Requests for Proposals for Utility Customer Portal / Customer Engagement Platform Software

CITY OF ROHNERT PARK
City of Rohnert Park
Public Works Department
600 Enterprise Drive
Rohnert Park, CA 94928
(707) 588-3300
Distribution/Advertisement: 4/6/2026
Deadline for Requests for Information: 4/20/2026 by 4:00PM
Deadline for Submittal of Proposals: 5/8/2026 by 4:00PM

The City of Rohnert Park offers the following opportunity:
Utility Customer Portal/Customer Engagement Platform
Software
Project Number: 2019-18
General Description of the Project
The City of Rohnert Park is upgrading its existing potable water distribution system with new meter
infrastructure that will include new water meters and registers and a new City-wide Advanced Metering
Infrastructure (AMI) through Badger Beacon. As part of the capital project, the City is requesting
proposals from qualified vendors for a stand-alone customer portal/customer engagement platform that
provides utility customers with an informational and transactional software application integrated with
Badger Beacon and the City's utility billing system through Tyler Munis. As EyeOnWater is already
available to the City, a determination to utilize a stand-along third-party customer portal/customer
engagement platform is not guaranteed. The purpose of this solicitation is to evaluate the functionality
and benefits of various customer portals in order for the City to make a proper determination on the
best platform for its operations and in service to its customers.
Schedule, Location, Contact
The following schedule has been established and is subject to change based on City needs:
RFP Issuance 4/6/2026
Deadline for Requests for Information: 4/20/2026 by 4:00pm
Deadline for Submittal: 5/8/2026 by 4:00pm
Submit
Proposals
City of Rohnert Park Public Works Department
DIGITALLY to:
Attn: Julian De Anda, City Engineer
600 Enterprise Drive
Rohnert Park, CA 94928
Attn: Julian De Anda, PE
City Engineer
jdeanda@rpcity.org
707-588-3317
Questions regarding this RFP, please direct to: Julian De
Anda at jdeanda@rpcity.org

Request for Proposals
Customer Portal/Customer Engagement Software
Section 1. INSTRUCTIONS TO RESPONDERS
The City of Rohnert Park is requesting responses from qualified vendors through the Request for
Proposal process for providing a customer portal/customer engagement platform for the City's
planned AMI system through Badger Advanced Metering Infrastructure (AMI).
The City reserves the right to accept or reject any or all Proposals, to waive irregularities and/or
informalities and to disregard all non-conforming, non-responsive, unbalanced or conditional
Proposals. The City of Rohnert Park complies with all Equal Opportunity requirements. All qualified
responders will receive consideration without regard to race, creed, color, national origin, sex,
marital status, religion, ancestry, mental or physical handicap or age.
These General Terms and Conditions apply to all Offers made to the City of Rohnert Park (hereafter
"City") by all prospective vendors (herein after referred to as "Responder") regarding City Solicitations
including, but not limited to, Invitations to Proposal, Requests For Proposals, Requests for Quotes,
and Requests For Qualifications (hereafter "Solicitation" or Proposal Solicitation).
A. CONTENTS OF PROPOSAL
1. Responders shall thoroughly read the project requirements and specifications and shall
examine any drawings and documents which may be incorporated into the Proposal
documents.
2. Responders shall make all investigations necessary to thoroughly inform themselves
regarding the minimum qualifications and technical capabilities as required by this RFP.
No plea of ignorance by the Responder of conditions that exist or may hereafter exist as
a result of failure to fulfill the requirements of the contract documents will be accepted
as the basis for varying the requirements of the City or the compensation to the
Responder.
3. Responders are advised that all City contracts are subject to all legal requirements
contained in City Ordinances and State and Federal Statutes governing purchasing
activities.
4. Responders are required to state the exact intentions of their offer to the City via this
Solicitation and must indicate any variances to the terms, conditions, and specifications
of this Solicitation, no matter how slight. If variations are not stated in the Responder's
Offer, it shall be construed that the Responder's Offer fully complies with all conditions
identified in this Solicitation.
