After-Hours Utilities Dispatching Services-City of Gallup

Description

The City of Gallup is soliciting proposals from qualified and experienced firms to provide professional after-hours live call answering, incident intake, and dispatch notification services for the City of Gallup Utilities. The selected Contractor shall serve as the City's primary after-hours point of contact for utility-related service requests, outages, emergencies, and other customer inquiries requiring notification of on-call personnel.The City's normal business hours are Monday through Friday, 8:00 AM to 5:00 PM. The selected Contractor shall provide live operator answering services outside of normal business hours (5:00 PM to 8:00 AM), including weekends and City-observed holidays. The Contractor shall also be capable of providing temporary live call-answering coverage during normal business hours, upon request by the City, for staff shortages, emergency events, system outages, training, or other operational needs.The Contractor shall furnish all personnel, supervision, facilities, telecommunications systems, software, equipment, and technology necessary to perform the services described in this Request for Proposals. The objective of this procurement is to ensure utility customers receive prompt, professional service while providing timely notification of emergency and critical utility incidents requiring immediate response by City personnel.