Santa Fe NM OpenGov #FY27-TRFP-011

Santa Fe Utility Payment, Customer Communications, and Integration Solution

The City of Santa Fe is seeking a ten-year integrated utility payment and customer communications solution for its Public Utilities operations. - Government buyer: City of Santa Fe, Central Purchasing Division (CPD), Public Utilities Admin; the attachment also identifies Public Utilities Billing and Admin. - Named OEMs, vendors, and systems: Tyler Munis (Cashiering and Financials/General Ledger), Advanced Utility Systems (AUS)/Advanced Billing, CIS Infinity, Genesys Cloud, Zoom Contact Center, Five9, Wells Fargo Merchant Services, Fiserv Nashville, and OpenGov. Wells Fargo and comparable banks are referenced for banking services; Genesys Cloud, Zoom Contact Center, and Five9 are listed as contact-center platforms or examples, with equivalents allowed. - Requested solution: Software, hosting, payment processing, customer notifications, enterprise integrations, implementation, testing, migration where applicable, training, documentation, deployment, and ongoing operations and support. - Payment channels and methods: Web, IVR, mobile, agent-assisted, autopay, and applicable POS/kiosk payments; ACH/e-check, debit and credit cards, digital wallets, and other approved methods. Support both guest and registered-account payments. - Integrations and processing: Integrate with Tyler Munis, AUS/Advanced Billing, banking and treasury systems, contact-center platforms, and OpenGov. Vendors must confirm connectivity to Wells Fargo Merchant Services via Fiserv Nashville and describe processors, gateways, intermediaries, and integration methods. - Operational requirements: Timestamped payment lifecycle audit history; secure data and payment transfers; synchronized payment, billing, financial, banking, and communications records; daily settlement and ledger reconciliation; and monitoring, exception handling, and recovery for interface failures, rejected files, duplicates, and posting errors. Coordinate with disconnect holds, reconnect eligibility, field collections, and service restoration. - Notable safeguards and support: PCI and security controls, fraud prevention, disaster recovery, outage communications, failover, business continuity, AI-related disclosures and safeguards, knowledge transfer, and scalability for potential future Citywide use. The City’s utility billing platform remains the authoritative source for customer balances unless otherwise approved. - Fees and illustrative scale: No additional fee is to be charged to the City. The RFP cites approximately 49,020 utility customers, 480,000 annual payment transactions, and $88,419,670.41 in annual payment volume as illustrative, not guaranteed. - Line items: Payment-terminal equipment may be required, but no model, part number, or quantity is specified. The services are described as an integrated solution; no service part numbers are specified.

Description

The City of Santa Fe seeks proposals for a secure, scalable, integrated utility payment ecosystem supporting utility billing, customer payments and communications, treasury operations, financial reconciliation, and enterprise integration. The selected contractor will provide labor, software, hosting, implementation, integration, configuration, testing support, training, deployment assistance, documentation, and ongoing operational support. The solution must coordinate payment channels, banking, cashiering, utility billing, financial systems, and contact-center platforms, including integration with Tyler Munis, Advanced Utility Systems, Wells Fargo, and OpenGov. The resulting contract term is ten years, and proposals are due November 2, 2026, at 3:00 p.m. Mountain Time.

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