18-Exhibit B - FWWD RFP Functional Requirements.V2.xlsx

XLSX spreadsheet 426 KB Posted Jul 12, 2025

Attached to: RFP Customer Information System (CIS) Software
Solicitation number: 25-0128
Issued by: Tarrant County, Texas

About this file

Written by GovTribe AI · Aug 26, 2025

The document is an extensive functional requirements spreadsheet for a Customer Information System (CIS) software replacement project for the City of Fort Worth Water Department (FWWD) in Texas. The comprehensive 2,278-line document details functional requirements across multiple domains including customer account management, billing, mobile workforce management, business intelligence, and various utility service dimensions. The requirements are meticulously categorized by functional area, priority level (5 being high priority), current or future functionality, and include detailed specifications for managing customer data, processing payments, handling meter reading, creating workflows, and supporting various utility-specific operational needs.

The requirements document reveals a complex procurement process seeking a comprehensive software solution that will replace the current system, with a strong emphasis on configurability, integration capabilities, and support for advanced utility management functions. The scoring methodology includes feature scoring (available out of the box, requires configuration, requires customization), core/non-core designation, and pricing inclusion assessment. Many requirements are currently marked as "Future Fail," indicating significant customization will likely be needed. The project appears to require a robust, flexible system capable of handling diverse utility functions including water service management, environmental services, billing, collections, and mobile workforce tracking, with intricate requirements for data management, customer communication, and operational reporting.

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Other files

File	Type	Posted
12-Exhibit E - FWWD CIS Pricing Model.xlsx	XLSX spreadsheet	Jul 12, 2025
16-RFP-06-Evaluation Factors and Scope of Services.V2.pdf	PDF	Jul 12, 2025
15-Addendum 1.pdf	PDF	Jul 12, 2025
1-RFP-05-Draft Vendor Services Agreement.pdf	PDF	Jul 12, 2025
10-Exhibit J - Rates.pdf	PDF	Jul 12, 2025
11-RFP-04-Reference Sheet.pdf	PDF	Jul 12, 2025
13-Exhibit D - FWWD Narrative Requirements - Software.docx	DOCX document	Jul 12, 2025
14-Exhibit A - Reports.pdf	PDF	Jul 12, 2025
19-Exhibit C - FWWD RFP Technical Requirements.v2.xlsx	XLSX spreadsheet	Jul 12, 2025
2-RFP-03-Authorized Signature and Contact Details.pdf	PDF	Jul 12, 2025
3-RFP-02-CIQ Form.pdf	PDF	Jul 12, 2025
6-Exhibit H - Interfaces.pdf	PDF	Jul 12, 2025
7-Exhibit I - End Users.pdf	PDF	Jul 12, 2025
9-Exhibit K - Letters Notices.pdf	PDF	Jul 12, 2025
17-RFP-07-Questionnaire and Requirements.docx	DOCX document	Jul 12, 2025
4-RFP-01-Water CIS Instruction to Proposers.pdf	PDF	Jul 12, 2025
5-Exhibit F - Functional Technical Requirements Instructions.pdf	PDF	Jul 12, 2025
8-Exhibit G - FWWD Glossary.pdf	PDF	Jul 12, 2025

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Funct. Narrative Resp.

	Instructions: In the Proposer Response field, select the appropriate response for each requirement. Describe how the proposer will meet the requirement in Proposer Comments.
								5 = Current Base
								4 = Willing to Modify at No Cost
								2 = Willing to Modify at NYDEP Cost
								0 = Not Willing to Modify
	REQ #				Functionality or Characteristic		NYDEP Priority
1 - 5 (5=High)	Include in Demonstration
(Y/N)	Proposer
Response	Proposer Comments
	REQ #	Functional Area	Process	EMA Owner	Functionality or Characteristic	Current or New Functionality	NYDEP Priority
1 - 5 (5=High)	Include in Demonstration
(Y/N)	Proposer
Response	Proposer Comments
					Manage Customer Account Data
	1				Document storage and retrieval
	2				The ability to scan application data and attach to customer (DL, lease, application, etc.)
	3				Documents associated with location, customer or account are stored in the CIS system at the appropriate level
	4		Lien Sale Tracking		Documents associated with location, customer or account are searchable and available via hyperlink to a utility file server in a robust document management system.
	5				New Service Support – fully qualified fields for these items:
	6				Address (number, direction, street name, suffix, apartment number).
	7				City.
	8				ZIP code +4.
	9				Subdivision.
	10				Lot number.
	11				Route number.
	12				Classification code.
	13				Category code. (may be replaced by NAICS codes)
	14				Services (water, fire service, irrigation, sewer, storm).
	15				The ability to provide USPS address verification real-time for new accounts upon creation
	16				Customer name.
	17				Leasee/Owner first name.
	18				Service initiation date.
	19				A variety of phone numbers and email addresses
	20				The ability test the email through a instant email to the customer.
	21				Mailing address line 1.
	22				Mailing address line 2.
	23				Mailing address line 3.
	24				Mailing ZIP + 4 code.
	25				Contact method.
	26				Service scheduled date.
	27				Name of caller.
	28				Explanation of work requested.
	29				Premises number (tap number).
	30				Tap size.
	31				Service material.
	32				Remarks.
	33				Type of service.
	34				Valve type.
	35				Account number (if updating an existing account).
	36				X, Y, and Z coordinates
	37				Sewer stub out
	38				Water stub out
	39				Purchase date
	40				The ability to offer a standard new service process including startup fees, application fees, same-day service fee, service restoral fee, based on conditions at the premise or earlier account status.
	41				Format all billing and third party addresses to USPS standard.
	42				View current balance - real time interface to payment status to present current balance due not just what was due on last bill.
	43				View current minimum due, and date by which due, to avoid shut off.
	44				The ability for customers to upload documents to their self-service account.
	45				The ability for customers to fill in and submit documents from their self-service account.
	46				The ability for customers to view current and historical test results.
	47				The ability for customers to view alert messages related to test result availability.
	48				The ability for external workflows between customer self-service and CIS to track status of customer submissions and staff approval.
	49				The ability for auto-generated emails to customers for workflow statuses.
	50				The ability for customers to request an appointment slot for field work.
	51				The ability for staff to see the request and approve or provide another appointment slot.
	52				The ability for customers to confirm the given appointment slot.
	53				The ability for commercial customers to check balances and make payments via the IVR.
	54				Account Management - GSA
	55				The ability for a system to assign a sequential account number to a new services account.
	56				The ability to mass create multiple account numbers simultaneously copying the same owner and premise information.
	57				The ability to mass create GSA (General Services Administration) simultaneously for the same owner.
	58				The ability to manage customer contacts involving builders and contractors on an account.
	59				The ability to track an account status while the account is being established but not yet actively billing (new construction).
	60				The ability to configure and track multiple account statuses in relation to GSA (General Services Administration) workflow tasks, as defined below. GSA workflows cross departments and systems between Customer Service and Engineering. Tasks are itemized.

