4-C. Appendix A - Functional Requirements Business Critical Details.xlsx

XLSX spreadsheet 56 KB Posted Feb 3, 2026

Attached to: Workforce Management Replacement Consultant
Solicitation number: FY26-RFP-17
Issued by: Mecklenburg County, Charlotte City, North Carolina

About this file

Written by GovTribe AI · Feb 11, 2026

This functional requirements document is an appendix to the City of Charlotte's workforce management system replacement project, detailing comprehensive system requirements across multiple operational categories for the water utility department. The document outlines extensive functional specifications organized into business-critical categories including asset tracking, compliance testing, warranty tracking, dispatch and priorities management, scheduling and workload management, auto vehicle location and route optimization, reporting and operational metrics, billing and CIS interface, notification and team communication, photo and data management, uploading and information flow, and service order creation functions. The requirements span field service operations, inventory management, storeroom inspections, asset repair and salvaging, system user management, user interface and experience, infrastructure capabilities, sustainability commitments, data management, system integrations, and security requirements. The document requests vendor responses indicating whether each requirement is a standard out-of-the-box feature, requires customization, requires third-party integration, is future functionality, or is not supported.

The functional requirements document uses a standardized evaluation matrix format in which vendors must mark responses across five applicability categories (STD, CTMZ, INTG, FUFT, NSPT) and provide detailed comments with references for each requirement. Key infrastructure requirements include support for multiple device types and operating systems (tablet, desktop, laptop, smartphone with Android, Apple OS, and Windows), mobile solutions operating in connected or disconnected modes, daily backup and version control capabilities, database replication and disaster recovery technologies, 99.9 percent uptime service level agreements, and capacity to handle 5,500 work orders per day with video and photo attachments. Critical system integrations required include linkages to AMI systems, Banner billing system, GIS platforms, ERP systems, timekeeping systems, document management platforms, and email systems. Security requirements mandate industry-standard multi-factor authentication, single sign-on capability, role-based permissions, FedRAMP certification, SOC2 compliance, data encryption in transit and at rest, and separate development, training, and production environments.

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Other files

File	Type	Posted
9-Workforce Management Replacement Consultant RFP - Pre-Proposal Conference Presentation.pdf	PDF	Feb 3, 2026
3-D. Sample Services Contract for Workforce Management Replacement Consultant.docx	DOCX document	Feb 3, 2026
2-E. Bonfire Proposal Submission Form.pdf	PDF	Feb 3, 2026
7-B. RFP FY26-RFP-17 for Workforce Management Replacement Consultant.pdf	PDF	Feb 3, 2026
1-A. Bonfire Procurement Portal Instructions.pdf	PDF	Feb 3, 2026
6-F. Bonfire MWSBE Utilization Form.docx	DOCX document	Feb 3, 2026
5-G. Bonfire References Form.pdf	PDF	Feb 3, 2026
8-H. Key Personnel and Other Resources Form.docx	DOCX document	Feb 3, 2026

