City of Menlo Park PlanetBids #2026-091826

Menlo Park Municipal Water seeks outsourced water billing and customer service solution, including software platform and support.

Menlo Park Municipal Water is seeking a vendor to provide a fully outsourced water billing and customer service solution. - Buyer: City of Menlo Park Public Works, Administrative Services Department - Scope includes: - Supply and implementation of a new water billing software platform - Must integrate with Advanced Metering Infrastructure (AMI) and manual meter reads - Interface with third-party systems: Sensus FlexNet AMI, OpenGov (formerly Cartegraph), OpenGov Financials, Accela, Sensus Analytics - Comprehensive billing and payment services - Bill printing and mailing - Customer self-service portal with mobile access - Bilingual customer support (English and Spanish) - Account management and collections support - Monthly and annual reporting, reconciliation, and ad hoc reports - Technology and security services - Data conversion and validation for ~4,400 customer accounts with five years of history - Compliance with California SB998 for past due accounts - Adherence to California Consumer Privacy Act, PCI DSS, SOC 2 Type II, and data storage within the continental US - ADA-compliant multilingual web portal with chatbot - Implementation and transition activities - Uninterrupted billing and customer service during transition - Project management, training, and post-go-live support - Contract term: Three years, with two optional one-year extensions - No specific OEMs or vendors named; open to all qualified providers - Notable requirements: - Robust data security and privacy - Integration with multiple City and third-party systems - Bilingual and ADA-compliant customer service - Detailed reporting and training deliverables

Description

Menlo Park Municipal Water is seeking qualified vendors with expertise in utility billing management and customer service to submit proposals. The vendor will be responsible for billing water customers based on meter reads and water usage rates, as well as providing customer service support functions. The scope includes providing a complete outsourced water billing and customer service solution, including billing software, integration with AMI and manual meter reads, payment and billing services, bill printing and mailing, customer self-service portal, bilingual customer support, account management, technology and security services, implementation, collections support, and reporting. The City intends to enter a three-year agreement with options for two additional one-year extensions.

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