REQUEST FOR PROPOSALS LBCAP-IPSS-13 INTEGRATED PHONE SYSTEM AND SERVICES LONG BEACH COMMUNITY ACTION PARTNERSHIP 2013

Transcription

1 REQUEST FOR PROPOSALS LBCAP-IPSS-13 INTEGRATED PHONE SYSTEM AND SERVICES LONG BEACH COMMUNITY ACTION PARTNERSHIP 2013 Prepared By: Long Beach Community Action Partnership Operations Department Long Beach Office 3012 Long Beach Boulevard Long Beach, CA Tricia L. Heath Director of Administration Long Beach Community Action Partnership 3012 Long Beach Blvd., Long Beach CA (562) ext. 610 (562) fax

2 Long Beach Community Action Partnership LBCAP-IPSS-13 2 I. PROPOSAL Definitions: "LBCAP" or Agency is Long Beach Community Action Partnership. "Bidder" an individual or business submitting a proposal to LBCAP. Purpose of Proposal: LBCAP is seeking proposals from qualified bidders to provide an integrated phone system and related services to the Agency. Specifically, the Agency intends to contract for equipment, services and support that will allow the agency to seamlessly operate an administrative headquarters and program site; a call center; and a satellite office with varying call volumes and workflows. This service contract will be funded with a combination of private and public funds, including government contract funds. LBCAP will have this RFP open until 5:00pm on Monday, November 18. The initial decision will be made by December 13, 2013 as to which bidder will satisfy the RFP s need. Bidders should be prepared to start service provision no later than March 1, 2014, allowing for equipment lead time and telecommunications provisioning. Given the range of services currently available that will meet LBCAP minimum needs, the Agency will consider proposals in terms of cost, system setup and features when selecting a bidder. LBCAP reserves the right to reject any or all proposals, to waive informalities in the proposal process, or to accept any proposal considered most advantageous to LBCAP. ACTION REQUIRED: You are invited to review and respond to the Request For Proposals. For questions on this RFP or to submit a proposal please contact LBCAP: Long Beach Community Action Partnership Tricia L. Heath, Director of Administration 3012 Long Beach Boulevard Long Beach, CA TEL: (562) FAX: (562) theath@lbcap.org

3 Long Beach Community Action Partnership LBCAP-IPSS-13 3 II. OVERVIEW LBCAP provides education, training, energy conservation services and community development to over 50,000 individuals and families in Southern California annually. To deliver these services in an efficient and cost-effective manner, the Agency relies upon its technological infrastructure for all phases of program operation, finance and administration. The Agency operates three offices in the cities of Long Beach, Lakewood and Santa Fe Springs, with the following characteristics: 1. Long Beach a. 1 Auto-Attendant with programmable day, night and temporary menus b. 1 fax line programmed into the current PBX system c. 32 phones installed in 20 offices and rooms d staff at this location (varies seasonally) e. 28 voice mailboxes programmed f. Use averages 636 calls and 2,075 minutes per month g. Internet bandwidth needed at 5Mbps minimum (the Agency would like to see pricing at 10Mbps, as well) i. Some Agency programs require music and video streaming ii. The Agency offers periodic, Internet-based training 2. Lakewood Call Center a. 1 Auto-Attendant with programmable day, night and temporary menus b. 30 phones installed in 26 offices, rooms and cubicles c staff at this location d. 24 voice mailboxes programmed e. 2-3 home agents may be used during times of high call volume f. 23 staff should be equipped with a cordless headset to take phone calls g. Local line use averages 1,440 calls and 3,248 minutes per month h. Toll-Free Call Center use averages 8,972 calls and 50,261 minutes per month i. Highest TF use in one month was 19,096 calls and 90,143 minutes j. Internet bandwidth needed at 5Mbps this office s primary program transactions use a web-based application 3. Santa Fe Springs a. 1 Auto-Attendant with programmable day, night and temporary menus b. 1 fax line programmed into the current PBX system c. 12 phones installed in 8 offices and rooms d office staff at this location e. 5 staff should be equipped to use a cordless headset for taking phone calls f. 10 voice mailboxes programmed g. Use averages 785 calls and 1,798 minutes per month h. Internet bandwidth needed at 5Mbps Additional information regarding the Agency s most recent service billing will be provided upon request.

