Operations Support System and Business Support System

The Vendor is required to provide and implement a modern operations support system / business support system (OSS/BSS) platform, eCommerce site, customer portal, and related implementation services.
- As a rapidly expanding provider, nextlight requires a scalable and flexible platform capable of supporting future growth, increased customer demand, advanced functionality, and seamless integration with other systems across the City’s technology ecosystem.
- This project aims to:
•    Improve operational efficiency by streamlining business processes such as customer management, billing, order fulfillment, and service provisioning.
•    Enable seamless data exchange with external platforms and internal systems through flexible, scalable integrations.
•    Enhance the customer and employee experience through intuitive interfaces and automation.
•    Increase visibility into business performance via robust analytics and reporting.
•    Position the organization for future growth, service expansion, and innovation.
- Identify the best provider to deliver tangible business value in the following areas:
•    Streamlined customer, order, and service management
•    Improved operational workflows and automation
•    Enhanced system interoperability through flexible integrations
•    Reduced manual effort and administrative overhead
•    Improved customer experience and digital service capabilities
•    Readiness for future enhancements and scalability
- Business Functionality
•    Customer management and self-service (customer portal and eCommerce)
•    Product, network and order management
•    Service provisioning and delivery
•    Billing and payment processing
•    Work and field service management
•    Asset and inventory tracking (native or integrated)
•    Reporting and analytics
•    Messaging/Communications Automation capacities (email + SMS)
- System Accessibility
•    Accessible on both desktop and mobile (field and office use)
•    Compatible with iOS, Android, Windows, and macOS devices
•    Spanish and/or bi-lingual access for all customer facing interfaces/messages
•    Seamless visual & branded experience for customer facing interfaces
- Integration & Interoperability
•    Ability to integrate with a variety of internal and third-party systems through welldocumented, secure APIs
•    Priority integrations include:
o    Salesforce Service Cloud, Marketing Cloud and Data Cloud, Mulesoft
o    Snowflake
o    Power BI
o    ArcGIS
o    Calix SMx, CMX, Cloud
o    Alianza
o    Tyler Enterprise ERP financials (formerly "Munis")
o    Payment processors (e.g., Paymentus, Fiserv, Wells Fargo, or any City-selected provider)
o    Collections agencies (e.g., BC Services)
o    Customer SSO (SAML enabled e.g., Okta or Ping)
o    Google Analytics and WordPress (for eCommerce)
- Flexibility & Automation
•    Configurable workflows and automation for business processes
•    Self-service tools for system administrators to manage rules, forms, notifications, etc.
•    Flexible/Customizable/Dynamic/Branded eCommerce online sign-up process.

- Contract Period/Term: 1 year
- Pre-Proposal Conference Date: September 30, 2025
- Questions/Inquires Deadline: October 07, 2025