HomeMy WebLinkAbout26 - Instructions - Bozeman Utility Billing Software Services & Implementatiion RFPCity of Bozeman
Functional Requirements
Please use the descriptions below to complete columns E - H on the subsequent tabs.
Column
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Response Key - Column E: Response
Available Response
Y
Y-WC
N
Response Key - Column G: Phase
Available Response
1
2
X
Indicates input cell for Respondent to supply information.
Header
Req #
Functional Area
Process
User Story Requirement
Response
Module / System
Phase
Comment
Description
Requirement is met by proposed solution, either out of the box or through configuration. All requirements marked "Y" constitute a binding commitment that the Respondent’s proposed solution
will deliver the described functionality as part of the implementation services included in the Respondent’s fixed‑fee price.
Requirement is principally and materially met, but with minor, defined limitations, dependencies, or exceptions. Respondent must describe all conditions and impacts in the Comments field
that prevent the requirement from being a "Y" response. This response signifies that the Respondent can and will deliver the requirement as part of the contracted implementation scope
and within the fixed‑fee price, subject only to the specific conditions explicitly disclosed in the Respondent’s written response.
Requirement cannot be met by the proposed solution.
Description
The Respondent proposes delivering the Requirement the first go-live phase. If the proposed project is full "big bang" implementation, all requirements would be Phase 1.
The Respondent proposes delivering the Requirement the second go-live phase. For example, a project that proposes Financials go-live first, followed by HCM would have the Financials
Requirements as a "1" and the HCM Requirements as a "2." The effort to deliver Phase 2 shall be included in the fixed fee price.
The Respondent proposes delivering the Requirement during a subsequent phase. The effort to deliver Phase X shall be included in the fixed fee price.
Description
Requirement number
The functional areas described in the Process Scope of the RFP
The specific process area within a Functional Area
Specific requirement the City has for the new ERP system
Respondent replies with its ability to meet the requirement
The module or system (within the ERP or a third-party system) that will meet the requirement
Anticipated phase in which requirement will be met
For the Respondent to provide additional context or clarification as needed. For responses of Yes - With Conditions (Y-WC) a comment is required to explain the condition.
Attachment 2.1 - Functional Requirements
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Functional Area
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Customer - Property File
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Solid Waste
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Water / Wastewater & Stormwater
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Billing
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Special Assessments
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Service Requests
Process
Property / Service Location Management
Property / Service Location Management
Property / Service Location Management
Property / Service Location Management
Property / Service Location Management
Property / Service Location Management
Property / Service Location Management
Property / Service Location Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Customer Account Management
Account & Property History Management
Account & Property History Management
Notifications & Customer Communications Management
Notifications & Customer Communications Management
Notifications & Customer Communications Management
Notifications & Customer Communications Management
Notifications & Customer Communications Management
Notifications & Customer Communications Management
Notifications & Customer Communications Management
Customer Portal & Self-Service
Customer Portal & Self-Service
Customer Portal & Self-Service
Customer Portal & Self-Service
Customer Portal & Self-Service
Customer Portal & Self-Service
Customer Portal & Self-Service
Customer Portal & Self-Service
Service Set‑Up
Service Set‑Up
Service Set‑Up
Service Set‑Up
Service Set‑Up
Route System Integration
Route System Integration
Route System Integration
Route System Integration
Route System Integration
Account / Cart Management
Account / Cart Management
Account / Cart Management
Account / Cart Management
Account / Cart Management
Rate Management & Fees
Rate Management & Fees
Rate Management & Fees
Service Setup Attributes
Service Setup Attributes
Service Setup Attributes
Service Setup Attributes
Service Setup Attributes
Rate Management
Rate Management
Rate Management
Rate Management
Rate Management
Rate Management
Rate Management
Rate Management
Rate Management
Rate Management
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Meter Read
Exception Management
Exception Management
Exception Management
Exception Management
Exception Management
Exception Management
Exception Management
Exception Management
Usage Calculations
Usage Calculations
Usage Calculations
Usage Calculations
Usage Calculations
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Meter Inventory
Delinquency Management
Delinquency Management
Delinquency Management
General
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Cycle Management
Bill Calculation
Bill Calculation
Bill Calculation
Bill Calculation
Billing Adjustments
