Customer Information System and Implementation Services

The Vendor is required to provide software describes a comprehensive suite of functionality designed to streamline and enhance the city’s customer information system (CIS) processes.
- The Applicant must demonstrate adequate experience in the following areas; the City prefers a minimum of five years such experience:
•    Large-scale, distributed database design and implementation.
•    Wide Area Network (WAN) and Local Area Network (LAN) integration.
•    Software design, integration, testing and support.
•    Help desk operations.
•    Computer-based training development.
•    Large-scale project management experience.
•    High availability systems that are mission critical.
- Topology and infrastructure diagrams defining the technology proposed;
- The software architecture of the proposed solution (two-tier or three-tier environment, etc.), including detailed justification for the architecture selected and information correlating each software component or tool proposed to the following architecture layers, each of which must be described in detail:
•    Workflow-processing plan that defines the solution with respect to process definition and workflow API and interchange.
•    Reporting infrastructure proposed to handle predefined and ad hoc reports.
•    Archiving and auditing plan to address the business requirements;
- Logistical and support plan for deployment of the application;  
- Address the following questions regarding ongoing support for the proposed solution: 
•    Provide the minimum, maximum, and average response times (hours) provided as part of the basic support agreement and average response time for the past twelve months.
•    Describe Help Desk services for technical support and end users. Specify days and hours and any escalation options 
•    Identify the party or business unit that is responsible for the support options provided
•    It is anticipated that all system updates, security updates and release patches will be applied in a timely manner. For any on-premises components these should be easily downloadable, if applicable. An accumulation patch process is desired.
- Provide information on how software updates are received, processed, and distributed, including but not limited to:
•    Backward version compatibility and support
•    Timeframe/policy on moving to new versions
•    Automatic product upgrades versus on-demand
•    Ease of implementation for the City staff versus need to contract for services.
•    Use of tools to deploy new versions and patches
•    Additional information.
- Customer service features must be integrated to provide exceptional customer support.
- The city's unique needs, the solution must support other city-specific needs, including but not limited to, customer assistance programs, installment payment plans, homeowner’s emergency loan program (HELP) loans, law and regulatory compliance, and Sheriff Sales, among other needs.
- The system must also enable the City to manage account-related devices and oversee their maintenance, linking these with meter work orders. 
- A payment processing solution shall be integrated with these features. 
- All the key processes within the system should be able to be performed in an intuitive manner and be supported by advanced analytics to drive data-driven decision-making.
- The system must also be adaptable to updates to City policy, law and regulatory changes, and business process changes. 
- The system should also be recoverable within the Recovery Time Objective and to a Recovery Point defined by the business stakeholders.

- Contract Period/Term: 1 year
- Mandatory Pre-Proposal Meeting Date: August 18, 2025
- Questions/Inquires Deadline: August 29, 2025