Customer Information Systems (CIS) Software and Services

The Sewerage and Water Board of New Orleans is seeking a fully integrated, vendor-hosted/cloud solution for a Customer Information System (CIS) software and services. The CIS system will replace the current Cogsdale CSM system and will be responsible for creating and maintaining customer profiles, linking accounts to location addresses and meters, handling account transfers, closures, and updates, and integrating with SmartMeter to receive monthly meter reads. The selected proposer will provide software, hardware specifications, implementation and project management, and other technology services. Key features of the CIS system include: • Creation and maintenance of customer profiles • Linking of accounts to location addresses and meters • Handling account transfers, closures, and updates • Integration with SmartMeter to receive monthly meter reads • Validation and estimation of readings, where necessary • Calculation of charges based on usage, rate structure, and service type • Generation of customer bills and customer notices • Tracking overdue accounts and managing customer payment plans • Managing delinquency cycles with appropriate customer notifications/letters, including managing multiple notices per customer/account • Issuing reminders, late fees, and disconnection notices • Integrations with Financial System, Enterprise Asset Management System, Promise Pay, and Customer Portal • Identification, management, or flag of "key" accounts (large commercial, specially identified accounts that require priority attention) and ability to track comments by key account managers • Data analytics The contract period is five years, and the proposal prices shall be firm and shall not be amended after the date and time of the proposal opening.