Power Delivery Call Center Services

Post InformationPosted At:Thu, Mar 9, 2023 4:07 PMSealed Bid Process:Yes (Bids Sealed / Pricing Sealed)Private Bid:No1. Introduction1. SummaryPasadena Water and Power (“PWP”) is seeking Call Center services to disseminate information from live calls and recorded messages and handle routine overflow calls for emergencies and disasters, and citizen requests and complaints. The Center will handle both inbound and outbound calls specifically for outage reporting and outage related callback functions with the ability to add custom notifications concerning status of outage.2. BackgroundPasadena Water and Power is owned and operated by the City of Pasadena for the benefit of its customers and the community. Our priorities are reliability, responsiveness to customers, reasonable rates and environmental stewardship. We measure our success not by profits but by how reliable and affordable our services are. We receive and transmit high voltage electricity, generated locally or purchased from a

mix of conventional and renewable energy sources, and step it down to deliver low voltage electricity to more than 65,000 customers throughout Pasadena.3. Contact InformationJerome BraggProject Manager Email: jbragg@cityofpasadena.netPhone: (626) 744-4438Department:Water & Power Department, Power Delivery4. TimelineRelease Project Date:March 9, 2023Pre-Proposal Meeting (Non-Mandatory):March 16, 2023, 10:00am Microsoft Teams meeting Join on your computer, mobile app or room device. To join the meeting: https://teams.microsoft.com/l/meetup-join/19%3ameeting_ODBmNWEyOWQtNmQ5NC00MGMxLTljM2ItYzJmOTY5NDIxOTcx%40thread.v2/0?context=%7b%22Tid%22%3a%2282d9fc00-2c66-4402-a28f-c6bcdc32e491%22%2c%22Oid%22%3a%22c2c4c4fd-ca68-4207-b6fa-41bbddcb77ba%22%7dMeeting ID: 283 858 427 720 Passcode: DwBky5 Join on the web Or call in (audio only) +1 213-493-7443,,372543853# Phone Conference ID: 372 543 853#Question Submission Deadline:March 21, 2023, 1:00pmProposal Submission Deadline:March 29, 2023, 1:00pm