Arkansas Ionwave #26-19 Addendum 1

Central Arkansas Water RFI for Customer Self-Service Platform Solution

Central Arkansas Water (CAW) is seeking information from vendors about Customer Self-Service (CSS) platform solutions for utility customer engagement and management. - Government Buyer: - Central Arkansas Water (CAW), municipal water utility serving Little Rock, Arkansas - Products/Services Requested: - Customer Self-Service Platform Solution - Features: account management, online payments, service requests, notifications, digital customer interactions - Integration with existing systems: Cayenta Customer Information System (CIS), Paymentus payment processing, Advanced Metering Infrastructure (AMI), Microsoft 365, Microsoft Entra ID - Support for multiple customer channels: web, mobile, SMS, email, IVR, chatbot - Innovative features for customers without email addresses - Unique/Notable Requirements: - Accessibility compliance: ADA and WCAG standards - Security frameworks: SOC 2, ISO 27001, PCI DSS - Industry best practices for utility customer engagement - Deployment models: cloud and/or on-premises - OEMs and Vendors: - No specific OEMs or vendors named; open to all qualified providers - This is an RFI for planning purposes only; no contract award will result from this request.

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. Responses will be used solely for information and planning purposes.

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