Request for Quotation (RFQ) Ref: Contract for the Refresh of Telephony

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1 Commonwealth Secretariat Marlborough House Pall Mall London SW1Y HX Request for Quotation (RFQ) Ref: Contract for the Refresh of Telephony 11 th April 2016 Dear Sir/Madam The Commonwealth Secretariat (the Secretariat ) is seeking quotations from reputable firms for the supply of the requirements as set out in Annex 1. We would be grateful if you would submit a quote and technical submission based on these requirements. Details of the requirements are set out in Annex 2. The evaluation criteria against which your proposal will be assessed is set out in Annex 3. The declaration at Annex 4 must accompany your quotation otherwise your proposal will not be considered. The deadline for providing your quotation is 17.00GMT on 06 May 2016 and must be submitted electronically to FMSProcurement@commonwealth.int with the subject line of your clearly stating the quotation reference number and description. The Secretariat s firewall will block s and attachments exceeding MB in size so please pay close attention to this before submitting your proposal. Any quotations blocked by the firewall or received after the deadline will not be considered. If you require any clarification, you should FMSProcurement@commonwealth.int before 17.00GMT on 03 May 2016 with the quotation number and description in the subject line any clarification sought after this will not be responded to. The Secretariat may share questions and responses on the website without disclosing the originator of the query so please check the website regularly even after you download this package. Please do not attempt to seek clarification from the Secretariat through any other means. Failure to adhere to this requirement will lead to disqualification. 1

2 Process Timetable The indicative timetable for this RFQ process is set out below. This is intended as a guide, and whilst the Secretariat does not intend to depart from the timetable, it reserves the right to do so in unavoidable circumstances. Milestone Date RFQ advertised 11 April 2016 Site visit to assess equipment disposal* 19/20 April 2016 RFQ submission deadline 6 May 2016 Proposal Demonstration/Presentation w/c 9 May 2016 Completion of evaluation 13 May 2016 Selection of Preferred Bidder 13 May 2016 Contract Award 20 May 2016 Contract Start 23 May 2016 *Bidders will see that the Secretariat wishes for the successful bidder to dispose of the existing equipment. Bidders are therefore invited to provide three options of a one-hour slot each between 10am and 4pm on either the 19 th or 20 th April to visit the Secretariat to assess the existing equipment. Bookings should only be made by Friday 1 th April through FMSProcurement@commonwealth.int. We will respond informing you which one of your three options has been accepted. All data carrying devices traded in must be wiped or destroyed. Data wiping must be certified to the DOD M and destroyed to BS EN 1713:2009 standard. Equipment disposal must also comply with WEEE Directive (Waste Electrical and Electronic Equipment Directive). We would be grateful if you could confirm by Friday 1 th April 2016 if your firm intends to submit a proposal. Yours faithfully The Commonwealth Secretariat 2

3 Annex 1 Request for Quote Bidders who are able to supply two or more makes should submit them in separate quotations. In all cases, the bidder must very clearly specify what make of equipment they are quoting for. REQUIREMENTS Please note equipment must comply with the specifications below. If equipment has additional features or components this is also acceptable but these features must be elaborated upon in the response. A. IP Voice Phone System Phone system supporting up to 00 extensions Fully Session Initiation Protocol (SIP) support Active Directory Integration Voic Fax Unified Communications Capability Client configurable reporting (including billing information) Qty UNIT PRICE 1 TOTAL PRICE Please clearly specify equipment cost and ongoing service costs B. IP Handsets Standard Fully certified and compatible with Item A Supports both on-premises and hosted phone systems Two Ethernet connections (1 for phone 1 for computer) supporting 10/100/1000Mps IEEE PoE Class Fully Session Initiation Protocol (SIP) support Codec Support for G711, G722 and G729 External power connector Full Duplex Speakerphone Handset Headset jack Volume Control Backlit Indicator Graphical Display Supports four lines Dual Position Foot stand Wall-mountable Electronic hook switch Energy Star (or equivalent) Certified Extensive call features including: o Call Forwarding 300 3

