Temporary Contact Center Staffing Services
City of Austin > Austin Financial Services > Central Procurement
Original Solicitation Links
RFP 1100 MTL3006
]Temporary Staffing Services for Austin 311 and AE Utility
Contact
Submission Instructions
Description
The City of Austin is soliciting a contractor to provide approximately 130 to 270 temporary personnel for two high-volume inbound contact centers: Austin 3-1-1 and the Austin Energy Utility Contact Center. Required roles include customer service representatives, senior customer service representatives, utility account specialists, scheduling analysts, training instructors, quality improvement specialists, program coordinators, IT application and support analysts, and other related classifications. Personnel must support variable schedules, including nights, weekends, holidays, emergency response, and telework when required. At least 50% of each Customer Service Representative staffing request must be filled by qualified bilingual Spanish-speaking personnel. The contractor must recruit, screen, assess, background-check, onboard, train, manage, and retain personnel; provide payroll and automated timekeeping; furnish telework equipment and internet access when applicable; provide on-site management representatives at both contact centers; and support reporting, invoicing, performance dashboards, service-level metrics, retention programs, and transition from the existing staffing arrangement. The contractor must also comply with FACTA, data-handling and cybersecurity controls, network-access requirements, applicable City policies, and a $22.05-per-hour minimum living wage. Pricing must be submitted using the provided price sheets, with regular-time, overtime, ancillary-charge, and administrative-fee options.
Classification Codes
Smart Codes
Specifications
Timeline
Join TeamsRequirements
- Workers Compensation and Employers' Liability — $1,000,000.00
- Commercial General Liability — $1,000,000.00
- Business Automobile Liability — $100,000.00
- Professional Liability — $1,000,000.00
- Cyber Liability — $1,000,000.00
- Employment Practices Liability including Third Party Coverage — $1,000,000.00
- Payment Bond — 10%
- Performance Bond — 10%
- Minimum 3 references
- Within the last 10 years
- Client point of contact required for each reference
Location
Documents
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