REQUEST FOR PROPOSALS Telephone System Issued: April 2, 2015 1 P a g e
Canadian Mental Health Association, Windsor-Essex County Branch invites interested and qualified parties to submit proposals for Telephone System. REQUEST FOR PROPOSAL Telephone System PROPOSALS/DOCUMENTATION (Three (3) COPIES) SUBMITTED IN A SEALED PACKAGE clearly marked Telephone System will be accepted at: Information Technology Department 1400 Windsor Ave, Windsor, Ontario N8X 3L9 Until closing date/time: April 15, 2015 at 3:00 p.m. E.S.T. UNLESS ADVISED TO THE CONTRARY, PROPOSALS RECEIVED AFTER THE STATED CLOSING DATE AND TIME WILL NOT BE OPENED AND WILL BE RETURNED TO THE PROPONENT. FAXED AND ELECTRONIC SUBMISSIONS WILL NOT BE ACCEPTED. 2 P a g e
CANADIAN MENTAL HEALTH ASSOCIATION, WINDSOR-ESSEX COUNTY BRANCH REQUEST FOR PROPOSALS TELEPHONE SYSTEM TABLE OF CONTENTS Summary of Intent and Introduction Section 1: General Terms and Conditions Section 2: Scope of Request for Proposals Section 3: Information Requested Section 4: Evaluation, Contract Award and Conditions Section 5: Pricing and Terms Section 6: Key Dates Section 7: Check List 3 P a g e
SUMMARY OF INTENT Canadian Mental Health Association, Windsor-Essex County Branch (hereinafter referred to as CMHA WECB ) is requesting proposals from qualified telephone service companies to replace its current Private Branch Exchange (PBX) telephone system. This document is intended as a guide only, and has been prepared to assist proponents with the preparation of a proposal to provide a new telephone system with a long-term commitment to CMHA WECB. INTRODUCTION On the evening of March 16, 1971, a group of people gathered at City Hall in Windsor to discuss one issue Windsor and Essex County was in serious need of local mental health services. This was the very first meeting of the Board of Directors of the Canadian Mental Health Association Windsor Essex County Branch. There was a real demand for community-based mental health services. With mass deinstitutionalization of psychiatric patients, many people were released from the provincial institutions with nowhere to go. These people needed mental health care and preferred it close to their homes and families. This original Board of Directors knew of the need for community mental health services in the area. Funding was sparse, but because of the determination of pioneers like the original Board members, the Windsor-Essex County Branch of CMHA was formed. CMHA WECB employs approximately 150 full time employees. The purpose of this Request for Proposal (RFP) is to solicit proposals and product demonstrations from qualified vendors, for the design, procurement, installation, training, maintenance and ongoing support of a VoIP/Hybrid telecommunication solution that will meet CMHA WECB s functionality, scalability, reliability, and manageability requirements as outlined in this RFP document. CMHA WECB is currently facing several challenges with its existing telecommunications system including the following: 1. CMHA WECB s current system is based on older hardware and software technology that does not take advantage of the newer technology and feature sets available today. 2. The current system is using an older voicemail system with 12 voicemail ports. These challenges are the impetus for CMHA WECB s plan to upgrade its telecommunications system. CMHA WECB is seeking a solution that addresses the above concerns. CMHA WECB is requesting proposals from qualified telephone service companies to supply and install a new system as outlined in this RFP. 4 P a g e
This Request for Proposal (RFP) outlines the basic requirements. However, bidders are encouraged to provide alternatives and options to satisfy CMHA WECB s need for an appropriate configuration. The Bidders are expected to take a lead role in the response and will be the main contact for all negotiations. If third party providers are brought in for specific components, the Bidder will still be responsible for the co-ordination of the project. Section 1: GENERAL TERMS AND CONDITIONS 1.1 All information will be forwarded to potential Proponents from CMHA WECB s Information Technology Department in writing only. Information received from any other source will not be recognized as forming part of this RFP. Should a Proponent wish to alter a proposal prior to closing, it must be provided in writing. It shall be the proponent s responsibility to clarify any details in questions before submitting a proposal. This may be done by contacting the following individual: Mohammad Habib Manager, Information Technology Telephone: (519) 255-9940 ext 248 Facsimile: (519) 255-7817 E-mail: mhabib@cmha-wecb.on.ca 1.2 Additional information that results in substantial change to the original specifications will be forwarded to the Bidders in writing. CMHA WECB will have the right to extend the RFP closing date if circumstances so demand. 