RFI for Billing, CRM, Call Center, Voice Recording, and DERMS Platform

The issuer is seeking information from vendors capable of providing an integrated solution for billing and data administration, customer relationship management, call center operations, integrated voice recording, and a distributed energy resource management system (DERMS) platform. The requested services include a fully operational certified data management system, electronic data exchange, daily downloads of processed data, ticket support, and data retention services.

The scope also includes customer contact center and interactive voice response services, with sufficient staffing during posted operating hours, access to trained billing experts for escalated calls, bilingual support for interpretation needs, customer email response handling, and use of appropriate greetings and email scripts. For CRM and customer information system functions, the solution should allow customers to manage program enrollment online and through IVR, support secure email marketing communications, track applications, claims, payments, and billing activities, and enable migration of the existing CRM while preserving customer, account, program participation, communications, enrollment, and historical transaction data.

For the DERMS platform, the issuer is seeking setup services and robust functionality, including automated notifications 24 to 36 hours before an event, 1 hour before an event, after the event concludes, and several days later when performance results are available. All customer communications must support English, Spanish, Chinese, and Vietnamese. Questions are due no later than July 29, 2026.