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UTILITY BILLING SYSTEM
Request for Proposals (RIFF)
Prepared by
Smart Energy Water
January 23, 2018
19900 MacArthur Blvd, Suite #370
Irvine, CA 92612
Phone: 909.217.3344
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Cover Letter
Date: January I3,IO18
Tz AumLinda Martin
City ofSouth Bend
Board oWPublic Works, County Building
ZZ7VVJefferson 8|vd,Ste. 1316
South Bend, Indiana 4660l
Subject: Response toRequest for Proposal, "Utility Billing System"
Thank you for the opportunity to submit our responise to City of South Bend ("City") detailing our Cloud -hosted,
SaaS-based Customer Engagement and Self -Service software solution, Smart Customer Mobile (SCM11), featu6ng
configurable pre -built modules, industry best practices, advanced functiona|ides and modern technology
adopted bylarge-scale w,flityplayers in United States today. Smart Energy Systems, LLC DBASmart Energy
Water (SEW) is bidding for the 'Customer Self -Service' component of the REP and will work with your selected
software vendor(s) for other functional areas, under single governance model. We have significant experience
working with leading CIS solution providers such as NorthStar,SAP, Onacke, Hansen Technologies, SumGan6
Nav|L|ne,etc, and successfully delivered multi -vendor implementations with comparable project reqm�nemento,
To meet the objectives of the City, as outlined in the attached response, SEW is proposing its award -winning
customer engagement solution, Smart Customer Mobile (3CM11)web & mobile platform that empowers City
customers with varied! real-time payment options, 360-degreeview ofbilling components, provide users with
rea|-t�me account status information and allow them to view billing history, enroll fore'hiU|, receive b|Dim§
notifications oralerts, execute one time and recurring payments, full and partial payments through payment
channels like credit cards, debit card, ACH, IVR, , raise and track service request, get alerts and notifications on
preferred channel of communication, etc. The SCM11' platform has excellent user-friendly and responsive design
with consistency maintained across Web, Mobile and Tablet version.
The SEW proposed SCK4m platform is proven solution in use with utilities ofsimilar size and complexity.
Additional points to, consider regarding SEW and our capabilities:
~ SAP Award Winnft Partner - Our platform solutions are SAP certified for integradon and are successf,ulIy
deployed atlarge utilities running SAP.
° AnAwardVVinniing Solution S[Mm has won 'SAP Hana Innovation Award 2017~, 'Corporate LlveVYine
Innovation and Excellence Award ZQ10'forinnovation.
° Example ofSCyNw production deployments inckude Glendale VVvtcr and Power (GVYP), Los Angeles
Department of Water and Power (LADWP), Pacific Gas and El[ectric Company (PG&E), NIL Hydro, El Paso
Electric, City ofSan Diego, U6|Services, Fairfax Water, etc.
° S[&4whas pre-buiktintegrations with SAP, NmrthStar,3mnGardNav|Una»G|S-ESK|,Dynamics CRyN,CIS, and
other utility enterprise software systems to ensure fast and robust implementation.
° We are domain, experts exclusively focused on the energy and utility industry. Our team includes industry
veterans who bring extensive experience in deploying technology solutions at utility companies.
° Pre -Built Functionality SC;Nm modules provide pre -built (mno,ionohity such as My Account, gi|kng,
Notifications, Service, and Connect Me, to support all your customer self-service portal requirements,
° CmatmmerAnaUyticx-Ou/so|utioo includes an ana|yhosplatform that provides real-time information on
energy usage, billing & payment transaction, custonne, behavior and other key process indicators that
enable our clients tomanage their business more efficiently.
° Quick Implementation With pre -built integration and project accelerators, we are confident that we
can deliver the SCK4Osolution in14to10weeks,
This proposal and the cost remain valid for 9Odays after the listed due date for the proposal, mronthe date
the last, best, and final offer has been submitted. Our experience with other utility clients along with our
pre-
builtUsignificantlyd h implementation k daccelerate
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!S'MARTIENERGY %AIATER
scheduie, and reduce overall project risk to City. Our team will leverage our extensive industry expertise,
proven project management and delivery methodologies, to implement asoiution for City. We are available to
meet with you in person for sOution demonstration and answer ainy questions you may have regarding our
proposal and our approach.