1.3 CMHA WECB reserves the right to negotiate with a Bidder and add to and/or delete from any proposal, at the unit prices quoted therein, the quantity of any particular item or items required in this RFP. Negotiations may take place with selected vendors without the obligation to re-call proposals or provide an opportunity for the other Bidders to quote on the same changes. 1.4 CMHA WECB may establish a short list of vendors. Those vendors not selected for the list will be notified in writing. 1.5 The vendor(s) may be requested to make a presentation to CMHA WECB during the selection process. This will not in any way indicate that any proposal has been accepted or rejected. 1.6 Vendor responses will be evaluated based on adherence to specifications,, quality of product/service, total cost, vendor history, references supplied by bidders and other criteria as established by CMHA WECB (also refer to Section 4: Evaluation, Contract Award and Conditions). 1.7 The RFP documentation and vendor s response/proposal will become an integral part of any agreement. 5 P a g e
1.8 An appropriate penalty may apply in the event of failure by the successful bidder to provide timely and effective service or failure by the successful bidder to deliver the service/goods on or before the agreed date. This penalty will be discussed and established prior to any final contract commitment. 1.9 The proposal and accompanying documentation submitted by vendors are the property of CMHA WECB and will not be returned. CMHA WECB will not assume any responsibility for costs incurred by the Bidder in the preparation of this RFP or any subsequent presentations. 1.10 Where applicable, all employees of the successful bidder must comply with the Occupational Health and Safety Act and Regulations of Ontario and must comply with CMHA WECB s security and safety rules and procedures while on CMHA WECB property. 1.11 Information pertaining to CMHA WECB obtained by the vendor as a result of participation in relation to this RFP and to any subsequent contract or purchase order is Strictly Confidential and shall not be disclosed by the vendor except as authorized in advance by CMHA WECB in writing. Breach of confidentiality may result in disqualification of the vendor. 1.12 All equipment proposed for on-site operations must be approved by the Canadian Standards Association and/or other such Canadian bodies having similar jurisdiction. All new equipment must be initially approved by CMHA WECB prior to arrival of said equipment due to power/space requirements. 1.13 Each specification or question in this RFP outlining a requirement should be responded to by the vendor with an indication of its ability to meet the requirement. The response should be in the form of Agreed or Non-Compliant. Vague and ambiguous words such as Noted or Understood are not acceptable and will be interpreted as Non-Compliant. 1.14 Proposals submitted must describe the necessary system and/or equipment and its associated hardware and services for the requirements described. While subcontracting of any phase of the proposal will be considered, overall co-ordination and ultimate responsibility must be assumed by the vendor submitting the proposal. 1.15 The vendor shall provide, with the response, a detailed Plan of Action that shall be taken to represent guaranteed performance parameters and will be utilized to compare expected performance of competing bids. 1.16 Bidders must be free from conflict of interest, whether real, potential or apparent, through business or personal relationship with CMHA WECB Governors, Officers or any individual connected with the request for proposal process. 6 P a g e
