Self Service Portal

The Vendor is required to provide cloud-based customer self-service platform designed to enhance communication, improve operational efficiency, and increase customer satisfaction.
- System software requirements
• The system must integrate with in-code x (Tyler technologies) for daily transfer of consumption data.
• Available 24/7 and should have a designated management contact to assist the user and city with all updates, software releases, problems with new releases, and training on all new release options.
• Meet cloud security requirements approved by the city.
• A current mobile app must be available in the app store.
• All portal functionalities should also be supported within a progressive web mobile application.
• Include a responsive design, allowing full use on mobile devices without requiring the app.
• For users to have the option to select their preferred language or portal content.
• Unauthenticated users to request a user I.D. via email in case they have forgotten their username and are unable to access their information.
• The following capabilities related to capturing and storing preference data for a unique user: a. Create, read, update, and delete preference data. b. Pass preference data to a subsequent business function as part of transactional process via web service.
• Data change history tracking for the life of the contract
• The user support services for phone number and email scrubbing and validation services.
• Enable the utility to change which preferences to capture, and associated data without having to change any internal coding.
• The following notifications for an end user to opt in/out, as well as these preferred methods:
o Abnormal usage
o Possible leak indicators
o Preferred method of contact for leak notification
o High usage notifications can be set on specific factors of high usage compared to previous normal usage
o Unplanned usage
o Urgent notices
o Outages
• The system must provide the capability for utility staff to define which preferences will be captured, including the primary email address, phone numbers, communication preferences by channel (e.g. Push, frequency), business function specific preferences (bill notification, outage, etc.)
• Support end users the ability to include the following by business function (e.g., billing, outages, account notifications) but not limited to the following:
o Able to select frequency of communications
o Select specific timeframes for notifications and do not disturb
o Only send messages during a select time window that is selected by the city.