Answering Services

The Vendor is required to provide Public utilities dispatch professional answering services.
- The services under this contract are to answer the public utilities department 24-hour service request line during certain hours.
- The successful contractor will answer the telephone, dispatch calls to various county employees, log phone calls, provide information to customers utilize frequently asked question handouts from each of the commodity areas, and provide reports to the appropriate division.
- Work hours
• Normal business hours shall be 3:00 p.m. To 8:00 a.m. Monday through Friday and 24 hours per day during weekends including county observed holidays (currently 11 observed holiday days, subject to change).
- Assignment of work
• Normal service may include up to 20 incoming calls at a time.
• At extraordinary times for service, calls may exceed 100 calls per hour.
• Have the necessary means to accommodate a sudden, large influx of calls.
• Approved recording may be used during a period of extraordinary service calls to provide the caller with pertinent information possibly related to the reason for their call.
• Types of calls to be handled include, but are not limited to:
• Pipeline failures
• Service breaks
• Water off
• Billing issues such as non-payment resulting in suspension of service
• High water pressure calls
• Low water pressure calls
• Sewer backups
• Odor concerns emitting from wastewater lift stations
• Irrigation quality water concerns, including leaks
• Solid waste service concerns, including, but not limited to, trash not being picked up, missing trash cans, a request for bulk pick-ups
• Concerns with an on-going capital project.