24x7x365 Utilities Customer Support Center Answering Services

The agency is seeking a vendor to provide continuous, twenty-four-hour, seven-day-a-week utilities customer support center answering services. The agency needs to ensure a high level of customer service after normal business hours and during high-volume call periods, such as utility outages. The selected provider must answer calls via a live operator and either transfer the call or send an email depending on the specific circumstance. The scope of work covers inbound call management for customer queries related to utility service issues and specific dispatch procedures for sending field technicians to urgent situations. The agency requires multi-channel communication support via voice calls, live chat, web interfaces, and email. Additionally, the vendor must implement interactive voice response and voice recognition systems for automated, efficient routing. Bidders must be onshore organizations based in the United States. The agency requires the performance of all work to be conducted offsite. The contract period will span two years, and the agency is looking for budget proposals from bidders. All questions regarding this opportunity must be submitted no later than June 18, 2026. The agency will evaluate proposals based on the vendor's ability to meet the continuous coverage and technical communication requirements.