumidifiers, heat pump water heaters, pool pumps, and smart thermostats. 4. Consumer Electronics Programs The Efficiency Vermont Consumer Electronics programs include upstream and midstream promotions of qualified electronics through monetary per-unit incentives at the manufacturer or retailer level. 4.1 Consumer Electronics Retail Program Efficiency Vermont pays midstream incentives to consumer electronics retailers to influence the number of energy-efficient products stocked, displayed, and advertised in retail chain stores and independent retailers in Vermont. Retailers are paid the incentives upon the receipt of sales data. Qualified products in this program currently include: televisions. 4.2 Consumer Electronics Business to Business Program Efficiency Vermont pays incentives to original equipment manufacturers (OEMs) of consumer electronics. This program promotes the sale of qualified electronics through existing sales channels, including but not limited to telephone or online, to Vermont businesses who purchase directly from the OEMs. Qualified products in this program currently include: servers, desktops. While the descriptions above represent current program models and the included products, Efficiency Vermont is currently and continuously evaluating the service delivery mechanism for all products and may move new and existing products into different service delivery methods in order to bring the best products and services to our customers. 4

5 5. ENERGY STAR Retail Products Platform (RPP) Pilot Program Efficiency Vermont is currently a participating Utility Sponsor for the ENERGY STAR Retail Products Platform pilot. This program collects full category sales data for participating product categories and pays midstream incentives to participating retailers for the sale of qualified products as part of a national effort to influence market transformation. Qualified products in this program currently include: room air conditioners, air purifiers, freezers, soundbars, clothes dryers, clothes washers, refrigerators. Requirements Bidders may respond to some, or all, of the required tasks. Bidders must describe how they will meet the requirements for each task they are responding to, including the time required for them to fulfill the tasks from start to finish where relevant and describing their processes and abilities to fulfill said requirements. The requirements below detail tasks for the services that Efficiency Vermont is seeking for the Efficient Products program. Other requirements included below may be for activities that support a specific service or are applicable across the services. I. Incentive Fulfillment Services The Contractor will provide incentive payment processing services to support Efficiency Vermont s Efficient Products program initiatives. Services include processing requests and paying incentives to: 1.) Retailers that submit redeemed coupons, 2.) Manufacturers and / or retailers for upstream and / or midstream programs (including, but not limited to programs such as markdown, buy-down, RPP or promotions sales incentives (aka SPIFFs)), and 3.) Customers for online or mail-in rebate requests. As the products market is rapidly changing, Efficiency Vermont is looking for a contractor that can accommodate new program requests in an easy and timely manner. Please outline how you can accommodate new products, service delivery mechanisms, or program approaches within Efficiency Vermont s timelines in your submission. Task 1. Process partner submissions The Contractor is responsible for processing and verifying incentive request submissions from partners participating in Efficiency Vermont s Efficient Products programs, specifically: A. Collecting and tracking documentation necessary to verify requests for reimbursement from manufacturers and retailers, such as product invoices, bills of lading, shipping invoices, and sales data. B. Verifying that manufacturers are shipping approved products, in agreed-upon quantities, to the correct (store) locations, in the agreed-upon time period per Efficiency Vermont s qualified products lists and executed participation agreements. 5

6 C. Verify that retailers are selling approved products, in agreed-upon quantities, per the qualified products lists and executed participation agreements. Task 2. Process customer mail-in or online rebate applications The Contractor is responsible for processing and verifying downstream rebate applications, specifically: A. Receiving completed mail-in or online rebate forms and associated documentation from customers for purchases of qualified energy-efficient products. B. Verifying that the applicant meets Efficiency Vermont program criteria for eligibility. C. Verifying that the product is an eligible product listed on the Qualified Products List. D. Automatically sending notifications to customers that their applications have been received and when the status changes (e.g. from received to pending to approved to paid). E. Disbursing approved incentive payments to customers in a timely manner. Task 3. Provide downstream Efficiency Vermont online rebate center portal for customers Currently, online rebates are hosted through an iframe on the Efficiency Vermont website. Efficiency Vermont is seeking to improve our customer experience and make rebate submissions as customer friendly as possible. Please submit proposals that take customer ease of use into consideration. Please describe opportunities for other methods of electronic submissions such as smart phone apps or widgets. The Contractor is responsible for processing requests that are electronically submitted, tracked, managed, and fulfilled, specifically: A. Following Efficiency Vermont s branding guidelines. B. Deploying the platform via Efficiency Vermont s required specifications, located on the Efficiency Vermont website, and providing the necessary integration on Efficiency Vermont's webpage. C. Providing the ability for customers to self-validate eligibility, receive verifications, view FAQs and helpful links, and receive status updates. D. Allowing customer to submit all required documentation via the portal. E. Providing an alternate method for customers to submit missing information or required documentation. F. Complying with relevant ADA guidelines. G. Efficiency Vermont may elect to host the rebate forms on the Efficiency Vermont website through its content management system ( CMS ). a. In this event, the data necessary for the Contractor to process the incentive request would be sent to the Contractor via API or other secure file transfer protocol upon completion of a rebate submission. 6

