202107 - Call Center Solutions

Agency: City of Homestead
State: Florida
Type of Government: State & Local
Category:
  • V - Transportation, Travel and Relocation Services
Posted: Oct 18, 2020
Due: Nov 17, 2020
Solicitation No: 202107
Publication URL: To access bid details, please log in.
Bid Number: 202107
Bid Title: 202107 - Call Center Solutions
Category: City of Homestead Public Solicitations
Status: Open

Description:

The City of Homestead is issuing this Request for Proposals (RFP) to obtain qualified and experienced call center solutions for customer service support of utility routine and outage/emergency calls. Functions that are required, include are not limited to hosting multi-level auto attendant menu, dispatching of field personnel, restoration of service out bound calls, verification of after-hours payment and creation of work orders to reconnect service. Response to different types of customer service inquiries such as, start, stop, and move process of utility services, billing inquiries and other City programs. Services in fluent English, Spanish, and Creole are required. Training and reporting are also necessary.

Proposers shall be well versed in all aspects of FEMA documentation, reimbursement and project management. The guidelines under 2 CFR 200, Title 23, and 23 CFR shall apply to this contract in order to be eligible for reimbursement under the Public Assistance Program. Proposers shall comply with all applicable FEMA requirements.

In compliance with 2 C.F.R. § 200.321 the City shall take all necessary affirmative steps to assure that small and minority businesses, women’s business enterprise and labor surplus area firms are used when possible.

Interested bidders may obtain a copy of the bid document by clicking on the following links:


Pre-Proposal Webex Meeting Link:
RFP#202107-Call Center Solutions

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* Disclaimer: Information regarding bids, requests for proposals (RFPs), or requests for qualifications (RFQs) is provided on this website only as a convenience and does not constitute official public notice. Persons wishing to respond to or inquire about bids, RFPs, or RFQs should contact the appropriate government department.