Terms of Reference.pdf

The document outlines the terms of reference for professional services to conduct a blueprinting engagement for implementing an SAP Customer Relationship & Billing solution at the City of Kitchener. It provides background information on the current Customer Information System (CIS) used by the city for managing property tax and utility accounts. The document details the assessment of CIS, the decision to pursue an SAP solution, and the overview of CIS functionalities. It also describes the billing processes for gas, water, sewer, stormwater, and rental water heaters. Additionally, it explains the property tax billing schedule, rates, and adjustment opportunities. The purpose of the blueprinting engagement is defined along with the expected deliverables, methodology, selection process, and timeline for the project.