311 Contact Center Answering Services

The Vendor is required to provide a technology-driven solution for county’s 311 contact center that will provide both software-based automated call response/self-service portal and live answering services during after-hours and busy peak hours.
- Provide a solution that will reduce hold times for community members during peak hours of operation and also direct callers during afterhours.
- The solution must maintain an effective real-time high level of service and self-service, as well as facilitate the reporting and addressing of community members' concerns.
- The services are to include triaging, dispatching, and escalating issues to personnel as needed.
- The County has historically utilized answering services to provide live answering of calls. 
- This request pertains to offerings that combine automated software to address frequent call types, with live response for more specific needs. 
- The County is not interested in responses from companies offering live answering services only.
- Explanation of set up, training and schedule of implementing solution.
- Handle live inbound calls.
- Self-service problem reporting via a smartphone or electronic device.
- Automatic dispatch and escalation of reported issues.
- Integrate with existing County work order-taking systems (maximo, cartegrah, and archibus).
- Offer status updates of requests/work orders in real-time and provide the option to enter photos and notes by community members for field staff to review and improve efficiencies.
- Analytics: Phone call logging, reports, heat mapping, and crew performance tracking.
- Offer overflow call to include coverage during hurricane season.
- Questions/Inquires Deadline: July 22, 2025