4 Long Beach Community Action Partnership LBCAP-IPSS-13 4 III. SCOPE OF WORK The successful bidder will provide a solution that meets the telecommunications and bandwidth needs of LBCAP, within the following parameters: 1. The solution provided by the selected bidder must have the following features: a. Is an Enterprise-class VOIP system (whether hosted or managed) b. Offers a full-featured Call Center solution offering, at minimum, the call handling features offered by the Agency s current Call Center software (see Appendix A) c. Supports multi-location queues and home agents d. Provides unlimited local and long-distance services e. Provides Direct Inward Dial (DID) numbers i. The Agency will need to keep its current DID numbers ii. The list of DIDs is attached in Appendix B f. Provides unified voice mail messaging g. Provides an intraoffice paging system (interoffice paging not required, but desirable) h. Provides PC integration (Internet Explorer, FireFox and Outlook) i. Provides cost proposals for Internet services at the bandwidth specified for each site, whether delivered over the Agency s existing Internet connection or a carrier independent network, as appropriate for the system j. Supports home agent participation in call center operations over agent s own DSL line k. Includes maintenance and support options during normal business hours and after hours l. Provides disaster recovery features that will route calls to an automated attendant, a voice mailbox, cell phones or other forwarded numbers in the event of a service outage or disaster. 2. The Agency would be interested in reviewing solutions that provide one or both of the following options, whether as a standard feature or available for a premium: a. A virtual call queue system as described in the following link: b. An Interactive Voice Response System that will collect customer name, mailing address and phone number for daily bulk mailing label generation for utility payment assistance applications

5 Long Beach Community Action Partnership LBCAP-IPSS-13 5 In order to be considered, every proposal submitted must provide the following information: 1. Recurring and Non-Recurring Charges Identify and itemize all costs necessary for the bidder to implement the proposed solution including the cost of taxes, shipping and handling charges. For recurring costs, indicate the frequency of recurrence. 2. Equipment, Peripherals and Software Provisioned Provide an itemized list of equipment, peripherals and software needed in order to implement the proposed solution. 3. Equipment, Peripherals and Software Non-Provisioned Define what equipment, peripherals and software, if any, the Agency would need to provide in order to implement the proposed solution (ex: POE switches, CPU specifications for Automated Call Distribution software). 4. Installation and Labor - Provisioned Define what installation services are included within the proposal cost. 5. Installation and Labor Non-Provisioned Define what installation services, cabling, inside wiring, etc., if any, will need to be procured by the Agency in order to implement the solution. 6. Maintenance and Support Services Define the maintenance and support services that are included in the proposed solution, including hours/days of access (if limited) and availability and cost of support after normal business hours. 7. Training Define what training is provided in the cost of the proposed solution. Indicate if additional training can be or is provided, at no charge or at a premium, after the initial installation is completed. 8. Site Survey If a site survey or other technical consultations are required prior to implementation, define the bidder s standard or anticipated process for completion of this phase. IV. PROPOSAL SUBMISSION In order to be considered, a proposal must be submitted via , in PDF format (Adobe Reader version 7.0 or higher) and sized at less than 10MB. Submit proposals to theath@lbcap.org no later than the proposal due date indicated in Section I. The Subject line of the proposal submission should reference the RFP number. Once submitted, bidders should expect a confirmation of receipt within 24 hours. If no confirmation of receipt is received, please call Mrs. Heath at (562) to confirm submission or obtain approval to re-submit. Delivery by methods or in formats other than specified will not be accepted.