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B. CLARIFICATION AND MODIFICATION OF PROPOSAL SOLICITATION
1. Apparent silence or omissions within this Proposal Solicitation regarding a detailed
description of the materials and services to be provided shall be interpreted to mean that
only the best commercial practices are to prevail and that only materials and
workmanship of first quality are to be used.
2. If any Responder contemplating submitting a Proposal under this Solicitation is in doubt as
to the true meaning of the specifications, the Responder must submit a written e-mail
request for clarification to the City's Agent/Contact. The Responder submitting the
request will be responsible for ensuring that the City receives the request by April 20,
2026.
3. Any official interpretation of the Proposal Solicitation must be issued in writing by the
agent/contact of the City who is authorized to act on behalf of the City, or by the City's
Legal Department. The City shall not be responsible for other interpretations offered by
employees of the City who are not authorized to act on behalf of the City for this project.
4. If necessary, the City may issue a written addendum to clarify or inform of substantial
changes which impact the technical submission of Proposals. Addenda will be posted to
the website (https://www.rpcity.org/bids.aspx), and it is the Responder's responsibility to
download addenda. The Responder shall certify its receipt of the addendum by signing the
addendum and returning it with its Proposal. In the event of a conflict with the original
Proposal Solicitation documents, addenda shall supersede all other documents to the
extent specified. Subsequent addenda shall govern over prior addenda only to the extent
specified.
C. PRICING, COLLUSION, AND TAXES
1. Current Prices. Proposal pricing must be fixed and firm unless stated otherwise in the RFP
Solicitation.
2. Discounts. Discounts shall not be considered in determining the lowest net cost for
Proposal evaluation purposes. Payment terms shall be as set forth in any contract
executed between the City and the Responder. Payment by the City is deemed to be made
on the date of the mailing of the check, or as otherwise set forth in any contract executed
between the City and the Responder.
3. Collusion. The Responder, by affixing its signature to this Proposal, certifies that its
Proposal is made without previous understanding, agreement, or connection either with
any persons, or entities offering a Proposal for the same items, or with the City. The
Responder also certifies that its Proposal is in all respects fair, without outside control,
collusion, fraud, or otherwise illegal action. To ensure integrity of the City's public
procurement process, all Responders are hereby placed on notice that any and all
Responders who falsify the certifications required in conjunction with this section shall be
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Customer Portal/Customer Engagement Software
prosecuted to the fullest extent of the law.
4. It shall be understood and agreed that Proposal Offers submitted by persons and entities
are done so independently of any other offers, and that Responders will not knowingly
participate in solicitations where there exists a conflict of interest with their entity and a
member of City staff or their immediate family.
5. Taxes. Responders should include Federal, State and applicable local sales taxes in
Proposal prices, as pricing shall be all-inclusive in offering to the City of Rohnert Park.
D. PREPARATION AND SUBMISSION OF PROPOSAL
1. The Proposal must be provided to the City electronically to the City's point of contact,
Julian De Anda at jdeanda@rpcity.org, prior to the submittal deadline.
2. Proposals must contain a manual signature of an authorized agent of the Responder. If
the Responder or its lawful agent fails to sign the Proposal, its Proposal shall be
considered non-responsive and ineligible for award.
3. Pricing shall be provided by the Responder to include, at a minimum:
a. Annual licensing cost for the solution over a period of three (3) years and
maximum annual licensing adjustments for periods beginning year four (4).
b. Any associated integration, setup, or configuration charges to be applied by the
Vendor associated with linkages of the customer portal to Tyler Munis.
c. Hourly fees charged by the responding vendor for services and support outside of
the proposed scope of work contained within the response.
4. The delivery and/or completion date(s) provided by the Responder, if required, must be
stated in calendar days, following receipt of order/contract or official notice to proceed.
5. All information and supplemental documentation required in conjunction with this
Proposal shall be furnished by the Responder with its Proposal. If the Responder fails to
supply any required information or documents, the City, in its sole discretion, may
consider the Proposal non-responsive.
6. The accuracy of the Proposal is the sole responsibility of the Responder. No changes in
the Proposal shall be allowed after the submission deadline, except when the Responder
can show clear and convincing evidence that an unintentional factual mistake was made,
including the nature of the mistake and the price actually intended.
