The County of San Diego Planning and Development Services (PDS) is soliciting proposals for a contractor to operate a full-service, 24/7 call center that handles inbound public calls, emails, and web-form inquiries regarding planning applications, building permits, zoning questions, code enforcement complaints, and inspection scheduling. The contractor will staff the center with trained representatives, maintain call recording, route complex inquiries to PDS staff, and provide daily call volume and resolution reports. All calls must be answered within 30 seconds at target service level. Bilingual (English/Spanish) coverage is required. This contract replaces expiring Contract #564550.
• Proven government or public agency call center experience (3+ years) • Bilingual (English/Spanish) staffing for all shifts • Call recording and quality monitoring with recordings retained per County retention schedule • Integration capability with County permitting/CRM systems (Accela or equivalent) • SLA: 80% of calls answered within 30 seconds • ISO 9001 or equivalent quality management certification preferred • County IT Security and data privacy compliance (CJIS if applicable) • General Liability Insurance: $1,000,000 per occurrence / $2,000,000 aggregate • Business Continuity / Disaster Recovery plan • Monthly performance reports: call volume, abandonment rate, resolution rate
Applicants must be established call center operators with demonstrated experience serving government agencies or large public-facing organizations. The firm must have the technological infrastructure to handle multi-channel contact (phone, email, chat) and integrate with County case management or permit tracking systems. Minimum three years of government call center experience required.
Planning and Development Services seeks a contractor to operate a 24-hour-a-day, 7-day-a-week call center to receive and route public inquiries, complaints, and service requests related to planning, permitting, and code enforcement.