The Vendor is required to provide a comprehensive utility billing software solution.
- System should support all existing City utility billing processes and procedures while enhancing customer service capabilities, improving staff productivity, and leveraging current technological advancements.
- This includes providing all necessary resources related to system hardware, software, training, data conversion, ongoing maintenance, and technical support.
- A strong preference will be given to vendors that offer a fully integrated customer web portal solution, enabling online payments and account management.
- Current Utility Billing Software
• Inadequate integrations and user interfaces
• Excessive workaround needed to perform essential functions
• Need for enhanced reporting and analytics capabilities
• Inadequate software support turnaround
• Reliability and accuracy
• Poor customer online experience
- The City seeks a modern, robust solution to address these challenges and support its long-term operational goals, while enhancing the customer online experience.
- Goals for New Solution
• Enhance Operational Efficiency: Streamline utility billing processes and reduce manual intervention through automation and improved workflows.
• Improve Customer Service: Provide tools to enhance customer engagement, such as an intuitive customer web portal for online payments and account management.
• Ensure Scalability: Support organizational growth with a solution capable of handling increased customer accounts and expanded services.
• Leverage Modern Technology: Utilize advanced technology, including AMI/AMR integration, Itron AMR, real-time reporting, and mobile compatibility, to improve system performance and usability.
• Increase Staff Productivity: Provide staff with user-friendly tools and interfaces to perform their roles efficiently and effectively.
• Strengthen Data Security: Ensure the solution adheres to modern cybersecurity standards to protect sensitive customer and financial data.
• Facilitate Integration: Seamlessly integrate with existing and future systems, such as Tyler Technologies and ESRI ArcGIS.
• Enhance Reporting and Analytics: Provide robust reporting tools to enable data-driven decision-making and regulatory compliance.
• Minimize Total Cost of Ownership (TCO): Deliver a cost-effective solution with transparent pricing for implementation, maintenance, and ongoing support.
- Software should seamlessly integrate with all aspects of the utility services, including:
• Maintaining customer accounts
• Billing and collection processes
• Improve customer communication capabilities via text and robocalling services
• Service order management
• Payment processing
• Customer web portal functionality
- Key expectations for the system include:
• Efficiency improvements: Streamlined processes for setting up new accounts, creating service orders, managing delinquencies, and processing billing cycles.
• Security and User Access:
o Robust security features to provide customizable access levels, including full access, read-only access, and limited access.
o Administrative capabilities to manage user permissions and passwords.
o Restriction of specific fields to be editable only by administrators.
o SOC and PCI-DDS Compliance.
• Integration Capabilities: The system must accommodate all integration requirements specified in this RFP, ensuring seamless operation with other City systems, including: MUNIS, Itron, and ESRI ArcGIS.
• Technical Support: Timely and reliable technical support during client business hours to address system issues.
• Customer Web Portal: Vendors offering a fully integrated, real-time customer web portal for online payments, account management, and enhanced customer engagement will be prioritized during the selection process.
- Questions/Inquires Deadline: January 21, 2026
