Utilities AI and Workflow Governance RFP Checklist
Every shutoff has a rule. Medical holds, payment arrangements, assistance pledges and service transfers move by phone, paper and re-keying while state disconnection clocks run, and a wrongful shutoff is usually found weeks later through a complaint.
Regulations
Regulations the platformmust enforce.
- state PUC and PSC customer protection rules
- disconnection rules
- deposit and billing rules
- seasonal disconnection protections
- medical certification rules
- LIHEAP program rules
- your tariff
- TCPA
- PCI DSS
- NERC CIP
Utilities requirements
9 requirementsfor utilities.
| ID | Requirement | Priority | Evidence to require |
|---|---|---|---|
| UT1 | No disconnection runs while a medical hold, an assistance pledge or a seasonal rule applies; the check happens before the order executes | Must | Demo of a shutoff blocked by a medical certificate on file |
| UT2 | Disconnection notices issued on the state clock with the required wording, and proof of delivery | Must | Sample record |
| UT3 | Payment arrangements offered, accepted and confirmed in writing, then written to billing in one flow | Must | Demo |
| UT4 | Assistance agencies submit pledges on their own link; the account is protected the moment a pledge arrives | Must | Demo |
| UT5 | Start, stop and move service with identity checked the same way on every channel, final bill and new account linked | Must | Production reference |
| UT6 | When a request cannot finish, the customer returns to an agent whose screen opens with the details and the reason | Should | Demo |
| UT7 | Low-income, hardship and deposit decisions complete before review, inside the request | Should | Demo |
| UT8 | Integrates with your CIS, billing, field service and contact center platform without replatforming, and runs alongside a CIS replacement | Must | Production reference with go-live time |
| UT9 | Absorbs volume spikes when a moratorium lifts or a storm hits, with every case on its clock | Should | Operations report |
Swipe sideways for the priority and the evidence.
Add these to the 41 core requirements.
Proof test
Ask for it live,on your process.
Take it further
The spreadsheet,and what Callvu runs here.
Questions buyers ask: How do utilities prevent disconnections while a medical hold applies? · How do utilities automate start, stop and move service?
Take the checklist into your RFP.
The spreadsheet carries every requirement, the scoring and the proof test, ready to send to any vendor.