Food Scraps Program Customer Support Contact Center
Ramsey County > Washington County > Ramsey/Washington Recycling & Energy
Original Solicitation Links
Contact
Submission Instructions
Description
Ramsey/Washington Recycling & Energy seeks a contractor to provide tier 1 customer support for its Food Scraps Pickup Program and food scraps drop-off program. Services include answering questions, assisting with participant registration and food scrap bag orders, resolving basic order and delivery issues, escalating complex matters to the buyer’s tier 2 team, and providing phone, email, chat, and text support. The contractor must provide 24/7/365 coverage, support English, Spanish, Hmong, Somali, Oromo, and Karen speakers, and accommodate additional languages. The contractor is asked to propose how it will provide non-English support; automated interpretation is not preferred. The contractor must provide contact-center systems and processes for ticketing, call recording, knowledge-base management, surveys, escalations, agent onboarding and training, and regular service and performance reporting. The solicitation specifies service-level objectives for call response, wait times, first-call resolution, abandoned calls, and customer satisfaction. It also requires data security, business continuity, and compliance with the Minnesota Government Data Practices Act. Proposals must include a cover letter, qualifications and experience, a fee schedule, three similar-client references, a signed Attachment A, and a conflict-of-interest disclosure. The proposal must be submitted as one document in at least 11-point font.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Cyber Liability — $5,000,000.00
- Commercial General Liability — $1,500,000.00
- Professional Liability — $2,000,000.00
- Automobile Liability — $1,500,000.00
- Workers' Compensation
- Minimum 3 references
- Client point of contact required for each reference
Documents
| Title | Date Posted |
|---|---|
| 2026 Customer Support Services RFP | Nov 03, 2026 10:54 AM |
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