After-Hours Utilities Dispatching Services-City of Gallup

The City of Gallup is soliciting proposals for after-hours utilities dispatching services under ITB-2702, with proposals due September 8, 2026 at 2:00 p.m. and questions due August 28, 2026 at 5:00 p.m. New Mexico Resident Contractor or Resident Veteran Contractor certification may be considered for preference under State statute.

The Contractor shall provide live operator answering and incident intake for utility-related service requests, outages, emergencies, and customer inquiries outside normal business hours (5:00 p.m. to 8:00 a.m., including weekends and City-observed holidays) and furnish temporary coverage during normal business hours upon request. The scope includes handling power outages, downed lines, water main breaks, sewer backups, and other emergency situations, with capability to dispatch critical calls immediately to on-call personnel and route routine calls to departmental email for next-business-day handling. The Contractor must furnish all personnel, supervision, facilities, telecommunications systems, software, equipment, and technology necessary to perform services.

Required qualifications include demonstrated experience providing municipal or public-sector utility answering and dispatch services, 24-hour staffed call centers with emergency dispatch capability, redundant telecommunications systems, disaster recovery and business continuity capability, and secure handling of confidential information. The Contractor must obtain a current City of Gallup Business License before commencing work.

The contract has a base term from acceptance date with options for three additional one-year periods unless terminated sooner. Pricing shall be submitted as an annual cost billed monthly on a firm basis for ninety days after written contract notification. Awards are made on an indefinite-quantity basis. The Contractor is classified as an independent contractor and must obtain and maintain Workers' Compensation (statutory limits), Comprehensive General Liability ($1 million each occurrence), and Comprehensive Automobile Liability ($1 million each person/accident) insurance, naming the City as additional insured. Either party may terminate without cause upon thirty days' written notice, or for cause if the breaching party fails to cure within fifteen days (twenty-four hours for safety-related violations). Proposals are submitted via the City's OpenGov eProcurement Portal; contractor selection is anticipated approximately two weeks after City Council approval.