85826P0001-Outsourced Contact Center Services For Nyc 311
ID: 85826P0001
• State: New York
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Description
Background
The NYC Office of Technology and Innovation (OTI) is seeking a qualified vendor to provide comprehensive contact center solutions for NYC311, New York City's essential non-emergency customer service platform. NYC311 connects residents, businesses, and visitors to government services and information across various communication channels. The goal of this solicitation is to ensure high-quality customer service on a 24/7/365 basis, reflecting the City's commitment to equitable service delivery, especially for historically underserved populations.
Work Details
The contractor will be responsible for providing the following services:
1. Call-taking services: Live support across voice, SMS, or other channels; responding to public inquiries; taking service requests; and providing accurate referrals using the NYC311 knowledge base and CRM.
2. Ancillary services: Operational programs such as outbound campaigns, scheduling, claims processing, and emergency transportation coordination.
3. Professional services: Project-based technical and analytical expertise to support call center initiatives and business continuity.
The contractor must also ensure seamless integration with the City’s technology stack including Cisco Finesse for telecommunication, Microsoft Dynamics 365 for CRM, and Verint for quality management.
Period of Performance
The anticipated contract term is five (5) years with two (2) renewal options of two (2) years each. The contract is expected to start on March 1, 2027.
Place of Performance
Services will be performed in New York City. The contractor must maintain a business presence within the city regardless of whether their operations are onsite, hybrid, or remote.
Bidder Requirements
Contractors must comply with local labor laws and regulations including Equal Employment Opportunity practices. At least 25% of representatives must be certified bilingual (English/Spanish). Background checks are required for all staff. The contractor must demonstrate capacity to handle up to 50% of total annual NYC311 calls and be prepared for surge staffing during emergencies.
The NYC Office of Technology and Innovation (OTI) is seeking a qualified vendor to provide comprehensive contact center solutions for NYC311, New York City's essential non-emergency customer service platform. NYC311 connects residents, businesses, and visitors to government services and information across various communication channels. The goal of this solicitation is to ensure high-quality customer service on a 24/7/365 basis, reflecting the City's commitment to equitable service delivery, especially for historically underserved populations.
Work Details
The contractor will be responsible for providing the following services:
1. Call-taking services: Live support across voice, SMS, or other channels; responding to public inquiries; taking service requests; and providing accurate referrals using the NYC311 knowledge base and CRM.
2. Ancillary services: Operational programs such as outbound campaigns, scheduling, claims processing, and emergency transportation coordination.
3. Professional services: Project-based technical and analytical expertise to support call center initiatives and business continuity.
The contractor must also ensure seamless integration with the City’s technology stack including Cisco Finesse for telecommunication, Microsoft Dynamics 365 for CRM, and Verint for quality management.
Period of Performance
The anticipated contract term is five (5) years with two (2) renewal options of two (2) years each. The contract is expected to start on March 1, 2027.
Place of Performance
Services will be performed in New York City. The contractor must maintain a business presence within the city regardless of whether their operations are onsite, hybrid, or remote.
Bidder Requirements
Contractors must comply with local labor laws and regulations including Equal Employment Opportunity practices. At least 25% of representatives must be certified bilingual (English/Spanish). Background checks are required for all staff. The contractor must demonstrate capacity to handle up to 50% of total annual NYC311 calls and be prepared for surge staffing during emergencies.
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Overview
Opportunity ID
85826P0001
Response Deadline
July 2, 2026
Due in 16 Days
Date Posted
May 26, 2026
Source
Pre-Bid Conference
No pre-proposal conference will be held. The solicitation states that the RFP will not include a pre-proposal conference and that the City does not intend to conduct one. Vendors must create an account in the PASSPort system and submit inquiries through the PASSPort Discussion Forum.
Q&A Deadline
All inquiries regarding this RFP must be submitted in writing to the Authorized Agency Contact Person through the PASSPort Discussion Forum / PASSPort system. Vendors should use the Agency Contact identified in Section I.
Est. Value Range
Experimental
$150,000,000 - $450,000,000
(AI estimate)
Agency Distribution
High
On 5/26/26 Information Technology and Telecommunications (DOITT) in New York issued Outsourced Contact Center Services For NYC 311 with ID 85826P0001 due 7/1/26.
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Posted documents for 85826P0001-Outsourced Contact Center Services For Nyc 311
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Additional Details
Contract Start Date
3/1/2027
Contract End Date
6/10/2026