Voice over IP (VoIP) Telecommunications Solution REQUEST-FOR-PROPOSAL

Transcription

1 RFP Clinic Locations: State Street, Hillman, MI Michigan 32, Atlanta, MI S Bradley Hwy, Rogers City, MI Michigan 68 Hwy, Onaway, MI Michigan 33, Onaway, MI Pharmacy Locations: Michigan 32, Atlanta, MI Michigan 68 Hwy, Onaway, MI Dental Location: Michigan 32, Atlanta, MI Administrative Office: 100 N. Ripley, Suite E, Alpena, MI From: Subject: Linda Sharpe, Purchasing and Facilities Coordinator Thunder Bay Community Health Service, Inc. Voice over IP (VoIP) Telecommunications Solution Date: May 1, 2014 REQUEST-FOR-PROPOSAL 1. INTRODUCTION Thunder Bay Community Health Service, Inc. (TBCHS) invites and will accept bids to purchase a Voice over IP (VoIP) telecommunication system at all TBCHS locations. 2. OBJECTIVE The objective of this Request-For-Proposal (RFP) is to outline TBCHS requirements for a VoIP solution at all TBCHS locations. Our intent is to solicit responses from known vendors, identify qualified vendors, and to acquire services with one vendor who will help design, procure, install and provide ongoing support for a VoIP telecommunication and switching solution which best meets the functionality, scalability, reliability and manageability needs of TBCHS by providing the highest quality service level at the most economical cost. 3. BACKGROUND Thunder Bay Community Health Service, Inc. is a Federally Qualified Health Center (FQHC) funded with 17% federal funds from the Department of Health and Human Services Administration, and 83% non-federal sources. The project contained in this RFP uses 0% federal and 100% non-federal resources. Thunder Bay Community Health Service, Inc. qualifies for GSA pricing and is tax-exempt, # Mission Statement Thunder Bay Community Health Service, Inc. commits its resources and passion to provide comprehensive primary health care services for people of all ages.

2 4. REVIEW OF IT INFRASTURE A review of our IT Infrastructure can be done via phone conference with our Chief Information Officer, Anthony Van Horn. His office hours are 8 AM 5 PM EST Monday through Friday. His contact information is below: Anthony Van Horn Chief Information Officer [email protected] Office (989) x210 Mobile (989) GENERAL INFORMATION A. Submittal Deadline: May 27, 2014 B. RFP Contact: All questions regarding this RFP must be directed to: C. Contract Award Process Thunder Bay Community Health Service, Inc. Attn: Linda Sharpe Purchasing and Facilities Coordinator 100 North Ripley; Suite E Alpena, MI TBCHS will review all timely submitted proposals and based upon the RFP responses and analysis, reference checks and the collective input of the RFP Review Committee, a VoIP solution may be selected for purchase from the Vendor of Choice. TBCHS reserves the right to award this bid to the respondent or respondents that best meet the objectives of this RFP, at TBCHS s sole discretion. 2. As an intermediate step in the selection process, TBCHS may decide to invite semi-finalists to individually attend an on-site demonstration of their proposed solution. 3. TBCHS reserves the right to accept or reject any or all or any part of any proposal submission. Selection as the final Vendor of Choice for this RFP does not in any way constitute a formal, legally binding agreement. No contract shall exist until all terms and conditions have been mutually agreed upon and the contract document has been signed by the authorized representatives for each party.

