Tiered Assistance Program Application Processing Support Maintenance and Consulting Services

The Vendor is required to provide applicants to support and maintain the tiered assistance program (“TAP”), an existing water rate assistance program for qualified residential customers who are low-income or qualified for a special hardship.
- Participation in TAP requires customers to complete an application form and submit the form with supporting documentation.
- Support and maintenance solutions for the following:
• Front-end customer assistance portal
• Integration with Customer Assistance Management Program (CAMP)
• Providing potential TAP customers with a web-based application submission option
• Processing of web-based and paper TAP applications
• Sending application data from and accepting data to a web-based application
• Printing and mailing TAP application forms
• Management of returned mail
• Compliance with the Citywide Policy on Language Access
- The City requires the maintenance and support of the existing web-based application to allow people to apply for TAP, through an on-line form that will be designed by the successful Applicant and approved by the City.
- The City requires that real-time validation of information entered on the existing web-based application be performed against a set of Oracle tables that is available to the web-based system via a database link.
- The successful Applicant(s) must mask and encrypt data enter by applicants.
- Applicant(s) must continue to provide the functionality in the webbased application to allow customers to submit supporting documentation by uploading files including but not limited to PDFs and image files.
- Secure compiling and transferring of all submissions in a format dictated by the City into an Oracle database is required on at least a daily basis.
- Electronic review and approval of documents by customers prior to submission is needed.
- Acceptance of an electronic signature is required.
- Electronic receipt noting time and date of submission will be emailed to customers.
- Applicant(s) must maintain the existing data management plan. This includes a quality control plan and a data security plan to ensure that information is entered as it is submitted and that sensitive information, such as social security numbers, are protected.