Utility Billing Software

The Vendor is required to provide for customer information and billing system (CIS) services in order to replace the current system and integrate with county our enterprise resource planning (ERP) software.
- The following systems:
• Customer Information & Utility Billing System
• Customer Empowerment / Self-Service Portal
• Payment Processing
- Inefficient Customer Service Processes
• Customer service representatives struggle to access customer location information quickly and accurately due to system limitations to be able to view historical and current information (e.g. prior service history, billing history, service order history and more). 
• This can impact on the quality and responsiveness of customer support. 
• The county desires advanced functionality such as screen pops from customer phone calls and optional call to text transcription.
- Lack of real-time updates
• The current system does not provide real-time information to customers and csrs alike (e.g. payment status, meter reads, service order status, etc.). 
• This results in delays in reflecting changes or service modifications, leading to outdated information, delayed payments, and potential service disruptions.
- Customer communication options
• The county has limited options for communicating with customers today.
• They desire to offer their customers more communication options (e.g. text, online chat, auto emails) and ability to manage their communication / notification preferences.
- Restricted self-service functions:
• Aside from offering just the basic self-service functions such as bill payment or account balance inquiries, county is desiring a more robust offering including advanced features like account management, service requests, payment extension automation and usage monitoring.
- Manual order processing:
• Processing orders for move-in / move-out may require manual intervention and multiple data entry steps, increasing the risk of errors and operational inefficiencies. 
• They desire a system that maximizes smart automation and integrations with the customer self-service system.
- Complexity in summary/master billing:
• Managing summary or master billing for customers with multiple accounts or service locations can be complex, resulting in difficulties in consolidating and presenting billing information accurately. 
- Limited automation and integration:
• County’s current system lacks automation capabilities for collections processes, leading to manual intervention and inefficient workflows. 
• Integration with credit rating agencies and financial systems are also limited.
- Limited automation for payment processing:
• The county has limited automation for payment processing, leading to delays in posting payments to customer accounts and reconciling payment transactions.
- Limited meter asset management:
• Tracking and managing meter assets (e.g., serial numbers, maintenance history) can be difficult for the county which can impact maintenance planning and asset utilization. 
• The county desires a robust meter and meter device inventory and management system that integrates with MWM solutions for efficient meter operations in the field (i.e. bar code scanners, meter validation).
- Limited integration with mobile devices:
• The county has limited mobile applications and limited capabilities for field service management, making it challenging to assign, track, and update work orders in real-time. 
• Field technicians may not have real-time access to customer information, service history, or work order updates in older cis systems, impacting the efficiency and effectiveness of service delivery.
- Complexity in service order routing:
• Routing service orders to the appropriate field technicians based on skill sets, availability, or geographical proximity can be challenging and the county desires automated routing capabilities.
- Limited reporting capabilities:
• The county currently has limited built-in reporting functionalities, making it difficult to generate comprehensive reports or customize reports according to specific business needs. 
• Generating reports manually can be time-consuming and prone to errors, especially when data extraction and compilation require manual intervention.
- Questions/Inquires Deadline: August 1, 2025