San Diego County Ivalua #BPM012809

San Diego County Solicits 24/7 Live Call Center Services for Code Compliance, Zoning, and Emergency Support

The County of San Diego is seeking a contractor to provide 24-hour live call center services supporting its Planning & Development Department, specifically for Code Compliance, Zoning, and as-needed Emergency Services. - Buyer: County of San Diego, Department of Purchasing and Contracting, Planning & Development Department - Scope of Services: - 24/7 live operator coverage for all incoming calls, including holidays - Handling and documenting Code Compliance, Zoning, and Emergency Services calls - Estimated annual call minutes (initial term): - Code Compliance: 60,000 minutes - Zoning: 36,000 minutes - Emergency Services: 60,000 minutes - Call recording and retention for five years; recordings accessible via online portal - Multilingual support: English required, Spanish preferred (optional) - Remote agents allowed (offshore operations prohibited) - Compliance with technology and security standards; data analytics and reporting required - Minimum wait/hold times and quality customer service standards - Subcontractors permitted for overflow, multilingual, or emergency coverage - Contractor must use County-provided web-based complaint and GIS systems, scripts, and documentation - Unique Requirements: - All calls must be answered by a live operator and recorded - Emergency services can be activated with 48-hour notice - Contractor must provide monthly reporting on call statistics - Sustainability and cultural competency emphasized - Only one vendor will be awarded the contract - Pricing: - All-inclusive per-minute rate preferred; alternative pricing structures may be proposed - No specific OEMs or hardware/software products are required; focus is on service delivery - Estimated contract duration: one year base with four one-year options, plus possible six-month extension

Description

The County of San Diego is soliciting proposals for 24-Hour Call Center Services. The contract term includes an initial one-year period with four one-year options. The services require live operators available 24/7 to answer incoming calls, with all calls answered by a live operator and recorded for the duration of the contract. The contract includes provisions for emergency services activation and requires compliance with specified performance standards and reporting requirements. The solicitation includes detailed instructions for proposal submission and evaluation criteria.

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