After-Hours Utilities Dispatching Services-City of Gallup

The City of Gallup seeks a qualified firm to operate a 24/7 live call‑answering and dispatch service for its utility department. The contractor will be the primary after‑hours contact point, handling emergency and routine utility calls, documenting incidents, and notifying on‑call city personnel. Service must cover evenings, nights, weekends, and city‑observed holidays, with the ability to provide temporary coverage during regular business hours when requested. The contract is an indefinite‑quantity agreement that may be renewed for up to three additional one‑year periods. Bidders must demonstrate experience in municipal utility call centers, maintain redundant telecommunications infrastructure, and submit detailed monthly reporting. • Provide live operator answering from 5 PM to 8 AM daily, plus holidays. • Optional on‑demand coverage during normal business hours. • Call handling standards: answer within three rings, record calls, dispatch according to a defined escalation protocol. • End‑of‑shift and monthly statistical reporting requirements. • Must supply all personnel, equipment, software, and secure data handling. • Annual contract billed monthly; may be renewed annually for up to three years. • Evaluation based on experience, technical capability, reporting, and cost.