Request for Qualifications for Madison County Water Department Customer Information and Billing System

Madison County, Alabama Request for Qualifications Madison County Customer Information and Billing System RFQ # 2020-02 Subject: Request for Qualifications 2020-02 Date: November 10, 2020 Madison County, AL is seeking qualification packages from entities interested in providing a customer information and billing system to the Water Department. Questions regarding the request should be submitted via email to Tim Walker at twalker@madisoncountyal.gov no later than 12:00 PM CST on December 2, 2020. Vendors must submit their responses to the Madison County Water Department, ATTN: Tim Walker 246 Shields Road, Huntsville, AL, by December 18, 2020 at 12:00 PM. Attached are the requirements for this request for qualifications. mailto:twalker@madisoncountyal.gov RFQ – CIS and Billing System 1 of 8 Pages REQUEST FOR QUALIFICATIONS MADISON COUNTY CUSTOMER INFORMATION

AND BILLING SYSTEM 1. INTRODUCTION. The Madison County Water Department (MCWD), a division of Madison County, AL (County), wishes to acquire a customer information and billing system (CIS), along with implementation and configuration services for the selected system. MCWD is requesting information from qualified vendors who can demonstrate their ability to furnish software and technical labor for these type systems. MCWD seeks information on the latest CIS solutions and how these solutions can meet the requirements, including information on software, hardware, associated products, implementation time, and support. The goal is to obtain a comprehensive understanding of available options and to enable MCWD to better evaluate which CIS vendors may have the most effective solution, likely leading to a Request for Proposal (RFP) process for the purchase and ongoing maintenance of the CIS system. Respondents to this Request for Qualifications (RFQ) should submit information in accordance with the terms, conditions, and specifications contained in this document. The information received will be used to better understand a vendor’s capabilities in providing the desired services for the MCWD. MCWD may seek to supplement the provided information by inviting vendors to participate in in-person interviews, technical presentations/demonstrations, and further discussion with a selection committee. Through an evaluation and ranking process, only prequalified vendors will be allowed to participate in the RFP. 2. CURRENT OPERATIONS AND SYSTEMS. The County owns a community water system that serves northeast Madison County through approximately 31,000 water meters, located within a 390 square mile service area, along approximately 980 miles of water main. MCWD operates and maintains the water system with, typically, around 55 employees. The County currently contracts with a neighboring utility to manually read water meters; prepare, send, and collect bills; and perform many front and back office customer service activities. The neighboring utility, Huntsville Utilities, uses SAP customer information system software and currently contracts with a third-party consultant to manually read water meters. Additionally, MCWD is in the planning stages to implement system-wide advanced metering infrastructure (AMI), deploying Kamstrup meters. Most work activities are completed in-house. Work orders are managed using a combination of an AS/400 system and custom-built Access database. Capital assets and inventory are also tracked through the AS/400 system. The MCWD keeps track of major system components using ArcGIS. All financial transactions are currently completed through the County’s New World system (Tyler Technologies). RFQ – CIS and Billing System 2 of 8 Pages 3. SUBMITTAL INSTRUCTIONS. 3.1 Requirements. • Submit information to: Madison County Water Department ATTN: Tim Walker 246 Shields Rd, Huntsville, AL 35811 • Response deadline: 12:00 PM CST, December 18, 2020. Any submittals received after the scheduled closing date and time will be disqualified. • Submittals must concisely set forth full, accurate, and complete information required by this RFQ including any attachments. • An original, and four (4) copies, of the response, including specified forms and attachments, shall be submitted. Fax or email responses, alone, will not be considered. An electronic copy (pdf) may be submitted in addition to the required hard copies, if so desired. • Keep submittals to no more than 20 single-sided pages, excluding lists of references. 