The City of Anaheim Public Utilities Department is seeking qualified consultants to conduct a comprehensive evaluation and optimization of its customer service operations. The project focuses on assessing the Customer Service Group, which includes call center operations, billing and account maintenance, and credit and collections functions. The selected consultant will analyze current service delivery methods, organizational structure, customer engagement practices, and operational performance. The study will benchmark Anaheim’s practices against leading public utilities to identify inefficiencies, service gaps, and opportunities for improvement. The consultant will develop data-driven recommendations to enhance service quality, operational efficiency, and customer satisfaction. Additionally, the project may include an optional implementation phase to support execution of recommended improvements, including organizational restructuring, process enhancements, and technology optimization to ensure long-term effectiveness and alignment with industry best practices.