Utility Customer Service System RFI
City of Seattle > Seattle City Light
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Submission Instructions
Description
The City of Seattle, through its Information Technology Department in partnership with Seattle City Light and Seattle Public Utilities, is requesting information from software vendors about modern, secure, customer-centric utility customer portal and customer service solutions. The City is exploring capabilities for digital account management, billing and payment history, utility-program enrollment, service requests, multilingual and mobile access, chatbot support, case management, customer communications, analytics, and executive reporting. The proposed solutions should address integration with existing utility systems, including the Oracle Utilities solution stack; real-time and batch data exchange; identity management and single sign-on; cybersecurity, privacy, PCI compliance, SOC reporting, records retention, accessibility and WCAG 2.1 compliance; configurable workflows and business rules; monitoring and diagnostics; role-based access controls; data ownership and exportability; email and SMS notifications; and secure payment processing. Respondents must provide organizational qualifications, responses to the customer-experience and technical user stories, typical costs and implementation considerations, change-management practices, and additional capabilities or differentiators. This is an RFI for market research only; no contract will be awarded as a result.
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Timeline
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Documents
| Title | Date Posted |
|---|---|
| RFI_-_City_of_Seattle_Utilities_Customer_Service_System.pdf | Oct 09, 2026 08:21 AM |
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