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 public inquiries annually, primarily through voice and SMS channels, with potential future expansion into assisted chat. The selected contractor must resolve inquiries, 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 50% of the total annual call volume, which averages a 360-second handle time, and the ability to scale up rapidly during declared emergency events. The project covers live support across multiple channels, outbound campaigns, scheduling, claims and order processing, and emergency transportation coordination. Staffing plans must account for peak demand hours between 10 a.m. and 2 p.m. on weekdays, which represent 30% to 40% of the daily volume. Eligible bidders must perform all work offsite and must be located onshore within the United States. The agency is establishing a contract period of five years to complete this work. Bidders must submit any questions regarding this opportunity no later than June 10, 2026. The agency is currently looking for proposals to determine the budget and accepts digital submissions via email or online.