HAWAII ONE CALL CENTER

2026-11-03

The State of Hawaii is requesting competitive sealed proposals for a statewide notification system to protect , during excavations , all subsurface facilities for the conveyance of water , drainage , sewer , telecommunications , cable television , electricity , oil , petroleum products , gas , optical signals , traffic control , and for the transportation of hazardous liquids subject to the federal " Hazardous Liquid Pipeline Safety Act of 1979 , as amended ," which was recodified as 49 U . S . C . Chapter 601 . 2 . 4 SCOPE OF WORK All services and for whom services are to be provided for shall be in accordance with this RFP , including its attachments and any addenda . 2 . 4 . 1 MANDATORY REQUIREMENTS Mandatory Requirements are explicitly stated within this RFP . Offerors should consider the following general mandatory requirements prior to deciding to respond to this RFP : Offeror must be an organization independent of any Hawaii gas or electric utility , or any agency of the State . Offeror must be prepared to act in an independent capacity and not as officers or employees of the State . Offeror must indemnify , defend and hold harmless the State and its officers and employees from liability and any claim , suit , judgment , and damages arising as a result of the Successful Offeror ' s acts and / or omissions in the performance of its duties . Offeror must agree to multi - year contract with the State beginning on July 1 , 2026 through June 30 , 2029 , with an option to extend , by mutual agreement , for three ( 3 ) additional years or portions thereof . Offeror must possess extensive experience in all facets of one call center management and operations , strong oral and written communication skills and analytic skills , knowledge of current and evolving trends in one call center programs and technologies and a thorough understanding of the expected duties . Offeror must propose a lead staff member who will coordinate the services associated with the Center and serve as a single point of contact for all such services . Offeror shall NOT replace or alter the duties of key staff during the contract period without expressing written authorization , in advance , from the Commission . Offeror must provide its own equipment , office space , and materials for the Center . SCOPE OF SERVICES The primary services provided by the Provider shall be the operation of the Center which will be a statewide notification center , pursuant to HRS Chapter 269E . The Offeror selected pursuant to HRS Chapter 269E , and through this RFP , will assist the Commission in transitioning the System from its current operator , as applicable , and fully operating the Center on July 1 , 2026 . System personnel shall be the responsibility of the Provider and be assigned as necessary to accomplish the performance requirements as set forth herein . As part of the operation of the Center , the Successful Offeror shall provide full service , staffed operations on all Working days . The Successful Offeror shall provide for telephone , computer , and facsimile access to the Center during the time periods the Center is not staffed . In particular , the Successful Offeror shall provide excavators access and the ability to submit information concerning a planned excavation via telephone message , facsimile , or computer e - tickets at any time the Center is not staffed and will provide for confirmation of receipt of excavator submissions on the next Working day . An after - hours telephone message for the Center should provide callers ( excavators ) information on where to obtain operators ' contact information for emergency notifications . The Successful Offeror shall operate the Center to meet , or exceed , the requirements and standards set forth below : 1 . Establish performance standards for the operation of the Center for the purpose of promoting accuracy , cost effectiveness , and efficiency , and include but not be limited to the following key measurements : a . Average Speed to Answer Process - The Center shall have the capability of identifying , on the average , how long a caller has to wait before their call is answered by a CSR . Average Speed to Answer should be captured on a half - hour basis and accumulated for the day . Any half - hour period with zero calls shall be excluded from the daily average . Service Level - Calls should be answered within 30 seconds or less . b . Abandoned Calls Process - The Center shall identify the number of calls abandoned after waiting for over 30 seconds and how long callers waited for an answer before hanging up . Service Level - An objective service level shall be set based on percentage of calls that are abandoned . An abandonment rate of less than 5 % by callers that waited in excess of 30 seconds should be the objective .

Hawaii

2026-04-08