The contractor shall provide an after-hours answering service for customer inquiries and high volume calls for a utility outage or during a major disaster. The answering service shall be required to receive calls from 5:00p.m. to 7:30a.m., Monday through Friday, 24-hour service on Saturdays, Sundays and all City Holidays. The City reserves the right to adjust hours of operations of answering services with the appropriate notification to be mutually determined by both parties. The City requires an answering service that is staffed with call handlers that shall be courteous and professional. Staff must be located at the contractor's work facility or contractor's approved work space. An automated call answering service of any type shall not be permitted. The contractor must be able to provide multilingual solutions for callers.
