RFP Seeks Consultant to Review Utility Call Centers for Compliance


The Connecticut Public Utilities Regulatory Authority (Authority or PURA) intends to retain a Consultant(s) to assist the Office of Education, Outreach, and Enforcement (EOE) staff in response to Order No. 11 in Docket No. 22-05-01.

This Request for Proposal (RFP) seeks proposals from qualified consulting firms to assist in EOE’s review of the customer calls to Connecticut Light and Power Company dba Eversource Energy, The United Illuminating Company, Yankee Gas Services Company, Connecticut Natural Gas Corporation, and The Southern Connecticut Gas Company, for compliance with Authority orders and instructions regarding information to be provided to customers who are experiencing difficulty paying their bills and/or who should be pre-qualified for hardship protections.

Release Date March 6, 2023
Pre-Proposal Conference March 29, 2023
Notice of Intent to Bid April 3, 2023, 4 p.m. EST
Deadline for Questions April 10, 2023, 4 p.m. EST 
RFP Clarifications/Amendments April 17, 2023
Proposal Due Date May 8, 2023, 11:59 p.m. EST

To facilitate communications, Respondents are encouraged to submit a Notice of Intent to Bid by email to PURA.RFP@ct.gov no later than 4:00 p.m. on April 3, 2023. The subject line of the email should reference “RFP #2023-01, Docket No 22-05-01: Request for Proposals to Retain Customer Service Call Review Consultant(s).”

The email should provide the name and address of the Respondent firm, as well as a contact person’s name, email address, and telephone number. Documents pertaining to the RFP will be emailed to Respondents who have submitted notices; however, documents will also be posted on PURA’s webpage located here, and Respondents are responsible for checking the webpage for current materials.