CITY OF COURTENAY REQUEST FOR PROPOSAL NO. R VoIP TELEPHONE SYSTEM. Closing Date: 2:00pm, Tuesday, May 31, 2016

Transcription

1 CITY OF COURTENAY REQUEST FOR PROPOSAL NO. R16-07 VoIP TELEPHONE SYSTEM Closing Date: 2:00pm, Tuesday, May 31, 2016 Deliver To: City of Courtenay 830 Cliffe Avenue Courtenay, B.C. V9N 2J7 Attn: Purchasing Division

2 RFP R16-07 VoIP Telephone System Page 2 of INTRODUCTION SECTION I TERMS OF REFERENCE 1.1 The City of Courtenay (the City) is requesting proposals from qualified vendors for the design, procurement, installation, training, maintenance and ongoing support of a VoIP telecommunications system. The system will meet the City of Courtenay s need for functionality, scalability, reliability and manageability requirements as outlined in this RFP document. In addition, the City requires a VoIP system that can be used transparently by all designated locations, ability for all locations to appear to be part of a single telephone system, and the elimination of redundant analog lines. 2. SCOPE OF WORK 2.1 The system will include IP telephony architecture (VoIP) systems that are: a) Supported by a highly qualified and reliable vendor with experience in VoIP implementations b) Mainstream products with strong manufacturer commitment and vendor support c) Open system industry standards based (i.e. H.323, 802.1p, 802.1q, TAPI, MGCP, LDAP, SIP) d) Capable of providing unified communications features that integrate with the City s current Microsoft Exchange system and Lync 2013 (Note: for simplicity reasons the City prefers to use the Lync client versus the vendors IM client) e) Easily maintained by City staff through standards based interface f) Provide necessary POE at layer 2 and 3 switches to support VoIP telephones. 3. OVERVIEW OF CURRENT SYSTEM 3.1 City Hall The City s main administration building (point of demarcation for PRI) is serviced by a single Nortel Modular ICS Service Unit, including CallPilot voic (58seats). The system supports a combination of Nortel digital sets, and analog ATA devices for fax connections. Please refer to the Appendix for a full equipment inventory. The main reception is located in the Finance area. The current connection to the PSTN is via a contracted Telus (PRI) including DID numbers. In addition to this there are a small number of fax and alarm lines. 3.2 Fire Hall This location is served by analog lines tied to a Nortel Compact ICS Key Service unit and CallPilot 100 including fax and alarm lines. There are 10 digital sets in use. The building is connected with City Hall via a 1Gb/s fibre link. 3.3 Public Works Services Yard This location is served by analog lines tied to a Nortel Modular ICS Key Service Unit. The PW Administration building is connected with City Hall via a 1Gb/s Cat 5 Ethernet link to the 1Gb/s fibre link at the Fleet/Stores

3 RFP R16-07 VoIP Telephone System Page 3 of 18 building. There are 32 extensions and analogue lines for fax.. This building is anticipated to be replaced in 2 to 3 years. The Fleet/Stores building is connected with City Hall via a 1Gb/s fibre link and has three digital phone lines on the PBX at the PW Administration Building. 3.4 Florence Filberg Community Centre This location is served by analog lines tied to a Nortel Compact ICS Key Service unit and CallPilot 100 including at least 2 analogue lines for fax and alarm. The building is connected to City Hall via a 1Gb/s fibre link Lewis Recreation Centre This location is served by analog lines tied to a Nortel Modular ICS Key Service unit and CallPilot 100 including fax and alarm lines. This location is connected directly to City Hall via a 1Gb/s fibre link. 3.6 I.T. building This location is served by Shaw contracted VoIP system. I.T. will need to be connected to the new centralized in house VoIP system. This location is connected directly to City Hall via a 1Gb/s fibre link. I.T. has eight (8) extensions including one conference phone and an additional analog fax line. 3.7 Network Fibre Layout and Capacity See Appendices I and II. 4. NETWORK INFRASTRUCTURE 4.1 City Hall and the five other out buildings are connected via a City owned Fibre network terminated at City Hall as the hub. Connection is via Layer 3 switches on separate routed VLAN s. 4.2 Switching replacement for POE Each of the six (6) locations will require replacement of existing layer 2 and layer 3 switches to provide POE for the new VOIP phone sets. Each switch will support the following: POE at Fibre connectivity via GBIC s base-lx SFP for existing connections. Each Layer 3 switch will support RIP (v2). Following is a list of switches per building: City Hall: Five(5) 24 port layer 2 switches- two (2) on the main floor and three (3) on the second floor. Two of the switches on the second floor are fan less as they are in office or user spaces. Fan less options preferred for these locations. I.T.: One (1) 24 port layer 2 switch Filberg Centre: One (1) 24 port layer 3 switch

