Utility Billing Platform

Vendors for a modern, cloud-hosted utility process management and utility billing platform.
- Utility intends to replace its current billing software with a single, integrated ecosystem that connects billing, customer account management, service orders, mobile field work, customer self-service, payments, customer communications, print and mail fulfillment, hosting, security, and ongoing operational support.
- Solution meets each goal.
• One integrated system. Billing, customer accounts, service orders, field work, customer self-service, payments, and communications operate on a shared data set. Staff do not re-key information between applications.
• Billing/CIS as the operational hub. The billing and customer information system is the record of truth for customers, service locations, balances, devices, and history. Every other function reads from and writes to it.
• Reliable reading import from partner utilities. Readings from two partner water utilities are imported from standardized files, matched to accounts, validated, and used to calculate wastewater charges with minimal manual intervention.
• Office-to-field connection. Service orders created at the counter or over the phone reach field staff on mobile devices, and field results flow back to the account without manual entry.
• Customer self-service. Customers can view bills and usage, make payments, enroll in autopay and paperless billing, and receive notifications without calling the office.
• Cloud hosting with managed infrastructure and security. The Utility no longer maintains on-premises servers, backups, or security tooling.
• A defined implementation partnership. A named project manager, a written project plan, a tested data conversion, and staff trained before go-live.
• Ongoing support and continuous improvement. Post-go-live support with measured response times, a dedicated customer success contact, and regular performance reviews.
• Fewer vendors and contracts. Consolidate software, hosting, payments, print and mail, IVR, and IT services under as few accountable providers as practical.