Answering Service - After Hours

Vendors to provide Professional Answering Services (Services) currently needed by the Mobility & Water Departments; Department receives approximately 1200 inbound/outbound calls per
month
- The service is needed to answer calls to the City after normal business hours Monday through Friday, all day Saturday and Sunday, all day on Holidays, and during Emergencies. The calls received require immediate action to provide for the safety and well-being of the public.
- Answer calls to the City after normal business hours, Monday through Friday; all day Saturday and Sunday; and all day on holidays and during Emergencies.
- Services must be performed 365 days per year, including holidays and weekends.
• Weekdays from 4:30 p.m. to 7:30 a.m.
• Weekends beginning Friday at 4:30 p.m. to Monday at 7:30 a.m.
• Holidays 24 hours per day
• Emergency as required
- Incoming Calls. The following information is required of each call:
• Verify the call is for the City of Tampa service area.
• Date and Time of incoming call.
• Person taking the call.
• Full Name of Caller.
• Address.
• Telephone Number.
• Reason for Call.
• Type of Service needed.
• Action Taken.
- Outbound Calls. The following information is required
• Date and Time of the outbound call.
• Person dispatching the call.
• Name of City’s Designated Contact On-Duty.
• Name of City’s Designated Contact call was dispatched to.
• Number of times City Designated Contact was called.
• Confirmation of verbal contact with City Designated Contact.
• Electronic contact. (Email and/or Text)