7. The Proposal shall be submitted in pdf format via email with the subject line to read "RFP
2019-18 Response" along with the business name of the Responder.
8. Offers in response to formal Proposal Solicitations will not be accepted by facsimile or
hard copy. Only signed written offers submitted electronically will be considered
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responsive, and eligible for possible award. Responders shall provide Proposal Statement
of Work/Technical Offer Section, Special Conditions, Specifications, References, Pricing
and any other mandatory submittals with the Proposal.
9. Responders who qualify their Proposals by including alternate contractual provisions
should be aware that the City does not negotiate the terms of its contracts and will
ordinarily declare such Proposals non-responsive. Once Proposals have been received,
the City shall not consider any subsequent submissions of alternate terms and conditions.
10. Insurance certificates are required after a Notice of Award has been issued. Costs for
additional coverage must be accounted for in the Responder's proposal cost.
11. Proposals received after the submission due date and time prescribed for the solicitation
shall not be considered.
E. VENDOR APPLICATION AND RETENTION ON RESPONDERS' LIST
The City does not maintain a Responder's list.
F. MODIFICATION OR WITHDRAWAL OF LEGITIMATE OFFERS
1. Responder offers may be modified in the form of an official written notice submitted
electronically and must be received prior to the due time and date set forth the Proposal
Solicitation. Each modification submitted must have the Responder's name and return
address and the applicable Solicitation Number and title clearly marked on the electronic
communication. If more than one modification is submitted, the modification bearing the
latest date of receipt by the City will be considered the valid modification.
2. Proposals may be withdrawn prior to the due time and date set for the Solicitation,
provided it is in the form of an official, authorized written request submitted
electronically.
3. Proposals may not be modified or withdrawn after the due date and time set for the
Proposal opening for a period of ninety (90) calendar days. If a Proposal is modified or
withdrawn by the Responder during this ninety (90) day period, the City may, at its option,
place the Responder on suspension and may not accept any further Proposals from the
Responder for a period set by the City following the Responder's modification or
withdrawal of its Proposal. The City may reject an offer, in whole or in part, as set forth in
the City of Rohnert Park Municipal Code and the City's Procurement Manual.
G. EVALUATION OF OFFERS
1. Offers shall be evaluated based upon their responses to the questions and requests for
information in this Proposal Solicitation and based upon whether and to what degree they
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Customer Portal/Customer Engagement Software
comply with the instructions set forth herein. Thoroughness, accuracy, veracity, and
professionalism in the responses shall be taken into account.
2. The City may, in its sole and absolute discretion:
a. Reject any and all, or parts of any or all, Proposals submitted by prospective
Responders;
b. Re-advertise this Solicitation;
c. Postpone or cancel the Proposal process for this Solicitation;
d. Waive any irregularities or technicalities in proposals received in conjunction with
this Solicitation;
e. Determine the criteria and process whereby Proposals are evaluated and awarded.
3. A Proposal may not be accepted from, nor any contract be awarded to, any person or entity
which is in arrears to the City upon any debt or Contract or which is in default as surety
or otherwise upon any obligation to the City.
4. No Contract shall be awarded to any person or entity which has failed to perform faithfully
any previous contract with the City, the State or Federal government for a minimum period
of one (1) year after said previous Contract was terminated for cause.
5. A Proposal may not be accepted from, nor any Contract awarded to, any person or entity
which has pending litigation against the City at the date and time of the Proposal
submission.
H. AWARD OF CONTRACT
1. The City's Agent/Contact is authorized to handle initial contacts regarding any protest of
the solicitation or award of a City contract, or any claim arising out of the performance of
a City contract, with the City Manager's approval. Any actual or prospective Responder
or Vendor who has a grievance in connection with the solicitation or award of a contract
shall first seek resolution of the matter with the City's Agent/Contact.
2. If the City Manager or City designee does not, within thirty (30) days after receiving a
protest, or within such longer period as may be agreed upon by the parties, issue a written
decision on the protest or make a determination that award of the contract is necessary,
the protest shall be considered denied.
