Building and General Services of Vermont #After Hours Answering Services

Vermont Agency of Digital Services Seeks After Hours Answering and 24/7 Employee Support Services

The State of Vermont's Agency of Digital Services is seeking contractors to provide after hours answering services and 24/7 employee self-service support: - Government Buyer: - Agency of Digital Services, State of Vermont - Office of Purchasing and Contracting, Department of Buildings and General Services - No specific Original Equipment Manufacturers (OEMs) or named vendors are specified in the solicitation - Services Requested: - After hours answering services for phone calls and email notifications outside regular business hours (4:30 PM - 7:45 AM, Monday through Thursday; weekends and holidays) - Follow call tree scripts to reach appropriate personnel for network, application support, and Vermont Health Connect Security Incident Reporting - Provide monthly statistical reports on notifications and call handling - 24/7 support for Vermont Human Resources (VTHR) Employee Self Service accounts - Includes password changes and account unlocks - Provide monthly statistical reports on calls answered, total minutes, and average call duration - Unique Requirements: - Vendors must designate a single point of contact - Adherence to State of Vermont standard operating procedures - Support for emergency closings in addition to regular after hours coverage - Contract Term: - Three years with options for two additional one-year renewals - Place of Performance: - Agency of Digital Services, One National Life Drive, 2nd Floor, Dewey Building, Montpelier, VT - Office of Purchasing and Contracting, 133 State Street, 5th Floor, Montpelier, VT

Description

The Agency of Digital Services of Vermont is seeking to establish contracts with one or more companies to provide after hours answering services. The contract period is three years with an option to renew for two additional twelve-month periods, starting July 1, 2026. The services include receiving phone calls and email notifications during specified after hours and holidays, following call tree scripts to reach appropriate personnel, providing monthly statistical reports, and supporting Vermont Human Resources Employee Self Service accounts 24/7. Vendors must provide a single point of contact and adhere to the State's standard operating procedures.

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