The Mashpee satellite office is connected to the Mashpee main office by a wireless point to point connection.

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1 Community Health Center of Cape Cod (CHC) would like to invite you to bid on the telephone system for their offices in Mashpee, Bourne, and Falmouth. All interested bidders will find a copy of the request for proposals below and on our website, Thank you very much in advance for your proposal. Sincerely, Katy O'Connell, CIO Community Health Center of Cape Cod 1. Current Environment & IT Infrastructure CHC operates offices in Mashpee, Falmouth, and Bourne. Total staff number approximately 140. Table 1 below provides details on the number of staff, phone sets and phone lines at each site. Except for the two offices in Mashpee, each site currently has its own phone system, and none of the systems are integrated with each other. Table 1 Location # staff # Phone lines Phone system phone sets Mashpee Single T1 for voice + 4 copper lines for ESI main fax, alarm, DSL Mashpee 4 5 IP phones connected to Mashpee ESI satellite main, 2 copper for fax & DSL, backup Falmouth copper lines, including 1 fax & 1 DSL Nortel Bourne copper lines, including 1 fax and 1 fire alarm Avaya The Mashpee satellite office is connected to the Mashpee main office by a wireless point to point connection. CHC employs three staff in its IT department (Chief Information Officer, Network Engineer, IT Specialist) who will be responsible for the administration of the phone system. We are running Exchange 2003 and Active Directory We intend to upgrade to Exchange 2010 and Active Directory 2008 later this year, but not before the phone system upgrade. We use Sonicwall routers in Mashpee, Bourne, and Falmouth to establish VPN connections to the main office in Mashpee over Comcast cable internet 1

2 service. The Sonicwall devices act as firewalls in Bourne and Falmouth, and we use a Fortigate device as our firewall in Mashpee. Clinical staff in Mashpee, Falmouth, and Bourne and all staff in Falmouth and Bourne access our network via Windows Remote Desktop. Administrative staff based in Mashpee do not use Remote Desktop. Currently all workstations throughout the organization are running Windows XP or Windows 7, but we are piloting a thin client version of Windows 7 for some workstations where the network will only be accessed via Remote Desktop. 2. Business Challenges Proposals shall provide detailed explanation of how the following business challenges will be addressed: With three separate phone systems in 4 sites, interoffice communications are problematic in our current environment. Busy signals are not uncommon at all three sites. We expect that an integrated phone system with extension dialing between sites and appropriately sized pipes between the offices will improve this. We would also like to implement an internal instant messaging system that is integrated with the phone system, so that key users (e.g. switchboard, nursing supervisors, front desk supervisors) can view on their computer screens what other IM users are logged into a computer and whether they are on the phone and have the option to send them an instant message that will pop on the other user s screen. These users access our network through Windows Remote Desktop, so any telephone software functions must work over terminal services (Windows Server 2008 R2). We intend to implement a centralized switch board at our main location in Mashpee so that patients can reach the appropriate staff by calling one number, no matter what office that staff person is working in on a particular day. Since many patients are already accustomed to calling the direct line of the office where they are usually seen (i.e. Falmouth or Bourne), we would like to continue to offer that option, but with the capability for these calls to overflow or be re-routed to the main switchboard during especially busy periods. Our clinical users (medical assistants, nurses, doctors, counselors) must be able to work at a number of different workstations while still having access to their own phone extension and voic . As with instant messaging, these functions must work over terminal services (Windows Server 2008 R2). Behavioral health providers and outreach workers rotate among various sites (Mashpee, Falmouth, and Bourne) from day to day. We would like to provide a more consistent telephone presence for these users, so that staff and patients do not have to track them down by location based on their schedules. We do not intend to put phones in our exam rooms, but we do rely on interpreter services that are provided by phone for our non-english speaking patients. We are looking for a flexible and secure (HIPAA compliant) option for providing a speaker phone in an exam room when interpretive services are required for the visit. We are asking bidders to make specific recommendations how we can accomplish this. (In our current environment, there are specific exam rooms that have active telephone jacks. When an interpreter is needed, we borrow a phone set from a desk where it is not critical and plug it into the jack in the exam room for the visit.) 3. Expansion & Infrastructure Upgrades CHC registers 200 new patients a month. We expect the number of patients served to continue to grow for several more years. To meet this demand, we are in the midst of constructing a 22,000 square foot 2