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BusinessCritical_Summary

FUNCTIONAL REQUIREMENTS

Priority	Asset Tracking, Compliance Testing, Warranty Tracking	CityWorks Functionality	Service Suite Functionality
BC	Track full lifecycle of equipment components cradle to grave. Tracking needed by component's SN & model and location (warehouse/zones/Trucks) and if installed/received. Then deposition step (Warranty, damaged and recycled).	º	�
BC	Purchase order system needs to capture inventory, budget, & date tracking	º	Ñ
BC	Integrate systems to track costs by service order, monthly and yearly cost.	�	Ñ
BC	Analytics/data download capabilities to track reasons for component failure/removal	º	Ñ
BC	Meter testing step (new, return, and factor test results) - be able to scan data (and accept/reject results) and inventory SNs	�	Ñ
BC	Perform and track meter testing records per individual meter	Ñ	Ñ
BC	Notify user if a meter is under warranty when establishing a disposal workflow	�	Ñ
BC	Ability to roll up individual meter testing records to a batch compliance testing (AWWA M6 procedure)	Ñ	Ñ
BC	Software has a way to replace an asset at a location and retain the history of previous assets at that location	Ñ	Ñ
	Dispatch/Priorities Management
BC	At a glance being able to see past due orders.	Ñ	�
BC	Count: having an active count provides at a glance look at the number instead of counting each order.	Ñ	Ñ
BC	Priority orders always at top of screen, no matter what filter applied	Ñ	º
BC	Customizable assignment group by route/zone	Ñ	�
BC	[Safety] Emergency notifications - the system should send notification to the dispatch when the emergency button is pressed. Configured to add others to be notified.	Ñ	º
BC	[Safety] Emergency notifications should stay on a screen until acknowledged	Ñ	º
BC	Automatically pass service orders from CSI to Dispatch	Ñ	º
BC	Service order displays: work type, priority, required response time	Ñ	º
BC	Workarounds/reassignments for workflows so when a person is out of the office, work can continue to flow	Ñ	�
	Scheduling and Workload Management
BC	Prioritizing assigned work in distance from home location	Ñ	�
BC	Configuration of technician type to allow sorting & assignments based technician availability and skill sets vs workload/pending work	Ñ	Ñ
BC	Work order prioritization based on time stamp of order creation	Ñ	�
BC	Prioritizing work assignments based on order type	Ñ	�
BC	SLA - time stamps (not just day) for turn on orders	Ñ	�
BC	Team management and configuration: Shows available staff, their workload, planned work hours vs. actual work hours, and skillsets	Ñ	Ñ
BC	Team management and configuration: Ability to leverage team resources by skill set and using the forecasted workload	Ñ	Ñ
BC	Ability for Dispatch to manually assign service orders	Ñ	�
BC	Ability for the CIS system to communicate with Dispatch system	Ñ	Ñ
BC	Utilize drop-down menus in work orders to record work performed	Ñ	�
	Auto Vehicle Location (AVL)/Route Optimization
BC	Ability to identify technician skillset and resources closest to work	Ñ	Ñ
BC	Ability of software to provide computer assist in the routing of daily work activities. Turn by turn directions / to include Audible directions	Ñ	�
BC	Accurate and real-time AVL viewable to dispatch/supervisors. Integrate with AVL already in vehicle to make use of existing infrastructure.	Ñ	�
BC	Reliable connectivity in field	Ñ	º
BC	Optimization abilities in assignment of daily orders to technicians	Ñ	�
BC	Ability to auto-cancel open turn-off order (as well as the turn-on order just created) when a turn-on order is created within field dispatch system for same customer.	Ñ	Ñ
BC	Ability to create multiple/group orders with a singular action.	Ñ	Ñ
	Reporting & Operational Metrics
BC	Capturing data real-time and have real-time access to data in field to improve response time	Ñ	�
BC	Configuration for key alerts, ability to flag discrepancies, data disparity compared with trends, etc.	Ñ	Ñ
BC	ISO Conformance - use preidentified KPIs to conform	Ñ	�
BC	Provide standard and ad-hoc reporting functionality which can export to Excel and external analytical tools like Power BI. The additional functionality should include the ability to filter report data and drill down into report historical data.	Ñ	�
BC	Ability to pull consumption data from AMI system in field to better problem solve reported issues	Ñ	Ñ
BC	Ability to do roll-up reporting for costs, assets, location, activity type for actual costs	Ñ	Ñ
BC	Role-based, user-configurable menus, screens, fields, and reports	Ñ	Ñ
	Billing/CIS Interface
BC	Capture detailed information from field system - Meter & ERT Details and reduce need to pull information from Banner & different systems	Ñ	�
BC	Ability to upload scanned files and pictures in field system and capture it in Banner	Ñ	Ñ
BC	Capture location information from Field Services	Ñ	Ñ
BC	Hosting of validations live in Banner field	Ñ	Ñ
BC	Ability to capture cost data	Ñ	Ñ
BC	Interface with billing/CIS to automatically generate delinquent charge on account following closure of service order in field dispatch	Ñ	Ñ
BC	Interface with billing/CIS to automatically activate accounts after technician has completed field work where a service was activated	Ñ	Ñ
BC	Ability to capture exceptions that occur in the service order being passed from the information system to the field dispatch system.	Ñ	�
BC	Orders are updated real-time in CIS	Ñ	Ñ
BC	Ability to indicate to scheduling/dispatching application that technician has visited site and informed delinquent customer that service will be cut off if payment is not received by designated timeframe.	Ñ	Ñ
	Notification and Team Communication
BC	Create, assign, track, complete, and escalate work orders from office or field deployed to a mobile device by user or crew	Ñ	º
BC	Ability to develop and configure business process workflows and forms without changes to the base code to meet business needs	Ñ	�
BC	Has a scheduling calendar for multiple employees or crews with drill down and "drag and drop" capabilities for manual work scheduling for a 2-week duration. Driven by service order type.	Ñ	Ñ
BC	Can generate and customize a dashboard showing a calendar of service orders and schedules.	Ñ	Ñ
BC	Techs receive orders in mobile application and receive notifications of service order cancellations	Ñ	�
BC	Field service tech is routed to a service address for routine service requests, check reads, inspections, or applicable work	Ñ	�
BC	Ability to receive and respond to Water Quality Service Orders	Ñ	�
BC	Ability to enter data via mobile devices (not only tablets)	Ñ	Ñ
BC	Ability to alert field dispatch when a previously transmitted service order has been canceled within the information system.	Ñ	Ñ
BC	Handhelds used to confirm transmitter reading matches register reading	Ñ	Ñ
BC	Accounts are updated with notes that can be accessed by specified techs.	Ñ	Ñ
BC	Interface: Visibility of any location notes for meter from previous service orders via Service Suite, field meter interface application, and CIS	Ñ	�
	Photo & Data Management
BC	Ability to access stored photos in field	Ñ	Ñ
BC	Provide robust search functionality to include text fields, photos, attachments, and database elements and also to enable query and filter capabilities to manage search results and save and share common queries	Ñ	Ñ
BC	Configuration for user-defined fields and user customizable menus and screens	Ñ	�
	Uploading & Information Flow (Syncing)
BC	Order system can be accessed via various devices (tablet, desktop, laptop, smartphone) and operating systems (Android, Apple OS, Windows, etc.)	Ñ	Ñ
BC	Ability to use a mobile solution in connected or disconnected mode	�	Ñ
BC	Ability to routinely backup (at least once daily) and provide version control on database information, if needed by Charlotte Water	�	Ñ
BC	Ability to deploy database replication (mirroring) and disaster recovery technologies/procedures	�	Ñ
BC	Full audit trail and history recorded throughout all modules: date, time, who made the change, etc.	�	�
BC	Ability to automatically pass information between systems	�	�
BC	Ability to access all service orders in dispatch system	Ñ	º
BC	Ability to automatically generate delinquent charges	Ñ	Ñ
BC	Ability to pass move in and move out information from field dispatch to information system following completed field work	Ñ	Ñ
BC	Ability to alert field dispatch when a previously transmitted service order has been canceled within the information why.	Ñ	Ñ
BC	Synching: Service orders closed and Service Suite updated with information	Ñ	Ñ
BC	Orders are updated in CIS or go to exceptions	Ñ	�
	Service Order Creation (CIS/311 Functions)
BC	When creating a Service Order, there is the option to select a code to identify the type of problem	Ñ	�
BC	The initiator can enter comments about the order that stay with order throughout its life cycle	Ñ	�
BC	The initiator of the Service Order has visibility of the status of the response to the service order and any related orders (internal capability)	Ñ	�
BC	Create a child order from the parent order, carrying information from the parent order such as who initiated, description, date initiated	Ñ	Ñ
BC	Create orders with types, including codes similar to processes they represent	Ñ	�
BC	Create service order in customer billing system and notate account	Ñ	�
BC	311 ETeam has ability for creating initial high bill order	Ñ	Ñ
BC	Delinquent FDFB is created	Ñ	�
BC	Customer pays to reconnect service and FDOB is automatically created	Ñ	�
BC	Field Operations Supervisor ability to create WBLO and works order	Ñ	�
BC	MAJR order is created as needed or updated from Escalations Calendar	Ñ	�
BC	A move in service order (MVIN SO) is created when a customer calls to activate	Ñ	�
BC	Ability to create service order to turn service off or lock meter - FDML SO	Ñ	�
BC	Supervisor ability for creating and assigning WSQA service order	Ñ	�
BC	311 Agent's ability to create WELP, WSLP, and WSHP	Ñ	Ñ
BC	An order is automatically created if a meter cannot be located	Ñ	Ñ