4 RFP R16-07 VoIP Telephone System Page 4 of 18 Lewis Centre: Two (2) 24 port switches, one layer 3 and one layer 2 Fire Hall: One (1) 24 port layer 3 switch Public Works Yard: One (1) 48 port layer 2 switch for the Administration Building One(1) 8 port layer 3 switch for the main network fibre feed at the Fleet Shop 5. FACILITIES INSPECTION A site meeting at each of the facilities is not mandatory but is recommended and can be arranged by contacting Martin Woods, Network Coordinator at Ext. 3, or mwoods@courtenay.ca. The City is not liable for any expense, damage or loss incurred as a result of any misunderstanding or error by the Contractor regarding the work and conditions affecting it, including site conditions. 6. HEALTH & SAFETY The successful Contractor must submit a copy of their Health & Safety Program Manual and/or Safe Work Procedure that is directly related to the work outlined in this RFP. The submitted Health & Safety Program Manual and/or Safe Work Procedure shall be reviewed for compliance by the City s OH&S/Disability Claims Coordinator. The successful Contractor shall be designated the Prime Contractor in the immediate work area and will be required to sign and submit the attached Prime Contractor Designation Form. 7. AGREEMENT The successful Contractor will be required to enter into a formal agreement with the City, see attached. 8. PROPOSAL RESPONSE FORMAT The following table contains the organization guidelines for proposal responses: The Proponent is responsible for all costs incurred in the preparation, demonstration or negotiation of this proposal. Submission of a proposal shall constitute acknowledgment by the Proponent that is has thoroughly examined the RFP, including any addendum that may be issued during the proposal preparation period. No claim will be allowed additional compensation or time for completion based on lack of knowledge or lack of understanding of any part of the RFP. 8.1 Executive Summary This section is intended to provide the proponent with an opportunity to provide an executive level overview of their proposal to the City, emphasizing any unique aspects or strengths of the proposal. The Executive Summary should include a brief description of the proposed system; including its capabilities as they would meet the City s functional and technical requirements as well as a sample project schedule for a similar implementation in terms of scope and size. 8.2 Company Background

5 RFP R16-07 VoIP Telephone System Page 5 of 18 Please provide a brief company history including addressing of the following points: Identify the primary point of contact for this proposal and the subsequent project. Please include name, , phone number, and any applicable credential information Identify all company office locations and total number of employees Identify any applicable Certified Solution Partner status for the solution you are proposing including number of certified years. How long your company has offered and/or worked with systems in this proposal Total number of (your) active clients supported on this proposed platform 8.3 System Support and Training The proposal must include a plan that outlines how system users will be trained on the proposed system. Training will include sufficient information and experience to familiarize users with system software and handset features, functions and basic operation. Similar training must be provided for system administrators of the proposed system, enabling them to administer, maintain and troubleshoot the system on a go forward basis. All system administration and end user documentation must be provided. Documentation may be in hard copy, but electronic documentation is preferred. Staff will not be required to travel for any training so only on-site in-person (at one of the City facilities) or web based (video conference) training will be considered. In developing this training plan, in no case will ad-hoc or demonstration-only training be considered adequate to fulfill the training requirement for any operational level position. 8.4 Functional and Technical Specifications The City seeks to replace its current phone system with an integrated, VoIP telephony solution that allows for remote office connectivity and provides a high level of reliability and functionality. The system should act as a single system image in a multi-site environment and be scalable. Please detail the specifics (including any specific hardware and/or software required) of the proposed system and how it will meet the City s requirements as outlined in the areas below: Basic Features and Functionality a) Incorporate the currently contracted TELUS PRI connection (23 lines) and must be expandable to handle more lines as needed without fork-lift upgrades. b) The system must support the existing Direct Inward Dialing numbers as well as Caller-ID for all incoming calls. c) Support 4 digit dialing extensions within the organization and between designated remote sites. d) E911 - Allow proper E911 identification for users at the main site and all remote sites (assume each site will have at least one analog line for faxing). It is not anticipated that a dedicated E911 system is needed to accomplish this requirement. e) Analog devices - Proposed system shall have a method of attaching existing analog devices (fax machines) with minimal cost and effort. Proposers shall describe their methods in their response. f) Paging System - Allow paging through telephone set speakers and through a system provided connection to an external overhead paging system (no overhead paging system is in place as of yet).

