AWWU Billing Software Addendum 1

Mayor Suzanne LaFrance
Municipality of Anchorage
-- Purchasing Department --
August 17, 2026
REQUEST FOR PROPOSAL
RFP 2026P044
Anchorage Water and Wastewater
Provide Customer Information Billing System Replacement
The Municipality of Anchorage is an equal opportunity employer.
Enclosed is pertinent information for use in preparing your proposal.
Pre-Proposal Conference: 2PM Local Time, August 31, 2026
Site Visit: N/A
Questions Due: 12PM Local Time, September 1, 2026
Proposals Due: 12PM Local Time, October 1, 2026
Electronic Submission through BidExpress at or
submission through Sealed Envelope with ONE SIGNED ORIGINAL, single sided, unbound, of your
proposal and, a flash-drive containing a PD BFi dc oEpxyp roefs st h::e M cuonmicpipleatlei typ roofp Aosnaclh, oirnacglued ing
attachments must also be provided.
If applicable, the phone number to call into the Pre-Bid Conferences is 907-343-6089.
Conference lines are opened 5 minutes prior to the Pre-Bid Conference times. To attend
meetings in person, you may do so at 632 W. 6th Avenue, Suite 520, Anchorage, AK 99501. FOR
AUXILIARY AIDS, SERVICES, OR SPECIAL MODIFICATIONS TO PARTICIPATE PLEASE CONTACT THE
PURCHASING DEPARTMENT TO REQUEST REASONABLE ACCOMMODATIONS AT 907-343-4590;
OR wwpur@muni.org
For further information contact Purchasing at (907) 343-4590 or email wwpur@muni.org. All
correspondence should include the RFP number and title.
The Municipality of Anchorage reserves the right to reject any and all proposals and to waive
any informalities in procedures.
Sincerely,
Kim Ovsepyan
Deputy Purchasing Officer
632 West 6th Ave., Suite 520 | Mail: P.O. Box 196650 | Anchorage, Alaska 99519-6650 | www.muni.org | Phone: 907-343-4590

The Municipality of Anchorage Purchasing Department is pleased to announce that
we have begun using the Bid Express(R) service at www.bidexpress.com.
Electronic bid submission:
* allows for digitally-signed bids
* eliminates costs for delivery of bid packages
* provides error checking and alerts to omissions before submission
* easily accommodates last-minute changes and price cuts
* automates email notifications to alert vendors of solicitation postings and
solicitation changes
If you are not a current user, please register for a free vendor account to reference the
Municipality of Anchorage's upcoming advertisements.
For more information about the service, please refer to the Bid Express service's
Knowledge Center here to get started.
For technical assistance, please call the service's Customer Success team at 888-352-
2439, available Monday - Friday from 7:00 am - 8:00 pm (EST). You can also email them
at bidexpress.support@infotechinc.com.
Additional information and notices of solicitation opportunities will be posted on the
Purchasing webpage at Muni.org.
RFP 2026P044
Customer Information System Replacement
Page 1 of 24

Table of Contents
1.0 GENERAL INFORMATION ................................................................................................................. 3
1.1 Purpose ............................................................................................................................................ 3
1.2 Background ..................................................................................................................................... 3
1.3 Questions ........................................................................................................................................ 4
1.4 Preparation Costs ........................................................................................................................... 5
2.0 RULES GOVERNING COMPETITION ............................................................................................ 5
2.1 Examination of Proposals ............................................................................................................ 5
2.2 Proposal Acceptance Period ........................................................................................................ 5
2.3 Proposal Format ............................................................................................................................ 5
2.4 Signature Requirements ................................................................................................................ 5
2.5 Proposal Submission Requirements ............................................................................................ 6
2.6 News Releases ................................................................................................................................ 7
2.7 Disposition of Proposals .............................................................................................................. 7
2.8 Oral Change/Interpretation ......................................................................................................... 7
2.9 Modification/Withdrawal of Proposals ...................................................................................... 7
2.10 Late Submissions ......................................................................................................................... 7
2.11 Rejection of Proposals ................................................................................................................ 7
2.12 Equal Employment Opportunity Contract Compliance ....................................................... 8
2.13 Confidential/Proprietary Information ...................................................................................... 8
3.0 SCOPE OF WORK.................................................................................................................................... 9
3.1 Company Overview ....................................................................................................................... 9
3.2 Project Overview ......................................................................................................................... 11
3.3 Project Objectives ........................................................................................................................ 13
3.4 Technology: Current State .......................................................................................................... 15
4.0 PROPOSAL AND SUBMISSION REQUIREMENTS .................................................................... 15
4.1 Title Page ....................................................................................................................................... 16
4.2 Table of Contents ........................................................................................................................ 16
4.3 Letter of Transmittal (Limited to two (2) pages)..................................................................... 16
4.4 Evaluation Criteria ....................................................................................................................... 16
5.0 EVALUATION CRITERIA AND PROCESS ................................................................................... 23
5.1 Evaluation Criteria Weighting .................................................................................................... 23
5.2 Evaluation Process....................................................................................................................... 23
6.0 SELECTION PROCESS ........................................................................................................................ 23
7.0 SAMPLE CONTRACT ........................................................................................................................... 24
8.0 ATTACHMENTS..................................................................................................................................... 24
RFP 2026P044
Customer Information System Replacement
Page 2 of 24

