SAM #19AS2026Q0016

After-Hours Telephone Answering Services for U.S. Mission Australia

The U.S. Department of State, through the U.S. Consulate General Sydney, is seeking a contractor to provide after-hours telephone answering services for Mission Australia facilities. - Government Buyer: - U.S. Department of State - Sub-agency: U.S. Consulate General Sydney - Office: General Services Office - Scope of Services: - After-hours telephone answering services for: - U.S. Embassy Canberra - U.S. Consulates General in Sydney, Melbourne, Perth - Future Mission Australia locations in Brisbane and Adelaide - Contractor responsibilities: - Provide managerial, administrative, and direct labor personnel - Field, screen, and resolve after-hours calls from Australia and internationally - Provide limited information to callers - Route emergency calls to appropriate duty officers - Maintain confidentiality and local knowledge of Australian regions and holidays - Manage up to 300 monthly in-call activities (with additional charges for overages) - Provide monthly and quarterly reporting - Adhere to flexible duty officer contact protocols - Products/Services Requested: - After-hours answering service (no specific OEMs or part numbers) - 1 firm-fixed-price service contract, renewable annually for up to five years - Unique/Notable Requirements: - Contractor must have local knowledge of Australia - Service must be able to handle calls from both domestic and international sources - Confidentiality and quality assurance are emphasized - Definitions of emergencies and protocols will be provided and updated by the government - No specific OEMs or named vendors are mentioned in the solicitation.

Description

This is a firm-fixed-price contract for the provision of outside-of-business hours answering services for Mission Australia, including the U.S. Embassy in Canberra, U.S. Consulates General in Sydney, Melbourne, and Perth, and future Mission Australia locations in Brisbane and Adelaide. The answering service shall serve as the first point of contact after hours for the general public seeking to contact any Mission Australia facility. Callers after hours reach an answering machine at U.S. Mission facilities, which directs them to call the answering service in the event of an emergency.  The contractor shall furnish managerial, administrative and direct labor personnel to accomplish all work as required in this contract. In general, the answering service will be required to field calls from across Australia and internationally, screen calls, provide limited information to callers, resolve calls that do not meet the threshold for onward forwarding within Australia, and direct emergency calls to the appropriate duty officer(s). Specific definitions of emergencies and information on relevant topics will be provided to the successful offeror and updated on a periodic basis.

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