Request For Information. Telecom System Management and Billing Software

Transcription

1 Request For Information Telecom System Management and Billing Software RFI # cs Date Issued: 4/1/15 Due Date: 4/15/15 Submitted by the University of California Davis Health System This RFI is also available at: All questions regarding this RFI should be by only and directed to: Connie Stewart UCDHS Purchasing Department 1

2 Proposed Schedule of Events Event Date Release of Request for Information 4/1/15 Receipt of Vendors Response to this RFI by 3pm 4/15/15 Vendor Inquiries Inquiries regarding this RFI process and the functional or technical requirements of the proposed systems must be submitted via . Connie Stewart UCDHS Purchasing Department Proposal Submittal Instructions Each Bidder is required to submit their response via to: All responses must be ed and the posted and received in the UCDHS Purchasing Department no later than 3:00 p.m. PST on 4/15/15. UCDHS Purchasing Department will not accept proposals received after the due date and time. Following evaluation of this RFI, UCDHS may release a formal Request for Proposal. Requests for demonstrations or presentations from vendors may be requested. 2

3 Goal of Request for Information To obtain detailed information from Bidders regarding their experience and capabilities in successfully delivering telecom system management and billing software solutions that meet the requirements of the UC Davis Health System (UCDHS). To obtain a written proposal, pricing structures, work plans and implementation schedules, and proposed methodologies and approaches to be utilized. To solicit information that will enable UCDHS to compare and evaluate Bidders products / solutions to determine the optimum direction for the Health System. 3

4 GENERAL OVERVIEW University of California at Davis Health System Profile The University of California, Davis Health System (UCDHS) provides the organizational framework that enables the University of California, Davis to fulfill teaching, research, patient-care and public service missions. It consists of the School of Medicine (SOM), the UC Davis Medical Center (UCDMC), the UC Davis Medical Group and several specific centers such as the UC Davis Cancer Center, the UC Davis Children s Hospital and the UC Davis M.I.N.D. Institute. Together they deliver primary, secondary and tertiary care throughout inland Northern California. The UC Davis Medical Group, the health system s physician network, includes over 500 physicians and 150 areas of medical specialty geographically dispersed in 25 locations. UCDMC is one of five teaching hospitals operated by The Regents of the University of California. UCDMC is a 619-bed, fully accredited hospital, which serves as the main clinical education site for the UCD School of Medicine. Prior to its acquisition by The Regents in 1973, the hospital was owned and operated by Sacramento County and served as the primary provider of health care to Sacramento s medically indigent population. UCDMC is the sole Level 1 trauma center serving the Sacramento-Sierra area and the primary tertiary care referral center for a 32-county area of more than five million residents. Each year UCDMC admits approximately 32,000 inpatients, while its 150-plus clinics log more than 828,000 outpatients and emergency visits. UCDHS Telecommunications Profile UCDHS Information Technology provides centralized administrative and operational oversight of the telecommunication system at the health system which includes a wide variety of fixed and mobile telecom assets and communication services. UCDHS uses a telecom management system to process call accounting records, billing for communication services and equipment, recurring and one-time charges, and to provide reporting and inventory data to monitor the overall system. The telecommunications assets and services include: Over 15,000 telephone system phone lines o 3,000+ analog phones o 6,000+ digital phones o 1,500+ software lines Approximately 3,000 Cisco/VOIP telephones Over 5,000 voic boxes Over 1,200 mobile devices Over 4,000 Vocera devices Over 4,500 pagers 100+ emergency telephones Over 250,000 calls processed daily across 75 sites 4

5 Business Opportunity (Problem Statement) The existing telecommunication management system, Teledat, is a legacy system that is over seventeen years old. The application is inflexible and does not meet current business needs. In particular, the system has the following deficiencies: Data entry is inefficient o Labor intensive and time consuming data entry processes require manual steps and duplicate work, increasing the probability of error o No ability for technicians to update the system in the field o No system validation checks to prevent errors o Lack of internal controls surrounding data changes User security does not meet industry standards Billing is overwhelmingly manual and error-prone o Tedious and manual steps to upload, prepare, and reconcile data increases the probability of error o Incomplete billing data due to insufficient integration capabilities o Inflexible billing rules that cannot be modified to align with business processes o System limitations result in billing errors or delayed billing entries Reporting is limited and does not meet business needs o No ad-hoc reporting capabilities o Reporting functionality and available formats is limited, some needed reports are not available at all o Incomplete and unavailable information delays business action Integration with other UCDHS key systems and data sources is unavailable Vendor Support is insufficient PROJECT OVERVIEW Project Objectives Invest in a telecom management and billing system with minimal modifications required Streamline business processes in one consolidated system for all of the fixed and mobile telecom assets and services Integrate with other key UCDHS systems, applications, and data sources Improve productivity, data quality, and information availability Create a friendly end-user environment Satisfy UCDHS security and disaster recovery standards Address the risks posed by the legacy system 5