- New Construction - process workflow for new construction

- Cut and Cap - process workflow for demolition

- Repair - process workflow for repair of water lines, emergency sewer issues, and fire pipe or drains

- Reactivation - process workflow for reactiving service that has been shut off for over a year 61 The ability for CIS to have searchable, definable fields to support GSA process such as:

- Drain Layer License Number

- Bonding is Current

- Certificate of Liability Expiration Date

62	The ability to track license and certificate expirations with alerts of coming due and expired.
63	The ability to track compliance and remove contractor from approved list when expired.
64	The ability to publish the approved contractor list on website with updates daily.
65	The ability to generate fees to the customer account for line items / tasks related to a GSA.
66	The ability to generate letters with template fields that auto-populate with account-specific data.
67	The ability to generate a "letter" (GSA permit) that can be printed in business card size.
68	The ability to have all customer communications such as letters (sent and received) be linked to the customer account.
69	The ability to carbon copy multiple contacts on communications related to the customer account.
70	The ability to have all customer forms such as applications be linked to the customer account.
71	The ability to have videos linked to the customer account.
72	The ability to robocall, text, email, and send letters to every drain layer licensed person.
73	The ability to verify that the premise address is correct. Today verified with manual address form from City of Boston. OPT - move to GIS Requirements. Perhaps Assessor's?
74	The ability to track and flag oustanding debt on GSA's.
75	The ability to track contractors on multiple outstanding GSA's.
76	Web Account Management
77	Log in with account number and access number
78	FAQ - Help logging in functionality
79	Customer Applications will be processed electronically via the CIS Customer Self Service web interface. (Liens, Elderly & Handicapped, LUTO, invoice adjustments and Lead line replacements)
80	The ability to support customers with multiple meters and multiple accounts.
81	The ability for customers to manage their alerts by type and method, capturing mailing addresses, email addresses, land lines, cell phones and giving permission for calling and texting. (e.g. Billing notifications, water emergency notifications, usage notifications, etc. Specifically payment due dates, high water usage, past due invoice, payment received, new invoice available)
82	View current bill
83	View current water consumption and the prior 24 months of monthly consumption in the form of charts and tables.
84	View historical water consumption, view up to 30 days of daily, hourly reads.
85	Ability to schedule, for utility-selected reasons, an on-site appointment online.
86	The ability to interface with third party for bill image outside of enterprise.
87	Field Services
88	Service Orders must be configurable for "same day" scheduling with configurable deadline
89	The ability to group customers into geographic areas, so field work like cutoffs and startups can be scheduled closer together.
90	The ability to integrate with Cityworks on meter change-outs, serial number, size, read.
91	Provide a free-form alphanumeric field for keying in special instructions on service order.
92	The system arranges work for worker or workgroup in a geographically logical order according to proximity to other work.
93	The ability for maps views and distance cards to be visible in the CIS system (Cityworks integration)
94	System notification of aged service orders.
95	The ability to configure meter survey as a work order attachment.
96	The ability to generate a fee to the customer account based upon the completion code of a work order.
97	The ability to generate a task to staff based upon the completion code of a work order.
98	The ability to view available appointment slots based on work scheduled and total slots per day.
99	The ability to auto-assign work to staff based on work order type.
100	The ability to generate new work orders from the field device.
101	The ability to age work orders and change priority with age.
102	The ability to auto-schedule work orders based on their priority, timeframe, and available resources.
103	The ability to view the most updated documents attached to the work order.
104	The ability to view GIS maps and distance cards of the building and surrounding area.
105	The ability to create free-hand drawing on mobile tablet screen and attach to work order.
106	The ability to click on a parcel on the map and view Account and Billing Information
107	The ability to collect GPS coordinates from a work site
108	Pipe ID should be stored with the account information to preserve link and functionality
109	The ability to take a call, see customer info on map and pull up related customer acct information
110	The ability to access to Customer information from Cityworks or other GIS applications
111	Sub metering
112	Assign sub meters to a master meter.
113	Sum sub meter consumption for any master meter.
114	Deduct summed sub meter consumption from master meter consumption for separate billing of master meter consumption.
115	Bill each sub meter.
116	Deduct Metering
117	System will need the ability to setup and bill for deductive metering.
118	Compound Metering
119	System will need the ability to setup and bill for compound metering.
120	Completed Service Orders Affect Account or Location.
121	A service order may be completed with a utility-selected completion code configured to create an action.
122	A service order may be completed with a utility-selected completion code configured to create more than one action.
123	Completion actions are captured in contact history, location history, or account history.
124	Service order completion can put fees and charges on the account.
125	Completion of a service order that results in adding a fee to an account may be configured to trigger a workflow review for approval of the fee.
126	Service order completion can put notes and/or comments on the either the premises or customer record.
127	Service order completion can generate another service order.
128	Service order completion can generate a letter.
129	Service order completion can generate an outbound call or text. Internal to staff or external to customer.
130	Service order completion can generate a task for a identified staff person.
131	The system provides edits to prevent service orders from being scheduled for an irrational future date.
132	The system provides edits to prevent service orders from being schedule prior to today's date. But can be overridden
133	The system prevents scheduling service orders for holidays, Sundays or other specified days.
