Contact Quality Monitoring

Agency:	Orlando Utilities Commission
State:	Florida
Type of Government:	State & Local
NAICS Category:	541620 - Environmental Consulting Services
Posted Date:	Jul 29, 2025
Due Date:	Aug 29, 2025
Solicitation No:	PR8243
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

Main

Agency
Orlando Utilities Commission

Status
Active

Fiscal Year
2025

Primary Contact
Cindy Luttfring

Title
Contact Quality Monitoring

Secondary Contact

Number
PR8243

Tertiary Contact

Type
Request for Proposal

Department

Online Submissions
Yes

Project Estimate

Piggyback Solicitation
No

Insurance Required
No

Bid Bond Required
No

Bid Bond Amount

Performance Bond Required
No

Performance Bond Amount

Construction Bond Required
No

Construction Bond Amount

Scope of Services
The purpose of this Request for Proposal (RFP) is to solicit proposals from qualified companies interested in providing Quality Monitoring Services for OUC, which includes calls and emails. OUC utilizes a contact quality monitoring service to assess employees` effectiveness while interacting with customers via calls or emails. The evaluation measures employee`s soft and technical skills based on published guidelines and standards. . Customer service representative assessments include, but are not limited to, ability to communicate in a professional and courteous manner, efficient processing of a request and knowledge and execution of OUC policies and procedures. The process identifies both skills in which employees excel as well as areas requiring improvement. The guidelines and standards are also used to enhance the customer experience.

Dates(All times are listed as EST )

Broadcast Date
7/29/2025 4:00 PM EST

Question End Date
8/5/2025 12:00 PM EST

Due Date
8/29/2025 2:00 PM EST

Bid Opening Date

Pre-Bid Conferences

Total: 0 (All times are listed as EST )

Date

Time

Mandatory

Location

Documents

Total: 7

Type	Name	Description	File Type	Â
Request for Proposal	RFP 8243 OQ Contact Quality Monitoring.pdf	RFP 8243	PDF
Price Sheet	8243 OQ Price Sheet.xlsx	Must submit in MS Excel	Excel
Correspondence	8243 OQ Attachment C.xlsx	Must submit in MS Excel	Excel
Correspondence	procure general services 23.pdf	Terms and Conditions	PDF
Correspondence	Exceptions Page 4.17.25.pdf	Exceptions Page	PDF
Correspondence	Entity Crimes - Sworn Statement 10-4-11.pdf	Public Entity - must be notarized and cross out #7 or 8	PDF
Correspondence	Dispute Disclosure 10-4-11.pdf	Dispute Disclosure	PDF

Quote/Bid

Zones
Total: 0

Zone

Groups
Total: 0

Group

Quote/Bid Items

Total: 0

Required

Group

Make

Model

Description

Quantity

Unit of Measure

Price/ Percent

Type

Additional Quote/Bid Items Fields

Display Options Spreadsheet Section	No	Display Image and Specifications Hyperlink Fields	No
Display Build Sheet File Upload Field	No	Display Options File Upload Field	No
Require Build Sheet File to be Uploaded	No	Require Options File to be Uploaded	No
Display Lead Time Field	No	Display Standard Packaging Field	No

Delivery Date
None

Required Files to be Uploaded by the Vendor
Proposal

Shipping
FOB Destination

Terms and Conditions
See OUC`s Terms and Conditions

Include Shipping in Price of Items
No

Display Bid Tabulation to Vendors
No

Display Vendor Submissions to Vendors
No

View Vendor Submissions while Bid Solicitation is Active
No

Allow Options File to be Updated after Due Date
No

Allow Post Due Date Submission
No

Commodity Codes

Total: 2

Code	Description
[961-20]	Customer Service Evaluation Services
[952-77]	Research and Evaluation, Human Services (Including Productivity Audits)

Publications

Total: 0

Publication

Date

Contact Quality Monitoring

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