Arkansas Ionwave #26-19

Central Arkansas Water seeks information on Customer Self-Service Platform Solutions for utility customer engagement.

Central Arkansas Water (CAW), a municipal utility agency in Little Rock, Arkansas, is seeking information from qualified vendors regarding Customer Self-Service (CSS) platform solutions for utility customer engagement. - Government Buyer: - Central Arkansas Water (CAW), Little Rock, Arkansas - OEMs and Vendors: - No specific OEMs named; vendors with relevant CSS platform solutions are encouraged to respond - Products/Services Requested: - Customer Self-Service Platform Solution - Features: account management, online payments, service requests, notifications, digital customer interactions - Integration requirements: must support Cayenta CIS, Paymentus, AMI, Microsoft 365, and Microsoft Entra ID - Accessibility: must comply with ADA and WCAG standards - Security: must provide robust security, compliance, reporting, and analytics; certifications such as SOC 2, ISO 27001, PCI DSS are requested - Support for customers without email addresses - Mobile-friendly, intuitive interface - Reporting and analytics capabilities - High-level cost estimates requested - Unique/Notable Requirements: - Integration with CAW's existing technology stack - Accessibility for all customers, including those without email addresses - Security certifications and compliance - No contract will be awarded as a result of this RFI; responses are for informational and planning purposes only - Vendors should highlight experience with utility-sector implementations and integration capabilities

Description

Central Arkansas Water (CAW) is seeking information from qualified vendors regarding Customer Self-Service (CSS) platforms that support modern utility customer engagement, account management, online payments, service requests, notifications, and digital customer interactions. The purpose of this Request for Information (RFI) is to gather information regarding available solutions, implementation approaches, integration capabilities, accessibility compliance, security frameworks, and industry best practices to support CAW's evaluation of future customer self-service technologies. This RFI is for informational and planning purposes only, and no contract will be awarded as a result of this RFI.

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