Commonwealth of Massachusetts Executive Office for Health and Human Services Information Technology
Request for Quotes
for
Network Services Data and Voice over Internet Protocol (VOIP)
Issued under the rules and regulations of Statewide Contract ITT46 for Network Services
April 9, 2013
Document Number: 13MEEHSNETWORKSERVICESRFQ
THIS RFQ AND ALL RESPONSES HERETO INCLUDING THE WINNING BID SHALL BECOME PUBLIC RECORD AS OF THE DATE THE CONTRACT REFERENCED HEREIN IS AWARDED, AND CAN BE OBTAINED FROM THE EXECUTIVE OFFICE OF HEALTH AND HUMAN SERVICES, BY SENDING AN EMAIL TO JON SEIFF AT
[email protected]. ANY PORTIONS OF A RESPONSE THAT ARE LABELED AS CONFIDENTIAL WILL STILL BE CONSIDERED PUBLIC RECORD.
General Procurement Information Purchasing Department:
Executive Office of Health and Human Services
Address:
Executive Office of Health and Human Services One Ashburton Place, 11th floor Boston, MA 02108
Procurement Contact:
Lou DeLena, Procurement Coordinator
Telephone:
617-573-1686
E-Mail Address:
[email protected]
RFQ File Number and Title:
13MEEHSNETWORKSERVICESRFQ Request for Quotes for Network Services Data and Voice over Internet Protocol (VOIP)
This Request for Quotes (“RFQ”) does not commit the Commonwealth of Massachusetts (“Commonwealth”) or the Executive Office of Health and Human Services (“EOHHS”) to approve a Statement of Work (“SOW”), pay any costs incurred in the preparation of a Bidder’s response to this RFQ, or to procure or contract for products or services. EOHHS reserves the right to accept or reject any and all proposals received as a result of this RFQ and to contract for some, all, or none of the products and services as a result of this RFQ. EOHHS further reserves the right to negotiate with any or all qualified Bidders and to cancel in part or in its entirety this RFQ if it is in the best interest of EOHHS or the Commonwealth of Massachusetts to do so. EOHHS reserves the right to amend this RFQ at any time prior to the date the responses are due. Any such amendment will be posted to the Commonwealth’s procurement website, CommPASS. Bidders are advised to check this site regularly, as this will be the sole method used for notification of changes. Note: Pricing and Configuration “Tables” referenced in this RFQ are provided as a separate document MS Excel document which is with the RFQ on Comm-Pass and are a required as part of each Bidders response. This RFQ is restricted to vendors on the statewide hardware contract ITT46.
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I. Description and Purpose of Procurement A. Background EOHHS and its agencies (collectively, “EOHHS”) are responsible for meeting the needs of constituents across the Commonwealth through the management of programs and services and through support of policies, legislation and regulations that insure those constituents’ health and safety.
The EOHHS Information Technology Department (“EOHHS IT”) is responsible for the provision of infrastructure services, development of IT policy, and implementation and oversight of all information technology investments, applications, and services for EOHHS. In 2008 the Commonwealth awarded a contract for RFR 5-15, IP Telephony Application Services (“Existing VOIP Contract”) to Verizon. The Existing VOIP Contract included procurement, installation, and on-going (“Day 2”) service management support for the Commonwealth’s Voice over Internet Protocol (“VOIP”) network utilizing Cisco Unified Communications Manager Version 6.1 (“VOIP Call Manager”) and related voice services as detailed in Appendix 3: List of Existing VOIP Related Services of this RFQ and a MultiProtocol Label Switching (“MPLS”) data network on which voice and data service is provided. In March, 2010, Cisco published for its consumers an “end of life” notice for VOIP Call Manager. In this notice, Cisco stated that it would discontinue all service and support for the application software on September 30, 2013.1 Cisco also stated in this notice that it would discontinue all service and support for hardware on September 30, 2015.2 As EOHHS wishes to retain the bulk of its current VOIP environment provided under the Existing VOIP Contract, it will be undertaking upgrades of the VOIP Call Manager to Cisco Unified Communications Software Subscription 8.6.2 (“UCSS”) and any other required upgrades as needed to ensure continued full functionality. EOHHS will solicit quotes from vendors on the ITT 46 “approved vendor” list to upgrade and replace its existing VOIP Call Manager, depicted on Appendix 1: Network Diagram/Existing Environment. Only bids from approved vendors under the statewide ITT46 Master Service Agreement (“ITT46”) who are both in good standing with the Commonwealth and approved Cisco providers/partners (“Bidders”) will be accepted for consideration under this RFQ. For rules and regulations concerning subcontracting, it is suggested that Bidders and subcontractors refer to ITT46, initially awarded on 09/19/2012 by the Operational Services Division (“OSD”) of the Executive Office of Administration and Finance.
1
See “End-of-Sale and End-of-Life Announcement for the Cisco Unified Communications Manager Version 6.1,” available at http://www.cisco.com/en/US/prod/voicesw/ps6788/vcallcon/ps556/end_of_life_notice_c51-589088.pdf. 2 Id.
