Project Information

Bid Title

Request for Proposal (RFP) for On-Call Answering and Dispatch Services - Addendum 1 - Q & A

Issuing Agency

City of San Buenaventura

Location

California

Published Date

Jun 17, 2026

Closing Date

Jun 29, 2026

Government Level

State & Local

Status

Closed

Original Source

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Bid Documents

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Project Description

Request for Proposal (RFP) for On-Call Answering and Dispatch Services – Addendum 1 – Q & A

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RFP – On-Call Answering and Dispatch Services

Questions and Answers – Addendum 1

Q1. Has the current contract gone full term?

A: Yes.

Q2. Have all options to extend the current contract been exercised?

A: Yes.

Q3. Who is the incumbent, and how long has the incumbent been providing the

requested services?

A: The current provider is The On Call Team, which has been providing answering and

dispatch services to Ventura Housing since approximately 2017.

Q4. To what extent will the location of the bidder's proposed location or headquarters

have a bearing on any award?

A: Ventura Housing does not require the contractor's headquarters or call center to be

located in a specific geographic area. However, all personnel providing answering and

dispatch services under this contract must be located within the United States.

Q5. How are fees currently being billed by the incumbent, by category, and at what

rates?

A: The current contract is billed monthly using the following rate structure:

350 One-Minute Calls: $297.50

350 Two-Minute Calls: $595.00

350 Three-Minute Calls: $1,192.50

Q6. What estimated or actual dollars were paid last year, last month, or last quarter to

the incumbent?

A: Ventura Housing paid approximately $11,478.98 during calendar year 2025.

Q7. Is previous experience with any specific customer information systems, phone

systems, or software required?

A: Experience working with Yardi is preferred but not required. Vendors should describe any

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relevant experience with property management systems, work order systems, or system

integrations.

Q8. What is the minimum required total call capacity?

A: Ventura Housing has not established a minimum total call capacity requirement at this

time.

Q9. What is the minimum simultaneous inbound call capacity?

A: Ventura Housing has not established a minimum simultaneous inbound call capacity

requirement. Historically, call volume is generally low and typically averages approximately

one call at a time.

Q10. What is the maximum hold time?

A: Calls should be answered as quickly as possible. Vendors should describe their standard

service levels and average call answer times.

Q11. What percentage of calls must be resolved without a transfer, second call, or

return call?

A: Ventura Housing expects the majority of calls to be handled and documented during the

initial interaction.

Q12. What is the maximum percentage of calls that can be terminated by the caller

without resolution?

A: The majority of calls received after hours involve maintenance-related concerns. At a

minimum, calls requiring maintenance service should be documented and entered into the

work order system. Non-emergency calls may be directed to Ventura Housing's regular

voicemail system when appropriate.

Q13. Is there a minimum or maximum number of operators and supervisors?

A: No.

Q14. What is the required degree of dedication for the call center? Can the call center

work on other contracts at the same time as this one?

A: Yes. The contractor may provide services to other clients provided that service levels,

responsiveness, and contract requirements are maintained.

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Q15. What is the required degree of dedication for operators? Can operators assigned

to this contract work on other contracts at the same time?

A: Yes. However, Ventura Housing prefers that the operator who receives the call completes

the call intake and work order documentation process rather than transferring the

information internally to another operator.

Q16. What was the average monthly call volume over the past year?

A: Ventura Housing's records indicate an average of approximately 714 billed minutes per

month during the previous year.

Q17. What is the current number of seats for operators and supervisors at the

existing call center?

A: Ventura Housing does not have access to this information.

Q18. What is the current average wait time for phone calls?

A: Ventura Housing does not currently track this metric and would welcome enhanced

reporting capabilities from the selected contractor.

Q19. What is the current average handle time for phone calls and other

communications?

A: Ventura Housing does not currently track this metric and would welcome enhanced

reporting capabilities from the selected contractor.

Q20. What is the current average after-call work time for operators?

A: Ventura Housing does not currently track this metric and would welcome enhanced

reporting capabilities from the selected contractor.

Q21. Over the past year, what percentage of calls were received in English versus

non-English?

A: Ventura Housing does not currently track this metric and would welcome enhanced

reporting capabilities from the selected contractor.

Q22. Over the past year, what percentage of calls were received in Spanish?

A: Ventura Housing does not currently track this metric and would welcome enhanced

reporting capabilities from the selected contractor.

Q23. What time of day, days of the week, or times of the year do calls typically peak?

A: Ventura Housing has not identified any significant call volume peaks. Call activity

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appears relatively consistent throughout the year.

Q24. Please reconfirm the due date for this procurement.

A: Proposals are due June 29, 2026, at 4:00 PM (PST).

Q25. If there was a previous solicitation for these services, what was its title, number,

release date, and due date?

A: Ventura Housing did not have any previous formal solicitation for these services between

2017 and current.

Q26. Why has this bid been released at this time?

A: Ventura Housing is conducting a competitive procurement to ensure compliance with

applicable procurement requirements and to evaluate available service providers and

technology solutions.

Q27. When is the anticipated go-live date?

A: Ventura Housing anticipates implementation during the first week of September 2026.

Q28. When is the anticipated contract start date?

A: Ventura Housing anticipates contract execution and service commencement no later than

September 2026.

Q29. Are bidders permitted to propose alternative pricing structures?

A: Yes. Ventura Housing did not prescribe a specific pricing format and welcomes

alternative pricing structures. Vendors should clearly explain their pricing methodology and

any assumptions used.

Q30. Please describe your level of satisfaction with your current or recent vendor(s)

for the same purchasing activity.

A: Ventura Housing has no significant concerns regarding the current provider's

performance. This procurement is being conducted as part of Ventura Housing's normal

procurement and contract review process.

Commodity Codes

• NAICS 561421Telephone Answering Services

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