Functional Req_FullList

		FUNCTIONAL REQUIREMENTS	VENDOR RESPONSE (Mark the appropriate column with an X)	COMMENTS
Please provide detailed comments or reference to support your response in Columns D-H	REFERENCES
Note any reference material you wish to include here (hyperlinks or attached to application)	APPLICABLE MODULE(S)

Which module includes this functionality?

		STD: Standard out-of-the-box feature
		CTMZ: Customization is required to meet the requirement
		INTG: Integration with a third-party solution is required to meet the requirement
		FUFT: Future functionality: Supported in the next release or roadmap of the software.
		NSPT: Not Supported
		STD	CTMZ	INTG	FUFT	NSPT
Priority	Asset Tracking, Compliance Testing, Warranty Tracking						Related/Covered by AMI
BC	Track full lifecycle of equipment components cradle to grave; zones, trucks, keeping/returns, discarding						No
BC	Tracking needed by component's SN & model and location (warehouse/zones/Trucks) and if installed/received. Then deposition step (Warranty, damaged and recycled).						No
BC	Purchase order system needs to capture inventory, budget, & tracking						No
BC	Integrate systems to track costs by service order, monthly and yearly cost.						No
BC	Track PO with expected & final delivery dates. Each PO may have multiple shipments/received/backorders.						No
MP	Capture reason each meter component is returned from field						No
BC	Analytics/data download capabilities to track reasons for component failure/removal						No
BC	Meter testing step (new, return, and factor test results) - be able to scan data (and accept/reject results) and inventory SNs						No
MP	Budget tracking to track encumbered funds, accepted meters, and unincumbered funds.						No
MP	Ability to receive meters and tracking withing Oracle						No
BC	Notify user if a meter is under warranty when establishing a disposal workflow						No
BC	Perform and track meter testing records per individual meter						No
BC	Ability to roll up individual meter testing records to a batch compliance testing (AWWA M6 procedure)						No
MP	Asset records can be removed in CIS						No
BC	Software has a way to replace an asset at a location and retain the history of previous assets at that location						Maybe
MP	Display required parts and materials for an asset						No
MP	The order has a place to capture comments, and comments are associated back to the asset if related (rebuilt)						You can add comments to specific accounts in most ami dashboards.

	Dispatch/Priorities Management
BC	At a glance being able to see past due orders.	AMI dashboards an help with priorization as will often display alerts/alarms and point out potentially critical events/alarms.
BC	Count: having an active count provides at a glance look at the number instead of counting each order.	No
BC	Priority orders always at top of screen, no matter what filter applied	NA
MP	Capture service order history in service order system to include who assigned the order and to whom etc.	No
BC	Customizable assignment group by route/zone	No
LP	Closure notification and ability to dispatch from Emergency notification	AMI alerts/alarms can assist with prioritization of work orders and emergency orders
BC	[Safety] Emergency notifications - the system should send notification to the dispatch when the emergency button is pressed. Configured to add others to be notified.	NA
BC	[Safety] Emergency notifications should stay on a screen until acknowledged	NA
BC	Automatically pass service orders from CSI to Dispatch	No
LP	When Service Order Optimization is running, ability to override the present and/or pastdue order with the newest order that takes prioirty. Like an FDOB vs older MVOT.	No
LP	Ability to modify the exsisting priority level if change in priority	No
BC	Service order displays: work type, priority, required response time	No
BC	Workarounds/reassignments for workflows so when a person is out of the office, work can continue to flow	No
LP	Option to cancel service order based on permissions only	No

	Scheduling and Workload Management
BC	Prioritizing assigned work in distance from home location	No
BC	Configuration of technian type to allow sorting & assignments based technician availability and skill sets vs workload/pending work	No
BC	Work order prioritization based on time stamp of order creation	No
BC	Prioritizing work assignments based on order type	No
BC	SLA - time stamps (not just day) for turn on orders	NA
BC	Team management and configuration: Shows available staff, their workload, planned work hours vs. actual work hours, and skillsets	NA
BC	Team management and configuration: Ability to leverage team resources by skill set and using the forecasted workload	AMI data analysis helps with this; depending on the types of issues normally found, staffing decisions can be made
LP	Dynamic Ability to assign order to multiple staff. Commercial/CIG	No
BC	Ability for Dispatch to manually assign service orders	Billing exception reports provided by AMI software; can be programmed to certain thresholds/parameters
BC	Ability for the CIS system to communicate with Dispatch system
BC	Utilize drop-down menus in work orders to record work performed	NA

