Explanation
Background: This ordinance authorizes the Director of Public Utilities to renew an existing contract with i3 Milestone, LLC for the Customer Self-Service Portal Solution and Implementation services. The renewal amount being authorized by this ordinance is $295,537.00.
The i3 Milestone ePortal was selected as part of the customer cloud service and Integrated Systems Upgrade Project. This portal is a new self-service software solution that will help support the Department of Public Utilities aka Columbus Water & Power (CWP) and its customers. i3 Milestone, LLC. is the sole developer of the software and will provide all licenses and support. Services under the original contract, authorized by Ord. 0497-2025, cover a one (1) year period from date of execution to and including March 31, 2026, with the option to renew annually for the duration of the software usage, on a year-to-year basis, or a portion thereof, based on mutual agreement of the parties, availability of budgeted funds and approval of Columbus City Council.
The i3 Milestone ePortal is a new software solution that will support CWP and its customers. It is being fully integrated with the Oracle customer cloud service, the interactive voice response system, and the Department’s bill print vendors. It will provide customers with various functionalities including the ability to retrieve historic bills, view and export usage data, and project rate increase and forecasted usage impacts on their budget. It will also provide CWP customers with easy navigation and the ability to update their account including paperless billing, billing alerts, and methods of communication. The new portal can be accessed to pay customers bills electronically via a desktop or mobile device.
The ePortal provides the City with a reduced call volume due to the self-service functions, allowing the Department’s Customer Service and Billing sections to operate more efficiently. Some of the calls that are minimized involve questions regarding special payment arrangements, customer moves, outage reporting, agent chatting, ability to complete online applications for discounts, and schedule appointments.
The co-browsing functionality, added to the contract through Ordinance 2406-2025, is supported through the eAdmin, allowing customer service representatives to view customer accounts remotely. This co-browsing license will allow the customer service representative to see what customers are seeing on their screen and allows them to clearly help the customer navigate the ePortal in real time. This feature is useful if City of Columbus' residents require assistance.
The Agent Chat functionality and FAQ Chatbot licenses, added to the contract through Ordinance 3194-2025, added a web-based chat widget on the City of Columbus website that provides immediate customer support through FAQ's and agent assistance. This is making it easier for customers to find key information and is helping reduce call center wait times. In addition, this tool is helping training CWPs Customer Service Representatives for the fully integrated chat functionality that will be part of our Customer Portal in the future.
Procurement:
The Department of Public Utilities solicited competitive proposals through Vendor Services and Bonfire from September 27th, 2024 to October 18th, 2024 for the Customer Self-Service Portal Solution and Implementation in accordance with the relevant provisions of Chapter 329 of City Code, RFQ028837. Four (4) bids were received by 360S2G, i3 Milestone, LLC., J.P. Morgan, and VertexOne. They were all deemed responsive and were evaluated on October 18th, 2024. The evaluation committee determined that i3 Milestone, LLC. submitted the strongest proposal because of the relevant experience of its project team, its understanding of the Department’s scope of work, its understanding of the requirements of the remote desktop protocols and presented a tailored approach to address those needs.
The term of the contract will be for one-year with annual renewals for the duration of the software usage. For each year of the contract, funding is contingent on funding availability, mutual agreement between the parties, approval of City Council, and certification of funds by the City Auditor.
Ordinance 0497-2025 authorized the initial term of the contract, Ordinance 2406-2025 authorized the first modification of the contract to add the co-browsing functionality, and Ordinance 3194-2025 authorized the second modification to add the Agent Chat and FAQ Chatbot licenses. All were submitted in accordance with the relevant provisions of Chapter 329 of City Code.
This ordinance authorizes the first one-year renewal option, to extend the contract expiration date up to and including March 31, 2027, and add funding to cover the additional year.
1. Amount of additional funds: Total amount of additional funds needed for this contract modification is $295,537.00. Total contract amount including this modification is $463,000.00.
2. Reason additional funds were not foreseen: The need for additional funds was known at the time of the initial contract and this legislation authorizes funding to cover a continuation of the consultant’s work for an additional year.
3. Reason other procurement processes were not used: Work under this renewal No. 1 is a continuation of services included in the scope of the original bid contract and the modifications to add additional features authorized by Ord. 2406-2025 and Ord. 3194-2025. No lower pricing/more attractive terms and conditions are anticipated currently.
4. How was cost determined: The renewal is based on rates that were negotiated and established in the existing contract.
Principal Party:
i3 Milestone, LLC.
40 Burton Hills Blvd., Suite 415
Nashville, TN 37215
David Jordan, 803-466-8680
Contract Compliance Number: 051728
Contract Compliance Expiration Date: February 13, 2027
Fiscal Impact: $295,537.00 is available from within the Public Utilities Operating Funds to meet the financial obligations of this contract. This ordinance is contingent on the passage of the 2026 operating budget, Ordinance 2939-2025.
$220,000.00 was spent in 2025
$0.00 was spent in 2024
Title
To authorize the Director of the Department of Public Utilities to renew an existing contract with i3 Milestone, LLC. by increasing funding for the Customer Self-Service Portal Solution and Implementation services; and to authorize the expenditure of $295,537.00 split between the Electricity, Water, Sanitary Sewer, and Stormwater Operating Funds. ($295,537.00)
Body
WHEREAS, it is necessary to authorize the Director of the Department of Public Utilities to renew an existing contract with i3 Milestone, LLC. for the Customer Self-Service Portal Solution and Implementation Project; and
WHEREAS, it is necessary to authorize the expenditure of $295,537.00 from the Public Utilities Operating Fund, split among the Electricity, Water, Sanitary Sewer, and Stormwater Operating Funds; and
WHEREAS, it has become necessary in the usual daily operation of the Department of Public Utilities to authorize the Director to enter into a renewal agreement with i3 Milestone, LLC for the Customer Self-Service Portal Solution and Implementation Project; NOW, THEREFORE,
BE IT ORDAINED BY THE COUNCIL OF THE CITY OF COLUMBUS:
SECTION 1. That the Director of the Department of Public Utilities be and is hereby authorized to renew an existing contract with i3 Milestone, LLC. for the Customer Self-Service Portal Solution and Implementation Project. The renewal amount being authorized by this ordinance is $295,537.00.
SECTION 2. That this contract is in accordance with the relevant provisions of Chapter 329 of the Columbus City Codes.
SECTION 3. That the funds necessary to carry out the purpose of this ordinance are hereby deemed appropriated, and the City Auditor shall establish such accounting codes as necessary.
SECTION 4. That the City Auditor is authorized to make any accounting changes to revise the funding source for all contracts or contract modifications associated with this ordinance.
SECTION 5. That for the purpose stated in Section 1, the expenditure of $295,537.00 or so much thereof as may be necessary to pay the cost thereof, be and is hereby authorized from Public Utilities in object class 03 Services, split among the Electricity, Water, Sanitary Sewer, and Stormwater Operating Funds, per the accounting codes in the attachments to this ordinance.
SECTION 6. That this Ordinance shall take effect and be in force from and after the earliest period allowed by law.