- Due Text
- Thursday, September 3, 2026 3:00pm
- Posted At
- Mon, Aug 3, 2026 8:00 AM
- Documents
- Utility_Billing_Customer_Information_System_(CIS)_Software_and_Implementation_Services.pdf
- Numeric Id
- 280331
- Description
- RFP NO. 27-09
Utility Billing / Customer Information System (CIS) Software and Implementation Services
CITY OF KILLEEN, TEXAS
The City of Killeen will receive sealed Request for Proposals for 27-09 Utility Billing / Customer Information System (CIS) Software and Implementation Services electronically through the City’s eProcurement Portal or addressed to the City of Killeen, Attn: Purchasing Division, 802 N. 2nd Street, Building G, Killeen, Texas 76541, until 3:00 pm on Thursday, September 3, 2026. Mailed or hand delivered proposals must be sealed and plainly marked with the name and address of the proposer and “RFP NO. 27-09 Utility Billing / Customer Information System (CIS) Software and Implementation Services, 3:00 pm, Thursday, September 3, 2026”.
Proposals received after the closing time will be returned unopened.
- Document Text
- 1. Scope of Work
1.1. Background, Current Environment, and System Overview
The City of Killeen is located in Central Texas and currently serves an estimated population of approximately 165,000 residents. The City seeks a comprehensive Utility Billing / Customer Information System (CIS) solution capable of supporting current operational requirements while remaining scalable to accommodate future growth, operational expansion, and evolving technology requirements.
The City currently provides utility billing services for:
Water
Wastewater (Sewer)
Solid Waste (Garbage)
Drainage Utility Fee
Street Maintenance Fee
Sales Tax
Additional billing categories currently supported include, but are not limited to:
Miscellaneous service charges (fixed and variable dollar amounts)
Recurring monthly charges for multiple services
Deposits
Flat rate fees
The Utilities Collection Department is responsible for utility billing operations including meter reading, billing preparation, payment processing, customer account management, and utility collections.
The department currently consists of:
14 Customer Service Representatives
2 Senior Customer Service Representatives
4 Billing Specialists
8 Meter Readers
6 Service Workers
1 Code Enforcement Officer
1 Senior Secretary
1 Receptionist
3 Supervisors
1 Director
1 Senior Meter Reader
Current operational statistics include:
Approximately 57,066 utility accounts billed monthly
Fourteen (14) billing cycles
One hundred twenty-nine (129 meter reading routes
Combination of radio-transmitted and touch-pad meter reading technologies
Approximately 15,000 radio-transmitted meters currently in phased implementation and testing
Approximately 37,066 touch-pad meter reads conducted monthly
Each billing cycle is divided into multiple routes averaging approximately 476 meters per route. The City is actively transitioning toward expanded deployment of radio-transmitted meters in phased increments.
Meter reads are reviewed for anomalies including high consumption, low consumption, stopped meters, and other analytical validations. Billing calculations currently include usage-based charges, fixed fees, imported data sources, and user-defined calculations.
The selected CIS vendor shall support integration with the City's existing payment platforms, including Selectron IVR services and the CentralSquare Click2Gov web payment portal, or provide equivalent integrated functionality. The City may elect to retain these existing payment channels during initial implementation and evaluate migration to vendor-provided customer portal and payment solutions at a later date.
The selected CIS vendor shall be responsible for integration with existing payment platforms, including Selectron IVR services and the CentralSquare Click2Gov web payment portal, or providing equivalent integrated functionality.
The City currently utilizes CentralSquare NaviLine, an IBM i-based utility billing system. The City's current software agreement is scheduled to expire in June 2027. The City intends to implement a replacement Utility Billing / Customer Information System (CIS); however, certain ancillary components and third-party services, including the existing CentralSquare Click2Gov web payment portal and Selectron IVR services, may remain in service temporarily and may be transitioned in phases based on operational requirements, contractual obligations, and implementation considerations.
The City desires a modern Utility Billing / Customer Information System (CIS) solution that improves operational efficiencies, customer experience, reporting capabilities, integrations, workflow automation, cybersecurity protections, and long-term scalability.
The selected vendor shall provide all labor, software, implementation services, hosting services (if applicable), configuration, integrations, data conversion, training, support, maintenance, and related professional services necessary for a successful implementation.
The City currently utilizes InfoSend for utility bill printing and mailing services. This service is currently contracted and is not intended for replacement under this RFP; however, proposers may include optional or enhanced outsourced bill printing and mailing services as part of their proposed solution.
Scope of Services
The City of Killeen is seeking a modern Utility Billing / Customer Information System (CIS) solution that supports current operational requirements while providing scalability for future needs. The system must integrate all aspects of utility operations including customer account management, billing and collections, meter reading interfaces, service order processing, payment integrations, and customer self-service web access.
The selected solution shall support improved customer experience and operational efficiency. The selected vendor will be responsible for full system implementation including installation, configuration, data conversion from CentralSquare NaviLine , training, and ongoing support services.
The City currently utilizes InfoSend for utility bill printing and mailing services. This service is currently contracted and is not intended for replacement under this RFP; however, proposers may include optional outsourced billing-related services, including bill print and mail services, as an optional add-on service and separately priced component of their solution .
The City will enter into a professional services agreement with the selected vendor offering the best value, including implementation, data conversion, training, support, and ongoing system maintenance.
System Functional Requirements
The proposer must demonstrate the ability to meet or exceed the following specifications:
Cost Transparency: Provide detailed comments regarding costs, alternatives, and any other pertinent information.
Implementation Flexibility: Acknowledge that implementation sequencing, integration priorities, and phased deployment requirements may evolve during project planning based on operational needs, budget availability, and City priorities
Ability to Meet Project Deadlines: Respond and deliver implementation services, issue resolution, and project deliverables within agreed-upon project timelines and service level commitments.
Labor, Supplies, and Services: Provide all necessary labor, software, configuration, materials, and professional services required to implement and support the system.
Order / Service Fulfillment: Support standardized billing cycles, templates, and configuration processes reviewed with the City and the awarded vendor.
Effective Communication: Maintain clear and consistent communication throughout the project lifecycle, providing updates on implementation status, integrations, and timelines.
Confidentiality: Safeguard and appropriately handle all confidential data, including customer utility account information and financial records.
NOTE: These requirements represent general expectations; however, the full scope of work is not limited to the items listed above. All work must meet the City’s specifications, security standards, and delivery timelines.
Data Security and System Protection
The proposed solution shall include appropriate administrative, technical, and physical safeguards to protect confidential information, customer records, payment information, and City data from unauthorized access, cyber threats, ransomware, and data loss. The system should support secure authentication methods, audit logging, role-based permissions, encryption, backup and recovery processes, and compliance with applicable industry security standards.
1.2. Product and Service Specifications
The proposer must demonstrate the ability to meet or exceed the following specifications:
Expedited Services: Provide expedited support and implementation services for time-sensitive needs where feasible.
Quality Control Standards: Maintain consistent quality assurance across all system configuration, data migration, integrations, and support services.
System Configuration Standards: All configuration and implementation activities shall follow industry best practices and vendor-supported standards.
System Reliability: Solution must maintain high availability, performance, and scalability suitable for municipal utility operations.