	Auto Vehicle Location (AVL)/Route Optimization
BC	Ability to identify technician skillset and resources closest to work	NA
BC	Ability of software to provide computer assist in the routing of daily work activities. Turn by turn directions / to include Audible directions	NA
BC	Accurate and real-time AVL viewable to dispatch/supervisors	NA
BC	Reliable connectivity in field	NA
BC	Integrate with external AVL already in vehicle and make use existing AVL infrastructure	NA
BC	Optimization use in assignment of daily orders to technicians	One can pull reports from AMI to identify potential work orders and prioritize
BC	Ability to auto-cancel open turn-off order (as well as the turn-on order just created) when a turn-on order is created within field dispatch system for same customer.	NA
BC	Ability to create multiple/group orders with a singular action.	NA
LP	Configuration to create "Linear Route" work orders	NA

	Reporting & Operational Metrics
BC	Capturing data real-time and have real-time access to data in field to improve response time	Near real-time meter information; can request status without field visit
BC	Report on standard KPIs such as system performance	System performance; leaks; other performance metrics can be pulled/tracked with AMI software
BC	Customizable Reports - by team, zone, individual etc.	Available in some AMI HES
BC	Graphical trend reporting	No
BC	Productivity Reports - Summaries and ability to drill down into data	No
BC	System reporting accessibility by Executive team & Finance managers	No
BC	Configuration for key alerts, ability to flag discrepancies, data disparity compared with trends, etc.	Comments/flags are typically available within AMI HES to add callouts or notes for a specific account
BC	ISO Conformance - use preidentified KPIs to conform	NA
MP	Ability to create your own dashboards, reporting ad hoc within software product	Some AMI dashboards are also customizable so data can be more comparable
BC	Provide standard and ad-hoc reporting functionality which can export to Excel and external analytical tools like Power BI. The additional functionality should include the ability to filter report data and drill down into report historical data.	Reporting and dashboards are available within AMI as it pertains to water consumption data. No work order data/information will be stored or available within a report from an AMI dashboard.
BC	Ability to pull consumption data from AMI system in field to better problem solve reported issues	Dashboards available for AMI-related information and system health. Customer portal will be a part of the program, as well
BC	Ability to do roll-up reporting for costs, assets, location, activity type for actual costs	No
BC	Role-based, user-configurable menus, screens, fields, and reports	Yes

	Billing/CIS Interface
BC	Capture detailed information from field system - Meter & ERT Details and reduce need to pull information from Banner & different systems	This information will be available to pull from an AMI dashboard as it pertains to meter/endpoint details
BC	Ability to upload scanned files and pictures in field system and capture it in Banner	Most AMI HES do not allow uploading pictures, but could be a future functionality
BC	Capture location information from Field Services	GPS coords are collected during AMI installation and will be available to support field efforts. These are usually displayed on a Map within a dashboard.
BC	Hosting of validations live in Banner field	NA
BC	Ability to capture cost data	NA
BC	Interface with billing/CIS to automatically generate delinquent charge on account following closure of service order in field dispatch	One can identify accounts that are consuming with an inactive state
BC	Interface with billing/CIS to automatically activate accounts after technician has completed field work where a service was activated	NA
BC	Ability to capture exceptions that occur in the service order being passed from the information system to the field dispatch system.	NA
MP	Account services ability to monitor Escalation Calendar appointments	NA
MP	Interface with billing/CIS so that Supervisor Investigation High Bill service order and complaint are closed automatically in CIS	AMI data support: Typically a CSR will drill into an accounts information in the utility AMI HES to investigate a customer's water usage/consumption
BC	Orders are updated real-time in CIS	NA
BC	Ability to indicate to scheduling/dispatching application that technician has visited site and informed delinquent customer that service will be cut off if payment is not received by designated timeframe.	NA

	Notification and Team Communication
BC	Create, assign, track, complete, and escalate work orders from office or field deployed to a mobile device by user or crew	AMI software helps with desktop analysis and provides information that aids in field action prioritization
BC	Ability to develop and configure business process workflows and forms without changes to the base code to meet business needs	NA
BC	Has a scheduling calendar for multiple employees or crews with drill down and "drag and drop" capabilities for manual work scheduling for a 2-week duration. Driven by service order type.	NA
BC	Can generate and customize a dashboard showing a calendar of service orders and schedules.	NA
MP	Ability to notify an individual technician on a specific message or notification related to work order	NA
BC	Field notifications of service order cancellation	NA
MP	Ability to view account status from mobile application	NA
BC	Orders are received in mobile application	NA
BC	Field service tech is routed to a service address for routine service requests, check reads, inspections, or applicable work	NA
BC	Ability to address Water Quality Service Orders	NA
MP	Ability to send service order to Operations supervisor for review	NA
MP	Service Orders are used to identify location of meter box (SRAB or WBLO)	NA
BC	Techs receives service order in Mobile App	NA
BC	Ability to enter data via mobile devices (not only tablets)	NA
BC	Ability to alert field dispatch when a previously transmitted service order has been canceled within the information system.	NA
BC	Handhelds used to confirm transmitter reading matches register reading	Some AMI solutions offer a handheld to interrogate endpoints/meters.
BC	Accounts are updated with notes that can be accessed by specified techs.	No
BC	Interface: Visibility of any location notes for meter from previous service orders via Service Suite, field meter interface application, and CIS	Usually notes for accounts/locations can be stored within the AMI HES

