RFI 25NS0170 - CAB Integrated Telephony

The California Public Utilities Commission (CPUC) is conducting a Request for Information (RFI 25NS0170) to solicit potential solutions for a comprehensive CAB Integrated Telephony (CIT) system that will efficiently integrate telephony and customer relationship management (CRM) software. The procurement seeks a complete call center solution capable of consolidating complaint intake, case management, and customer service delivery across the Consumer Affairs Branch (CAB). The proposed system must meet 182 functional and non-functional requirements spanning call center operations, case management, consumer and utility portals, reporting tools, and external system integrations. Key deliverables include an implementation strategy with multiple system environments (Development, Testing, Training, Staging, and Production), support for multiple user roles, real-time language translation, and integration with existing platforms like ArcGIS and UCS. Vendors must demonstrate capabilities in automated case categorization, configurable workflows, and compliance with California accessibility standards and Section 508 ADA requirements. The RFI timeline includes written questions due by November 3, 2025, at 12:00 PM PST, CPUC responses to questions by November 7, 2025, and final RFI responses due December 19, 2025, at 12:00 PM PST. Respondents are invited to submit multiple solutions and may be requested to provide product demonstrations.

The RFI documents do not specify explicit set-aside designations or restrictions on responding organizations. The current operational environment includes an obsolete Oracle-based Consumer Information Management System (CIMS) deployed in 2009 with vendor support ending in 2017, a dated phone system, and an existing Utility Portal serving approximately 4,500 utilities. Between August 2021 and August 2024, CAB received 93,496 calls, with only 75% entered into CIMS, indicating significant data integrity challenges. The system must integrate with Microsoft Azure Active Directory Federation Services for single sign-on and include comprehensive security protocols such as FIPS 140-3 encryption standards, multi-factor authentication, and end-to-end encryption. While specific budget ranges are not explicitly stated in the RFI documents, the Solution Cost Estimate template suggests vendors will need to provide detailed pricing across implementation phases, including initial configuration labor, software licenses, training, and annual maintenance costs. The data migration component alone involves approximately 5 terabytes of data from Oracle and NICE CXOne platforms, encompassing 700,000 records across 149 tables with 17 years of historical data.