Austin 311 and Utility Contact Center Temporary Staffing
City of Austin > Austin Energy > Austin Financial Services - Central Procurement
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Description
The City of Austin is seeking a contractor to provide approximately 130 to 270 temporary personnel on an ongoing, as-needed basis for the Austin 3-1-1 and Austin Energy Utility contact centers. Required roles include customer service representatives, bilingual Spanish-speaking representatives, utility account specialists, analysts, program coordinators, training instructors, and related contact-center positions. At least 50% of each Customer Service Representative staffing request must be bilingual Spanish-speaking personnel. The contractor must recruit, screen, assess, background-check, onboard, train, and manage personnel; provide payroll and timekeeping systems; support hybrid telework; provide required equipment and internet access for teleworkers; maintain dashboards and reporting; and provide at least four onsite company representatives across the two centers. The scope includes stringent data-security, background-check, policy-compliance, performance, retention, and service-level requirements. The initial contract term is 24 months, with up to three additional 12-month extensions at the City's option. The City estimates an initial staffing level of approximately 130 to 270 personnel, declining to approximately 130 by contract year five, and previously reported $16,294,769.16 in supplemental staffing expenditures during fiscal year 2025. Proposals must include technical and pricing materials, a bid bond equal to at least 5% of the total offer, and the required certifications and affidavits. The solicitation requires electronic submission through Austin Finance Online's eResponse function.
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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 Insurance — $1,000,000.00
- Employment Practices Liability — $1,000,000.00
- Bid Bond — 5%
- Minimum 3 references
- Within the last 10 years
- Client point of contact required for each reference
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