Water Account Monitoring Portal Services

The vendor is required to provide water account monitoring portal services to collect, present, and notify residents about water usage data, bill presentment, leak alerts, and payment options in an equitable, transparent, and user-friendly manner.
- Goals
•    Broaden access to account information beyond in-person or phone support.
•    Provide data-driven insights into customer consumption and anomalies.
•    Ensure equitable access via -compliant, mobile-friendly interfaces.
•    Increase transparency through clear usage, billing, and alert history views.
- Functional requirements
a. Portal features
•    Utility-specific portal branding (logo, colors, fonts, contact details), banner messages, feedback widget.
•    Usage presentment and bill analytics with prior month and year comparisons.
•    Bill presentment (pdf) and bill history with export.
•    Leak alerts and high-usage notifications; configurable thresholds
•    Account transaction’s view (bills, payments, adjustments).
•    Payment integration and one-time payment option (EBPP).
•    Multilingual support (english and Spanish).
•    CSR and admin portal for user management, reporting, and customer support shadowing.
•    Service request and smart forms (short and long forms).
•    Tips and ways-to-save content integration
b. Equity and accessibility
•    Accessibility compliance; screen reader support.
•    Responsive design for mobile and desktop.
•    Notices and multilingual content support.
•    Optional SMS and email notifications configuration for users with limited broadband.
c. Analytics and reporting
•    Real-time dashboards for usage, leaks, and notifications.
•    Export reports to excel, csv, or pdf. 
•    Anomaly detection (e.g., continuous flow patterns). 
•    Aggregated consumption analytics by time period.
d. Transparency and public access
•    Public-facing outage and maintenance notices page.
•    Project updates and knowledge base
•    Email notification signups for service updates.
e. Security and privacy
•    Data encryption in transit and at rest. 
•    Role-based access for city staff; least privilege configuration. 
•    Audit logs for administrative actions and user access.
•    Single sign -on and MFA support. 
•    Compliance with GDPR and CCPA - style data privacy protections. 
•    Documented data retention and deletion policies.

- Questions/Inquires Deadline: October 10, 2025