Utility Billing Platform for Public Utility Board

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.
1 Utility billing and CIS Customer accounts, service locations, services and rates, billing, receivables, adjustments, delinquency, history, reporting
2 Reading import Import of consumption/reading files from two partner water utilities
3 Meter and device records Records of meters, registers, and endpoints as supplied by partner utilities or maintained by the Utility
4 Service orders and mobile field service Office creation, assignment, dispatch, mobile completion, synchronization to billing
5 Mapping / GIS Desirable;
6 Customer self-service portal Account access, bills, usage, payments, autopay, paperless, notifications, requests
7 Payment processing and point-ofsale Online, portal, IVR, autopay, ACH/bank draft, card, in-office POS, receipt printing
8 IVR Inbound account inquiry and payment; outbound notification where offered
9 Customer communications Email, SMS/text, announcements, banner alerts, emergency notifications
10 Bill print and mail Statement and delinquent notice printing, insertion, postage, and mailing
11 Workflow automation Automated billing, notification, delinquency, adjustment, and service workflows
12 Hosting and infrastructure Cloud hosting, database administration, updates, monitoring
13 Backup and disaster recovery Backup schedule, restoration, recovery objectives
14 Managed IT and network servicesNetwork, endpoint security, MFA, patching, remote support
15 Implementation Project management, configuration, conversion, testing, training, go-live
16 Support Help desk, ticketing, escalation, documentation, learning management
17 Customer success Account management, business reviews, performance metrics, optimization