Training Program: Provide detailed training for personnel, including but not limited to:
End-user training for utility billing, cashiering, and customer service staff
Administrator and technical training for system support staff
Ongoing Training and refresher sessions as needed
Laws: The contractor is responsible for adhering to all Federal, State, and local laws applicable to the work. This includes, but is not limited to:
Data privacy and security requirements
Utility billing and consumer protection regulations
Payment Card Industry (PCI) compliance
Accessibility standards (as applicable)
Third-Party Providers: Vendor shall remain fully responsible for all software, hosting services, integrations, and related services provided as part of the proposed solution.
The City reserves the right to modify the scope of work during contract negotiations to align with funding, phasing, or operational needs.
1.3. Functional Requirements
Customer Information System (CIS)
The system shall support:
Customer account creation and maintenance
Residential and commercial account management
Account history tracking
Deposit management
Customer notes and communication history
Location specific notes
Move-in and move-out processing
Landlord management
Multiple service locations per customer
Multiple customers per service location
Identity verification processes
Customer search and inquiry functionality
Account adjustments and corrections
Budget billing options
Payment arrangements
Delinquency tracking
Collections processing
Utility Billing
The system shall support:
Multi-service utility billing
Flexible rate structures
Tiered and seasonal rates
Penalties and late fees
Leak adjustments
Estimated billing
Final billing
Bill recalculations
Billing cycles and batch processing
Print and electronic bill generation
Consumption history tracking
Billing audit trails
Interdepartmental billing functionality, including the ability to establish and maintain utility billing accounts for City departments, facilities, and internal operations. The system shall support billing for internal City utility usage, including calculation of applicable charges, processing of recurring utility bills, tracking of consumption and billing history, and reporting of interdepartmental charges. The solution shall support integration with the City’s financial processes for recording and reconciling internal utility billings.
Good credit deposit refunds
Meter Reading and AMI Integration
The system shall support:
Meter read imports
AMI integration
Handheld meter reading interfaces
Meter read exception handling
Estimated reads
Meter maintenance tracking
Meter replacement functionality
Consumption validation
Integration with existing and future metering systems
Work Orders and Service Orders
The system shall support:
Service initiation requests
Disconnect and reconnect processing
Meter change orders
Field service routing
Work order scheduling
Work order status tracking
Mobile field access capabilities
Service history tracking
Payments and Cashiering
The system shall support:
Cashiering operations
Online payments
Payment kiosk integration
IVR payment capabilities
Auto-pay enrollment
Payment plans
Payment reversals and adjustments
Daily balancing and reconciliation
Multiple payment methods
PCI-compliant payment processing
Integration with payment gateway providers
Ability to support phased migration of customer payment channels
Continued support for existing Selectron IVR and CentralSquare Click2Gov payment services during transition periods
Vendor-provided payment portal and IVR capabilities, if available
Customer Web Portal
The system shall support:
Customer self-service portal
Online account access
Bill viewing and payment
Consumption history review
Service request submission
Service application and document submission
Payment history access
eBilling enrollment
Auto pay enrollment
Notification preferences
Mobile-responsive functionality
Ability to block users/account numbers from available functions
Reporting and Analytics
The system shall support:
Standard operational reports
User-defined reports
Export capabilities
Dashboard functionality
Aging reports
Revenue reports
Consumption analysis
Audit reporting
Ad hoc query functionality
OpenGov Financials Integration
The proposed solution shall integrate with OpenGov Financials. OpenGov Financials is the City’s enterprise resource planning (ERP) system and is the required financial system of record for this solution.
The integration shall support:
General ledger posting
Journal entry exports/imports
Daily cash reconciliation
Revenue allocation processing
Audit trail maintenance
API integration where available
Secure file transfer integration where required
Automated or scheduled synchronization
Utility refund processing
Support for financial processing and reporting of interdepartmental utility charges, as applicable
Vendor shall describe:
Existing OpenGov Financials integration experience
Integration methodology
Middleware requirements
Ownership of integration support
Frequency of synchronization
Error handling procedures
Vendor shall identify whether existing certified integrations, APIs, middleware connectors, or prior OpenGov Financials implementation experience currently exists.
The City intends to replace the current CentralSquare NaviLine utility billing system prior to expiration of the existing software agreement in June 2027. Certain ancillary services currently associated with NaviLine, including the CentralSquare Click2Gov online payment portal, may remain in use during an interim transition period. Vendors shall describe recommended approaches for supporting phased migration of these services and identify any dependencies, assumptions, or additional costs associated with future migration activities.
Vendor shall identify responsibilities for integration support, troubleshooting, upgrades, and maintenance throughout the contract term.
Data Migration
Vendor shall provide complete data migration services from CentralSquare NaviLine.
Migration scope shall include, at minimum:
Customer account records
Billing history
Payment history
Service history
Meter records
Account notes
Open balances
Adjustments
Work orders
Historical consumption data
Vendor shall describe:
Data conversion methodology
Validation procedures
Testing approach
Cutover process
Historical retention capabilities
Security and Compliance
The proposed solution shall support:
Role-based security
Multi-factor authentication capabilities
Audit logging
Encryption of data in transit and at rest
PCI compliance
Disaster recovery and backup procedures
Business continuity capabilities
Cybersecurity best practices
Secure cloud hosting standards
1.4. Hosting, Technical Architecture, and Infrastructure Requirements
The proposer shall describe the proposed hosting environment, technical architecture, infrastructure requirements, and system support model associated with the proposed solution.
Vendor-hosted (cloud/SaaS) deployment is the City’s preferred hosting model. The City may consider both vendor-hosted (cloud/SaaS) and City-hosted deployment models; however, vendor-hosted solutions are preferred.
Vendor-Hosted / Cloud Solution Requirements
If proposing a vendor-hosted solution, the proposer shall:
Identify all hosting providers, cloud platforms, and data center locations utilized.
Identify whether all hosting locations are located within the United States.
Describe redundancy, high availability, disaster recovery, and failover capabilities.
Describe backup procedures including:
Backup frequency
Retention schedules
Offsite storage
Restoration testing
Describe planned maintenance procedures and outage notification processes.
Describe unplanned outage response and communication procedures.
Identify uptime guarantees and Service Level Agreements (SLAs).
Describe scalability capabilities and system expansion options.
Describe security monitoring, logging, intrusion detection, and vulnerability management processes.
Describe encryption standards for data at rest and data in transit.
Describe support for Single Sign-On (SSO), Active Directory integration, and Multi-Factor Authentication (MFA).
Describe supported secure integration methods including APIs, SFTP, secure web services, middleware, or other integration methods.
Identify applicable security certifications and compliance standards including SOC 2, PCI-DSS, ISO 27001, FedRAMP, or equivalent.
Describe procedures for return of City data upon contract termination.
Describe retention and availability of backups during the contract term.
City Technical Environment
The City’s current technical environment generally includes:
Desktop Environment
Windows-based desktop environment utilizing Microsoft Windows 10 or newer.
Network Environment
Switched Ethernet network infrastructure
Centralized IT support services available 24x7x365
Directory Services / Authentication
Microsoft Active Directory environment
Server and Hosting Environment
VMware virtualized infrastructure
Windows Server 2022 or newer preferred
Database Environment
Microsoft SQL Server 2022 or newer
Document Management Environment
Laserfiche
Email Environment
Microsoft Exchange Online / Office 365
GIS Environment
Esri ArcGIS Enterprise
ArcGIS Portal
Geo Event Server
ArcGIS Online
Microsoft SQL Server geodatabases
Reporting / Business Intelligence Environment
Microsoft SSRS
Cognos
Crystal Reports
SAS
SPSS
The proposer shall identify all hardware, software, browser, database, middleware, API, network, reporting, or infrastructure dependencies associated with the proposed solution.