6 RFP R16-07 VoIP Telephone System Page 6 of 18 Must allow directed or zone specific paging. g) Hot Desking - The system must provide extension portability by allowing end users to log in at any phone. h) Ring Groups - Create groups of sets that will all ring simultaneously when a number is dialed. i) Call Pickup Groups - Groups whose members are allowed to answer a calls (on their telephone) ringing on other members telephones. j) Automatic Call Back - Have the system notify and connect users to an extension once the line becomes free. k) Call Camp - The system will play a signal when a user is on the telephone and another call is trying to get through to that set. l) Call Park - Allows a person to put a call on hold at one telephone set and continue the conversation from any other telephone set. m) Intercom - Enable users to place a two-way call that is automatically answered by the recipient s phone when it s not already in use. n) Call Recording - Provide on demand recording of calls to extensions including automated messages notifying all parties they are being recorded. o) Call Conference - Ability to conference three or more internal or external callers without requiring a conference bridge. p) Call Transfer - Calls can be transferred directly to another extension (blind) or can ring the parties' extension and speak to the transferee first (attended). q) Find Me Follow Me - System must be able to handle extension forwarding and call transfers to user defined external numbers such as the user s cell phone, home phone, or another location on the network. r) Call Restrictions - Setup outbound call restrictions for each extension. Restrictions include local and/or long distance calling. s) Do Not Disturb - Calls will not ring the phone and will instead be directed to the call forwarding options that have been enabled for the extension. t) Call History - Staff can use their telephone to review a list of recent calls to their extension. u) Speed Dial - Allow for individual set speed dial lists as well as system wide speed dial lists available to all sets. v) Queue Management - Calls in the queue will be automatically managed and assigned in the order they were received without the operator s intervention Voic and Automated Attendant Voic a) Voic Passwords - Users must be required to enter a password or PIN to access their voic box. Complex password requirement and forced/scheduled password changes are desirable. The system must assign a default password for users, and provide a mechanism to reset passwords for users that have been locked out of their mailboxes. b) Multiple Greetings - Allow users to record multiple greetings and apply when required (i.e. main

7 RFP R16-07 VoIP Telephone System Page 7 of 18 greeting, alternate and specific number targeted greetings) c) Remote Voic Access - Ability to access all voic functionality remotely (including changing greetings and passwords) d) Voic Operator Redirect- Allows the ability to specify for each extension where the call will go if a caller zero's out while in an individual's voic box. e) Date and Timestamp Messages - The system must have the ability to stamp each new message with time and date. f) Class of Service - System must have some way to classify different groups of users and their various system capabilities. g) Transfer to Voic - Allow for calls to be transferred automatically by the system to a user s voic . In addition, allow users to transfer a call directly to their own or another user s voic . h) Transfer Messages - The system must provide the ability to transfer messages to other (multiple) users and append them with their own comments. i) Announcement / Information Mailboxes - Mailboxes not tied to any extension that will play a message when the number is dialed and then exit back to the main attendant menu Automated Attendant a) The proposed solution shall provide an automated attendant at each site with a minimum of a three (3) deep tree. b) Dial-by-Name Directory - Ability to dial by a name directory of system users. Also allow for certain extensions to be excluded from the directory listing. c) Time of Day Scheduling - Set up multiple schedules that present different attendant options depending on the time of day (i.e. business hours and after hours) d) Holiday Mode - System must have some way to handle specified scheduled dates as holidays with specific attendant options (i.e. closed all day with special greeting) Telephone Sets The City will replace the existing telephone sets with new Voice over IP sets. In addition to the vendors default telephone set protocol (MGCP, SIP, etc.), the proposed system must be able to support SIP endpoints (conference phones, intercom devices, external ringers, other vendor sets etc.). Base Telephone Set For purposes of evaluation and comparison, the City requests that the proposal provide hardware and license cost for telephone sets equipped with, at minimum, following features: Built-in 10/100/1000 Ethernet switch (with VLAN support) Full Duplex Speaker Phone Headset compatible Hearing-aid compatible PoE Compatible (IEEE 802.3at) Minimum 2 line (call) appearance

