Utility Response Management and Dispatch System

The Vendor is required to provide utility response management software companies for utilities, including after-hours call answering, dispatch system operations, and integration with other city systems.
- Provide utility response management software operations, which includes after-hours call answering, dispatch services, and integration with other city systems that will meet or exceed the following objectives:
•    Proven and stable history performing identified services.
•    Solid references with similar organizations and services.
•    Dedicated experienced project manager and account management staff to partner with the City to accomplish cost savings and efficiencies, and to accommodate the City’s diverse requirements. 
•    A service level agreement that meets the City’s requirements.    
•    Able to meet the City’s technical requirements. 
•    Strong disaster recovery and secure data transmission capabilities to protect customer data (SOC-2 compliance).
•    Ability and experience to partner with the City's information systems: Cityworks, Geographic Information Systems (GIS), Cisco Interactive Voice Response (IVR) system, and Customer Relationship Management system (CRM).
- The third-party after-hours service provider conducts the initial intake, which includes inquiring about the reason for the call and collecting the caller’s name, service address, and best contact information.
- The third-party after-hours service provider generates a daily after-hours summary report, which includes the time of call, hold time, call time, and call event.
- The current procedure for after-hours call answering and dispatch services is as follows: all calls received between 3:30 p.m. and 7:00 a.m., Monday through Thursday, and from 3:30 p.m. on Friday through 7:00 a.m. on the following Monday, are routed to a third-party after-hours call answering and dispatch service provider.
- The awarded company shall be utility-focused and present best practices to City personnel, along with a detailed transition plan that includes specific tasks, timelines, data requirements, and staff assignments.
- Call Answering & Dispatch Services:
•    The Contractor shall provide after-hours call answering and dispatch services during the following periods: from 3:30 p.m. to 7:00 a.m., Monday through Thursday, and from 3:30 p.m. on Friday through 7:00 a.m. on the following Monday. 
•    The dispatch process shall include a call escalation protocol, as well as documentation for the arrival and departure of personnel, and a customer communication component that documents customer interactions. 
- Event Detection & Customer Engagement:
•    The Contractor shall maintain a system capable of detecting major outages within the City water and sewer service. 
•    This system shall include a response protocol, which allows for citizen engagement and communication during such events. 
- City works Integration:
•    The Contractor shall integrate its system with the City’s work management system, Cityworks. However, such integration with a City system shall not be limited to Cityworks. 
•    The Contractor shall lead the integration and be responsible for its ongoing maintenance and support. 
- Analytics & Reporting:
•    The Contractor shall provide the City with a daily performance analysis, post-incident reporting, and crew responsiveness analysis as requested, which includes ad hoc/daily/monthly/weekly/quarterly/yearly. 
- Security and Compliance:
•    The Contractor shall have completed SOC 2 compliance certification. 
•    The Contractor must be able to clearly explain how Human-in-the-Loop (HITL) principles are applied during the transition to automation. 
•    This includes the incorporation of intentional feedback loops that enable human oversight, training, and tuning of the logic underlying any Artificial Intelligence (AI) or machine learning (ML) processes. 
•    If the Contractor employs any AI or ML components, the Contractor shall ensure the privacy and security of personal data. In addition, City data shall not be used to train, enhance, or otherwise advance the capabilities of such technologies. 
•    As well as exposing or transmitting any City data to third-party language models or external AI platforms.

- Contract Period/Term: 1 year
- Questions/Inquires Deadline: November 14, 2025