24 HOUR ANSWERING SERVICES

Transcription

1 METROPOLITAN REGIONAL HOUSING AUTHORITY 24 HOUR ANSWERING SERVICES PROJECT #15-07 PROJECT MANUAL CLOSING DEADLINE: FRIDAY NOVEMBER 6, 2015

2 TABLE OF CONTENTS Mandatory Requirements 1 Instructions to Bidders 2-3 Bid and Agreement Form 4-7 General Conditions Hour Answering Services Scope of Work Elevator Locations Total Pages for this Tender Package: 15

3 MANDATORY REQUIREMENTS The following are the mandatory requirements of a formal bid and failure to meet one or more shall result in the bid being disqualified:.1 the Bid document shall be signed;.2 all unit prices shall be included in unit price contracts;.3 the Bid package shall be on Metropolitan Regional Housing Authority documents;.4 any Bid based on modifying, qualifying or re-writing any of the terms or conditions of the Tender, the General Conditions and the Supplementary Conditions documents shall be disqualified;.5 the Bid Submission shall contain all pages of the Bid And Agreement; and,.6 Any Bidder requesting a site tour must contact the appropriate maintenance supervisor at least (3) three days prior to the closing date.

4 INSTRUCTIONS TO BIDDERS 1 BID CLOSING The Bid Closing Address is 2131 Gottingen Street, Halifax, Nova Scotia. Bids delivered to the Bid Closing Address must be in a sealed envelope marked Bid and bear the name of the bidder and the Service 24 HOUR ANSWERING SERVICES. Bids are to be placed in the Metropolitan Regional Housing Authority Tender Submission Drop Box, located in the front entrance of 2131 Gottingen Street, Halifax. Bids will be received up to 2:00 PM local time and opened at 2:00 PM local time Friday, November 6, BID FORM One copy of the Bid shall be submitted on the Bid and Agreement Form provided by the Authority. All spaces on the form must be filled in completely and correctly. Signatures are to be those of authorized signing officers and are to be witnessed. The Bid submitted shall not contain any form of qualification or, unless the Bid documents otherwise provide, any unsolicited alternative to the Bid. The completed form shall be without interlineation, alterations, or erasures. 3 RIGHT TO REJECT The right to reject any or all Bids or to accept any Bid deemed most satisfactory is reserved by the Authority. The Authority reserves the right to waive any informality in any or all Bids. The Housing Authority reserves the right to consider the following in the evaluation of tenders:.1 Housing Authority past experience with the bidder and/or its management, including but not limited to the following 1. compliance with the terms and conditions of past contractors between the Housing Authority or the government of Nova Scotia and the bidder; and 2. timely completion of past tenders awarded to the bidder..2 information received in response to enquiries of credit, customer and industry references;.3 the experience and qualifications of the bidders senior management and project management. 4 RECEIPT OF BIDS.1 A Bid submitted by facsimile will be accepted provided it is received "on paper" and in its entirety at the Bid Closing Address by the Bid Closing Date and Time. The Metropolitan Regional Housing Authority assumes no responsibility for the receipt of bids transmitted by facsimile nor for maintaining the confidentiality of their contents. The onus is on the bidder to ensure that the submission is legible and properly transmitted..2 Bids delivered to the Bid Closing Address must be in a sealed envelope marked "Bid" and bear the name of the bidder and the "Description of Services" (24 HOUR ANSWERING

5 INSTRUCTIONS TO BIDDERS SERVICES).Bids are to be put in the Metropolitan Regional Housing Authority Tender Submission Drop Box, located in the front entrance of 2131 Gottingen Street. 5 MODIFICATIONS TO BIDS Modifications received by telephone shall not be considered. Modifications may be made to Bids by telegram or facsimile (fax ) message provided the modifications are received by the Authority prior to Bid Closing Time and subject to the conditions regarding receipt of facsimile transmissions as outlined in Clause 4.1 of these instructions. Modifications should not include the total original or revised bid amount. 6 EXISTING CONDITIONS The Bidder shall familiarize himself/herself with all locations where the work is to be carried out and will be deemed to have informed himself/herself of all existing conditions and limitations. 7 CAPABILITY The Authority may require of any Bidder, proof of financial and technical capability to undertake the work for which its Bid is submitted. 8 INTERPRETATION OF APPROXIMATE ESTIMATE OF QUANTITIES.1 The estimate of the quantities of work to be performed and materials to be furnished as shown on Schedule "A" of the Bid and Agreement is approximate, and is given only as a basis of calculation upon which the award of the contract is to be made. The Authority shall not assume any responsibility that the estimated quantities called for in the Bid shall be the same as the actual quantities required in the work. The Authority reserves the right to increase, decrease, or omit all or any of the quantities of work shown in the Bid and Agreement Form..2 The Authority reserves the right to make mathematical corrections to the extensions which may change the Estimated Bid Price. 9 COMMUNICATIONS.1 The Project Manager for this Contract is Paul Power..2 Inquiries shall be directed to the Project Manager at telephone (1-902) Revised March 21, 2005