1.5. Implementation Services
Vendor shall provide comprehensive implementation services including:
Project management
Business process review
System configuration
Integration services
Data migration
Testing support
User acceptance testing support
Training
Documentation
Go-live support
Post-implementation support
Identification proposed implementation staffing levels, project resource commitments throughout the implementation lifecycle
The City reserves the right to implement the project in phases. Proposers shall identify any dependencies, assumptions, and recommended sequencing associated with implementation. Vendors shall describe their ability to support phased deployment and temporary coexistence with existing systems and payment platforms, including CentralSquare Click2Gov and Selectron IVR services.
1.6. Training Requirements
Vendor shall provide training for:
System administrators
Utility billing staff
Cashiering staff
Supervisors and management
Technical support personnel
Reporting users
Training shall include:
End-user training
Administrator training
Training documentation
Remote and/or onsite options
Train-the-trainer options
1.7. Ongoing Support and Maintenance
Vendor shall provide:
Software maintenance
Technical support
System updates and patches
Customer support escalation procedures
Service level commitments
Disaster recovery support
User group/community access
2. Proposal Criteria & Requirements
All pricing and payment must be clearly defined and aligned with the criteria outlined in this RFP.
Proposers are required to provide all requested information, including detailed explanations of how they will meet or exceed the components as outlined.
Vendors interested in providing services for the City of Killeen must submit a complete proposal that includes the following components.
2.1. Company Profile
Company Overview: Years in business, areas of expertise, organizational structure, ownership structure, and municipal software experience.
Key Personnel: identification of key personnel assigned to this project, including roles, responsibilities, relevant experience in utility billing/CIS implementations, and qualifications.
Municipal Experience: Description of experience providing utility billing / CIS solutions to public sector and Texas municipalities.
Integration Experience: Demonstrated experience integrating with financial systems, including OpenGov Financials and other comparable ERP platforms. Vendors shall identify any existing OpenGov Financials integrations, APIs, middleware connectors, or prior implementation experience.
2.2. Pricing and Payment Terms
Vendors must provide a comprehensive pricing structure that includes:
Software Licensing: Subscription or perpetual licensing costs (as applicable)
Implementation Costs: All configuration, deployment, and project management costs
Integration Costs: Costs associated with OpenGov Financials and third-party system integrations
Data Migration Costs: Conversion of legacy CentralSquare NaviLine data
Optional Modules: Customer portal, AMI integration, work order systems, etc.
Annual Maintenance & Support: Ongoing support and system maintenance costs
Optional Services: separately itemized pricing for optional modules, services, and enhancements, including optional bill print and mail services, if offered
Optional Future Services: Pricing for customer portals, IVR services, online payment processing, payment gateways, and related customer engagement modules that may be implemented after initial go-live.
All pricing should be inclusive of all associated costs, including delivery, labor, insurance, taxes, overhead, and profit.
2.3. Service and Technical Support
After Hours Support: Vendor must provide support for critical system issues outside of normal business hours.
Service Level Agreements (SLA): Describe system uptime guarantees, response times, and resolution targets.
Vendor shall identify methods used to calculate uptime percentages, excluded maintenance periods, and service credit provisions, if applicable
Disaster Recovery / Business Continuity: Provide details of redundancy, backup procedures, and recovery time objectives.
System Monitoring: Describe monitoring tools and proactive system maintenance practices.
2.4. Cybersecurity and Data Protection
Vendor shall maintain commercially reasonable cybersecurity safeguards to protect City data, customer information, payment information, and personally identifiable information (PII) from unauthorized access, disclosure, alteration, ransomware, malware, or cyberattack.
Vendor shall maintain security controls aligned with industry standards and best practices, including but not limited to encryption of data in transit and at rest, access controls, audit logging, multi-factor authentication capabilities, and vulnerability management procedures.
Vendor shall notify the City of Killeen in writing within twenty-four (24) hours of discovery of any actual or suspected cybersecurity incident, unauthorized access, ransomware event, or data breach impacting City systems or data.
Vendor shall cooperate fully with the City during investigation, mitigation, recovery, and reporting activities associated with any cybersecurity incident involving City data or systems.
Vendor shall maintain and provide, upon request, documentation regarding cybersecurity practices, third-party security audits, penetration testing summaries, SOC reports, or similar compliance documentation applicable to the proposed solution.
Vendor shall disclose any artificial intelligence (AI), machine learning, or automated decision-making technologies incorporated into the proposed solution that materially impact billing calculations, customer communications, fraud detection, collections, analytics, or operational workflows.
2.5. Customer Service and Account Management
Support Channels: Provide phone, email, and/or online ticketing support for end users
Dedicated Account Manager: Assign a primary account representative for City coordination.
Implementation support Team: Identify project management and technical support structure during implementation
Ongoing Support Structure: Describe escalation procedures and long-term support model
2.6. Implementation Timeline
Project Plan: Provide a detailed implementation timeline from kickoff through go live.
Deployment Phases: Describe phased rollout approach if applicable.
Training Schedule: Outline end-user and administrative training sessions.
Cutover Strategy: Describe conversion and go-live methodology from CentralSquare NaviLine.
Risk Mitigation: Identify risks and mitigation strategies for implementation.
Phased Implementation Strategy: Describe any recommended phased deployment approach, including modules or customer-facing services that may be implemented after the initial go-live.
Because the current CentralSquare NaviLine software agreement expires in June 2027, the City intends to implement a replacement Utility Billing / Customer Information System (CIS) solution prior to that date. Vendors shall identify any modules, functionality, or customer-facing services that may reasonably be deferred to later phases and shall provide information regarding timing, dependencies, assumptions, and pricing associated with those optional future implementations.
2.7. Customer Portal, Communications & User Experience
Customer Self-Service Portal: Provide capabilities for bill payment, account access, service requests, and notifications.
Notifications: Email, SMS, and automated alert capabilities.
Accessibility Compliance: Ensure compliance with ADA accessibility requirements.
User Experience: Provide intuitive design for both staff and customers.
Configurability: Ability for City to modify messaging, workflows, and portal content.
Vendor-hosted portals and customer-facing applications should substantially conform to applicable ADA accessibility standards and WCAG 2.1 AA guidelines.
2.8. Licensing and Certifications
Federal Compliance: Vendors must not be listed on the federal debarment, suspension, or excluded parties list (as maintained by the U.S. General Services Administration) and must certify their eligibility to contract with federal and federally funded entities.
Security Compliance: Demonstrate compliance with SOC 2 Type II, PCI-DSS, and applicable cybersecurity standards.
Data Protection: Compliance with state and federal data privacy and security requirements.
Personnel Qualifications: Staff assigned must be qualified for municipal CIS implementation and support
Vendor shall be responsible for ensuring that all services provided under the contract comply with applicable licensing, compliance, and security requirements.
Vendor shall maintain compliance with all applicable PCI-DSS requirements associated with payment processing functions.
