Customer Information System Software

The Vendor is required to provide for the customer information system (CIS), customer relationship management (CRM), and mobile workforce management (MWFM) are:
• The new CIS will provide the opportunity to transform the customer care and billing systems.
• The new CIS will support the automation of key processes and sub-systems that are needed to enhance agency meter-to-cash process and customer support.
• The new CIS will enhance the overall business goals of the organization, ensuring the IT solutions are strategically aligned with business needs.
• The new CIS will focus on enhanced agility and sustainability to:
○ Support the rate structure, billing, and operations.
○ Collect data and report on metrics.
○ Perform detailed analysis of data and information.
○ Improve financial reporting.
○ Improve processes related to productivity reporting.
○ Understand revenue, revenue stream, and “why” these streams occur.
○ Provide flexibility and ease-of-use for better management of processes (i.e., flexibility for collections).
• The new CIS will provide business users with the ability to systematically review and report on data.
• The new CIS will have minimal customization. 
• Empower business users in the new system.
○ The new CIS and future processes will streamline complex processes.
○ The new CIS and future processes will give the business ownership of data management and maintenance. 
○ The new CIS and future processes will be intuitive. 
○ The intuitive nature will decrease learning curves and increase staff productivity.
- Improve overall efficiency of the city’s water utility function.
a. The new CIS and future processes will focus on:
• Organizational integration
• Automation; elimination of manual activities
• Business intelligence dashboards and reporting
• Enhanced customer experience
• One-call resolution
• Robust integrated work order management system
• Employee retention and satisfaction
• Improved communication
• Empowered employees
• Increased bill accuracy
• System accessibility 24/7
• Simplified intuitive bill format
• Eliminate redundancy in processes
• Shift activities to be more process-centered vs. people centered
• Reduce the number of manual handoffs (improved workflow)
• Increase accountability for staff.
b. The new CIS and future processes will enhance staff’s ability to drive efficiencies through an enhanced data review process. 
c. The new CIS and future processes will enable skills-based routing, metric-driven performance, and enhance employee feedback.
d. The new CIS and future processes will remain in compliance with government regulations and will set strong cybersecurity measures.
- Pre-Proposal Conference Due Date: July 31, 2025
- Questions/Inquires Deadline: August 01, 2025