Customer Self-Service Platform Solution

Central Arkansas Water (CAW) is issuing an RFI to collect information from qualified vendors about Customer Self‑Service (CSS) platforms that can enhance utility‑customer interactions, online payments, service requests, notifications, and overall digital engagement. The agency seeks solutions that are mobile‑friendly, ADA/WCAG compliant, securely integrated with existing systems (Cayenta CIS, Paymentus, AMI, Microsoft 365/Entra ID), and capable of supporting both authenticated and anonymous user flows. Vendors are asked to detail platform functionality, deployment models, integration experience, accessibility, security certifications, implementation approach, staffing, support, reporting, and cost structure. Responses are due electronically by October 1, 2026. • Targeted solution: utility‑focused customer portal with billing, account management, and service request capabilities. • Required integrations: Cayenta CIS, Paymentus, AMI, Microsoft 365/Entra ID. • Compliance needs: ADA, WCAG 2.1 AA, SOC 2/ISO 27001/PCI DSS. • Desired deployment: cloud, on‑premises, or hybrid, with robust API set. • Evaluation focus: experience with water/wastewater utilities, security, accessibility, and cost model.