1.0 GENERAL INFORMATION
1.1 Purpose
The purpose of this Request for Proposals (RFP) is to solicit qualified vendors to
provide a modern, secure, scalable, and fully integrated Customer Information
System (CIS) solution and associated professional services for Anchorage Water
and Wastewater Utility (AWWU). AWWU intends to replace its existing legacy CIS
environment with a configurable platform that supports customer service, billing,
meter data integration, payment processing, collections, reporting, customer
engagement, and future AMI and digital initiatives.
The selected vendor will provide software licensing or subscription services,
implementation and project management services, system integration, data
migration, testing, training, development and stabilization support, and ongoing
maintenance and support services. Vendors may propose hosting and deployment
options consistent with the scope and requirements outlined in this RFP.
Through this procurement, AWWU seeks a qualified implementation partner with
demonstrated utility industry experience and a proven delivery methodology
capable of improving operational efficiency, enhancing the customer experience,
streamlining business processes, reducing reliance on manual workarounds and
customizations, and supporting the Utility's long-term technology strategy.
The anticipated contract term will begin upon contract award and continue through
implementation, post-go-live stabilization, and ongoing support, with optional
renewal periods for continued maintenance, hosting, and support services.
1.2 Background
Anchorage Water and Wastewater Utility (AWWU) is a department of the
Municipality of Anchorage (MOA) and provides water and wastewater services
across an expansive and diverse arctic territory that covers three distinct
geographic regions within the Municipality: Anchorage Bowl, the Northern
Communities (Eagle River, Chugiak, and Eklutna), and the Girdwood Valley.
AWWU's water service area covers approximately 130 square miles, while its
wastewater service area encompasses nearly all developed areas within all three
geographic regions. To support these services, AWWU manages approximately
1,800 miles of underground water and sewer infrastructure and serves nearly
300,000 residents.
RFP 2026P044
Customer Information System Replacement
Page 3 of 24

AWWU's current Customer Information System (CIS) was implemented in 2005
and supports customer service and billing operations for approximately 60,000
active customer accounts. The CIS provides critical data and functionality to
multiple divisions, including Customer Service, Operations and Maintenance,
Treatment, Engineering, and Finance, and integrates with several enterprise
systems, including IBM Maximo, SAP, and the Utility's Geographic Information
System (GIS).
Over time, the current CIS has become increasingly dependent on custom web
service interfaces, reports, workflows, and manual processes to address
limitations in core functionality. While these customizations have enabled the
system to meet evolving business needs, they have increased system complexity,
created ongoing support and maintenance challenges, limited automation
capabilities, and constrained both employee and customer self-service
functionality. As a result, the existing platform no longer adequately supports
AWWU's long-term operational, technological, and customer service objectives.
To evaluate future business and technology needs, AWWU, with the assistance of
Whitlock Consulting Group, recently completed a comprehensive Needs
Assessment of its customer service, billing, and supporting business processes.
The assessment identified significant functional and technical gaps within the
current CIS environment and confirmed the need for a modern, integrated solution
capable of supporting current operations and future growth.
This procurement supports AWWU's Strategic Plan and its objectives to modernize
the Utility's digital capabilities, expand customer self-service options, improve
operational efficiency, and optimize business processes and tools for staff. AWWU
seeks a modern, secure, scalable, and configurable CIS platform that will improve
data quality, increase automation, strengthen integration across enterprise
systems, enhance customer experience, and provide the flexibility necessary to
meet evolving business, regulatory, and organizational requirements.
1.3 Questions
Any questions regarding this Request for Proposal are to be submitted in writing
via: wwpur@muni.org
For ease of identification please identify the RFP number in the subject line of any
correspondence.
Purchasing Office hours of operation are: 8:00 a.m. to 5:00 p.m. local time Monday
through Friday, excluding Municipal holidays. All questions must be received prior to
the deadline indicated on the RFP cover letter.
RFP 2026P044
Customer Information System Replacement
Page 4 of 24

