PILLAR: Sustainable
AGENDA DATE: December 10, 2025
COUNCIL DISTRICT(S): N/A
DEPARTMENT: Dallas Water Utilities Department
PRIORITY: Government Efficiency
______________________________________________________________________
SUBJECT
Title
Authorize a five-year service price contract for managed services supporting the Software as a Service UMAX billing system - Itineris NA, Inc., sole source - Estimated amount of $26,361,375.00 - Financing: Information Technology Equipment Fund ($647,735.00) and Dallas Water Utilities Fund ($25,713,640.00)
Body
BACKGROUND
This action does not encumber funds. The purpose of a service price agreement is to establish firm pricing for services, for a specific term, which are ordered on an as needed basis according to annual budgetary appropriations. The estimated amount is intended as guidance rather than a cap on spending under the agreement, so that actual need combined with the amount budgeted will determine the amount spent under this agreement.
This service agreement will provide managed services supporting the Software as a Service UMAX billing system for the Dallas Water Utilities Department. Managed services will include product level support, security event monitoring and handling, release management and deployment, non-break-fix support, product training, and batch and interface monitoring. The integrated billing system produces approximately 20,000 documents daily, ranging from invoices and past due notices to service requests, permit renewals, consumer applications, and fee statements. It bills more than $575 million in utilities revenue and over $1 billion annually for other departments’ revenue.
In 2006, the City of Dallas secured Axon to implement SAP, a highly customized billing system. Axon was transitioned to Deloitte providing managed services for the SAP System. SAP processes became too complicated and caused upgrade issues due to customizations. The system required special skill sets to manage the system due to custom-made coding language.
On May 8, 2024, the City Council approved a ten-year service contract for a citywide integrated customer information and billing software system for the Dallas Water Utilities Department with Itineris NA, Inc. The initial Itineris NA, Inc. contract provides implementation services for the UMAX Customer Information System and SaaS software licensing.
UMAX is built for utilities. Processes are configured out of the box instead of developed. Maintenance and configuration of the system will be easier to manage by the city staff. Itineris provides Saas ready maintenance and support services on the software.
The functionality of the UMAX system includes:
• Monthly billing for water, wastewater, sanitation, and stormwater service fees
• Capture, dispatch, and/or resolution of all water and wastewater customer service requests
• Participating departments’ collection activities for delinquent receivables
• Monthly contractual billing for aviation landing and baggage fees, and cashiering for security badges
• Permit applications/renewals and fees for other departments
• Fees for high-risk fire inspection, and lien/loan statements
The integrated billing system is a mission critical system used 24 hours a day making it essential that a maintenance and support agreement be in place for timely and technical responses should unplanned malfunction or service disruptions occur. This service agreement will also provide periodic software upgrades, system patches and non-break-fix solutions.
PRIOR ACTION/REVIEW (COUNCIL, BOARDS, COMMISSIONS)
This item has no prior action.
FISCAL INFORMATION
|
Fund |
FY 2026 |
FY 2027 |
Future Years |
|
Dallas Water Utilities Fund |
$4,352,265.00 |
$5,000,000.00 |
$16,361,375.00 |
|
Information Technology Equipment Fund |
$647,735.00 |
$0.00 |
$0.00 |
|
Total |
$5,000,000.00 |
$5,000,000.00 |
$16,361,375.00 |
LOCAL PARTICIPATION
|
Prime |
Status |
Workforce % |
|
Itineris NA, Inc. |
Non-local |
0.75% |
PROCUREMENT INFORMATION
Method of Evaluation for Award Type:
Sole Source
• Utilized for procurements where functional requirements can only be satisfied by one vendor, such as those where patents, copyrights or monopolies exist
• Exempted from competitive bidding process
• Reviewed by Procurement Services to ensure the procurement meets at least one general exception as stated in the Texas Local Government Code
Bidder Amount
*Itineris NA, Inc. $26,361,375.00
600 Peachtree Street NE,
Suite 3730 Atlanta, GA 30308
OWNER/EXECUTIVE
Itineris NA, Inc.
John Beddingfield, President