PRE-PROPOSAL MEETING: October 5, 2011 AT 10:00 AM at the address below or by

Transcription

1 Request for Proposals Hosted Voice Over Internet Protocol (VOIP) Phone System PROPOSAL DUE DATE: FRIDAY, NOVEMBER 11, 2011 BY 4:00 PM Chester County Solid Waste Authority (CCSWA) HOSTED VOIP TELEPHONE SYSTEM PRE-PROPOSAL MEETING: October 5, 2011 AT 10:00 AM at the address below or by Conference Call Passcode: SEALED PROPOSALS MUST BE MAILED OR DELIVERED TO: CCSWA ATTN: Bob Watts, Executive Director 7224 Division Hwy, Narvon, PA IMPORTANT: PLEASE READ ENTIRE DOCUMENT Per the attached specifications, terms and conditions. FEIN/SSN (Required) COMPANY ADDRESS CITY/STATE/ZIP PHONE FAX AUTHORIZED SIGNATURE This is required. Must be in ink. TYPED/PRINTED NAME MUST SUBMIT THIS PAGE (SIGNATURE PAGE) WITH YOUR PROPOSAL

2 I. SUMMARY The CCSWA seeks a contractor to perform installation, training and maintenance of a Hosted VOIP Telephone system for the CCSWA. The CCSWA would like to utilize the latest in telecommunication technologies. The Authority is interested in a Hosted VOIP, and how cost and reliability may affect the project. In addition, we want to standardize all telephone equipment and integrate the telecomm and data networks (unified communication with Outlook). The CCSWA is accepting proposals for a turnkey site wide phone system, fault tolerant and able to expand with the rapid growth of various feature sets. All vendors will furnish in the RFP, a wellengineered hosted solution that will fulfill Authority requirements. The proposed system will not only reduce costs, expand capabilities and voice mail systems but will also replace most of the existing outgoing copper lines. All equipment will be programmed and installed by the successful vendor and approved subcontractors. The anticipated project completion time is by February 1, II. OVERVIEW The CCSWA is an organization consisting of approximately 25 employees that operate the Lanchester Landfill out of four buildings on their 600 acre property. Please review the attached CCSWA Phone System spreadsheet for detailed information on the existing and proposed phone system. CCSWA is currently served by Verizon, MCI and Frontier. CCSWA is in two counties and on the area code border; it currently utilizes 717, 610 and 800 phone lines. CCSWA prefers to keep all existing phone numbers and phone extensions. CCSWA currently has Mitel phones and controller with AVST voic running on its own server. Any network modifications need to be coordinated with CCSWA s IT consultant Adagio Technology Associates. The Authority owns and maintains its own fiber network and poles, used to connect its four buildings. The Authority has a cable modem connection in its server room that provides 2MB upload and 12MB speeds. The Authority intends to sign a contract with the successful proposer for a period up to five years. III. SCOPE OF WORK A. Provide unit costs for (Please use provided Bid Sheet): 1) Per handsets (please specify manufacturer and model if proposing new handsets) as outlined in the attached CCSWA Phone System New System spreadsheet 2) Per line for security and/or fax lines as outlined in the attached CCSWA Phone System Existing System spreadsheet 3) Total number of minutes included per month in the proposal and the cost per minute of any extra minutes used 4) Trade in value of any replaced equipment

3 B. The proposed Hosted system must include: 1) Integrated Voic system that allows for one message during working hours and a different message after hours. Must allow for callers connecting with extensions directly and a minimum of 25 mailboxes. 2) Training for three levels of users administrator, receptionist, general user 3) Caller ID with name and number 4) Unified messaging with Microsoft s Outlook 5) Redial, Call Hold, Call Pickup, Call Transfer, Call Waiting with Calling Number/Name, Intercom Dialing, Do Not Disturb, Find Me/Follow Me, Message Waiting Visual Indication, Remote Access to Call Forwarding, Twinning 6) Incoming Call Forwarding to multiple handsets C. Describe the architecture of the proposed system. Provide diagrams of all major network components, their roles and interactions with each other. D. Describe in detail the Level of Service, redundancy, and fail-over plans E. Describe the details of included and optional warranty and maintenance agreements. F. Describe the qualifications and experience of the key staff that will be directly involved with the design and installation of this system. F. Provide contact information for at least three references for similar installations. The successful contractor will meet with the Authority Staff to determine the specific configuration of the features and requirements of the phone system. There is an expectation of expert-level knowledge of Hosted VOIP telephone systems and their application over multiple buildings. IV. ADDITIONAL REQUIREMENTS AND INFORMATION Contractor must maintain at least two certified technicians on staff who are qualified to work on listed equipment. Contractor must respond to warranty work within two (2) hours by phone. Contractor must respond to service calls on-site within twenty-four (24) hours. It is preferred that the Contractor provide trade-in allowance and take possession of existing equipment in as-is condition if new equipment is proposed. The new system must present a ubiquitous (being or seeming to be everywhere at the same time) single system image with total system-wide transparency between all Authority building locations. All equipment furnished, but not limited to: routers, switches, phone equipment, software, shall be warranted for a period of three (3) years after final acceptance and shall include parts, labor and installation. Telecomm and network equipment warranty shall be by manufacturer. Proof in writing will be required and delivered to the Authority. All equipment furnished shall be new, unused and not refurbished. Responsibility Matrix and Project Schedule -A master project schedule must be included, along with a work responsibility matrix, identifying the tasks the vendor will perform and the tasks the

