After Hours Answering Service

The City of Tampa is soliciting quotes for professional after-hours answering services to support its Mobility and Water Departments. The selected contractor will be responsible for answering, assigning, dispatching, reporting, and documenting all calls during non-business hours, including weekdays from 4:30 p.m. to 7:30 a.m., full weekends, holidays, and during emergencies. Services must be performed by live operators within the United States, with a preference for the Tampa Bay Area, and must be capable of expanding to 24/7/365 continuous service if required. The contractor is expected to become familiar with specific city operations, such as stormwater management and traffic signal maintenance, to ensure public safety and well-being. Bidders must be licensed to do business in the State of Florida and provide a brief organizational history, a minimum of three professional references, and proof of insurance prior to award. Proposals must be submitted electronically via OpenGov and include a detailed methodology, equipment lists, and a price proposal for call transactions. The City may award the contract by division, line item, or aggregate total to the lowest responsive and responsible bidder. Performance is monitored through daily call reports, preferably in XML format, with a strict 8:00 AM EST deadline for the Mobility Services Department. Non-compliance with reporting requirements results in a 25 dollar per day deduction, and five such deductions within one month may trigger termination proceedings.