The Vendor is required to provide a professional after-hours phone answering service.
- Answer all incoming phone calls after-hours originating from Public Works Phone number.
- Log all incoming calls to include:
• Time
• Date
• Name
• Caller Contact Information
• Address
• Nature of Concern
• Type of Service Needed
• Action Taken
- Forward all emergency calls to appropriate city personnel that generally would involve, water main breaks, sewer back-ups, traffic signal operations, street closures or dangers that need immediate attention. A list of City contracts will be provided to the vendor.
- Service Hours:
• Monday – Friday: 4:00 p.m. to 7:00 a.m.
- Saturday and Sunday: 24 hours
- Holidays
• Christmas Break: Christmas Eve to New Year’s Day, 24 hours
• Martin Luther King Day – 24 Hours
• Presidents Day – 24 Hours
• Memorial Day – 24 Hours
• Independence Day – 24 Hours
• Labor Day – 24 Hours
• Veterans Day – 24 Hours
• Thanksgiving and Friday after – 24 Hours
- Emergency Conditions
• Ability to flex staff during emergency conditions
• Maintain up to date City Contact List
- Call Categories
• Emergency Categories to be passed onto City Personnel
• Water leaks/breaks
• Loss of Water pressure
• Object in Roadway
• Traffic Signal Malfunction
• Sanitary Sewer backups
• Emergency situations at City Facilities
• Other emergencies that require immediate attention
- Non-Emergency Categories to be noted and passed on next business day
• Utility Billing questions
• Questions for City Transit Service
• General concerns regarding City Operations
- Service Response Times
• 100% of calls shall be answered by a live person
• Calls shall not be placed on hold for longer than one (1) minute - Current Call Volumes
• Public Works received 1,400 after-hours calls in 2024.
• Averaged 30-40 calls per month.
• Call volume surges during emergency events such as snow events and rain events. - Transit Call Center
• Responsible for all in-coming calls for the City’s call-a-ride transit service.
- Answer calls and respond to any questions
- Schedule rides using the City system.
- Manage Ride Calendar
• Communicate with drivers on scheduling issues.
• Transit Call Center hours are 8:00 a.m. to 5:00 p.m. M-F (Excluding Holidays)
- Incoming calls received outside of regular hours shall be transferred to the after-hours line.
• Provide daily and monthly call reports.
- Answer all incoming phone calls in an emergency closure and holidays originating from City Hall front desk phone number.
- Forward all emergency call to City that generally would involve, water main breaks, sewer back-ups, Traffic Signal Operations, Street closures or other dangers that need immediate attention.
- Call Categories
• Non-Emergency Categories with script
• Utility Billing questions
• Business License questions
• Liquor License questions
• Permit questions
• Claims to be filed against the City
- Current Call Volumes
• The City Hall front desk may receive 20-40 calls a day.
• Collections department may receive 100-150 calls a day.
- Questions/Inquires Deadline: March 19, 2025