4773_Appendix_C_Business_Requirements_Final.xlsx
XLSX spreadsheet 34 KB Posted
- Attached to
- Request for Proposals - City of Chandler Utility Services Customer Portal ; PW4-920-4773
- Solicitation number
- BPM006370
- Issued by
- Maricopa County, Chandler City, Arizona
About this file
This is a Business Requirements document for the City of Chandler's Utility Services Customer Portal procurement (PW4-920-4773), outlining 78 required and desired functional capabilities across multiple service categories. The City seeks a comprehensive digital platform enabling utility customers to manage accounts, access billing information, view usage data, and interact with city services through a single branded portal. Key functional areas include customer registration and account management with support for residential, commercial/industrial, and multifamily customer classes; payment processing with integration to third-party providers such as Invoice Cloud; dashboard capabilities providing configurable views of billing, usage, alerts, and account information; solid waste management features including container tracking and bulk pickup scheduling; conservation program support with usage comparisons and leak detection; communications tools supporting multiple languages (English and Spanish mandatory, with optional support for Vietnamese, Chinese/Mandarin, Korean, Persian, French, and Arabic); service order management for move-in/move-out requests and address validation; collections management with delinquent account visibility; and support tools including CSR impersonation and self-help functionality. The portal must integrate seamlessly with the City's CIS Infinity billing system and third-party applications through APIs without requiring custom development, maintain real-time synchronization between portal and utility billing systems, support multiple accounts per customer number, and provide administrative controls for configuration of mandatory fields, transaction type visibility, and branding elements.
The requirements document specifies that the portal must validate customer information against USPS standards for mailing addresses and support email validation with customer confirmation; enforce optional or mandatory enrollment in customer service programs such as paperless billing and autopay; accommodate complex account structures including parent/child relationships for landlord/tenant scenarios and alley-way customer accounts; provide automated notifications for bill reminders, usage alerts, and service interruptions; support donation capabilities to assist residents unable to pay bills; and comply with ADA accessibility standards across multiple browsers and mobile devices. The document emphasizes that customers should be able to perform self-service functions including bill payment, usage viewing, rate review, high bill diagnosis, and conservation goal-setting without requiring customer service representative assistance. The City requires extensive administrative capabilities including the ability to control displayed transaction types, configure mandatory data fields without vendor support, generate letters of credit automatically, manage multi-account payments, and view test/production accounts before system releases. No specific pricing information, set-aside designations, incumbent vendor details, or contract term length are detailed within this requirements document.
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Other files
| File | Type | Posted |
|---|---|---|
| 4773_Addendum_1_FINAL.pdf | ||
| 4773_Appendix_D_Price_Proposal_Final.xlsx | XLSX spreadsheet | |
| 4773_Appendix_A_References_Qualifications_and_Experience_Final.xlsx | XLSX spreadsheet | |
| 4773_RFP_FINAL.pdf | ||
| 4773_Appendix_B_Approach_and_Technical_Specifications_Final.xlsx | XLSX spreadsheet | |
| 4773_Addendum_2_FINAL.pdf |
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Requirements Inventory
| ID | Category | Requirement Description | Priority | Response (select from dropdown) | Detailed Response supporting the response in Column E |
| 1 | General | Customer portal must be capable of meeting utility customers needs as described in these requirements with an option to expand the for other city services as a whole. Describe how your portal can be used for other utility services. | Required | ||
| 2 | General | Ability to provide a tailored customer experience for residential , commercial/industrial and multifamily customers. Describe how the portal experiences are different for these customer classes and if additional cost is required for these capabilities. | Required | ||
| 3 | General | Customer portal shall be branded as required per City requirements. Describe the level of configurability and if the City's admin has control of this configuration. | Required | ||
| 4 | General | Customer portal shall provide administrative access to setup, "turn off" capabilities, change, or update customer facing information. Describe what access the City's admin will have. | Required | ||
| 5 | Account Registration | Allow existing customer transfer registration from closed account to new account. Do not require closed account be deleted prior to registering new account. Restrict registration into portal for parties that are not served by the City of Chandler or register under the same name of a closed account. Describe how this is enforced. | Required | ||
