RFP - Utility Customer Outage and Call Response Services

The City of Grand Island Utilities is seeking qualified vendors to provide customer outage reporting and call‑response services. The contractor will staff a call center, answer outage calls, log reports, and dispatch information to appropriate utility teams. This is a service‑oriented contract focused on telecommunications and customer support for utility outages. • Provide a staffed call‑center (phone and possibly web) to receive outage reports from residential and commercial customers. • Log, track, and communicate outage information to the utility’s operations team in real‑time. • Deliver consistent, accurate outage notifications and updates to affected customers. • Maintain compliance with municipal service standards and response‑time requirements. • Offer after‑hours support and emergency escalation procedures as needed.