6 BID AND AGREEMENT PROVISION OF SERVICES - UNIT PRICE DESCRIPTION OF WORK TENDER # HOUR ANSWERING SERVICES BID CLOSING: FRIDAY NOVEMBER 6, :00 PM (local time) THE PROPOSED CONTRACT IS FOR 24 HOUR ANSWERING SERVICES FOR METROPOLITAN REGIONAL HOUSING AUTHORITY (MRHA) INCLUDING ELEVATOR PHONE MONITORING. THIS IS A ONE YEAR CONTRACT. BID CLOSING ADDRESS: Metropolitan Regional Housing Authority 2131 Gottingen Street, Fifth Floor Halifax, Nova Scotia B3K 5Z7 ACKNOWLEDGEMENT OF ADDENDA: ADDENDUM # ADDENDUM # DATED: DATED: 1 OFFER The undersigned Bidder (hereinafter called the "Contractor") hereby offers to the Housing Authority (hereinafter called the "Authority") to furnish all necessary tools, plant, materials, and labour to execute and complete the service(s) set out in the "Description of Services" for the Total Estimated Bid Price set out in Clause 3 of this Bid and Agreement. 2 GENERAL AGREEMENT.1 This agreement shall be in effect for a period of 12 months commencing on the effective date as noted on the Acceptance section of the Bid and Agreement and ending 12 months from then..2 This Bid and Agreement, Instructions to Bidders, Specifications and the General Conditions included herewith shall be and are the complete Bid and this offer is made subject to the provisions contained therein..3 This Bid supercedes and/or cancels all communications, negotiations, and agreements relating to the work other than contained in the complete Contract..4 This Bid may not be withdrawn for a period of 30 days following Bid Closing..5 The acceptance letter shall be issued by:

7 BID AND AGREEMENT PROVISION OF SERVICES - UNIT PRICE.1 forwarding by Registered Mail a letter to the Contractor at the address set out in the Bid document, in which case acceptance shall be deemed to be on the day this letter is deposited in the mail, or;.2 delivering a letter by hand to the Contractor at either: the address set out in the Bid document, the Head Office of the Contractor, or to any officer of the Contractor, in which case acceptance shall be deemed to be the day the letter is delivered..6 The complete Bid together with and subject to all the provisions contained therein shall, when accepted and executed on behalf of the Authority, constitute a binding Contract between the Contractor and the Authority..7 This Bid is made without connections with any other person or persons submitting Bids to perform the work(s) described herein. 3 TOTAL ESTIMATED BID PRICE The Contractor agrees that the following is the Total Estimated Bid Price referred to in Clause 1 of Page 1 of this Bid and Agreement and includes all Federal, Provincial, and Municipal Taxes and fees and is based on the detailed unit price(s) set out in Schedule "A" attached to and forming a part of this Agreement. Total Estimated Bid Price Including All Taxes $ 4 THE AUTHORITY AGREES:.1 to pay in accordance with the unit prices as set out in Schedule "A" within thirty days of receipt of an acceptable invoice and a detailed breakdown of the materials and services provided.