7 Task 4. Address non-compliant applications The Contractor is responsible for addressing applications and related required documentation that do not meet program criteria, specifically: A. Implementing policies and procedures for addressing non-compliant applications (NCAs) and incentive reimbursement requests. B. Providing timely communications to customers or partners with clear and concise explanations as to why their incentive applications or incentive reimbursement requests cannot be processed. C. Outlining steps for customers or partners to take to resolve their NCAs or incentive reimbursement requests so they may be approved and paid. D. Providing to Efficiency Vermont an aging report that includes quantity and status of resolving non-compliant applications and incentive reimbursement requests. Task 5. Make payments to customers and / or partners The Contractor is responsible for making accurate payments to customers, manufacturers, and retailers and for ensuring that incentive checks are sent on a timely basis, specifically: A. Pre-funding incentive checks to customers, manufacturers, and retailers so that incentive payments may be disbursed as soon as rebates are processed. B. Sending customers and partners personalized checks with the Efficiency Vermont logo and a brief customized message approved by Efficiency Vermont. C. Only paying incentives for eligible products sold through participating partners during active promotional periods. Uphold program limits and requirements, ensuring that sales are not double-reported, and that customers do not receive a rebate on an already rebated product. D. Making timely payments to customers and / or partners. E. For payments to manufacturers and retailers, making payments within the established parameters set forth in the partners respective agreement. F. Accommodating requests for electronic payments (direct deposit). Task 6: Create invoices to submit to Efficiency Vermont for reimbursement The Contractor will create and submit invoices semi-monthly to Efficiency Vermont for reimbursement, specifically: A. Creating invoices and reports based on unique requirements of Efficiency Vermont programs. B. For customer rebate transactions, batching rebates and invoicing Efficiency Vermont twice monthly. C. Applying a zip code allocation to retailer/manufacturer sales submissions where customer zip code is not collected. D. Submitting detailed and summary reports and data files with each invoice, tying payment requests to identified transactions. Reports must contain customer-specific and aggregate data. E. Delivering billing reports electronically to Efficiency Vermont in agreed-upon formats via a secure file transfer protocol (SFTP). 7

8 Task 7: Escheatment Practices The Contractor is responsible for processing uncashed or returned checks, specifically: A. Attempting to contact the recipient based on available contact information within four months of issue date if the customer has not cashed or deposited an incentive check. B. For mailed checks that are returned, researching the original application and / or Efficiency Vermont-provided customer files to ensure the mailing address is correct. C. If still unresolved, notifying Efficiency Vermont with sufficient information for Efficiency Vermont to attempt to contact the recipient and resolve the issue. D. If Contractor is not successful in reaching the recipient and the check remains un-cashed, Contractor will escheat the funds to the state in which the payee resides, in accordance with the unclaimed property laws of such state. E. Providing monthly reports of uncashed or returned checks to Efficiency Vermont. II. Program Support Services Efficiency Vermont manages the majority of its Efficient Products programs and promotions internally. However, Efficiency Vermont is seeking the ability to leverage contractors where appropriate to support these efforts as needed. For those programs that require support, the Contractor will provide program support services, including: 1. Implementation support for the operations of Efficiency Vermont s Efficient Products programs, when requested 2. Relationship management with key stakeholders and partners (i.e. manufacturers, retail chains, and independent stores) 3. Promotion, training, and education about qualified energy efficient products Managing Existing & New Programs Task 8: Managing participation agreements with retailers For development and execution of participation agreements for retailer participation in Efficiency Vermont s Efficient Products programs, the Contractor either 1.) Supports Efficiency Vermont staff in the creation or execution by Efficiency Vermont, and / or 2.) Directly manages the creation and execution of participation agreements, with the option to also do the same for Vermont s independent retailers, specifically: A. Contributing to and coordinating with Efficiency Vermont in the development and execution of formal solicitations for proposals (RFPs) as requested. B. Ensuring that the resulting participation agreements detail retailer responsibilities for promoting the qualified products in their stores, including displaying these products more prominently, meeting participation targets, and providing customer promotions and education. 8