	Photo & Data Management
BC	Ability to access stored photos in field	AMI HES are typically accessible via a mobile device, but best bet is to use a Toughbook or field laptop to via desktop version
BC	Provide robust search functionality to include text fields, photos, attachments, and database elements and also to enable query and filter capabilities to manage search results and save and share common queries	No
MP	Ability to use QR Code and Bar Code to access data including asset, location, material inventory, and work orders (FUTURE STATE)	No
BC	Configuration for user-defined fields and user customizable menus and screens	Some AMI HES allow for customer dashboards and/or filters
MP	Intuitive system navigation (e.g., configurable menus, screens, drop-down lists, etc.)	No
MP	Configuration to support quality control: Data input supported by drop-down menus or lists with selection options	No
MP	Ability to upload scanned files and pictures in field system and capture them in Banner CIS	No
MP	Ability to configure notes and text fields with an unlimited notes option

	Uploading & Information Flow (Syncing)
MP	Configurable rule based workflow	NA
BC	Can be accessed via various devices (tablet, desktop, laptop, smartphone) and operating systems (Android, Apple OS, Windows, etc.)	Yes
BC	Ability to use a mobile solution in connected or disconnected mode	NA
BC	Ability to routinely backup (at least once daily) and provide version control on database information, if needed by Charlotte Water	NA
BC	Ability to deploy database replication (mirroring) and disaster recovery technologies/procedures	There is usually redundancy built into an AMI solution where usage data is saved/stored at various points in case of network/outage disaster events. Endpoint, register, base stations, etc.
MP	Ability to handle up to 500 work orders per day with video and photo attachments and storage without performance degradation	No
BC	Full audit trail and history throughout all modules: date, time, who made the change, etc.	NA
LP	Electronic approval document routing	No
BC	Ability to automatically pass information between systems	Yes
BC	Ability to access all service orders in dispatch system	No
BC	Ability to automatically generate delinquent charges	No
BC	Ability to pass move in and move out information from field dispatch to information system following completed field work	No
BC	Ability to alert field dispatch when a previously transmitted service order has been canceled within the information why.	No
BC	Synching: Service orders closed and Service Suite updated with information	No
BC	Orders are updated in CIS or goes to exceptions	AMI HES are typically integrated with the customers CIS. When one is updated, the other will follow.

	Service Order Creation (CIS/311 Functions)
BC	When creating a Service Order, there is the option to select a code to identify the type of problem	NA
BC	The initiator can enter comments about the order that stay with order throughout its life cycle	NA
BC	The initiator of the Service Order has visibility of the status of the response to the service order and any related orders (internal capability)	NA
BC	Create a child order from the parent order, carrying information from the parent order such as who initiated, description, date initiated	NA
MP	Ability to attach documents to service order	NA
BC	Create orders with types, including codes similar to processes they represent	NA
BC	Create service order in customer billing system and notate account	NA
BC	311 ETeam has ability for creating initial high bill order	AMI data can support order creation
MP	Customer Support Administrator will be able to assign and reschedule supervisor investigation high bill service orders for escalations	AMI data can support order creation
BC	Delinquent FDFB is created	NA
BC	Customer pays to reconnect service and FDOB is automatically created	NA
BC	Field Operations Supervisor ability to create WBLO and works order	NA
BC	MAJR order is created as needed or updated from Escalations Calendar	NA
BC	A move in service order (MVIN SO) is created when a customer calls to activate	NA
BC	Ability to create service order to turn service off or lock meter - FDML SO	NA
BC	Supervisor ability for creating and assigning WSQA service order	NA
BC	311 Agent's ability to create WELP, WSLP, and WSHP	AMI data can support order creation
BC	An order is created if a meter cannot be located	AMI data will include GPS location of meter; accessing this data from field may be helpful

Functional Requirements- IT

		FUNCTIONAL REQUIREMENTS	VENDOR RESPONSE (Mark the appropriate column with an X)	COMMENTS
Please provide detailed comments or reference to support your response in Columns D-H	REFERENCES
Note any reference material you wish to include here (hyperlinks or attached to application)	APPLICABLE MODULE(S)

Which module includes this functionality?

