24/7 Bilingual Call Answering Services
City of Phoenix > Parks and Recreation Department
Original Solicitation Links
PKS-RFP-27-0440
]24-hour answering service
Contact
Submission Instructions
Description
The City of Phoenix Parks and Recreation Department seeks a contractor to operate a professional, English- and Spanish-language inbound call-answering service 24 hours a day, seven days a week, including holidays and weekends. The service will handle public safety observations and general concerns reported in City parks, support at least 200 calls per month and two simultaneous calls, and keep wait and hold times within two minutes. Calls must be handled without transfers, second calls, or return calls. The contractor must document calls using structured fields, follow City-provided scripts and FAQs, and provide automated acknowledgments and timely reports. The contractor must provide a secure, mobile-accessible platform for City staff to view and download real-time call data, search and export records, add notes, close tickets, and generate quarterly and annual analytics. Records must be retained and accessible for 24 months, and data processing must remain within the United States. The scope also includes year-round technical support, routine maintenance, user guides and training, background screening, and data-protection controls. The five-year contract is expected to commence on or about February 1, 2027, subject to the stated effective-date conditions; offers are due October 28, 2026, at 2:00 p.m. Phoenix local time.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability — $2,000,000.00
- Workers Compensation
- Technology Errors and Omissions Liability — $1,000,000.00
- Network Security and Privacy Liability — $1,000,000.00
- Minimum 3 references
- Client point of contact required for each reference
Documents
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