The Vendor is required to provide for a full-service call center vendor.
- Service is to proactively field calls and provide callers with high level knowledge, determine the need for escalation and correctly direct the call to the subject matter expert on staff.
- The number of calls received in 2023 was 13,209; the number of calls received in 2024 was 14,010; for both years, approximately 8% of the calls were received after standard business hours.
• All incoming calls answered on a 24-hour basis
• After-hours triaging for emergency public works issues
• Receptionist service – transfer calls to staff at caller request
• Agents will answer frequently asked questions in an effort to not transfer to staff
• Agents will provide information to callers concerning court dates and citation information
• Report call metrics monthly to include number of calls, call duration, hold times, and other metrics agreed upon with the city
• Record all calls and maintain recordings and metric data to comply with all local, state and federal documentation retention requirements, including, but not limited to, the city’s document retention schedule, as adopted and amended by the city council.
- Optional add-on services
• Webchat: provide and maintain the ability for residents to chat on the city webpage as an informative option versus calling
• Multi-lingual translation services for in-bound calls.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: April 29, 2025