RFI for Utilities Customer Service System

The City of Seattle issued a Request for Information to learn about utility customer service products, capabilities, and typical costs to inform a potential competitive solicitation for Seattle City Light and Seattle Public Utilities. The City seeks industry solutions for a digital self-service utilities customer service system that can support mobile-first access, holistic account management, case management, program enrollment, diagnostic tools, and real-time and batch data exchanges. Key features include chat bot functionality, automated start or stop utility service requests, property and account search capabilities, analytics, multi-criteria filtering, and news publishing capabilities while maintaining strict compliance with ADA, TCPA, and security standards. Participation is open to onshore USA organizations. Responses must be submitted electronically through the City's OpenGov procurement portal by November 6, 2026, at 12:00 AM. Vendors must submit all questions through the portal by October 23, 2026, at 12:00 AM. Submittals must address organizational qualifications, customer experience user stories, technical user stories, implementation and support approaches, and cost estimates including licensing, subscription, and integration variables.