Customer Information System Software and Implementation Services

The Vendor is required to provide a new utility billing (UB) and customer information system (CIS) solution for electric, water, wastewater, and refuse and recycling collection services.
- Required:
•    Customer information and utility billing system (stand-alone)
- Optional:
•    Customer self-service portal
o    Either as an in-house solution, or
o    Through a subcontracted partner vendor, where the solution is pre-integrated into the proposed customer information and utility billing system
•    Payment processor
o    Either as an in-house solution, or
o    Through a subcontracted partner vendor, where the solution is pre-integrated into the proposed customer information and utility billing system
- Functional objectives
•    Optimize internal business processes – the solutions should reduce the complexity of current internal business processes and streamline workflows across departments. 
•    Increase automation – the solutions should offer automation wherever possible, minimizing manual effort and improving efficiency and accuracy. 
•    Enable customer empowerment – the solutions should offer a significantly enhanced customer experience with a suite of new benefits and features for the end-user and customer. 
•    Align with industry standards – the city seeks to incorporate industry best practices and standards into its new systems. 
•    Ability to do more with less – new solutions should enable the city to do more tasks and workflows entirely through the systems while reducing the effort needed.
- Technical objectives
•    Simplify system architecture – the city seeks to reduce the complexity in the design and structure of its systems by streamlining components and eliminating redundancies. 
•    Leverage core functionality – the solutions should offer robust out-of-the-box functionality and be able to accommodate the needs of the city without extensive customization. 
•    Modernize integrations and APIS – integrations and interfaces should be linked using APIS and preferably standard APIS where possible for interoperability.
•    Enable AI-driven capabilities – the solutions should support responsible use of artificial intelligence to enhance operational efficiency, analytics, and customer service (e.g., intelligent automation, predictive insights, chatbots, or assisted reporting) while maintaining appropriate data governance, transparency, and security. 
•    Provide a sustainable solution – the solutions should be able to meet the city’s current and future needs to ensure long-term use and ease of maintenance. 
•    Increase security and compliance – it is essential that any new systems include the latest in security safeguards to maintain regulatory and policy compliance for the city. 
•    Improve data quality – due to limitations and longevity of the legacy system, the migration to the new system will also serve as a needed data clean-up to support accurate, reliable operations. 
•    Enable better reporting – the city requires better access to data, information, and reporting that is currently unavailable, significantly restricted, or requires custom programming to obtain.