Knowledge System for Water Call Center for Water Department

The City of Tampa's Utilities Call Center Division is seeking proposals for a new Call Center Knowledge Operations Software System through a Request for Proposal (RFP) due on August 21, 2025. The procurement aims to acquire a Commercial-Off-The-Shelf software package that can transition the call center from a "tribal knowledge" to a "guided knowledge" approach. The preferred solution is a web-based, Software as a Service (SaaS) system with minimal browser plug-ins and mobile app compatibility for iOS and Android devices. Key deliverables include a centralized knowledge repository, decision trees, interactive checklists, learning and development capabilities, and comprehensive reference document management. The system must support the call center's operations, which serve over 733,000 people and currently involve approximately 30 active agents and 3 supervisors. Evaluation criteria include cost (10 points), firm's relevant experience (30 points), project team qualifications (15 points), responsiveness to scope of services (20 points), criminal history screening practices (5 points), and WMBE/SLBE participation (20 points). A pre-proposal conference is scheduled for July 23, 2025, at 10:30 am, and the contract term will be five years with potential annual renewals and up to three additional 30-day extension periods.

The City of Tampa has robust Minority and Small Business Enterprise (WMBE/SLBE) participation requirements for this procurement. Proposers will be evaluated using an Equal Business Opportunity (EBO) Evaluation Points Form that awards up to 20 points for diversity and inclusion commitments. Bidders can earn points by being a certified underutilized W/MBE firm, demonstrating meaningful subcontractor participation from certified firms, or providing participation from external agency certifications. The procurement guidelines outline specific diversity participation goals across different industry categories, with a focus on increasing representation of Black, Hispanic, Asian, Native American, and Woman-owned businesses. Proposers must submit a Letter of Intent (Form MBD-40) within ten working days of bid opening, detailing subcontractor scope, cost, and percentage of total contract. While no specific budget range is listed, the Solicitation Review Checklist indicates a departmental budget of $25,000. The City will require successful proposers to execute Letters of Intent with subcontractors and provide comprehensive documentation of payments to disadvantaged, minority, or small local business enterprises throughout the contract period.