City Renews Call Center Contract, Restarts Curbside Grease Pickup

Print More

City councilors Tuesday unanimously approved renewing a contract with Total Outsourced Systems, Inc. (TOS), which provides call center service for the Utility Billing and Solid Waste Services departments.

Its service is supplemental to city-employed staff and receives inbound calls from customers and performs any necessary administrative duties.

TOS handles an average of 18,000 calls per month for the Utility Billing Division. The city extended its contract to handle the Utility Billing Division for another two years and included an early termination clause. The department underwent a billing system change last year and is still reviewing its customer interaction and workflow.

The company handles an average of 8,000 calls for Solid Waste Services and its contract has been extended until July 2012.

City Manager Russell Allen said the call center keeps costs down by providing its own employees and housing call center equipment. He said the TOS is a local company and employs local residents.

Got (Cooking) Grease?
Residents can once again leave cooking grease and oil at the curb for pickup.

The city will collect grease between Nov. 1 and Jan. 13. This will be the third year the Public Utilities and Solid Waste Services Departments have collected grease at no charge. Those who are interested in grease pickup can call the Solid Waste Services Department at 996-6890. Grease should be poured in a clear, plastic container labeled “used cooking oil.”

Last year, the program collected 862 gallons of yellow grease, such as cooking oil, from 200 donors.

Triangle Biofuels Industries, Inc. will provide storage containers, accept and process the collected cooking oil and reimburse the city $0.25 per gallon.

McLaurin Parking Contract Approved
McLaurin Parking will continue to operate and manage six city-owned parking decks and four surface lots in downtown Raleigh until October 2015. The current contract with the city expires on Oct. 31.

Four companies responded to the city’s request for proposal. Staff recommended the city continue its relationship with McLaurin.

Comments are closed.