Utility Payment Ecosystem, Notification, Customer Communication, and Enterprise Integration Services

The City of Santa Fe is requesting proposals for a utility payment ecosystem, notification, customer communication, and enterprise integration services platform under RFP FY27-TRFP-011, with proposals due November 2, 2026 at 3:00 p.m. A pre-proposal meeting is scheduled for October 9, 2026, and written questions are due October 15, 2026. A 6-point local preference applies to the evaluation.

The scope encompasses all labor, software, hosting, implementation, integration, configuration, testing, training, documentation, and ongoing operational support to deliver a fully integrated utility payment ecosystem. The solution must support multiple customer payment channels (web, interactive voice response, mobile, point-of-sale, and agent-assisted) and integrate with existing systems: Tyler Munis (cashiering and general ledger), Advanced Utility Systems/Advanced Billing, Wells Fargo banking and treasury operations, cloud-based contact centers (Genesys Cloud, Zoom Contact Center, Five9), and OpenGov. The City anticipates approximately 49,020 utility customers, 480,000 annual payment transactions, and $88.4 million in annual payment volume. The solution must be scalable for future expansion across other City departments requiring payment processing or transaction management.

The contract term is ten years. Cost evaluation covers one-time implementation and professional services, system configuration, integration and interface development, API costs, data conversion and migration, testing support, training, documentation, hardware, software licensing, gateway and merchant account fees, transaction and interchange fees, processor markups, payment channel-specific fees, tokenization and vault services, PCI compliance services, fraud prevention, reporting and analytics, hosting and cloud services, disaster recovery, support and maintenance, and upgrades.

Evaluation criteria are functional and technical solution capabilities (53 points), integration and enterprise compatibility (32 points), implementation approach (21 points), vendor qualifications and experience (21 points), security and PCI compliance (21 points), operational support and performance (32 points), cost (32 points), and interview and demonstration quality (32 points). Offerors must provide at least three business references from similar projects completed within the last three years and submit independently audited financial statements. Offerors must complete a comprehensive vendor questionnaire addressing AI-related requirements including data privacy, model integrity and security, transparency and explainability, human oversight and control, and access and integration.