26-275 Utilities Billing Customer Information System

The City of Augusta, Georgia is requesting proposals for a utilities billing software and Customer Information System under RFP 26-275, with proposals due August 26, 2026 at 11:00 a.m. and an optional pre-proposal conference on August 8, 2026 via Microsoft Teams. M/WBE utilization plans are required if the project exceeds $300,000.

The scope is a cloud-based SaaS Customer Information System to manage approximately 75,000 customer accounts for water, sewer, and stormwater services. The system must integrate customer account management, billing and collections, meter reading systems, asset and work order management, and customer payment portals. Integration is required with Itron's Temetra AMI platform, Cityworks work management system, Esri ArcGIS, and existing payment processing systems. The system must support browser-based operation, TLS 1.2 or 1.3 encryption, multi-user concurrent access with record locking, audit trails, and role-based security with configurable access controls. All data centers and stored data must be located within the contiguous United States. SOC 2 Type II, ISO 27001, and PCI-DSS compliance apply as applicable. Data conversion will cover approximately five years of reading, billing, payment, and comment data from the current Systems & Software enQuesta version 6 system. The vendor assumes primary responsibility for leading implementation in partnership with an Augusta-appointed project manager, including data conversion, training, and support.

The cost proposal must address two phases: a Migration Project phase (estimated 12–18 months) covering discovery, data migration, validation, testing, and transition costs, and a Sustained Operations phase with annual costs for five years post-migration. Annual CIS maintenance costs may not exceed 50% of the CIS license fee, and annual maintenance increases may not exceed 2% per year. No maintenance costs are due during the first year; billable maintenance begins on go-live anniversary.

Proposers must provide at least two references from utilities of similar size (approximately 11,250 accounts) and one reference demonstrating successful Temetra integration. Audited financial statements or Dun & Bradstreet reports specific to the proposing entity are required. The technical proposal may not exceed 50 pages. Questions are due August 12, 2026 at 5:00 p.m. Implementation is expected to begin within 60 days of the mayor's signature and span 18–21 months.