Specifications include, but are not limited to: Task 1: Customer Service The winning bidder will be required to handle all calls related to the EV Rebate Program forwarded from Efficiency Maine’s Call Center Monday through Friday, 8:00 a.m. to 5:00 p.m., except State holidays. This program typically receives around five calls per day and we expect at least 90% of calls to be answered within 20 seconds. In addition, the winning bidder will be expected to handle email inquiries about the program within one business day – approximately two emails per business day. Task 2: Efficiency Maine Call Center Coordination All customer calls come in through Efficiency Maine’s central call center. Calls are forwarded to the appropriate program team (e.g., the Electric Vehicle Program). The winning bidder will be required to work cooperatively with the Trust’s central call center and assist with call center training, monitoring, and support to ensure maximum customer satisfaction and cost-effective program delivery. Task 3: Incentive Processing The program issues about 1,000 rebates per year. The winning bidder will be expected to process rebates, resolve any outstanding data needs or customer questions, handle non-compliant applications, and provide documentation to the Trust to support reimbursements to dealers and direct payments to applicants. Efficiency Maine offers different incentive levels for various electric vehicle types as well as customer types. The winning bidder will be expected to carefully review incentive applications for accuracy and completeness for vehicle and customer eligibility. Task 4: Program Activity Tracking and Updates to effRT The winning bidder will be required to upload to effRT all data required to claim savings and facilitate program evaluation. Information may include vehicle details, vehicle features, vehicle price, dealership name, purchase date, customer information, incentive, rebate claim date, intended use (residential/commercial), etc. This information will need to be uploaded as rebates are processed. Task 5: Weekly Program Reporting The winning bidder will need to provide weekly reports in Excel, or similar format as approved by the Trust. Following are examples of elements currently in tracking reports: • Fiscal year-to-date actual vs plan and forecasted full-year vs plan: o Rebates by type o Incentive and administrative (“delivery”) costs • Full-year rebate quantity and cost forecast • Dealer program participation (e.g., by number of rebates) • Key performance indicators
