Title
Consider a memorandum/resolution authorizing the award of RFP 25-37, Utility Bill Print and Mail Outsourcing to Info Send, Inc., in the annual amount of $479,016.00.
Body
DATE: December 9, 2025
TO: Kent Cagle, City Manager
FROM: Judith Tangalin, Executive Director of Finance
SUBJECT: Utility Bill Print and Mail Outsourcing
BACKGROUND AND FINDINGS:
The City of Killeen currently provides water utility services to over 55,000 customers, which generate around 38,000 to 40,000 regular monthly water bills, 11,000 to 15,000 electronic bills, and 11,000-14,000 delinquent notices each month. The Utility Collections Division executes up to fourteen (14) main-cycle bill run mailings per month, in addition to supplemental off-cycle and final billings as required.
With the cost of postage, paper, and envelopes steadily increasing-along with the number of customers due to the City's continued growth-the Finance Department issued Request for Proposals (RFP) 25-37 to assess the cost and effectiveness of outsourcing utility bill printing and mailing services.
On August 14, 2025, at 2:00 p.m., nine (9) proposals were received. Evaluations were conducted by City staff, and the top three (3) vendors were interviewed virtually. InfoSend, Inc. was selected for recommendation based on their detailed implementation process, consistent customer service, and overall cost competitiveness.
The table below compares the monthly internal cost of utility bill printing and mailing with the proposed outsourcing costs through Info Send, Inc.:
Description
Internal
External (InfoSend)
38,000 Monthly Bills, Inserts & Return Envelopes
$28,521
$30,818
12,000 Single Late Notices
$9,271
$8,100
11,000 E-Bills
$1,000
Equipment Leases
$2,971
Personnel Costs Related to Utility Billing
$4,976
Monthly Total
$45,739
$39,918
Annual Total
$548,868
$479,016
Outsourcing utility bill printing and mailing will reduce operational costs, streamline processes, and increase efficiency ...
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