City of Tampa #26-P-00594

Year-round after-hours answering and dispatch services for City of Tampa departments

The City of Tampa is seeking year-round answering and dispatch support for its Mobility and Water operations. - Government buyer: City of Tampa, Water Distribution; services also support the Mobility & Water Departments. Gloria Tolbert is named in the procurement materials. - OEMs and vendors: No OEMs, service providers, or other vendors are named in the solicitation. - Requested services and quantities: - 10,000 standard call transactions, including an email with inquiry information. - 4,000 emergency-services call transactions for planned or unplanned outages, including an email with inquiry information. - An overarching after-hours answering service covering call intake, documentation, assignment, dispatch, and reporting. The materials estimate roughly 1,200 to 2,000 inbound and outbound calls per month. - Notable requirements: Live operators; English-Spanish interpretation; email and/or text notifications; dispatch within 15 minutes, with explanations for delays; priority handling for Tampa Police Department and Tampa Fire Rescue calls; detailed daily reports; call-record retention for at least 60 days; and retrievable audio recordings. A dedicated vendor representative is required at no additional cost. Service must be performed in the United States, preferably in the Tampa Bay Area. - Coverage: Weekday after-hours, weekends, holidays, and emergencies as required, with the ability to provide continuous 24-hour, 365-day service if directed. - Contract term: Start and end dates, total duration, and option periods are not stated.

Description

The City of Tampa seeks professional answering services for Mobility and Water Department calls received after normal business hours, on weekends and holidays, and during emergencies. The contractor will answer, assign, dispatch, report, and document calls in accordance with City procedures, with calls handled promptly and dispatching completed within 15 minutes. Services include English and Spanish interpretation, call-out coordination, daily reporting, and archived call records and audio recordings. Services are required 365 days per year and must be performed in the United States, preferably in the Tampa Bay Area.

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