Government Contract | Texas
Call Center Temporary Staffing Services

Bid Information

Bid Alert No: 00000470682

Bid Title: Call Center Temporary Staffing Services

Agency Bid No. Title: RFP 1100 RMJ0306

Received Date: 01/29/2016

Close Date: 02/26/2016

Purchase Type: Term:

Delivery Point: Austin, Texas

Delivery Date: Not Stated

Special Notices: Pre-Bid Conference Optional 02/03/2016 01:30 PM


Specifications include, but are not limited to: The City of Austin (COA) Electric Utility Department, dba Austin Energy, hereinafter referred to asAE, seeks proposals in response to this Request for Proposal (RFP) from temporary staffingagencies, qualified and experienced in partnering with large organizations and/or governmentagencies, and providing Contract Personnel for customer contact in-bound call centers. Thepurpose of this RFP is to provide AE with experienced and otherwise qualified inbound customerservice representatives on a long and short term basis to staff the Citywide Information ContactCenter (3-1-1) and the AE Utility Contact Center and to support the business needs of each. The AE Utility Contact Center and Austin 3-1-1 are both divisions of AEs Customer Care businessunit. AE is the COA, Texas municipally-owned electric utility, serving over 750,000 people anddelivering electricity to approximately 400,000 customers within its service area. The AE systemincludes three local power plants, 50 distribution substations and over 9700 miles of distributionfeeders both underground and overhead.The AE Utility Contact Center currently located at 721 Barton Springs is responsible for managingall customer interactions with regard to COA customers electric, water and wastewater accounts.In addition to general inquiries, processing start and stop service requests and billing questions theCustomer Service Center is responsible for managing the flow of information to customers as aresult of interruptions in service during weather related outages. The AE Utility Contact Centerreceives an average of 120,000 calls per month from November through May, with an increase incalls up to 155,000 per month from June through October.

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Product Code: 96269

Agency Information

Issuing Agency: City of Austin

State: Texas

Agency Type: State and Local

Contact: Ray Moncada 721 Barton Springs Road, Austin, Texas, 78704

Phone: 512-322-6594




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