1.4 Preparation Costs
The Municipality will not be responsible for proposal preparation costs, nor for costs
including attorney fees associated with any (administrative, judicial, or otherwise)
challenge to the determination of the highest ranked Proposer and/or award of
contract and/or rejection of proposal. By submitting a proposal each Proposer agrees
to be bound in this respect and waives all claims to such costs and fees.
2.0 RULES GOVERNING COMPETITION
2.1 Examination of Proposals
Proposers should carefully examine the entire RFP and any addenda thereto, and
all related materials and data referenced in the RFP. Proposers should become fully
aware of the nature of the work and the conditions likely to be encountered in
performing the work.
2.2 Proposal Acceptance Period
Award of this proposal is anticipated to be announced within 120 calendar days,
although all offers must be complete and irrevocable for 180 calendar days following
the proposal due date.
2.3 Proposal Format
Proposals are to be prepared in such a way as to provide a straightforward, concise
delineation of the Proposer's capabilities to satisfy the requirements of this RFP.
Emphasis should be concentrated on
1) conformance to the RFP instructions.
2) responsiveness to the RFP requirements.
3) completeness and clarity of content.
2.4 Signature Requirements
All proposals must be signed (electronically through BidExpress or manually/
DocuSign) by an officer or other agent of a corporate vendor if authorized to sign
contracts on its behalf; a member of a partnership; the owner of a privately-owned
vendor; or other agent if properly authorized by a power of attorney or equivalent
document. Signature on the "Letter of Transmittal" (See Paragraph 4.3) will meet this
requirement.
Failure to sign the Proposal is grounds for rejection. The name and title of the
individual(s) signing the proposal must be clearly shown immediately below the
signature.
RFP 2026P044
Customer Information System Replacement
Page 5 of 24

2.5 Proposal Submission Requirements
2.5.1 Electronic Submission through BidExpress
2.5.1.1
Bid Express :: Municipality of Anchorage
(OR)
2.5.2 Submission through Sealed Envelope
2.5.2.1
ONE ORIGINAL, single sided unbound copy of the proposal must
be received by the Municipality prior to the date and time
specified in the cover letter.
2.5.2.2
IN ADDITION to the copies required by paragraph 2.5.2.1 above,
provide a flash drive containing a PDF copy of the complete
proposal, including attachments.
2.5.2.3
All copies of the proposals shall be submitted in a single sealed
cover which shall be plainly marked as a Request for Proposal
Response with the Number and Title prominently displayed on
the outside of the package.
2.5.2.4
Proposals must be delivered or mailed to:
Physical Address
Municipality of Anchorage
Purchasing Department
632 W. Sixth Avenue, Suite 520
Anchorage, AK 99501
2.5.2.5
Unaccepted Submission Formats
Faxed or emailed proposals will NOT be accepted.
RFP 2026P044
Customer Information System Replacement
Page 6 of 24

