What the buyer needs
AI summaryThe Corporation of the City of Mississauga seeks a qualified third-party supplier to deliver 311 contact centre after-hours Tier 1 and Tier 2 support, alongside operational hours Tier 2 support. The contractor must provide live human agent coverage without artificial intelligence or automated agents, handle dispatch processes, maintain scalable capacity during emergencies or severe weather, and submit regular operational reports. Performance will take place either onsite or offsite. Only onshore Canadian organizations are eligible to bid. Interested vendors must submit all questions by December 3, 2026. The contract period will run for five years.
Scope of work
- Provide live human contact centre coverage during City-identified after-hours periods without live chats, web chats, or AI agents
- Deliver designated Tier 2 and dispatch support following City-approved processes, scripts, contact lists, and escalation procedures
- Provide and maintain a secure, encrypted file transfer method for call recordings, notes, documents, reports, and records
- Accurately receive, document, route, and escalate inquiries within established City service requirements
- Maintain sufficient staffing and supervisory coverage during all contracted service hours, including an on-duty supervisor
- Provide scalable surge support during severe weather, emergencies, major events, service disruptions, and unexpected inquiry increases
- Integrate with City of Mississauga systems via API and maintain City-approved knowledge content
- Provide daily, weekly, monthly, and yearly operational and performance reporting on call metrics, errors, and service levels