85826P0001-OUTSOURCED CONTACT CENTER SERVICES FOR NYC 311

Agency:	City of New York
State:	New York
Type of Government:	State & Local
NAICS Category:	561422 - Telemarketing Bureaus and Other Contact Centers
Posted Date:	May 26, 2026
Due Date:	Jul 2, 2026
Solicitation No:	85826P0001
Original Source:	Please Login to View Page
Contact information:	Please Login to View Page
Bid Documents:	Please Login to View Page

Description

Program:	311
Industry:	Professional Services - IT Related
EPIN:	85826P0001
Procurement Name:	85826P0001-OUTSOURCED CONTACT CENTER SERVICES FOR NYC 311
Agency:	DEPARTMENT OF INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS
RFx Status:	Released
Procurement Method:	Competitive Sealed Proposal
Release Date:	5/26/2026 12:00:00 AM
Due Date:	7/2/2026 2:00:00 PM
Main Commodity:	Telephone System Services

Show / Hide : Summary Summary

EPIN 85826P0001	Release Date 5/26/2026 12:00:00 AM (Your Local Time)

Estimated Number of Contracts 1.00
Estimated Procurement Value 94,625,755.20
Agency DEPARTMENT OF INFORMATION TECHNOLOGY AND TELECOMMUNICATIONS
Agency Contact First Name Paul
Agency Contact Last Name Simms
Agency Contact Email psimms@oti.nyc.gov
Concept Report
RFx Title 85826P0001-OUTSOURCED CONTACT CENTER SERVICES FOR NYC 311
RFx Status Released

Show / Hide : Description Description

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

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

Show / Hide : Key Dates Key Dates

Anticipated Contract Start Date (M/d/yyyy)

3/1/2027

Anticipated Contract End Date (M/d/yyyy)

2/29/2032

Release Date (M/d/yyyy)

5/26/2026

Due Date (M/d/yyyy)

7/2/2026

Bid Opening Date (M/d/yyyy)

12:00:00 AM

Questions Due Date (M/d/yyyy) Agency Users may not respond to your question if it is submitted after this date.

6/10/2026

Show / Hide : Documents Documents

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85826P0001-OUTSOURCED CONTACT CENTER SERVICES FOR NYC 311

Description

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