Customer Self Serve My Account Portal Solution and Implementation

The vendor is required to provide to purchase and implement a modern customer self-service portal, "my account," for its state-based customers.
- This portal should excel in design flexibility, reliability, speed, mobile experience, and personalization
- It must also support native integrations with agency existing core systems, including CIS, MDM, and work management solutions.
- The following three agreements with the successful proponent:
• A contract outlining the purchase of a SaaS solution for my account portal;
• A contract detailing the implementation services for my account portal; and
• A contract covering ongoing support after the implementation of services for my account portal.
- Provide and set up a customer self-serve portal solution which is cloud-based, vendor hosted, or hybrid.
• Agency requires a cloud solution to meet the on-demand performance scaling required to meet customer-demand surges.
• Agency recognizes that cloud solutions help avoid customizations, periodic upgrades, and increased support requirements that typically come with on premise solutions.
• The proponent must propose only software that is currently supported by the software vendor.
• Agency will not accept any out-of-support software.
• Agency requires the proposed solution to be an existing customer self-serve portal product in the marketplace.
• It is built to deliver best practice; customer self-service features and user experiences and it is used by existing utility companies.
• It is maintained and enhanced to stay current with customer UX expectations.
• Agency is not seeking a custom built, one-off solution.
- Provide software maintenance and support required to ensure this mission critical system remains viable while licensed to Agency. this includes, but is not limited to ensuring:
• Appropriate and timely defect resolution, including the ability to obtain critical patching (without waiting for a general release).
• Support desk hours aligned with maintaining a mission critical system.
• Scheduled releases for maintenance and functionality improvements.
• A documented management escalation path.
• A documented defect level classification and response time matrix.
- Provide design solutions around the provided use cases and requirements to better meet user and business needs.
- Proponent to provide a response in the business use case response form.
- Jointly work with agency to plan and test the proposed solution and required internal system integrations from both a functional and performance-based lens.
- Jointly work with agency to plan and complete customer-centric testing to ensure the solution meets customer expectations
- Provide materials to support the required testing (e.g. test scripts / tools) to confirm the solution will meet agency business requirements.
- These materials are expected to support the industry standard processes for customer self-serve portals.
- Provide training to the core agency implementation and technical training team.
- Provide computer-based training materials to support knowledge transfer and use of the implemented solution.
- Provide best practices related to change management and solution adoption.
- Collaborate with agency on change management planning and material development.
- Provide advice and answers to the project team.
- Agency will be responsible for planning and executing the change management.
- Provide strategic recommendations as to how to best transition our current my account customers to the proposed solution while minimizing impacts to our end-users.
- Provide a transition plan to the new solution, including key activities, methods, tools and/or accelerators that will be used.
- Provide a technical and architectural resource capable of supporting agency in the overall implementation.
- This individual would be expected to have:
• A deep understanding of the product line and proposed solution.
• A strong relationship with the proponent’s internal product development team.
• The ability to work interactively with the project architecture team to help make key decisions.
• The ability to provide recommendations for specific architectural questions posed by the project.
• The ability to review architectural documents and provide feedback on appropriateness of the solution.
• The technical and architectural services are not expected to be full time but should be responsive to critical questions within 1 day during requirements / development / conversion; and within 2- 3 hours if the question is regarding a critical item during the later stages of the project
- Provide “production like” project support during all phases of the project:
• Weekly (or more frequently as required) meetings with senior software support personnel will be required (these individuals must have the ability to make decisions regarding fixes required and timelines to deliver for software issues raised by the project).
• Confirmed ability to have project software issues (that have a critical impact to project timelines or go-live) treated as production critical issues.
- Provide any additional materials or tools the proponent feels are critical to the success of agency initiative.
- This would include during the implementation period and post go-live warranty
- Provide a post-project support agreement to address ongoing solution adjustments and expansions once the implementation project, including warranty period, is complete
• A standing arrangement that supports quick access and response from proponent resources that are familiar with the implemented solution.
• The work will be focused on adjusting and expanding the implemented solution to meet customer expectations and adapt to emerging business needs.
• Proponent to provide a response in the software implementation approach form and in the pricing form.
- Contract Period/Term: 3 years
- Questions/Inquires Deadline: June 06, 2025