Request for Proposals Phone System Upgrade RFP Closing Date: August 29, 2014 Table of Contents 1. Introduction 2. Project Objective and Scope of Service 3. Required Qualifications 4. Form of Proposal 5. Contracting / Selection Process 6. RFP Submission 7. Signature Page
1. Introduction Executive Summary Christian County Library is seeking proposals from qualified contractors to provide a new Telephone System for the Library. The Library is anticipating replacement of approximately 10 telephones and one fax machine at one location. The project budget is $15,000.00 Interested parties must submit a written proposal to perform the Project Objective and Scope of Services as outlined below in Section 2. Alternative methods proposed by the Consultant shall be clearly labeled as such, with a description of the proposed alternative methodology and associate pricing. The final date of submission for a brief written proposal shall be Friday, August 29, 2014 at 4:00 p.m. CTS, (Central Standard Time). Three (3) hard copies of proposal statements should submitted as well as an e-mail submission. The length of the proposal is limited to 15 pages. Christian County Library has the right, in its sole and absolute discretion, to reject any proposals. The library has the right to modify any of the information provided with this request for proposal, and the library has the right to provide the candidate firms with additional information at any time during the selection process. The candidate firm shall review this Request for Proposal and all material provide with this RFP, and shall prepare all materials for submission and all presentations at their sole cost and expense. Christian County Library shall in no event be responsible for any cost or expense incurred by the candidate firms in such and reviews and preparations. A standard formal agreement will be executed between the Consultant and the Library. The contract will be awarded on the basis of professional qualifications, experience with similar projects, price and other factors. Current System Christian County Library is currently running an Executone phone system without voicemail located in our office at the Library (1005 North 4 th Avenue Ozark, MO 65721) and supports the library office and patrons Phone Set Information Encore CX 512 ACD Information 2 Queues 5 Agents Phone Numbers and DID Information Main library 4 analog lines Off Site location 1 2 analog lines Off Site Location 2 2 analog lines 2. Project Objectives and Scope of Service System Design Requirements The replacement system for the Christian County Library must address the goals and expectations for feature, functionality, selection, implementation and ongoing operation outlined in this section. In your proposal, please describe how your system can support the goals and needs for the library. Telephone systems are sought that will support 1-4 sites based upon the same hardware, operating system and application software. All library uses will have 4 digit dialing (with a uniform dial plan) between physical sites, shared access to all common system resources, and a centralized and synchronized system database.
The Library s voice system must be configured for high reliability to protect against service outage. All equipment housed in the network computer room and telephone room within the library must have a UPS battery backup. The goals and expectations for the selection, implementation, and ongoing operation of new telephone systems are identified and outlined in the following sections. System Features and Capabilities In your proposal, please provide detailed information about your solution and describe the features and recommended use, to include: Telephone set models supported by your solution and recommended for use Features available (or not available) with supported phone How phones are programmed administratively and by the end user for use with your solution System capacity and scalability o Phone set o Voicemail boxes o ACD Agents o ACD Queues o Simultaneous incoming & outgoing line capability Mobility solutions for teleworking staff, etc. The replacement solution for Christian County Library must include the following system features. Please provide an overview of your system capabilities to include descriptions of how it supports the following requirements: Call pick up for a department or group Call pickup directed at a specific ringing extension Automatic call back (Camp On) Transfer to extension and voicemail Ability to forward calls to an internal or external number Automatic Call Distribution (ACD) group, capability, including: o Ability to distribute calls evenly among group members o Ability for end-users to determine the number of calls waiting in a queue at all times (without pushing keys to bring forward statistics) o Allow for future expansion o ACD reporting and administration Four 4-digit, uniform dialing plan Simplified 4-digit pin-code account entries Simplified 4-digit pin-code account entries for long distance access and account tracking Support Toll Fraud security Analog Support Ability for end-users to remotely forward a phone to another number both internally and externally Ability to Log-On/Off to multiple groups Call recording options Call reporting (i.e. number of calls, length of calls, etc.) Make busy Supervisor request, the ability to listen in on an existing phone conversation for quality assurance & coaching Ability to overflow agents groups The ability to track and/or report on task-based processes, queue system, work order system The ability to monitor when someone is on their phone line System Scope Christian County Library is seeking a versatile system capable of easily expanding to adapt to the growing needs of the Library. The Library currently operates one main site. Expected staffing levels and equipment requirements at the main site at the time of cutover are broken down and detailed below. Note: Staffing levels and configuration change somewhat frequently. The following is subject to minor change prior to implementation of replacement system. Library (main site) o Phone Extensions (total: 8) Full-Time Employees (w/offices) (6) Public work areas (2) Emergency PD Phone (1) o ACD Agents (4-6) Queues (3) Avg. Call Volume: High Variable o Analog Devices (fax, credit card, etc.) (total: 3) Fax Machine (1)