9 C. Sending drafts to Efficiency Vermont for review and approval when negotiations are requested by retailers. D. Sending final copies of signed participation agreements to Efficiency Vermont. Current programs include: Consumer Electronics. Task 9. Managing participation agreements with manufacturers For management and coordination of participation agreements for manufacturer participation in Efficiency Vermont s Efficient Products programs, the Contractor either 1.) Supports Efficiency Vermont staff in the creation of agreements, and / or 2.) Directly contract with participating manufacturers: A. Contributing to and coordinating with Efficiency Vermont in the development and execution of formal solicitations for proposals (RFPs) as requested. B. Ensuring that the resulting participation agreements detail manufacturer responsibilities for promoting the qualified products. C. Sending drafts of participation agreements to Efficiency Vermont for review and approval when negotiations are requested by manufacturers. D. Sending final copies of signed participation agreements to Efficiency Vermont. Current programs include: Consumer Electronics. Task 10. Recruit new partners For select programs, the Contractor is responsible for employing targeted efforts to identify and recruit regionally-based and independent Vermont retailers and manufacturers to participate in the programs, specifically: A. Outreach to potential new retailers and manufacturers, with Efficiency Vermont approval. B. Utilizing existing relationships with industry stakeholders and familiarity with the New England marketplace to identify potential new retail and manufacturing partners to participate in Efficiency Vermont s Efficient Products programs. C. Applying knowledge of Vermont s demographics in recruiting and enrolling new retail locations. D. Provide recommendations to Efficiency Vermont for new online program opportunities Current programs include: Consumer Electronics, Markdowns/Buy-downs, Instant Coupons, Downstream Rebates. Education and Marketing Task 11. Efficiency Vermont Field Staff Support Efficiency Vermont has dedicated field staff with extensive experience in supporting retail partner stores. Efficiency Vermont field staff currently provide: Training for store managers and staff about the details of promotions. Explanation of participation agreements and obtaining retailer signatures on these documents. Energy efficient product knowledge training for store staff. 9

10 Distribution and placement of in-store education materials such as point-of-purchase (POP) materials. Product merchandising assistance. The Contractor will provide field implementation support to Efficiency Vermont staff for the operation of Efficiency Vermont's programs on an as needed basis: A. Support Efficiency Vermont field staff visits to each participating retail location. B. Leverage relationships with manufacturers, trade associations, and other industry allies to provide additional training options for Efficiency Vermont field staff. Current programs include: Consumer Electronics, Markdowns/Buy-downs, Instant Coupon, Downstream Rebates, Retail Products Platform. Task 12. Promotional and outreach events Outreach events promoting efficient products occur throughout Vermont. Examples of outreach events include: 1.) Community-wide events such as state and local fairs, farmers markets, art and craft shows, and events at local community centers and schools, and 2.) Educational events at retail stores. On an as-needed basis Efficiency Vermont would like to call upon the Contractor to support promotion and outreach events. The Contractor is responsible for working with Efficiency Vermont to coordinate promotional events: A. Coordinating program promotion at outreach events. B. Using program materials and approaches for encouraging customer participation. C. Provide insight to Efficiency Vermont to strategize more effective ways to gain retailer acceptance of in-store events during the next program term. D. Engaging with participating partners at the appropriate corporate level in developing mutually-acceptable promotional programs. E. Providing events/program opportunities to leverage products such as pop-up shops, employee engagement, or other promotions. F. Ensuring product availability and point of-purchase displays are properly positioned during promotional events. Current programs include: Consumer Electronics, Markdowns/Buy-downs, Instant Coupon, Downstream Rebates. Task 13. Retail partner education and training Efficiency Vermont would like to call upon the Contractor to support partner training on an as-needed basis. The Contractor may be responsible for: A. Educating retailers and manufacturers about the customer benefits of energy efficient products and ENERGY STAR. 10