3. By law, the City reserves the right to accept or reject any or all proposed Proposals, or any
combination of them, and to waive any informality or irregularity in the Proposal.
4. Successful Responders shall comply with all local, state, and federal directives,
ordinances, rules, orders, and laws as applicable to, and affected by, the Proposal.
5. No Responder shall be excluded from consideration for award in conjunction with this
solicitation on the basis of race, color, creed, national origination, handicap or sex, or be
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Customer Portal/Customer Engagement Software
subjected to discrimination under any contractual award administered by the City.
L. CONTRACTUAL OBLIGATIONS
In order to ensure the efficient utilization of public funds, successful Responders shall comply
with all contractual obligations contained in the final services agreement along with associated
attachments or exhibits and the commitments of the Vendor as articulated in its response to this
solicitation.
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Section 2. STATEMENT OF WORK
1. GENERAL
The City of Rohnert Park operates a water distribution, wastewater collection and
treatment system and bills customers on a monthly basis. The City has current number of
customers as follows:
Customer Type Quantity of Meters
Residential 9,258
Commercial 917
Multi-family 490
Recycled Water 74
Other 92
Total 10,831
The purpose of this project is to provide an integrated customer portal to provide City
utility customers with access to their City of Rohnert Park water usage information on a
near real-time basis, allowing them to set limits for notification of abnormal or unusual
water usage and to view their usage and usage patterns, estimate their monthly bill based
on leakage or seasonal changes in water usage and to engage the customer to manage
and wisely use water resources. The proposed solution will require integration
functionality between Badger Beacon for meter usage data and with TylerMunis for billing
data.
RESPONSE REQUIREMENTS
A. The proposal shall include as a minimum: Detailed Scope of Services and
Customer Portal capabilities and include the following:
* Describe how user consumption comparisons with the City will be
preloaded and how messaging will be controlled
* Describe solution analytics capabilities
* Describe updates and upgrades (Impacts to Licensing Fees)
* Provide examples of past experience with Tyler Munis integration.
* Describe interface and integration process and latency of data
from source to portal
* Describe in detail the cyber-security measures in place to protect
the network, equipment, software, and customer data and provide
compliance with, but not limited to, ISO/IEC 27017 and ISO/IEC
27018
* Describe the data security in place to prevent and, in the instance
of occurrence, recover from cyberattacks and threats such as
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Customer Portal/Customer Engagement Software
ransomware attacks.
* Describe any failover and disaster recovery provisions built into the
system architecture.
* Describe server and network monitoring measures, backup
process, and disaster recovery solution/plan that will be provided
to the utility. Please describe in the comments section any details
on system monitoring, backup, and recovery that will be provided.
* Detail any required uptime and/or Service Level Agreement (SLA)
for outage notification, management, and any targets or ticketing
system in place.
* Detail any user permissions, access management, and device
authentication protocols in place to prevent malicious or
inauthentic access to the system.
* Describe the process for releasing and applying upgrades, bug
fixes, and patches and share procedures in place to ensure these
releases are fully tested and validated prior to release.
B. Cost of Service- Provide breakdown of implementation costs and annual
subscription and support costs.
C. Proposed Program Implementation Plan including:
* Customer outreach and signup plan with responsibilities and
expectations of owner
* Program success targets (provide a list of specific, measurable, and
relevant milestones)
* Provide targeted information on the availability and value of using
the Customer Portal to 100% of the Customers
* Propose a target participation rate based on previous experience
with similar programs
D. Sample End User License Agreement
2. VENDOR/SOLUTION REQUIREMENTS (Note any exceptions to the requirements in your response)
1. The Vendor shall develop, implement and provide a web-based application that
provides access to the customer's individual hourly water usage data through
Badger hosted fixed network solution, current bill balance information from the
City's utility billing system (Tyler Munis v2024.4.0) provides personalized outgoing
communications and alerts through emails, text messages, and voice messages
and is mobile device friendly.
2. Vendor shall have the ability to work with the City's existing online and electronic
payment provider to implement a Single Sign On (SSO) using SAML2.0 or
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