Vendor shall disclose any known cybersecurity incidents, data breaches, regulatory actions, or litigation related to the proposed solution occurring within the past five (5) years.
Vendor-hosted solutions shall maintain industry-recognized security certifications or audit standards where applicable, including but not limited to SOC 2, ISO 27001, FedRAMP, or equivalent standards.
2.9. Delivery and Job Requirements
The Proposer must demonstrate the ability to meet the following requirements:
Timely Implementation: Provide services in accordance with the approved project schedule.
System Configuration Delivery: Ensure all configuration, integrations, and workflows are delivered according to specifications.
Data Migration Delivery: Complete accurate and validated migration from CentralSquare NaviLine.
Integration Delivery: Successfully implement and validate integrations with OpenGov Financials and other approved third-party systems required by the City.
Notification of Delays: In the event of any delays in delivery or job completion, the Proposer must immediately notify the City and provide updated timelines for the completion of services.
Quality Assurance: Implement quality control measures to ensure that all materials are delivered or completed without errors, and that any issues are promptly addressed to maintain the integrity of the process.
Documentation and Reporting: Maintain accurate records of all deliveries and job completions, and provide the City with regular reports detailing the status of ongoing and completed services.
Record Retention: Vendor shall comply with applicable Texas public records retention requirements and shall cooperate with the City regarding records requests, audit requests, litigation holds, and records preservation obligations applicable to municipal records.
Testing and Validation: Support system testing, UAT, and validation prior to go-live.
Go-Live Support: Provide dedicated support during and after system cutover.
The City reserves the right to modify requirements during contract negotiations to align with operational, financial, or technical needs.
2.10. Term of Contract and Option to Extend
Any contract resulting from this solicitation shall be effective on the date that the last required signature is affixed and shall be in effect for five (5) years. The City anticipates that the contract shall be renewed pursuant to the availability of funds and at the discretion of the City.
The City may request up to an additional sixty (60) days Service Period past the initial or any renewal term to advertise and award a new contract for services and/or system replacement, without any pricing adjustments or interruption of services.
It is agreed that the contract will automatically renew two (2) times, for one (1) year renewal terms, unless the City or Contractor serves written notice sixty (60) days before the contract termination, or sixty (60) days before the end of any renewal term. The City will notify Contractor that the contract will not be renewed if funding is unavailable or if the contractor’s past performance is not within industry standards. Notwithstanding anything to the contrary, any contract renewal, amendment, or increase requiring City Council approval under applicable City policy or Texas law shall be subject to formal City Council authorization.
Price Escalation Clause: Should market conditions warrant an increase, the successful contractor may submit documentation requesting permission to increase pricing no later than 90 days before the end of each contract year. If the contractor fails to give timely notice, the price may not be increased. Escalation may only occur after the initial twelve (12) Months of the contract or after extension. Nevertheless, any request for an increase shall not be applied automatically but shall only apply upon written approval by the City which may only be withheld without just cause, including but not limited to, insufficient funding. Requests for price increases must be solely for the purpose of accommodating an increase in the contractor's cost, not profits.
Technology Cost Adjustment Clause: In the event of any changes in third-party costs that directly affect the delivery of services under this contract—including but not limited to cloud hosting providers, payment processors, SMS/email providers, GIS integrations, or other software dependencies—the following provisions shall apply:
Notification Requirement: The Contractor shall notify the City in writing within ten (10) business days upon becoming aware of any such changes. The notification must include:
The specific third-party cost increase or change
The effective date of the change.
The impact on contract pricing or service delivery
Supporting documentation from the third-party provider.
Adjustment Mechanism: Upon receipt documentation, the City and the Contractor may mutually agree on an equitable adjustment to the contract price. Any adjustment shall be subject to written approval of the City and shall reflect only the direct, verifiable cost increase attributable to the third-party.
Frequency Limitation: The Contractor may submit no more than one (1) request for a third-party cost adjustment per contract year.
Cumulative Cap: The total cumulative value of all approved adjustments under this clause shall not exceed ten percent (10%) of the original contract value over the term of the contract.
Limitations: Adjustments shall be limited strictly to direct cost increases and shall not include administrative, overhead or profit adjustments.
Response Timeline: A response to the request for adjustment will be provided by the City within ten (10) business days of receipt of a complete request.
Finality of Determinations: All determinations made by the City regarding cost adjustments are final.
Pricing shall reflect the full Scope of services as defined, including all associated costs for delivery, labor, insurance, taxes, overhead, and profit.
Proposer must quote unit pricing in accordance with the itemized listing of products or contract segments.
Any request in price change with supporting documentation must be sent to :
City of Killeen
Attn: Purchasing Division
802 N 2nd Street
Building G, 2nd Floor
Killeen, TX 76541
Or
Email: Purchasing@KilleenTexas.gov
On the envelope place “Price Change Notification '27-09, Utility Billing / Customer Information System (CIS) Software and Implementation Services”
If during any term of this contract, the Proposer should enter into any contract with another municipality within Texas for similar commodities or services with a similar scope of work with rates more favorable than those granted to the City of Killeen, or if there is a decrease in Contractor’s cost to perform services herein the Proposer agrees to modify this contract to include such more favorable rates and or decrease in cost. It is recommended that the Proposer provide any rate reduction or discount voluntarily.
2.11. Warranty, System availability, and Support
Vendor shall warrant that the proposed software solution, implementation services, integrations, and related deliverables shall substantially conform to the specifications and requirements identified in this solicitation and resulting contract.
Vendor shall provide a minimum one (1) year warranty period following final system acceptance covering software defects, implementation deficiencies, configuration issues, and data conversion errors attributable to the vendor.
During the warranty period, vendor shall correct defects, errors, or failures at no additional cost to the City.
Vendor shall describe all standard software maintenance, update schedules, patching procedures, and technical support services included with the proposed solution.
Vendor shall identify system uptime guarantees, service level commitments (SLA), planned maintenance windows, and response times for critical system outages.
Vendor shall maintain disaster recovery and business continuity procedures sufficient to restore critical services in the event of system failure, cybersecurity incident, or catastrophic event.
Vendor shall clearly identify any exclusions, limitations, or conditions applicable to warranty coverage or service availability commitments.
Vendor shall maintain a written cybersecurity program that includes administrative, technical, and physical safeguards designed to protect City systems and data.
Vendor shall maintain commercially reasonable safeguards against ransomware, malware, unauthorized access, denial-of-service attacks, and data exfiltration.
Vendor shall maintain current security patches and vulnerability remediation practices for all systems supporting the proposed solution.
Vendor shall perform periodic vulnerability assessments and/or penetration testing and shall provide executive summaries or compliance documentation upon request by the City.
Vendor shall maintain incident response and breach notification procedures consistent with applicable Texas and federal requirements.
Vendor shall ensure that all hosting providers and third-party service providers with access to City data maintain equivalent security protections.
Vendor shall correct software defects, failed integrations, interface errors, reporting failures, security deficiencies attributable to the vendor, and data conversion issues discovered during the warranty period at no additional cost to the City.
Vendor shall support and maintain interfaces and integrations with OpenGov Financials and other approved third-party systems throughout the warranty period and any maintenance term included in the contract.
2.12. Data Ownership and Access
All City data, customer records, billing information, payment records, reports, metadata, and related information generated or maintained under this contract shall remain the sole property of the City of Killeen.
OpenGov Financials shall remain the City’s authoritative financial system record. Vendor shall support data exchange and interoperability necessary to maintain accurate financial records.
Vendor shall not claim ownership of City data.
Vendor shall provide the City reasonable access to its data throughout the contract term and during any transition period.
Upon contract termination or expiration, Vendor shall return City data in a mutually agreed-upon industry-standard format.
Vendor shall permanently remove City data from vendor-controlled systems in accordance with applicable retention and security requirements following successful data transfer and written authorization from the City.
Vendor acknowledges that the City is subject to the Texas Public Information Act (Texas Government Code Chapter 552). Vendor shall cooperate with the City in responding to public information requests and shall clearly identify any information claimed to be confidential or proprietary in accordance with applicable law. The City makes no representation regarding the confidentiality of submitted information except as provided by law.
Vendor shall identify whether any source code escrow arrangements, continuity protections, or transition assistance services are available in the event of vendor insolvency, discontinuation of services, or product sunset.
Vendor shall provide City data in a commonly accessible, non-proprietary, industry-standard format suitable for migration to another system upon request or contract termination.
2.13. Insurance
All proposers shall have the appropriate amount of insurance while delivering the items once awarded, this coverage shall be present as to cover all losses up until the City accepts the items in writing.
A. Comprehensive General Liability and Property Damage Insurance.
The Proposer shall take out and maintain during the life of this Contract such Comprehensive General Liability and Property Damage Insurance as shall protect the City from claims for damages or personal injury, including accidental death, as well as from claims for property damages which may arise from delivering the item under this contract, whether such operations be by himself or by a subcontractor or by anyone directly or indirectly employed by either of them, and the minimum amounts of such insurance shall be as follows:
Bodily Injury
(1) Each Occurrence - $1,000,000
(2) Annual Aggregate - $2,000,000
Property Damage Insurance
(1) Each Occurrence - $1,000,000
(2) Annual Aggregate - $2,000,000
B. Comprehensive Automobile Liability.
Bodily Injury
(1) Each Person - $500,000
(2) Each Accident - $1,000,000
Property Damage
(1) Each Occurrence - $1,000,000+
The vendor shall maintain insurance coverage meeting or exceeding the requirements outlined in this solicitation and shall be responsible for all services provided under the contract.
C. Cyber Liability Coverage.
Cyber Liability / Network Security and Privacy Liability Insurance:
Each Claim: $1,000,000
Aggregate: $2,000,000
Coverage should include:
Data breach response
Privacy liability
Network security liability
Ransomware/cyber extortion
Regulatory defense costs
Notification and credit monitoring costs
2.14. Additional Considerations
Disclose any additional terms, service limitations, or conditions applicable to your proposal.
3. Evaluation Methodology
The City of Killeen is committed to a competitive selection process and will evaluate proposals based on the criteria outlined in this solicitation. Proposers must demonstrate their ability to meet or exceed the City’s service requirements.
Proposals will be reviewed and scored by an Evaluation Committee. The City reserves the right to request additional information, seek clarifications, or conduct interviews / presentations during the evaluation process. A Phase 2 Optional Interview / Presentation / Demonstration process may be utilized, if needed, to further evaluate and confirm proposer qualifications.
Specifications set forth herein define the minimum requirements and performance expectations. They are not intended to disqualify any capable proposal; rather, they communicate the level of quality and service the City expects. If a proposer takes an exception to any specification, a detailed explanation must accompany the response. Failure to meet mandatory requirements may result in the proposal being deemed non-responsive.
Because the City cannot predict future needs with certainty, no guaranteed minimums or fixed quantities are promised. Any quantities shown are estimates only; the City reserves the right to increase or decrease those quantities. These estimates shall not be construed as binding minimums or maximums.
Submission of a proposal does not guarantee the award of a contract. The City of Killeen reserves the right to reject any or all proposals, waive minor irregularities, and make an award determined to be in the best interest of the City.
Preferred Method –Weighted Best Value
Evaluation Criteria & Weights (Subject to change based on project needs)
Criterion Weight (%)
Functional Requirements & System Capability (25%)
Implementation, Data Migration, & Integration Approach (25%)
Service, Technical Support & Account Management (15%)
Customer Portal, User Experience & Accessibility (10%)
Cybersecurity, Hosting, Compliance & Certifications (10%)
Pricing and Total Cost of Ownership (10%)
Vendor Experience, References, & Qualifications (5%)
Phase 2 – Optional Interview / Presentation / Demonstration (Up to 100 Points, if conducted)
If the City elects to proceed with Phase 2, shortlisted proposers may be invited to participate in interviews, presentations, and/or demonstrations. This phase, if conducted, will be scored separately for up to 100 points and may be used to further evaluate qualifications, clarify proposals, and confirm understanding of project requirements. Participation is by invitation only and not guaranteed for all proposers.
Award Determination
Rank the proposers based on their total weighted scores.
Verify the top-scoring proposals meet the City’s goals, budget, and requirements.
If necessary, invite top proposers for interviews, presentations, or Phase 2 evaluations to clarify questions or provide additional information
Make a recommendation to City Council for award of the contract to the proposer that is responsive, responsible, and provides the best value to the City.
Evaluation of Proposal Sections
1. Functional Requirements & System Capability
Evaluation Focus:
Utility billing and CIS functionality
Customer account management capabilities
Multi-service billing flexibility and rate structures
Meter reading and AMI integration support
Work order and service order functionality
Payment processing, cashiering, IVR, and online payment capabilities
Customer communications and account management tools
Reporting, dashboards, and analytics capabilities
Scalability and operational flexibility
Compatibility with current and future operational requirements
Scoring Method:
Points Based
Weight (Points):
25 (25% of Total)
2. Implementation, Data Migration & Integration Approach
Evaluation Focus:
Overall implementation methodology and project plan
Data migration strategy from CentralSquare NaviLine
OpenGov Financials integration approach
Integration methodology and technical compatibility
Existing experience integrating with OpenGov Financials or comparable ERP platforms
Training strategy and knowledge transfer
Testing, Cutover and go-live approach
Staffing and project resource commitments
Risk mitigation and contingency planning
Ability to meet implementation timelines
Scoring Method:
Points Based
Weight (Points):
25 (25% of Total)
3. Service, Technical Support & Account Management
Evaluation Focus:
Technical support capabilities and availability
After-hours and emergency support
Service level agreements (SLA)
Response and resolution timelines
Account management structure
Escalation procedures
Ongoing maintenance and support model
Disaster recovery and business continuity support
Communication responsiveness and vendor support approach
Customer success and long-term support capabilities
Scoring Method:
Points Based
Weight (Points):
15 (15% of Total)
4. Customer Portal, User Experience & Accessibility
Evaluation Focus:
Customer self-service portal functionality
Ease of use for customers and staff
Mobile responsiveness
Online payment and account access capabilities
Notification and communication tools
ADA and WCAG accessibility compliance
Configurability and workflow flexibility
Overall user experience and interface design
Scoring Method:
Points Based
Weight (Points):
10 (10% of Total)
5. Cybersecurity, Hosting, Compliance & Certifications
Evaluation Focus:
Cybersecurity protections and controls
Vendor-hosted cloud/SaaS architecture and infrastructure reliability
Disaster recovery, backup, and business continuity capabilities
Encryption and authentication standards
Security monitoring and incident response procedures
Multi-factor authentication and audit logging capabilities
Compliance with SOC 2, PCI-DSS, ISO standards, FedRAMP, or equivalent
Data protection and privacy practices
Data ownership and transition capabilities
Scoring Method:
Points Based
Weight (Points):
10 (10% of Total)
6. Pricing and Total Cost of Ownership
Evaluation Focus:
Overall cost competitiveness
Software licensing and subscription pricing
Implementation and professional services costs
OpenGov Fiancials integration costs
Data migration costs
Ongoing maintenance and support costs
Optional modules and add-on services
Optional bill print and mail service pricing
Pricing transparency and clarity
Scoring Method:
Points Based
Weight (Points):
10 (10% of Total)
7. Vendor Experience, References & Qualifications
Evaluation Focus:
Municipal utility billing/CIS experience
Experience with Texas municipalities
Vendor financial stability
Qualifications of proposed personnel
Relevant implementation references
Prior OpenGov Financials or ERP integration experience
Experience supporting utility customers of similar size and complexity
Customer satisfaction and long-term client relationships
Scoring Method:
Points Based
Weight (Points):
5 (5% of Total)
Phase 2 (OPTIONAL)
1. Interview / Presentation / Demonstration
Evaluation Focus:
Demonstrated understanding of the solicitation requirements and project scope
Qualifications and experience of proposed key personnel
Demonstrated functionality of the proposed CIS solution
Customer portal and user experience
Billing, payment, and cashiering functionality
Reporting and analytics capabilities
OpenGov Financials integration approach
Implementation methodology and project management approach
Communication, coordination, and responsiveness
Ability to meet implementation schedules
Cybersecurity and hosting approach
Ability to respond to Evaluation Committee questions clearly and thoroughly
Overall capability to successfully perform the contract requirements
Scoring Method:
Points Based
Weight (Points):
100 (100% of Total)
4. Vendor Questionnaire
Vendors must provide complete and accurate responses to all questions in this questionnaire, including any required confirmations and the upload of all specified supporting documents (e.g., forms, attachments, and templates). All required fields, checkboxes, and uploads must be addressed.
Failure to fully answer any question, provide required confirmations, or include all requested documentation may render your submission non‑responsive and subject to disqualification from further consideration in the solicitation process.
1. Conflict of Interest Questionnaire (Form CIQ)*
Pursuant to Chapter 176 of the Texas Local Government Code, vendors contracting with or seeking to contract with the City of Killeen must file a completed Conflict of Interest Questionnaire (Form CIQ) with the appropriate records administrator no later than seven (7) business days after beginning contract discussions or negotiations, or after submitting a response to this solicitation. The Form CIQ can be downloaded here:
https://www.ethics.state.tx.us/data/forms/conflict/CIQ.pdf
Please confirm your understanding and willingness to promptly download, complete, and submit the Form CIQ upon the City’s request:
Please confirm
*Response required
2. References*
Contractors shall submit at least three (3) business references for the proposed item. Each reference must include:
Business name
Contact person
Address
Telephone number
Email address (if available)
References should be from customers for whom the contractor has provided similar services or products. These references may be contacted by the City of Killeen as part of the evaluation process.
Please download, complete, and upload the following document:
References.pdf
*Response required
3. Certificate of Interested Parties (Form 1295)*
If awarded a contract, the vendor must submit the Certificate of Interested Parties (Form 1295) online through the Texas Ethics Commission’s filing application as required by Texas Government Code Section 2252.908. A business entity must use the Commission’s online system to enter the required information, generate the form, and obtain a unique certification of filing number. An authorized agent of the business entity must sign the printed copy, and that certified copy must be provided to the City of Killeen within seven (7) business days after contract discussions or negotiations.
The online filing system is available at: https://prd.tecprd.ethicsefile.com/File
Please confirm that you will download, complete, and submit the Certificate of Interested Parties (Form 1295) immediately upon request by the City of Killeen and in accordance with the filing requirements:
Please confirm
*Response required
4. Acknowledgement – “Boycott Israel"*
By submitting this proposal, the vendor hereby acknowledges that it does not boycott Israel and will not boycott Israel during the term of this contract. Boycotting Israel is defined in Texas Government Code section 808.001 to mean refusing to deal with, terminating business activities with, or taking any action that is intended to penalize, inflict economic harm on, or limit commercial relations specifically with Israel, or with a person or entity doing business in Israel or in an Israeli-controlled territory, but does not include an action made for ordinary business purposes.
Please confirm
*Response required
5. Acknowledgement – "Boycott Energy Companies”*
By submitting this proposal, the vendor hereby acknowledges that it does not boycott energy companies and will not boycott energy companies during the term of the contract. “Boycott energy company” is defined in Texas Government Code section 809.001 to mean, without an ordinary business purpose, refusing to deal with, terminating business activities with, or otherwise taking any action that is intended to penalize, inflict economic harm on, or limit commercial relations with a company because the company: (A) engages in the exploration, production, utilization, transportation, sale, or manufacturing of fossil fuel-based energy and does not commit or pledge to meet environmental standards beyond applicable federal and state law; or (B) does business with a company described by Paragraph (A).
Please confirm
*Response required
6. Acknowledgement – “Prohibition on contracts with companies that discriminate against firearm and ammunition industries”*
By submitting this proposal, the vendor hereby acknowledges that it does not have a practice, policy, guidance, or directive that discriminates against a firearm entity or firearm trade association and will not discriminate during the term of the contract against a firearm entity or firearm trade association. Discriminate against a firearm entity or a firearm trade association are defined in Texas Government Code section 2274.001 as (A) with respect to the entity or association, to (i) refuse to engage in the trade of any goods or services; (ii) refrain from continuing an existing business relationship; (iii) terminate an existing business relationship; or (iv) otherwise express a prejudice against the entity or association; and (B) does not include the established policies of a merchant, retail seller, or platform that restrict or prohibit the listing or selling of ammunition, firearms, or firearm accessories.
Please confirm
*Response required
7. Acknowledgment – "Antitrust Law Certification"*
By submitting this proposal, the vendor hereby acknowledges that neither the vendor nor the entity represented by the vendor, or anyone acting for such entity has violated the antitrust laws of the State of Texas, codified in Section 15.01 et seq., Texas Business and Commerce Code, or the Federal antitrust laws, nor communicated directly or indirectly, prior to the solicitation opening with any competitor or any other person engaged in such line of business.
Neither a violation has occurred nor prohibited communication has taken place.
A violation has occurred or prohibited communication has taken place.
*Response required
8. Acknowledgement - "Community Development Block Grant (CDBG)"*
By submitting this proposal, the vendor hereby acknowledges understanding that projects may be funded in whole or in part by the U.S. Department of Housing and Urban Development Community Development Block Grant (CDBG) or Home Investment Partnerships Act (HOME Program) and may be subject to submittal of certified payroll documentation as required by HUD funded construction projects to the extent required by Davis-Bacon and Related Acts (DBRA); confirmation of eligibility for participation through the Excluded Parties Listing System (EPLS) - System for Award Management (SAM.gov) or the Texas Debarred Vendor List.
Please confirm
*Response required
9. Acknowledgement – “Disadvantaged & Underrepresented Businesses”*
Where applicable for federal awards, by submitting this bid/proposal, the vendor hereby acknowledges support for the inclusion and equitable opportunity for disadvantaged and underrepresented business enterprises and will ensure that small businesses, minority-owned, women-owned, veteran-owned, service-disabled veteran-owned, and other similarly qualified firms are considered as set forth in 2 C.F.R. §200.321. The vendor further acknowledges that, where applicable under federal awards, the OMB Uniform Administrative Requirements, Cost Principles, and Audit Requirements for Federal Awards encourages recipients and subrecipients to ensure, when practicable, that such businesses are considered in procurement and contracting. Vendor shall apply these requirements to any subcontractors.
Please confirm
*Response required
10. Acknowledgement – “Domestic Preference for Procurements”*
By signing and submitting this proposal, the Vendor hereby verifies that, to the greatest extent practicable and consistent with applicable law, it will, when using federal award funds, provide a preference for the purchase, acquisition, or use of goods, products, and materials produced in the United States, as required by 2 C.F.R. § 200.322 (Domestic Preferences for Procurements). “Produced in the United States” means that all manufacturing processes, from the initial melting stage through the application of coatings, for iron and steel products occur in the United States. The Vendor further acknowledges that this requirement must be included in all subcontracts, purchase orders, and other contractual instruments under any resulting contract and will comply with this requirement during the term of the contract.
Please confirm
*Response required
11. Acknowledgement - "Tariff Clause" (If Applicable)*
By submitting this proposal, the Vendor acknowledges that it has read, understands, and agrees to comply with any Tariff Clause included in this solicitation, if applicable. The Vendor further agrees that any request for price adjustment due to tariffs, duties, or taxes shall be submitted and evaluated in accordance with the terms and limitations specified in the solicitation.
Please confirm
*Response required
12. Criminal Convictions Disclosure*
Has the owner(s) of the company been convicted of a crime within the past ten (10) years (excluding minor traffic violations)?
Yes — The owner(s) has been convicted of a crime within the past ten (10) years. (If “Yes,” attach a separate sheet providing details including the name of the individual, offense, jurisdiction, and date of conviction.)
No — The owner(s) has not been convicted of a crime within the past ten (10) years.
*Response required
13. Criminal History Disclosure*
Have you, or any member of your Firm or Team to be assigned to this engagement, ever been indicted or convicted of a felony or a misdemeanor greater than a Class C (excluding minor traffic violations) in the last five (5) years?
Yes — A member of the Firm or Team has been indicted or convicted of a felony or misdemeanor greater than a Class C in the last five (5) years. (If “Yes,” attach a separate sheet providing details including the individual’s name, offense, court, and date of conviction/indictment.)
No — No member of the Firm or Team has been indicted or convicted of a felony or misdemeanor greater than a Class C in the last five (5) years.
*Response required
14. Litigation / Claims History*
Has your Firm or Team, you, or any member of your Firm or Team been involved in any claim, lawsuit, arbitration, or litigation with the City of Killeen or any other Federal, State, Local Government, or private entity during the last ten (10) years?
Yes — A member of the Firm or Team has been involved in litigation in the last ten (10) years. (If “Yes,” attach a separate sheet providing details including case/claim name, parties, nature, forum, date filed, current status/outcome.)
No — No member of the Firm or Team has been involved in litigation in the last ten (10) years.
*Response required
15. Termination for Work Disclosure*
Has your Firm or Team, you, or any member of your Firm or Team ever been terminated (for cause or otherwise) from any contracted work performed for the City of Killeen or any other Federal, State, Local Government, or private entity?
Yes — The Firm or Team, or a member of the Firm or Team, has been terminated from contracted work. (If “Yes,” attach a separate sheet providing details including entity, reason, date, resolution).
No — The Firm or Team and no member of the Firm or Team has been terminated from contracted work .
*Response required
16. Bankruptcy / Reorganization Disclosure*
Has the company been in bankruptcy, reorganization, or receivership in the last five (5) years (whether voluntary or involuntary)?
Yes — The company has been in bankruptcy, reorganization, or receivership in the last five (5) years. (If “Yes,” attach a separate sheet with details including dates, jurisdiction, chapter (if applicable), and current status.)
No — The company has not been in bankruptcy, reorganization, or receivership in the last five (5) years.
*Response required
17. Operational History - Continuous Services Provided*
Has the company provided continuous services as requested in this solicitation and operated in this capacity for two (2) years without interruption?
Yes — The company has provided continuous services and operated in this capacity for two (2) years without interruption.
No — The company has not provided continuous services and operated in this capacity for two (2) years without interruption.
*Response required
18. Disclosure of Debarment, Suspension, or Exclusion*
Has the company been disqualified, debarred, suspended, or listed on any excluded parties list (including, but not limited to, the General Services Administration’s list of parties excluded from federal procurement and nonprocurement programs) by any public agency, including the Federal Government?
Yes — The company has been disqualified, debarred, suspended, or listed on an excluded parties list. (If “Yes,” attach a separate sheet providing details including dates, issuing agency, and current status.)
No — The company has not been disqualified, debarred, suspended, or listed on an excluded parties list.
*Response required
19. Disclosure of City Employee/Official Financial or Other Interest*
Does any City of Killeen employee or official (including elected officials or appointed board/commission members) or any immediate family member of such persons have any financial or other interest in your company (e.g., ownership, employment, equity, consulting relationship, or other benefit)?
Yes — A City of Killeen employee, official, or their immediate family has a financial or other interest in the company. (If “Yes,” attach a separate sheet providing details including the individual’s name, relationship to the City, nature of interest, and any relevant dates.)
No — No City of Killeen employee, official, or their immediate family has a financial or other interest in the company.
*Response required
20. Ability to Perform Services as Specified*
Can the company perform and provide the services exactly as described in the solicitation specifications and Scope of work?
Yes — The company can perform and provide the services as specified.
No — The company cannot perform and provide the services as specified. (If “No,” attach an explanation identifying any exceptions or limitations.)
*Response required
21. Service Commencement After Award*
When can the company begin providing services after award? Please state the number of calendar days required from award/notice to proceed until the company can commence full performance of the services requested in this solicitation:
Answer (number of days):
*Response required
22. Point of Contact to Resolve Issues (Delivery or Invoice)*
Please provide the primary point of contact the City may reach regarding service issues, delivery questions, or invoice/payment matters. Include the following information:
Name:
Title/Role:
Company:
Mailing Address:
Phone Number:
Email Address:
*Response required
23. Cooperative Governmental Purchasing Notice*
Other governmental entities may maintain interlocal agreements with the City of Killeen and may elect, but are not obligated, to purchase goods and services defined in this Invitation to Bid (ITB) from the successful bidder. Any such purchases by another governmental entity will be billed directly to and paid by that entity. The City of Killeen will not be responsible for another entity’s debts. Each governmental entity will place its own orders with the successful bidder and will be responsible for ensuring full compliance with the ITB specifications. Prior to purchases by other governmental entities, the City will notify the successful bidder of their intent.
Please indicate below if you will permit other governmental entities to purchase from your agreement with the City of Killeen:
Yes — I agree to allow other governmental entities to purchase under the contract awarded through this ITB.
No — I do not agree to allow other governmental entities to purchase under the contract awarded through this ITB.