4 o o o o o o Call Waiting Caller ID Conference Extension Mobility Speed Dial Voic Equivalent or similar to CISCO UC Phone 7841 C. IP Handsets Conference Phone Fully certified and compatible with Item A Supports both on-premises and hosted phone systems Ethernet connections supporting 10/100Mps IEEE PoE Class Fully Session Initiation Protocol (SIP) support Codec Support for G711, G722 and G729 External power connector Full Duplex Speakerphone Volume Control Backlit Indicator Graphical Display Equivalent or similar to CISCO Unified IP Conference Phone 8831 D. Managed IP Connect / Network Service Resilient and diverse network service Service Availability (minimum 99.99) 100Mb and 1GB bearer options Quality of Service (QoS) and Class of Service (CoS) Security PSN Certified or similar Fully managed service 2 E. F. Please clearly specify equipment cost and ongoing service costs Attendant Console 2 Skype for Business (Lync) Integration 1 G. (Bidders to itemise any other costs associated with delivering this project) H. VAT I. Less trade-in value of existing equipment TOTAL COST OF QUOTATION Notes to specifications above:- 1. Delivery and installation is at the Secretariat s offices on Pall Mall SW1Y HX. 4

5 2. Reference to CISCO products in Items B and C above should not be taken to mean that the Secretariat is only keen on CISCO products. 3. The equipment is to be delivered in full within 3 months of contract signature. The dates for installations and the exact numbers will be contained in your work plan that we will provide input into. 4. Whilst the Secretariat has made every effort to determine the equipment quantities as accurately as possible, variances may occur. The Secretariat does not expect this to go beyond 20% either way.. Quotations are to be valid for at least six months from the submission deadline. 6. Bidders should itemise other costs, if any, associated with delivering this project. 7. Bidders are encouraged to set out qualifications, if any, to their quotations, including providing proposals on how to deliver this project to ensure that the Secretariat, among other things, achieves maximum Value for Money and benefit.

6 A. Overview of Requirement Annex 2 The Commonwealth Secretariat is seeking an IP Telephony (VOIP) solution to replace the existing BT Featurenet phone system currently utilised at Marlborough House and Quadrant House, Pall Mall, London. It is envisioned that the proposed solution can also accommodate the telephony requirement for existing offices in New York (USA) and Geneva (Switzerland). The solution should contain the basic telephony functions that include but are not limited to hands free calling, voic message indication, call forwarding, intercom, call transfer, unified messaging and conferencing. The solution must also be secure and must provide adequate voice quality for all calls especially those being made internationally. The solution must have DR (Disaster Recovery) capabilities in case of local power or wide area network outages. B. Existing Technology Environment The following is a listing of our current telephony environment: BT Featurenet PABX (On site) BT Featurenet M6310 Handsets Voic (via Skype for Business) Skype for Business (used primarily for IM and Web Conferencing) C. Technical Specifications Capacity and Scalability The VOIP solution should be capable of handling a capacity of 00 or more phones across the Commonwealth Secretariats (4) locations with the possibility of expansion in the future. Initial requirement is for 300 phones/extensions to be deployed for the London locations. Connectivity The vendor must be able to coordinate and negotiate on behalf of the Commonwealth Secretariat in acquiring WAN, PRI or other proposed communication services necessary to successfully implement a turnkey VOIP system. The vendor must depict how the proposed system will give the appearance of one single integrated system, rather than many separate systems, to the internal and external callers. Vendor must depict how the proposed system will be resilient across the main locations of Marlborough House and Quadrant House. Availability The VOIP solution is required to be available for a minimum of 99.99% per calendar month. The vendor must depict their average response time for support. Preference will be given to solutions that minimise call processing issues regardless of localised power outages. Quality The VOIP solution is required deliver call quality to a minimum of G.729 standards with capability to delivery call quality to G.722 standards. 6

