Customer Self-Service Platform Solution

Customer SelfService (CSS) platforms that support modern utility customer engagement, account management, online payments, service requests, notifications, and digital customer interactions.
- CAW seeks a solution that:
• Provides intuitive, mobile-friendly customer self-service capabilities.
• Supports digital customer engagement across multiple channels.
• Improves customer satisfaction and portal adoption.
• Reduces call center workload through increased self-service functionality.
• Supports ADA accessibility requirements and applicable WCAG standards.
• Integrates with CAW's existing technology ecosystem.
• Provides robust security, compliance, reporting, and analytics capabilities.
• Supports future growth, new services, and evolving customer expectations.
Information gathered through this RFI will assist CAW in validating requirements, understanding
marketplace capabilities, and developing a potential future procurement strategy.