Answering Services

The Vendor is required to provide 24x7x365 call support for city critical technology incidents.
- Solution shall serve as initial point of contact for application, hardware, phone, radio, and networking issues that may impact mission critical services throughout the City.
- Some of these technologies are mission critical systems, thus there is an urgent requirement for an answering service that can rapidly contact essential personnel in case of system failure or other critical issues.
- Provide a toll free number for City users to call.
- Answer the phone call in a professional manner, work with a sense of urgency and have the ability to handle stressful situations.
- Provide a list of call agents for creating ServiceNow accounts.
- Shall log all details of all incidents into ServiceNow.
- Answering Service Vendor must answer incoming phone calls within 3 rings.
- The answering service provided by Vendor will enter all issue details directly into ServiceNow for processing.
- Contract will be based on 1,000 calls per month, for a period of not less than 12 months.
- Callers shall not be placed on “HOLD” by the Vendor for no more than 2 minutes.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: December 01, 2025