Title
The Board of Water Commissioners for the City of Detroit, Water and Sewerage Department authorizes the Director to approve a Contract 6007192 with City Insight LLC; for hardware/software development, configuration and upgrade to Software as a Service (SaaS) for the Customer Portal (CS-1999), for a total contract amount not-to-exceed $820,000.00 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 June 18, 2025
Item No. 2025-114
Contract No.: 6007192 (CS-1999)
Contractor: City Insight LLC, 607 Shelby St., Suite 700 PMB 243, Detroit, MI 48226
Contract Amount: $820,000.00
Contract Term: 7/1/25 - 6/30/28 (3 years)
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. 6007192 (CS-1999)
Hardware/software development, configuration and upgrade to
Software as a Service (SaaS) for the Customer Portal
City Insight LLC
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 a Contract 6007192 with City Insight LLC; for hardware/software development, configuration and upgrade to Software as a Service (SaaS) for the Customer Portal (CS-1999), for a total contract amount not-to-exceed $820,000.00 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
This is a sole source request as City Insights LLC is the sole provider of the current system that serves as DWSD's Customer Portal. DWSD previously requested and proceeded with annual amendments without changes to the deliverables from the vendor or negotiating savings from a multi-year agreement.
City Insight is DWSD's customer engagement solution that is a critical avenue to increase revenue and improve customer service with greater cost efficiency. This platform provides DWSD with a streamlined approach for our operations and a way to improve communications with our customers, as well as encouraging smart consumer habits. A well-designed and upgraded customer portal provides seamless and intuitive experience, making it easier for customers to access information, manage their accounts, enhanced self-service capabilities and resolve issues independently; ultimately reducing calls into our customer service center. Advanced payment technologies that will be implemented will offer customers benefits like faster transactions, increased convenience, enhanced security, and wider accessibility, while also promoting efficiency and cost-effectiveness.
The new customer portal will serve as a central hub for communication and collaboration, allowing DWSD customers to interact with the organization and access applicable information in one view. Customer portals are not meant to replace other service channels, like email, chat, and phone, but they will alleviate a lot of volume on our service agents.
With the planned upgrades and internal business improvements, DWSD will be providing options to its' customers:
• Available on mobile and desktop devices
• Easy payments from the app, with your current vendors and payment channels
• Customer support through real-time chat, not public social media
• Email, text, and voice alert options
• Helps avoid high billing and late payments
• Promotes water conservation goals
• Autopay options
• Works with any billing software
• Program performance reporting
• Reduced staff time
• Real-time reporting
Without this new agreement, DWSD would have spent an additional $1,000,000 over the next 5 years in O&M costs and would have needed to upgrade the portal at an even higher cost later.
PROCUREMENT METHOD
This Proposed Contract was initiated through requisition #532928 and approved by budget on 4/30/25. The Proposed Contract is procured as a sole source exception from competition due to City Insight is the sole provider of the current system that serves as DWSD’s Customer Portal. The ECS was signed by the Director on 4/14/25.
City Insight has approved clearances and expire 3/27/26; a formal contract document is not required. Per procurement protocol, no additional approvals are required.
SUMMARY
A. Contract No.: 6007192 (CS-1999)
B. Contractor: City Insight LLC
C. Contract Amount: $820,000.00
D. Contract Term: 7/1/25 - 6/30/28
E. Funding Source: CIP Funds
F. GL String(s):
5721-20244-487711-617400-900429-30129-0000-000000 - 50% Water
5821-20243-497711-617400-900429-30129-0000-000000 - 50% Sewer
G. Projected Fiscal Year (FY) Contract Expenditures:
FY 25/26: $210,000.00
FY 26/27: $60,000.00
FY 27/28: $250,000.00
FY 28/29: $300,000.00
This proposed amendment was presented to the BOWC Finance Committee on June 4, 2025. Per the DWSD Procurement Policy, Mayoral review will also be obtained.