134	Support for Meter Life-cycle Program.
135	Ability to track meter in inventory in the warehouse and sub inventory on trucks.
136	Ability to allow duplicate meter numbers when the utility is not the owner of the meter.
137	Meters may be loaded into inventory en masse from a file or disc provided by the meter vendor.
138	Tracks meter shipment date.
139	Tracks meter initial installation date.
140	Ability to handle compound meters, with multiple MTUs.
141	Ability to calculate consumption automatically based on low side and high side reads of compound meters.
142	In meter set or change-out, system automatically compares meter serial number or MTU serial number to verify correct device number.
143	System notifies user of duplicate meter serial number or MTU number when discovered.
144	Test results upon meter removal imported from MARS Test Bench and placed on Meter
145	Test Results on account triggers letter to be sent to customer if needed.
146	Provides fields for meter test results from testing station - low flow, medium flow, high flow, date, tester, test notes.
147	Provides for setting retirement by initial installation date.
148	Provides automatic (no user intervention) notice of meters meeting date retirement parameters.
149	Provides automatic (no user intervention) notice of meters meeting consumption retirement parameters.
150	Provides automatic (no user intervention) notice of meters meeting date testing parameters.
151	Provides automatic (no user intervention) notice of meters meeting consumption testing parameters.
152	Ability to abolish meter from inventory after a meter has been removed.
153	Support for Managing Other Devices.
154	Provides fully-qualified fields for date of installation:
155	MTUs.
156	Related meter devices.
157	Support upload of MTU data from Intermec Handheld related to Meter read, MTU #, MTU Replacement, etc.
158	Ability to synchronize, Account, Meter and MTU data with AMI Meter System to support metering and meter/MTU exchanges
159	Ability to upload daily reads from AMI system
160	Ability to validate meter #, MTU# and Meter Read
161	Ability to import reads from non AMI sourced meter reads such as flat file csv
162	Ability to download MTU information needed to support replacement or meter read while at premise for other meter related work. i.e. non responsive meter
163	Appointment Setting
164	Need to ability to set appointments up by, day, AM, PM or Hourly basis depending Work Order Type
165	Need ability to schedule appointments by the available number of time slots for a given Work Order Type and Available Crews by skillset.
166	Need ability to send emergency Work Order without appointments to field.
167	The utility may set duration parameters for each service order type according to the type of work assigned (complex jobs are afforded longer completion parameters than simple jobs).
168	Work scheduled for a work group is constrained by the system based on a utility-entered listing of personnel available on the scheduled day.
169	The ability to generate a task to Engineering department to generate a Cityworks service request.
170	The ability to capture ongoing status of the Cityworks service order in CIS and show in the CIS workflow progress. (can only do this if the Cityworks service request can be generated from CIS)
171	The ability for a Cityworks work order completion to feed back into CIS fields.
172	The ability for the Cityworks completion type in CIS to trigger a fee to the CIS customer account.
173	Mobile Req – scheduling of the inspector’s schedule and availability of attachments on the work order. Inspectors are working in Cityworks Mobile, not CIS Mobile.
174	Dashboard for availability and reporting of inspectors, auto-scheduling of inspectors
175	View current water consumption and the prior 90 days of daily consumption (1 read per day).
176	View minimum and date due to avoid shut off.
177	View payment arrangement amount remaining and payment schedule, including due dates.
178	The ability to request to set up a payment arrangement
179	The ability for customer to chose a paperless bill option (green option)
180	View 24 months of bills
181	View 24 months of payment history
182	View the previous 24 months of billed water usage.
183	View billing and payment activity in the past 30 days
184	The ability to download an Excel format report showing bill date, meter number, meter reading and consumption for 24 months of monthly usage.
185	The ability to detect platform accessing the web portal and display accordingly (sized for tablet, phone, computer, etc.)
186	Future-View current water consumption and the prior 24 hours of hourly consumption for each of the prior 30 days.
187	Customer feedback via survey built by the utility in the customer self-service tool (online) or IVR
188	Customer feedback via comments/complaints.
189	Sign up for budget billing.
190	Ability to request work orders, i.e. seasonal off request.
191	The ability for customers to upload videos to their self-service account. Is this feasible due to file size?
192	The ability for customers to access submitted documents.
193	The ability to show status of GSA tasks progress on external customer self-service account.
194	The ability for customers to request an appointment slot for Engineering customer service office. Are these feasible due to current practices of first come/first serve?
195	The ability for customers to pay multiple GSA fees for multiple accounts at once.
196	The ability for customers to see and pay fees near real-time on self-service when fees are added in CIS (i.e. adding overtime inspection fees).
197	The ability for self-service to block submission of documents if the contractor on file has an expired license or canceled bond.
198	The ability for customers on self-service to download/print the "letter" (GSA permit) generated by CIS in business card size.
199	The ability for customers on self-service to receive an alert or email when the "letter" (GSA permit) is available for download (occurs once a year across the board).
200	Account profile updates.
201	Provide a customer account screen for management of multiple account contacts for multiple purposes including primary financial responsibility, informational, etc.
202	Provide fields for multiple phone numbers, indicating phone number type (cell phone, land line, business phone, primary, secondary) to the corresponding individuals.
203	Provide a method of tracking when and how the customer has agreed to be robocalled or robotexted on that phone number. (e.g. via an agent, text message acceptance, or web interface)
204	Provide fields for customer contact type (Billing information, construction or maintenance, water emergency, informational, marketing)
205	Provide fields for multiple email addresses.
206	Provide the ability to select customers for communication from a variety of methods