3 addition to our main building in Mashpee, which is scheduled for occupancy in September The expansion will include 19 additional exam rooms, 10 dental operatories, an imaging suite, a pharmacy, and administrative office space. We will also be relocating our tel/data closet from the existing building to the expansion. The main demarcation point for the Mashpee building will remain in the current tel/data closet, and a 50 micron multi mode fiber, 10 cat-6 cables, and 200 pair feeder cable will be installed between the old and new tel/data closets. Once the Mashpee expansion is complete, we hope to make some renovations to our Falmouth and Bourne sites including the addition of some exam rooms and offices. In January 2013, the Mashpee satellite office will be closed and that staff will move into the Mashpee main office. Therefore, the phone system we install now must be adaptable and expandable. We are currently evaluating vendors to upgrade our interoffice data connection from Comcast broadband to MPLS for voice and data by August We will be upgrading our network switches in order to support VoIP at all locations. We are evaluating HP ProCurve switches and Cisco switches. Contractor shall be responsible for ensuring that the phone system is compatible with CHC switches. CHC shall inform the selected Contractor of the make and model of the switches we select. 4. Schedule We intend to go live with a VoIP phone system integrated at all four sites before the building expansion is completed this September. Once the Mashpee building addition is completed, the phone system will need to be relocated from the current tel/data closet to a new tel/data closet in the building expansion. Contractor shall provide all necessary services to relocate and reconnect the system in the new tel/data closet. Timeline June 23, 2012 CHC selects and notifies Contractor June 27, 2012 CHC selects new network switches July 15, 2012 CHC installs new switches in Mashpee, Bourne, and Falmouth August 1, 2012 MPLS circuits turned on August 8-10, Contractor installs phone system in current Tel/data closet, backup controller in Bourne, and phone sets at all sites. Contractor trains staff and IT/admin. September 15, 2012 Contractor moves phone system to new Tel/data closet* *If MPLS circuits are delayed so that the time between the Contractor install of the phone system and the completion of the building expansion is compressed, it may be possible to install the system directly in the new Tel/data closet. However, bids shall reflect the proposed schedule above. 5. Phone system specifications CHC intends to implement a VoIP system that will integrate all sites with redundancy for failover. This system shall be set up in a converged architecture so that a computer and a phone will share one data jack. The main controller for the phone system will be located in Mashpee, and a backup controller will be installed in the Bourne site. Tables 2 and 3 below specify the number and type of phone sets we will need before and after we occupy our new addition. "8-button" refers to a smaller phone set with about 8 programmable feature buttons. "24-button" refers to a larger phone set with about 24 programmable feature buttons. 3

4 "Conference" phone may be a smaller 8-button set, but with appropriate conference speaker and microphone. Table 2: New Phone System, Before Expansion (August 2012) Location # staff # phone sets Phone lines Phone types (number of programmable keys) Mashpee main PRI; 6 copper lines 1 conference phone; 34 x 8- button; 20 x 24-button Mashpee satellite 4 5 IP phones connected to Mashpee main, 1 copper for 1 conference; 2 x 8-button; 2 x 24-button fax, backup Falmouth PRI; 2 copper lines 1 conference phone; 11 x 8- button; 7 x 24-button Bourne PRI; 3 copper lines 14 8-button; 5 24-button Table 3: New Phone System, After Expansion (September 2012) Location # staff # phone sets Phone lines Phone types (number of programmable keys) Mashpee main PRI; 6 copper lines 2 conference; 24 x 8-button; 16 x 24-button Mashpee satellite* 4 5 IP phones connected to Mashpee main, 1 copper for 1 conference; 2 x 8-button; 2 x 24-button THESE PHONES WILL MOVE TO MAIN BUILDING IN JAN 2013 fax, backup Mashpee - expansion N/A 2 conference; 55 x 8-button; 16 x 24-button Falmouth PRI; 2 copper lines 1 conference phone; 11 x 8- button; 7 x 24-button Bourne PRI; 3 copper lines 14 8-button; 5 24-button Minimum Station Features Speaker, mute, transfer, hold, redial, conference 8 or 24 programmable multifunction keys (numbers of each in tables above) Hot desking/hoteling User presence settings Option for POE or power block Visual voic Call recording (please indicate where audio file is saved, i.e. on the phone or on our network) Call forwarding to outside number (e.g. cell phone) with caller ID Soft switchboard Desktop user tool for programming & labeling keys Minimum System Features Extension dialing between 4 sites (Mashpee main office, Mashpee satellite office, Falmouth, Bourne) 4

