After Hours Answering Services

The State of Vermont’s Agency of Digital Services is seeking a vendor to provide 24‑hour after‑hours telephone and email answering services, including support for the Vermont Human Resources (VTHR) self‑service system. The contractor must operate from 4:30 PM to 7:45 AM EST on weekdays and over weekends/holidays, follow existing call‑tree scripts, handle security‑incident reports for Vermont Health Connect, and deliver monthly performance reports. The contract starts July 1 2026 for three years with two optional one‑year renewals, and invoices are paid net‑30. • Provide inbound call and email triage outside normal business hours (4:30 PM–7:45 AM EST). • Support VTHR self‑service functions (password resets, account unlocks, etc.) 24 × 7. • Deliver monthly statistical reports and meet SLA metrics (≥ 99.9 % availability, response‑time credits). • Must designate a single point of contact and adhere to attached SOPs, SLA, and BAA requirements.