After Hours Call Monitoring and Outage Management Services

The vendor is required to provide after-hours call monitoring and outage management services to ensure reliable, professional, and efficient communication with customers during non-business hours, including weekends and holidays.
A. 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.
b. 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.
c. 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).

- Questions/Inquires Deadline: August 18, 2025