After-Hours Utilities Dispatching Services-City of Gallup

The City of Gallup is soliciting proposals from qualified and experienced firms to provide professional after-hours live call answering, incident intake, and dispatch notification services for the City of Gallup Utilities. The selected Contractor shall serve as the City's primary after-hours point of contact for utility-related service requests, outages, emergencies, and other customer inquiries requiring notification of on-call personnel.

The City's normal business hours are Monday through Friday, 8:00 AM to 5:00 PM. The selected Contractor shall provide live operator answering services outside of normal business hours (5:00 PM to 8:00 AM), including weekends and City-observed holidays. The Contractor shall also be capable of providing temporary live call-answering coverage during normal business hours, upon request by the City, for staff shortages, emergency events, system outages, training, or other operational needs.

The Contractor shall furnish all personnel, supervision, facilities, telecommunications systems, software, equipment, and technology necessary to perform the services described in this Request for Proposals. The objective of this procurement is to ensure utility customers receive prompt, professional service while providing timely notification of emergency and critical utility incidents requiring immediate response by City personnel.

The City of Gallup Utilities is committed to providing safe, reliable, and responsive utility services to its customers. Because utility service interruptions, public safety concerns, and emergency situations can occur at any time, the City requires a dependable after-hours communication and dispatch system to ensure customer calls are promptly answered, accurately documented, and efficiently routed to the appropriate on-call personnel. The selected Contractor will play a critical role in supporting the City's commitment to timely customer service, effective emergency response, and the continued operation of essential utility services.