8 BID AND AGREEMENT PROVISION OF SERVICES - UNIT PRICE FAILURE TO PROPERLY SIGN THIS DOCUMENT WILL RESULT IN THIS BID BEING DISQUALIFIED. CONTRACTOR S FULL BUSINESS ADDRESS CONTRACTOR S FULL BUSINESS NAME STREET ADDRESS CITY, PROVINCE, POSTAL CODE CONTRACTOR S SIGNATURE BUSINESS TELEPHONE NUMBER CONTRACTOR S NAME FAX NUMBER CONTRACTOR S CONTACT CONTACT ADDRESS Submitted on behalf of the Contractor this day of WITNESS TITLE SIGNING OFFICER S TITLE WITNESS SIGNATURE WITNESS NAME AUTHORIZED SIGNATURE SIGNING OFFICER S NAME Acceptance Date: Effective Date of Commencement: This Agreement is accepted on behalf of Metropolitan Regional Housing Authority this day of, WITNESS TITLE SIGNING OFFICER S TITLE WITNESS SIGNATURE AUTHORIZED SIGNATURE WITNESS NAME SIGNING OFFICER S NAME

9 BID AND AGREEMENT PROVISION OF SERVICES - UNIT PRICE Item # Category of Labour Service or Material Estimated Quantity X Unit Price X Total 1 24 HOUR ANSWERING AND DISPATCHING SERVICE FOR MRHA 2000 CALLS PER MONTH X $ X 12 MO. $ 2 ELEVATOR PHONE MONITORING FOR 45 LOCATIONS (60 ELEVATORS) 60 PHONE NUMBERS X $ per call each X 12 MO. $ ESTIMATED AMOUNT OF BID EXCLUDING TAXES (to be inserted in clause 3 of this Bid & Agreement) $ END OF BID AND AGREEMENT

10 GENERAL CONDITIONS PROVISION OF SERVICES - UNIT PRICE 1 DEFINITION OF TERMS In this Contract:.1 "Project Manager" means the person designated to represent the Authority under the Contract..2 "Work" includes the whole of the work, materials, matters and things required to be done, furnished and performed by the Contractor under the Contract. 2 AUTHORIZATION AND PURCHASE/WORK ORDERS.1 The Contractor will be provided with a written purchase order..2 The Contractor, shall on request of the Authority, provide a written quotation detailing the cost of labour and materials prior to the issuance of a purchase order. 3 SUB-CONTRACTING No element of the work may be sub-contracted without the prior written approval of the Authority. 4 INDEMNIFICATION The Contractor shall indemnify and save harmless the Authority from and against all claims, losses, costs, damages, suits, proceedings, or actions arising out of or related to improper acts in executing the work. The Contractor shall pay for and maintain liability insurance during the term of the Agreement in an amount of not less that Two Million Dollars ($2,000,000) in respect to any one accident or occurrence against claims for personal injury, death, or property damage or loss arising from any act, fault or omission of the Contractor. Certificates of Insurance showing the Authority and the Minister/Department as an additional named insured shall be filed with the Authority. 5 QUALIFICATIONS AND CONDUCT OF WORKERS.1 All employees engaged in the performance of the work shall, in the opinion of the Authority, be qualified in the work carried out and shall hold appropriate certificates or licenses..2 The Contractor shall submit to the Authority upon request, a roster of employees (including copies of documents confirming their qualifications) engaged in providing service under this Agreement. Other persons shall be permitted to perform services only with the written approval of the Authority..3 Workmanship shall be of the highest standards and quality performed by workers that are experienced and skilled in the respective duties for which they are employed. The Authority reserves the right to require the dismissal from handling our answering service duties of workers

11 GENERAL CONDITIONS PROVISION OF SERVICES - UNIT PRICE deemed incompetent, careless, insubordinate, objectionable, or unskilled in the respective duties for which they are employed..4 The Contractor and workers are expected to conduct themselves in a polite and professional manner at all times. Discussions with residents regarding the work shall be limited to only aspects of the work that bears directly on the residents. 6 PERMITS, LICENSES, FEES, TAXES & BYLAWS The Contractor shall comply with all Federal, Provincial or Municipal laws and regulations, relating to the work, and shall pay for all permits, licenses, fees and certificates required for the execution of the work. The Contractor shall include in the Bid all Federal, Provincial and Municipal taxes which are applicable to this Contract and the Contractor shall pay these taxes. No return of, or credit for taxes paid will be made to the Contractor. 7 SAFETY MEASURES The Contractor will be held responsible for the enforcement of all applicable provisions of the Nova Scotia Occupational Health and Safety Act and its regulations and all other safety measures as required by authorities having jurisdiction. 8 PROJECT MANAGER AND CONTRACTOR The Project Manager, as named in the Instructions to Bidders, shall represent the Authority in all matters dealing with this Contract and he/she shall decide all questions arising from the Contract Documents. Where the Contractor disagrees with these decisions, he/she shall provide notice in writing to the Authority. The Project Manager may from time to time designate other representatives of the Authority to communicate with the Contractor. Significant instructions/directives are to be in writing. Should the Contractor be absent, he/she shall appoint a competent foreperson, satisfactory to the Project Manager, who shall have supervision over the work. 9 CONTRACTOR SUPPLIED MATERIALS & EQUIPMENTS The Contractor shall,.1 unless otherwise stipulated, provide and pay for materials, water, tools, equipment, light, power, transportation and other facilities necessary for execution and completion of work.