For any further communication related to this proposal, please contact Brad Adamske at 949-842-9470,
Sincerely,
Brad Adamske I Senior Vice President - Sailes
Brad .adarnske a t2n2,rgywater.comJ
Phone: 949-842-9470
Arnan Singha I Director - Operations
arTnan.sinigh�ii@smarteriergywi�leL,.�!2!1�I
Phone: 94,9-554-4142
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Table of Contents
CoverLetter ......... —...... ............................. .......... —............ ........................ —......... ...................... 2
TableofContents. .... ...... ...................... ........ _......... .... ............................. ..... ---......... .......... 4
CompanyIntroduction .... ............ ........... ............ .............. ................ ... ................ ............ ............ 6
ProposedSollution....... ......... —..... ............ ..... ......... ......... ...... ...... .............................................. 6
Implementation Methmdn|ogy................ .............. ...... ........ —........................................................ .91
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Company Introduction
Established in 2009, Smart Energy Water (SEW) is the leading provider of cloud -based Software -a s-a -Service
(SaaS) solutions for Digital Customer Engagement, Workforce Mobility, and Big Data Analytics to the Energy and
Utility sector. SEW is a business solution company focused on delivering optimized digital platform solutions
including Smart Customer Mobile/Portal (SCMO)l, Smart Mobile Workforce (SMW11) and Smart Q (SiQ7) to the
Water, Power and Gas utilities and retailers,
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For the past eight years SEW has delivered innovative mobile & desktop application solutions to many large-
scale and mid -size energy providers and public owned utilities. SEW has received several industry accolades
not only for successful deployments but also for showcasing our Innovation and product excellence.
Recently we have received the 'SAP OEM Partner of the Year Award'. We have also been recognized amongst
the "rap 100 Technology companies' by Red Herring and honored as one of the '50 most promising utility service
providers' by CIO Review Magazine. Our product, SCM1' has won '20,17 Global Excellence Awards' for 'Best for
Customer Engagement Solutions 2017 in UK' and is also a winner of 'Sustain Orange County Award 2017' for
sustainability and innovation. Moreover, Fierce Energy selected SEW for demonstrating the true value of
Customer Engagement by honoring us with two awards in the category of 'Best in Show` and 'Best Customer
Engagement'.
Listed below is the list of awards, and recognitions of SEW for our mobile & web-baised cloud services:
SAP HOW
rrreiNNOVATIONACG
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With more than 410+ technology and utility -sector professionals dedicated to the development and delivery of
innovative solutions, our team includes a mix of utility industry veterans along with technologists focused on
bleeding edge innovations in customer engagement, workforce management and analytics platform solution,
Currently, 41+ leading utilities are leveraging our platform solution in United States today.
The table below lists some of our clients in the Utilities industry who have benefited largely with our platform
solution:
Fairfax Water Los Angeles Department of Water
and Power (LADWP)
Pacific Gas and Electric UGI Energy Services
(PG&E)
San Diego Gas & Electric ILL Hydro
(SDG&F)
City of San Diego City of Madera
Imperiall Irrigation District City of Newport Beach
Glendale Water and Power
Oklahoma Gas and Electric
Simply energy
Fli Paso Electric (EPE)
Cal American Water
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SEW geographic presence include Nmrth,Amehce Europe, Singapore, Middle East, Australia, Honig Kong, Asia
Pacific etc. SEW has been actively developing innovative, customer -centric solutions that not only help utilities
and energy retailers engage and empower their customers but also help in achieving energy sustainability goals
for their targeted customer groups and geographies. Our award wi�nning integrated suite of smart solutions
leverage technologies like Al (Artificial Intelligence), Machine Learning, Predictive Modeling, Principles of
Gamifioation, and Big Data Analyt|cotoprovide mbext-in~c|ass Customer Self Service solution.
SEW solution will offer out -of -box, configurable, pre-bui� modules and biuilt-in workflows that will meet all
functional & technical reauirements of 'Customer Self Service' component of the City.
Proposed Solution
SEW understands that City of South Bend currently uses 5unGard NzviLine Application as the customer
information system (CIS), providing afull set ofutility billing, cmmmmeraoount management, and payment
processing functions. The City is now seeking a new Utility Billing System that scam|exdyreplaces its existing
system. SEW is bidding for 'Customer Self Service' component of the RFP and will work with your selected
software vendor(s) for other functional areas, under single governance model,
Smart Custorner Mobile,_(5LMO�- Customer Self Service Portal
Toacheve'Customer Self Service' requirements, SEW isproposing our award -winning Customer Engagement
solution, Smart Customer Mobile (SCMm)web & mobile portal. Our
proposed solution |uapre-built and proven, platform that has been
successfully deployed at several utilities and reqm�res minimal
development and integration effort to reduce time -to -value and
the implementation risk for the City. Our team includes seasoned
utility professionals who have delivered on the same set of
requirements atother utik/iwscomparable tothis project,
The proposed JCMm solution will enable your customers to
leverage varied rea1-timeonline payment options, complete view nf
6h|km8 components, provide users with real-time account status information, allow allowthcm tuview billing history, receive billing notifications nralerts via |VR, a'nnaN,SK4S, push
notifications etc, execute one time and recurring payments' full and partial payments through payment
channels like credit cards (MiasterCard/ Visa/ Discover), debit card, ACH, IVR etc, opt -in and opt -out of electronic
billing, request service including service connections, transfers, and disconnections, request payment extensions
etc.