3 D. Term of Contract The term of this contract is anticipated to be for three to five years. TBCHS shall have the option to renew this contract on an annual basis following the initial term. 6. RFP INSTRUCTIONS A. General Instructions 1. Submit a complete response to all requirements and questions as directed. 2. Proposals and accompanying information submitted by respondent shall become the property of TBCHS. 3. TBCHS will not provide compensation to respondents for any expenses incurred for proposal preparation or for any demonstrations that may be performed, unless otherwise expressly stated. 4. Failure to comply with requirements contained in this RFP may result in rejection of any proposal submitted. B. Proposal Format 1. Proposals must be printed on letter size (8 1/2" x 11") paper. 2. Proposals should be delivered to: Thunder Bay Community Health Service, Inc. Attn: Linda Sharpe Purchasing and Facilities Coordinator 100 North Ripley; Suite E Alpena, MI Sealed proposals will be received until 1:00 P.M. May 27, Late submissions shall be refused and the respondent will be eliminated from further consideration. 4. Prior to 1:00 P.M. 5/27/14, proposals may be recalled by the respondent upon written request. After 1:00 P.M. 5/27/14 all submissions shall be considered bona fide offers. 5. TBCHS reserves the right to reject any and all proposals. 6. Proposals may be valid for acceptance for up to one hundred and twenty (120) days from the submittal deadline. C. Pricing Schedule

4 1. Each respondent must provide a detailed listing of all costs associated with their services. 2. Pricing shall remain firm for the contract term. 7. SERVICE REQUIREMENTS/PERFORMANCE STANDARDS A. Vendor Background 1. Please provide the following: Company name, address, telephone number, FAX number, address, tax identification number, and type of business. 2. Provide a brief history of your company. How long has your company been in business? 3. Please provide a description of relevant company information. 4. Please provide a list of all insurance policies currently held. Include the name of the carrier, dates of coverage, limits of coverage, and deductibles. 5. Do you now, or have you or any of your affiliates done business with TBCHS in the past. 6. How long has your company had a relationship with TBCHS? Please specify. 7. Provide a list of customers, include contact name and phone number. Healthcare references will be given careful consideration during the evaluation process. The vendor must be able to provide a list of at least three (3) references of similar size or application. Exhibit B B. Satisfactory Work/Programs 1. Any work found to be in any way unsatisfactory or not to the standards set in the Scope of Work shall be corrected by the Contractor at its own expense at the order of (TBCHS). C. Work Rules - The contractor shall require employees to adhere to the following rules: 1. Do not read or remove any materials left on desk, file cabinets, etc. 2. Do not remove anything from the building that is personal or TBCHS property.

5 3. Do not smoke in the buildings 4. Do not use telephones or computers for personal calls. 5. Do not open drawers, doors, etc. of office furniture. 6. Do not consume alcoholic beverages or other drugs on the job or report to work under the influence of alcohol or drugs. 7. Do not operate or tamper with any office machines or equipment unless directed by a TBCHS employee. 8. Do not enter any off-limits areas of the building. 9. Wear proper identification D. Scope of Work 1. The project involves the installation of a VoIP Telecommunication System as required by TBCHS (See Exhibit C) at the following Thunder Bay Community Health Service, Inc. locations: State Street; Hillman, MI M-32; Atlanta, MI S. Bradley Highway; Rogers City, MI W. M-68 Highway; Onaway, MI N. Ripley Avenue; Suites A, D and E; Alpena, MI All work listed shall be performed in a thorough and professional manner and in accordance with accepted industry methods and practices. All work shall be in strict compliance with all local and state codes, ordinances, laws, and policies. 3. The contractor shall appoint an adequate number of competent, properly trained personnel with sufficient supervision to provide the required services at all times. 4. The contractor shall provide all personnel with a complete set of specifications and schedules to ensure all required services are completed. 5. Quality Assurance Inspections: The Contractor s on-site supervisor shall conduct a final inspection and evaluation of the installed VoIP solution with a designated TBCHS staff member to ensure compliance with the work required by this contract. This is required for each individual TBCHS site as well as a final inspection of the project as a whole.

