REPORT TO COUNCIL
SUBJECT
Title
Action on an Amendment to an Existing Agreement with Smart Energy Systems, Inc. and a New Agreement with Smart Energy Systems, Inc. for a Utility Billing Customer Self Service Portal
Report
COUNCIL PILLAR
Deliver and Enhance High Quality Efficient Services and Infrastructure
BACKGROUND
The City's Utility Billing System, provided by N. Harris Computer Corporation (Harris), serves as the backbone of the City's utility billing operations, supporting 10 interconnected user applications that enable seamless integration between meter reading, service orders, meter data management, utility bill generation, payment collection across multiple channels, and customer service delivery, including both a call center and an online self-service web portal.
To provide customers with modern online access to billing information, the City partnered with Smart Energy Systems, Inc. (SEW) to implement a new cloud-hosted Customer Self Service (CSS) Portal. This new portal will replace the outdated Harris CSS portal, which is no longer compatible with the Windows operating system, does not meet current security standards, lacks modern functionality, and no longer meets the public's needs and expectations.
On December 11, 2018, the City Council approved an agreement with Smart Energy Systems, Inc. (2018 Agreement) for the purchase and implementation of a new cloud-hosted Customer Self-Service Portal for Electric, Water, Sewer, and Solid Waste Disposal utility services for both residents and businesses. The Agreement was the result of a competitive Request for Proposal (RFP) in accordance with the City's purchasing policies.
On October 26, 2021, the City Council authorized the City Manager to execute Amendment No. 1 to the 2018 Agreement to extend the agreement by three years, through December 31, 2024, and to increase the maximum compensation by $396,194 for a revised not to exceed amount of $1,653,343. The City Council also authorized the City ...
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