After Hours Answering Service

The City of Tampa is seeking a qualified vendor to provide a 24/7 after‑hours telephone answering service for its Mobility & Water Departments. The vendor must staff bilingual operators, handle approximately 2,000 calls per month, dispatch calls to the appropriate city personnel, document all interactions, and meet strict response‑time requirements (max 15 minutes per call). Service includes continuous coverage on weekdays (4:30 p.m.–7:30 a.m.), weekends, holidays, and emergencies, with the ability to scale up during incidents. The award will be a firm‑price contract based on per‑call transaction rates, with penalties for missed reporting deadlines. • Provide live answering, triage, dispatch, and documentation for all after‑hours calls. • Bilingual (English/Spanish) operators; additional languages optional. • 24/7 coverage, including holidays and emergency events. • Deliver daily call logs in XML/email format; retain recordings ≥ 60 days. • Maintain a dedicated city representative and use Microsoft Teams for messaging. • Penalties of $25 per day for non‑compliant reporting; possible termination after repeated breaches.