6 Scope The intended scope of this project includes the implementation of the new telecom management and billing software system including the following key business processes: Billing and Recharges IT is responsible for monthly reconciliation and recharge of telecom services throughout the health system to multiple financial accounts. The solution should provide automated cost accounting and cost allocation capabilities suitable to the complexity of the UCDHS physical plant and financial account structure. The system must have the ability to receive and process billing data inputs from multiple data sources, communication voice/data carriers and vendors. Reporting Reporting is a critical business requirement that drives management s ability to perform business monitoring, decision making, and financial reconciliation. The solution should provide easy to create and maintain electronic and web-based reports and analyses. Reporting includes key performance indicators, usage monitoring, canned and ad-hoc reports, and may also take the form of graphs, text and tables. Inventory Management - The proposed system should include property management and inventory capabilities that provide tracking, control and order mechanisms for all fixed and mobile telecom assets and services at UCDHS. These products include local and long distance services, mobile devices, PBX systems, voic , Voice over IP, conference services, data lines, network equipment, and more. When required, the system must be easily configurable to adapt to University guidelines and processes. Integration - The proposed system should support a wide variety of inputs and the ability to automatically collect and process data from multiple outside sources and vendors for an unlimited number of services and adapt to new services as they emerge. o Active Directory o AT&T e911 location information o PeopleSoft o Service Manager o Kuali o NEC SV8500 Fusion PBX o Cisco Communication Manager 9.1 6

7 INFORMATION REQUESTED Corporate Qualifications & Software Requirements The information requested is intended to help UCDHS evaluate which vendor can provide the solution that best meets our needs. It is acceptable to attach other information such as company brochures but please respond to all questions in the form provided. Vendors must make an entry in the appropriate column as follows: Meets Response Partially Meets Does Not Meet Future (Date and Version) Alternative Proposed Definition Vendor s current product or service completely satisfies the stated requirement or need. Vendor s current product or service only partially satisfies the stated requirement. Please provide additional details in the Comments field identifying which portion of the requirement is met by the product. Please be specific. If no comments are provided, this will be considered as Does Not Meet. Vendor s current product or service does not satisfy any part of the stated requirement. If a future version of the product is expected to include this functionality, please identify the version number and expected date of release of that version. Vendor s current product or service does not satisfy the stated requirement, but is planned in a future release. Please identify the version number and expected date of release of that version. Vendor can provide add-on components not included in the baseline product, or Vendor s product can be modified to meet the stated condition, or the Vendor can provide an alternative to the services needed. If this box is chosen, please provide details of the proposed alternative in the Comments column Business Requirement Worksheet Number Criteria Meets 1 Billing 1.1 Provides automated cost accounting and cost allocation capabilities 1.2 Billing rules are customizable by customer Can accommodate multiple billing rules and schedules for fixed and mobile assets User-friendly interface for data entry and billing inquiries Reconciliation tools available between system data & vendor statements Ability to receive and process electronic bills from multiple vendors/carriers. 2 Reporting Partially Meets Does Not Meet Future (Date & Version) Alternative Comment 2.1 Canned and Ad-hoc Reporting capabilities 2.2 Data refreshed on reliable and timely schedule 2.3 User friendly web-based reporting interface with the ability to export data into multiple formats 2.4 capabilities for reports / alerts 3 Inventory Management / Call Collection 3.1 Ability to receive and process inputs from multiple data sources including NEC PBX and Cisco Call Manager. 3.2 Cost-Center based inventory management 7

8 3.3 Tracking capabilities for assets 4 Security 4.1 Role based security and access 4.2 Provide retention of records for multiple years 4.3 Provide an audit trail on all activities 5 System & Integration 5.1 Storage capabilities for historical data 5.2 Supports a multi-user, multi-site business model 5.3 Reliable backup and restore capability 5.4 Integration capability with: o Active Directory Windows Server 2012 R2 5.5 o PeopleSoft 5.6 o Service Manager 5.7 o Kuali financial system 5.8 o PBX systems 5.9 o Cisco Communication Manager Vendor Background Please provide us with general information on your company: Company Name Company Address Locations of offices where support will be based from Years in business Name of your Software Product Years in use for each applicable Software Product Name of your software product(s) Release and/or version you are proposing Number of years your company has been in business with products relevant to this RFI Is your company publicly or privately held? Your company s net worth Staff: number of full-time permanent employees, parttime permanent employees and temporary employees working for your company Number of total customers using your services Number of total health system customers using your services 8

