Housing Resource Helpline Operations and Technology
City of Detroit > Office of Contracting and Procurement > Department of Human, Homeless, and Family Services
Original Solicitation Links
Submission Instructions
Description
The City is gathering market information on call center operations and technology to support and potentially upgrade its Housing Resource Helpline, which handles approximately 120,000 calls annually. The requested capabilities include high-volume intake and triage, multilingual support, after-hours routing, outbound follow-up, quality assurance, call recording, performance reporting, and secure data capture and referrals to housing programs. Respondents may address call center operations, technology and integration, or both. The RFI requests information on solution approaches, implementation, staffing, architecture, data flows, hosting, security, system integrations, reporting, and applicable AI and translation capabilities. Responses are for planning purposes only; the City states that it does not intend to award a contract based on this RFI and expects to use the information to develop future RFPs.
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