The vendor is required to provide professional answering and dispatch services to support critical infrastructure requests from the public after hours.
- After-hours answering services, to include weekends and holidays.
- An average of twenty-five (25) after-hours calls were received each day last year.
- These services are essential for handling calls that require immediate attention to ensure public safety and well-being.
• Answering and screening incoming calls in a professional manner
• Providing general information and assistance to callers based on predefined scripts
• Recording and documenting all calls received, including caller details, nature of the request, and actions taken in accordance with city policies and procedures
• Dispatching calls to the appropriate on-call personnel
• Following escalation procedures for critical situations requiring immediate intervention
• Coordinating with city representative(s) to update contact lists and emergency protocols
- Requirements:
• Provide the answering service with a personnel call list.
• Provide a person(s), not a machine, to answer calls from citizens during the designated hours of service needed by the city.
• Providing customer service and dispatch services for municipal or other government agencies.
• Proposers should be able to clearly articulate their understanding of the importance of public calls regarding services that involve utilities and public works.
• These services should align with those outlined in the solicitation and involve year-round, after-hours call center operations.
• The operator progresses through the list, they shall document the time of each call or text and record the response status, such as “no answer,” “line busy,” “voicemail box full,” or “individual returning call.”
- After-hours service calls for the utilities department shall include but are not limited to the following types of calls:
• Water/sewer main breaks
• No water
• Water quality
• Water leaks
• Low water pressure
• Leaking/damaged hydrants
• Sewer back-ups
• Lift station alarms
• Missing manhole covers
• Other water/sewer concerns
- After-hours service calls for the public works department shall include but are not limited to the following types of calls:
• Blocked storm drains
• Missing/damaged storm grates
• Clogged stormwater outfalls
• Downed/missing stop signs
• Hazardous road conditions
- Schedule / hours of service
• City business hours are Monday – Friday, 7:30am cdt to 4pm cdt. 
• Answering service hours will commence at 4 pm cdt and end at 7:30 am cdt for weekdays and shall be 24-hours a day on Saturday, Sunday, and legal holidays.
- After-hours rates (for services exceeding initial 500 monthly minutes)
• Monday through Thursday (4:00pm cdt to 7:30am cdt)
• Weekends (beginning friday at 4:00pm cdt to Monday at 7:30am cdt)
• Holidays (24 hours per day)
- Provide a per minute rate for each outgoing call placed for the following schedules:
• Monday through Thursday (4:00pm cdt to 7:30am cdt)
• Weekends (beginning Friday at 4:00pm cdt to Monday at 7:30am cdt)
• Holidays (24 hours per day) - A detailed log of all incoming and outgoing phone calls with the following information:
1. Incoming calls:
• Date and time of the call
• Name of the person taking the call
• Full name of the caller
• Caller’s address
• Caller’s telephone number
• Reason for the call
• Type of service requested
• Action taken
2. Outgoing calls:
• Date and time of the call
• Name of the person making the call
• Name of the city's staff member on duty
• Name of the city's staff member the call was relayed to
• Number of attempts made to contact the city's staff member
• Confirmation of verbal contact with the city's staff member.
- Contract Period/Term: 3 years
- Non-Mandatory Proposal Meeting Date: June 04, 2025
- Questions/Inquires Deadline: June 13, 2025