2.6 News Releases
News releases by or on the behalf of any Proposer pertaining to the award resulting
from the RFP shall not be made without prior written approval of the Municipal
Purchasing Director.
2.7 Disposition of Proposals
All materials submitted in response to this RFP will become the property of the
Municipality of Anchorage. One copy of the submitted material shall be retained for
the official files of the Purchasing Department and will become public record after
award of the Contract.
2.8 Oral Change/Interpretation
No oral change or interpretation of any provision contained in this RFP is valid
whether issued at a pre-proposal conference or otherwise. Written addenda will be
issued when changes, clarifications, or amendments to proposal documents are
deemed necessary by the Municipality.
2.9 Modification/Withdrawal of Proposals
A Proposer may withdraw a proposal at any time prior to the final submission date
by sending written notification of its withdrawal, signed by an agent authorized to
represent the agency. The Proposer may thereafter submit a new proposal prior to
the final submission date; or submit written modification or addition to a proposal prior
to the final submission date. Modifications offered in any other manner, oral or written
will not be considered. A final proposal cannot be changed or withdrawn after the
submission date, except for modifications requested by the Municipality after the date
of receipt and following oral presentations.
Modifications to electronically-submitted proposals may be made any time prior to
the proposal deadline using BidExpress.
2.10 Late Submissions
PROPOSALS NOT RECEIVED BY THE DATE AND TIME AND AT THE
LOCATION SPECIFIED IN THE RFP COVER LETTER WILL NOT BE
CONSIDERED AND WILL BE RETURNED UNOPENED.
2.11 Rejection of Proposals
The Municipality of Anchorage reserves the right to reject any or all proposals if
determined to be in the best interest of the Municipality.
RFP 2026P044
Customer Information System Replacement
Page 7 of 24

2.12 Equal Employment Opportunity Contract Compliance
2.12.1
Every municipal contract shall include language substantially the same as the
following: "The contractor will not discriminate against any employee or
applicant for employment because of race, color, religion, national origin,
ancestry, age, sex, sexual orientation, gender identity, marital status, or physical
or mental disability. The contractor will comply with all laws concerning the
prohibition of discrimination including, but not limited to, Title 5 and Title 7 of the
Anchorage Municipal Code."
2.12.2
Every municipal contract shall state, in all solicitations or advertisements for
employees to work under the contract, that all qualified applicants will receive
consideration for employment without regard to race, color, religion, national
origin, ancestry, age, sex, sexual orientation, gender identity, marital status, or
physical or mental disability.
2.13 Confidential/Proprietary Information
The content of proposals will be kept confidential until the selection of the Contractor
is announced. At that time, the selected proposal is open for review to the competing
proposers only (except for information properly identified as being proprietary). After
the award of the contract, all submitted proposals shall become public information
except for properly identified proprietary information. If a proposer wishes individual
pages, which contain actual business, proprietary information to be held confidential,
each page must be marked and an explanation furnished of its proprietary nature. In
addition to marking individual pages, the Proposal's Cover must also be annotated
with the words "THIS PROPOSAL CONTAINS PROPRIETARY INFORMATION".
"Confidential and Proprietary" information is not meant to include any information
which, at the time of disclosure, is generally known by the public and/or competitors.
MOA's ability to treat information submitted as confidential is limited by Anchorage
Municipal Code. Proposers concerned with the confidentiality of information
submitted should familiarize themselves with the following Anchorage Municipal
Code provisions:
AMC 3.90 Access to Public Records
AMC 3.90.010 Policy
AMC 3.90.020 Definitions
AMC 3.90.030 Information Available to the Public
AMC 3.90.040 Exemptions for Particular Records
RFP 2026P044
Customer Information System Replacement
Page 8 of 24

3.0 SCOPE OF WORK
3.1 Company Overview
3.1.1 About Anchorage Water & Wastewater Utility (AWWU)
Anchorage Water & Wastewater Utility (AWWU) is a department of the Municipality
of Anchorage that provides both water and wastewater utility services, with each
utility regulated independently. AWWU provides essential water and wastewater
services throughout the municipality to approximately 60,900 residential and 3,800
commercial and industrial customers, while the Wastewater Utility supports
approximately 62,000 residential and 4,000 commercial and industrial customers.
AWWU has close to 300 employees who operate its treatment plants and other
facilities. The Utility's core purpose is to safeguard the public health and the
environment - which is accomplished with AWWU's infrastructure, financial
resources, and most importantly our dedicated employees.
The Utility's current Customer Information System (CIS), the Hansen Banner
platform, supports meter to cash functions but has reached technological and
operational limitations that constrain integration capabilities, reporting, scalability,
and customer experience, as outlined in the CIS RFP background section.
Replacing the existing CIS is a key component of AWWU's strategic plan, aimed
at enhancing operational efficiency, strengthening analytics, enabling expanded
digital self-service options, and improving overall service delivery across all
divisions of the utility. This initiative supports AWWU's long-term commitment to
reliable utility service, sustainable growth, and improved customer engagement.
RFP 2026P044
Customer Information System Replacement
Page 9 of 24