Utilities Customer Service System

Utilities Customer Service System that can:
• Improve customer experience with digital self-service holistic account management
• Enable enrollment in utility programs such as discounted or alternative rates, emergency relief, or conservation programs
• Integrate with existing SCL and SPU systems including but not limited to the Oracle Utilities solution stack
• Support real-time and batch data exchanges
• Support mobile first access and remain compliant to all evolving ADA regulations
• Enhance case management for customer service representatives across Utilities
• Provide analytics for customer engagement and program participation
• Meet the City’s security and privacy controls
- Customer Account Management Capabilities & Alignment Considerations:
• Secure customer login with industry standard authentication
• Ability to view current and past bills, usage history, and payment history for all utility services
• Chat bot available to obtain answers to common questions without needing to make a call to customer service
• Multilingual translation of screens, dropdowns, and tool tips on both desktop and mobile versions (Required City of Seattle languages: English, Spanish, Vietnamese, Cantonese, Mandarin, Somali, Filipino (Tagalog) and Korean)
• Ability to initiate start or stop of utility service, with real-time system response on completion of transaction
• Manage payment methods in a secure on-line wallet with modern payment options and ability to set recurring automatic payments
• Submit and track applications for utility programs such as financial assistance or rebates
• Securely upload, maintain and view documents to share with Utility representatives that are assisting me with program applications or billing inquiries
• Submit requests to add or change solid waste services such as replacing a missing or damaged container, reporting a missed collection, requesting a special item pick up and viewing and printing collection calendar
• Set notification options with user-configured parameters such as usage alerts, payment confirmations and other selected notifications
• View usage trends including monitoring high usage anomalies with user-defined thresholds
- Commercial Account Capabilities & Alignment Considerations:
• View all selected accounts on one login
• Ability to search and filter by multiple criteria such as account number, address, or name
• Ability to provide different levels of access to approved proxy users
• Ability to select multiple accounts and export them in various file formats
• View and track requests, outages and planned maintenance
• Compare multiple services and meters across different locations
• Provide usage trends, seasonal demand peaks and benchmarks.