IFB 10208133 - 24-Hour Telephone Answering Services

The California Department of Water Resources (DWR) has issued Invitation for Bid (IFB) #10208133 for 24-hour telephone answering services specifically for the Division of Flood Operations' Flood Operations Center (FOC). The procurement seeks a contractor to handle incoming calls during non-business hours, including nights, weekends, and holidays, with a primary focus on providing flood emergency assistance to the public and agencies within California. Bidders must demonstrate at least three years of experience in telephone answering services and maintain the capability to be available 24/7/365 with necessary equipment and infrastructure. The solicitation requires comprehensive call screening, providing limited information, and effectively relaying calls as necessary. Key bid details include a three-year contract term beginning in July 2025, with the bid due on April 3, 2025, and a public bid opening scheduled for April 7, 2025, via Microsoft Teams. Evaluation criteria will likely include bidder experience, responsiveness to specifications, and compliance with state requirements.

The procurement incorporates specific set-aside provisions targeting small businesses and Disabled Veteran Business Enterprises (DVBE), with potential preference calculations for qualifying bidders. Contractors must submit various certifications, including documentation for DVBE participation, small business status, and compliance with state regulations such as Russia sanctions and generative AI disclosure requirements. Invoicing will be conducted monthly, with undisputed invoices to be paid within 45 days. While the total contract value is not explicitly stated, the three-year term suggests a substantial commitment from the state. Additional compliance requirements include maintaining necessary communication infrastructure, adhering to state procurement guidelines, and potentially integrating with existing emergency response communication systems. Bidders will need to demonstrate not only technical capabilities but also a commitment to supporting California's flood emergency response infrastructure.