Wastewater Collection Division Call Center Services

Project: Wastewater Collection Division Call Center Services Ref. #: RFP 2024-002 Department: Sewers Type: RFP Status: Open Open Date: Apr 9th 2024, 5:30 PM EDT Questions Due Date: Apr 23rd 2024, 1:30 PM EDT Close Date: May 7th 2024, 1:30 PM EDT Days Left: 7 Project Description:MSDGC is obligated under its Consent Decree to provide live telephone customer service to its customers 24 hours a day, seven days a week, in order to receive reports from and provide rapid response to those customers experiencing sewer backups (SBUs) on their properties. The telephone intake and rapid response functions are operated from MSDGC’s Wastewater Collection Division (WWC) headquarters. Customers phone in service requests to WWC’s call center at a variable and unpredictable rate. However, calls are received each and every day. Wet weather, such as rainfall or snowmelt, generally affects the number and frequency of requests for service due to SBU. Severe weather can lead to a very large increase in

call volume. MSDGC seeks proposals for the provision of live call-taking and call management services outside of normal operating hours when the WWC Call Center is not staffed by MSDGC and during normal operating hours when MSDGC staff may need additional assistance. Call-taking and support services are to be provided by workers offsite at vendor’s offices or other facilities. In the case of offsite services, vendor shall assure that every call taker will have the necessary equipment and internet connectivity to access MSDGC’s web-based call management system. Important Events:OngoingOpen DateOnline PortalPosting date for the OpportunityApr 9th 2024, 5:30 PM EDTN/AUpcomingClose DateOnline PortalDeadline for SubmissionsMay 7th 2024, 1:30 PM EDTN/APassedQuestions Due DateOnline PortalDeadline to submit QuestionsApr 23rd 2024, 1:30 PM EDTN/A Supporting Documentation:Addendum 1, RFP 2024-002.pdfOtherDocument - Addendum 1 - RFP 2024-002 Collection Division Call Center ServicesRead more...Apr 16th 2024, 1:07 PM EDT - Addendum 2, RFP 2024-002.pdfOtherDocument - Addendum 2 - RFP 2024-002 Call Center Services for Wastewater Collection DivisionRead more...Apr 18th 2024, 3:11 PM EDT - Addendum 3, RFP 2024-002.pdfAddendaAddendum containing questions and answers.Apr 25th 2024, 3:53 PM EDT - Addendum 3, RFP 2024-002.pdfOtherDocument - Addendum #3Apr 25th 2024, 3:56 PM EDT - Aff of Acc.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (Instructions).pdfDocumentationInstructions for LLCs to complete the Affidavit Concerning Authority.Read more...Apr 25th 2024, 3:53 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (Instructions).pdfOtherDocument - Addendum #3Apr 25th 2024, 3:56 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (template).docxDocumentationTemplate for LLCs to complete the Affidavit Concerning Authority.Read more...Apr 25th 2024, 3:54 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (template).docxOtherDocument - Addendum #3Apr 25th 2024, 3:56 PM EDT - Att 0.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - Att 1 - Revised.docxDocumentationRequired Document Apr 18th 2024, 3:08 PM EDT - Att 2 - Revised.docxDocumentationRevised DocumentApr 18th 2024, 3:08 PM EDT - Att 3.docxDocumentationRequired Document Apr 9th 2024, 5:30 PM EDT - Att 4.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - Att 5.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - Corporate Resolution 2 Authorized to Sign - Instructions.pdfDocumentationSupporting Document Apr 9th 2024, 5:08 PM EDT - CorporateResolution2AuthorizedtoSign.docDocumentationRequired Document Apr 9th 2024, 5:08 PM EDT - PA Template 9 1 2022.pdfDocumentationSample Terms & Conditions of a Professional Services ContractRead more...Apr 9th 2024, 5:09 PM EDT - Professional Services Small Business Enterprise Rating Rubric 11.6.19.pdfDocumentationSupporting DocumentApr 9th 2024, 5:05 PM EDT - RFP 2024-002 - Call Center Services QQ.docxDocumentationThe QQ as one documentApr 9th 2024, 5:30 PM EDT - RFP 2024-002 - Call Center Services RFP.pdfDocumentationThe RFP DocumentApr 9th 2024, 5:07 PM EDT - RFP-Q Subconsultant Utilization Plan.pdf.pdfDocumentationRequired Document Apr 9th 2024, 5:05 PM EDT - SBE Statement of Intent to Contract Perform.pdf.pdfDocumentationRequired Document Apr 9th 2024, 5:05 PM EDT - Supporting Documentation: Search FileTypeDescriptionDate CreatedActionsAddendum 1, RFP 2024-002.pdfOtherDocument - Addendum 1 - RFP 2024-002 Collection Division Call Center ServicesRead more...Apr 16th 2024, 1:07 PM EDT - Addendum 2, RFP 2024-002.pdfOtherDocument - Addendum 2 - RFP 2024-002 Call Center Services for Wastewater Collection DivisionRead more...Apr 18th 2024, 3:11 PM EDT - Addendum 3, RFP 2024-002.pdfAddendaAddendum containing questions and answers.Apr 25th 2024, 3:53 PM EDT - Addendum 3, RFP 2024-002.pdfOtherDocument - Addendum #3Apr 25th 2024, 3:56 PM EDT - Aff of Acc.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (Instructions).pdfDocumentationInstructions for LLCs to complete the Affidavit Concerning Authority.Read more...Apr 25th 2024, 3:53 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (Instructions).pdfOtherDocument - Addendum #3Apr 25th 2024, 3:56 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (template).docxDocumentationTemplate for LLCs to complete the Affidavit Concerning Authority.Read more...Apr 25th 2024, 3:54 PM EDT - AFFIDAVIT CONCERNING AUTHORITY (template).docxOtherDocument - Addendum #3Apr 25th 2024, 3:56 PM EDT - Att 0.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - Att 1 - Revised.docxDocumentationRequired Document Apr 18th 2024, 3:08 PM EDT - Att 2 - Revised.docxDocumentationRevised DocumentApr 18th 2024, 3:08 PM EDT - Att 3.docxDocumentationRequired Document Apr 9th 2024, 5:30 PM EDT - Att 4.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - Att 5.docxDocumentationRequired Document Apr 9th 2024, 5:03 PM EDT - Corporate Resolution 2 Authorized to Sign - Instructions.pdfDocumentationSupporting Document Apr 9th 2024, 5:08 PM EDT - CorporateResolution2AuthorizedtoSign.docDocumentationRequired Document Apr 9th 2024, 5:08 PM EDT - PA Template 9 1 2022.pdfDocumentationSample Terms & Conditions of a Professional Services ContractRead more...Apr 9th 2024, 5:09 PM EDT - Professional Services Small Business Enterprise Rating Rubric 11.6.19.pdfDocumentationSupporting DocumentApr 9th 2024, 5:05 PM EDT - RFP 2024-002 - Call Center Services QQ.docxDocumentationThe QQ as one documentApr 9th 2024, 5:30 PM EDT - RFP 2024-002 - Call Center Services RFP.pdfDocumentationThe RFP DocumentApr 9th 2024, 5:07 PM EDT - RFP-Q Subconsultant Utilization Plan.pdf.pdfDocumentationRequired Document Apr 9th 2024, 5:05 PM EDT - SBE Statement of Intent to Contract Perform.pdf.pdfDocumentationRequired Document Apr 9th 2024, 5:05 PM EDT - Note To download files, Log in or Register for a Bonfire Account.