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Issue Date: 10/23/2018 Contract Number: TOH-C#: 113-2018

Implementation of a Public Sector 311 Citizens Call Center and Emergency Operations Center (EOC)


Description:

The Town of Hempstead seeks proposals from qualified firms located and authorized to do business in the State of New York, to provide a full service turn–key software solution and professional services to implement a public sector 311 Citizen Call Center and Emergency Operations Center (EOC) for the Town. The call center would offer a single point of contact into Town government for constituents’ service requests, inquiries, and complaints. The EOC will serve as the Town’s primary command and control center in the event of a major incident, such as a hurricane, civil disturbance, flood, etc. There is a desire to leverage adjacencies and similarities to maximize efficiencies that can be gained between the two (2) functions.

 

311 Citizen Call Centers are being implemented successfully across the country, with the primary objective of improving delivery of municipal services to constituents. 311 call centers accomplish this objective by providing a single, easily remembered three-digit number for constituents to access all Town services; a tool for department heads to track service requests and monitor performance; a means for the Supervisor to implement town wide performance programs and measure results; and readily accessible real time data.

 

If a major incident occurs, the Town Supervisor and a team of departmental representatives report to the Emergency Operations Center and are able to provide overall centralized coordination of information and resources during the event. The new EOC will also be a single point of coordination with the Nassau County Office of Emergency Management to ensure that there is an efficient flow of information and effective decision making and response.

Due Date: 12/07/2018 11:00 AM

Contract Term: One (1) Year

Location: Various

Ad Type: General


Technical contact:     Town of Hempstead
Office of the Supervisor

Deborah Algios
Assistant to the Chief Counsel to the Supervisor
One Washington Street
Hempstead, NY 11550-4037
United States
Ph: 516-414-3172 ext.3172
Fax: 516-483-6353
dalgios@tohmail.org

Primary Contact:     Hempstead, Town of
Purchasing Division
Comptroller's/Purchasing
Dominick Longobardi
Deputy Comptroller
350 Front Street
Hempstead, NY 11510
United States
Ph: 516-489-5000 ext.6561
Fax: 516-483-6353
dlongobardi@tohmail.org

Secondary contact:     Hempstead, Town of
Purchasing Division
Comptroller's/Purchasing
Dominick Longobardi
Deputy Comptroller
350 Front Street
Hempstead, NY 11510
United States
Ph: 516-489-5000 ext.6561
Fax: 516-483-6353
dlongobardi@tohmail.org