RFP_1100_MTL3006_ADD_6_v1.pdf

This is Solicitation Addendum No. 6 for the City of Austin's RFP 1100 MTL3006 for Temporary Staffing Services supporting the Austin 311 Contact Center and Austin Energy Utility Contact Center. The City requires 130 to 270 temporary contract personnel across two facilities located at 4815 Mueller Boulevard. Austin 311 operates 24/7 handling approximately 73,000 monthly contacts, while the Austin Energy Utility Contact Center operates 7 a.m. to 9 p.m. handling 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. Staffing is projected to decrease to approximately 130 personnel by year five as positions convert to permanent City staff. The initial contract term is 24 months with options for up to three additional 12-month extensions at the City's discretion. The solicitation due date has been extended to Thursday, October 1, 2026, at 2:00 p.m. Central Time. This addendum incorporates revisions to the Solicitation Instructions (Version 2) and replaces the Cover Sheet with Version 6, deleting Section 10.4.2(d) and adding ISO 9001 certification as a preferred qualification under Section 10.4.1(iii).

Pricing must accommodate 48 labor classifications with approximately 328 employees and 520,080 annual hours in year one. All contract personnel must earn a minimum of $22.05 per hour under the City of Austin Living Wage Program. 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. Contractors must obtain Performance and Payment Bonds equal to 10% of the annual contract amount. The City authorizes total contract spend of $69,800,000 based on FY2025 supplemental staffing spend of $16,294,769.16. The contractor is responsible for all recruitment, screening, onboarding, training, background checks, skills assessments, and performance management, with quarterly performance measured against a Service Level Agreement scorecard. Offerors must acknowledge receipt of this addendum by returning one signed copy with their response prior to the solicitation closing date, or risk rejection of their offer.