Customer Billing, Payment and Engagement Solution

Background
The Hillsborough County Water Resources Department is seeking proposals from experienced and well-qualified firms to provide an electronic payment receipt system. This initiative aims to enhance the processing of customer payments through various channels, including online credit card payments, e-Checks, mobile, text, digital wallets, and retail payment solutions. The goal is to improve customer engagement and generate revenue while providing a self-service customer portal with features such as live chat and communication management.

Hillsborough County serves approximately 715,883 residents and manages over 230,000 devices for water services.

Work Details
The contractor will provide all labor, materials, equipment, and support for the following services:
1. An electronic payment receipt system that processes customer payments through multiple channels (credit cards, e-Checks, mobile payments).
2. Bill print and mail services including redesign options.
3. A customer portal enabling self-service functionalities such as bill viewing, payment arrangements, and communication management features.
4. Interactive Voice Response (IVR) system for payment processing with real-time transaction capabilities.
5. A mobile application available on Android and Apple stores that mirrors the customer portal's features.
6. Integration with Hillsborough County's Customer Information System (CIS) for real-time updates on payments and account status.
7. Compliance with security standards including PCI DSS for payment processing.
8. Daily reporting on transactions and settlement information.

Period of Performance
The contract will be executed over a five-year period starting from the go-live date, anticipated to be no later than October 2026.

Place of Performance
Services will be performed within Hillsborough County, Florida.

Bidder Requirements
Bidders must demonstrate successful experience in providing similar services to utilities or government customers. They must comply with insurance requirements as specified in the RFP and adhere to cybersecurity standards set by Hillsborough County.