Utility Billing Software

The vendor is required to provide a cloud-based utility billing software for its water, sewer and storm utilities.
- Solution will replace the city’s existing customer information system (CIS) and must integrate with its existing meter reading system (ACLARA), asset management system (LUCITY), mapping software (ArcGIS), city auditor’s ERP (new world), and customer payment options.
• Software to support the utility billing and associated functions including meter inventory, backflow inventory, fats, oils and grease inventory and service work orders. 
• Software to support miscellaneous revenue receipts. 
• Installation of the software. 
• Conversion from the existing software to the new software. 
• Integration with online payment options or offer a comparable solution with an implementation plan. • Describe in detail the system’s ability to integrate with third-party systems, have open backend APIs with other systems and how it fully integrates with GIS. 
• Conversion of existing e-user accounts to new software. 
• Training for staff on new software. 
• Annual maintenance contract to maintain the system, correct deficiencies and provide accessible operations assistance as required. 
• Provide technical support between 8:00am and 4:30pm eastern time Monday through Friday. 
• Software security services and PCI-DSS compliance, as well as data backups.
1. Billing
• Software shall be able to support multiple service codes and rate structures. must be able to handle penalty and late fee capabilities and tracking. 
• System shall have flexibility and be able to accurately invoice items such as compound meters, connection fees, meters, rollover meter readings, multiple service charges and credits. 
• The system must have the ability to store historical data such as invoices and account histories and be able to reprint these as necessary.
2. Billing (miscellaneous) 
• Software shall have the capability of billing miscellaneous utility items for work order related services, backflow billing, fats, oils and grease billing and other nonroutine collections. 
3. Backflow management 
• Provide a customer facing website and application for filing and payment of fees during new installation and annual certification. 
4. Invoices 
• Utility bills shall be presented in a format designed to meet the requirements of the existing 3rd party vendor (smart bill) and have the ability to reformat and design bills in-house as required. 
5. Collections 
• Reports such as accounts receivable, aging and payment histories must be able to be provided at any specified point in time and be able to be recreated as needed. 
• Aging reports specifying 30, 60, 90 and 120 days are required. automated generation of notices. 
6. Receipting 
• A cash management system and web-based/application payment center with the ability to receive all types of payments (cash, check, credit card, Venmo, PayPal, apple pay, etc.) is required. 
• The software system shall report payments in real time with end of day reporting to include payments from all sources. 
• PCI-DSS compliance maintained by software provider 
7. Digital payment platform 
• Payments shall be able to be made online, via email, text, or phone. 
• Customer ability to schedule payments, enroll in autopay or checkout as a guest. 
• Payments shall be one-click through email, text or calendar reminders. 
8. Customer online portal 
• Customer to opt in/out of auto alerts, have access to bill history and usage history. 
9. Interface to automated meter reading system 
• Meter readings shall be electronically transferred to customer accounts for billing from aclara via amr system. 
10. Delinquents and disconnections 
• Ability to track and process delinquent notices and subsequent disconnections. 
• All types of documents associated with delinquent accounts such as payment agreements shall be easy to execute, access and edit. 
11. Adjustments to meter readings, bills and payment 
• The software must have the ability to adjust a customer’s meter reading, billing and/or payments as needed and produce corrected bills based on corrections. 
12. Reporting tools 
• Ability to create custom reports in addition to the systems template reports and download data in multiple formats. 
• The software shall be able to provide daily, monthly, and annual reports that are summarized by service rates, customer type or other specific categories. 
• Reports to assist with billing such as high/low consumption, no reads, customer changes, and possible errors are required. 
13. Notes 
• The software shall provide the capability to add unlimited notes on customer accounts. 
• Notes field shall be indexed for search functionality across all records simultaneously. 
• The ability to add documents such as user agreements, connection records, billing agreements, easements, and other pertinent information to individual account records is required. 
14. User tracking 
• The ability to track changes made to customer accounts, service codes, reading, etc. is required for both internal and external users. 
15. Work orders 
• Scheduling system and remote work order completion is required. 
• The city would like the option to create work orders interfaced with city’s GIS mapping software. 
16. Software installation and sunsetting 
• The vendor shall cooperate with the city’s it contracted firm, alpha link, the project manager and water staff to lead the installation of the new software and the conversion of all current utility billing data to the new software database and sunset the existing software.
17. Audit report 
• A validated audit report must be provided for each customer account and meter showing proper coding has been transferred to the new database. 
18. Training 
• The vendor shall provide training to all key personnel and extend technical support for as long as the city contracts with the vendor. 
19. On-line account transfer 
• The successful vendor shall work with the city to develop a plan to convert active on-line accounts to the new software. 
• The plan shall include notification to account holders and transfer of all accounts currently enrolled in electronic payments. 
20 Database 
• Database shall be provided in the third normal form (3nf).
- Questions/Inquires Deadline: July 21, 2025