City of Tampa #27-P-00025

After-Hours Answering and Dispatch Services for Tampa Water and Mobility Departments

The City of Tampa is seeking year-round after-hours call answering and dispatch support for its Water and Mobility departments. - Government buyer: City of Tampa, Water Distribution division, serving the Water and Mobility departments; buyer contact named in the attachment: Gloria Tolbert. - OEMs and named service vendors: No OEMs or service vendors are identified in the opportunity documents. - Requested services and estimated quantities: - 14,000 completed calls for standard after-hours service, including answering, gathering caller information, assigning and escalating calls, contacting City personnel, dispatching qualified staff, documenting activity, and providing reports. - 1,000 completed calls for emergency services and planned or unplanned outages, including escalation and dispatch. - Notable requirements: Coverage is required year-round for weekday after-hours periods, weekends, holidays, and emergencies. Urgent calls must be handled immediately, and dispatch must occur within 15 minutes. Calls referred by Tampa Police or Fire Rescue receive priority handling. The contractor must provide English and Spanish interpretation, follow current City scripts and call-out lists, maintain daily call records and reports, and archive retrievable call audio for at least 60 days. A dedicated representative is required at no additional cost. Services must be performed in the United States, preferably in the Tampa Bay Area. - Contract term: The contract duration and options are not specified.

Description

The City of Tampa is seeking an answering service for after-hours calls for its Mobility and Water Departments. The service must provide live operators to answer, assign, dispatch, report, record, and document calls according to City procedures, including during weekends, holidays, and emergencies. The scope includes call handling and escalation, qualified personnel dispatch, daily call reports, archived call records and audio recordings, and English and Spanish interpretation. The departments receive approximately 1,200 inbound and outbound calls per month, and services are to be conducted in the United States, preferably in the Tampa Bay Area.

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