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 vendor 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, as well as specific procedures for dispatching field technicians to urgent situations. The agency requires multi-channel communication support through voice calls, live chat, web interfaces, and email. The vendor must also implement interactive voice response and voice recognition for automated, efficient routing. Eligible bidders must be onshore organizations based in the United States. The performance of all contracted work will take place offsite. The agency is requesting proposals to determine the budget and will award a contract for a period of two years. Bidders must submit all questions regarding this opportunity no later than June 18, 2026.