Seattle Park District Opengov #1479146A

Seattle RFI for Electric and Public Utility Customer-Service Portal Solutions

Seattle is seeking vendor information on customer-service portal solutions for its electric and public utilities. - Government buyer: City of Seattle Information Technology Department, working with Seattle City Light (SCL) and Seattle Public Utilities (SPU). - Opportunity type: Request for Information (RFI) to inform a possible future solicitation; this request is for information, not a purchase or contract award. - OEMs and vendors mentioned: Oracle is associated with the City’s existing Oracle Utilities systems and Oracle Identity Cloud Service (IDCS); it is not identified as the prospective portal vendor. OpenGov is the procurement portal used for submissions, not a specified solution provider. No prospective portal OEM or vendor is named. - Solution sought: A secure, mobile-first utility customer portal covering account management, bills and usage, payment history, service start/stop requests, utility-program applications, solid-waste requests, document exchange, payment wallets and recurring payments, alerts, and chat. - User capabilities: Commercial users should be able to manage multiple accounts, assign proxy permissions, export data, track service requests, and compare usage. Escrow users should be able to request estimated and final closing bills. Staff should be able to manage customer profiles and accounts, review billing, co-browse with customers, and access interaction histories. - Notable requirements: Integration with existing utility systems, including Oracle Utilities; support for real-time and batch data exchange; alignment with City security, privacy, identity-management, and single-sign-on requirements; applicable PCI controls and current SOC 1/SOC 2 reports or equivalent; and ADA and WCAG 2.1 accessibility. - Communications and administration: Support TCPA-compliant communications and consent management, email and SMS notifications, auditable role-based access, transaction and integration monitoring, configurable administration without vendor development, coordinated releases and changes, secure payment-gateway integration, and Utility ownership and exportability of data and configurations. - Languages and insight: Customer interfaces should support English, Spanish, Vietnamese, Cantonese, Mandarin, Somali, Filipino/Tagalog, and Korean. The City is also interested in operational analytics, customer-engagement metrics, and tools to publish and measure targeted customer content. - Requested vendor information: Qualifications, capabilities, typical costs, implementation resources and timelines, change-management support, and additional functionality or differentiators. No quantities, part numbers, contract value, or period of performance are specified.

Description

The City of Seattle Information Technology Department, partnering with Seattle City Light and Seattle Public Utilities, is requesting information from software vendors about modern utility customer service portal solutions. The City is seeking information on capabilities, technology and architecture, implementation approaches, costs, and integrations to inform a possible future competitive solicitation and refine requirements for a potential RFP. Desired capabilities include digital self-service and account management, utility-program enrollment, integration with existing utility systems, customer service case management, analytics, mobile accessibility, and compliance with City security and privacy standards. This is an information-gathering effort only; no contract will be awarded as a result of the RFI.

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