RFI - City of Seattle Utilities Customer Service System

The City of Seattle is issuing a Request for Information on modern, secure customer portal solutions for Seattle City Light and Seattle Public Utilities, with responses due November 6, 2026 through the Procurement Portal at https://procurement.opengov.com/portal/seattle. This is exploratory only — no contract will be awarded as a result, and responses will inform a potential future RFP covering both utilities' customer portal needs.

The RFI solicits vendor information on product capabilities, service offerings, integration approaches, and implementation methodologies across six customer experience user stories and eight technical user stories. Required capabilities include secure account management, payment processing, multilingual support in English, Spanish, Vietnamese, Cantonese, Mandarin, Somali, Filipino, and Korean, real-time system integration with Oracle Utilities solutions, ADA compliance, role-based access controls, and analytics dashboards. Vendors must also address typical implementation costs, timelines, resource requirements, and organizational change management approaches, as well as any differentiating capabilities.

The RFI is issued by the City of Seattle's Information Technology Department in partnership with Seattle City Light and Seattle Public Utilities. No specific budget, contract value, or funding sources are disclosed. Questions are due October 23, 2026. No interviews are currently scheduled. The City will not reimburse vendor response costs, and all submitted materials are subject to Washington State's Public Records Act, with narrow exemptions for proprietary information.