3.2 Format and Content. All vendors must follow the format requirements. Project costs or estimated costs shall not be provided in response to this RFQ. Responses shall be presented in the format of spiral bound or three ring notebooks intended for 8 ½” x 11” documents. Clear, concise, specific information is preferred to a high volume of marketing material. The submittal shall be organized as follows: Table of Contents Section 1 Company Profile Section 2 Product Description and Applications Section 3 System Integrations Section 4 Data Migration Section 5 Software Security Provisions Section 6 Additional Operation and Maintenance Specifics Section 7 Implementation, Testing, Training, and Technical Support Section 8 Experience and References Section 9 Additional Information 3.2.1 SUBMITTAL-Section 1: Company Profile. Provide the following information: • Company name, address, web address, and phone number • Project team key members, including primary contacts (names, titles, emails, and phone numbers) and brief description of directly-relevant experience • Date, city, and state the company was established • Brief history and description of business including size of organization, summary of expertise, services offered, and how service(s) or products(s) differentiate the company in the marketplace or in relationship to competitors RFQ – CIS and Billing System 3 of 8 Pages • Number of years deploying the proposed product • Number of support personnel in the organization and services offered • Any future plans, goals, and development efforts of the company • Description of any pending/active merger or acquisition activities involving your organization • Other relevant information not covered in the previous items delineated above that would aid in the understanding of your company • Has your organization ever failed to complete a contract or defaulted on a contract? If yes, provide a detailed explanation. • Are there any judgments or claims against your organization? If yes, provide a detailed explanation. 3.2.2 SUBMITTAL-Section 2: Product Description and Applications. For the purpose of this Request for Qualifications (RFQ), the term CIS includes at a minimum a complete system for managing all customer information/history, billing, and service order generation. If more than one system is required to provide these capabilities, please describe each system and the integration among/between them. Provide a description of the proposed system(s). At a minimum, address the following: • Provide a summary history of the CIS and version offered in this proposal. • Provide a summary of the length of time the system (or systems) have been actively deployed. • Briefly describe how users access the CIS and how permissions/access to various areas of the CIS is managed on a per-user basis (interface, dashboards, drop-down lists, etc). • Does the CIS provide export capability to Excel, Word and Adobe? If so, please specify what options are available. • Briefly describe how queries and reports are produced from within the CIS, including standard/customizable reporting features (for content and formatting), and the ability to schedule selected reports. • Briefly describe of how searches are performed in the CIS, including filtering features. • Briefly describe the criterion by which searches can be performed, including customizable options. • Can the system accommodate different rate types and structures depending on account type/billing code? • Briefly describe how the CIS handles meter changes; in particular, as related to implementing a new AMI system. • Describe what types of payments the CIS accepts and how payments are posted to customer accounts: online portal, mobile, kiosk, IVR, credit card, cash and bank draft. Are payments real-time? • Briefly describe how AMI meter-reads are made available to CIS and utilized as part of the customer billing process. • Briefly describe how non-AMI meter-reads are made available to CIS and utilized as part of the customer billing process. RFQ – CIS and Billing System 4 of 8 Pages • Do you offer a customer portal option that provides consumption history? If so, briefly describe what information is available and how information is obtained from the AMI system. • If available, describe other meter data management options. • If you provide a customer portal, does that same portal enable the customer to make payments? If so, please provide a brief description. • Briefly describe how service orders are created, tracked and closed. • Can the system allocate inventory, employee time and overhead to work performed in the field: both related to customer locations and utility infrastructure? If so, briefly describe process. • Briefly describe how the CIS tracks non-metered equipment assets such as backflow devices, etc. • Briefly describe how the CIS tracks inventory through service orders, both meters as well as other parts. • Briefly describe how the CIS handles and tracks deposits. • Briefly describe how the CIS handles refunds. • Does the system have the ability to pro-rate accounts based on the time the service was active during a billing cycle? • Does the system support billing by multiple routes and cycles? • Briefly describe how the CIS enables adjustments to previous customer statements. • Briefly describe how the CIS manages delinquent accounts: late notices, late fees, calls, cutoff lists, payment extensions/special arrangements, and bad debt collection. • Does the CIS enable the addition of notes to customer accounts and/or locations? • Does the CIS enable attaching documents to customer accounts and/or locations? • Does the system provide for making loans to a customer: bill monthly installments for different terms and interest rates? • Briefly