24x7x365 Inbound Outage Dispatching Services

The buyer requires a vendor to provide 24x7x365 inbound outage dispatching services for city utilities support. The requested scope includes call intake, outage reporting, dispatch coordination, customer communication, business hours, after-hours, overflow call handling, and dispatch automation with staff callout services. Additionally, the vendor must provide utility system integrations, log all calls, maintain a response management system, and track metrics such as durations, crew arrival times, and regulatory reporting. Eligible vendors must be an onshore, USA-based organization operating a U.S.-located call center staffed with professionally trained agents fluent in English as their primary language, equipped with TTY/TTD capabilities. The work will be performed offsite, and applicants can submit responses digitally via email or online, though no specific deadline, contract term, evaluation criteria, or budget amount is stated in the text.