RFI - City of Seattle Utilities Customer Service System

The City of Seattle (Seattle City Light and Seattle Public Utilities) is issuing an RFI to gather information from qualified vendors about modern, secure, and customer‑centric utility customer‑service portal solutions. The goal is to understand available technologies, architectures, implementation approaches, and capabilities to shape a future competitive solicitation for a unified customer portal that supports residential, commercial, and agency users, integrates with existing Oracle Utilities systems, meets security, privacy, ADA, and PCI standards, and provides robust analytics, content management, and self‑service features. Vendors must respond to user‑story‑based questions covering customer experience, technical standards, and operational support, and provide cost, timeline, and change‑management approaches. • Targeted utilities: Seattle City Light (electric) and Seattle Public Utilities (water, wastewater, solid waste). • Desired capabilities: secure login, account management, bill viewing/payments, program enrollment, multilingual support, mobile‑first design, analytics, integration with Oracle utilities stack, SSO, ADA compliance, role‑based access, content publishing, notification (email/SMS), AI/chatbot, and robust admin tools. • Technical requirements: PCI‑DSS, SOC‑1/2 reporting, compliance with City identity (Oracle IDCS), TCPA, and data‑governance standards. • Implementation expectations: vendors to outline typical costs (licensing, implementation, integration, training, support), timeline, resource needs, and change‑management methodology. • Submission: electronic via Seattle’s OpenGov procurement portal by 12:00 am Nov 6 2026; questions due by Oct 23 2026.