*Response required
24. Copyrighted / Confidential Information – Texas Public Information Act*
All bids or proposals, data, and information submitted to the City of Killeen are subject to release under the Texas Public Information Act (PIA), unless the information is specifically exempt from disclosure under the Act or other applicable law. Information submitted to the City is presumed to be available to the public upon request, and may be released unless a statutory exception applies or the Office of the Attorney General determines it should be withheld.
You are not encouraged to submit data and/or information that you consider to be confidential or proprietary unless it is absolutely necessary for the City to understand and evaluate your submission.
Instructions for Submitting Confidential/Proprietary Information
Clearly label each page that contains information you believe to be confidential or proprietary.
Do not label entire documents wholesale; only the specific portions you consider confidential should be marked.
You may use colored paper (e.g., yellow or pink) to assist in distinguishing pages with claimed confidential information.
Failure to clearly label the specific information on the actual pages will be considered a waiver of confidential/proprietary rights in that information.
If the City receives a public information request that involves your submission, the City will notify you so you may assert your claim of confidentiality to the Office of the Attorney General and provide reasons supported by applicable law.
Please indicate below:
The proposal/bid submitted to the City contains NO confidential information and may be released to the public if required under the Texas Public Information Act.
The proposal/bid submitted contains confidential information, which is properly labeled as described above.
*Response required
25. Location of Confidential Information*
If your proposal contains confidential or proprietary information, please identify where it is located. Be as specific as possible so that the City can locate the information quickly if a Public Information Act request is received.
For each instance of confidential or proprietary information in your proposal, include:
Section/Tab Name:
Page Number(s):
Paragraph/Table/Item Reference:
Brief Description of Information Claimed as Confidential:
*Response required
26. Insurance Compliance*
Does the contractor maintain the insurance coverage as specified in the insurance requirements section of this solicitation, including minimum coverages, limits, and any proof of insurance requirements (e.g., certificates of insurance)?
Yes — The contractor maintains all required insurance coverages as specified.
No — The contractor does not maintain all required insurance coverages as specified. (If “No,” attach a sheet explaining any differences between your current insurance coverage and the insurance specified in the solicitation, including coverage type, limits, or any conditions/exceptions that apply.)
*Response required
27. Company’s First Year of Business Operation*
Please indicate the first year your company began business operations (the calendar year the company was established and began providing services):
This helps the City understand the vendor’s experience and length of operation as part of its responsibility determination.
Answer (Years):
*Response required
28. Insurance Broker Information*
Please provide the insurance broker or agent information for the insurance policies that cover your company’s operations related to this solicitation. Include each of the following:
Insurance Broker / Agency Name:
Contact Name:
Phone Number:
Fax Number (if applicable):
Email Address:
Collecting broker contact information is a standard part of vendor questionnaires so the awarding agency can verify coverage or follow up on policy details if needed.
*Response required
29. Pending Insurance Claims*
Are there any claims currently pending against your company’s insurance policies?
Yes — There are pending claims. (If “Yes,” attach a separate sheet providing details including the date the claim was filed, the nature of the claim, the insurer, and current status.)Asking about pending claims helps assess risk or potential liabilities that may affect the vendor’s ability to perform under a public contract.
No — There are no pending insurance claims.
*Response required
30. Recent Sales / Public Agency Project History*
Please list up to five (5) of your most recent sales or contract engagements with other public agencies (governmental entities) and/or other customers that are relevant to the goods/services defined in this solicitation. Include the following information for each:
Customer/Agency Name:
Contact Person and Title:
Phone Number:
Description of Goods/Services Provided:
Contract/Order Amount ($):
Date(s) of Performance/Delivery:
*Response required
31. Emergency Business Service Contact Notice*
During a natural disaster, homeland security event, or other emergency situation, the City of Killeen may need access to your business for products or services after normal business hours and/or on holidays. The City may request City personnel pick up or vendor delivery of products or services in such events.
For this purpose, vendors must provide both a primary and a secondary emergency contact name and phone number, and it is critical that this emergency contact information remains current. Vendors shall notify the City by email of any changes to the emergency contact names or phone numbers. Updates may be emailed to: SPrice@killeentexas.gov
All products or services requested during an emergency event are to be supplied at the established contract prices, terms, and conditions. Vendors shall also provide the fee (pricing) for an after‑hours emergency opening of the business, if applicable. In general, orders will be placed using a City of Killeen procurement card (MasterCard) or a City‑issued Purchase Order, and billing must include any emergency opening fee.
Please download the document listed below, complete it in full, and upload it with your proposal submission:
Emergency_Business_Service_Contact_Notice.pdf
*Response required
32. Proposal Documents*
Upload your complete proposal in this section, if applicable to this solicitation. For solicitations requiring pricing to be entered directly into the system (e.g., bids), vendors may upload a placeholder document (e.g., a brief statement indicating “No additional documents to upload”) to satisfy this requirement. Vendors may also use this section to provide any supplemental or supporting documentation.
*Response required
5. COK Reservation of Rights - RFP
5.1. Reservation of Rights
In connection with the RFP, the City of Killeen reserves all rights (which rights may be exercised by the City in its sole discretion) available to it under applicable laws, including without limitation, and with or without cause and with or without notice, the right to:
Cancel this RFP, in whole or in part at any time before the execution of a contract by the City of Killeen, without incurring any cost, obligations, or liabilities.
Issue addenda, supplements, and modifications to this RFP.
Revise and modify, at any time before the RFP submittal due date, the factors and/or weights of factors the City will consider in evaluating RFP submittals and to otherwise revise or expand its evaluation methodology as set forth herein.
Extend the RFP submittal due date.
Investigate the qualifications of any respondent under consideration and require confirmation of information furnished by the respondent.
Require additional information from a respondent concerning contents of its RFP submittal and/or require additional evidence of qualifications.
Waive or permit corrections to data submitted with any response to this RFP until such time as the City declares, in writing, that a particular stage or phase of its review of the responses has been completed or closed.
Reject at any time, any or all submittals, responses and RFP submittals received.
Terminate, at any time, evaluations of responses received.
Appoint an evaluation committee to review RFP submittals or responses and make recommendations.
Hold interviews, conduct discussions, and correspond with one or more of the respondents to this RFP for improved understanding and evaluation of the responses to this RFP.
Seek or obtain data from any source that has the potential to improve the understanding and evaluation of the responses to this RFP.
Disclose information contained in an RFP submittal to the public as required under the Texas Public Information Act.
Authorize respondents to substitute key personnel until the City declares, in writing, that a particular stage or phase of its review has been completed and closed.
Waive deficiencies in an RFP submittal, accept and review a non-conforming RFP submittal or seek clarifications or supplements to an RFP submittal.
Disqualify any respondent that changes its RFP submittal without the City’s authorization.
Exercise any other right reserved or afforded to the City of Killeen under this RFP. The City reserves the right to modify the process, in its sole discretion, to address applicable law and/or the best interest of the City.
The City shall not, under any circumstances, be bound by or liable for any obligations with respect to RFP 27-09 Utility Billing / Customer Information System (CIS) Software and Implementation Services until such time a contract has been awarded and all necessary approvals obtained in form and substance satisfactory to the City have been executed and authorized, and then only to the extent of such agreements.
6. Attachments
No attachments were included
City of KilleenIssuing agency·Killeen, TX·via a public procurement portal