RFP - Water Billing and Customer Service Support

Menlo Park is seeking a single vendor (or a partnered team) to provide a fully outsourced water‑billing and customer‑service solution for its municipal water utility. The scope covers implementation of a new CIS platform, migration of ~4,500 accounts and five years of usage data, integration with existing AMI (Sensus FlexNet) and financial systems (OpenGov), ongoing billing, payment processing, collections, bilingual call‑center support, a self‑service web/mobile portal, reporting, and training. The contract runs for three years with two optional one‑year extensions, and the vendor must meet extensive security, data‑privacy, and performance‑reporting requirements. • Implement and cut‑over a comprehensive CIS (billing, payment, reporting) within a six‑month transition period. • Provide full‑service customer support (English/Spanish) including call‑center, portal, and field‑order integration. • Maintain PCI‑DSS, SOC 2, CCPA/California privacy compliance; store ≥ 1 TB U.S. data, retain records ≥ 2 years, and deliver data extracts at contract end. • Deliver monthly performance and financial reports, conduct quarterly audits, and support optional annual extensions. • Supply training for City staff, manage data conversion, and ensure seamless integration with Sensus AMI, OpenGov, and other City systems.