RFP 24-Hour Live Answering Service - Addendum 1ta
DATE: March 16, 2026
TO: All Prospective Live Call Answering Service Providers
RE: RFP — 24- Hour Live Call Answering Service
ADDENDUM NUMBER 1
The following shall be considered as incorporated into the Request for Proposal (RFP) for the above -
referenced project. Portions of RFP that are not specifically mentioned in this addendum remain in
force.
REQUEST FOR PROPOSAL
1. Question: What is the historical call volume for the STVR hotline?
Answer: Call volume ranges between 10 to 30 calls most of the year, expect in the
month of April, when call volume increases to about 80 calls a month due to the
Coachella and Stagecoach Festivals.
2. Question: What was the total number of calls during the last 12 months?
Answer: Around 300 calls.
3. Question: What is the average call duration for a typical report?
Answer: 3-7 minutes.
4. Question: What percentage of calls require escalation to the STVR local contact?
Answer: All calls must be escalated to the STVR local contact.
5. Question: Does the City expect calls to be handled by a dedicated agent?
Answer: Yes
6. Question: Are there bilingual support requirements?
Answer: Yes
7. Question: Does the City expect overflow or backup staffing?
Answer: Yes
8. Question: Does the vendor need to provide a fully hosted reporting portal?
Answer: Yes
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9. Question: What data fields and reporting capabilities are required?
Answer: The following data field should be included in the report:
• Date and time a call was received, caller's name and phone number (if provided)
• Address of the property being reported
• Information indicating whether the reported property is a permitted STVR.
• Activity log indicating whether the local contact, security company or law
enforcement was contacted based on the reported incident.
• Confirmation (time stamped) when the local contact returned the call to the call
center, and whether the response occurred within the required 30 minutes
allowed for local contact to respond.
• Or confirmation (time stamped) that agent made contact or left messages for the
security company or law enforcement, depending on type of incident and the
time of call was received.
10. Question: Approximately how many registered STVR properties are in the City?
Answer: 1,213 active STVRs and 13 more properties are pending approval.
11. Question: Are agents expected to contact STVR local contacts directly?
Answer: Yes, they need to contact local contact, security company, and/or law
enforcement.
12. Question: What is the expected timeframe for notifying the STVR contact after receiving a
complaint?
Answer: Within 15 minutes.
13. Question: Are vendors responsible for tracking resolution status after escalation?
Answer: Yes.
14. Question: What is the estimated annual budget for contract?
Answer: The estimated annual budget is $10,000.
15. Question: Does the City anticipate a multi -year contract term?
Answer: Yes, a 3-year agreement.
16. Question: When does the current agreement expire?
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Answer: June 30, 2026.
17. Question: What is the current pricing model?
Answer: A monthly base fee for a certain number of minutes. City is charged for
additional minutes after that set base amount is exceeded.
18. Question: What key performance metrics will be used to evaluate vendor performance?
Answer: All required information is captured accurately, the established flow chart is
followed, and issues are resolved in a timely manner.
19. Question: How many City users will require access to the reporting portal?
Answer: Access for 3-5 users.
20. Question: Will the City provide training and onboard support?
Answer: Yes, City staff will meet with the team to discuss successful outcomes.
21. Question: Who is the current provider?
Answer: The City's current contractor is Central Communication For more information
about the agreement please use the link below.
https://laglaserweb.laguintaca._povMebLink/Welcome.aspx?dbid=1 &repo= CityofLa Quin
to
APPROVED:
Lisa Chastain
Public Safety Management Analyst
END OF ADDENDUM NUMBER 1
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