Specifications include, but are not limited to: 1) The services provided under this Agreement are to answer the City of Omaha Solid Waste Hotline (402-444-5238) during certain hours. The successful bidder will answer the telephone, log the phone calls, and provide that information to others in the manner detailed below. 2) The normal hours of operation for the City of Omaha Solid Waste Hotline are from 8:00 am to 8:00 pm Monday through Friday, and 8:00 am to 12:00 pm on Saturdays. Hours of operation may be temporarily adjusted at any time, for any reason. 3) The number of calls received outside of normal operating hours ranges from 1 to 10 calls per hour during a typical month. The successful bidder must be able to handle up to 50 calls per hour under normal circumstances with no increase in cost. 4) Under normal circumstances, the phone call must be answered by a person within four (4) rings. To handle momentary overflows, any calls not answered within 4 rings must be switched to a recording machine that can take the call. All recorded message must be answered or appropriately addressed within 10 minutes. Every incoming call must be addressed. 5) Upon answering the phone, the following information must be recorded. The City will provide written information on how to handle common problems and requests. a) Name, address, and phone number of the caller b) Assigned day of collection c) Type of material (garbage, recycle, yardwaste) d) Type of service issue...