12 GENERAL CONDITIONS PROVISION OF SERVICES - UNIT PRICE 10 INSPECTIONS The Project Manager or designate shall have access to the contractor s work site at reasonable requested times. If the work is found not to be in accordance with the contract, it shall be corrected at the Contractor's expense. 11 WARRANTY The Contractor shall make good any defects due to poor workmanship immediately when notified of any deficiency. 12 TERMS OF PAYMENT The Authority agrees to make payment in accordance with the terms of the Bid and Agreement subject to the following: 13 TERMINATION OF CONTRACT The Authority reserves the right, at any time during the term of the Contract, to terminate the Contract with ten (10) days notice to the Contractor, for breach or non-performance of any of the terms and conditions or specifications in whole or in part. END OF GENERAL CONDITIONS Revised March 7, 2006

13 SCOPE OF WORK A. After-Hour Answering Services for Metropolitan Regional Housing Authority (MRHA) The Answering Service is responsible to provide after-hours Answering Service for calls coming into (MRHA main switchboard number). The Answering Service shall be responsible to receive calls from 4:30 p.m. to 8:30 a.m., Monday through Friday and 24- hour service on Saturdays and Sundays, or any other time the office is closed e.g. government holidays, storm days or on an as needed basis. The Answering Service shall be responsible to supply the MRHA with a dedicated phone number to allow forwarding of the number (or any other method as agreed by MRHA) so that the Answering Service can receive and respond to MRHA calls. The Answering Service staff that handle MRHA calls shall be well trained, experienced and shall answer incoming calls in a professional, courteous and timely manner (script to be decided), recognizing that calls could be of an emergent nature. A dedicated number of supervised staff shall be available to respond to incoming calls that can provide a call waiting of no longer than a one minute duration, without contact from Answering Service staff. The Answering Service staff shall document and notify the appropriate on-call MRHA staff member, contractor, HRM Emergency Service, etc., immediately after receiving the call. A supervisor shall be available to the call-centre staff and to deal with MRHA s account 24 hours/day The Answering Service must have defined backup procedures in the event that their call centre is unavailable for any reason. The Answering Service must have the equipment and software necessary to accommodate the storage of and quick access to MRHA s information to allow Answering Service staff to respond to and dispatch calls on a timely basis as per MRHA instructions. The Answering Service shall provide a log of calls and complaints, with the following details on each call: date and time call was received; caller s name, address, and phone number; nature of call (location of problem, if different than the callers address); time of day and name of person(s) the call was referred to; the time it took for that person to respond to the call or page; instructions given. The log shall be clear, concise and detailed. This log shall be delivered to MRHA site and/or sites each day by fax and/or as agreed to by MRHA. The MRHA shall provide call handling procedures to allow the Answering Service staff to respond to calls in an appropriate manner e.g. list of properties, confirmation of what constitutes an emergency, list of on call duty staff, list of contracted staff, etc.