describe how the system manages “flagged” accounts – cutoff/penalty exempt, cash only, medical alert, bad debt, etc. • Briefly describe typical daily reconciliation reports. • Briefly describe the options for bill printing and mailing: integration options, deliverable file to 3rd party, etc. • Does the system allow for manual account adjustments either by applying transactions immediately to the account or billing them on the next billing statement? • Does the CIS allow for a customer to choose a paper or electronic bill? • Does the solution have the ability to create/automatically generate letters, notices, etc. based on certain criteria? If so, is formatting/editing easily adjusted when needed? • Does the CIS have GIS mapping capabilities built-in? If so, what services can be mapped? Please explain in detail what GIS capabilities are available. • Does the system have the ability to geocode individual services (lat/long)? Can equipment assigned at a customer’s location be geocoded? RFQ – CIS and Billing System 5 of 8 Pages • Briefly describe how new accounts are set up (residential, commercial, subdivision developments, default options, etc). • Briefly describe how new addresses/roads are put into the system. • Does the CIS support secondary accounts tied to a primary or master account? • Does the system have an integrated USPS-based address verification tool that will allow all locations to be verified as a USPS-known address? If so, is the tool built into the software or is it a separate application? • When a customer transfers from one location to another, does the CIS have the ability to transfer unpaid charges and deposits to the new account? • Does the system keep a detailed account service and payment history? If so, for what duration? 3.2.3 SUBMITTAL-Section 3: System Integrations. Provide general integration capabilities and approaches, as well as the following information: • List of existing work order/asset management, inventory, financial, and AMI/MDM system integrations • Workflow processes managed by current work order/asset management, inventory, financial, and AMI/MDM system integrations (bi-directional, data dumps, etc.) • Flow diagram of ideal integration set-up between CIS, work order/asset management, and AMI/MDM systems • List of any work order/asset management, inventory, financial, and AMI/MDM system integrations that were problematic and discuss the issues • Information regarding integration with Kamstrup Water Metering AMI (the CIS must be compatible and integrate with the application) • Information regarding any integration capabilities with Tyler Technologies’ New World system • Integration capabilities with ArcGIS systems (what data can be exchanged; can the GIS data, such as road names, be seen within the CIS; etc) • Brief description of integration capabilities with IVR systems, outage management systems, afterhours systems, customer message systems (text and email), and bill printing platforms • Identification of any third-party applications or modules recommended and/or needed to aid system functionality, along with integration specifics between systems 3.2.4 SUBMITTAL-Section 4: Data Migration. Provide the following information: • Data migration plan to extract and incorporate MCWD current and historical customer/account information and billing information from Huntsville Utilities’ SAP customer information system • Importing/exporting solutions between system and County’s New World financial system RFQ – CIS and Billing System 6 of 8 Pages • Data exporting capabilities into standard formats, such as Excel, Word, and Adobe, as well as any additional file formatting specifications • Any recommended migration steps needed to aid system functionality 3.2.5 SUBMITTAL-Section 5: Software Security Provisions. The proposed software package must support confidentiality and operate with high security standards. Provide the following information: • Details of redundancy standards to prevent data loss • Description of user permissions/levels (view only, full edit, administrator, etc.) and how those are managed in the system • Details about account security features: protection of customer accounts from unauthorized changes; ability to encrypt sensitive information; mechanisms of access control and authentication; etc. • If encryption is used to protect data, is it on the server or only in the transmission of data? 3.2.6 SUBMITTAL-Section 6: Additional Operation and Maintenance Specifics. Provide the following information: • Software, hardware, and network recommendations/requirements for successful deployment • Software licensing details • Options for system hosting and data storage, including potential cost/benefits associated with each • Description of how often and how system upgrades are performed, including customer notification, typical release implementation/instructions and impacted system availability • Any planned major upgrades or changes to system operating system or application • Typical installation process for a utility the size of MCWD • Performance guarantee and warranty details 3.2.7 SUBMITTAL-Section 7: Implementation, Testing, Training, and