Billing Adjustments
Billing Adjustments
Delinquencies & Aging
Delinquencies & Aging
Delinquencies & Aging
Delinquencies & Aging
Delinquencies & Aging
Delinquencies & Aging
Delinquencies & Aging
Payment Allocation & Multi‑Account Support
Payment Allocation & Multi‑Account Support
Payment Allocation & Multi‑Account Support
Payment Allocation & Multi‑Account Support
Payment Allocation & Multi‑Account Support
Payment Processing
Payment Processing
Payment Processing
Payment Processing
Payment Processing
Payment Processing
Payment Processing
Payment Processing
Assessment & District Configuration
Assessment & District Configuration
Assessment & District Configuration
Parcel Integration & Attribute Management
Parcel Integration & Attribute Management
Parcel Integration & Attribute Management
Parcel Integration & Attribute Management
Assessment Calculation & Billing
Assessment Calculation & Billing
Assessment Calculation & Billing
Assessment Calculation & Billing
Installments, Payments & Balance Management
Installments, Payments & Balance Management
Installments, Payments & Balance Management
Installments, Payments & Balance Management
Service Request Intake & Definition
Service Request Intake & Definition
Service Request Intake & Definition
Service Request Intake & Definition
Service Request Intake & Definition
Prioritization, Assignment & SLA Management
Prioritization, Assignment & SLA Management
Prioritization, Assignment & SLA Management
Prioritization, Assignment & SLA Management
Work Order Routing & External System Integration
Work Order Routing & External System Integration
Work Order Routing & External System Integration
Work Order Routing & External System Integration
Service Execution & Lifecycle Management
Service Execution & Lifecycle Management
Service Execution & Lifecycle Management
Service Execution & Lifecycle Management
Service Execution & Lifecycle Management
Delinquency Work Orders
Delinquency Work Orders
Billing, Disputes & Customer Communications
Billing, Disputes & Customer Communications
Billing, Disputes & Customer Communications
User Story Requirement
System shall treat the City’s GIS system as the authoritative system of record for all property-, parcel-, and premise-related data, including service location identifiers, addresses,
parcel boundaries, and geospatial attributes
System shall support configurable synchronization schedules with GIS, including near-real-time, scheduled batch (e.g. daily), and on-demand updates
System shall store and persist GIS-origin unique identifiers such as Parcel ID and Premise ID.
System shall consume and display GIS-sourced service addresses while preserving address history.
System shall support effective-dated account-to-property relationships.
System shall use GIS attributes to determine default rates and service availability.
System shall restrict manual overrides of GIS-sourced attributes to authorized users with audit logging.
System shall support multiple service types at locations (e.g., water and solid waste, solid waste only, etc.)
System shall support multiple customer accounts associated to a single GIS property.
System shall support a single customer account associated with multiple GIS properties.
System shall allow user-defined required fields in the customer file
System shall support multiple customer types (e.g., residential, commercial, multi-family, government, etc.)
System shall support multiple contacts per customer account, with configurable roles (e.g., primary, billing contact, authorized representative).
System shall support landlord / tenant relationships (i.e., the billing account holder may be different form the property owner)
System shall support transfer of service where one account is closed and another opened without loss of data on customer history
System shall support duplicate customer detection using configurable matching criteria.
System supports alternate bill to addresses that differ from the service address
System supports international billing addresses
The system requires deposits for certain account types (e.g., renters are required to provide a deposit for trash service)
System shall support refunds of deposits when account is closed in good standing
System shall support applying deposit to unpaid charges
System shall support customer account status values (e.g., active, inactive, pending start, final billed).
System flags customers with delinquent accounts and make delinquency status visible during account lookup and service set up.
System shall support customer search by any data field in customer file
System shall retain historical GIS property records for audit and inquiry purposes.
System shall maintain a consolidated account history view including billing, payments, service requests, and service changes.
System shall support automated customer notifications delivered via email, SMS/text message, and postal mail, with channel availability configurable by notification type.
System shall support configurable notification triggers based on account or property events, such as bill availability, upcoming due dates, delinquency milestones, account status changes,
or informational alerts.
System shall allow staff to create, edit, and manage standardized communication templates, including configurable subject lines, message bodies, and dynamic data fields (e.g., customer
name, account number, due date).
System shall support bulk or mass communications to defined customer segments (e.g., by service type, billing cycle, geographic area, or customer class) for informational or emergency
notifications.
