AZCC - On Call and After-Hours Call Center Services

The Arizona Corporation Commission's Master Agreement CTR078668 is an Indefinite Delivery Vehicle (IDV) for On-Call and After-Hours Call Center Services, specifically designed to provide critical emergency notification support for Railroad and Pipeline incidents. The contract enables the procurement of comprehensive bilingual (English and Spanish) call center services, including 24/7 live call answering, detailed incident reporting, and emergency communication capabilities. The service is structured to handle unpredictable call volumes, with a maximum current usage of approximately eight hours per month, and includes comprehensive call logging, recording, and immediate incident notification protocols.

The IDV is awarded to Contact One Call Center Inc., a Tucson-based contractor, with a performance period from October 1, 2025, to September 30, 2026. The contract is a direct Master Agreement covering the state of Arizona, with an annual budget not exceeding $10,000 and a pricing structure of $45 per month plus $1.30 per minute. The contract includes multiple insurance coverages, such as Commercial General Liability ($1,000,000 per occurrence), Professional Liability ($3,000,000), and Workers' Compensation, ensuring comprehensive risk management for the Arizona Corporation Commission. The IDV was authorized by the State Procurement Office after a thorough review and determination that no existing statewide contracts could meet the specific service requirements.