Technical Support. As a reminder, in-house billing and account creation will all be new to the Madison County Water Department. Provide the following information: • Brief description of proposed implementation/deployment strategy and support: gap analysis; coordination with current billing agent and county finance department; customer relations/marketing to address new customer bills, payment processes, portal access, etc; policies and procedures plan • Typical training process relating to initial set-up and upgrades, including locations, types of users, and materials supplied • Technical support options during installation, “go-live”, and beyond • Test mode functionality for assessing changes before implementation RFQ – CIS and Billing System 7 of 8 Pages • Identify any specific requirements included in this RFP that have never been implemented or will challenge the ability of the proposed utility billing software solution; describe how these challenges will be addressed 3.2.8 SUBMITTAL-Section 8: Experience and References. Please describe the company’s history of providing the proposed system to water utilities, including the number of water utilities currently using it. Include the following information for five (5) or more references for the proposed system/application (clients with a customer base of 20,000 to 45,000 and similar configurations are preferable): • Utility name and type • Contact name of the individual responsible for the project, title, phone and email • Number of years using system • System components and third-party integrations 3.2.9 SUBMITTAL-Section 9: Additional Information. Provide additional, pertinent information as desired. 3.3 Terms and Conditions. Any costs incurred in the preparation, transmittal, or presentation of the submittal and/or demonstrations will be borne solely by the respondent. All responses and accompanying documentation become the property of the MCWD and will not be returned. This RFQ does not obligate the County to contract for services or products specified herein. The MCWD reserves the right to revise, amend, or cancel the RFQ and to reject any and all responses if it is in the best interest of the County to do so. The County will not be liable for delays in delivery of responses due to handling by the US Postal Service or any other type of delivery service. 4. QUESTIONS. 4.1 Questions regarding the request should be submitted via email to Tim Walker at twalker@madisoncountyal.gov no later than 12:00 PM CST on December 2, 2020. 4.2 Written responses to questions will be provided to all registered vendors. 5. SELECTION CRITERIA AND EVALUATION PROCESS. The following guidelines to evaluate, rank, and prequalify respondents whose products are most advantageous to the MCWD: mailto:twalker@madisoncountyal.gov RFQ – CIS and Billing System 8 of 8 Pages 5.1 Evaluation. A selection committee will be responsible for evaluating and ranking each response using the criteria included in these instructions or addenda. An evaluation criterion is deemed to include any unstated “subcriterion” that might logically be included within the scope of the stated criteria. 5.2 Interviews and Presentations. After reviewing the responses, the committee may request interviews and technical presentations. Madison County reserves the right to evaluate vendors without requesting interviews/presentations. If scheduled, it is anticipated they would be 2-hour appointments in January 2021 at a time convenient for the vendor and the MCWD. 5.3 Ranking Criteria. Each response will be ranked on a 100-point scale using the criteria below. The points will be awarded relative to all responses for each of the criteria. 5.3.1 Completeness and Quality of Response – 10 Points. Compliance with the general and detailed response requirements and clarity of submittal. 5.3.2 Functionality and Suitability – 25 Points. Ability of proposed system to meet the MCWD objectives and functional requirements. 5.3.3 Technology and Integration – 25 Points. Ease of use of the proposed system including customizable features. Ability to integrate with Kamstrup Metering system. Experience integrating with of other referenced third-party software systems. 5.3.4 Support, Security, and Training – 20 Points. Types and availability of support and training. Types of security provisions. 5.3.5 Prior Experience and References – 20 Points. Successful history of the vendor’s ability to provide similar system within the established guidelines. Qualified vendor staff with experience in deployment, integration, and support of water utility operations. Feedback from references. 5.4 Prequalification. Only the top ranked vendors, prequalified through this evaluation/ranking process, will be allowed to respond to a Request for Proposal invitation. 6. SCHEDULE. The MCWD expects the system selection process to generally follow the schedule below: Issue RFQ November 2020 Consider RFQ Responses December 2020 RFQ Interviews January 2021 Site Visits (if possible) January 2021 Identify Prequalified Vendors January 2021 Issue RFP to Prequalified Vendors February 2021 Award Project March 2021