				STD: Standard out-of-the-box feature
				CTMZ: Customization is required to meet the requirement
				INTG: Integration with a third-party solution is required to meet the requirement
				FUFT: Future functionality: Supported in the next release or roadmap of the software.
				NSPT: Not Supported
				STD	CTMZ	INTG	FUFT	NSPT
			Ordering Inventory / Managing Inventory
	BC		Support setting reorder points based on minimum and maximum spare parts stock levels
	BC		Notifies staff that minimum count has been reached and triggers a workflow to reorder materials and restock to the maximum level
	BC		Minimum count levels are established and calculated at each location
	BC		Allows staff to request a non-stocked part/material
	BC		Purchase Request captures the anticipated delivery date
	BC		Purchase Request is work flowed for approval, which flows varies by division and dollar amount; approval workflow should be visible
	BC		On a purchase, capture confirmed delivery date
	BC		Purchase Request captures purchase costs
	LP		Captures whether a vendor is under contract and the contract expiration date
	LP		Integrates with purchasing system
	LP		Ability to track Purchase Order in Software and PeopleSoft (connected somehow)
			Receiving and Managing Inventory from Vendors
	BC		Ability to track vendor/warranty information
	MP		Software captures if there was an issue with delivery
	MP		Software would capture a new delivery date if there were an issue with delivery
	MP		Software has a method to track vendor performance
	BC		Software captures the actual delivery date and location of delivery
			Inventory Management: Perform Cycle Counts
	BC		Keeps records of parts and materials and balances at multiple locations
	BC		Allows for custom queries
	BC		Ability to develop a cycle count work order that shows the list of parts/materials and does not show the balance
	BC		The cycle count work order allows staff to record the balance counted
	BC		Provides a drop-down menu of reasons for variances that can be applied to individual part/material
	MP		Has a variance report that includes the reason for the variance
			Inventory Management: Surplus Items
	MP		Can send a notification that a work order has been completed
	BC		Parts can be moved between established locations
	MP		When parts are moved to the location “surplus cage,” notification is generated
	MP		From the notification, initiate the “approval to surplus” form
	MP		Workflow approval form through three levels of approval: 1) Utilities Contract Section 2) Director, 3) Finance Director
	MP		Ability to notify the initiator once all approvals are received
			Managing Inventory: Issuing Inventory and Returning Unused Parts/Materials
	BC		Provides a list of assigned work orders with inventory items requirement
	BC		Allows parts to be issued to a work order
	BC		Allows parts previously issued to a work order to be returned to stock
	BC		Ability to manage shelf-life issues
	BC		Ability to track and maintain spare parts
	BC		Ability to reserve parts
	BC		Ability to view usage history
	BC		Ability to manage spare part transfer activities such as rolling stock and multiple storeroom transfers
			Inventory Management: Storeroom Inspections Managing
	MP		Has a Storeroom Inspection Report
	MP		Storeroom Inspection Report can be work flowed
			Inventory: Repairing Asset / Salvaging Usable Parts
	BC		Notifies staff when a part is ready for use
	BC		Displays the location of a stocked asset/part
	BC		Captures where an asset has been taken for service and the anticipated resolution date
	MP		Captures when an asset was delivered for service
	MP		Captures when an asset was received back
			System - User Management
		MP	Support customization based on user type
		BC	Provide role-based user dashboards to facilitate and support work management
		BC	Ability to generate audit log to track users’ entry/edit of data fields
		MP	The ability for contractors to use Software
		BC	Ability to provide complete confidentiality of data from other platform users
			System - User Interface/User Experience
	FUTURE	BC/MP	Ability to use QR Code and Bar Code to access data including asset, location, material inventory, and work orders
		BC	Provide robust search functionality to include text fields, photos, attachments, and database elements and also to enable query and filter capabilities to manage search results and save and share common queries
		BC	Ability to develop and configure business process workflows and forms without changes to the base code to meet business needs
		BC	Ability to have defined rules that follow business process workflow stages with separately associated forms to ensure adherence to the defined process
		BC	Provide user access via internet/browser and the latest versions of Chrome and Edge (application stays current)
		BC	Ability to provide English language support on all platforms
			Context-sensitive help tool
			System - Infrastructure
	NEAR FUTURE		Use on iPhone device and configurable for mobile phone environment
		BC	Can be accessed via various devices (tablet, desktop, laptop, smartphone) and operating systems (Android, Apple OS, Windows, etc.); note that preference is Windows in browser and Android in a native tablet app
		BC	Ability to use a mobile solution in connected or disconnected mode
		BC	Provide separate environments including workflows and databases for 1) development/testing, 2) training, and 3) production workflows
		BC	Ability to provide an uptime Service Level Agreement of at least 99.9 percent
		BC	Ability to routinely backup (at least once daily) and provide version control on database information, if needed by Charlotte Water
		BC	Ability to deploy database replication (mirroring) and disaster recovery technologies/procedures
		BC	Ability to handle 5,500 work order per day: Up to 500 work orders per day with video and photo attachments and storage without performance degradation; 5000 per day without video and photo attachments
			System - Sustainability
		BC	Ability to demonstrate commitment to develop, upgrade (via product roadmap), patch, and support platforms, including database functionality and mobile applications, for at least five years into the future, including in the base subscription rate
		BC	Ability to provide customer service support for mobile issues during Charlotte Water’s standard business hours (8-5 pm weekdays EST)
			System - Data Management
		MP	Import/export data with Office 365 and ability to easily extract data (in MS Office, Power BI, GDB, CSV formats)
		BC	Ability to import images, photos, drawings, etc.
			System Integrations Requirements
		LP	Link with timekeeping system
		LP	Ability to interface with document management systems such as:
•	SharePoint
•	Engineering Drawings
		BC	Ability to interface with procurement data (ERP)
		LP	Ability to interface project management data
		BC	GIS: Provide bi-directional linkage to GIS
		BC	Ability to interface in real-time with Enterprise Data:
•	AMI System
•	Banner

MP	Provide link to email system - automatically send attachments from work order
BC	Ability to use Open APIs to integrate with third party solutions
BC	Ability to encrypt data at rest and in transit for ArcGIS Online and other back-office integration points as well as communications to mobile devices using current industry best practices and technology, including but not limited to, HTTP Secure Connections and/or VPN
BC	Interface to ERP Functions
BC	Interface to meter testing data
BC	Interface to training management system
BC	Integration for communication with Banner
BC	Integration for communication with Cityworks
BC	Work Day ERP Integration
	Security Requirements
BC	Provide separate environments including workflows and databases for 1) development/testing, 2) training, and 3) production workflows
BC	Provides industry standard user multi-factor authentication and auditing features
BC	Supports Single Sign-On via integration
BC	Permissions can be assigned to individual users, and users can be placed into groups for the assignment of permissions.
BC	Software Patching and Security Updates are communicated in advance.
BC	Cloud-hosted platforms support VPN connectivity and/or private data center cross-connections into Charlotte Water systems
BC	FedRAMP certified
BC	SOC2 Report available for review
BC	All bi-directional integrations are secured to Standards
BC	All data is encrypted in transit and at rest
BC	Complete remote management of system including mobile devices