Section 2: SCOPE OF REQUEST FOR PROPOSAL The major components of the project (as identified by CMHA WECB) are detailed below. Vendors responding should be prepared to provide a solution to the specified areas, and if after review and questions add any additional components deemed necessary to successfully complete the project. Automated Attendant with integrated Voice Mail: An automated attendant (also auto attendant or auto-attendant) system allows callers to be automatically transferred to a user's extension without the intervention of a receptionist. A receptionist, who acts as the telephone operator, can be reached by pressing 0 on most systems. Dial by Name Directory: There is often a 'dial-by-name' directory to find a user on a system. The dial-by-name directory is usually set up as last name followed by first name. Once the user name is announced, the caller can ring the extension. The correct extension number can be announced prior to transfer for the caller s future reference. Do Not Disturb: A phone can be set to "do not disturb" to forward all calls directly to voicemail without ringing the extension. Express Messaging: Express messaging is used when a caller does not want to disturb the user, or is calling a guest mailbox without a phone, to immediately leave a message. Message-only information "mailboxes" for business hours, directions, job offerings, and answers to other frequently asked questions. These mailboxes may be forwarded to the receptionist after each message plays, or the user can return to the main menu. The ability to configure multiple extensions to a single voicemail box operators that may receive calls or people waiting in a queue for the ACD can be routed to a common voicemail box that can be checked by yet another operator that may not have an extension connected to the voicemail box. In-house (CMHA WECB) managed voicemail, extensions, passwords, phone programming, etc via a PC, GUI interface. Monitoring software to provide data on incoming call volume, response times, unlistened-to voicemail, and more. Flexible main greetings for holiday, inclement weather announcements, and emergency situations. Ability to manage a call tree for multiple languages (English and French). Check voicemail from an outside line. Change voicemail settings from an outside line (vacation greetings, illness greeting). 7 P a g e
Call-forwarding to external and internal destinations (including cell phones). Unified Messaging: Ability to selectively route incoming voicemail to Microsoft Exchange mailboxes. Voice Conferencing Technology: The ability to connect to multiple internal and external locations in a conference call structure. CMHA WECB uses Interalia (interalia.com ipromoh Model IPM1-60) for Music-Onhold. Proposed system needs to work with this system. Replace/retrofit current analog Polycom (2) units that use digital to analog converters. Ability to share a single phone between multiple staff Remote extension capability outside the local LAN (optional) CMHA WECB has a few accessory systems in place that integrate with the current phone system - overhead paging, emergency paging, emergency phones located around the building, etc. These accessory systems must be reviewed and evaluated for a smooth transition that meets our needs. Data Switch replacement and configuration to include Power over Ethernet (PoE) (for VOIP solution) Implementation of new system to be completed by May 31, 2015. The current NEC NEAX 2000 IPS system is more than 15 year old. There are approximately 125 phones currently installed at this location. The ability to give dial tone over the Internet to a remote office would be desirable, but not necessary. The proposal should include costs for replacing the handsets currently in use. New wiring for the system may also be appropriate, and the costs for standard drops (data and voice) should be included. Section 3: INFORMATION REQUESTED Bidders are requested to provide the following information: 3.1 A company profile and history (size, labor force, and locations). 3.2 A list of similar initiatives that the company currently manages. 3.3 List of key partners to be involved in the project, with background and profiles. 3.4 Indicate any affiliation with companies or products. 8 P a g e
3.5 References 3.6 Pricing, Hourly Rates and Other Fees Section 4: EVALUATION, CONTRACT AWARD AND CONDITIONS 4.1 Proponents will provide CMHA WECB with a written proposal addressing all the specifications and requirements as outlined in this entire RFP. CMHA WECB Proposal Evaluation Committee will manage the entire selection process. The Proposal Evaluation Committee will review the written proposals, identify proponents with whom it wishes to have further discussions, and then if necessary will interview the short-listed proponents. In doing so, CMHA WECB shall not be obliged to disclose or justify its review process or decisions nor to communicate to any proponent the reasons for not selecting or accepting any or all proposals. Evaluation criteria includes the following (criteria are not listed in any particular order): 9 P a g e a) Completeness of the proposal b) Value-added services, in-kind contributions, enhancements, and long term commitment c) Ability