1. GIS integration (drawing polygons over a service area)

2. Workflow identifying certain customers or accounts

3. Reports identifying certain accounts, premises or customers which can be sent to workflow to initiate a variety of customer contact methods

207	Provide fields for multiple physical mail addresses and indicate the purposes the physical mail addresses can be used (billing, marketing, notifications (high-low alerts, leak alerts, etc.) typically notify the owner. These other fields may be used but seldomly.
208	Communications for business purposes include, but are not limited to:

1. Service order completion

2. Billing or usage exceptions

3. Enforcement/ compliance (Backflow/ inspection)

4. Past due invoice, other billing or collections alerting

5. Water emergency/major event notification

6. Water maintenance

209	Major event notifications – main breaks and other maintenance.
210	The ability to robocall customers in areas affected by emergency field service work.
211	The ability to integrate with GIS View, Robocalls notify impacted customers of main break.
212	The ability for a CSR to set up a payment arrangement for an account.
213	The ability to set up notifications for the customer via text or email online. Examples due date in 5 days, amount due today etc.
214	Seasonal off request.
215	Ability to make payments - check, e-check, debit and credit.
216	The ability to manage customer contacts involving cross-connect, grease, surveys. An example is building superintendent data.
217	The ability to track compliance only while an account is in an eligible status.
218	The ability to view all accounts eligible for inspection in given timeframe and sort by various features.
219	The ability to generate work orders while viewing in one dashboard all accounts eligible for inspection over a specified timeframe.
220	The ability to track all devices/grease traps and their attributes on the account.
221	The ability to track testing results and compliance status for all devices/grease traps.
222	The ability to create alerts for devices/grease traps out of compliance.
223	The ability to generate fees to the customer account for non-compliance and violations.
224	The ability to robocall, text, email or one time bill message customers who will soon go out of compliance.
225	The ability to add customers to a "non-compliance stream" with various steps and date ranges.
226	The ability to have several different non-compliance streams depending on the violation type.
227	The ability to generate letters to customers as an automated step in the non-compliance stream.
228	The ability to generate fees to the customer account as an automated step in the non-compliance stream.
229	The ability to calculate fees based on a combination of account data such as acreage and a work order completion code.
230	The ability to update web, IVR and payment vendors with real-time or near real-time data.
231	The ability to add a flag for return mail and create workflows from there.
232	CIS Interface with NEC SV9300
233	The ability to track interaction reason or wrap-up code through a drop down menu.
234	The ability to integrate with the phone system to select a reason code and capture that reason code in phone system reporting and CIS reporting.
235	The ability to pop a window with the customer screen appears after an agent lookup or CTI screen pop indicating if there is any specific information that requires attention. Missing contact information, bad address (when there has been returned mail) , bad or missing phone numbers, account status (past due, shutoff pending, currently shut off) out of compliance.
236	If there is no CTI screen pop, the system will provide a script prompting the agent to ask to include the new phone number in the customer contact information.
237	Premise Call Recording System with CIS Integration
238	The ability to integrate with a CIS system, making the recording for a customer interaction available by embedding a hot link into the CIS customer record. The link or record of the link must contain the date, time and agent name associated with the call.
239	The ability to integrate with the phone system, so that the call recording/ screen recording administration (indicating which extensions should be recorded) occurs centrally rather than recording at the agent's desktop.
240	Audio and video from the recordings should be stored on a server rather than on the agent's desktop.
241	The audio and video should be able to be monitored by supervisors from an archive or real-time.
242	Multimedia Call Center with NEC SV9300
243	Integrate with the phone system in real time
244	The ability to send a group of phone numbers and scripts to agents to make outbound voice calls as an interaction type. This functionality would not be considered robocalling since the agent would press a button for each number to be dialed.
245	With rule-based configuration, the ability to assign web chats to agents.
246	With rule-based configuration, the ability to assign counter customers to agents.
247	The ability to report on these interaction types in consolidated, real-time, historical and integrated reports.
248	Integrate to provide consolidated reporting on each agent group and work type for real-time, historical and integrated reports.
249	Web chat, email, counter customer, outbound calls, other types of work
250	Report of the queue for each work type in real-time and historical reporting
251	Chat with a call center agent, integrated with the phone system.
252	The ability to store chat session on the customer account
253	Premise IVR (Interactive Voice Response)
254	The IVR must interface with the NEC SV9300 and a water utility CIS.
255	Integration with the phone system much include the ability to report on menu option selection and time the customer spends in each menu option.
256	The ability to insert an emergency message at the beginning of the menu tree.
257	The system must be able to be administered remotely in a Windows environment.
258	Provide speech recognition functionality including the ability to report on the frequency of use of words so scripting may be optimized.
259	Recognized languages must be English and Spanish.
260	The ability to call customers with prerecorded messages or text to speech messages. Robocalling.
261	The ability to report on the results of the call.
262	The ability to recognize when a person answers the robocall or if the system leaves a message into a voicemail system.
263	The ability to send a text message to a cellular phone with specific text and the ability to report on the success of the transmission. Robotexting.
264	The ability to create rules around an outbound calling campaign (e.g. during certain hours, limit repeat calls, limit the number of phone lines that are used to prevent blocking new calls, etc. )
265	The ability to communicate the status of robocalling and robotexting back into the CIS to reflect in the customer record.
266	The ability to communicate with the CIS and third-party payment provides via Web services/ APIs.
267	The ability to match the customer's phone number against customer records in the CIS. If there is no match, prompt for a phone number connected to a water account. If there are no matches, transfer to an agent.
268	Through integration with the CIS, the ability to provide

