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

The City of Santa Fe, through its Public Utilities Admin and Central Purchasing Division, is soliciting proposals under solicitation FY27-TRFP-011 for a secure, scalable, and integrated utility payment ecosystem. The objective is to synchronize payment activity, customer account information, notifications, settlement activity, and financial posting across various enterprise systems, including Tyler Munis Cashiering and Financials, Advanced Utility Systems, OpenGov, and banking operations with Wells Fargo. The required solution must support diverse payment channels such as web, IVR, mobile, auto pay, and POS/kiosks, while integrating with cloud-based contact centers like Genesys Cloud, Zoom, and Five9. The scope of work encompasses all labor, software, hosting, implementation, integration, and ongoing operational support. Proposals are due electronically via the OpenGov Procurement Portal by November 2, 2026. Award recommendations will be based on the most advantageous proposal, considering quality, alignment with City objectives, and best value. Contractors must provide comprehensive pricing for implementation, licensing, transaction fees, and hardware, and must maintain commercial general liability insurance of at least $1,000,000 per occurrence. Key requirements include the identification of a project lead, strict adherence to cybersecurity and AI governance standards, and the submission of a New Mexico Business Resident Certificate. The City reserves the right to inspect services at any time and may require the re-performance of non-conforming services at the contractor's expense.