to meet implementation/delivery schedules d) Availability of technical assistance and response time e) Pricing, commitment, and terms f) Customer service commitment g) Vendor references Please note that the above listed criteria appear in no particular order. However, the Proposal Evaluation Committee will be closely examining item b above and how proponent s response to this item provides a benefit to staff and the general operations of CMHA WECB. 4.2 The preferred bidder shall be required to negotiate a contractual agreement. CMHA WECB may, at their sole discretion, terminate negotiations with any vendor and negotiate with another vendor of their choice with no liability on the part of CMHA WECB to any vendor. 4.3 The final agreement will be governed by the laws of the Province of Ontario and shall not be assigned by either party without the written consent of the other. 4.4 The service must conform to the specifications stated in the proposal. 4.5 Measurable service monitoring will commence upon full transition of the system. If the monitoring discloses any material fault, defect, or deficiency, the vendor shall correct such problems immediately and CMHA WECB will confirm their acceptance of the improvements. If the service levels fail to improve over a mutually agreed upon time frame, CMHA WECB may terminate the agreement without further liability to CMHA
WECB. If CMHA WECB gives the vendor additional opportunities to correct a deficiency this shall be without prejudice to CMHA WECB s right to cancel the contract without further liability. 4.6 The vendor agrees to defend, protect, indemnify and save harmless CMHA WECB, their directors, officers, employees and agents from and against any and all suits, damage claims, demands, charges and costs including but not limited to legal fees in relation to the vendor s provision of service to CMHA WECB. 4.7 The vendor shall, during the term of the contract, at no expense to CMHA WECB, provide, maintain and pay for Third Party Liability and Errors and Omissions Insurance with a minimum limit of $2,000,000 (Two Million Dollars) per occurrence that protects CMHA WECB against liability for actions of the vendor while the vendor or agents of the vendor are on CMHA WECB property or acting on behalf of CMHA WECB. Section 5: PRICING AND TERMS 5.1. Vendors will quote in Canadian currency, F.O.B. destination. With HST shown as a separate cost. Proposal must include the proposed cost broken down by major activity. Include hourly rates and number of hours for each individual that will work on the project 5.2 Any and all one-time costs or any other costs in addition to the basic prices quoted must be shown with explanation. 5.3 Vendor will quote a Trade In value for the current system 5.4 Hourly rate/daily rate for additional consulting/training services will be identified. 5.5 Payment terms will be negotiated based on the financial arrangements. 5.6. Vendor will provide a comprehensive Service Level Agreement (SLA) which clearly indicates the level and type of support to be provided and includes their proposed ongoing maintenance and support costs. 5.7 Vendor proposal should identify any hardware and software required to implement the system. The proposal should outline the costs for each of the following components and should also outline the warranty and/or support periods associated the Equipment. Equipment (Hardware and Software) Implementation Services Training Support Trade In Optional Items Other 10 P a g e
Section 6: KEY DATES In order to assist proponents in gaining a clearer understanding of the key dates associated with this process, the following timetable is offered: April 2, 2015 Request for proposal advertised on CMHA WECB web site (windsoressex.cmha.ca/rfp) and The Windsor Star. April 9, 10, 2015 Accommodation of site tours (Vendor Questions Due). Please contact - Mohammad Habib 519-255-9940 ext 248 mhabib@cmha-wecb.on.ca to arrange a site tour. April 15, 2015 at 3:00 p.m. EST Request for proposal submission closing date and time. (Note: there will NOT be a public opening of the responses to this document). April 20, 21, 2015 Presentations and interview starting date as required by CMHA WECB. April 24, 2015 Decision and communication regarding successful proponent. May 4, 2015 Contract commencement. Section 8: CHECKLIST Please make sure you have included the following; 1. Responses to all questions and specifications in all sections. 2. Information requested in Section Three. 3. Action Plan and Critical Path. 4. Proponent Pricing Summary. 5. Provide three (3) copies of proposal. 11 P a g e