5 DID Unified communication for 130 users to access voic through Microsoft Outlook Instant Messaging for 50 users (IM must work on terminal server) 200 voic boxes total 150 extensions for the Mashpee sites, 50 extensions for Bourne, and 50 extensions for Falmouth Recordable auto-attendant with minimum of 8 branches and 4 levels Call queuing that will play both 1. Notification of how many callers are ahead and 2. Autoattendant recording Schedulable day & night mode Windows-based interface for phone and system administration and detailed historical call reporting 6. Questions and Inquiries All inquiries must be submitted in writing to Katy O'Connell, CIO, Questions and inquiries will be accepted through June 1, Questions and responses will be posted on the health center website Each question should begin by referencing the RFP page number and section number to which it relates. 7. Costs Incurred for RFP Response CHC assumes no responsibility and bears no liability for costs incurred by bidders in the preparation and submittal of proposals in response to this RFP. 8. Additional Information and/or Revision to the RFP In the event that it becomes necessary to clarify or revise this RFP, such clarification or revision will be by addendum. Any RFP addendum will be posted on the health center website, 9. Equal opportunity If Contractor's bid is accepted, Contractor and all subcontractors agree, consistent with CHC policies, not to discriminate on the grounds of race, color, religion, sex, sexual orientation, including transgender status or gender expression, national origin or citizenship status, age, disability or veteran's status and to provide reasonable accommodations to qualified individuals with disabilities upon request. 10. Data Confidentiality All financial, statistical, personnel and/or technical data supplied by CHC to the Contractor are confidential. The Contractor is required to use reasonable care to protect the confidentiality of such data. Any use, sale or offering of this data in any form by the Contractor, or any individual or entity in the Contractor's charge or employ, will be considered a violation of this contract and may result in contract termination, debarment from contracting or criminal prosecution. 11. Evaluation Criteria Proposals will be evaluated on many criteria deemed to be in the best interests of CHC, including but not limited to price, proposal's response to CHC's business challenges and environment, level of detail provided, and completeness of proposal content (as defined in section 14 below), and references. 12. Award of Proposal 5

6 Presentations may be requested of two or more bidders deemed by CHC to be the best suited among those submitting proposals on the basis of selection criteria. After presentations, CHC may select the bidder which, in its opinion, has made the best proposal, responsive to the needs of CHC. CHC reserves the right to waiver minor irregularities. CHC also reserves the right to cancel this RFP or reject any or all proposals in whole or part. Should CHC determine that only one bidder is clearly more qualified than any other under consideration, a contract may be awarded to that bidder without further action. 13. Proposal submission A signed proposal must be submitted to the Office of the Chief Executive Officer, Community Health Center of Cape Cod, 107 Commercial Street, Mashpee, MA by June 8, 2012, 5 pm. In addition, bidders must submit an copy of proposals to Katy O'Connell, CIO, at also by 5 pm on June 8, There will be no public opening of proposals. 14. Proposal Content a. Business profile: Provide a business profile and history of your organization b. Phone system selection: Overview of the proposed system and why you are recommending this particular system. c. Business Challenges: Narrative response to business challenges described in section 2. d. Pricing: Itemized pricing to include Controllers, phone sets All necessary licensing costs Annual support /maintenance Peripherals required for features outlined in section 5 Training, including cost per hour for CHC staff and for CHC IT staff Installation and testing of phone system and phone sets at all locations Relocation of Mashpee controller after building completion Coordination with CHC IT staff, tel/data service provider, and telecommunications broker for system design, install, and go-live. Please also indicate what features are included in a bundled product and which are priced as separate add-ons. e. System expansion: Please describe any pricing or system size thresholds (e.g. Unified messaging for up to 250 users ) that may impact the systems potential for expansion. f. System and Station Features: Please indicate which if any of the features outlined in section 5 are not available in the system you are proposing. g. Please indicate whether your system is designed for PRI or SIP trunks, if it can support either option, and how this would affect the cost of the system. h. Please describe how you will accomplish the move of the phone system from the current tel/data closet to the new and specify which of the provided connections you will need to use. 6

7 i. Support/Maintenance: Please describe what services are included in your annual support or maintenance contract j. Warranty: Please detail scope and duration of any applicable warranties, including manufacturer warranty k. Training: Please provide detailed information about the content and duration of training that will be provided to CHC staff and IT administrators and about the trainer(s) who will be providing this service. l. References: A list of three references shall be submitted with your quotation. These references should be organizations your firm has done business with in the past year, on projects with a similar scope to this one. Signature: Name of Person Signing Proposal: Proposal Point of Contact: Point of Contact Phone Number: Point of Contact 7

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