311 After-Hours Contact Centre Services
City of Mississauga > Corporate Services > Corporate Business Services
Original Solicitation Links
RFP-2026-0036
]311 After-Hours Services
RFP-2026-0036
]311 after-hours services
Contact
Submission Instructions
Description
The City seeks a third-party supplier to provide live human 311 contact centre coverage during designated after-hours periods, including Tier 1 inquiry handling and Tier 2 support for urgent or time-sensitive issues. The supplier must document, route, and escalate inquiries, coordinate dispatch and call-outs, maintain staffing and supervision, and provide scalable coverage during severe weather, emergencies, major events, service disruptions, and other demand surges. The scope also includes training, quality assurance, operational reporting, business-continuity planning, secure handling of City data, and integration with City systems through approved APIs. AI or automated agents may not respond to callers or process City call data without prior written approval. The City requires at least 80% of calls to be answered by a live agent within 60 seconds, with Tier 2 and dispatch calls routed within five minutes after answering. The contract term is five years, from March 31, 2027, to April 1, 2032. Bids are evaluated on qualifications, team experience, the response to the Statement of Work, methodology, technology, sustainability criteria, and pricing.
Classification Codes
Smart Codes
Specifications
Timeline
Requirements
- Commercial General Liability
- Automobile Liability
- Professional Liability including Technology Errors and Omissions
- Network/Cyber Security and Privacy Liability
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