Customer Information System and Related Services

The vendor is required to provide by customer information system (CIS) will serve the districts' water utility which has 70,000 accounts and 250,000 customers, and will need to encompasses a comprehensive suite of solutions to efficiently manage billing, collections, service order management, and account operations.
- The CIS should include a user-friendly web portal with payment options accessible via both web and phone interfaces for districts' customers to use; moreover, it should enable personalized communication with districts' customers based on their preferred channels, ensuring streamlined interactions and enhanced customer satisfaction.
- The districts intends to acquire a web-based system, hosted and fully managed/supported by the contractor as a software as a service (SaaS) solution to satisfy all its requirements include:
• Improving services for internal and external customers
• Implementing an integrated customer service system
• Offering additional online and phone self-service options
• Providing more customer self-service options over the internet and telephone
• Reducing manual processes and increasing productivity by creating efficiencies
• Digitizing paper-based workflows
• Selecting and implementing a supportable solution
- The solution should encompass the setup and configuration of the CIS, data transfer, data, and system recovery, as well as ongoing technical support throughout the duration of the Agreement.
- The Agreement will require a comprehensive suite of solutions and allow for scaling up of the new CIS and adding additional services, as needed.
- Contract Period/Term: 7 years
- A Mandatory Proposers' Conference Date: February 25, 2025
- Questions/Inquires Deadline: March 03, 2025