# Santa Fe NM OpenGov #FY27-TRFP-011

Santa Fe utility payment, communications, and enterprise integration solution

**Posted:** September 29, 2026
**Respond By:** November 02, 2026
**Identifier:** FY27-TRFP-011
**NAICS:** 541512, 541511, 518210, 541519, 522320

The City of Santa Fe is seeking a ten-year utility payment and customer communications solution integrated with its billing, financial, banking, and contact-center systems.
- **Buyer:** City of Santa Fe, Public Utilities Admin, through the Central Purchasing Division (CPD).
- **Named OEMs and vendors:** Tyler Munis (Tyler Technologies); Advanced Utility Systems (AUS), including Advanced Billing and the CIS Infinity integration point; Genesys Cloud; Zoom Contact Center; Five9; Wells Fargo; Fiserv Nashville; and OpenGov. Contact-center and banking alternatives may also be proposed where permitted.
- **What is requested:** A secure, hosted payment ecosystem with implementation, configuration, integrations, testing, deployment, training, documentation, and ongoing support. It should handle payments through web, IVR, mobile, agent-assisted, autopay, and applicable POS or kiosk channels, including guest and registered-account payments and ACH/e-check, card, and digital wallet transactions.
- **Customer and payment operations:** Provide configurable confirmations, reminders, disconnect warnings, failed or returned payment notices, and service-restoration messages, with auditable communication history. Support account lookup, contact-center and IVR integration, payment lifecycle tracking, timestamped audit records, and coordination with collections, disconnect holds, reconnect eligibility, and service restoration.
- **Integration and financial controls:** Synchronize utility billing, payment, cashiering, general ledger, banking, and communications data. Support settlement balancing, daily reconciliation, returned payments and chargebacks, secure banking-file transmission, and monitoring and recovery for failed interfaces, rejected files, duplicate transactions, and posting errors. Vendors must explain their processors, gateways, banking intermediaries, and integration methods, and confirm the ability to connect to Wells Fargo Merchant Services via Fiserv Nashville.
- **Notable requirements:** Security and PCI controls, fraud safeguards, disaster recovery and business continuity, outage communications, reporting, implementation and knowledge-transfer documentation, and scalability for possible future Citywide use. The utility billing platform is to remain authoritative for customer balances unless otherwise approved. No additional fee is to be charged to the City.
- **Illustrative operating profile:** Approximately 49,020 utility customers, 480,000 annual payment transactions, and $88,419,670.41 in annual payment volume; these figures are not guaranteed.
- **Pricing scope:** Unit pricing is requested for payment terminals and related equipment, with installation, replacement, and maintenance priced separately. No equipment model or quantity is specified.

### Description

The City of Santa Fe is seeking proposals for a secure, scalable utility payment ecosystem supporting utility billing, customer payments and communications, treasury operations, financial reconciliation, and enterprise integration. The contractor will provide software, hosting, implementation and integration services, configuration, testing, training, deployment assistance, documentation, and ongoing operational support. The solution is expected to integrate with systems including Tyler Munis, Advanced Utility Systems, contact-center platforms, banking and treasury operations, and OpenGov, and to support multiple payment channels, notifications, synchronization, and reconciliation. The resulting contract term is ten years; proposals are due electronically through OpenGov by November 2, 2026, at 3:00 p.m. Mountain Time.

[View original listing](https://procurement.opengov.com/portal/santafenm/projects/297233)