CityWide Customer Service BPO

The City of Richmond (City) is soliciting proposals to establish a contract through competitive negotiation for staff augmentation and virtual contact center outsourcing services from Offerors with demonstrated experience in staffing and operating contact centers and back-office operations for municipal government.

To better serve Richmonders, the City is seeking to expand its customer service operations through staff augmentation of contact center functions and back-office functions associated with the City Department Descriptions identified in Attachment J. The ideal offeror will offer scalable resources, efficient management, and expertise in front and back-office operations for utilities and or government agencies and handling high-volume customer interactions while maintaining service standards. On an as-needed basis, the City will place orders under this Contract through issuance of one or more Task Orders as provided in this RFP.