Utility Billing Payment Software

The City of Austin is seeking a vendor to provide a utility billing payment software solution. The agency needs to replace its existing payment system entirely with a supplier's full online payment system. This project aims to solve the need for a modern interface, real-time processing, and comprehensive self-service payment features that enhance efficiency and customer experience. The scope of work requires a system optimized for all devices, including smartphones, tablets, desktops, and laptops, delivering responsive layouts and fast performance. Customers must be able to locate payment options, account details, and self-service features with minimal or no guidance from city staff, and create accounts at no cost. The system must be deployed in a datacenter-class environment with redundant infrastructure to minimize downtime. The requested solution must support multiple payment channels, including credit or debit cards, credit or debit gift cards, ACH bank transfer, Pay-by-Text, and Pay-by-Phone options. It must also support digital wallets like Apple Pay and Google Pay, and provide seamless integration with major financial institutions' bill pay services. General website functionality must include automated account recovery, such as password resets and account unlocking via verified email or SMS. The agency requires full transparency, control, and governance over any artificial intelligence, machine learning automated decisioning, or automated data-processing features included in the proposed software-as-a-service solution. Eligible bidders must be onshore USA organizations. The performance of the work will be conducted offsite, and bidders must submit their proposals digitally via email or online. The agency is looking for budget proposals to determine the cost of the project. The resulting contract period will be for three years. Bidders must submit all questions regarding this opportunity no later than June 15, 2026.