Call Center Services

Background
The City of Sandy Springs, incorporated in 2005, is home to more than 108,000 residents and is corporate home to a robust business community. The city uses an innovative public-private partnership model for operations and strives to sustain and further the attractive quality of life enjoyed by its residents. This RFP is a continuation of the PPP model of service delivery for Call Center Services.

Work Details
The contractor is expected to provide call center services to City staff by serving as the single point of contact for inquiries to the City. The services include providing a Call Center Manager, team lead, customer service representatives, and various call center functions such as handling non-emergency calls, inclement weather operations, police non-emergency calls, municipal court assistance, and web chat services.
The contractor will also be responsible for maintaining a fully functioning knowledge base of general city information and may propose optional AI services aimed at enhancing interactions with callers.

Period of Performance
The contract period includes a base contract from July 1, 2024, to June 30, 2025, with options for four additional years.
The phase-in period extends from June 2024 through the end of June 2024.

Place of Performance
All aspects of the call center services are to be performed offsite at a location designated by the vendor.