Sacramento Area Council Of Governments Opengov #FY26-18-RFP

Contractor Sought to Operate Motorist Aid Call Answering Center for CVR-SAFE

This opportunity seeks a contractor to operate a Motorist Aid Answering Center (MAAC) for the Capitol Valley Regional Service Authority for Freeways and Expressways (CVR-SAFE), managed by the Sacramento Area Council of Governments (SACOG). - Government Buyer: - Sacramento Area Council of Governments (SACOG), Transportation Department, on behalf of CVR-SAFE - Scope of Work: - Establish and operate a Motorist Aid Answering Center (MAAC) - Answer 100% of calls from the 511 Motorist Aid service and CVR-SAFE call box system across Sacramento, Yolo, Sutter, Yuba, El Dorado, San Joaquin, and Glenn counties - Provide computerized call routing and tracking, automatic call distributor (ACD), digital voice recording with secure storage, and robust reporting/archiving - Maintain data links to California Highway Patrol (CHP) Communications Centers (Sacramento, Stockton, Chico, Truckee) - Staff, train, and coordinate with CHP; conduct operational testing - Performance Standards: - 75% of calls answered within 20 seconds - 95% of calls answered within 2 minutes - Strict limits on average call delays - Unique/Notable Requirements: - Contractor must provide all required systems, reporting, and performance standards - Service covers multiple counties and requires coordination with state law enforcement - No specific OEMs or vendors are named in the solicitation - Period of Performance: - Three-year base contract with potential for two one-year extensions - Full transition to new operations targeted by July 1, 2026

Description

The Sacramento Area Council of Governments (SACOG) is soliciting proposals for contractor services to establish and operate a Motorist Aid Answering Center (MAAC) for the CVR-SAFE program. The service must answer 100% of calls generated by the 511 Motorist Aid service and the CVR-SAFE call box system prior to the removal of call boxes. The contract term is three years with potential for two one-year extensions. The project includes detailed scope of work, performance standards, and a project schedule, with proposals due by May 1, 2026.

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