11 B. Providing training to sales staff at participating retail stores. C. Training topics could include: a. Customer benefits of energy-efficient products b. Customer service best practices c. Efficient Products programs incentive offerings d. Creating successful promotions e. Getting the most out of point-of-purchase (POP) materials Current programs include: Consumer Electronics, Markdowns/Buy-downs, Instant Coupon Downstream Rebates, Retail Products Platform. Program Support Task 14. Promote Efficiency Vermont Efficient Products programs to retail and manufacturer partners The Contractor is responsible for promoting qualified, energy efficient products and Efficiency Vermont programs to manufacturers and retailers in Vermont for select programs, specifically: A. Raising awareness of available incentives across Vermont. B. Assisting retailers in identifying product models in existing inventories that meet program eligibility specifications. C. Working with retail partners to identify and deploy unique and innovative tools to motivate sales staff to promote the most efficient product lines to customers. D. Leveraging utility and partner relationships to support Efficiency Vermont programs and regional and national collaboration. E. Leveraging relationships with manufacturers to promote Efficiency Vermont rebate programs, collaborate on promotional opportunities, and obtaining the latest information on new product offerings. F. Determining how manufacturers are using Efficiency Vermont incentives, for example by analyzing sales collateral or product development. Current programs include: Consumer Electronics, Markdowns/Buy-downs, Instant Coupon, Downstream Rebates. Task 15. Regional and National Support The Contractor is responsible for participating in regional and national forums, specifically: A. Bringing regional concerns and issues to the national level on behalf of Efficiency Vermont under Efficiency Vermont s specific direction. B. Actively identifying opportunities to advocate for Efficiency Vermont in support of regional concerns and national ENERGY STAR programs. 11

12 C. Participating in conferences, meetings, panel discussions, program studies, white papers, and presentations that effectively highlight the successes, innovations and leadership of VEIC and Efficiency Vermont D. Preparing reports for Efficiency Vermont detailing information learned that is relevant to Efficiency Vermont s programs including relevant contact information. Current programs include: Consumer Electronics, Markdowns/Buy-downs, Instant Coupon, Downstream Rebates, Retail Products Platform Product Management Task 16. New products and programs The Contractor is responsible for closely monitoring the market and the program, using real-market data and the Contractors program experience, to ensure program responsiveness to market conditions. The Contractor is also responsible for recommending new products or technologies, specifically: A. Proposing and / or supporting Efficiency Vermont's analysis of potential new programs or implementation models. B. Monitoring market trends and efficiency programs across the country that might be useful for future Efficiency Vermont promotions and regularly communicate them to Efficiency Vermont. III. Market Analysis Services The Contractor will provide market analysis services in support of Efficiency Vermont s Efficient Products program initiatives. Market analysis services include: Store surveys Market and technology intelligence EM&V Support Programs include: All programs- existing and potential future programs Task 17. Conduct store surveys Efficiency Vermont conducts annual in-store sales floor surveys, which measure and report retail prices and display comparison data of non-efficient products with energy-efficient products promoted by Efficiency Vermont s Efficient Products program. The Contractor will be responsible for performing annual store surveys, specifically: A. Confirming products to be surveyed and performance indicators with Efficiency Vermont prior to commencing surveys. B. Collecting price and display data for products determined by Efficiency Vermont. Data to be collected includes, but is not limited to: a. Partner contact information b. Types of products stocked by retailers 12

