Power Delivery Call Center Services

The City of Pasadena Water and Power (PWP) is issuing a Request for Proposals (RFP) for Power Delivery Call Center Services to provide 24/7 backup telephone support operations complementing PWP's existing Outage Management System (OMS) and Interactive Voice Response (IVR) system. The procuring jurisdiction is the City of Pasadena in Los Angeles County, California. The selected contractor must deliver comprehensive call center services including handling an estimated average of 50 calls per month, managing both inbound and outbound calls specifically for outage reporting and outage-related callback functions, providing English and Spanish language support, inputting customer data into web-based systems within 15 minutes of call receipt, and offering the ability to add custom notifications concerning outage status. Key objectives include disseminating information from live calls and recorded messages, handling routine overflow calls for emergencies and disasters, and managing citizen requests and complaints. Required qualifications include a minimum of five years of relevant call center experience. The evaluation methodology weights proposals as follows: 30% for proposed solution, 30% for experience and past performance, 30% for cost, 5% for local Pasadena business preference, and 5% for small or micro-business certification. The initial contract term is four years with two optional one-year extensions. Critical deadlines include a pre-proposal meeting scheduled for March 16, 2023, and a proposal due date of March 29, 2023.

The City of Pasadena has established evaluation preferences favoring local Pasadena businesses (5% weight) and small or micro-business certifications (5% weight), though the RFP does not indicate formal set-asides or restrictions limiting participation to disadvantaged enterprises. Proposers must comply with local hiring preferences, the Pasadena Taxpayer Protection Amendment, prevailing wage laws, living wage ordinances, and equal employment opportunity practices. All bidders are required to provide a Unique Entity Identifier (UEI) from SAM.gov, complete a comprehensive technical questionnaire addressing Information Technology security and integration requirements, submit relevant experience documentation detailing five previous projects, and complete multiple disclosure forms addressing conflicts of interest, disqualifications, workforce utilization, and organizational structure. The technical proposal is limited to 50 pages and must demonstrate understanding of project scope, operational capabilities, and service delivery approach, with pricing evaluated using a ratio method that rewards the lowest-cost proposal. The RFP document does not specify an explicit award value or budget range for this contract opportunity.