RFP 2025-007 Call Center Services

Background
The City of Tucker, Georgia, incorporated in 2016, operates under a council-manager form of government and serves over 38,000 residents across more than 22 square miles. The city provides core services such as planning and zoning, code enforcement, parks and recreation, and public works.

The goal of this contract is to engage a full-service call center vendor to enhance communication with residents by efficiently managing incoming calls and directing them to the appropriate subject matter experts.

Work Details
The selected vendor will provide the following services:
- Answer all incoming calls on a 24-hour basis.
- Perform after-hours triaging for emergency public works issues.
- Provide receptionist services to transfer calls to staff upon request.
- Answer frequently asked questions to minimize unnecessary transfers to staff.
- Provide information regarding court dates and citation details.
- Report monthly call metrics including total number of calls, call duration, hold times, and other agreed metrics.
- Record all calls and maintain recordings in compliance with local, state, and federal documentation retention requirements.

Optional add-on services may include webchat capabilities for residents on the City webpage and multi-lingual translation services for inbound calls.

Period of Performance
The contract will commence with a phase-in period from July 1 to July 31, 2025, with full service expected to launch no later than August 1, 2025. The contract duration is three years with annual renewals aligned with the City of Tucker's fiscal year.

Place of Performance
Services will be performed at the City of Tucker's facilities located at 1975 Lakeside Parkway, Suite 350, Tucker, Georgia.

Bidder Requirements
Bidders must provide a Certificate of Insurance covering general liability and workers' compensation. They must also comply with the Georgia E-Verify law for employment verification.

There are no minimum DBE requirements for this project; however, minority business enterprises are encouraged to participate.