9 References Please provide us with three (3) references we may contact from preferably health systems or universities that are currently using your services and have similar business requirements to UCDHS. Please include the following information for each reference: University or Company Name Contact Name, Title, telephone number, address Pricing Please provide us with the following information: Product or Service Software License Implementation / Consultation Training Custom Modifications On-going maintenance and support Reports Software Upgrades Additional Services Description Pricing structure for the software; licensing fee. Please be as specific as possible. Please specify if your solution is hosted vs. on premise, and if both are available, provide a standard cost model for each option Pricing structure for implementation and configuration services (hourly rate) Please describe the various training programs that you provide. Are there any additional costs for training? How do you price custom modifications before and after implementation? Please provide model and cost for support and maintenance Is phone and after hours support included in the ongoing maintenance and support? If not, what is a typical cost model for that service? Please provide the pricing structure for add-on report packages or customized reports not included with the base package. How often are new software releases made? How are these costs passed on to the customer? Describe any additional services you provide that you believe will benefit us that we have not requested. Demonstrations Please be prepared to provide a demonstration (either in-person or teleconference) of your product, including end user environments, data entry functionality, canned and ad-hoc reports, reconciliation features, etc. 9

10 TERMS & CONDITIONS Proposal Conditions 1. Notwithstanding any other provision of the RFI, Bidders are hereby advised that this RFI is a solicitation for information only and is not to be construed as an offer to enter into any contract or agreement. 2. UCDHS shall have the unconditional and unqualified right to withdraw, cancel, or amend this RFI at any time. Bidders shall bear all costs associated with the preparation and furnishing of responses to this RFI. All proposals shall be firm for a period of 180 days following the proposal submission due date. 3. Responses to this RFI should be made according to the instructions contained herein. 4. UCDHS reserves the right to interpret or change any provision of this RFI at any time prior to the submission date. Such interpretation or change shall be in the form of a written addendum to this RFI. Such addendum will become part of this RFI and any resultant contract. Such addendum shall be made available to each company that has received an RFI. 5. UCDHS has, at its sole discretion, the unconditional and unqualified right to determine that a time extension is required for submission of proposals, in which case, a written RFI addendum issued by UCDHS shall indicate the new submission date for proposals. 6. Prior to the final submission date, any Bidder may retrieve its information to make additions or alterations. Such retrieval, however, shall not extend the final submission date. 7. Bidders wishing to submit information in response to this request do so entirely at their own expense, and submission of a proposal indicates acceptance of the conditions contained in the RFI unless clearly and specifically noted otherwise. 8. PUBLIC INFORMATION AND TRADE SECRETS--The California Public Records Act limits UCDHS s ability to withhold pre-qualification and bid data to trade secrets or records, the disclosure of which is exempt or prohibited pursuant to federal or state law. If a submittal contains any trade secrets that Bidder does not want disclosed to the public or used by UCDHS for any purpose other than evaluation of the Bidder s eligibility, each sheet of such information must be marked with the designation Confidential. UCDHS will notify the Bidder of any request, by another party, to inspect such confidential information. Bidder will have an opportunity to establish that such information is exempt from inspection in any proceeding to compel inspection. 9. All computer programs and data made available by UCDHS to Bidders hereunder shall remain the property of the UCDHS and shall be maintained, used, and disseminated in accordance with the California Information Practices Act of l911, Civil code Sections 1798 through , and the California Public Records Act, Government Code Section 6250 through All listings and all copies of listings that reveal names or identification numbers of individuals, (i.e., employees, patients, etc.) shall be destroyed or returned to UCDHS. 10

11 Contract Terms & Conditions 1. The University s Terms and Conditions of Purchase Goods and Services (Attachment 1) shall apply. 2. No form of the University s name shall be used in promotional materials, signs, announcements, or other forms of communication or advertising originated by Bidder unless the University s express written permission for such use has been obtained in advance. 3. Under existing campus policy ( P & P Manual #260-15) a gift or donation to the University may not be coupled with the expectation of tangible compensation or with the imposition of contract or grant requirements. Each purchasing transaction, business contract, research contract, affiliation agreement, and grant shall be considered as separate and whole in itself. As such, it is the policy of the University of California Health System that no gift or donation to the University, nor any of its business contracts, purchasing transactions, research contracts, affiliation agreements, or grants shall be used as partial consideration for any other transaction, contract, agreement, grant or gift/donation. 4. As referenced herein, contracted equipment shall refer to all equipment contracted under this agreement. The title to Contracted Equipment shall at all times remain with the vendor, and the risk of loss arising due to UCDHS s fault or negligence, or due to theft or disappearance, shall pass to UCDHS upon the date the Contracted Equipment is delivered and installed at the site. The risk of loss due to all other causes shall remain with the vendor. 5. Vendor s equipment shall conform to manufacturer published specifications or as otherwise agreed by both parties. 11