PEAS Call Center RFP

The State of Michigan's Department of Environmental Quality (DEQ) is seeking a contractor to provide a comprehensive Telephone Answering Service for the Pollution Emergency Alerting System (PEAS) through a Request for Proposal (RFP). The primary objective is to secure a vendor capable of answering and managing incoming pollution-related emergency calls on a 24/7 basis, with the ability to handle at least two simultaneous calls and maintain hold times under one minute. Key deliverables include capturing detailed incident information, electronically transmitting data to DEQ staff, digitally recording all conversations, archiving call information for 90 days, and providing monthly reports in Excel format. The contractor must utilize the existing toll-free telephone infrastructure provided by Century Link and routed through the Michigan Department of Technology, Management and Budget (DTMB). Historical data indicates an average of 54 calls in 2018, with peak volumes reaching 113 calls and an average call duration of 8 minutes. The RFP was issued on March 13, 2019, with proposals due by April 3, 2019, and an anticipated contract start date of May 1, 2019. The initial contract term is one year, with potential for up to two additional one-year renewals.

The RFP does not specify any specific set-aside designations or restrictions on organizational types that can respond to the solicitation. The current service provider is AMBS Call Center, which has been paid an average of $454 per month for services. The DEQ has not disclosed a specific project budget and is seeking to establish a new contract to stabilize pricing and ensure consistent service requirements. The contract requires the winning vendor to have continuous internet access and utilize a third-party online form/database called GoFORMZ. Additionally, the selected contractor must commit to attending an annual face-to-face meeting in Lansing, Michigan. There are no multilingual staffing requirements, and the RFP does not impose location-specific vendor preferences. Pricing will be evaluated based on various call-related charges, including monthly answering service fees, per-minute rates for message taking, out-dialing, and operator time. While precise budget details are not explicitly stated, the historical monthly payment of $454 provides a baseline for potential contract value considerations.