BusinessCritical_FullList

FUNCTIONAL REQUIREMENTS

Priority	Asset Tracking, Compliance Testing, Warranty Tracking	CityWorks Functionality	Service Suite Functionality
BC	Track full lifecycle of equipment components cradle to grave; zones, trucks, keeping/returns, discarding	�	�
BC	Tracking needed by component's SN & model and location (warehouse/zones/Trucks) and if installed/received. Then deposition step (Warranty, damaged and recycled).	º	�
BC	Purchase order system needs to capture inventory, budget, & tracking	º	Ñ
BC	Integrate systems to track costs by service order, monthly and yearly cost.	�	Ñ
BC	Track PO with expected & final delivery dates. Each PO may have multiple shipments/received/backorders.	�	Ñ
BC	Analytics/data download capabilities to track reasons for component failure/removal	º	Ñ
BC	Meter testing step (new, return, and factor test results) - be able to scan data (and accept/reject results) and inventory SNs	�	Ñ
BC	Notify user if a meter is under warranty when establishing a disposal workflow	�	Ñ
BC	Perform and track meter testing records per individual meter	Ñ	Ñ
BC	Ability to roll up individual meter testing records to a batch compliance testing (AWWA M6 procedure)	Ñ	Ñ
BC	Software has a way to replace an asset at a location and retain the history of previous assets at that location	Ñ	Ñ
	Dispatch/Priorities Management
BC	At a glance being able to see past due orders.	Ñ	�
BC	Count: having an active count provides at a glance look at the number instead of counting each order.	Ñ	Ñ
BC	Priority orders always at top of screen, no matter what filter applied	Ñ	º
BC	Customizable assignment group by route/zone	Ñ	�
BC	[Safety] Emergency notifications - the system should send notification to the dispatch when the emergency button is pressed. Configured to add others to be notified.	Ñ	º
BC	[Safety] Emergency notifications should stay on a screen until acknowledged	Ñ	º
BC	Automatically pass service orders from CSI to Dispatch	Ñ	º
BC	Service order displays: work type, priority, required response time	Ñ	º
BC	Workarounds/reassignments for workflows so when a person is out of the office, work can continue to flow	Ñ	�
	Scheduling and Workload Management
BC	Prioritizing assigned work in distance from home location	Ñ	�
BC	Configuration of technian type to allow sorting & assignments based technician availability and skill sets vs workload/pending work	Ñ	Ñ
BC	Work order prioritization based on time stamp of order creation	Ñ	�
BC	Prioritizing work assignments based on order type	Ñ	�
BC	SLA - time stamps (not just day) for turn on orders	Ñ	�
BC	Team management and configuration: Shows available staff, their workload, planned work hours vs. actual work hours, and skillsets	Ñ	Ñ
BC	Team management and configuration: Ability to leverage team resources by skill set and using the forecasted workload	Ñ	Ñ
BC	Ability for Dispatch to manually assign service orders	Ñ	�
BC	Ability for the CIS system to communicate with Dispatch system	Ñ	Ñ
BC	Utilize drop-down menus in work orders to record work performed	Ñ	�
	Auto Vehicle Location (AVL)/Route Optimization
BC	Ability to identify technician skillset and resources closest to work	Ñ	Ñ
BC	Ability of software to provide computer assist in the routing of daily work activities. Turn by turn directions / to include Audible directions	Ñ	�
BC	Accurate and real-time AVL viewable to dispatch/supervisors	Ñ	Ñ
BC	Reliable connectivity in field	Ñ	º
BC	Integrate with external AVL already in vehicle and make use existing AVL infrastructure	Ñ	�
BC	Optimization use in assignment of daily orders to technicians	Ñ	�
BC	Ability to auto-cancel open turn-off order (as well as the turn-on order just created) when a turn-on order is created within field dispatch system for same customer.	Ñ	Ñ
BC	Ability to create multiple/group orders with a singular action.	Ñ	Ñ
	Reporting & Operational Metrics		Reporting & Operational Metrics
BC	Capturing data real-time and have real-time access to data in field to improve response time	Ñ	�
BC	Report on standard KPIs such as system performance	Ñ	�
BC	Customizable Reports - by team, zone, individual etc.	Ñ	Ñ
BC	Graphical trend reporting	Ñ	Ñ
BC	Productivity Reports - Summaries and ability to drill down into data	Ñ	Ñ
BC	System reporting accessibility by Executive team & Finance managers	Ñ	Ñ
BC	Configuration for key alerts, ability to flag discrepancies, data disparity compared with trends, etc.	Ñ	Ñ
BC	ISO Conformance - use preidentified KPIs to conform	Ñ	�
BC	Provide standard and ad-hoc reporting functionality which can export to Excel and external analytical tools like Power BI. The additional functionality should include the ability to filter report data and drill down into report historical data.	Ñ	Ñ
BC	Ability to pull consumption data from AMI system in field to better problem solve reported issues	Ñ	Ñ
BC	Ability to do roll-up reporting for costs, assets, location, activity type for actual costs	Ñ	Ñ
BC	Role-based, user-configurable menus, screens, fields, and reports	Ñ	Ñ
	Billing/CIS Interface
BC	Capture detailed information from field system - Meter & ERT Details and reduce need to pull information from Banner & different systems	Ñ	�
BC	Ability to upload scanned files and pictures in field system and capture it in Banner	Ñ	Ñ
BC	Capture location information from Field Services	Ñ	Ñ
BC	Hosting of validations live in Banner field	Ñ	Ñ
BC	Ability to capture cost data	Ñ	Ñ