7 Security Confidentiality of this system is of upmost importance since The Commonwealth Secretariat processes information that is confidential in nature. The vendor must demonstrate the security standards being used, the system access controls, and how the system will meet confidentiality requirements as described in the following: ISO UK Government Level OFFICIAL D. Communication Features Call Control Features The system the vendor proposes to The Commonwealth Secretariat must have (but is not limited to) the following call control features: A. System must be capable of handling a minimum of 40 concurrent calls and must be scalable to handle more lines as needed without a major upgrade. B. Four digit dialling from any site to any site on the network. C. Ability to function seamlessly across all sites with a centralised voic system, including the ability to have a voic waiting indicator light for each site. D. The voic system must provide capacity to handle a voic box for each user who must have the ability access the voic box remotely and be able to fast forward/skip message playback. E. Call waiting ability F. Supports Direct Inward Dialling as well as Caller ID for all incoming calls. G. Support for fax and conference phones; provide a description of your method. H. Speaker phone capabilities on designated phones I. Ability to provide music or pre-recorded messages at each site while a caller is on hold. J. Fail-over capabilities in the event that there is a power outage or loss of connectivity. K. Access to 999 (emergency) services. L. Ability to allow the phone number to be blocked from Caller ID when placing external calls. M. Allow various levels of calling privileges such as long distance and international calls to be programmable by extension. N. Compatibility with headsets for hands free operation on proposed phones. O. Compatibility with Soft Phone technology P. Extension portability by allowing end users to log in at any phone Messaging Features The system the vendor proposes to The Commonwealth Secretariat must have the following messaging features: A. Users must be required to enter a passcode to access their voic . B. Ability to access voic remotely with the means to change passcodes and greetings remotely. C. System must have the ability to stamp each new message with time and date. D. 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. 7

8 E. System must allow users to transfer a call directly to their own voic or another user s voic . F. System must provide the ability for a user to transfer messages to multiple users and append their own comments. G. System providing notification that the limits of voic s retained is almost at the maximum. Conferencing Capabilities The system the vendor proposes to The Commonwealth Secretariat must have the following conferencing capabilities: A. Ability to include a minimum of four (4) inside or outside callers in a conference call. B. Proposal must describe the maximum number of conference call participants and simultaneous conference calls. C. Web conferencing is optional. Unified Communications The system the vendor proposes to The Commonwealth Secretariat must have the following unified communication (UC) features: A. Ability to integrate with Microsoft Outlook. B. Ability to provide instant messaging for users. C. Vendor shall include information of other UC features that may benefit The Commonwealth Secretariat. Preferred solutions will provide the capability to integrate with the existing (on premise) Skype for Business currently utilised at The Commonwealth Secretariat. Please detail capability. End User Devices (Handsets) The system the vendor proposes to The Commonwealth Secretariat must have the following the following desk phone and conference phone capabilities: A. Provide an attendant console or GUI for The Commonwealth Secretariat Receptionist desk to service incoming calls to the network. B. Attendant console or GUI must display call presence and extension status for all location extensions. C. Provide SIP compliant phones that feature a message waiting indicator light. D. Proposed phones must provide a built-in switch for PC connectivity. E. Proposed phones must offer programmable buttons that are customisable on a per extension basis. F. Preferred solutions will incorporate a local, workstation GUI which allows users all of the call control capabilities available via the telephone set. Mobility Vendors must list the workplace mobility features and capabilities offered by the proposed system. 8

9 E. Systems Management The proposed system should describe the administration/management interface that will be used. The Commonwealth Secretariat is looking for a system that will centrally manage all sites where the IT staff or designee will be able to perform self-administration to include moves, adds and changes. Preference will be given to systems that are easy to use, will integrate with Active Directory, provide automated attendant for specific departments and access to the administrator s GUI/console from a networked workstation. Additionally the system must be able to do the following: A. Provide easy setup and configuration for and management console and handsets/clients. B. Provide centralised reporting for all site s calls, system events, user activity, and other call details with the option to export to a PDF, CSV or Microsoft Office file. C. Provide multiple levels of administrators that will have varying roles in the system. D. Provide notification of critical system events. F. Support and Maintenance The Commonwealth Secretariat requires years and onsite support with the option to continue annual support after the year period has ended. The vendor should provide a detailed description of standard and extended support, maintenance, and the average response time for a support request. Service Provider Please state the name of the company which will be delivering service and onsite support for this solution. If service has been outsourced to another firm, how long has this relationship been in effect? Product History Please provide a technical roadmap for the proposed solutions. How does the proposed solution fit into the vendor s current product lifecycle? Please provide a list of policies on firmware updates for the proposed solution. How often are changes released? How is the customer notified about changes? How are they applied? G. Engagement Methodology The Commonwealth Secretariat is looking for a turn-key solution. The vendor will be responsible for any external network connectivity, as well as installation of equipment at each site. The vendor will manage the migration of the Secretariat s existing phone extensions onto the proposed new solution. The vendor will be responsible for coordinating with the Commonwealth Secretariat s IT team in configuring the proposed solutions networking equipment to work with the Secretariat s existing LAN. The vendor will be required to work with BT and any proposed communications service provider in the ordering and installation of all connectivity and other communication services needed for this solution. 9

