Description
The City of Austin is seeking qualified firms to provide temporary staffing services for its 311 Contact Center and Austin Energy (AE) Utility call‑center operations. The contract will cover recruitment, onboarding, training, and management of temporary agents for a 24‑month initial term, with a focus on living‑wage compliance, bilingual capabilities, and robust performance reporting via a dashboard. Vendors must submit detailed recruiting and retention plans, experience documentation, pricing proposals, and comply with bonding, insurance, and wage‑theft certifications.
• Provide temporary call‑center agents (both inbound and outbound) for 311 and AE Utility services.
• Deliver a living‑wage compensation structure and associated benefits.
• Implement bilingual and telework stipends where applicable.
• Supply a data‑driven dashboard for performance metrics and reporting.
• Maintain compliance with City procurement policies, including bid, payment, and performance bonds.
• Offer a 24‑month term with potential renewal; pricing evaluated on hourly rates and markup for non‑specified items.