OUTSOURCED CONTACT CENTER SERVICES FOR NYC 311

The NYC Office of Technology and Innovation (“the City” or “Agency”) is seeking an appropriately qualified and experienced vendor to provide comprehensive contact center solutions for New York City 311 (“NYC311”), the City’s vital non-emergency customer service platform. NYC311 connects residents, businesses, and visitors to government services and information across multiple communication channels. The requirements of this solicitation and any awarded contract include delivery of a high-quality customer service on a 24/7/365 basis.
This Request for Proposals (RFP) is released through PASSPort, New York City’s online procurement portal. Responses to this RFP must be submitted via PASSPort. To access the RFP/RFx, vendors should visit the PASSPort Public Portal. To reach the Public Portal, visit the following site: https://www.nyc.gov/site/mocs/passport/about-passport.page then click on the rectangle captioned “Procurement Navigator,” whereupon you will arrive at the Portal. To quickly locate the RFP/RFx, insert the following EPIN, 85826P0001, into the Keyword search field, then click Search.

In order to respond to the RFP/RFx, vendors must create an account within the PASSPort system if they have not already done so. This RFP will not include a pre-proposal conference. The deadline for the submission of questions is June 10, 2026.  The proposal due date (submission via PASSPort) is July 2, 2026 by 2:00 p.m. (EDT). All inquiries regarding this RFP must be submitted to the Agency Contact, through the PASSPort Discussion Forum.
Need help or have a question regarding PASSPort? Submit an inquiry to the MOCS Service Desk!

https://mocssupport.atlassian.net/servicedesk/customer/portal/8