8 RFP R16-07 VoIP Telephone System Page 8 of 18 Minimum 5 line or 4 backlit LCD display Minimum 4 user programmable keys (customizable on a per extension basis) Distinct ring options Easy single button access to standard features including hold, mute, transfer, conference, voic and directory Separate volume control for handset, speaker and ringing features Message waiting light Calling Line ID Name and Number Conference Phone The City will require conference phones with, at minimum, the following features. Ideal for midsize room accommodating up to 12 people Available expansion microphones PoE Compatible (IEEE 802.3at) Compatible with majority of proposed systems functionality (if hardware is from another vendor) Operator or Attendant Console The City will require at least three attendant/operator positions. Please outline what options are available for an attendant position to monitor and manage all extensions in the organization including software based and telephone set add on options. Include details regarding any costs associated with each option Soft Phones - Optional Though not a requirement of this proposal, please indicate if the proposed system provides a Soft Phone option. Please indicate supported operating system platforms (32bit / 64bit) and whether this is part of the base system or if it requires additional licensing and cost Unified Messaging Please describe how the proposed solution will provide a unified communications platform for the City. In particular cover the following desired areas: Support for Microsoft Exchange and Outlook 2010/2013 Voic to integration (notification, voic attachment, etc.) Outlook integration (presence, click to dial, etc.) Web browser integration Unified Messaging Options - Optional Not considered a requirement but the City would also be interested in how the system can address video conferencing, Conference Bridge. Please indicate whether these are part of the base system or if they require additional licensing costs Capability and Scalability

9 RFP R16-07 VoIP Telephone System Page 9 of 18 Please describe maximum capacity of the system proposed in the following areas: Phone Sets Voic Boxes Concurrent incoming and outgoing line capacity Describe how the system can be expanded to accommodate a new location or expansion of an existing location Reliability and Redundancy The City requires a system that has failover capabilities and an acceptable level of redundancy in case of system, power or network failure, i.e. Remote Site Survivability. Please describe: How the solution is designed to tolerate hardware, power and network failures (particularly remote office locations). Assume that each location has at least one analog line directly connected to the PSTN for faxing purposes. Which specific features will be lost if a remote location loses network connectivity to the central call processor and fails into local survivable mode. How the solution ensures maximum system uptime System Administration Please describe how your system will meet or exceed the following requirements: A single point of entry web-based (preferable) or GUI-based administration tool to administer all the systems (telephone, Voic , Unified Communication) simultaneously. A reporting component that allows the system administrator to determine system usage, error conditions, system capacity planning etc. both scheduled and on demand. Ideally this component will be an existing feature of the platform and not utilize any third party additions. Remote diagnostic tools and alarm / alert notifications for system administrators and/or various user groups. System configuration and messaging backup to a network location or other external files structure Mobile Users - Optional Though not a requirement of the City, please describe how your system can support remote or teleworking staff including: Solutions to allow remote offices with internet only access. What options are available for integrating the City s iphones and ipad device users. Please indicate what, if any, of this functionality is included in the proposed base system and if not included what the licensing costs would be. 8.5 Proposal Pricing

