Interactive Voice Response Services (RFP 2025IVR010)

Background
The City of Los Angeles is seeking proposals for Interactive Voice Response (IVR) services to support the Department's daily operations through the Automated Inspection Request System (AIRS) and Inspection Call Back System (ICBS).
This initiative aims to enhance operational efficiency and improve service delivery to the public.

Work Details
The contractor will provide comprehensive IVR services that include:
- Development and implementation of an IVR system that integrates with AIRS and ICBS.
- Maintenance and support for the IVR system, ensuring high availability and reliability.
- Regular updates and enhancements based on user feedback and technological advancements.
- Training for department staff on how to utilize the IVR system effectively.
- Reporting capabilities to track usage metrics and identify areas for improvement.

Period of Performance
The contract will be performed over a period of 24 months from the date of award, with an option for two additional one-year extensions based on performance and funding availability.

Place of Performance
Services will be performed primarily at the Department of Building and Safety offices located in Los Angeles, California, with potential remote support as needed.

Bidder Requirements
Proposers must comply with the City’s Business Inclusion Program (BIP), which requires outreach to Minority Business Enterprises (MBE), Women Business Enterprises (WBE), Small Business Enterprises (SBE), Emerging Business Enterprises (EBE), Disabled Veteran Business Enterprises (DVBE), and Other Business Enterprises (OBE).
Proposals must include completed MBE/WBE/SBE/EBE/DVBE/OBE Subcontractors Information Form ('Schedule A') as part of their submission.