RFP_1100_MTL3006_ADD_5_v1.pdf

This is Solicitation Addendum No. 5 issued by the City of Austin's Central Procurement office on September 16, 2026, for RFP 1100 MTL3006 regarding temporary staffing services for the Austin 311 Contact Center and Austin Energy Utility Contact Center. The City is seeking proposals to provide 130 to 270 temporary contract personnel across two facilities located at 4815 Mueller Boulevard, with Austin 311 operating 24/7 to handle approximately 73,000 monthly contacts and the Austin Energy Utility Contact Center operating 7 a.m. to 9 p.m. to handle 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 representative positions. The contractor bears full responsibility for recruitment, screening, onboarding, training, background checks, skills assessments, and performance management, with required on-site management representation of a minimum of four total personnel, including at least two dedicated per contact center. The initial contract term is 24 months with options for up to three additional 12-month extensions. The original solicitation closing date was September 1, 2026, with a non-mandatory pre-offer conference held on August 12, 2026.

The contract encompasses 48 labor classifications covering approximately 328 employees and 520,080 annual hours in year one, with all contract personnel required to earn the City of Austin Living Wage Program minimum of $22.05 per hour. Staffing is projected to decrease to approximately 130 personnel by year five as positions convert to permanent City staff. The total contract spend authority of $69,800,000 was authorized by Austin City Council in 2021, with FY2025 supplemental staffing spend at $16,294,769.16. The City reserves the right to adjust quantities during the contract term without specified minimum orders. Evaluation criteria are weighted across six categories: 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 pricing markups increasing up to 1% for 90+ points or decreasing 1% for fewer than 75 points. Contractors must obtain Performance and Payment Bonds equal to 10% of the annual contract amount. This addendum specifically replaces the Price Sheet with Version 2 and the Cover Sheet with Version 5, with all other terms and conditions remaining unchanged, and requires offerors to acknowledge receipt of this addendum by returning one signed copy with their proposal prior to the solicitation closing date.