10 RFP R16-07 VoIP Telephone System Page 10 of 18 The City would like to consider a proposal: a) For All Locations - please include all listed locations as part of this pricing proposal. b) Provide pricing information for the proposed solution as set out in all sections below: Base System (System, UC, Voic , Hardware Software) System requirements are found in section Functional and Technical Specifications. Include specifics regarding all components (hardware, software and license breakdown costs) that will be included in the total turnkey solution. All Locations: 6 separate physical locations and 132 voic boxes. Please explain if specific server hardware is required. If required, the City will provide its own Telephone Sets All Locations: please see Appendix for phone inventory All requirements found in section Functional and Technical Specifications Please include a per device pricing model as well for future purchase comparison Installation Services Provide a not-to-exceed estimate for all labor required to deliver the proposed solution. Assume that all installation and configuration will take place at each location, Information Services staff at the City will be available to assist in installation and configuration as required Training Please provide a proposed pricing model to deliver the required training as outlined in section System Support and Training Warranty, Maintenance, and Support Options In this section please identify: All applicable Annual Support and Maintenance package costs and options. If discounts are available for multi-year support agreements, please provide this information regarding the length of term and the net discount percentage. The initial warranty length of any and all parts, materials and labour included in this proposal. Your cost structure (hourly labour cost, travel etc.) for any work not covered under an Annual Maintenance or Support package Trade-In Provide any cost savings options via trade-in, other promotional allowances or provide recommendations for reselling the existing phone system (see Appendix for current equipment inventory) Other Costs Respondent must list any and all charges, expenses, and/or costs to be incurred by the City that are not included in the previous sections. Failure to specifically and thoroughly enumerate such items may be a cause for disqualification.

11 RFP R16-07 VoIP Telephone System Page 11 of 18 SECTION II INSTRUCTIONS TO PROPONENTS 1. An electronic copy of the proposal in.pdf format must be submitted to no later than 2:00pm local time, Tuesday, May 31, The subject line should read RFP R16-07 VoIP Telephone System. It is the sole responsibility of the proponent to ensure that their proposal is received by the City within the proper time allocation. Late responses will be rejected at the sole discretion of the City of Courtenay. All proposals must be signed by an authorized proponent representative. Submission of a proposal indicates acceptance by the proponent of the conditions contained in this RFP, unless clearly and specifically noted in the proposal submitted. 2. Respondents may contact the City of Courtenay for clarification and information pertaining to this RFP. Any request for information or clarification must be in writing by to the contact person listed below. Bernd Guderjahn, Manager of Purchasing City of Courtenay purchasing@courtenay.ca Phone: , Ext. 229 Any oral communications will be considered unofficial and non-binding to the City. Proponents should rely only on written statements issued by the contact person listed above. 3. Not a Tender Call This RFP is not a tender call, and the submission of any response to this RFP does not create a tender process. This RFP is not an invitation for an offer to contract, and it is not an offer to contract made by the City. Proposals will not be opened in public. 4. Revisions and No Obligation to Proceed a) The City reserves the right to change the schedule or issue amendments to the RFP at any time. The City also reserves the right to cancel or reissue the RFP at any time. Amendments or a notice of cancellation will be posted on the City s website: It is the sole responsibility of the proponent to monitor the City s website and BC Bid for the postings of all updates and related information. b) Though the City fully intends at this time to proceed through the RFP process in order to select the goods or services, the City is under no obligation to proceed to the purchase, or any other stage. The receipt by the City of any information (including any submissions, ideas, plans, drawings, models or other materials communicated or exhibited by any intended Proponent, or on its behalf) shall not impose any obligations on the City. There is no guarantee by the City, its officers, employees or agents, that the process initiated by the issuance of this RFP will continue, or that this RFP process or any RFP process will result in a contract with the City for the purchase of the product, service or project.

