Specifications include, but are not limited to: The City is seeking a system and approach that provides capabilities to support these goals: Reduce the need for staff to work around the system to accomplish a task. Empower customers with better and more options via a new customer self-service portal. Improve customer response time. Increase overall engagement with customers. Automate time-consuming manual processes. Better control of revenue. Improve information management for sanitation services. Increase value in policy development, implementation, and enforcement. Make data more accessible, streamlined, and widely understood in CIS. Improve customers’ trust in the City to deliver accurate bills. Optimize processes through integrating CIS with other solutions. Updating the Customer Information System (CIS) is imperative to align with both evolving customer expectations and the City’s vision and strategic plan. The City is currently implementing an Advance Metering Infrastructure (AMI). To date, 73% of meters are now using AMI while the rest are manually read. The City also improved its field service operation with the use of OpenGov (previously Cartegraph) for Workforce and Asset Management Solution. The current system includes a billing process that is tedious and complicated, customer information duplication, human errors that could be avoided, difficulties training new employees, lack of integration between CIS and other important systems for the City’s operation (i.e. MDM, WAM, and GIS), limited self-service options, limited reporting capability, and cumbersome user interface. The City is seeking a modern, user-friendly, streamlined, Commercial Off-the-Shelf (COTS) CIS and Customer Self Service (CSS) solution.
