RFI for Detroit Housing Resource Helpline Call Center Operations and Technology

The City of Detroit issues this Request for Information to gather market insights from experienced call center operators to support and potentially upgrade the Detroit Housing Resource Helpline. The city projects the system must handle approximately 120,000 calls annually across operational tracks including Call Center Operations and Call Center Technology/Integration. Required capabilities include intake and triage, CRM and software data capture, multilingual support in at least four languages, quality assurance, and tracking metrics. Only onshore United States organizations are eligible to respond, and respondents may submit their materials digitally via email or online for offsite performance. Because this RFI serves planning purposes only, the city does not intend to award a contract or evaluate proposals from this request. The city will use the submitted information to develop future requests for proposals.