Lifeline H2O Program Administration Services
City of Detroit > Detroit Water and Sewerage Department
Original Solicitation Links
Contact
Submission Instructions
Description
The Detroit Water and Sewerage Department is soliciting proposals for third-party administration of its Lifeline H2O affordability program for residential customers with household incomes below 200% of the Federal Poverty Level. The selected vendor must design, implement, and operate a secure, web-based and mobile-friendly application platform with multilingual and ADA-accessible features, multifactor authentication, document uploads, AI-powered optical character recognition, automated eligibility screening, identity and income verification, fraud detection, appeals support, and approval or denial notifications. The scope also includes multilingual customer support through call center, email, live chat, chatbot, and in-app messaging; dashboards and recurring reports; secure file exchange and system integrations; predictive analytics; staff training; phased rollout; and transition documentation. Required performance targets include 92% processing within three business days, 99% system availability, 98% AI alignment with program guidelines, and annual third-party security and compliance audits. The initial term is two years with an optional one-year extension.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Workers' Compensation
- Employer's Liability — $500,000.00
- Commercial General Liability — $1,000,000.00
- Automobile Liability — $1,000,000.00
- Minimum 4 references
- Within the last 5 years
- Client point of contact required for each reference
Location
Documents
| Title | Date Posted |
|---|---|
| Attachment M - Staff Experience.pdf | Sep 15, 2026 08:45 PM |
| RFP550532 3rd Party Admin of Lifeline Program.pdf | Sep 15, 2026 08:45 PM |
| Attachment C - Pricing Form.xlsx | Sep 15, 2026 08:45 PM |
| Attachment N - Terms & Condiitions.pdf | Sep 15, 2026 08:45 PM |
| Attachment L - Local Economic Dvlpmnt.pdf | Sep 15, 2026 08:45 PM |
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