BC	Interface with billing/CIS to automatically generate delinquent charge on account following closure of service order in field dispatch	Ñ	Ñ
BC	Interface with billing/CIS to automatically activate accounts after technician has completed field work where a service was activated	Ñ	Ñ
BC	Ability to capture exceptions that occur in the service order being passed from the information system to the field dispatch system.	Ñ	�
BC	Orders are updated real-time in CIS	Ñ	Ñ
BC	Ability to indicate to scheduling/dispatching application that technician has visited site and informed delinquent customer that service will be cut off if payment is not received by designated timeframe.	Ñ	Ñ
	Notification and Team Communication
BC	Create, assign, track, complete, and escalate work orders from office or field deployed to a mobile device by user or crew	Ñ	º
BC	Ability to develop and configure business process workflows and forms without changes to the base code to meet business needs	Ñ	�
BC	Has a scheduling calendar for multiple employees or crews with drill down and "drag and drop" capabilities for manual work scheduling for a 2-week duration. Driven by service order type.	Ñ	Ñ
BC	Can generate and customize a dashboard showing a calendar of service orders and schedules.	Ñ	Ñ
BC	Field notifications of service order cancellation	Ñ	�
BC	Orders are received in mobile application	Ñ	�
BC	Field service tech is routed to a service address for routine service requests, check reads, inspections, or applicable work	Ñ	�
BC	Ability to address Water Quality Service Orders	Ñ	�
BC	Techs receives service order in Mobile App	Ñ	�
BC	Ability to enter data via mobile devices (not only tablets)	Ñ	Ñ
BC	Ability to alert field dispatch when a previously transmitted service order has been canceled within the information system.	Ñ	Ñ
BC	Handhelds used to confirm transmitter reading matches register reading	Ñ	Ñ
BC	Accounts are updated with notes that can be accessed by specified techs.	Ñ	Ñ
BC	Interface: Visibility of any location notes for meter from previous service orders via Service Suite, field meter interface application, and CIS	Ñ	�
	Photo & Data Management
BC	Ability to access stored photos in field	Ñ	Ñ
BC	Provide robust search functionality to include text fields, photos, attachments, and database elements and also to enable query and filter capabilities to manage search results and save and share common queries	Ñ	Ñ
BC	Configuration for user-defined fields and user customizable menus and screens	Ñ	�
	Uploading & Information Flow (Syncing)
BC	Can be accessed via various devices (tablet, desktop, laptop, smartphone) and operating systems (Android, Apple OS, Windows, etc.)	Ñ	Ñ
BC	Ability to use a mobile solution in connected or disconnected mode	�	Ñ
BC	Ability to routinely backup (at least once daily) and provide version control on database information, if needed by Charlotte Water	�	Ñ
BC	Ability to deploy database replication (mirroring) and disaster recovery technologies/procedures	�	Ñ
BC	Full audit trail and history throughout all modules: date, time, who made the change, etc.	�	�
BC	Ability to automatically pass information between systems	�	�
BC	Ability to access all service orders in dispatch system	Ñ	º
BC	Ability to automatically generate delinquent charges	Ñ	Ñ
BC	Ability to pass move in and move out information from field dispatch to information system following completed field work	Ñ	Ñ
BC	Ability to alert field dispatch when a previously transmitted service order has been canceled within the information why.	Ñ	Ñ
BC	Synching: Service orders closed and Service Suite updated with information	Ñ	Ñ
BC	Orders are updated in CIS or goes to exceptions	Ñ	�
	Service Order Creation (CIS/311 Functions)
BC	When creating a Service Order, there is the option to select a code to identify the type of problem	Ñ	�
BC	The initiator can enter comments about the order that stay with order throughout its life cycle	Ñ	�
BC	The initiator of the Service Order has visibility of the status of the response to the service order and any related orders (internal capability)	Ñ	�
BC	Create a child order from the parent order, carrying information from the parent order such as who initiated, description, date initiated	Ñ	Ñ
BC	Create orders with types, including codes similar to processes they represent	Ñ	�
BC	Create service order in customer billing system and notate account	Ñ	�
BC	311 ETeam has ability for creating initial high bill order	Ñ	Ñ
BC	Delinquent FDFB is created	Ñ	�
BC	Customer pays to reconnect service and FDOB is automatically created	Ñ	�
BC	Field Operations Supervisor ability to create WBLO and works order	Ñ	�
BC	MAJR order is created as needed or updated from Escalations Calendar	Ñ	�
BC	A move in service order (MVIN SO) is created when a customer calls to activate	Ñ	�
BC	Ability to create service order to turn service off or lock meter - FDML SO	Ñ	�
BC	Supervisor ability for creating and assigning WSQA service order	Ñ	�
BC	311 Agent's ability to create WELP, WSLP, and WSHP	Ñ	Ñ
BC	An order is created if a meter cannot be located	Ñ	Ñ

Sheet1

Instructions:
					Functionality Dropdown
Please review each categories functional requirements identified					�
					º
					�
					Ñ
	�	Meets requirement	�	Partially meets requirement
	�	Limited ability to meet requirement	Ñ	Does not meet requirement

File details come from the government source that posted it. Updated Feb 11, 2026.