City of Seattle
Questionnaire
RFI - City of Seattle Utilities Customer Service System
1479146A
Project Questions
1
Provide an overview of your organization and summary of qualifications
Type: fileUpload
2
Please reference and respond to the six (6) Customer Experience User Stories in Section 3.2
Type: fileUpload
Elements of this response will be scored or ranked by the Evaluation Committee.
3
Please reference and respond to the eight (8) Technical User Stories in Section 3.3
Type: fileUpload
4
Based on your experience implementing customer service platforms for utility organizations, please describe the typical costs, implementation approach, resource requirements, and timeline associated with deploying your solution. Include licensing and subscription costs, implementation services, integrations, data conversion, training, ongoing support, and any optional modules or services. Identify key assumptions and variables that may affect overall project cost and duration
Type: fileUpload
5
Please describe how your organization supports utilities through organizational change management during implementation and deployment of your solution. Include your approach to communications, stakeholder engagement, change impact assessments, executive sponsorship, training development and delivery, end-user adoption, and ongoing support. Provide examples from comparable utility customer service system implementations.
Type: fileUpload
6
Recognizing that the user stories may not capture all capabilities available in today's market, please provide information regarding additional solution functionality, product roadmap items, industry-leading practices, implementation considerations, artificial intelligence capabilities, customer engagement tools, analytics, reporting, integrations, or other differentiators that would assist the utility in understanding the full value and potential of your solution.
Type: fileUpload