13 c. Model numbers d. Number of products displayed e. Retail prices C. Using statistical sampling, with a minimum of thirty stores for each survey, to conduct product analysis. D. Surveying all efficient and non-efficient products for ENERGY STAR certification, pricing trends, presence of information materials, percent of display space, model type, and presence of POP materials. E. Survey stores as part of the RPP efforts. Task 18. Survey Results The Contractor is responsible for delivering survey results to Efficiency Vermont, specifically: A. Delivering two reports annually within two months of survey: a. Appliance and consumer electronics survey deliver in the fall of each year b. Lighting, smart thermostats, and smart home survey deliver at the end of each calendar year. B. Describing the results of the in-store surveys and program partner display practices, pricing information, and market transformation. C. Including Efficiency Vermont program-specific information and regional data for comparison. D. Reporting relevant conversations with retail partners to Efficiency Vermont. E. Indicating percentage of ENERGY STAR-certified products in the display space. Task 19. Survey Quality Assurance The Contractor is responsible for conducting quality assurance checks to ensure accuracy and compliance, specifically: A. Including procedures for collecting and reporting energy efficient products survey data. B. Including procedures for ensuring the integrity of program data and reporting. C. Including detailed guidance for implementing QA field activities, including procedures and frequencies for spot-checking retailers for compliance with POP displays and Efficiency Vermont program guidelines. D. Preparing annual reports that provide a recap of activities completed in the previous year, trending analysis across years (when available), as well as discussion and analysis of market trends. Task 20. Market transformation analysis The Contractor is responsible for conducting interviews with retailers participating in the RPP to inform market transformation analysis, specifically: A. Conducting brief interviews with retailer merchants, marketers, and staff members associated with the program. B. Conducting interviews twice annually. 13

14 C. Coordinating with retailer s staff to minimize inconvenience to the retailer s day-to-day business operations. D. Providing results and reports to Efficiency Vermont twice annually. Task 21. Market and technology intelligence The Contractor is responsible for providing industry intelligence to Efficiency Vermont, specifically: A. Utilizing network of contacts in the industry, within government, and in other energy efficiency programs to remain current on trends and advancements influencing program evaluation and measurement, as well as looking for additional opportunities. B. Providing a periodic summary and update on trends, new technologies, or any other information that will benefit and support the Efficiency Vermont program. C. Present Efficiency Vermont with new and upcoming product and program opportunities Task 22. EM&V Support Baseline Analysis and Research The Contractor is responsible for providing support to Efficiency Vermont s Evaluation Measurement & Verification (EM&V) efforts, specifically: A. Providing recommendations for appropriate energy use baselines per product type, efficient products, and calculated energy savings from the sales and use of the efficient products, compared to baseline. IV. Other Optional Services Task 23. Maintain an online store where customers can purchase products. An online store is maintained by the Contractor for customers who wish to purchase products directly from the Contractor. Products are selected by Efficiency Vermont and may or may not be discounted by Efficiency Vermont. The Contractor is responsible for maintaining their online store: A. Submit a monthly invoice to Efficiency Vermont for reimbursement of Efficiency Vermont incentives provided for products available for purchase from the online store. B. Provides backup data to Efficiency Vermont with the invoice. C. Provide list of available products twice annually for Efficiency Vermont review and potential selection for offering as part of the online store. Task 24: Support online retailers 14

15 To provide convenience to customers, and in particular rural customers, Efficiency Vermont is currently expanding the Efficient Products programs to include online retail channels (e.g. national chain websites, Amazon, etc.). In support of such efforts, the Contractor is responsible for: A. Evaluating pilot program of current online promotions and the feasibility of adding additional future online retailer(s) to the program. Qualified Product Lists (QPLs) Qualified Products Lists (QPLs) govern which products are eligible for inclusion in Efficiency Vermont s programs and include specifications for meeting program eligibility criteria. The Contractor is responsible for creation and maintenance of QPLs for each of the Efficient Products product categories (e.g. refrigerators, pool pumps, heat pump water heaters, televisions, lighting, etc.). Task 25: Develop QPLs The Contractor is responsible for developing QPLs for the duration of the program: A. Create QPLs by downloading full product listings from the ENERGY STAR website, filtering each list for redundant models and then applying a secondary filter to classify each product category by qualifying criteria level supported by the program. Contractor may also need to integrate information from other industry QPLs, such as Consortium for Energy Efficiency (CEE) or Northwest Energy Efficiency Alliance s (NEEA) Advanced Water Heater Specification. B. Add criteria and incentive levels to the list so that Efficiency Vermont staff can more easily apply point-of-purchase information to qualified products in retail locations, and retailers have a reference for qualified products and expected incentive levels. Task 26. Maintain and update QPLs The Contractor is responsible for maintaining and updating QPLs: A. Provide monthly updated draft QPLs and any applicable changes to Efficiency Vermont for product criteria determined by Efficiency Vermont. B. After review and approval by Efficiency Vermont, provide the updated QPLs to designated Efficiency Vermont staff. V. Data Management Task 27. Tracking promotion data Where applicable for specific scopes of work, the Contractor is responsible for collecting and maintaining data on each promotion: A. Tracking and reporting data on each promotion separately. B. Data collected and transferred must be in a format compatible with Efficiency Vermont s database systems. 15

