Daytime, After-Hours and Continuity of Dispatch Services

The agency is seeking a vendor to provide daytime, after-hours, and continuity of dispatch services. This includes answering a dedicated phone line, utilizing specific protocols, logging calls, and contacting appropriate personnel via telephone, text, or email in a timely manner. The dispatch services will cover emergency and non-emergency calls during daytime hours, after hours, weekends, holidays, and during inclement weather when City buildings are closed. The solution must be capable of interacting with individual customers by informing them who is responding to a call-out. It must also have the capability to digitally transfer data, forwarding information to the on-call person's telephone via text or email. All calls received by the call center shall be logged in a system that City staff can monitor at any time. Eligibility is restricted to onshore organizations within the USA. The performance of the work will be conducted offsite. The agency is looking for proposals and all questions must be submitted no later than July 17, 2026.