12 RFP R16-07 VoIP Telephone System Page 12 of 18 c) The City reserves the right to accept or reject all or part of the proposal, however the City is not precluded from negotiating with the successful Proponent to modify its proposal to best suit the needs of the City. d) The City reserves the right to reject, at the City s sole discretion, any or all proposals if the proposal is either incomplete, obscure, irregular or unrealistic. e) A proposal may be rejected on the basis of the Proponents past performance, financial capabilities, completion schedule and non-compliance with Federal, Provincial and Municipal legislation. f) The City reserves the right to accept or reject a proposal where only one proposal is received. 5. Cost of Preparation Any cost incurred by the Proponent in the preparation of the proposal will be solely at the expense of the Proponent. 6. Confidentiality and Freedom of Information and Protection of Privacy Act The proposal should clearly identify any information that is considered to be confidential or proprietary information (the Confidential Information ). However, the City is subject to the Freedom of Information and Protection of Privacy Act. As a result, while the Act offers some protection for third party business interests, the City can t guarantee that any Confidential Information provided to the City can be held in confidence if a request for access is made under the Freedom of Information and Protection of Privacy Act. 7. Irrevocability of Proposals By submission of a written request, the Proponent may amend or withdraw its proposal prior to the closing date and time. Upon closing time, all proposals become irrevocable and are valid for a minimum of 60 days. By submission of a proposal the Proponent agrees should the proposal be successful, the Proponent will enter into a contract with the City. Prices will be firm for the entire contract period, unless otherwise agreed to by both parties. 8. Alternate Proposals If an alternate solution is offered, the information shall be submitted in the format requested as a separate proposal. 9. Pricing Prices are to be quoted in Canadian funds with the taxes shown as separate line items. Prices must be quoted inclusive of all shipping, duty and other applicable costs F.O.B. the location indicated in the RFP. 10. Sub-Contracting Under no circumstances may the provision of goods or services, or any part thereof be sub-contracted, transferred, or assigned to another company, person, or other without the prior written approval of the City. 11. Limitation of Damages The Proponent, by submitting a proposal, waives any claim for loss of profits if no contract is made with the Proponent. By submitting a proposal the Proponent agrees to all terms and conditions of this RFP. Proponents who have obtained the RFP electronically must not alter any portion of the document, with the exception of adding the information requested. To do so will invalidate the proposal. The Proponent is

13 RFP R16-07 VoIP Telephone System Page 13 of 18 responsible to ensure that they have obtained and considered all information necessary to understand the requirements of the RFP and to prepare and submit their proposal. 12. Cancellation of RFP The City reserves the right to cancel this RFP at any time. 13. Accuracy of Information The City makes no representation or warranty, either express or implied, with respect to the accuracy or completeness of any information contained or referred to in this RFP. 14. Cancellation of Contract The City reserves the right to terminate the Contract, at its sole and absolute discretion, on giving 30 days written notice to the successful Proponent of such termination and the successful Proponent will have not rights or claims against the City with respect to such termination. Cancellation would not, in any manner whatsoever, limit the City s right to bring action against the successful Proponent for damages for breach of contract. 15. Default (a) The City may, by notice of default to the Contractor, terminate the whole or any part of this Contract if the Contractor fails to make delivery of the Services within the time specified, or to perform any other provisions of this Contract. (b) In the event the City terminates this Contract in whole or in part as provided in clause 15(a), the City may procure goods or services similar to those so terminated, and the Contractor shall be liable to the City for any excess costs for such similar goods or services. (c) The Contractor shall not be liable for any excess costs under clause 15(b) if failure to perform the Contract arises by reason of Force Majeure or acts of the City. 16. Misrepresentation or Solicitation If any director, officer or employee or agent of a Proponent makes any representation or solicitation to any Councillor, officer, employee or agent of the City of Courtenay with respect to the RFP, whether before or after the submission of the proposal, the City shall be entitled to reject or not accept the proposal. 17. Business License and Permits The successful Proponent shall be responsible for acquiring and payment for all required licenses, permits and approvals from authorities having jurisdiction, for the performance of the work. The successful Proponent shall be responsible to acquire and maintain a valid City of Courtenay Business License for the term of the Contract if the successful Proponent is to conduct work on City property. 18. Payment Terms The successful Proponent shall invoice the City in an acceptable format and will be paid as per the City s standard payment terms, net 30 days from date of invoice. 19. Applicable Laws and Agreements