| 6 | Account Registration | Provide simple customer registration process with minimal information. Include registration tutorial and step by step process for customers. Describe the portal's customer registration process. | Required | ||
| 7 | Integration | Ability for customer to make account profile changes (email, phone, name, authorized user, etc) and these changes are updated in hosted utility billing system. | Required | ||
| 8 | Integration | Ability to integrate with CIS Infinity for customer account and meter information, billing, and AMI usage presentment through APIs with no custom development. Describe the recommended approach for integration with CIS Infinity. | Required | ||
| 9 | Integration | Ability to integrate with a third party payment applications and services such as Invoice Cloud for bill pay, payment history, etc using APIs with no custom development. | Required | ||
| 10 | Dashboard | Provide a dashboard to provide a customer configurable one page view of everything that is important about their account - Bill pay, bill history, usage, alerts/notifications, account info, important communications, etc | Required | ||
| 11 | Dashboard | Ability to see graphs and charts, year over year comparisons, month over month comparisons (eg usage in Jul 2022 vs Jul 2023). Customer shall also be able to dive into any chart to see more detail (eg. Dashboard presents monthly consumption. Customer wants to dive into the chart and see the monthly or hourly consumption). | Required | ||
| 12 | General Account Management | Ability to create or present a click through agreement to customers. Example: Require customer to sign an agreement that they will get delinquent information via this contact information. Also, that their information can be shared for City purposes. | Required | ||
| 13 | General Account Management | Ability to remind customers to update their account information such as contact info (phone, mobil and email). The City desires to have account information updated or verified every two years. | Required | ||
| 14 | General Account Management | Display on the account of services provided, rates, fee amounts, etc. | Required | ||
| 15 | General Account Management | Primary account owner can add authorized users with multiple levels of access to the account (example: Solid Waste access only, view financials, financially liable, ok to make changes) | Required | ||
| 16 | General Account Management | Customer portal supports set up Parent/Child accounts for Landlord/Tenant/Townhome purposes (Multifamily) | Required | ||
| 17 | General Account Management | Ability to enforce customer entry in City selected mandatory fields. (eg. enforce customer to answer paperless & autopay - yes/no, contact type: cell, home, or "Don't have cell" for text msg). Describe how your portal allows for tailoring / configuring customer entry forms with a City administrative role and not requiring the vendor's support. | Required | ||
| 18 | General Account Management | Ability to migrate existing paperless customers and autopay customers from old portal to the new portal and not require a re-enrollment. Describe the recommended approach to transition existing users of the City's online experience to the new portal. | Desired | ||
| 19 | General Account Management | Ability to integrate with online payment processor. Provide ability for customer to set up auto pay at any time and provide easy customer access to check autopay status. Provide an easy process to update payment option (e.g. Credit card info, etc.) so no payment is missed. Also have auto pay tutorial (step by step) to help customers with this process. Describe how the customer will be notified if their credit card has expired. | Required | ||
| 20 | General Account Management | Ability to setup and configure enrollments into any type of customer service program such as paperless billing or autopay. | Required | ||
| 21 | General Account Management | Ability to configure online forms so customers completes mandatory data fields as needed (mailing address, other address & type, phone & type, contact & type, others) and seamlessly integrates with CIS Infinity to update the system of record. | Required | ||
| 22 | General Account Management | Portal shall validate mailing address with the USPS address standards. Describe how the portal validates mailing addresses to avoid returned mail. | Required | ||
| 23 | General Account Management | Portal shall provide account owner the ability to update account information at any time (phone numbers, mailing, authorized user) & allow City to designate what contact details are mandatory. | Required | ||
| 24 | General Account Management | Portal shall validate email address and flag for the customer to double check. Describe how this email validation is done. | Required | ||
| 25 | General Account Management | Portal shall provide tools for customer to self diagnose reason for a high bill. Describe how your portal meets this requirement. | Required | ||
| 26 | General Account Management | Portal shall have the ability for customer to enroll in bill notifications - bill due reminders, bill threshold alerts, estimated bill at the end of cycle alert. Describe the bill notification options available to customers. Also describe if notifications can be set as opt out versus opt in. | Required | ||