16 C. Data fields are dependent on the program type and may include, but are not limited to: a. Customer name b. Installation/mailing address c. Utility account number d. Manufacturer/model number/item type e. Original purchase price/regular retail price f. Sales date or date range g. Store name/address/unique identifier h. Unique promotion identifier i. Quantity sold j. Per unit incentive amount/total incentive amount k. Additional information / comments collected on Efficiency Vermont rebate forms Task 28: Store documents digitally Documents include, but are not limited to, instant coupons, mail-in rebate applications and midstream/upstream incentive documentation (point-of-sale reports, shipping documentation, invoices, and billing packages). Where applicable for proposed scope of work, the Contractor is required to digitally store all documents: A. Electronically scanning and store all hard-copy documentation. B. Maintaining a backup set of all electronic copies. C. Storing this information for the entire term of the contract, or six (6) years from the point of the specific data collection, as directed by Efficiency Vermont. Task 29: Reporting dashboard Where applicable for the specific scope of work, the Contractor is required to provide a cloud-based dashboard reporting interface to allow Efficiency Vermont staff visibility to program and promotion data: A. Providing log-in access to the dashboard, including access for Efficiency Vermont Customer Support Representatives so that they can respond to customer rebate status inquiries. B. Including data and information such as: i. Downstream rebate submission status, whether or not rebate is non-compliant, steps needed to resolve non-compliance, and history of customer contact/interaction. ii. Pending, paid, and approved transactions. iii. Number of products incented year-to-date per program. iv. Number of products incented per participating retailer and manufacturer. v. Year-to-date program savings in comparison to the annual savings goal. D. Providing ad hoc reports upon request. Task 30: Data Security 16

17 The Contractor is responsible for the security of data: A. Following industry-standard protocols for cyber security and protection of data. B. Securely hosting utility account information provided by Efficiency Vermont. C. Maintaining a disaster recovery plan to protect and / or recover data. VI. Support Task 31. Customer service Where applicable for a specific scope of work, the Contractor will be interacting with customers and partners of Efficiency Vermont and therefore excellent customer service is of the utmost importance. The Contractor is responsible for responding directly to customers who have submitted downstream rebate requests in a manner that reflects the standards and goals of Efficiency Vermont: A. Maintaining toll free telephone line(s) and address(es) for Efficiency Vermont customers and Efficiency Vermont support staff to send questions to the Contractor. B. Providing open contact center hours that are convenient for Efficiency Vermont customers. C. Train Contractor customer service representatives (CSRs) on energy efficiency measures and products D. Providing accessibility services to those requiring accessibility services (e.g. limited English speakers, persons with disabilities, etc.). E. Conducting quality assurance of Contractor CSR team and send QA report to Efficiency Vermont on a quarterly basis. F. Responding to direct customer inquiries within in an agreed upon timeframe. Task 32: Technical support Where applicable for proposed scope of work, the Contractor is responsible for providing technical assistance for any applications or platforms made available to Efficiency Vermont, customers, and / or its partners: A. Ensuring that software applications or platforms are available to Efficiency Vermont and that end users can log in or gain access. B. Communicating in advance for any scheduled maintenance. C. Providing technical assistance during Efficiency Vermont business hours. Outside of these times, be available on call to address system and infrastructure related issues. VII. Project Management The Contractor must ensure that program processes - marketing, incentive processes, and retailer engagement - are effectively managed. Task 33. Kick-off meeting 17

