Sustainable Energy Utility Billing and Customer Relation Management Software

The City of Ann Arbor’s Sustainable Energy Utility (SEU) is seeking a single, cloud‑based software platform that will handle billing for solar and energy‑storage customers (Phase 1) and later expand to geothermal and additional services, while providing a full‑featured customer‑relationship‑management portal. The solution must integrate with the City’s existing meter data feeds, financial system (New World Services), GIS, asset‑management system (Cityworks), and multiple merchant processors, and must meet strict security, PCI‑DSS, insurance, living‑wage, and non‑discrimination requirements. The vendor will deliver software licensing (minimum three‑year term), implementation services, training, and ongoing support, with a target go‑live in September 2026 and a three‑month hyper‑care period thereafter. • Provide multi‑service, multi‑rate billing (flat‑rate or simple per‑kWh for Phase 1) and a Section 508‑compliant web portal for residential and business customers. • Integrate with Aclara (or similar) meter‑reading, New World financials, ArcGIS parcel data, Cityworks asset management, and approved payment processors (InvoiceCloud, Tyler Payments, Forte, USAEpay). • Meet U.S.‑only data residency, AES‑256‑at‑rest, TLS 1.2+ in‑transit, annual PCI‑DSS Attestation, cyber‑liability insurance ≥ $5 M, and provide detailed disaster‑recovery (RTO ≤ 24 h, RPO ≤ 4 h). • Deliver a detailed implementation plan, staff training (virtual), dedicated support rep, and SLA‑backed response times (48 h standard, 24 h urgent).