| 27 | General Account Management | Customer number in the City's CIS can have one or more account numbers. The Portal shall support multiple accounts tied to one customer number. Describe the registration process for multiple accounts with one customer number. Also describe the portal experience when customers have multiple accounts. | Required | ||
| General Account Management | Portal shall have the ability to update the utility billing system with any changes to account information made by account holders in the portal. The utility billing system is the system of record for all account information. | Required | |||
| 28 | Solid Waste Account Management | Solid Waste - Display assigned containers, size and serial number, trash & recycle pick up days | Required | ||
| 29 | Solid Waste Account Management | Ability to schedule customer requested items for examples: Ability to schedule bulk pickup on specified days. | Required | ||
| 30 | Solid Waste Account Management | Ability to request and schedule a container repair(s). | Required | ||
| 31 | Solid Waste Account Management | Portal accomodates alley way customers accounts (identified with an Alley container) | Required | ||
| 32 | Payments/ Transactions | Ability to pay multiple accounts with one payment (mulitple meters) | Required | ||
| 33 | Payments/ Transactions | Ability to pay multiple Chandler fees with one payment (eg Airport hanger, utility bill, business registration) | Optional | ||
| 34 | Payments/ Transactions | Provide customers the ability to name Co-Customers and ability for either customer to pay | Required | ||
| 35 | Payments/ Transactions | Real time transaction updates from what is entered into CIS (portal and CIS should sync automatically) | Required | ||
| 36 | Payments/ Transactions | View transaction history - fees, payments (regardless where paid such as in person or bank bill pay), adjustments, credits, etc., including all information available from the utility billing system. | Required | ||
| 37 | Payments/ Transactions | Ability to view historical payments and bill history data and is easily accessible to customers, including all information available from the utility billing system. | Required | ||
| 38 | Payments/ Transactions | Prominently display any credits or balance transfer on account. Describe where this is located. | Required | ||
| 39 | Payments/ Transactions | Ability for the City's admin to control which transaction types to be displayed (reversals, AR reconciliations, etc.) | Required | ||
| 40 | Payments/ Transactions | Ability for customers to request refunds if a credit balance is available and have the ability to inform the customer of the number of processing days for the refund. | Required | ||
| 41 | Payments/ Transactions | Ability to integrate with third party bill print provider. Based on any limitations of the 3rd party bill print provider, ability for customer to print or download current and past bills. Describe how many historical bills will be available. | Required | ||
| 42 | Payments/ Transactions | Ability for customer to print or download year to date summary report of charges/charge types (export to Word Excel PDF) | Required | ||
| 43 | Collections | Ability to display collections status if desired (disconnected, cash only, delinquent balance due, etc.) | Required | ||
| 44 | Collections | Ability to auto-generate letter of credit. Describe how this is setup and what is required to set this up. | Required | ||
| 45 | Collections | Customers in delinquent status shall be prominently seen on the Dashboard and guide the customer to make a payment. Payment confirmation should also displayed when sent to the account owner. | Required | ||
| 46 | Communications and Education | Ability for customers to set communication preferences - one or more texts, emails, or both. Describe the communication preferences and language options. | Required | ||
| 47 | Communications and Education | Ability for customer to select the language of their choice. Mandatory is English and Spanish. Other languages such as Vietnamese, Chinese/ Mandarin, Korean, Persian, French, Arabic are optional. Describe how the portal supports multiple languages depending on the customer's preferences. Is the support for multiple languages an additional fee? | Required | ||
| 48 | Communications and Education | Ability to draw customers into portal through personalized outbound communications and also personalized insights when logged into the portal. Describe how the personalization is done. | Required | ||
| 49 | Communications and Education | Ability to send out mass notification (via email and/or text) for Water Main Breaks or unplanned service interruptions (option to dismiss after read). These communications should also be seen prominently on the customers dashboard. Describe how the portal meets this requirement. | Required | ||
| 50 | Communications and Education | Ability to send account specific notices and alerts display on customer's dashboard and have the option to dismiss after read. Describe how the portal meets this requirement. | Required | ||
| 51 | Communications and Education | System notifications about the site is down shall redirect to a maintenance page informing customers about the site down issue. Describe the customer's experience if this would occur. | Required | ||