18 Contractor will be required to have a kick-off meeting with Efficiency Vermont program staff, and may be required to travel to Efficiency Vermont offices for the kick-off meeting, to: A. Review goals and strategies. B. Review contract deliverables and standard operating procedures. C. If appropriate, discuss any technical needs. Task 34. Client communications The Contractor is responsible for maintaining regular communications with Efficiency Vermont to ensure that program needs are met: A. Scheduling and facilitating meetings and conference calls with Efficiency Vermont on a mutuallyagreed upon schedule. B. Updating Efficiency Vermont on activities and discuss program priorities and needs. C. Discussing program statistics or results collected by the Contractor. D. Discussing any program implementation, technical, customer, or partner issues, and any other issues that may impact program success. E. Discussing status of contract deliverables. F. Conveying new program implementation ideas to Efficiency Vermont. Task 35. Quality assurance plan The Contractor is responsible for preparing and maintaining a quality assurance plan: A. Developing, maintaining, and adhering to a set quality assurance standards. B. Ensuring that the QA standards adhere to the VEIC s Order of Appointment. Schedule / Milestones RFP released Wednesday, August 11, 2017 Bidders questions due Friday, August 18, 2017 Answers posted Thursday, August 24, 2017 RFP responses due to EVT Wednesday, September 6, 2017 Selection review period ends Tuesday, October 17, 2017 Selection and contract negotiations Wednesday, November 18, 2017 Performance period begins January 1, 2018 Final reporting Monday, December 31, 2018 Project close-out Monday, December 31, 2018 Proposal Requirements 18

19 I. Format Proposals must not exceed 25 pages of text, and must describe the Bidder s approach to each of the tasks outlined in this RFP, as applicable. Not included in the page limit are examples of prior work, corporate qualifications, proposed budgets and schedules, staff resumes, and other supporting materials. These may be submitted as appendices to the bids. II. Bidder Responses As the Efficient Products market changes rapidly we are seeking new and innovative ways to leverage our programs. Therefore Efficiency Vermont encourages bidders to propose new program approaches and ideas. III. Work Plan Bidders must submit a proposed Work Plan for providing the services described in this RFP. Alternate approaches and tasks are acceptable, but Bidders must explain how the alternative approach will meet the objectives of the program. For bidders submitting proposals covering Program Support Services, describe working relationships with retailers, manufacturers, and corporate organizations, or describe the process for establishing these relationships. IV. Subcontractors Any work that the Bidder would subcontract to others must be specified and described, including a statement of qualifications for any proposed subcontractors. V. Pricing Bidders must submit estimated costs and budget as part of their proposals. For bidders whose proposals include Incentive Fulfillment tasks, use the following criteria to provide a sample fee structure: Estimated annual number of unit sales for 2018: o Lighting: 700,000 units o Appliances: 8,000 units o Consumer electronics: 4,000 units Efficiency Vermont also requests pricing per service for adding additional services that may be requested in the future such as: Research and development New pilot program support Adding new programs or products VI. Samples Bidders should provide samples of relevant documents, lists, marketing materials, etc. 19

20 VII. Credentials Bidder must provide credentials and proof of experience of the personnel who are expected to be assigned to the project, as well as their specific project responsibilities. Bidders must discuss capability to adjust staff levels to respond to Efficiency Vermont needs. The level and timing of promotions and related supporting tasks may vary significantly throughout the contract period. VIII. References Bidders must identify at least three (3) references from clients relevant to the tasks included in their proposals. References should include a brief description of the work performed for each client, as well as a contact person (name, title, phone, and ) that can be contacted by Efficiency Vermont as part of its evaluation. IX. Proof of financial viability Bidders must demonstrate proof that they can pre-fund incentive payments to manufacturers, retailers, and customers. Bidders who are publicly traded organizations should identify their trading symbol and the exchange on which they are traded. Privately-held organizations should submit copies of the last 3 years of audited financial statements. X. Environmental and Social Justice Stewardship The mission of Vermont Energy Investment Corporation (the legal entity who runs Efficiency Vermont) is to enhance the economic, environmental, and societal benefits of clean and efficient energy use for all people. Efficiency Vermont is a leader in clean energy, advancing sustainable energy solutions for all Vermonters and promoting efficiency as a clean, cost-effective, and local fuel source. Bidders must describe experience and commitment to environmental stewardship and social justice and how their business practices further reduce the environmental impact of program implementation. XI. Contract Compliance A copy of Efficiency Vermont s standard contract terms is attached as Exhibit X to this RFP. Bidders should indicate in their proposal whether, if awarded a contract, there are any terms or conditions contained within the standard contract they would not be able to accept and if so, an explanation for such non-compliance. XII. Conflicts of Interest Bidders must disclose any relationships that might pose possible conflicts of interest, such as contracts or compensation received to represent manufacturers or retailers, and relationships to other corporations or contractors working with Efficiency Vermont programs. Evaluation Criteria Proposals that meet RFP requirements will be reviewed by Efficiency Vermont. At Efficiency Vermont s discretion, Bidders may be asked to provide an in-person presentation and address specific questions or clarifications. 20