1. Payment amount due, due date

2. Past due balance

3. Scheduled disconnection date

4. Amount to pay to prevent a disconnection

5. Details of the last payment

269	The ability to transfer a call to a payment provider, and using an API, also send the verified information to the payment provider so the payment provider's IVR can match the "already entered information" with the incoming call, removing the need for the customer to have to re-enter account information.
270	Allow a customer to take a customer feedback via survey built by the utility in the customer self-service tool (online) or IVR
271	CIS Interface with Payment Vendor
272	When the IVR transfers a caller to the payment provider's IVR, the payment provider must have the ability to match the phone call with an API communication containing the "already entered information", removing the need for the customer to have to re-enter account information.
273	The ability to send real-time payment information (credit card or EFT) from the payment vendor to the CIS to reflect immediately in the CIS. This may not remove a requirement for a nightly settlement file.
274	Read Meters
275	Hand-held or AMR Codes Trigger:
276	Service orders.
277	Code and description brought forward on Pre-bill Exception Report/screen.
278	Code and description brought forward on service order.
279	System will automatically generate pre-bill exceptions based on utility determined maximum consumption parameters.
280	System provides a pull-down list of reasons to assign to estimates on the Pre-bill Exception Report/screen.
281	The ability for all reads and adjustments including comments, date/time to be visible in the customer account.
282	The ability to report on exceptions. i.e. high consumption, low consumption, no consumption, negative consumption.
283	The ability to configure seven-page surveys as work orders. [see Attachment x for copy]
284	The ability to configure backflow test reports as work orders. [see Attachment x for copy]
285	The ability to generate a customer letter type based upon the completion code of a work order.
286	Calculate Consumption & Manage Rates
287	Calculate Average Daily Usage by account - for user-specified dates for the selected account.
288	The detail bill screen will provide calculations of rates for the bill.
289	Prepare & Deliver Bills.
290	Adjustment and miscellaneous charges transactions are recorded on the account for later presentation on the regular bill.
291	Flexible bill formatting by account type - industrial surcharge customer bill and commercial customer bill different from residential customer bill.
292	Consolidated billing for multiple premises - single amount due with details of all locations.
293	Flexible choice of customer due day - customer selects day of month (e.g., 3rd Friday on which bill is rendered.
294	Customer's choice of day of month or date of month that is late in the bill cycle can be accompanied by exemption from charges normally triggered late in the bill cycle.
295	The ability to bill a group of meters for a single customer on one account.
296	The ability to bill a group of accounts on a consolidated account.
297	On-demand bill calculation and presentation.
298	When there is a meter change, the invoice needs to show the old meter reading, billing date range, and the new meter reading including meter serial number and the new meter billing date range.
299	Fees and charges calculate automatically by meter size based on the system knowing the installed meter size.
300	CASS and ZIP+4 support pre-integrated.
301	The bills are printed in zip code order, 9 digits, 5 digits, zero bills and multi clock.
302	Storm water billing based on equivalent residential units (ERUs).
303	Designate the initiation and termination date for each individual service and prorate accordingly.
304	Ability to have a fully automated bill process that prorates fees accordingly.
305	The ability to bill for multiple meters on a single invoice.
306	Easily produced duplicate bill.
307	The ability to reprint or resend e-bills.
308	Bill presented on screen exactly as sent.
309	Bill print view is constructed from historic data at each request.
310	Bill print view is a stored static image.
311	System will present consumption to CSR on screen in both gallons and cubic feet on CSR screens.
312	System presents to customers billed consumption in both cubic feet and gallons.
313	The ability to update rate tables in a standard way through configuration.
314	The ability to take payments (e-check, card) in the field and update CIS near real-time.
315	The ability for LUTO payment plans to be exempt from delinquency charges while regular billing charges remain non-exempt.
316	The ability for LUTO payment plan due dates and amounts to be appear on the bill print separately from other charges.
317	The ability for LUTO payment plan due dates to correlate with each monthly bill due date.
318	The ability to identify when a meter is on Bypass and Bill Accordingly
319	Automated Cancel/Rebill.
320	No manual calculation required.
321	Calculation may be from any past date.
322	Calculation from any past date uses rate in effect for the rate periods covered by the cancel/rebill.
323	The ability to cancel and rebill up to 72 months. Example: Customer connected to city sewer but not charged.
324	The ability to mass cancel/rebill.
325	Services and Categories Billed.
326	Water.
327	Sewer.
328	Irrigation.
329	Storm water.
330	Fire Pipe.
331	Steam.
332	Hydrant Meter.
333	Abatement Meters.
334	Miscellaneous billing.
335	Charges Supported, Including Non-premises Based Services.
336	Hydrant Meter, Property Damage
337	The ability to place a deposit for hydrant meter billing.
338	The ability to track hydrant meter damage.
339	Provision of fields in the CIS in which to record property damage items with the items and amounts to appear on the bill.
340	Fire hydrant meter accounts are billed monthly by rate non consumption
341	The ability to create a manual bill for a hydrant meter.
342	The ability to bill for a hydrant meter that does not have a premise address.
343	The ability to alert Meter Services Representative that a hydrant meter has not been returned as of 90 days. Text. Robocall, email etc.
344	The ability to apply the deposit, refund or hold for another rental at the time when the rental is returned and billed.