| 52 | Communications and Education | Portal shall provide the customer the ability to export their usage or bill data from the portal. Describe export capabilities the customer will have. | Required | ||
| 53 | Communications and Education | Ability to provide a link to to the City's "Usage Calculator" which is a tool that can be used by the customer to estimate their bill if they fill their pool. | Required | ||
| 54 | Conservation | Ability to encourage water conservation by presenting customers comparisons of usage behaviors to other customers in the same class. (Single family homes, multi family homes, commercial, etc.) Describe how the portal supports this requirement. | Required | ||
| 55 | Conservation | Ability to show customer water consumption forecast or projection for future periods | Required | ||
| 56 | Conservation | Ability to configure campaigns and enrollments for conservation program offerings (eg rebate offerings, incentives, water audits, etc) and provides access to available rebate forms (links). Describe the workflow of a customer enrollment request to completion. | Required | ||
| 57 | Conservation | Ability for customer to control the view of their water usage graph eg. Hourly, daily, weekly or monthly from AMI Data. The graphs shall have the ability to toggle on or off the temperature profile over the displayed period. Data shown in any graph shall be exportable or downloadable. | Required | ||
| 58 | Conservation | Ability to provide proactive possible customer leak notifications or abnormal / high usage notifications. Describe how this works, what data is needed. Also describe how the portal can be used by the City to proactively call customers who do not have an online account about a possible leak. | Required | ||
| 59 | Conservation | Ability to enforce an opt out leak notification program instead of an opt in program. | Required | ||
| 60 | Conservation | Ability to market/promote programs, offerings and other educational items to encourage targeted (segmented) customers to participate. Describe the capability of the portal to target a class or type of customer with any program. | Required | ||
| 61 | Conservation | Ability to push out relevant conservation opportunities based on data about the customer such as seasonal watering tips and general conservation and program messaging (including links to water conservation website) | Required | ||
| 62 | Conservation | Ability for customers to set a conservation goal and see an estimated savings on their bill if they achieve this goal. | Optional | ||
| 63 | Conservation | Ability to gamify water conservation programs to encourage neighborhoods, HOA etc to conserve water. | Optional | ||
| 64 | Donations | Ability to integrate with utility billing system and payment processor to take donations to support residents who cannot pay their bills. | Required | ||
| 65 | Donations | Ability to to integrate with utility billing system and payment processor to donate to multiple non profits and multiple types (round up, $1, $2, $5, any amount) (How will this work with Invoice Cloud who offers donations) | Required | ||
| 66 | Donations | Ability for customers to view donation amounts & run their own annual donation report | Required | ||
| 67 | Service order management | Ability to configure forms to initiate a workflow for customers to initiate move in/move out/transfer or any customer requested actions online. | Required | ||
| 68 | Service order management | At the initiation of a service order, the Portal shall validate location address entry and provide feedback to the customer about an address problem before service order is submitted. | Required | ||
| 69 | Service order management | Create move in for a hydrant meter - Allow invalid addresses to be set up (override hydrant meters) | Desired | ||
| 70 | Service order management | Portal shall have Move out customers verify the email address, contact number, and new forwarding address to send final bill or any refunds. | Required | ||
| 71 | Service order management | On the dashboard, the portal shall display the service order status based on Infinity Mobile WOMS Statuses (eg Service Order 'en route', 'on site', 'cancelled'). | Required | ||
| 72 | Service order management | Text to customer about a service order status - Submitted, Scheduled, Complete, On hold. Describe how this functionality works in the portal and what integrations are required to enable this capability. | Desired | ||
| 74 | Service order management | Service order status should sync automatically when updated | Required | ||
| 75 | Support Tools | CSR Impersonator to see what customer is doing on their account while on the phone (similar to screen sharing) | Required | ||
| 76 | Support Tools | Provide a CSR portal/module to support CSRs with responding to Customer questions and inquiries about their account or usage. Describe the capabilitites of this module. | Required | ||
| 77 | Support Tools | Ability to provide a chat and call features to support customer with questions | Required | ||
| 78 | Support Tools | Provide an interactive self help tool for customers navigating the portal | Required |
&"Arial,Bold"&12CIty of Chandler Technical Requirements
Sheet1
| Customer Journeys | |
| Customers should be able to manage their online utility account without needing assistance from a CSR | |
| Customers shall be able to perform basic self serve capabilities - bill pay, view bill, view usage, view rates | |
