Customer Self-Service Platform Solution

Central Arkansas Water (CAW) is issuing an RFI to gather information from qualified vendors about modern Customer Self‑Service (CSS) platforms for utilities. The goal is to understand available solutions, integration capabilities, accessibility compliance, security frameworks, and best‑practice approaches to inform a future procurement strategy. The RFI seeks details on platform functionality, deployment models, multi‑channel support, ADA/WCAG compliance, integration with CAW’s existing systems (Cayenta CIS, Paymentus, AMI, Microsoft 365/Entra ID), security certifications, implementation methodology, staffing, support, reporting, and cost structures. Responses are due electronically by October 1, 2026. • Targeted solution: cloud‑based or hybrid customer portal for water utility customers (account management, payments, service requests, notifications, analytics). • Required integrations: Cayenta CIS, Paymentus, AMI, Microsoft 365/Entra ID, possibly GIS and CRM. • Compliance: ADA, WCAG 2.1 Level AA, SOC 2/ISO 27001/PCI‑DSS. • Implementation scope: discovery, configuration, integration, testing, training, go‑live – timeline not defined. • Expected deliverables: platform licensing/subscription, implementation services, integration services, training, ongoing support, reporting dashboards. • Evaluation criteria: experience with utility customers, accessibility, security, customization, pricing model, roadmap.