Answering Service - After Hours

The City of Tampa is seeking a qualified vendor to provide 24/7 after‑hours telephone answering, dispatch, and documentation services for its Mobility & Water Departments. The vendor must staff bilingual operators, handle roughly 1,200 calls per month, record detailed call information, and support emergency calls from police and fire agencies. Service hours cover evenings, nights, weekends, holidays, and any declared emergencies, with strict response‑time requirements (no more than 15 minutes from call receipt to dispatch). The contract includes daily reporting, archiving of call recordings for at least 60 days, and a dedicated City representative. • Provide live answering, triage, and dispatch for after‑hours calls. • Maintain bilingual (English/Spanish) operators, with optional additional languages. • Deliver call logs and email/text documentation daily in XML or similar format. • Meet 24‑hour, 365‑day coverage with specified shift times (e.g., weekdays 4:30 p.m.–7:30 a.m., weekends 4:30 p.m.–7:30 a.m., holidays 24 hrs). • Follow City‑provided scripts, call‑out lists, and emergency protocols. • Accept monetary penalties for late reporting or missed call handling.