IVHQ- Phone answering service - SP W/ EC

The State of Illinois, specifically for Adams County and the Quincy Illinois Veterans Home, is seeking a phone answering service vendor through a Small Purchase with Emergency Conditions procurement method. The contract requires a vendor to provide 24/7 switchboard and security dispatch services to cover hours outside of the facility's current full-time staff coverage (5:00 a.m. to 9:00 p.m., Monday through Friday). Key service requirements include answering calls by the fourth ring, transferring calls promptly, maintaining hold times under two minutes, and using English-fluent operators. The contract will commence upon final signature and terminate on 6/30/2026, with an estimated average of 2,500 phone answering service minutes per month. The vendor must perform services from a location within the United States and is prohibited from subcontracting. Evaluation criteria are not explicitly detailed, but the vendor must demonstrate capability to meet all specified service standards and operational requirements.

The procurement does not specify explicit set-aside designations or restrictions for disadvantaged enterprises. The contract has a firm total price not exceeding $27,000, with payment terms governed by the State Prompt Payment Act. Vendors must maintain $1,000,000 in General Commercial Liability and Auto Liability insurance, and comply with Workers' Compensation Insurance requirements. The contract includes standard provisions for termination, confidentiality, and compliance with state and federal laws, and is contingent upon the availability of state appropriations. Vendors must maintain records for three years and provide monthly call logs with invoices. The contract allows the state flexibility in termination based on funding availability, performance issues, or convenience, presenting a structured but potentially dynamic procurement opportunity for qualified phone answering service providers.