Title
The Board of Water Commissioners for the City of Detroit, Water and Sewerage Department authorizes the Director to approve DWSD Contract 6007884 with WTI Holdings, LLC dba Waterfield Technologies, for the upgrade, configuration and implementation of new hardware and software for DWSD’s BrightPattern Omnichannel Call Center, for a total contract amount not-to-exceed $2,600,000.00 and a term of 3 years. This also authorizes the Director to take such other action as may be necessary to accomplish the intent of this vote.
Body
Agenda of Junel 17, 2026
Item No. 2026-125
Contract No.: 6007884
Contractor: WTI Holdings, LLC dba Waterfield Technologies
Contractor Address: One West Third St., Suite 1115, Tulsa, OK 74103
Contract Amount: $2,600,000.00
Contract Term: 9/1/26 - 8/30/29
TO: The Honorable
Board of Water Commissioners
City of Detroit, Michigan
FROM: Gary Brown, Director
Detroit Water and Sewerage Department
RE: Proposed DWSD Contract No. 6007884
For the upgrade, configuration and implementation of new hardware and software for DWSD’s BrightPattern Omnichannel Call Center
WTI Holdings, LLC dba Waterfield Technologies
MOTION
Upon recommendation of Marqaicha Welch, Procurement Manager, the Board of Water Commissioners for the City of Detroit, Water and Sewerage Department authorizes the Director to approve DWSD Contract 6007884 with WTI Holdings, LLC dba Waterfield Technologies, for the upgrade, configuration and implementation of new hardware and software for DWSD’s BrightPattern Omnichannel Call Center, for a total contract amount not-to-exceed $2,600,000.00 and a term of 3 years. This also authorizes the Director to take such other action as may be necessary to accomplish the intent of this vote.
BACKGROUND / JUSTIFICATION
BrightPattern is DWSD’s Omnichannel Call Center solution and is a critical platform for increasing revenue, improving customer data quality, and enhancing customer service while maintaining cost efficiency. The platform provides a streamlined approach for DWSD’s operations and improves communications with customers, while also encouraging smart consumer habits. An upgraded and well-designed Omnichannel Call Center will deliver a seamless and intuitive experience, making it easier for customers to access information, communicate with DWSD, make payments, and manage accounts. Centralized customer data will support more tailored interactions across all touchpoints by enabling employees to quickly access relevant information and provide personalized solutions. New reporting and forecasting capabilities will help DWSD track performance, identify areas for improvement, and support strategic decision-making. A modern Omnichannel Call Center will also provide a competitive edge by enabling superior customer service, more personalized offerings, and faster innovation.
This new O&M-funded contract will execute planned platform upgrades and internal business improvements. Under this agreement, Waterfield Technologies will provide enhancements for DWSD including:
•IVA modernization (Google Dialogflow CX and Playbooks).
•Real-time transcription, Agent Assist, call summarization, and workforce management.
•Asynchronous transcription and QA autoscoring.
PROCUREMENT METHOD - SINGLE SOURCE
The DWSD Information Technology Department submitted requisition #544529 which was approved on 4/16/26. This contract was procured as a single source exception from competition solicitation due to WTI Holdings intellectual property. An Exception to Competitive Solicitation was submitted and approved by the Director on 4/13/26.
WTI Holdings’ clearances expire 1/6/27. A formal contract document is being sent to the contractor for signature. Per procurement protocol, Mayoral approval will also be obtained.
SUMMARY
A. Contract No.: 6007884
B. Contractor: WTI Holdings, LLC dba Waterfield Technologies
C. Contract Amount: $2,600,000.00
D. Contracts Term: 9/1/26 - 8/30/29
E. Funding Source: O&M Funds
F. GL String:
5720-20168-483301-622302-000205-10790-0000-000000 - 38.2%
5820-20179-493301-622302-000226-15805-0000-000000 - 61.8%
G. Anticipated Fiscal Year Breakdown:
FY 26-27: $1,186,000.00
FY 27-28: $707,000.00
FY 28-29: $530,252.00
FY 29-30: $176,748.00
This proposed contract will be presented to the BOWC Finance Committee on June 3, 2026. Per DWSD procurement protocol, Mayoral approval will also be obtained.