Opening of Proposals - Utility Billing System - Advanced Utility Systems - Part 1

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vendors are required to obtain and show proof of upon submission. Please alro clarify if those documents will be counted towards the overall 80 page maximum limit. Answer: All licensing and certification requirements are described in Attachment 3 of the RFP. A1.23 Question: Is the City open to a train the trainer approach, or is fill end user training required? Answer: Vendors shall provide all end -user, technical, and system administrator training as part of the implementation project. A1.24 Question: Currently, what are the estimated number of on-line 311 queries regarding Utility Billing? Answer: The current version of CRM Dynamics does not accommodate online queries. There are approximately 2500 phone calls per month logged by 311 on behalf of the Utility. Not all of those calls result in utility billing system interaction. In addition, numerous customer calls are received directly by utility staff. A1.25 Question: How many clients do you expect to utilize on line payments per month? Answer: There are currently about 6400 online credit card payments a month, which includes both onetime payments and recurring payments. The City expects the number of on-line payments to increase as a result of the new utility billing system. Al .26 Question: Proposal Form D, requirement CSS S requests that the new system "Portal provides the ability to request service, including service connections, transfers, disconnections, etc. " However, Section II "Project Background". Page 1 of 2 in the second to last paragraph states "Portal for Dynamics 36.5 will be the online source for City residents to submit all service requests. " Which approach is the preference of the City? Answer: The City's preference would be to have all service (not billing) functionality, utility and otherwise, in the Dynamics 365 CRM platform. We believe this would be the easiest digital experience for our residents. We understand that this might require custom interfaces or integrations with a CIS and/or a CIS's own online portal functionality. This is our preference, but we understand that many CIS softwares have online portals, some with similar functionality. If a CIS has its own online portal, it is important for us to understand what the CIS's own portal functionality is against the potential functionality of a CIS - Dynamics 365 CRM interface/integration. It is also important to understand the cost difference, if any, between the a CIS's own portal functionality and a CIS - Dynamics 365 CRM interface/integration. Page 5 of 7