After Hours Call Monitoring and Outage Management Services

The Vendor is required to provide after-hours call monitoring and outage management services.
- Ensure reliable, professional, and efficient communication with customers during non-business hours, including weekends and holidays.
- Utility After-Hours Call Handling and Outage Management Services:
1. After-Hours Call Center Support
•    24/7 availability on weekdays, weekends, and holidays.
•    Answer calls promptly and professionally.
•    Triage calls by issue type (e.g., outage, emergency, billing inquiry).
•    Route non-urgent issues to appropriate contacts for follow-up during business hours.
2. Outage Management Support
•    Receive outage reports from customers.
•    Notify and dispatch on-call personnel as appropriate.
•    Track and update outage information.
•    Provide outage status updates to customers if applicable.
3. Integration and Reporting
•    Integration with existing utility systems (e.g., OMS, GIS, CIS).
•    Daily, weekly, and monthly reporting on call volume, response times, outage incidents, and resolution times.
•    Ability to interface with web-based outage maps or mobile applications (if applicable).
4. Technology Requirements
•    Use of secure, redundant systems for call handling and data logging.
•    Capability to interface via phone, SMS, and/or mobile apps.
•    Recording and storage of all calls for quality assurance.

- Contract Period/Term: 1 year
- Intent to Proposal Due Date: August 22, 2025
- Questions/Inquires Deadline: August 29, 2025