System shall support opt‑in and opt‑out management for electronic communications, including SMS consent tracking, in accordance with applicable regulations and City policy.
System shall support customer communication preferences (e.g. mail, email, phone, sms) and opt-in/opt-out tracking.
System shall maintain a complete communication history viewable at the customer and account level, including message type, delivery channel, delivery timestamp, and delivery status (sent,
failed, queued).
System shall provide a secure web‑based customer portal.
System shall allow customers to view account and property information.
System allows customers to update contact information (e.g., phone number or email)
System shall allow customers to manage communication preferences.
System shall provide a secure customer self‑service portal supporting account registration, authentication, password management, and role‑based access
The portal shall support configurable identity verification during account registration (e.g., account number, service address, or other City‑defined criteria)
The portal shall support recurring payment enrollment, with configurable schedules, funding sources, and customer notifications
The portal shall support configurable billing and payment alerts (e.g., bill ready, due soon, past due, payment failed) via portal, SMS, or email
System shall determine solid waste service eligibility and defaults using GIS attributes.
System shall support multiple solid waste service types per property, each billed independently.
System shall support effective-dated enrollment and proration for solid waste services.
System shall support seasonal services and temporary service suspensions, including by service type (e.g., trash service may be year round but organics are only seasonal).
System shall support temporary service holds or vacation suspensions with automatic billing suspension and restart.
System shall ingest ad hoc solid waste service events from RAMS and convert them to billable charges (e.g., excessive trash, bulk items, etc.)
System shall provide configurable mapping between RAMS service codes and billing charge codes.
System shall generate charges from RAMS work orders based on completion status.
System shall provide reconciliation between RAMS service activity and billed charges.
The system shall generate pre‑bill exception reports for solid waste charges to enable staff review and correct if necessary prior to bill issuance
System shall support container delivery or removal effective-date tracking tied to billing start/stop events.
System shall support multiple containers of varying types and sizes per property.
System shall support dispute workflows for solid waste charges.
System shall allow authorized service-level and rate overrides with audit tracking.
System shall present a consolidated solid waste service and charge history for inquiry.
System shall support container-based billing models including size, quantity, and frequency.
System shall support future-dated solid waste rate and policy changes.
System shall support billing adjustments or credits for missed collections or service failures.
System shall support separate water and wastewater services per property, including storm water services.
System shall support multiple services on a single consolidated bill while maintaining service-level accounting.
System shall support effective-dated enrollment and proration for water services.
System shall apply regulatory fees and surcharges by service and class.
System shall apply taxes and franchise fees using configurable rules.
System shall support meter multiplier or scaling factors used in consumption calculations.
System shall support multiple water rate structures, including fixed, tiered, flat, and seasonal.
System shall support different water rate structures by customer type (e.g., commercial, residential, etc.).
System shall support future-dated rate ordinances without rebilling prior periods (i.e., if new rate ordinance goes into effect for the bills due September 15, users can update the rate
table in advance and system will not calculate bills at new rate until effective period)
System shall calculate wastewater charges as a 100% of water usage, except for WQA (Winter Quarter Average)
System shall support caps, minimums, and maximums for wastewater billing, including WQA
System supports configurable (e.g., the quarter is five months, daily calculations, etc.) WQA calculations, including flagging exceptions that would distort calculations
System shall support winter averaging for wastewater billing, based on City configuration and/or policy, including non-rounded numbers
System supports exclusion of irrigation or non-sewer usage from wastewater calculations.
System shall support minimum bills regardless of usage.
System shall treat the meter reading system as the authoritative source for meter reads and events.
System shall integrate with the meter reading system via secure APIs or file-based interfaces.
System shall support both incremental and full meter read imports.
System shall support meter read cycle scheduling and read route grouping.
System shall store unique read identifiers and prevent duplicate billing of reads.
System shall associate meter reads to meters
System shall support multi-register meter read handling.
System shall clearly label estimated versus actual reads.
System shall ingest and retain raw interval meter read data.
System shall ingest meter events such as leaks, tamper, or reverse flow.
System shall allow meter events to trigger notifications or billing holds.
System shall support freezing of validated reads once billing is finalized.
System shall retain before-and-after values for corrected reads.
System shall maintain a complete audit trail of meter reads and edits.
