Utility Payment Ecosystem, Notification, Customer Communication, and Enterprise Integration Services

Vendors to provide a secure, scalable, integrated utility payment ecosystem supporting utility billing operations, customer payment services, customer communications, treasury operations, financial reconciliation, and enterprise system integration.
- Intent to procure a synchronized utility payment environment that supports operational coordination between customer payment channels, customer communication platforms, banking institutions, cashiering operations, utility billing systems, and financial management systems.
- Solution that improves customer accessibility while maintaining strong operational controls, reconciliation capability, auditability, payment lifecycle visibility, and synchronization across all integrated systems
- Core Payment Services
• Provide electronic utility payment services
• Support customer-facing payment channels including web, IVR (Interactive Voice Response), mobile, agent-assisted payments, auto pay functionality, and POS (Point of Sale)/kiosk functionality where applicable
• Support ACH (Automated Clearing House)/e-check, debit card, credit card, digital wallet, and approved payment methods
• Support guest payment and registered account payment functionality
- Customer Notification and Communication Functions
• Support customer payment confirmations and payment event notifications
• Support configurable customer messaging related to payment activity, disconnect warnings, failed payments, returned payments, payment reminders, and service restoration notifications
• Maintain audit history of customer notifications and communication activity
- Utility Billing and Enterprise System Integration Requirements
• Support integration with Tyler Munis Cashiering
• Support integration with Tyler Munis Financials / General Ledger
• Support integration with Advanced Utility Systems (AUS) / Advanced Billing
• Support banking and treasury integration
• Support cloud-based customer contact center integration
• Identify all integration methods including APIs (Application Programming Interface), SFTP (Secure File Transfer Protocol), middleware, webhooks, batch interfaces, and real-time interfaces
• Support secure file transmission and interface monitoring
- Customer Contact Center Integration Requirements
• Support integration with Genesys Cloud, Zoom Contact Center, Five9, or equivalent platforms
• Support IVR integration, secure payment transfer, account lookup integration, and synchronization of customer interactions
- Functional and Technical Requirements
• Support web, IVR, mobile, POS, and assisted payment channels
• Support ACH, debit, credit, digital wallets, and approved payment methods
• Vendors must confirm ability to “connect to Wells Fargo Merchant Services via Fiserv Nashville for processing” 25
• Integrate with Advanced Billing and related systems
• Integrate with Tyler Munis Cashiering and General Ledger
• Support treasury operations and Wells Fargo compatibility
• Support Genesys, Zoom, Five9, or equivalent contact center integration
• Support OpenGov Integration
• Support coordinated synchronization across all integrated systems
• Support configurable customer communication workflows
• Support detailed payment status tracking and auditability
• Support balancing, settlement reconciliation, and exception handling
• Support PCI (Payment Card Industry) compliance, role-based security, and audit controls
• Provide operational, treasury, reconciliation, and payment reporting
• Support disaster recovery and operational resiliency