Opening of Proposals - Utility Billing System - Smart Energy Water

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SI . ................... ShW5JI" IR The Connect Me module provides the utility customer service contact options for the customer service via the mobile app, text message, phone, 5. and email as weil as integration with social media accounts. Connect Me B. Customer Service: Mortal (Utility staff facing admin portal for Reporting Ana lytics) SCM"' built - in analytics tools provide insights for customers, City employees and admin level users which can be configured as per City's current and future reporting requirements. SCMO platform provide pre -packaged Customer Service Analytical reports based on customer services workflow and operational IKPI's. These analytical reports will address key business process and operational matrix related to customer behaviors, usage analysis, billing reports, notifications/alerts received etc. The Utility portal enables admin staff to create, grant and revoke role and permissions on fly for controlling user - specific access to aipplication data fields, data screens based on, user's role in utility operations, City admin staff can assign customized access rights to each user, based on least required privileges with separation of duties for System Administrator, Standard User, Executive, Management, Power Users, subcontractor and End Users, Roles are dynamic and can be updated, created, or removed by City system administrator. Through this Utility portal, City staff can manage application configuraflons, settings etc. The functional scope of the user and content administration, reporting and anallytics will include the following admin facing modules: q y t i,� Nrr0f�i �-i nxm A.JnOn, V 1,�fl OEM= The module provides the ability to keep track of specific L configuratlons and to customize customer portal. The granularity of each module in the customer portal is specific to the actions Administration performed through the configuration module. Provides the ability to extract reports for online customer activities. \ IV Utility administrators can view reports pertaining to predict cuistomer 2. Customer Engagement behavior, administrative reports for daily, monthly, or date range Analytics activity for payment activity, tracks of customer payments, identify registered users, active/ non -active users. The module provides all the information of utility customers fed in the �jj customer portal, and at the same time provides the ability to utility customer care representative to login to customer portal and view CSR — and analyze the customer information. Work Bench This module provides detailed information on the number and type 4. of notifications received by the utility along with the status of each Notification notification providing an ability of traceability. 8