Customer Utility Refund Checks Management and Distribution Service

The City of Austin, Texas, is seeking a vendor to manage, process, and distribute customer utility refund checks. The agency needs to solve the administrative challenge of handling two types of customer refunds, which include utility deposit refunds and other utility refunds. The selected vendor will perform all work onsite in Austin, Texas. The scope of work requires the vendor to open a bank account within twenty days of receiving a refund disbursement notification from the agency. The vendor must order checks containing the agency-provided title, return address, and memo information, and prepare these checks for mailing. Each mailed check must include a one-page explanation letter provided by the agency. The vendor must re-issue and mail checks by first class mail if they are returned with a forwarding address, and void any checks returned without a forwarding address. The agency requires the vendor to provide and operate a toll-free telephone number to handle customer inquiries. Additionally, the vendor must create an account reconciliation report that separately lists all cashed, outstanding, and voided checks. Eligibility is restricted to onshore organizations based in the United States. The agency is currently looking for proposals to determine the budget for this project. Bidders must submit all questions regarding this opportunity no later than May 29, 2026.