SMS and Text Services

The Vendor is required to provide SMS/text services aimed at enhancing public communications.
- Automated or manual SMS/text messaging platform that meets the following specifications:
• Platform compatibility: the SMS/text service must be compatible with various devices, including smartphones, tablets, and computers.
• Scalability: the solution must be able to support a user base of around 35,000 constituents (give or take), with the capability to scale to accommodate future growth.
• Compliance: all SMS/text messaging operations must comply with the telephone consumer protection act (TCPA) regulations, can-spam act, and the federal communications commission (FCC) rules regarding telecommunications.
• Messaging types: the system must allow for multiple messaging types, including but not limited to:
• Informational alerts (example: outage and restoration alert to help reduce volume of calls to PD dispatch)
• Conservation campaigns (example: reduce outages and flex alerts)
• Billing alerts (example: reduce disconnects and improve on-time payments)
• Reminders
• Emergency notifications
• Feedback surveys
• Two-way replies and action words for quick self service
• User opt-in/opt-out: the service must include an easy opt-in and opt-out mechanism for recipients to manage their subscription preferences.
• Message personalization: the messaging platform should allow for personalized messages based on recipient information, enabling effective communication with each individual.
• Analytics and reporting: the platform must provide comprehensive analytics and reporting tools that track message delivery rates, open rates, response rates, and other relevant metrics.
• Integration capabilities: the SMS/text service must have the capability to integrate with banning's current customer information systems (cis) and any other existing platforms used for public outreach.
• Support for API integrations is required.
• Reliability: the system must ensure high availability (99.9% uptime) and rapid delivery of messages, ideally within 5 seconds of sending.
• User training: comprehensive training and support for banning staff must be provided to ensure effective utilization of the service (two-hour web training).
• Customer support: vendors are required to offer 24/7 technical support to address any issues or questions that may arise during the contract term.
- Requirements
• Implementation: the vendor must provide a detailed implementation plan outlining key steps, timelines, and milestones necessary for the successful launch of the SMS/text service.
• Testing and quality assurance: prior to full functionality, the vendor must conduct testing to ensure that all features function as intended, message delivery is secure and complies with regulations.
• Maintenance and updates: the vendor must provide ongoing maintenance and support, including updates to software and hardware components to maintain performance and compliance with industry standards.
• Data management: the vendor shall be responsible for managing user data in a secure and confidential manner, adhering to all applicable privacy laws and regulations.
• Service reporting: the vendor shall provide monthly reports summarizing usage statistics, delivery rates, response rates, and any other pertinent data that impacts the outreach efforts of city of banning.
• Response management: the platform must include the capability to manage responses from constituents effectively, allowing for automated replies and escalation protocols for urgent queries or feedback.