RFP Customer Information System (CIS) Software

The City of Fort Worth is conducting a Request for Proposal (RFP #25-0128) for a comprehensive Customer Information System (CIS) Software solution to be utilized by the Fort Worth Water Department (FWWD). The procurement seeks a turn-key system that encompasses Customer Information and Utility Billing, Customer Relationship Management (CRM), and Mobile Workforce Management (MWFM) capabilities to serve approximately 297,000 active customers across water, wastewater, garbage, and other municipal services. Vendors must provide a Software as a Service (SaaS) solution with U.S.-based data centers and support teams, preferably with three prior SaaS implementations in U.S. water/wastewater utilities serving over 250,000 accounts within the last five years. The RFP requires minimal customization and emphasizes alignment with leading practices, with key objectives including transforming customer care and billing systems, enhancing organizational efficiency, and improving overall utility functions. Proposals are due by August 28, 2025, with an initial evaluation process that will select the top three vendors to present demonstrations in October and November. The contract term is structured for ten years, consisting of an initial year with nine potential one-year renewals.

The RFP does not explicitly outline specific set-aside designations or restrictions for disadvantaged enterprises, though the City of Fort Worth typically has Business Equity Division requirements for procurement. The existing infrastructure includes multiple current systems that will require integration, such as MuleSoft Enterprise Service Bus, PeopleSoft financial systems, ESRI GIS, Maximo asset management, and various payment processing platforms. While a specific budget was not disclosed, the comprehensive pricing model suggests a significant investment, with the ten-year pricing exhibit providing templates for SaaS hosting, managed services, and potential third-party software licenses across multiple environments including production, development, test, and training platforms. The procurement will proceed in two phases, with the current RFP focused on selecting the CIS software, followed by a subsequent RFP to identify a system integrator for implementation. Vendors are expected to provide comprehensive pricing for software licensing, managed services, and potential future implementation costs, with the city emphasizing a solution that can be configured by business users without vendor intervention.