Customer Self Service Solution
Overview
Fit Score
Settle Intelligence
Settle helps teams find, evaluate, and respond to public RFPs. We continuously surface new opportunities, score them against your company strengths, and draft proposal responses so you can focus on the work that wins business.
SUMMARY
KEY REQUIREMENTS
CONTRACT DURATION
TIMELINE
QUESTION DEADLINE
Issuing Agency
City Of Newport News
Organization overview and procurement intelligence available on paid plans.
DESCRIPTION
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.
Source attribution
This Settle analysis is based on the issuing organization’s public RFP listing.