The City of O’Fallon, Missouri, is soliciting sealed proposals from qualified companies to provide an afterhours emergency telephone service for the Water & Sewer Department. The call volume for this type of service, over the last couple of years, has typically been between 600 – 900 minutes. However, 20% of the time the volume range has been approximately 1,000 – 1,200 minutes. SERVICE REQUESTED: • A statement of experience in providing the services proposed as well as experience in providing services for other entities. • Please provide examples of currently utilized protocols, call scripts, and the ability to connect with local first responders. • A statement of the ability to identify customers who receive service from the City of O’Fallon Water, Sewer, or both and the ability to communicate to them about their needs related to these services, then to communicate the concern to after-hours field employees, and the ability to provide canned responses or eliminate an after-hours response. • Provide sample of call documentation processes and a statement of how the information would be provided to the City. • A statement of back-up capability in order to avoid any interruption in after-hours call services. • A cost proposal which shall include a fixed base monthly call handling charge and per minute charge. As well as any other additional charges that may apply. • Any other information believed to be relevant or useful for the City in its selection of an afterhours call service provider.
