Specifications include, but are not limited to: Brownsville Public Utilities Board (“BPUB”, “The Utility”) is soliciting competitive sealed proposals for the purpose of providing customer service and leadership training services for customer service staff. 1. Goal This customized professional training program will provide development of customer service and leadership skills in alignment with the strategic direction of company goals, mission, vision, and core values. 2. Audience The audience for this training program is BPUB’s Customer and Support Services Division, which includes an average of 47 employees (7 managers and supervisors, and 40 general staff) from the following departments: Billing, Call Center, Cashiers, Collections, and Customer Service. 3. Training content Training content should address the topics listed in the “cost sheet”, which were selected based on the input from the division director and managers. 4. Evaluation Proposals should, to the extent possible, include implementation of the reaction, learning, behavior, and results levels of training program evaluation. 5. Core values BPUB’s culture is values-driven. It is important that the Firm integrate the following BPUB core values in the course content: Customer Service and Community Partnership, Employee Satisfaction and Collaboration, Environmental Stewardship, Innovation and Continuous Improvement, Open Communication, and Safety.
