Water Account Management Digital Transformation Services

The vendor is required to provide embarking on an ambitious digital transformation program aimed at modernizing its services and service delivery operations.
- The town seeks to procure a consultant to spearhead a critical first project that will create a template for future digital transformation projects.
- The town’s first digital transformation project is focused on the water and wastewater account management processes, including but not limited to: new account creation, inventory, asset management, billing, payment, account closure, etc.
- The consultant's expertise will ensure that the town's water and wastewater account management processes are not only updated but also optimized for greater efficiency and customer satisfaction, and the town has a repeatable digital transformation project model for future projects based on industry and service design best practices.
- Include for services:
a. Current state review:
• Business process mapping
• Customer journey mapping and satisfaction assessment
• Scan of comparator municipality solutions for water account management
b. Future state design:
• Process mapping
• Customer experience design
• Identification of best practices in municipal water account management services and government digital services
c. Implementation plan:
• Draft RFP documents for procurement of systems, applications, or technology development (if applicable)
• Milestones and sequenced timelines for implementation
• Resource plan for human and financial resources
• Business case
• Risk assessment and mitigation strategies
• Evaluation and performance metrics
d. Digital transformation project framework:
• Templates for the deliverables covered in the three project stages above
• Training and support documentation for digital transformation projects
- Accessibility standards and corporate guidelines
• Vendors shall follow the towns accessibility standards and corporate guidelines when developing reports, recommendations, PowerPoint presentations and/or public information sessions for the town and council.
- Questions/Inquires Deadline: May 15, 2025