345	Flexible Sewer Adjustment.
346	Sewer rate based on percentage of consumed water.
347	Fully-qualified field for % water lost with entry used to calculate sewer charge automatically.
348	Seasonal Ons-Offs.
349	Seasonal off will generate service order.
350	Flexible Bill Print Options
351	The ability for new invoices to include a bar code that can be scanned to pop the customer's invoice and account on the POS.
352	Bill items displayed are determined at the individual account level, not as a system setting.
353	System handles multiple-page, duplex bill automatically in the event bill detail requires more than one page to present.
354	Payments and Bill Print
355	The ability to calculate deposit amounts based on service pipe size.
356	The ability to max out deposit amount after a certain dollar threshold (i.e. $10,000).
357	The ability to show fees and deposits as separate line items on the bill print.
358	The ability to add fees real-time and print a corresponding GSA form with line item charges to be paid by the customer at that time.
359	The ability to take one payment for multiple accounts' fees and deposits.
360	The ability for new construction and other GSA fees to be exempt from delinquency charges while regular billing charges remain non-exempt. GSA fees are paid up front
361	Payments for Enforcement can be taken through all payment channels (online, phone, cashier, mail).
362	Flexible and Tailored Bill Messages.
363	Message(s) on bill are automatically presented based on account characteristics (e.g., "Backflow device test due next month").
364	Unique message to a single account.
365	Messages to groups of customers based on account type.
366	Messages to groups of customers based geography.
367	Messages to groups of customers based on those with similar circumstances.
368	Automatic Late Fees On Balance Due.
369	Applied on balance past due number of days as determined by the utility.
370	The ability reverse the late fee one off and in mass.
371	The ability to delay the occurrence of a late fee as needed due to an emergency.
372	Adjustments, Fee and other Charges
373	The ability to handle fees, fines and adjustments. Flat, noncalculated fees.
374	The ability to pick from a list of adjustments with pre-set charges.
375	The ability to reverse fees, adjustments based on role.
376	The ability to view and audit all charges and who is responsible for making the adjustments, with a time stamp.
377	Workflow capability based on dollar amount of adjustment. (e.g., if adjustment is above $x, create workflow routing for approval.)
378	The ability to calculate a leak adjustment according to the business process.
379	Sewer Calculation - Calculate Sewer Usage Based On:
380	Water consumption.
381	Sewer flow meter readings.
382	If a deduct meter is linked to a domestic consumption meter, deduct meter consumption is automatically deducted from domestic meter consumption for sewer charge calculations.
383	Minimum Monthly Water and Minimum Monthly Sewer Fee - Base Charge Before Usage.
384	Base charge for sewer is a separate base charge from water base charge.
385	Base charge for sewer is a separate bill item.
386	For new service and final bills, ability to prorate minimum charge based on number of days .
387	Estimates.
388	Configuration setting for allowable number of estimated bills.
389	Exceeding allowable number of estimates automatically generates an investigation service order.
390	Exceeding allowable number of estimates automatically generates a follow up task for designated utility staff.
391	Process & Record Payments.
392	Record and Display a Variety of Payment Methods:
393	Cash
394	Check
395	eCheck
396	Debit Card
397	Credit Card
398	Money Order/Cashiers Check
399	EFT/ACH
400	The customer payment detail screen will display customer payment method, check number, amount and date
401	The ability for the CIS to allow customers to set up and pay their bills through EFT.
402	Make immediate payments by credit/debit card or EFT/ACH/echeck. Requires integration with the payment vendor.
403	Make payments on a future date by credit card or echeck. Requires integration with the payment vendor.
404	Schedule automatic bill payment withdrawals from banking account.
405	Schedule automatic bill payment withdrawals from credit/debit card.
406	Scheduling of recurring credit/debit card, EFT (eCheck) payments
407	Scheduling of one-time credit/debit card, EFT (eCheck) payments for a future date
408	Immediate, one-time credit/debit card, EFT (eCheck) payments
409	Cashiering functionality applies partial payments according to utility-determined priority rules.
410	Cashiering functionality applies single payment to multiple accounts, applying amounts automatically once affected accounts are identified.
411	Cashiering functionality applies multiple payment methods to a bill.
412	Utility can easily configure/reconfigure receipt printers.
413	Receipts may be printed with high definition graphics, such as utility logo and/or seal.
414	The ability for the system to detect and alert on duplicate payments.
415	The ability to alert multiple payments on an account that occur on the same day.
416	The ability for the system to count money in the POS and alert that the register needs to be counted down.
417	The ability for registers to count cash, credit cards and checks for audit and balance purposes. Audits must be able to display a screen for each transaction.
418	The ability for the POS to scan a check, front and back, and display it in a single document, or on a single screen for transmittal to the bank. The agent should not be able to print the check scan document.
419	The ability to automatically reverse payments, in reverse hierarchy, on account and apply NSF charges.
420	The ability to use the previous accepted payment to track aging after NSF charges have been applied.
421	The ability to add fees when there is a returned ACH transaction.
422	Automatic upload of payment vendor payment files to the CIS with error checking and validation for possible duplicate payments at the account level. Also add near real-time data transfer for unusual requirements.
423	Real-time payment information from payment vendors.
424	Payment Application by Fund Hierarchy - Apply Payments in a Hierarchy Order:
425	Configurable hierarchy order. Proposed hierarchy order is:

1) Deposit.

2) Miscellaneous fees.

3) Delinquent fee.

4) Payment plan.

6) Storm.

7) Sewer.

8) Water.

426	Manage Credit & Collections.
427	Any payment reversal will automatically apply applicable fees.
428	Account aging should be tracked as of the last good payment that was processed. This will be important when a payment is reversed such as an NSF check or when a credit card payment is reversed.
429	Show on the account main screen an "alert" that the account holder is one from whom checks are not accepted. CASH ONLY alert
430	System automatically sets - without user intervention - a customer as "cash only" after 2 NSF events in a 12 month period.
431	"Cash only" is automatically relieved after utility-determined number of non-NSF months.
432	The ability for the system to show collections activities on a customer's account. Billing, emails, calls, mailings and status or result (successful call, failed email, etc. )
433	The ability to restrict customers from using credit cards and debit cards and alerting the account.
434	Automated Delinquency Processing.
435	Non-payment automatically generates notice without utility interaction. (Robocalls, text, email)
436	Notice may be a "friendly", different from a warning, depending upon customer's payment history. (Robocalls, text, email)
437	Non-payment automatically generates late fee without utility interaction. (Robocalls, text, email)
438	Non-payment automatically generates shut off service order without utility interaction and administrative fee is applied.
439	Payment automatically cancels turn off (non-complete) and generates turn on service order without utility interaction.
440	Payment automatically generates turn on service order without utility interaction and may be configured to automatically apply turn on charges.
441	Alternative collection paths are configurable based on account characteristics; e.g., an account with tenants can be configured to have a collection path requiring a placarding step prior to the step that generates a service order for turn-off.
442	In the event of a disputed bill, there is a method for protecting from collection the disputed amount (describe).
443	There is a method for designating accounts as exempt from one or more steps in the collection process.
444	Lien management capability - there is a method to identify accounts that meet lien filing criteria and to collect them for lien processing.
445	Lien management capability - the method to identify accounts that meet lien filing criteria and to collect them for lien processing can be configured to be fully automated.
446	Lien management capability - Need the ability to file appropriate papers and store the documents at the account level
447	Lien management capability - Need ability to identify liens that have been satisfied in order to report releases to the taxing authority.
448	Lien management capability - Need the ability to apply fees associated to lien processing
449	Easy write-off process - there is a method to automatically collect finaled credit/debit amounts below a utility-defined threshold and process them to special account.
450	Cashiering requires a check digit for verification of account number.
451	System will automatically issue a Returned Payment letter, email, text, Robocalls based on configurable parameters. (first returned payment)
452	Previous broken payment arrangements are shown on the account transactions record.
453	Broken Payment Arrangement Alert exists on account and visible to the CSR.
454	Previous broken payment arrangements are tallied in the system by date.
455	The ability to manage and report on payment history of payment plan customers.
456	The utility may configure a maximum number of previous broken payment arrangements in a utility-determined period of time.
457	Once the maximum number of previous broken payment arrangements is reached in the utility-determined period of time, the system may be configured to not permit a payment arrangement on that account. (warning that can be over ridden)
458	There is a configuration setting that indicates the % of the payment arrangement installment amount due that will be considered a full installment payment. e.g., set to 95% means a payment installment of $100 requires at least $95 to be considered paid.
459	There is a configuration option to have a broken payment arrangement generate a task for office staff versus a service order cutoff.
460	The ability to notify the customer via text, email or Robocalls that a payment is due in x number of days for your payment plan or arrangement.
461	There are already-defined fields for frequency of payments, number of payments, and down payment.
462	In setting up a payment arrangement, the CSR may fill in the down payment and set the frequency of payment to calculate the arrangement.
463	If there is a payment arrangement, the system applies the payment amount to the amount due in the arrangement, then the rest to the current charges. Once the current arrangement amount and current charges are paid, then any remaining amount is applied to the next arrangement amount due.
464	The ability to offer loans for special situations and calculate principal, interest, number of payments and immortalization schedule.
465	The ability to track cutoff activity. I.e. Cutoff, lock meter, detect usage after cutoff, etc.
466	Lien Management
467	The ability to place amounts owed on an account to a lien on the property.
468	The ability to provide a lien certificate to the customer upon approval of the lien which includes includes the final bill amount
469	The ability to track unbilled hydrant meter usage. i.e. used but not billed as agreement with City.
470	Alert on account for possible theft
471	Alert on account for confirmed theft
472	Upon cancelling or completing a work order a task is needed to review and approve comments related to the Work Order at the premise, account or meter read level
473	The ability to track serial number associated to the meter.
474	Apply one or More of the Following Delinquency Step Exceptions to any Account:
475	Life-support customers.
476	Indicator that the account is to be reviewed.
477	Large Industrial accounts and restaurants.
478	Beauty salons.
479	Dialysis centers.
480	Hospitals.
481	Multi-unit dwelling(5 or more units)
482	Laundromats with boilers.
483	Utility staff may add to the list of exceptions that are applied to an individual account, or remove exceptions from that list.
484	Accounts that are Eligible for Cut-off for Non-payment, Data Displayed about Them Must Include at Least:
485	Customer account number.
486	Customer Class.
487	Phone Number.
488	Service location.
489	Meter size.
490	Meter configuration
491	Serial number
492	Meter location
493	MIU (encoder device number) if applicable
494	Number of Dials
495	Previous read information.
496	Location notes.
497	Ability to determine based on previous behavior if the customer can be notified on site prior to cutting of service
498	Amount due to restore service, current and total amount due
499	CSR-entered notes.
500	Automated Extension of Due Date.
501	There is a payment status indicator that, if activated (e.g., checked) suspends collection action for a utility-determined number of business days.
502	The utility may configure the extension to exempt late fees or not, at its choice.
503	There is a payment status indicator that, if activated (e.g., checked), triggers the system to offer the CSR a field in which to indicate the number of days that collection action is suspended.
504	The ability to shift payment due dates due to office conditions, snowstorm, rain, etc.
505	Payment Against an Account with an Open Order for Disconnect.
506	Payment applies immediately and cancels a non-payment shut off order.
507	Minimum amount to cut is configurable by customer class.
508	The utility may configure in the CIS a payment type "pending" and configure the collection stream for accounts with payment type pending to generate a task for office staff instead of a turn off service order.
509	Support management of either a check-off function or a round-up function that allows customers to donate to a relief fund.
510	The ability to flag customers on Social Services.
511	The ability to shelter customers on Social Services from disconnect, but still allow other collection stream processes.
512	The ability to manage the Round-Up program. Produce a letter for customers that donated with an annual amount donated-tax benefit.
513	Customer Bankruptcy: System Must be Configurable for Ch. 7, 11 and 13
514	Bankruptcy process management: an “In Bankruptcy” notation can be configured to display in the account information summary.
515	Fields to store date of bankruptcy court filing and date of bankruptcy court determination.
516	Auto write off of bankruptcy balances a utility-defined number of days after the bankruptcy filing date.
517	The method for protecting bankruptcy amount from delinquency steps during bankruptcy is to close the account and open a new one for regular charges.
518	The method for protecting bankruptcy amount from delinquency steps during bankruptcy is to mark the protected amount as of the court notice date without closing the account.
519	There is a field with drop-downs: Chapter 7, Chapter 11, Chapter 13.
520	Chapter 11 or 13 dismissal outstanding debt is reinstated on account and debt is aged for collections.
521	The ability to recall debt from collection agency based on amount is included in a bankruptcy and reason included in request
522	If Account is Inactive and Customer has Bad Debt, fields for:
523	Court date.
524	Case number.
525	Chapter designator (7, 11, 13) from a drop-down.
526	Date notice received.
527	If Account is Active:
528	Prorate meter reading to bankruptcy filing date.
529	System to automatically generate deposit requirement letter.
530	Capture all Bankruptcy documentation electronically system.
531	General Ledger & Revenue Analysis
532	Credit Refunds
533	The ability to see the check number of a refund, status of check (date issued) account number.
534	The service address that the check was issued for must be identifiable.
535	The ability to issue one check for a refund or credit balance.
536	For Refund Checks, CIS Has Fields to:
537	Store refund check number.
538	Check issued to:(name)
539	Reason not issued to account owner
540	Store refund check date.
541	Store refund check amount.
542	Store date of voided or returned refund check.
543	Store indicator of whether the refund was returned or voided.
544	Service address
545	Mailing Address
546	Escheatment sent to state or other agency.
547	Account Statuses and Classes.
548	Provide account classes of Residential, Multi-Unit Residential, Commercial, Government, Medical, Schools, Industrial and Sub Categories i.e. Retail, Salon, etc.
549	Provide the ability for special account management for specific identified accounts.
550	CIS must provide a strong audit trail for all financial transactions:
551	Date/time stamp.
552	Who entered or changed transaction.
553	Previous value/subsequent value.
554	Security controlled access for turning on/off audit trail fields.
555	Easy query of audit trail transactions.
556	Available report of audit trail transactions.
557	Ability to Track and Record Water Quality Complaints
558	Classification of complaint as an odor complaint.
559	Classification of complaint as an taste complaint.
560	Classification of complaint as an illness complaint.
561	Classification of a complaint as an appearance complaint.
562	Classification of complain as a miscellaneous complaint.
563	Multiple classifications of complaint.
564	Reporting on water quality complaints by classification and sub classification.
565	Workflow.
566	Alerts
567	May be set on account, person, or location.
568	Are readily visible to the CSR when an account, location, or person is accessed.
569	Are set automatically (without user intervention) when a triggering condition is met.

This is the start of the file's text. The full file is on GovTribe.

File details come from the government source that posted it. Updated Aug 26, 2025.