Answering Services RFP

The Taunton Housing Authority, on behalf of itself and the Stoughton and Bridgewater Housing Authorities, is issuing a Request for Proposals for comprehensive answering service provision. The three Massachusetts housing authorities collectively manage 1,038 housing units across their jurisdictions and seek a vendor to answer, record, and direct telephone calls during off-hours and specified times, including Monday through Thursday evenings from 4:00 p.m. to 8:30 a.m., Tuesday evenings from 7:00 p.m. to 8:30 a.m., Friday afternoons from 12:00 p.m. to 8:00 a.m., and all day on weekends and holidays, with maintenance line coverage extending beyond regular business hours of 8:00 a.m. to 4:00 p.m. Monday through Friday. Key deliverables include recording all emergency and non-emergency messages, relaying recorded messages to agency staff via email on the next business day, and directing emergency maintenance calls to on-call staff via cell phone. The selected vendor must utilize Language Line Services for interpreter access, which will be provided by the Taunton Housing Authority with a dedicated telephone number and identification number. Evaluation criteria include cost, performance quality, and alignment with the authorities' operational needs. Separate proposals are required for each agency and must be submitted via email to amercardo@tauntonhousing.com by 12:00 p.m. on Friday, April 17, 2026, with a five-year contract to commence on May 1, 2026.

The RFP does not specify set-aside designations or restrictions limiting responses to particular organization types or disadvantaged enterprise categories. No incumbent vendor or current contractor information is identified in the procurement documents. The authorities reserve the right to reject any or all proposals in the public interest. No award value or budget range is explicitly stated in the available documentation, though bidders should note that pricing will be a significant evaluation factor given the multi-year contract duration and ongoing service requirements across three separate housing authorities.