Meter Reading, Billing, Collections and Customer Service

The agency is seeking a vendor to provide full turnkey, comprehensive utility billing operations services for its eight thousand four hundred active water accounts. This project aims to solve the operational challenges of managing meter reading, billing, collections, customer service, Automated Metering Infrastructure operations, and field services. The selected provider must supply all associated staffing, management, technology, and operational support necessary to fully operate these utility functions. The scope of work covers retrieving meter data from the agency's fully deployed Automated Metering Infrastructure system, performing validation, estimation, and editing, and resolving system alerts such as leaks, tampers, reverse flows, and high reads. The chosen vendor must generate accurate monthly utility bills for water, sewer, and special assessments using the agency's approved rates, fees, adjustments, and service orders. Additionally, the project requires managing payment processing, coordinating service disconnections and reconnections, operating a customer service center with multilingual support in Spanish and Creole, and managing an agency-approved customer service portal. Bidders must be onshore organizations based in the United States to be eligible for this opportunity. The performance of the requested work will take place offsite. The agency is looking for proposals to determine the budget, and the contract period will run for one year. The agency has scheduled a non-mandatory pre-bid conference for July 15, 2026. Bidders must submit all questions regarding this opportunity no later than July 23, 2026.