14 SCOPE OF WORK B. 24 Hour Elevator Emergency Telephone Monitoring Service for 34 locations; 48 Elevators The Elevator Emergency Telephone Monitoring Service is responsible to provide 24-hour, 7 days per week, Answering Service to handle all calls from any of MRHA s 48 Elevators. All Elevator Emergency communication devices will be forwarded to the Elevator Emergency Telephone Monitoring Service. Monitoring Service staff that handle MRHA calls shall be well trained, experienced and will answer incoming calls in a professional, courteous and timely manner (script to be decided), recognizing that all calls shall be treated as if they could be of an emergent nature. Monitoring Service staff shall notify the appropriate on-call contractor, HRM Emergency Service, MRHA staff, etc., immediately after receiving the call. In emergency situations, the line to the person(s) in the elevator shall be kept open until emergency personnel can take over the situation and advise the Monitoring Service staff to disconnect the call. MRHA will require a dedicated line so that the elevator phone numbers can be forwarded and a back-up line available in an emergency situation (more than one incoming call at one time). END OF SCOPE OF WORK

15 ELEVATOR LOCATIONS # BUILDING # OF ELEVATORS PHONE # 1 MacDonald Laurier Place 1 Elevator Ford St, Halifax 2 Acadia Sq North 1 Elevator Devonshire Av, Halifax 3 Dr Samuel Prince Manor 3792 Nova Lea Dr, Halifax 2 Elevators A B Cornwallis Morreau Lodge 1 Elevator Main Av, Halifax 5 Bedford Manor 1 Elevator Bridge St, Bedford Richmond St Halifax 2 Elevators L R Bonaventure Tower 109 CONNOR LANE, Halifax 2 Elevators L R Edgmere Manor 79 Crichton Av, Dartmouth 2 Elevators L R Alderney Manor 1 Alderney Dr, Dartmouth 2 Elevators L R Eastwood Manor 55 Crichton St, Dartmouth 2 Elevators L R Nantucket Place 45 Ochterloney St, Dartmouth 2 Elevators L R Nova Court 1 Elevator Nova Court, Dartmouth 13 Westwood Tower 1 Elevator Chisholm Av, Halifax 14 Sir John Thompson Manor 7001 Leppert St, Halifax 2 Elevators L R Elmhurst Apts 1 Elevator Elmhurst Dr, Sheet Harbour 16 Spruce Grove 1 Elevator James Roy Dr, Porters Lake 17 Forest Hills 2 1 Elevator Circassion Dr, Dartmouth 18 Forest Hills 3 1 Elevator Circassion Dr, Dartmouth 19 Forest Hills 4 22 Circassion Dr, Dartmouth 1 Elevator

16 ELEVATOR LOCATIONS # BUILDING # OF ELEVATORS PHONE # 20 DA MacDonald Manor 1935 Caldwell Rd, Eastern Passage 21 Island View Manor 36 Cow Bay Rd, Eastern Passage 22 Acadia Place 8 Mount Hope Av, Dartmouth 23 Sackville Manor 51 Old Beaverbank Rd, Sackville 24 Glendale Manor 1 Smokey Dr, Sackville 25 Forest Glen Apts 19 East Petpeswick Rd, Musquodoboit Hbr 26 Ahern Manor 2313 Gottingen St, Halifax 27 Sunrise Manor 2406 Gottingen St, Halifax 28 Gordon B Isnor Manor 5565 Cornwallis St, Halifax 29 Vimy Arms Apt 2030 Gottingen St, Halifax 30 Joseph Howe Manor 5515 Victoria Rd, Halifax 31 Cowie Hill Lodge 166 Cowie Hill Rd, Halifax 32 H.P. MacKeen Manor 1186 St, Halifax 33 Valley View Villa 28 Queen Dr, Middle Musquodoboit 34 Captain William Spry Lodge 6 Arnold Dr, Halifax 35 Fort Clarence 8B Mount Hope Ave. Dartmouth 36 Sackville Manor #2 51 Old Beaverbank Road 37 Richmond Manor 5594 Northridge Rd, Halifax 1 Elevator Elevator Elevator Elevator Elevator Elevator Elevators L R Elevators L R Elevators L R Elevators L R Elevators Elevator Elevators L: R: Elevator Elevator Elevators Car 1: Car 2: Elevator Elevator

17 ELEVATOR LOCATIONS # BUILDING # OF ELEVATORS PHONE # 38 Acadia Square South 1 Elevator Kenny St, Halifax 39 Timberlea Manor 1 Elevator Bay Road 40 Enfield Manor 1 Elevator Parker Place Crsc. Enfield, Nova Scotia Circassion Drive Forest 1 Elevator Hills I, II, III, IV Millwood Drive 1 Elevator Lyons Avenue 1 Elevator QUEST 70 Memory Lane 1 Elevator Waverley Manor 12 Faucheau Lane 1 Elevator