Customer Self Service Solution

A government agency in Virginia is seeking a vendor to provide a comprehensive customer self-service solution, including a secure web portal and a waterworks-branded mobile application. The solution must support secure customer authentication, account management, and a full suite of self-service capabilities, such as online service request submission and tracking, autopay and recurring payment enrollment, paperless billing management, and the ability for customers to update their profiles, mailing addresses, and contact information.

Key requirements include multi-language support for essential customer interactions, outage mapping functions, and delivery of customer notifications and alerts through online messages, email, and SMS. The solution should also offer administrative dashboards, analytics, configurable reporting, customer bill assistance, and management of external agency pledges. Role-based portal administration, cloud-hosted infrastructure, and integration of business intelligence tools for detailed dashboards are required.

The application must be ADA-compliant and align with current digital accessibility standards. It should accommodate migration of existing customer portal users. The contract for this engagement is set for a four-year period.