RFP_1100_MTL3006_ATT_13_v1.pdf

This Request for Proposal document pertains to temporary staffing services for the City of Austin, Texas, specifically supporting the Austin 311 Contact Center and Austin Energy Utility Contact Center. The City seeks to procure between 130 and 270 temporary contract personnel to staff two facilities located at 4815 Mueller Boulevard. Austin 311 operates 24/7 and handles approximately 73,000 contacts monthly, while the Austin Energy Utility Contact Center operates from 7 a.m. to 9 p.m. and handles approximately 94,815 contacts monthly. 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, and must manage all recruitment, screening, onboarding, training, background checks, skills assessments, and performance management. On-site management representation is required, with a minimum of four total managers and at least two dedicated per contact center. The initial contract term is 24 months with options for up to three additional 12-month extensions at the City's discretion. A non-mandatory pre-offer conference was held on August 12, 2026, via Microsoft Teams. Proposals are due September 1, 2026, and questions must be submitted by August 17, 2026, at 5 p.m. Central Time.

Pricing must accommodate 48 labor classifications and 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 City reserves the right to adjust quantities during the contract term without specified minimum orders. FY2025 supplemental staffing spend was $16,294,769.16, and Austin City Council authorized total contract spend authority of $69,800,000 in 2021. Evaluation criteria are weighted as follows: 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 90 or more points or decreasing 1% for fewer than 75 points. Contractors must obtain Performance and Payment Bonds equal to 10% of the annual contract amount.