RFP_1100_MTL3006_ATT_1_v8.pdf
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- Solicitation number
- RFP 1100 MTL3006
- Issued by
- Texas
About this file
This is a Solicitation Cover Sheet for Request for Proposals (RFP) 1100 MTL3006 issued by the City of Austin, Texas for Temporary Staffing Services supporting the Austin 3-1-1 Contact Center and Austin Energy Utility Contact Centers. The City seeks contract personnel including customer service representatives and related support roles to staff two facilities operating 24/7 and 7 a.m. to 9 p.m. respectively, with projected staffing needs of 130 to 270 temporary employees across 48 labor classifications. A non-mandatory pre-offer conference is scheduled for Wednesday, August 12, 2026 at 9:30 a.m. Central Time via Microsoft Teams. Written questions must be submitted by Monday, August 17, 2026 at 5:00 p.m. Central Time via email. Proposals are due Thursday, October 8, 2026 at 2:00 p.m. Central Time, with offer opening scheduled for 3:00 p.m. the same day. The initial contract term is 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.
All contract personnel must earn the City of Austin Living Wage Program minimum of $22.05 per hour. The contractor must provide a minimum of 50% bilingual Spanish-speaking personnel for customer service representative positions and is responsible for all recruitment, screening, onboarding, training, background checks, skills assessments, and performance management. On-site management representation is required with a minimum of four total personnel, including at least two dedicated per contact center. Contractors must obtain Performance and Payment Bonds equal to 10% of the annual contract amount. The City of Austin authorized total contract spend authority of $69,800,000 in 2021, with FY2025 supplemental staffing spend at $16,294,769.16. Evaluation criteria include Recruiting and Retention Plan (32 points), Offeror Experience and Organization Structure (17 points), Price Proposal (17 points), Concept and Solution (14 points), and 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 adjustments based on performance metrics.
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Text version
Solicitation COVER SHEET v7
RFP
1100 MTL3006
(061720)
Revised 10/26/2023
IDENTIFICATION
Number RFP 1100 MTL3006
Title Temporary Staffing Services for Austin 3-1-1 and Austin Energy Utility Contact Centers
Summary
Contract for temporary staff, including customer service representatives and related roles, to support operations at the Austin 3-1-1 and Austin Energy Utility Contact Centers.
Type Request for Proposals (RFP) Version (Addenda) 7
AUTHORIZED CONTRACT PERSONS
Primary Melissa Le, Procurement Specialist III; (512) 978-1377;
Melissa.Le@austintexas.gov
Secondary Tracey Gettridge, Procurement Specialist IV; (512) 974- 2998; Tracey.Gettridge@austintexas.gov
Subcontractor Questions Austin Small Minority Business Resources; (512) 974-7600;
SMBRComplianceDocuments@austintexas.gov
Version (Addenda) See Solicitation Instructions, 3.1 Authorized Contact Persons.
IMPORTANT DATES
OFFERS DUE:
Date and Time Thursday, October 08, 2026, at 2.00 PM Central Time
Notes See Solicitation Instructions, 5 Offer Submission.
OFFER OPENING:
Date and Time Thursday, October 08, 2026, at 3.00 PM Central Time
Notes See Solicitation Instructions, 5 Offer Submission.
QUESTIONS DUE:
Date and Time Monday, August 17, 2026, at 5.00PM Central Time
Submission Method Email Only
Notes See Solicitation Instructions, 3.2 Questions.
CITY OF AUSTIN Solicitation Cover Sheet v7
PRE-OFFER
CONFERENCE:
Conference (Yes/No) Yes
Mandatory (Yes/No) No
Date and Time Wednesday, August 12, 2026, at 9:30AM Central Time
Location Microsoft Teams or call in
Notes
Microsoft Teams link:
https://teams.microsoft.com/meet/264414892099972?p=RPaKj0LdC1vLR fKRw0 Meeting ID: 264 414 892 099 972 Passcode: Y85Xm7my
Join by phone: +1 512-831-7858, 143976024#
PUBLISHED:
Date Monday, August 3rd, 2026
Available Online https://www.austintexas.gov/page/solicitations
Available Hardcopy Austin Financial Services-Central Procurement, 505 Barton Springs Road, Ste 330, Austin, TX 78704
SOLICITATION DOCUMENTS
Document name Pages Date Solicitation Packet – RFP 1100 MTL3006 Includes the following: August 3, 2026
Solicitation Cover Sheet v7 3 September 30, 2026 Solicitation Instructions v2 14 September 18, 2026
Terms and Conditions v1 26 September 11, 2026 Scope of Work v2 29 September 11, 2026
Price Sheet – RFP 1100 MTL3006 v2 – Complete and return 1 September 16, 2026 Offer and Certifications – RFP 1100 MTL3006 v1 – Complete and return 11 September 11, 2026
FACTA Affidavit of Compliance – Complete and return 2 August 3, 2026 Austin Energy Data Handling Controls 11 August 3, 2026
Network Connection Agreement 11 August 3, 2026 Policies, Acknowledgements, and Guidelines 92 August 3, 2026
City of Austin Telework Standards 5 August 3, 2026 Service Level Assessment (SLA) Sample Scorecard 1 August 3, 2026 https://teams.microsoft.com/meet/264414892099972?p=RPaKj0LdC1vLRfKRw0 https://teams.microsoft.com/meet/264414892099972?p=RPaKj0LdC1vLRfKRw0 tel:+15128317858,,143976024 https://www.austintexas.gov/page/solicitations
CITY OF AUSTIN Solicitation Cover Sheet v7
Job Descriptions 26 August 3, 2026
Addendum 1 – Complete and Return 1 August 7, 2026 Addendum 2 – Complete and Return 7 August 14, 2026 Addendum 3 – Complete and Return 1 August 28, 2026 Addendum 4 – Complete and Return 41 September 11, 2026 Addendum 5 – Complete and Return 1 September 16, 2026 Addendum 6 – Complete and Return 1 September 18, 2026 Addendum 7 – Complete and Return 1 September 30, 2026
NIGP CODES
COMMODITY CODES:
Code Description 96130 Employment Agency And Search Firm Services
Email Only
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