Customer Billing, Payment and Engagement Solution

Hillsborough County Water Resources Department is seeking proposals for a comprehensive Customer Billing, Payment and Engagement Solution through RFP-26-00025. The procurement aims to secure an advanced electronic payment receipt system capable of processing customer payments through multiple channels, including online credit card payments, e-Checks, mobile platforms, digital wallets, and retail payment solutions. The solution must include bill print and mail services, a customer self-service portal, mobile app, interactive voice response (IVR) system, live chat, chatbot, and communication management features. Proposals are due by December 8, 2025, at 2:00 P.M. Eastern Time through the County's electronic bidding system. Evaluation criteria will include system quality, technical capabilities, quality-to-cost ratio, proposer approach, and overall experience, with the County currently serving approximately 230,000 devices and 715,883 potable water customers. The proposed system must integrate with the County's existing Customer Information System (CIS) software and demonstrate robust security measures aligned with national standards like NIST SP 800-53 and CJIS compliance.

The County has implemented a Small Business Enterprise (SBE) encouragement program, offering bonus points for proposers utilizing registered SBE subcontractors, with potential for 5% additional evaluation points for firms demonstrating at least 10% SBE involvement. Vendors must comply with extensive security requirements, including data storage within the continental United States, integration with the County's Identity Management system, and encryption of sensitive data. Insurance requirements are comprehensive, mandating coverage types including Commercial General Liability, Automobile Liability, Workers' Compensation, Professional Liability, and Cyber Liability, with specific coverage limits and additional insured status for Hillsborough County. The contract is estimated at $22,000,000 for a five-year term, with services expected to be available by approximately October 2026. Vendors must also complete various compliance forms, including a Drug-Free Workplace certification and an Affidavit of Compliance confirming they are not doing business with designated Foreign Countries of Concern.