Description
The City of New York’s Office of Technology and Innovation is soliciting a qualified vendor to operate and manage the NYC 311 outsourced contact‑center. The contractor will provide 24 × 7 × 365 voice and SMS services, bilingual (English/Spanish) staffing, and ancillary support such as outbound campaigns, dispatch coordination, and data‑entry functions. Delivery is on a production‑hour basis (≈ 32 000 production hours per month) with a 5‑year contract term and optional two‑year extensions. The vendor must integrate with City‑provided platforms (Cisco Finesse, Microsoft Dynamics 365, Verint, ServiceNow), meet stringent security and business‑continuity standards, and satisfy M/WBE and community‑hiring goals.
• 5‑year base contract (potential up to 9 years with renewals)
• Minimum 25 % bilingual agents; production‑hour model with ~256 k standard and 85 k bilingual hours in Year 1
• Required integration with City CRM, telephony, and workforce‑management systems, plus annual BC/DR testing
• M/WBE participation target 5 % and community‑hiring rate of 1 hire per $500 k of contract value