Customer Information Systems

The State of Arkansas is seeking a comprehensive customer information system to enhance the management of utility accounts, billing processes, payments, integrations, and reporting. The desired software solution must support both inventory and non-inventory items, facilitating operational, maintenance, and project development activities.

Key requirements include robust account management for all utility services, with features such as master and sub-account handling, landlord and seasonal account options, and tools for efficient service transfers and account moves. The system should be capable of generating accurate bills for multiple service types, providing consolidated billing, rebills, corrections, and previews. Flexible payment processing is essential, including support for online, mobile, IVR, kiosk, lockbox, and in-person cashiering. Payments must be allocated according to agency-defined hierarchies, and the software should include cashiering capabilities like receipt printing, reversals, audit controls, and reconciliation.

Integration with enterprise systems is expected via real-time and batch modes, adhering to industry standards such as MultiSpeak, APIs (JSON/XML, ODBC, flat files), and incorporating documented APIs with event-driven options like webhooks. Compatibility with Munis (ERP), DataVoice (OMS), Futura (GIS), Cedars Financial (Collections), AMI/MDMS, and future asset/work order systems is required. Reporting functionality should include out-of-the-box operational and financial reports, role-based dashboards, ad hoc query support, and a complete audit trail. The system must also provide encryption for data at rest and in transit.

Questions regarding this opportunity must be submitted by December 30, 2025.