USA (Nebraska) – Utility Customer Outage and Call Response Services

(1) Vendor needs to provide utility customer outage and call response services.- Historical call data indicates high volume volatility: monthly call volumes range from a minimum of 132 calls to a peak of 817 calls, with a historical monthly average of 264 calls.- The City operates a customer services center that provides support during normal business hours (Monday-Friday, 8:00 a.m. to 3:30 p.m.) but utilize 3rd party services for our outage reporting.- Respond to outage calls and texts as a customer facing service 24/7.o Document information provided for every call- Outage type- Address- Customer name and contact information from customer databaseo Provide masked call back to customers for staff.o Group calls into events- Based on geographical data- Based on customer feeder data- Based on user input(2) All question must be submitted no later than June 24, 2026.

Onshore (USA organization Only)

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.