Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: WD-11009

Government authority located in North Carolina; USA based organization looking for expert vendor for customer self-service mobile application and web portal services and solution.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide customer self-service mobile application and web portal services and solution.
- The customer portal will replace the website and provide a single point of access for customers to access specific water-centric functions.
- Design, integration, and implementation of a customer self-service water-focused self-service portal.
- Integrate with Esri GIS (Geographic Information System), Microsoft BizTalk (Middleware), Banner (Customer Information System).
- The solution should integrate in a two-way manner with banner using real-time APIs.
- The solution should allow customers update their information in the billing system.
- The solution should allow multiple accounts be managed by a single authenticated customer.
- The solution should allow multiple authenticated users from a single commercial entity manage the same group of accounts.
- The solution should allow specific communication channels for alerts; SMS, email, pre-recorded outbound voice calling, and mobile app push notifications.
- The solution should allow users to have the ability to set quiet hours for mobile alerts.
- The solution should integrate with Everbridge to provide event specific alerts.
- The solution should prevent duplicate service requests from being created on a single customer account.
- The solution should detect when the customer's consumption is near the next billing tier and alert the customer.
- The solution should allow the utility to manage all content.
- The solution must be PCI compliant.
- The solution should allow a customer to pay a bill with a variety of other payment methods (Apple Pay, Google Pay, Venmo, PayPal, others).
- The solution should provide and support a "click to call 311" function for customers.
- The solution should provide utility contact information including phone numbers, hours of operation, and links to other support resources.
- The chatbot should support service request creation.
- The chat client should provide analytics and reporting information that would be effective for customer service improvement.
(2) A non-mandatory pre-proposal conference will be held on June 30, 2022.
(3) All questions must be submitted no later than July 7, 2022.

[C] Eligibility:

- Onshore (US Organization Only);

[D] Work Performance:

Performance of the work will be Offsite.

Expiry Date : Thursday, 4 August, 2022

Pre-proposal Conference Date : Thursday, 30 June, 2022

Question Answer Deadline : Thursday, 7 July, 2022

Category : Web Design and Development, Call Center and Answering, Mobile Application Development, Software, System and Application

Country : USA

State : North Carolina

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