System shall allow manual entry or correction of reads with audit tracking.
System shall support new / replacement meters entered and attached to accounts at any time during the reading/billing cycle
System shall support replaced meters mid-cycle and have both reads total to monthly usage
System shall support mid-cycle final reads and billing (e.g., customer moves and closes account during the billing cycle)
System shall validate reads using configurable exception thresholds.
System shall flag and route abnormal reads (e.g., no use, excessive use, etc.) to exception review prior to billing.
System shall flag and route invalid reads to exception review prior to billing.
System shall support estimation and substitution rules when reads are missing or invalid.
System shall provide error handling and reprocessing for failed read imports.
System shall support backflow or reverse flow consumption handling rules.
System shall support configurable leak adjustment processing.
System provides exception reports for staff to review (e.g., leaks, zero consumption, significant changes from prior year, etc.)
System shall aggregate interval reads into billable consumption using configurable rules.
System shall calculate usage for partial billing periods accurately.
System shall support controlled reprocessing and rebilling of corrected reads.
System shall provide reconciliation between imported reads and billed consumption.
System shall maintain detailed calculation audit trails.
System shall synchronize meter and endpoint inventory with the meter management system.
System shall support bulk meter inventory imports and updates from external systems.
System shall support scheduled and on-demand meter inventory
System shall maintain a comprehensive meter and endpoint asset registry.
System shall maintain chain-of-custody history for meters.
System shall support effective-dated meter, property, and account associations.
System shall support master/sub-meter and multi-register configurations.
System shall support multiple meter types (e.g., temporary, construction, irrigation, etc.)
System shall support tracking of meter manufacturer, model, size, and serial number.
System shall support meter inventory location tracking (e.g., warehouse, installed, retired).
System shall track install, removal, and change-out events with read continuity.
System shall handle meter rollovers and register configuration changes.
System shall track meter testing, certification, and failure status.
System shall support inventory reconciliation between systems.
System shall route inventory errors to exception queues.
System shall report on asset status, lifecycle events, and testing due dates.
System shall flag meters that are nearing end of useful life
System shall designate meter location in muli-unit building (i.e., Unit A, Unit #102, mechanical room, etc.)
System shall allow authorized users to configure rules that determine eligibility for water shut off (e.g., past due amount, days delinquent, etc.)
System shall support multiple notice levels (e.g., courtesy notice, past due notice, shut off warning, final shut off notice, etc.) with configurable trigger thresholds
System shall automatically identify accounts meeting the defined criteria for each notice tier and for water shut off eligibility and present them to staff in a review queue before notices
or work orders are generated
The system shall include a configurable reporting module to create, modify, and save custom and ad hoc reports. Users must be able to select data fields, define filters and parameters,
group and sort results, and export reports in multiple formats (e.g., PDF, Excel, CSV)
The portal shall display current and historical utility bills, including itemized charges, quantities, rates, and billing periods
The portal shall support consolidated bill viewing for customers with multiple services (e.g., water, wastewater, solid waste)
System shall generate PDF or equivalent bill documents and retain historical bill images for customer access and City records retention
System shall support printed bill generation, including export files for third‑party print‑and‑mail vendors and City‑defined bill formats
System shall support customer enrollment in paperless billing (e-bill) preferences.
System shall support bill reprints and corrected bill issuance with version tracking.
System shall support final bill generation at account closure independent of billing cycle.
System shall support multiple concurrent billing cycles.
System shall support bill holds for individual accounts or events.
System shall support bill message management, allowing configurable messages to appear on bills by account type, service, or billing event.
System shall prorate tier thresholds for partial billing periods.
System shall itemize charges and calculations on customer bills.
System shall validate billed charges against adopted rates.
System shall provide reconciliation between water usage and wastewater billing.
System shall rebill water and wastewater charges when reads are corrected.
System shall support ad hoc or special fees to be added to account
Ad hoc or special fees can be added to individual accounts, all customers, or customer subsets
System shall automatically apply user-defined late fees/penalties when applicable
System shall provide account write-off workflow for uncollectable bills
System shall support establishment of payment plans for customers
System shall support customer notification when payment plans are established, modified, or defaulted.
