Request for Proposals VoIP, Voic , and Unified Messaging System

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1 Request for Proposals VoIP, Voic , and Unified Messaging System The City of Orange Beach, Alabama, is accepting Request for Proposals from qualified firms for providing a Voice over IP (VoIP), Voic , and Unified Messaging system. The City intends to enter into an agreement to provide voice services to all Orange Beach Municipal Offices. For a full copy of the RFP specifications in electronic format, contact Dotty Mott, , dmott@cityoforangebeach.com or download from the City s webpage Sealed proposals will be received by The City of Orange Beach, Alabama at 4099 Orange Beach Boulevard, P.O. Box 458, Orange Beach, Alabama until May 22, 2014, 2:00 p.m. central standard time. Proposals should be submitted in a sealed envelope with the following on the outside of the envelope: City of Orange Beach Request for Proposal : VOIP P.O. Box 458, 4099 Orange Beach Blvd. Orange Beach, Alabama Faxed or electronically submitted bids will not be accepted. Be advised that overnight delivery is NOT guaranteed to Orange Beach, Alabama. No proposal may be withdrawn for a period of 90 days after the RFP closing date. The City of Orange Beach reserves the right to reject any or all proposals, to waive informalities or irregularities, or to award the contract in the best interest of the City of Orange Beach. The selected firm s proposal will be submitted to the City Council for consideration of award. The decision of the City Council is final. This request for Proposal does not commit the City of Orange Beach to award a contract, to pay for any costs incurred in the preparation of a proposal, or to procure or contract the services or supplies. The City of Orange Beach reserves the right to accept or reject any or all proposals received as a result of this request, to negotiate with any qualified source, or to cancel in part or in its entirety the Request for Proposals, if it is in the best interest of the City of Orange Beach. The City may require the firm selected to participate in negotiations, and to permit such price, technical or other revision of their proposals as may result from said negotiations. Please direct all questions or requests for additional information to Rauf Bolden, IT Director by at rbolden@cityoforangebeach.com. Cathy Constantino, MMC City Clerk

2 Request for Proposal: VoIP, Voic , and Unified Messaging System SECTION ONE: GENERAL INFORMATION Background: The City of Orange Beach is soliciting written proposals from qualified vendors that offer Hosted Off-Site Voice Over IP (VOIP) Telephone/Voic / Unified Messaging systems. The intent of this RFP is to enter into an agreement to provide voice services to all City of Orange Beach Municipal buildings.. The chosen vendor must demonstrate through their proposal response and references, a complete, industry standard, expandable, and cost effective solution. Any vendor proposal that does not specifically meet these requirements will not be considered for selection. Purpose: To implement a state of the art VoIP telephone, voic , and unified messaging system to meet the needs of all City of Orange Beach offices. Scope: The VoIP/Voic /Unified Messaging solution described in the proposal must be based on mature technology with strong manufacturer commitment and vendor support. The City of Orange Beach will provide internet access by fiber. The proposed system must be designed to provide fail over fault tolerance and redundancy. Ideally, the Phone/Voic /Unified System will easily accommodate lower bandwidth networks, with minimal additional cost, to support remote office locations. See Section Two, Overview of Current Environment, Data Network, for more details. Vendor Qualifications: Vendors should have extensive experience with VOIP telephone systems and technology as well as have an outstanding customer service and support record. Vendor experience with VOIP system integration is also required. Proposals should include a list of at least 3 references of comparable installations within the last 5 years. Schedule of Submission and Review: The following schedule will be adhered to in the receipt and review of proposals. Electronic submittals will NOT be accepted in lieu of written proposals. May 22, 2014 July 1, 2014 Proposal due date Vendor selection and award of contract

3 Evaluation of Bids: Evaluation criteria will include, but is not limited to: Price Customer service and support history, availability, and quality Availability of functions as described in the requirements section of RFP Maturity of product modules/features Compatibility with selected ISP Ease of administration Quality of product Customer references Service guarantees and warranty Potential for system growth Delivery Requirements Proposal Postponement or Amendment: The City reserves the right to amend any portion of the Request for Proposal. Copies of such amendments shall be furnished to all prospective contractors. Where such amendments require changes in the scope of services, the final date for submission may be postponed. Cost of Proposal Preparation: Any costs incurred by Contractors responding to this Request for Proposal in anticipation of receiving a contract award shall be the responsibility of the Contractor. The City shall not reimburse the Contractor for any such expenses. Vendor Site Visits and Demonstrations: Please contact Rauf Bolden at rbolden@cityoforangebeach.com for site visits or demonstrations. Inquiries: Questions concerning this Request for Proposal shall be in writing and directed to: Rauf Bolden, rbolden@cityoforangebeach.com. Submission Instructions: A sealed original proposal must be received by the City of Orange Beach no later than 2:00 p.m. on Thursday, May 22, Late proposals will not be considered for award and will be returned to the vendor unopened. Signature Requirements: Proposals must be signed by a duly authorized official of the vendor. Proposal terms shall be valid for a period of one hundred eighty (180) days from receipt by the City of Orange Beach. Responses to this RFP are binding and will become the property of the City of Orange Beach. Responses will form the basis of negotiations of an agreement between the City of Orange Beach and the successful vendor.

