007 Addendum 1

Description

CITY OF TUCKER ACKNOWLEDGE RECEIPT OF ADDENDUM #1 RFP 2025-007 CALL CENTER SERVICES Please complete this page and include this page only in bid submittal. I hereby acknowledge receipt of the supplement pertaining to the above referenced bid. COMPANY NAME: CONTACT PERSON: ADDRESS: CITY: STATE: PHONE: EMAIL ADDRESS: SIGNATURE DATE 1 ZIP: RFP 2025-007 ADDENDUM #1 QUESTION If you have a monthly breakdown of volume that would be helpful in identifying if there are peak seasons that may require additional staff ANSWER Please see the attached chart of activity. 2 Can you provide the average talk time for the 14,010 calls received in 2024? Please see the attached chart of activity. 3 Does the City of Tucker currently No provide multi-lingual services for inbound calls? If so, what are the three most used language options by callers? 4 Who is currently answering the incoming calls? If this is an outside vendor, what have their annual fees been for the past two years? Please see the attached chart of activity. 5 For the previous two years that are listed on page 4 for 2023 and 2024, can the city please provide a more granular breakdown of calls received, preferable by day of the week and busiest hours of the day. Please see the attached chart of activity. 6 Is the expectation that the call center will be operating 24 hours per day, 365 days per year, or will holidays allow for reduced hours? If so, can the city list of the specific holidays that are observed and what hours are expected to be worked during these holidays (if any). Is this a Telework opportunity. Saturdays and Sundays plus the following holidays: New Year’s Day, Matin Luther King, Jr. Day, President’s Day, Memorial Day, Juneteenth, Labor Day, Indigenous Peoples Day, Veterans Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve and Christmas Day. If Telework is allowed must employees be residents of the state No 1 7 8 Yes, Vendor is not expected to be onsite 2 RFP 2025-007 ADDENDUM #1 9 Is a brick-and-mortar location in state required. No 10 If a brick-and-mortar location is required does the city provide the facility Is the current phone system a government setup/issued system. No If phone system is not provided what are the system requirements the city is requesting. For the current contract how many employees currently operate the call center including management/Supervisors.