System shall provide an interactive aging dashboard that displays real‑time account receivable balances segmented by configurable aging buckets
The aging dashboard shall display data updated in real time or near-real time, reflecting all posted payments, adjustments, billings, credits, and service‑level changes
System shall allow authorized users to configure rules that determine eligibility for water shut off (e.g., past due amount, days delinquent, etc.)
The portal shall allow customers to view and manage multiple utility accounts or properties under a single login
System shall support third-party payer or authorized user access to accounts.
System shall support configurable payment allocation rules across multiple services, balances, and aging buckets
System shall support partial payments, overpayments, and advance (pre‑pay) balances, with clear application rules and customer visibility
The portal shall allow customers to view payment history, balances, credits, and adjustments by account and service
System shall support acceptance of multiple payment methods, including credit cards, debit cards, ACH/eCheck, etc., as well as any associated payment service or convenience fees
System shall support PCI DSS–compliant payment processing and ensure that sensitive payment information is not stored in the billing system unless explicitly permitted
System shall support both real‑time payment posting (e.g., online payments) and batch payment imports (e.g., lockbox, kiosk, agency payments)
System shall provide payment confirmations and receipts via the portal and optional email or SMS notifications
System shall provide daily and period‑end reconciliation reports comparing payments received, posted amounts, fees, and deposits
System shall support integration with enterprise POS system, if implemented by City
System shall support automatic payment reversal handling (e.g., ACH returns, chargebacks) with automatic balance adjustments.
The systems shall support real time integration with payment system so payments are reflected in accounts as soon as payments are made against accounts
System shall support the creation and management of Special Assessment Districts.
System shall support multiple active special assessment districts simultaneously, including parcels that may belong to more than one district.
System shall allow staff to activate, deactivate, or sunset special assessment districts without impacting historical billing, payment, or reporting data.
System shall support property‑based billing, where special assessments are associated with a parcel or service location rather than an individual customer account.
System shall integrate with the City’s enterprise GIS and/or external parcel systems to import and reference parcel attributes used in assessment calculations, such as square footage,
frontage, lot size, or other configurable attributes.
System shall automatically transfer special assessment obligations to the new property owner when ownership changes, without manual reassignment of the assessment.
System shall allow manual overrides or adjustments to assessment charges at the parcel level, subject to role‑based security and audit logging.
System shall allow special assessment calculations to be based on configurable formulas, including flat rates, attribute‑based rates (e.g., per square foot, per linear foot), or hybrid
calculation models.
System shall support recurring assessment charges billed on configurable schedules, including annual and semi‑annual billing cycles.
System shall track and display outstanding assessment balances separately from utility charges.
System shall support billing and collections rules specific to special assessments, including late fees or penalties where permitted by City policy.
System shall support installment‑based or loan‑type assessments, including principal, interest (if applicable), term length, and amortization schedules.
System shall allow early payoff or full prepayment of special assessment balances at any time, with automatic recalculation of remaining balances and interest, if applicable.
System shall maintain a complete audit trail of special assessment setup, calculation changes, payments, payoffs, transfers, and adjustments.
System shall provide reporting and inquiry capabilities for special assessments, including district summaries, parcel‑level balances, payment histories, and payoff reports.
System shall support service request intake via CSR, portal, and API.
System shall associate service requests to GIS properties.
System shall support configurable service request types and subtypes.
System shall support scheduled and unscheduled service requests.
System shall support attachments such as photos or notes for service requests.
System shall support priority or severity levels for service requests.
System shall support assignment of service requests to specific users or work groups.
System shall support SLAs by service request type.
System shall support escalation workflows when SLA thresholds are exceeded.
System shall route solid waste service requests to RAMS.
System shall route water service requests to the appropriate work system.
System shall support bi-directional status updates with external systems.
System shall support linking multiple service requests to a single work order when appropriate.
System shall distinguish completed, canceled, incomplete, and no-access requests.
System shall identify repeat service requests within a defined timeframe.
System shall support dispute handling for service-request-related charges.
System shall maintain a full audit trail for service requests.
System shall report on request volumes, SLAs, and billing outcomes.
System shall create internal service requests / work orders for door hangers or shut offs when delinquency threshold met, either automatically or after approval from billing
System shall create internal service requests / work orders for turning back on after shut offs are paid
System shall generate charges or credits upon service request completion.
System shall support authorized fee waivers with audit controls.
System shall support automated customer notifications for service requests.
Response
Module / System
Phase
Comment