Specifications include, but are not limited to: The City of Portland (City) is seeking Proposals from qualified firms with demonstrated experience in licensing, configuring, deploying and supporting Software as a Service (SaaS) or hosted utility customer self-service software. The Successful Proposer will work with the Portland Water Bureau (Water Bureau) and the Bureau of Environmental Services (BES) to launch a new web and mobile customer engagement portal (CEP) for City wastewater/stormwater/water customers. The City Utility Bureaus are undertaking this project to enhance digital customer service and improve customer satisfaction, while streamlining internal processes and giving employees new tools to do their work. Customers will use the new CEP to view and pay bills, see past consumption trends, enroll in programs, communicate with City Utility Bureau staff, and manage their accounts and communication preferences. The City Utility Bureaus will use the new CEP to communicate with customers for both routine and emergency communications, track and analyze customer activities, and provide targeted suggestions for water conservation.