10 Annex 3 No Criteria Evaluation Criteria Marks 1. Solution Quality Please specify solution in detail and including all component parts required to deliver the solution. 2. Implementation and project delivery Please detail project implementation including delivery, configuration, testing, migration and go-live 3. Service SLA Please provide a SLA clearly stating service levels including end-to-end service availability (from handset through to network). 4. Experience of delivery of two projects of a similar nature within the last three years Please provide details of these projects using Table 1 below. Warranty period Please provide details of equipment warranty period 6. Skype for Business Integration Please detail capability and extent of Skype for Business integration 7. Standards Please confirm business adherence to ISO or ISO 0001 standards, DOD M and BS EN 1713:2009 standards and the WEEE Directive (Waste Electrical and Electronic Equipment Directive). supporting evidence must be provide 8. Energy usage analysis Please provide clear information on energy usage/ performance of the proposed solution as well as quantified and detailed analysis energy reduction when compared against the existing equipment of the Secretariat 9. Price - Cost - Payment terms* - Validity of the quotation Total score 100 * Please note the Secretariat does not provide any payment in advance 10

11 Table 1 (a) Project 1 (b) Project 2 Customer Organisation (name): Customer contact name and phone number: Customer address: Project description (purpose and outcome) Project management approach used** Project value Dates of contract (start date and end date): Attach customer reference letters ** Please provide details in your technical response. 11

12 Annex 4 Declaration An authorised signatory, in his/her own name, on behalf of the Bidder must sign the following declaration on Company Letterhead: I certify that the information supplied is accurate to the best of my knowledge. I understand and accept that false information could result in my firm s disqualification from this RFQ process. By signing and returning this letter, I/we confirm that I/we have not in relation to this RFQ: a. Entered into any agreement with any other person with the aim of preventing bids being made or as to the fixing or adjusting of the amount of any bid or the conditions on which any bid is made or the elements or contents of any bid; b. Informed any other person, other than the Commonwealth Secretariat of any confidential information in relation to the project, except where disclosure, in confidence, was necessary for the purposes of preparing the RFQ; c. Caused or induced any person to enter into such an agreement as is mentioned in paragraphs (a) and (b) above; d. Committed any offence under applicable anti-bribery or anti money laundering laws and/or regulations; e. Offered or agreed to pay, give or accept any sum of money, inducement or valuable consideration directly or indirectly to any person for doing or having done or causing or having caused to be done, in relation to any proposed bid, any act or omission; f. Offered or agreed to pay, give or accept any sum of money, inducement or valuable consideration directly or indirectly to any person bidding for the RFQ, or from any person in relation to this project; or g. Agreed to undertake work or services for any other person in connection with the project. [Either] I/ we know of no conflict of interest which, if came to be known, would prohibit my firm from carrying out this project [or] I would like to declare the following conflict/s of Interest (please list). 12

13 [Declaring any conflicts of interest does not automatically mean your firm s exclusion from this RFQ process. If you believe the conflicts do not materially affect your ability to deliver this project should your firm be successful, please explain how the conflicts will be managed]. [In this letter the word "person" includes any person, body or association, corporate or incorporate and "agreement" includes any arrangement whether formal or informal and whether legally binding or not. This undertaking is to be signed by a Partner, Director or authorised representative i.e. in their name on behalf of the Bidder]. Signed: Name: Telephone No: address: Position held in the organisation: Organisation's name: Organisation's address: Date: 13

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