SW-120628 - USA (Washington) - RFI for Utilities Customer Service System - Deadline November 6,2026

(1) Vendor needs to provide utilities customer service system.– Improve customer experience with digital self–service holistic account management– Support real–time and batch data exchanges– Support mobile first access and remain compliant to all evolving regulations.– Enhance case management for customer service representatives across utilities.– Provide analytics for customer engagement and program participation.– Customer account management capabilities and alignment considerations.– Chat bot available to obtain answers to common questions without needing to make a call to customer service.– Ability to initiate start or stop of utility service, with real–time system response on completion of transaction.– Ability to search and filter by multiple criteria such as account number, address, or name.– Identify property using account number, address or parcel number.– Enable authorized staff to log in as a user to review their customer profile, ensuring all confidential data remains hidden.– Ability to create and publish customer news, campaigns, offers, and communications.– System provides diagnostic tools to support root cause analysis and identification of issues to assist identifying where issues originate in the portal, integration, or external service providers.(2) All questions must be submitted no later than October 23, 2026.