4 CCSWA is expected to perform to successfully implement the new system. Requirements -The successful bidder is required to conduct end-user training on the CCSWA premises, tailored specifically to the Authority s particular requirements (e.g., console operator, secretary, and professional, technical support). A proposed plan for training should include follow-up training for our Authority personnel who will continue to train others. Training Manual -Vendor shall provide a training program (with support and follow-up) and training materials for designated CCSWA personnel who will train future employees. Manual shall be delivered in hard copy and electronically. A complete maintenance and warranty agreement must be included as part of the bidder's proposal to support the Authority between 8 a.m. and 5 p.m. EST, Monday through Friday. The proposed agreement must include a vendor technician providing on-site service to diagnose and provide solutions. Remote access service may be acceptable depending on the Authority s stated urgency of repair and shall be determined by the Authority. Replacement parts should be available for at least 7 years. Replacement parts must be readily available for prompt replacement -it is not acceptable to not have service for a day while parts are "on order". Three Year Warranty -The telephone system, installation and all associated equipment but not limited to routers, switches, phone equipment, software, workmanship shall be warranted by the bidder and by the manufacturer to be free of defects for a period of at least three years following system cutover. Additionally, four and five year warranty pricing shall to be quoted separately. Defective Parts -During the warranty period and any subsequent maintenance agreement, any defective components shall be repaired or replaced at no cost to the Authority and within a 48 hour period. Repair Commitment -The bidder must include a description of the bidder's repair commitment from time of trouble discovery through the time the trouble is cleared. Response Time The CCSWA is guaranteed a vendor technician on-site response time of no more than 2 hours for all major system problems where phone service is lost and a maximum of 24 hours response to other system problems. Failure to comply will result in monetary compensation to the CCSWA. The triggers to start and stop the "clock", compensation amount, and time increment are to be negotiated. This compensation will be credit on the account. Major/Minor Problems -Bidders must describe their definitions of major and minor problems. Replacement Time -Explain the amount of time required for full replacement of the central operating hardware/software of the system, assuming a suitable site exists for locating the replacement components in case of a disaster.

5 V. SUBMISSION REQUIREMENTS AND EVALUATION CRITERIA A. Submit to: Provide one signed original and one paper and electronic copy. Address: CCSWA ATTN: Bob Watts, Executive Director 7224 Division Hwy Narvon, PA Mark outside of envelope: RFP-HOSTED TELEPHONE SYSTEM DEADLINE FOR RECEIPT IS: November 11, 2011 BY 4:00 pm. Faxes or s are not acceptable. B. Evaluation Criteria To simplify the review process and to obtain the maximum degree of comparability, the proposal must follow the outline described below and, at a minimum, contain the required information. 1) Qualifications and Experience (35%) An overview of your company s history: including information on firm size, number of employees, years in business, and financial stability Provide information on current workload and how this project will be accomplished List a minimum of three (3) current or within the past three (3) years references for similar work. Include contact name, firm, phone number or and a summary of the scope of work provided. Identify key personnel, installers, sub-contractors and responsibilities of those assigned to this project, include resumes. Location of local technical support Describe individual experiences with the Authority or other government agencies. Describe any unique experiences or systems that would give more insight to your capabilities as a firm.

6 2) Technical Approach (30%) Detail your approach and timelines for the installation. Include chart containing the recommended cut-over schedule. Identify any foreseeable problems in the installation or implementation of the system Each proposal shall contain color brochures representing all phones and equipment proposed. The brochure shall contain complete specifications and features for each piece of equipment. 3) Price Schedule (35%) You may add line items describing other equipment included in the base bid. Vendor shall provide detailed pricing on equipment, installation, trade-in allowance of existing equipment and all other costs. Bidders must submit the provided Bid Sheet with your proposal. Rates are negotiable. All costs, including equipment, labor and ongoing fees should clearly identified. Value Added Service: You may submit value added services which shall be at no cost to the Authority.

7 VI. SCHEDULE The following is the anticipated schedule of events for this RFP process. Advertisement September 30, 2011 Pre-proposal Meeting on site or Wed., October 5, 2011, 7224 Division Hwy Narvon, PA Conference Call Passcode: RFP Due Date November 11, 2011 by 4:00 pm local Interviews/Demonstrations Starting November 14, 2011 Negotiation of Contract Starting November 21, 2011 CCSWA Board Approval December 22, 2011 Start of Work January 3, 2012 Completion of Work February 3, 2012 Questions during this RFP process should be submitted to Bob Watts at The final decision for selection remains solely with the CCSWA and the Authority retains the right to reject any and all proposals. VII. ATTACHMENTS 1. August Phone Bills 2. Spreadsheet with three sheets Existing System, New System and Bid Sheet