Desired configuration: Library (main site) o Phone Extensions (total: 12) Full-Time Employees (w/offices) (8) Public work areas (3) Staff work area (1) Other Intercom system for paging patrons and staff Voice Mail Only (10) Emergency PD Phone (1) o ACD Agents (4-6) Queues (3) Avg. Call Volume: High Variable o Analog Devices (fax, credit card, etc.) (total: 3) Fax Machine (1) Fire Alarms (1) Other (1) Note: Some (minimum of 2) network drops may be needed for installation of new phone system. This phone system will need to be able to grow along with the library. In the future, the library could be a multi-branch district. The ability to transfer calls from one location to another is a must. It would be nice for the potential for a call center to be put in place, but not a requirement. Voicemail and Automated Attendant System Christian County Library is seeking a centralized voice mail and automated attendant solution that integrates with the phone system that will support each location s unique requirements. The Library will benefit from information only mailboxes that will assist with high volume non-urgent calls as well as frequently and repetitively asked questions. Phone Number and Direct Dial Continuity The Library requires the retention of existing published numbers including toll free and staff assigned direct dial numbers. Please describe how your system can support the continuing use of these numbers. Unified Messaging The Library seeks a system that provides Unified Messaging (UM) integration with (E-mail server?) The UM system must support a graphical user interface (GUI) access. The system must have the capability to add more advanced options for UM. The Library would prefer that it not be necessary to install client on workstations. Please describe your systems unified messaging capabilities and general categories of system administration tasks and capabilities that internal staff is able to support and perform. Support Requirements Christian County Library will enter a maintenance contract with the chosen vendor. The length of the contract and the exact terms are negotiable but shall include: System monitoring options 24 hour on-site response for all major service impacting alarms & outages Full replacement of all failing hardware and software (replacement equipment must be new or refurbished with warranty) Training during and after installation to personnel that will be working with the system The system must be updated with the latest software releases free-of-charge during the terms of the initial contract Troubleshooting and Advanced Remote Diagnostics Technical Support for the Library and technicians System Administration A secure, centralized point of administration (access terminal) is desired to administer all sites. The desired system will allow the Library to manage most of the required system administrative functions for all locations. Secure administration on the network LAN Ability to run basic diagnostic checks and backup and restore data Ability to support remote administration Ability to program off site from high speed internet access Ability to perform standard software changes Ability to build / modify stations and ACD groups form Graphical User Interface (GUI) The system must provide reporting
Ability to execute program changes without rebooting the system Training for Library staff Written manual of procedures for system administration Web-based access tools Remote change of greetings Project Planning Vendors are required to plan the implementations in such as manor to provide little to NO downtime to the Christian County Library. Information for implementation should be included. Include information such as: Plan to cut over in limited computer/server room space environment User interviews for design of system Pre-cut over meeting An installation schedule Network order processing and coordination All network changes Provide complete implementation documentation including: o Network changes o Network design o Installation of hardware Documentation Documentation of the following is required as part of the system(s) installation. Database information to include detailed Automated Attendant Tree ACD queue System administration manuals A quick reference guide 3. Required Qualifications The successful proposing Consultant and its employees will operate independently and will not be considered an employee of Christian County Library A copy of certificate of liability insurance must be provided by selected vendor. The vendor must provide affirmation that they are enrolled in and participate with the E-Verify program. 4. Form of Proposal The candidate must include a scope of work the company believes is appropriate to achieve the purpose of the project as stated above. Please limit proposals to 15 pages or less. The proposal shall include the following items in the order listed herein: A. Cover letter indicating interest in the project. B. Experience of the Firm / Statement of Qualifications. (add more detail if desired) C. Detailed Project Approach. D. Detailed description and list of deliverables to be provided. E. Staffing: The consultant shall prepare an organization staffing chart, and shall list major assignments to the staff project. F. Fee: The consultant shall submit an estimated not to exceed amount of the total fees within their proposal for the project. The proposal shall include the time and cost of the work described in the RFP. G. Project Schedule: Specifically the Consultant will indicate their requirements in calendar days to perform the various aspects of the installation and training. 5. Contracting / Selection Process A. Review and Assessment
Firms will be evaluated on the following criteria. These criteria will be the basis for the review of the written proposal and if needed, interview session. The rating shall be from 1 to 5, with 1 being a poor rating, 3 being an average rating, and 5 being an outstanding rating. Weight Qualification Standard 5 Scope of Proposal Does the proposal show an understanding of project objectives and the results that are desired from this project? 3 Availability Can the project be completed in a timely manner? 3 Firm Capability Does the firm have the support capabilities the assigned personnel require? Has the firm done previous work of this nature with adequate results? 5 Cost Hours & Work Does the proposed cost and work hours compare with the available budget? Are the work hours presented reasonable for the effort required in each task phase? 6. RFP Submission Proposals shall be submitted by e-mail and in hard copy with 3 identical copies each. All copies shall be submitted to: Christian County Library 1005 N 4th Ave, Ozark, MO 65721 RE: RFP Christian County Library Phone System Upgrade Submissions must be received prior to 4:00 p.m. CST on Friday, August 29, 2014. No faxes will be accepted. All proposals submitted shall become the property of Christian County Library. For questions regarding the RFP, you may contact Rhonda Riley at (417) 581-2432 7. Signature Page Submitting Firm: Address: Telephone Number: Name of Agent (print/type) Tittle: Authorized Signature: Date: