Online Forms Workflow and Case Management Software

The Vendor is required to provide a comprehensive online forms and workflow solution with case management capabilities to support its 80,000 and growing account base.
- Solution shall enhance customer experience with the utility by providing the following:
•    A standard solution for presentation of public-facing access and functionality;
•    Rapid two-way communication between agency utility customers, contractors/consultants, and employees in various departments;
•    A multi-language solution;
•    Ability for customers to control automated communications via opt in or opt out features;
•    Configurable customer dashboards for utility customers to see their account information, information to include but not limited to, utility usage statistics and billing information; and
•    Ability to support chatbot functionality for internal and external customer chat functions.
- Solution shall reduce development and implementation times by providing the following:
•    Easy-to-create forms and workflows that can accept data and attachments from outside the company securely, limiting risk from accepting public-facing information into agency network;
•    Easy integration with other systems such as outlook calendars, Cityworks, Laserfiche, northstar, dynamics GP, GIS, and smart sheets;
•    Low-code modifications and customizations;
•    Dynamic workflows driven by data entry;
•    Capability to file records automatically through workflow functions into Laserfiche;
•    Dynamic forms driven by data entry;
•    The ability to capture metadata from a scanned physical document to populate form fields; 
•    Ability to send notifications and reminders to both internal and external end-users; and 
•    Ability to do custom reports and reporting dashboards.
- Establish a secure environment by providing the following:
•    Capability to support real-time scanning of documents by integrating with antivirus applications;
•    Capability to support active directory (“LDAP”) authentication with single sign on (“SSO”) for internal users and establish secure connections per user for external connections that can be linked to agency customer accounts and can also take requests from new customers;
•    A windows-based solution that uses Microsoft SQL that accepts windows updates without hindering functionality (preferred); and
•    Ability to integrate with agency secure payment processor to take credit card payments and have the ability to set a restricted maximum amount per transaction and per month.
- Create an efficient system through automation by providing the following:
•    Capabilities for processing large sets of data via user-provided data stored in a central file structure. These files shall be processed by an automation tool that reads records for the files and prepares them for record retention in Laserfiche;
•    Capability to read regions of a document (quickfields) and to auto-grab field metadata to populate form document templates;
•    Capabilities to configure data source connections without requiring system modifications; and 
•    Capability for shared work areas, such as a shared inbox or shared queue for team tasks and project work.
- Provide a predictable, cost-effective solution through the following:
•    A fixed, long-term cost for external users;
•    A fixed, long-term license and/or subscription cost for internal users; and
•    Fixed, turn-key pricing for implementation and development.

- Contract Period/Term: 1 year
- Pre-Bid Meeting (Non-Mandatory) Date: October 10, 2025
- Questions/Inquires Deadline: October 23, 2025