4 SECTION TWO: OVERVIEW OF REQUIREMENTS Physical Voice Extensions and Service The City s main number needs an auto attendant that would allow callers to reach individual departments without the operator. City Departments would need to have calls to their individual department numbers sent directly to specific extensions during the day, or use a main voic box for call forwarding no answer. Some Departments may require auto attendant for day and/or night service to a specified group of extensions or message mailboxes, and during emergencies. Separate hunt, ring, and day/night service configurations for Departments. System configuration using 4-digit extensions. The system must be capable of using the City's ISP. The City plans to enter into an agreement with an ISP of their choice to provide a fiber connection to internet. The system must have a web interface user and administration portal for making changes to user extensions, call groups, and hot desk extensions. The administrator should be able to limit the user privileges to allow only minor changes to the user s specific extension. From the system administrator portal, the administrator should be able to easily make changes to features on the user extensions such as: managing direct dial numbers, changing the caller id given off on outbound calls, resetting the voic box pass code, enabling voic to , changing the displayed programmable buttons on each device, and set day, night, busy/no answer re-routing. The system must support voice mail to . The system must be compatible with SIP trunks. Analog Extensions will be needed for use by fax machines, alarm lines and analog phones for public use. The VoIP system should be capable of handling a minimum of 20 concurrent calls. See attached list of identified lines, numbers and phone types. The system must be expandable.

5 SECTION THREE: PROJECT DETAIL, GENERAL REQUIREMENTS Provide a detailed and comprehensive hardware list. Provide a detailed system diagram. All items should be clearly identified. Provide Line itemized pricing. All pricing sheets shall reflect a minimum number of units, manufacturer sku, manufacturer model number, unit cost, extended cost, discount, description, hours, subtotal, and total. Pricing shall include configuration services, labor, installation, training, maintenance, shipping, services and product costs. Provide and Executive Summary. Vendor shall provide an Executive Summary of its proposal limited to two pages. Provide a detailed deployment schedule. Vendor shall provide a system implementation plan. Installation of VoIP software and hardware. The successful vendor will be responsible for ensuring that the proposed software and hardware functions as designed and as specified in the proposal response. Describe the System Warranty. The proposed system shall be warranted for a period not less than 1 year. The warranty period shall begin on date of final acceptance. Any hardware, labor, shipping or any other costs incurred during the warranty period related to the accepted system shall be at the expense of the vendor. The City of Orange Beach shall not be responsible for any system related costs during the warranty period. System Maintenance. The accepted proposal shall reflect ongoing maintenance costs for hardware/software and be included in the line itemized pricing. Vendors shall include a post warranty annual maintenance contract that includes response times, hardware availability options, and level of service. Training. Training shall be provided for system administrators as well as endusers and reflected in the itemized pricing. Training shall be conducted by the accepted vendor or their designee. System admin training shall include training that will enable the system administrator to operate all aspects of the VOIP/Voic system encountered on a daily basis. Train the trainer classes will be considered for end-user requirements. Training will consist of no less than two hours for end user groups of five (5) or less. Configured for growth. The proposed system shall be expandable and upgradable. Backups. Proposals must include a system backup strategy. Analog service. The proposed system shall provide analog service, and support existing fax devices or recommended a fax alternative.