21 Proposals will be evaluated on the following criteria: Responsiveness to RFP 30 Experience in type of work 25 Cost of services 20 Key personnel qualifications for type of work 10 Quality of management plan 5 Completed Contract Compliance document 5 Environmental and social justice 5 Total points available 100 Responsiveness to this RFP includes the ability for the Bidders to fully meet the needs of one or more service categories. Other Information I. Performance Period The initial period of performance for the resulting contract(s) will be one year, beginning on January 1, 2018, and concluding December 31, 2018, with an option to Efficiency Vermont to renew for up to two additional years upon the same terms and conditions. II. Limitation Efficiency Vermont reserves the right to evaluate proposals according to criteria not listed in this RFP. Efficiency Vermont may award contracts to one or more organizations. It may award a contract from initial applications without discussion, or following discussion or negotiations with one or more Bidders. Each proposal should be submitted with the most favorable cost and technical terms. Efficiency Vermont may request additional data or material prior to making a contract award. Efficiency Vermont will intend to negotiate contract terms with the most qualified vendor. If unsuccessful, Efficiency Vermont will then negotiate with the next most qualified vendor, until reaching satisfactory contractual arrangements. The successful firm will be required to develop a detailed scope of work with Efficiency Vermont based upon the terms contained in this RFP. This solicitation does not commit Efficiency Vermont to award a contract, pay any costs incurred in preparing a proposal, or to procure or contract for services or supplies. Efficiency Vermont reserves the right to accept or reject any or all proposals received, to negotiate with all qualified sources, or to cancel in part or in its entirety the RFP if any of these actions is deemed by Efficiency Vermont in its sole discretion to be in VEIC s best interest. III. Insurance Requirements Before commencing work, the Contractor shall provide Certificates of Insurance to show that the following minimum coverages are in effect. Where applicable the Certificates of Insurance shall name VEIC as an Additionally Insured party. All policies shall be non-cancelable without 30 days prior written 21

22 notice from the insurance carrier to VEIC. It is the responsibility of the Contractor to maintain current Certificates of Insurance on file with VEIC throughout the term of this Contract. Workers Compensation: With respect to all operations performed under this Contract, the Contractor shall carry, if applicable, workers compensation insurance in accordance with the laws of the State and any other state in which it is performing the Contract Scope of Work. General Liability and Property Insurance: With respect to all operations performed under this Contract, the Contractor shall carry general liability insurance having all major divisions of coverage including, but not limited to: Premises Operations Independent Contractors Protective Products and Completed Operations (where appropriate) Personal Injury Liability Contractual Liability The policy shall be on an occurrence form and limits shall not be less than: $1,000,000 per Occurrence $1,000,000 General Aggregate $1,000,000 Products / Completed Products Aggregate (where appropriate) $50,000 Fire Legal Liability Automotive Liability: The Contractor shall carry automotive liability insurance covering all motor vehicles, no matter the ownership status, used in connection with this Contract. Limits of coverage shall not be less the amount required by any applicable state law. 22

23 CERTIFICATE OF AGREEMENT AND COMPLIANCE This form must be completed in its entirety and submitted along with the Bidder s response to the RFP. CONTRACT TERMS (please check appropriate box below): The undersigned hereby acknowledges and agrees to the language and attachments of the VEIC Contract template as part of this RFP OR The undersigned identifies areas of conflict with the standard contract as presented and has provided a list of exceptions taken, each referenced by section and page number of the standard contract, as part of their response. INSURANCE: Bidder certifies that the company / individual is in compliance with, or is prepared to comply with, the insurance requirements as detailed in this RFP and the standard contract. Certificates of Insurance must be provided prior to issuance of a contract. Company Name: Mailing Address: City, State, ZIP Code: address: Signature of Authorized Representative Print Name Title Date 23