Cloud-Based Self Service Customer Portal

The City is seeking a cloud-based customer self-service platform designed to enhance communication, improve operational efficiency, and increase customer satisfaction. The system must include automated leak detection capabilities to quickly identify and respond to water loss. It must provide both City staff and customers with personalized monitoring tools, enabling detailed tracking of water usage through comprehensive reports. The platform must offer easy access to account management and customer support services to reduce water waste, lower operational costs, and empower users with transparent, real-time data. The system must be available twenty-four hours a day, seven days a week, and must meet approved cloud security requirements. The provider must assign a designated management contact to assist the City with all updates, software releases, problems with new releases, and training on all new release options. The scope of work requires a current mobile application available in the App Store, as well as a progressive web mobile application supporting all portal functionalities. The system must feature a responsive design allowing full use on mobile devices without requiring the application. The platform must provide user support services for phone number and email scrubbing and validation services. The system must enable the utility to change which preferences to capture and associated data without changing any internal coding. Utility staff must have the capability to define which preferences will be captured, including primary email addresses, phone numbers, communication preferences by channel, and business function-specific preferences. The requested solution must include a dashboard, customer management, analytics, irrigation reporting, water consumption reports, irregular consumption detection, and customer engagement. Eligible bidders must be onshore organizations based in the United States of America. Performance of the work will take place offsite. The agency is looking for proposals to determine the budget, and the source document does not specify key dates.