After Hours Answering Service

The City of Mansfield Utilities Department seeks a vendor to provide an after‑hours answering and dispatch service for the entire 2027 fiscal year. The contractor must staff a call center that answers calls from 5:00 pm to 8:00 am on weekdays, all day on weekends, and on all government holidays, triage requests, dispatch urgent utility crews, forward non‑urgent matters to the Utility Billing Department, and deliver a daily call log and disposition report by 8:00 am the following morning. • Service coverage: 5 pm‑8 am (Mon‑Fri), 24 hrs (Sat‑Sun & holidays) • Responsibilities: call answering, issue assessment, dispatch coordination, log generation, daily reporting • Contract term: FY 2027 (approximately 12 months) • Expected deliverables: daily call logs, disposition reports, on‑call staffing schedule • Performance metrics: response time, accuracy of dispatch, report completeness