Customer Information Systems (CIS) Software and Services

Background

The Sewerage and Water Board of New Orleans (SWBNO) is seeking proposals for a fully integrated, vendor-hosted/cloud solution for a Customer Information System (CIS). The goal is to replace the current utility billing system, Cogsdale CSM, which relies on the unsupported Microsoft Dynamics GP platform. The new CIS will enhance customer service and operational efficiency by integrating various functionalities including customer relationship management (CRM) and business analysis.

Work Details

The contract includes the following services and products: - Creation and maintenance of customer profiles. - Linking accounts to location addresses and meters. - Handling account transfers, closures, and updates. - Integration with SmartMeter for monthly meter reads. - Validation and estimation of readings. - Calculation of charges based on usage, rate structure, and service type. - Generation of customer bills and notices. - Tracking overdue accounts and managing payment plans. - Managing delinquency cycles with notifications. - Issuing reminders, late fees, and disconnection notices. - Integrations with Financial System, Enterprise Asset Management System, Promise Pay, and Customer Portal. - Identification and management of key accounts requiring priority attention. - Data analytics capabilities.

Period of Performance

The contract period is five years, commencing upon approval by the SWBNO Board of Directors and issuance of Notice to Proceed.

Place of Performance

The services will be performed at the Sewerage and Water Board of New Orleans Administration Building located at 625 St. Joseph St., New Orleans, LA 70165.

Bidder Requirements

Proposers must demonstrate experience in implementing similar systems, provide audited financial statements for the past two years, submit a current Dunn & Bradstreet report if privately held, comply with insurance requirements including general liability and workers' compensation coverage, adhere to living wage ordinances requiring a minimum wage of $15.56 per hour for covered employees, and provide details on any subcontractors involved in the project.