14 RFP R16-07 VoIP Telephone System Page 14 of 18 This RFP is subject to the terms and conditions of the Agreement for Internal Trade, Mash Annex and the Trade, Investment and Labour Mobility Agreement, and the New West Partnership Agreement, all interprovincial trade agreements. The laws of the Province of B.C. shall govern this request for proposal and any subsequent Contract resulting from the proposal. 20. Insurance As a minimum, the successful Proponent shall procure and maintain through the term of the Contract, at its own expense and cost, the following insurance policies: a) Commercial General Liability Insurance in an inclusive amount of not less than $2,000,000 for each occurrence or accident. Minimum coverage must include Personal Injury, Contractual Liability, Non- Owned Automobile Liability, Products/Completed Operations, Contingent Employers Liability, Cross Liability and Severability of Interest, City of Courtenay named as an additional insured and a 30 day written notice of insurance cancellation clause. b) Motor Vehicle Insurance including Bodily Injury and Property Damage in an inclusive amount of not less than $2,000,000 per accident per licensed motor vehicle used to carry out the work. c) Proof of WorkSafe BC registration, including proof of up to date assessment payments in the form of a WorkSafe BC Certificate of Compliance letter. 21. References The Proponent shall provide a minimum three (3) references for similar work detailed in the Terms of Reference. 22. Evaluation Process and Criteria a) An evaluation committee made up of City staff will be reviewing proposal submissions. The City reserves the right to accept any or none of the proposals submitted and will evaluate proposals based on best value and not necessarily the lowest cost. b) Notwithstanding any custom or trade practice to the contrary, the City reserves the right to, at its sole discretion and according to its own judgement of its best interest to waive any technical or formal defect in a proposal and accept that proposal. c) The City reserves the right to award the contract to other than the lowest cost Proponent. d) Award of any contract resulting from this RFP may be subject to City of Courtenay Council approval, and budget considerations. e) The City reserves the right to accept any or none of the proposals submitted and will evaluate proposal submissions based on best value using the following criteria:

15 RFP R16-07 VoIP Telephone System Page 15 of Overall Solution Cost Annual support costs Handset / hardware costs License costs Total cost of solution 2. Support and Maintenance Guaranteed response times SLA options response times, staff location Training strategy (learning curve and cost) Hardware (warranty) replacement policy (return to depot, spares, etc.) System updates policy (can IT staff download updates directly? When do we apply them? Cost?) 3. Experience Quality of references Qualifications of project/support team Experience with similar implementations 4. System Capability and Scalability Analog device integration Scalability and remote survivability Unified communications offerings and compatibility System administration and ease of use 5. Finalist Interview and System Demonstration Demonstrate routine system administration process (add, moves, changes, etc. Exhibit system hardware as proposed (telephone sets, software, headsets and other components as necessary) Discuss and answer questions regarding the proposed system 40% of Total Score 20% of Total Score 20% of Total Score 10% of Total Score 10% of Total Score

16 RFP R16-07 VoIP Telephone System Page 16 of 18 BID FORM The Proponent offers to supply the materials and work in accordance with the Contract documents and accept payment at the unit prices specified in the Bid Form in accordance with the Contract documents. The Proponent declares that all information, which is provided or will be provided to the City of Courtenay, is true and understands and agrees to be bound by the Contract documents. Bid prices shall not include GST. 1. Proposal Response Format Utilized Yes or No 2. References Submitted Yes or No 3. Non-Mandatory Site Meeting Attended Yes or No Acknowledgement is hereby made of receipt and inclusion of the following addenda to the documents: Addendum No. Dated: No. Of Pages: Company Name: Address: Tel and Fax: Name, Signature, and Title of Signing Officer: Date:

17 RFP R16-07 VoIP Telephone System Page 17 of 18 Appendix I

18 RFP R16-07 VoIP Telephone System Page 18 of 18 Appendix II Current System Inventory City Hall: Capacity: I.T.: Capacity: Modular ICS Key Service Unit and Call Pilot 150 Voice Mail 23 Channel Digital PRI / 4 - Analog Lines / 73 - Digital Telephones / 3 - Analog Stations Leased Shaw VoIP system with Voice Mail 8 extensions, including a voice conference unit and one analog fax line Public Works: Modular ICS Key Service Unit and Call Pilot 100 Voice Mail Capacity: 8 - Analog Lines / 21 - Digital Telephones / 1 - Analog Station. Fire Dept.: Compact ICS Key Service Unit and Call Pilot 100 Capacity: 4 - Analog Lines / 14 - Digital Telephones / 1 - Analog Station. Filberg Center: Compact ICS Key Service Unit and Call Pilot 100 Capacity: 8 - Analog Lines / 14 - Digital Telephones / 1 - Analog Station. Lewis Center: Modular ICS Key Service Unit and Call Pilot 100 Capacity: 8 - Analog Lines / 29 - Digital Telephones / 1 - Analog Station.