| Customers shall be able to initiate service requests - new account, new service, move in/move out, service problem | |
| Customers shall be able to receive notifications about their bill, about their usage and about their service | |
| Customers shall be able learn about ways to save on their water bill and self diagnose high bills | |
| Customers shall be able to receive conservation program opportunities to participate in | |
| Meets | |
| Does Not Meet | |
| Partially Meets |
Billing Online Customer Portal Requirements
| Registration | Registration with ease (customer # and account #) |
| Conversion of customer # and account # | |
| Assistance with marketing/transitioning customers to new online portal | |
| Restrict 'no bill' accounts from registering (City only, etc.) | |
| Ensure wrong address registration accounts do not display (closed-error accounts not accessable) | |
| Initial registration to force customer to answer paperless & autopay (yes/no) | |
| Initial registration to force customer to answer phone type 'Same as cell' or 'Don't have cell' (Impt. for text) | |
| Existing paperless customers in V3 should convert to paperless | |
| Existing autopay customers in V3 should convert to autopay | |
| Set up auto pay at any time and easy customer access to check autopay status (may get updated by IC if CC exp.) | |
| Set up paperless at any time | |
| Set up autopay at any time | |
| Move In/Out | Ability for customers to enter move in/move out/transfer actions online |
| Validate location address entry | |
| Create move in for a hydrant meter - Allow invalid addresses to be set up (override hydrant meters) | |
| Move out customers need to verify the email address to send final info (and forwarding address) | |
| Move out customers MUST provide new mailing address (final billings and any refunds) | |
| Payments/Transactions | General bill paying options with ease |
| Ability to pay multiple account with one payment (mulitple meters) | |
| Ability to pay multiple Chandler fees with one payment (Airport hanger, utility bill, business registration) | |
| Co-Customer functionality and ability for either customer to pay | |
| Real time transaction updates from what is entered into CIS (portal and CIS should sync automatically) | |
| View transaction history - fees, payments (regardless where paid such as in person or bank bill pay), adjustments, credits, etc. | |
| Historical data easily accessable to customers (payments, bills, usage, ____, ____) | |
| Credit or balance transfer display on account | |
| City control over which transaction types to be displayed (reversals, AR reconciliations, etc.) | |
| Refunds be requested for credit balance? | |
| Ability for customer to print or download past bills | |
| Ability for customer to print or download year to date summary report of charges/charge types (export to Word Excel PDF) | |
| Donations | Ability to take donations |
| Ability to donate to multiple non profits and multiple types (round up, $1, $2, $5, any amount) (How will this work with Invoice Cloud who offers donations) | |
| Ability for customers to view donation amounts & run their own annual donation report | |
| Account Info | Ability to set up mandatory data fields as needed (mailing address, other address & type, phone & type, contact & type, others) |
| Contacts | Add authorized users with multiple levels of access to the account (Solid Waste access only, view financials, financially liable, ok to make changes) |
| Contacts | Set up Parent/Child accounts for Landlord/Tenant/Townhome purposes |
| Data | Validate mailing address |
| Data | Update account information at any time (phone numbers, mailing, authorized user) & allow City to designate which ones |
| Data | Validate email address and flag for the customer to double check |
| Account View | Display on the account of services provided, rates, fee amounts, etc. |
| Account View | Display assigned containers, size and serial number |
| Account View | Ability to see graphs and charts, year over year comparisons, month over month comparisons |
| Account View | Customer portal view customizable |
| Collections | Enter a request for a payment arrangement and allow staff response for approval/denial, display due date, amt. & easy instructions |
| Collections | Ability to display collections status if desired (disconnected, cash only, delinquent balance due, etc.) |
| Collections | Auto-generate letter of credit |
| Collections | Customers in delinquent status can make a payment then receive a confirmation it was received & your water will be reconnected |
| Misc. | CSR Impersonator to see what customer is doing on their account while on the phone |
| Misc. | Multiple browsers, multiple mobile devices (list what does not work with) |
| Misc. | Customer set preferred language |
| Misc. | ADA Compliant |
| Misc. | Phone call or chat with rep option |
| Misc. | Resolve conflicts seemlessly between what is available in CIS and what can be viewed on the portal occur |
| Misc. | Real time data changes between CIS and the Portal |
| Misc. | Test upgrades or updates/any information being displayed to the customer will be reviewed by the City first |
| Misc. | City test/production accounts available to review after releases (No GL Account) |
| Misc. | Help function - like WalkMe |
File details come from the government source that posted it. Updated .