6 SECTION FOUR: PROJECT DETAIL, VoIP, VOIC & UNIFIED MESSAGING REQUIREMENTS System must meet all industry standard phone system services, including the following: Preferred IP Phone System Features Unlimited Local and 1+ US long distance Mobile twinning Hot desking Auto Attendant with settings to allow takeover of overflow, simple activation and deactivation for holidays etc. Voice mail with forwarding Hunt group functionality Ring group functionality Contact dialing Audio conferencing support and applications 4 digit interoffice extension dialing Localized E911 Call transfer/forwarding/pick-up groups/park(hold)/handoff System speed dial User speed dial Direct page Extension based record-a-call Do not disturb setting Call history Outbound Caller ID with number and company name Access to end user portal Access to administrator portal Web faxing Softphone compatibility, ios, Android, Windows 7/8 platforms Unified communications client for Windows PC 7/8 platforms Managed firewall and routing Outbound call blocking Direct inward dial functionality Unified survivable remote site telephony Full service, seamless porting of current numbers User training portal

7 Preferred Hardware Capabilities General IP phones Embedded Gigabit Ethernet Switch, 10/100/1000 Mb mode support IPv4 and IPv6 support Large backlit graphics display Multiple programmable, one-touch, multifunction, self-labeling keys for speed dialing, multi-line, feature access, and busy lamp fields Wideband audio support (G.722.1), ships with wideband handset (7 khz standard) Supports: Handset, IP conference units, Cordless DECT accessories, Bluetooth, DECT handsets with stands, programmable key modules (12 or 48 key) 12 fixed-function keys: Hold, Settings, Message, Speaker, Mute, Transfer/Conference, Redial, Cancel, Volume/Ring Up, Volume/Ring Down, Previous, Next. Three-context-sensitive soft-keys for intuitive feature access Embedded applications: Launch, Open Document, Open URL, Call Forwarding, Conference Unit Controller, Settings, Call Information, Visual Voice Mail. Integration with unified communications applications Dual-mode ready (IP and SIP) Dual-duplex hands-free speakerphone Secure voice communication encryption Hearing-aid compatibility on handsets (ADA compliant) HAC-Compliant for magnetic coupling to HAC hearing aids Automatic call distribution support Mute and Message/Voic display LED indicators Off-hook call announce with hands-free answerback On-hook dialing Dedicated headset jack Easy do-not-disturb and mute across all receivers (headset/handset/conference system etc.) Multiple call forward setup feature Conference-call support with video where specified. Direct Page/group page/set-to-set page features Last number redial E-fax capability Desk and wall-mountable versions or unit capability Tilting stand for improved viewing Support for dedicated poly-com conference units or full-functionality as a poly-com set for a large conference-table group

8 SECTION FIVE: ORGANIZATION AND CONTENT OF PROPOSALS Proposals shall contain a straightforward, concise delineation of the Contractor s capability to satisfy the requirements of the Request for Proposal. Each proposal shall be submitted in the requested format and include all pertinent information necessary to evaluate the submission. Proposal Contents: Vendors shall adhere to the following organization in the development and submission of the proposal: 1. Identification of the Submitting Entity State the name of the firm, mailing address, telephone number, fax number, address, and authorized individual to negotiate on behalf of the firm. 2. Project Teams Identify the project team members and their positions in the team. Outline the responsibilities of each member. Include any anticipated sub contractors or consultants within the project team. 3. Work Plan State in detail the proposed methods which will be undertaken to perform the requested scope of work. Include in your submission a project schedule and other exhibits detailing the schedule of activities in your work plan. Again, the Vendor shall provide a cost proposal that provides a detailed line item breakdown of parts and labor of the proposed cost to accomplish the project. City of Orange Beach reserves the right to negotiate the cost with the selected Vendor. 4. Payment Milestones Vendors will include a payment schedule that outlines project milestones and corresponding payments. The milestone schedule must include a milestone payment for twenty five percent (25%) of the project cost to be withheld by the City of Orange Beach until final acceptance has been completed. The City reserves the right to negotiate the Milestone Schedule with the selected Vendor. 5. References Vendors must provide a list of past clients for which they have installed projects of a similar nature. For each reference include a contact name, phone number and address. Briefly describe the service provided for each reference. Include a minimum of two references and no more than four. Acceptance: Each proposal shall be submitted by the Vendor with the understanding that the acceptance in writing of the City of Orange Beach of an offer to furnish the services described in the proposal shall constitute a contract between the Vendor and the City of Orange Beach, and shall bind the Vendor to furnish and deliver the services in accordance with the conditions and specifications of said accepted proposal. This shall not negate the option of the City to further negotiate with the selected Vendor. Any contract resulting from this solicitation shall contain the terms and conditions included in this RFP, the successful proposal, and any addenda issued pursuant thereto.

9 Payment Schedule: The selected Vendor will be paid based upon the work completed in each payment milestone as determined by the City. When payment is due, the Vendor shall submit invoices according to the progress of the work. Twenty five percent (25%) of the total project amount will be held as a retainer until absolute final acceptance by the City is attained.