Building and General Services of Vermont #After Hours Answering Services RFP FINAL 20260402

Vermont After Hours Answering Services and 24/7 VTHR Support

The State of Vermont's Agency of Digital Services is seeking proposals for comprehensive after hours answering services to support state operations outside regular business hours. - Government Buyer: - Agency of Digital Services, State of Vermont - Department of Buildings and General Services, Office of Purchasing and Contracting - OEMs and Vendors: - No specific OEMs or named vendors are mentioned; this is a service-based solicitation open to qualified answering service providers. - Services Requested: - After hours phone and email response from 4:30 PM to 7:45 AM Monday–Thursday, and 4:30 PM Friday to 7:45 AM Monday, including holidays and emergency closings - Use of call tree scripts to reach appropriate Agency personnel for network, application support, and Vermont Health Connect Security Incident Reporting - 24/7 support for Vermont Human Resources (VTHR) Employee Self Service accounts, including password changes and account unlocks - Monthly statistical reporting on notifications, calls, and call handling metrics - Adherence to State communication protocols and standard operating procedures - Unique or Notable Requirements: - Detailed monthly reporting on all notifications and calls - Strict adherence to call scripts and escalation procedures - Single point of contact for the State - 24/7 support for VTHR Employee Self Service - No products or hardware are being procured; this is a service-only opportunity.

Description

The State of Vermont's Agency of Digital Services is soliciting proposals for after hours answering services. The contract will be for three years with an option to renew for two additional years, starting July 1, 2026. The service includes receiving calls and email notifications during specified after-hours and holidays, following call scripts to reach appropriate personnel, and providing monthly statistical reports. Vendors must provide a single point of contact and adhere to the state's standard operating procedures.

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