Contractors responding to this RFP should (Optional but preferred items are noted in italics. All other items are minimum requirements): • Assess the best data source for components to build the customer portal. The city uses BS&A software for the billing system and Tantalus TuNet for AMI meter data. The city prefers to utilize a Software-as-a-Service (SaaS) model for the customer portal. • Work with city staff to determine the frequency and criteria for data exports from both BS&A and Tantalus. The city prefers to automate as much of this process as possible so that data flows relatively seamlessly from the data source to the customer portal. • Develop a customer portal including: o Hourly readings for all meters included in AMI portal (Tantalus); o Weather-related metrics (temperatures for electric and precipitation for water); o Comparison options for the customer’s account from previous year and/ or previous months (The city prefers that data is kept for a minimum of two years to allow sufficient data points for comparisons. This may require importing existing data from Tantalus which keeps over 12 months of data.); o Ability for customers to link multiple accounts to a single sign-in credential; o Ability for customers to set usage alerts including high usage and usage when customer indicates they will not be home (vacation, business trip, etc.); o Ability for customers to see an estimated bill based on current month usage trends; o Ability for a single sign-on for the customer service portal and the city’s online payment portal so that customers can see their usage data alongside their most recent bill and pay their bill using the same long-in information. (This may require an i-frame to be embedded in the portal. If this is an additional fee, please indicate so on the Pricing Schedule. The city uses InvoiceCloud for its online payment portal.) • Recommend suitable solutions for common customer inquiries based on contractor’s previous experience and feedback from city staff. • Test and fine-tune the portal for data accuracy, optimal performance, and ease of use. • Provide staff training and documentation if needed. • Present a detailed Pricing Schedule including all fees that the city can expect to incur in implementing the requested customer service portal. • Present an achievable timeline from contract signing to go-live of customer portal (city council will review/approve the bid award at its next meeting the evening of July 21st . The contract is expected to be executed that week after which work on the project can begin.)