6 6. Equipment and Supplies: 8. Contract Requirements a. TBCHS will supply the appropriate network switches and cabling for the installation of VoIP phones at each site. A. TBCHS has developed standard contract terms that may be incorporated into the final terms of any agreement reached between both parties. B. 30 day net terms. C. Notice of Nondiscrimination. Thunder Bay Community Health Service, Inc. does not discriminate on the basis of race, color, national origin, sex, age, religion, height, weight, marital status, or disability in its programs and activities. The following person has been designated to handle inquires: Amy Hepburn, CPC Administrative Operations Director 100 North Ripley Avenue; Suite A Alpena, MI Attachments: Exhibit A: Bidder Cover Page Signature Affidavit Exhibit B: Reference Data Sheet Exhibit C: Cleaning Standards and Schedule

7 Exhibit A BIDDER COVER PAGE SIGNATURE AFFIDAVIT NAME OF FIRM: STREET ADDRESS: CITY, STATE, ZIP CONTACT PERSON: PHONE #: FAX #: In signing this bid, we also certify that we have not, either directly or indirectly, entered into any agreement or participated in any collusion or otherwise taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit a bid; that this bid has been independently arrived at without collusion with any other bidder, competitor or potential competitor; that this bid has not been knowingly disclosed prior to the opening of bids to any other bidder or competitor; that the above statement is accurate under penalty of perjury. The undersigned, submitting this bid, hereby agrees with all the terms, conditions, and specifications required by TBCHS in this Request for Bid, and declares that the attached bid and pricing are in conformity therewith. Signature Name (type or print) Title Date

8 Exhibit B REFERENCE DATA SHEET NAME OF FIRM: Provide company name, address, contact person, telephone number, and appropriate information on the product(s) and/or service(s) used for Three (3) or more installations with requirements similar to those included in this solicitation document. References may be checked at the discretion of TBCHS for bid evolution purposes. Company Name Address (include ZIP) Contact Person Product(s) and/or Service(s) Used Phone No. Company Name Address (include ZIP) Contact Person Product(s) and/or Service(s) Used Phone No. Company Name Address (include ZIP) Contact Person Product(s) and/or Service(s) Used Phone No.

9 Exhibit C Voice over IP (VoIP) Telecommunication System Specifications The following specifications will be used to assess the responses received. When submitting responses, please be sure to describe in detail on how the proposed solution will meet the specifications outlined below. In addition, please describe an overview on what levels of technical support can be provided with the solution and the associated costs. SPECIFICATIONS The VoIP solution must be designed to support all TBCHS sites and users. o TBCHS consists of eight sites, five of which are clinic or administrative sites that would require telephony equipment installed for 20+ users. o The remaining three sites are small sites that contain five or fewer users and these sites can be treated as remote users. o In total, TBCHS has 110+ employees and the solution must be able to support and include 150 handsets with the ability to grow. Each site should include, at a minimum, the following features: o Local and long distance dialing. o E911 capabilities. o Independent, local site call capabilities in the event a site loses network connectivity outside of the site. For example, if our Onaway site were to lose WAN connectivity but the LAN was still operational, our front desk could still call an office number within the Onaway clinic site. o The ability to continue to use its currently assigned public phone numbers. o The solution must be able to support our current faxing requirements, which are still analog phone lines, at each site. o The ability to create auto attendant trees that allow our patients to contact the service they want at our multi-service locations. o Dial by Extension or Dial by Name functionality. o Music on hold. o The ability to create hunt groups. o The ability, whether inherently or via third-party support, to play a recorded message as an outgoing call to a list of phone numbers for patient reminder phone calls. The phone handsets should include, at a minimum, the following features: o Basic phone settings such as placing calls on hold, transfer, conference, redial, speed dial, caller ID, Do Not Disturb, call parking, and paging groups. o The ability to customize phone features and have multiple lines available to dial out or to ring at the handset. o Phone handsets should be scalable in that basic users only need basic features and more advanced users such as administrative staff or switchboard staff can have more features. o User logon capability so a user's phone extension follows them rather than assigned directly to a phone. o The ability, whether inherently or via third-party support, to sync with wireless headsets securely. Other features: o Solid Disaster Recovery / Business Continuity plan. o Company / Employee Directory. o Personalized voic for employees. o Ability to program an after-hours or closed message to give clear directions to patients. o Supports Unified Messaging through Microsoft Exchange o Call forwarding to internal extensions and external phone numbers. o Strong reporting solutions such as usage reports by site and call logs. o Ability to manage phone system via a centralized console or web page.