RFP Call Center Monitoring Services

The City of Fort Worth, located in Tarrant County, Texas, is seeking proposals for Call Center Monitoring Services for its Information Technology (IT) Department through RFP 25-0189. The procurement aims to establish a contract for third-party monitoring of the city's 311 Call Center, which consists of 15 representatives, two supervisors, and one manager across multiple departments including Animal Care and Control, Code Enforcement, Transportation and Public Works, and Solid Waste. The selected vendor will be responsible for developing and maintaining six service scripts, evaluating approximately 90 recorded calls monthly, providing performance evaluations, and conducting four training sessions annually. Evaluation criteria will assess cost (15 points), call monitoring capabilities (25 points), performance evaluation scoring system (20 points), training/coaching experience (15 points), call trend knowledge (15 points), and ability to meet the city's needs (10 points). The RFP was posted on July 16, 2025, with questions accepted until July 23, 2025, and the final proposal submission deadline set for July 31, 2025, at 2:00 PM CDT through the Bonfire digital portal.

Proposers must have a minimum of 10 years of experience in call center monitoring services and maintain a full-time business address. While no specific set-aside designations are explicitly mentioned, the city emphasizes a "best value" evaluation approach that may consider vendor diversity. The existing infrastructure includes a Customer Relationship Management (CRM) system and WebEx platform, with a preference for cloud-based solutions. The estimated budget for the contract is up to $50,000 for the year, with potential for up to four one-year renewals. The city's 311 call center operates Monday and Friday from 7:00 AM-6:00 PM and Saturday from 7:00 AM-4:00 PM Central Time, with anticipated growth in call volume over the next five years. Vendors will be required to provide comprehensive insurance coverage and submit electronic invoices, with payment terms set at net 30 days. The contract will allow for potential interlocal agreements, enabling other governmental entities to potentially utilize the resulting contract.