The foundation of SCM11 platform is to strengthen communication between the Utflity and its customers and
deliver all possible self-help options tmcustomers for faster rem|m*io�nincluding viewing their online bill, making
online payments, manage their accounts, etc SCMm, web and mm6||e portal is o device agnostic solution
(accessible via Desktop` Laptop, Smartphones, Tablet) that is designed keeping in mind varied educational &
professional background ofend customers and internal utility staff and offer easy tnuse interface, w�thself-
explanatory fieKd labels, terminologies usedk which require minimal steps for users to navigate within the
modules and provides the most intuitive user experience. Our solution wili adhere to all branding guidelines of
City. SCMO web application is accessible via most modern web browsers like IE, Mozilla, Safari, Firefox, Opera,,
Gmogl'e Chrome and! Microsoft Edge etc, 8CKw* native mobile application supports iOS, Amdrmid endYVhndoms
mobile operating system. Our solution is highly configurable and will incorporate all City defined billing
attributes, Our invoice/bill presentment format is flexible and based on extensibie data format which allows us
tvdynamically configure the line items to march the Utility orregulatory requirements for bill display. Our
platform solution also provides interface to conduct outreach surveys to capture customer baseline attributes
toincrease customer relations, satisfaction and operational efficiency.
Our propose(] solution includes:
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& Smart [usto erMubiie(SC�MI)'Customer SOf Service Portal
The functional scope ufthe 'Customer Self-Service'component will include the following SCMIlmodules.
These modules will be integrated with the existing and other systems.
The 'My Account' module allows the utility customer to manage their
profile, communication preferences, and contact information inthe web
1. portal and the mobile app.
My Account
o Provides self-service account review
o Ability toopt-in and opt -out wfelectronic billing
o Opt for marketing preferences to receive City messages around
incentive programs, rebates, newoUottom/bmchuos'etc
The BiUhngModule helps customers tomanage the complete billing
payment process, |talso provides information enabling customer toview
2. their current bill, historical bill and past payment details, Customer can
Billing also access their detailed bill in PDF view.
o Set upone-time and recurring payments
» Add, update, ordelete bank account information
o Ability tupay via credit card, wrACU.
o AbNityvoenroll orun*nroUfrom automatic payment debiting, either
bYcredit card o/bank account,
o Request a payment extensions and payment plans, based on
eligibility rules.
• Modify existing payment options, such aschanging mcredit card
• Provides information related to current balances, payment history,
billable water usage, due dates, past due amounts, and shut off date,
when applicable.
The Notification module provides the customer single view for all
notific
ations the ut|�y including high bill, payment, service, and
3. �/-- usage alerts.
Notification
u Customer Alerts new bi|K alerts, dunning, payment post due'
au«opaymenteupiry, high bill, planned or unplanned outage, service
restoration, etc.
» Communication through various channels like |VF\emei|'S&4S,web,
etc
Provides customer the ability msubmit service requests, including "nove-
in, move -out, service connection, disconnection, service transfer etc
Customers can schedule the date and time for the service requests tohe
4' Service executed.
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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:
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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.
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Implementation Methodology
For our valued engagement with City, SEW aims to leverage the latest technology, advanced implementation
took, well -proven, project management framework, risk mitigation, plains, software & system testing, learnings
from past implementations, modern training methods that has helped our existing clients to witness hassle free
transition. We will bring our industry leading project management best practices and adhere to a mutually
agreed implementation plan which can be modified and adjusted based on, your requirements. With our
experience and domain expertise, SEW is confident we can provide the necessary expertise, guidance, and
support required to help City be successful in its initiative, SEW is known among its utility customers for quick
implementation while taking complete ownership during pre -implementation and post implementation
phases. Within two weeks of receiving written authorization, the SEW team will begin scheduling the work
sessions associated with the mutually agreed Project Plan.
SEW's Program Governance (SPG) framework is a mature and well -proven governance model, which serves as
an accelerator to launching a successful program or initiative in a timely manner while still enabling the project
to perform the proper amount of planning, Within each Key Area of the SPG Framework we address many of
the lessons learned and key steps required for a successful implementation, which we would be happy to
discuss with you in further detail,
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SEW' implementation strategy is guided by our vision of becoming a leading customer engagement and self-
service solution provider addressing A pain areas & business objectives of our Utility client that yields top -rated
customer satisfaction to City users and bring operational efficiency among Utility customers. SEW robust
implementation approach & project management practices emphasize on smooth and timely coordination
between SEW and client project team during execution and post go -live stage.
Our Proposed Implementation Man (Phases, Milestones and Deliverables)
With our proven approach and methodology, we are highly confident in our ability to deliver based on
experience of similar projects and our robust project management expertise. We will provide 24 hours support
throughout the duration of the implementation and support period along with training manuais for
stakeholders, The section, below describes the high-level phases for the implementation project. The expected
timeline for this engagement wall be agreed upon between SEW and City based on the specific scope and rollout
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User Acceptance 10 (UAD
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