Utility Payment Ecosystem, Notification, Customer Communication, and Enterprise Integration Services

The City of Santa Fe (“City”) is seeking proposals from qualified firms to provide a secure, scalable, integrated utility payment ecosystem supporting utility billing operations, customer payment services, customer communications, treasury operations, financial reconciliation, and enterprise system integration.

The City intends to procure a synchronized utility payment environment that supports operational coordination between customer payment channels, customer communication platforms, banking institutions, cashiering operations, utility billing systems, and financial management systems.

The selected contractor shall provide all labor, software, hosting, implementation services, integration support, configuration, testing support, training, production deployment assistance, documentation, and ongoing operational support necessary to deliver a fully integrated and operational solution.

The City seeks a solution that improves customer accessibility while maintaining strong operational controls, reconciliation capability, auditability, payment lifecycle visibility, and synchronization across all integrated systems.

Following implementation of the selected Offeror’s billing software solution, the City intends to evaluate and expand the use of the solution, as appropriate, across other City departments and operations where payment processing, transaction management, or related services are required. The selected solution should therefore be scalable and adaptable to support future Citywide implementation and integration needs.

The City currently operates a municipal utility environment involving utility billing, customer service, collections, cashiering, treasury, and financial operations across multiple enterprise systems and customer interaction channels.

The City’s operational environment includes, or is anticipated to include, integration with:
• Tyler Munis Cashiering
• Tyler Munis Financials / General Ledger
• Advanced Utility Systems (AUS) / Advanced Billing
• Cloud-based customer contact center solutions including Genesys Cloud, Zoom Contact Center, and Five9
• Banking and treasury operations involving Wells Fargo