6 Long Beach Community Action Partnership LBCAP-IPSS-13 6 V. EVALUATION OF PROPOSALS LBCAP plans to evaluate proposals based on the criteria listed below. 1. Response Form: Please complete all fields in the Form as requested. LBCAP will not be responsible for any change in this information unless notification in writing is received. 2. Approach and Methodology: A description of how the solution proposed will meet the Agency s needs as described in this RFP. 3. Cost: The Agency will evaluate proposals on the basis of Total Cost of Ownership over a sevenyear anticipated equipment life span, including the cost of bandwith at each Agency office. 4. Profile: Provide a description of company and its history. 5. Project Staffing: Identification of the qualifications and experience of key staff who will be directly involved in implementing the proposed solution. 6. References: Provide the names and contact persons of at least three clients where similar work has been provided as contained in this RFP. VI. PAYMENT AND SUBMISSION OF INVOICES 1. Payment for work performed will not exceed the agreed upon amount, unless additional payments are agreed upon in advance and in writing, signed by both parties. 2. Payment will be made to the contracted bidder based on invoices submitted. Invoices requesting payment will be prepared and submitted containing at least the following information: Agreement number, description of services provided and/or purchases made and total cost for services and/or purchases. Documentation supporting services and purchases being invoiced shall be submitted with each invoice. 3. The Agency will pay all approved invoices submitted within thirty (30) days of receipt. VII. RIGHTS LBCAP reserves the right to reject any and all proposals, in whole or in part, as well as the right to issue similar RFPs in the future. This RFP is in no way an agreement or obligation and in no way is LBCAP responsible for the cost of preparing the responsive proposal. One copy of a submitted proposal will be retained for official files and may later become a public record.

7 Long Beach Community Action Partnership LBCAP-IPSS-13 7 VIII. AGREEMENT CONDITIONS LBCAP will make a reasonable effort to execute an agreement based on this solicitation document within thirty (30) days of selecting a proposal that best suits LBCAP. The period for execution may be changed by mutual agreement of the parties. Any agreements to be executed are not effective until the agreement is signed by a person holding the required authority for both parties. Failure of bidder to execute the agreement within the time frame identified above will be sufficient cause for voiding the award of the contract. If a successful person or business submitting a proposal refuses or fails to execute the agreement, LBCAP may award the contract to the next qualified person or business submitting a proposal. IX. AWARD Award will be made to the responsible and responsive bidder whose bid meets the requirements of the Request For Proposals and offers the best value to LBCAP.

8 LONG BEACH COMMUNITY ACTION PARTNERSHIP Request For Proposals Integrated Phone System and Services Response Form BIDDER NAME EIN CONTACT NAME CONTACT PHONE NUMBER CONTACT ADDRESS CONTACT FAX NUMBER CONTACT MAILING ADDRESS Reference Name Company Phone Number Number of Phones Number of Offices Material Litigation Please indicate if the company or its principals are currently involved, or have been involved within the last three years, in any of the following actions: Material Litigation Arbitration Bankruptcy Federal Debarment Your signature below certifies that your company, and its principals, have not been debarred; suspended; proposed for debarment; declared ineligible; are not in the process of being debarred; or are voluntarily excluded from conducting business with a federal department or agency of the federal government. This status will be confirmed with the federal System for Award Management. By my signature I hereby certify that I have read and understand the RFP instructions and agree to the terms defined within. Signature: Date:

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17 Appendix B LBCAP IPSS 13 List of DIDs: Address City Zip Code DID Start DID End 3012 Long Beach Blvd Long Beach Long Beach Blvd Long Beach Long Beach Blvd Long Beach * 3950 Paramount Blvd Lakewood Millergrove Drive Santa Fe Springs Toll Free Numbers: Number Rings to Notes: is a legacy main contact number for Long Beach Community Action Partnership. As part of the agency's transition, we no longer want the 0681 associated with our agency through Caller ID or other means and would like to disconnect the number. We would like to have an announcement played on the line for 2 3 months, directing callers to our new main number (562)