RFP 2026-008 Customer Information System Replacement Project

Background
Union County, North Carolina, established in 1842, is located in the south-central portion of the state, adjacent to Charlotte/Mecklenburg County and bordering South Carolina. The County spans approximately 643 square miles and serves an estimated population of 263,386 residents. Union County provides a wide range of services, including public safety, water and wastewater utilities, sanitation, human services, cultural and recreational activities, and general government administration.

Union County Water (UCW) is a department of Union County Government and operates as a self-supporting enterprise funded by water and wastewater rates and fees—not tax dollars. UCW is soliciting proposals to modernize its Customer Information and Utility Billing (CIS/UB) environment to improve operational efficiency, data accuracy, and customer service.

Work Details
The selected vendor will provide software and professional services including implementation, configuration, data migration and conversion, integration development, training, documentation, and long-term support. Key objectives include:
- Improving operational effectiveness through a customer-facing online portal;
- Strengthening real-time integration between key operational systems;
- Implementing robust data validation capabilities;
- Enhancing workflows through process automation;
- Increasing staff productivity by eliminating redundant tasks.

The scope includes core CIS/UB modules such as Customer Account Management, Billing and Payment Processing, Service Order Management, Online Customer Portal integration with existing systems like Tyler Munis (ERP), ESRI (GIS), data migration from legacy systems (Harris NorthStar), training and support.

Period of Performance
The anticipated implementation activities would begin in calendar Q2 2026 with potential phase start dates to be provided by offerors in their proposals.

Place of Performance
Union County, North Carolina.

Bidder Requirements
Proposers must demonstrate experience with similar CIS/UB software implementations. They are encouraged to establish partnerships to fulfill all requirements defined by the RFP. Each proposal must include completed copies of required documents such as cost proposals and functional requirements matrices.