24x7x365 Outsourced Contact Centre Services

The issuing agency is seeking a contractor to provide 24x7x365 outsourced contact centre services to support its mission-critical public interaction operations. The agency needs to manage approximately five million incoming public inquiries annually, primarily through voice and SMS channels, with potential future expansion into assisted chat. The selected contractor must resolve inquiries with accurate information, log service requests and metadata in the city's CRM, and refer contacts to appropriate external resources or city agencies. The scope of work requires the capacity to handle at least 50% of the total annual call volume, which features an average handle time of 360 seconds. Bidders must demonstrate the ability to scale operations rapidly to handle surge volumes during declared emergency events. The project also covers operational support functions such as outbound campaigns, scheduling, claims and order processing, emergency transportation coordination, and an optional enterprise-level solution for other city entities. The agency requires all performance of the work to occur offsite, and eligibility is strictly limited to onshore contractors within the United States. Bidders must submit any questions regarding this opportunity no later than June 10, 2026. The agency is planning a contract period of five years and is currently looking for proposal submissions to determine the budget.