RFP_1100_MTL3006_ADD_3_v1.pdf

This addendum document pertains to a Request for Proposal issued by the City of Austin, Texas for temporary staffing services supporting the Austin 311 Contact Center and Austin Energy Utility Contact Center. The City seeks proposals for 130 to 270 temporary contract personnel across two facilities located at 4815 Mueller Boulevard, with Austin 311 operating 24/7 and handling approximately 73,000 monthly contacts, while the Austin Energy Utility Contact Center operates 7 a.m. to 9 p.m. with approximately 94,815 monthly contacts. The contractor must provide qualified customer service representatives and support specialists, with a minimum of 50% bilingual Spanish-speaking personnel for customer service positions, and must assume full responsibility for recruitment, screening, onboarding, training, background checks, skills assessments, and performance management. The initial contract term spans 24 months with options for up to three additional 12-month extensions at the City's discretion, with staffing projected to decrease to approximately 130 personnel by year five as positions convert to permanent City staff. Proposals were due September 1, 2026, with a non-mandatory pre-offer conference held on August 12, 2026 at 9:30 a.m. Central Time via Microsoft Teams.

All contract personnel must earn the City of Austin Living Wage Program minimum of $22.05 per hour. The pricing proposal must accommodate 48 labor classifications and approximately 328 employees with 520,080 annual hours in year one, with the City reserving the right to adjust quantities during the contract term. The evaluation is weighted across six criteria: Recruiting and Retention Plan (32 points), Offeror Experience and Organization Structure (17 points), Price Proposal (17 points), Concept and Solution (14 points), plus up to 10 points each for Local Business Preference and Small Business Preference. Performance is measured quarterly against a Service Level Agreement scorecard with contract markups increasing up to 1% for scores of 90 or above or decreasing 1% for scores below 75. Contractors must obtain Performance and Payment Bonds equal to 10% of the annual contract amount. The City authorized total contract spend authority of $69,800,000 in 2021, with FY2025 supplemental staffing spend of $16,294,769.16. Written questions from potential bidders were due August 17, 2026 at 5 p.m. Central Time.