Power Delivery Call Center Services

Pasadena Water and Power (PWP) is seeking call center services to support power delivery operations and customer service functions. The call center will disseminate information from live calls and recorded messages, handle routine overflow calls for emergencies and disasters, and process citizen requests and complaints. The primary scope includes managing both inbound and outbound calls specifically for outage reporting and outage-related callback functions, with the ability to add custom notifications concerning the status of outages.

PWP is owned and operated by the City of Pasadena and serves more than 65,000 customers throughout Pasadena. The utility receives and transmits high voltage electricity from locally-generated sources or purchased power from a mix of conventional and renewable energy sources, stepping it down to deliver low voltage electricity to customers. The organization's priorities include reliability, responsiveness to customers, reasonable rates, and environmental stewardship.

Key dates for this procurement include a pre-proposal meeting on March 16, 2023 at 5:00 PM, a questions and answers deadline on March 21, 2023 at 8:00 PM, and a proposal submission deadline on March 29, 2023 at 8:00 PM. Prospective vendors must submit all required documentation including technical questionnaires, relevant experience forms, conflict of interest disclosures, and legal compliance certifications.

The procurement includes comprehensive submittal requirements with multiple attachments covering insurance requirements, federal contract provisions, HUD requirements, and general contract terms. Evaluation will be based on established criteria detailed in the RFP documentation, and the contract will be awarded through a competitive selection process in accordance with PMC 4.08.047.