Arkansas Ionwave #26-19 Addendum 2

Central Arkansas Water RFI for Customer Self-Service Platform Solution

Central Arkansas Water (CAW) is seeking information from vendors about modern Customer Self-Service (CSS) platform solutions for utility customers. - Government Buyer: - Central Arkansas Water (CAW), municipal water utility in Little Rock, Arkansas - OEMs and Vendors: - No specific OEMs or vendors required; open to all qualified CSS platform providers with utility-sector experience - Products/Services Requested: - Customer Self-Service Platform Solution - Key functionalities: account management, online payments, service requests, notifications, digital interactions, mobile access, and mobile application - Integration requirements: - Cayenta Customer Information System (CIS) version 9.2.1 - Paymentus payment processing APIs - Microsoft 365, Entra ID, ArcGIS Enterprise 11.3 - Potential future integration with AMI and GIS systems - Accessibility and language: - Compliance with WCAG 2.1 Level A and AA - Support for English and Spanish - Security and best practices: - Robust security frameworks - Industry best practices - Migration: - Existing customer registrations and preferences must be migrated from current Cayenta CSS platform (no history migration required) - Options for customers without email addresses - Unique/Notable Requirements: - ADA accessibility compliance - Bilingual support (English and Spanish) - Mobile application and mobile access - Integration with multiple enterprise systems - Migration of customer data (registrations and preferences) - RFI is for planning purposes only; no contract award will result

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. The RFI is for informational and planning purposes only, with no contract to be awarded as a result. Responses are due by October 1, 2026, and should be submitted electronically in PDF format.

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