Customer Self-Service Platform Solution

Central Arkansas Water (CAW) is issuing a Request for Information to gather details from qualified vendors about modern Customer Self‑Service (CSS) platforms for a utility environment. The RFI seeks information on functionality (online payments, service requests, notifications, multi‑channel engagement), accessibility (ADA, WCAG), security (SOC 2, ISO 27001, PCI DSS), integration capabilities with CAW’s existing systems (Cayenta CIS, Paymentus, AMI, Microsoft 365/Entra ID), deployment models, implementation approach, support, and cost structure. Vendors are asked to describe their solution, experience with water/utility clients, customization options, API details, and future roadmap. Responses are due electronically by October 1, 2026. • RFI No. 26‑19 (Addendum 2) – Customer Self‑Service Platform Solution • Issued by Central Arkansas Water, Little Rock, AR • Deadline for questions: September 23, 2026; submission deadline: October 1, 2026, 4 PM CT • Primary contact: Liz Tuck‑Rowan, Purchasing Manager (email [email protected], phone (501) 377‑1266) • No contract award; information will be used for future procurement planning • Desired capabilities: mobile‑friendly portal, multi‑channel engagement, ADA/WCAG compliance, robust security, integration with existing billing, payment, and AMI systems, analytics/reporting, and scalable architecture • Vendors must provide cost estimates (licensing, subscription, implementation, integration, training, support) and describe pricing model • Required response format: PDF ≤ 50 pages, emailed to [email protected] with subject “Response to CAW CSS Platform RFI 26‑19”.