Electronic Bill Presentment and Payment and Customer Self-Service Portal Replacement Services

The objective of this RFP is to secure services for the evaluation and selection of an electronic bill presentment and payment (EBPP) system and the replacement of the Customer Self-Service (CSS) portal. The selected vendor will provide independent, expert advisory services to help identify and implement a modern, integrated solution that empowers customers to seamlessly view and pay bills, manage Autopay enrollment, and securely maintain payment methods through a unified digital wallet. Customers should also receive proactive account and usage alerts within the portal.

The replacement project seeks to establish a mobile-friendly, intuitive ecosystem featuring single sign-on (SSO) capabilities to eliminate disruptive pop-ups when accessing payment sites. The proposal calls for leveraging AI to enhance account analytics, enable accurate usage forecasting, and improve first-contact resolution. Customers should have the ability to personalize profiles, manage notifications such as leak detection and usage thresholds, and access advanced metering infrastructure (AMI) data. Additionally, the solution must support operational efficiency through a Customer Service Representative (CSR) console for secure account impersonation and provide comprehensive reporting tools for tracking portal usage and customer behavior. The contract period will span two years.