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Each Bidder should work with OSD to confirm that its price tables under ITT 46 (including without limitation in its market basket under ITT46) are updated to reflect the pricing and services offered by such Bidder under this RFQ. EOHHS will procure services using Cisco’s HCS (multi-customer Hosted Collaborative Solution) platform. B. Description of Requirements EOHHS will procure a replacement for its existing five Cisco VOIP Call Manager clusters illustrated on Appendix 1: Network Diagram/Existing Environment: Ashburton Pl, MITC Chelsea, 250/600, Hospital West, and Hospital East. The replacement VOIP system must include the following technical specifications and parameters and the successful bid will meet the minimal project management and scope requirements. Technical Specifications: 1. The new service must use Cisco’s HCS Call Manager platform (version 8.6.2). EOHHS will retain all VOIP-related services, functions, and features it currently uses, as detailed in the Verizon-Provided and Commonwealth-Managed Elements on Appendix 3: List of Existing VOIP Related Services 2. The successful Bidder will design and implement business continuity services for thirteen (13) critical locations, outlined on Appendix 2: List of 24 x7 sites for Business Continuity Design, which will ensure continued operations of voice services within the site in case there is a wide area network (“WAN”) failure. This will use premises-based Cisco Unified Computing System (“UCS”) VmWare based Cicso Unified Communications Manager (“CUCM”). 3. The successful Bidder agrees to support and integrate all other existing premises-based voice related components and ancillary devices including, but not limited to phones, fax machines, switches, routers, etc. upgrading where and as needed to remain fully functional and software version compliant 4. The successful Bidder will identify any and all optional services they recommend to enhance or improve the VOIP environment beyond the required those services detailed to maintain current functionality. These optional services will be detailed and priced on Attachment A, Table 2 – Optional Upgrades and Services. Project Planning: 5. The successful Bidder will manage all aspects of the project and implementation. 6. The successful Bidder’s response will include a comprehensive project plan which includes, but is not limited to, a detailed design, initial resource plan (including Bidder’s proposed requirements from the Commonwealth), initial implementation plan, initial test and quality plans, recommended communication plan, and detailed Day 2 support plan. All Bidders will complete Attachment A, Table 4 – Upgrade Requirement and Upgrade Summary indicating their assessment and recommendations of these critical features, functions and services.
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7. The successful Bidder’s response will address all proposed hardware, software, professional service, maintenance, and any other efforts required to ensure the VOIP environment is fully functional following the migration effort from the current VOIP Call Manager to the UCSS system. 8. If the successful Bidder requires the support or partnership of any other entity beyond the Commonwealth, the Bidder is fully responsible for the expense and management of those resources unless otherwise identified at the submission of the Bidder’s response. Procurement and Budget: 9. The successful Bidder will support EOHHS in its efforts to meet all contractual obligations of the Existing VOIP Contract. 10. The successful Bidder’s quote will address the costs of all proposed hardware, software, professional service, maintenance and support, and any incidental costs required to insure the VOIP environment is fully functional following the migration effort from the current VOIP Call Manager to UCSS. 11. The successful Bidder must provide all products and services required to complete all phases of the project. The Bidder will provide the detailed pricing for the hardware, software and professional services required to complete the full integration specified in Attachment A, Table 1- Required Upgrades and Services. Implementation and Post Implementation Support: 12. The successful Bidder will fully migrate data stored in the current system to the UCSS platform and fully integrate the UCSS platform with all other existing components/elements of the existing EOHHS VOIP environment on Appendix 1: Network Diagram/Existing Environment. 13. While the maintenance and support of the non-UCSS elements, components and services will continue to be managed by Verizon, under the Existing VOIP Contract, the successful Bidder agrees manage and coordinate support of UCCS with Verizon to insure a smooth and stable Day 2 support model. 14. The successful Bidder agrees to provide ongoing maintenance and support for the UCSS system. Bidder must agree that its rates include all costs associated with maintenance and support for the term of the contract entered under this RFQ. Bidder will hold such maintenance and support rates fixed (no price increases) for such term.
II. Additional Requirements A. Bidder Qualifications The Bidder selected for this engagement shall have or demonstrate: 1. That Bidder is a Cisco partner or have Cisco certification and be authorized by Cisco to provide Cisco cloud based VOIP service in the 15,000 to 25,000 line size market; 2. A recent track record of successfully completing multiple projects with scope similar to that described herein to the satisfaction of their clients; RFQ for Network Services Data and VOIP
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3. A high level of customer satisfaction supported by industry standard performance metrics; 4. A recent track record of successfully partnering with other vendors to complete complex projects and integrated designs; 5. Experience in: a. Strategic planning for large government agency transformation projects based upon defining strategic objectives; b. Effectively facilitating and administrating analysis and design workshops with senior and executive staffs; c. Data element analysis across multiple legacy platforms and producing recommendations for integrating and streaming solutions; d. Business process mappings across multiple legacy platforms and recommending integrated business process re-engineering strategies; e. Conducting “As-Is” and “To-Be” analyses; and recommending further actions in transitioning; and f. Effective and proven project management practices; 6. A working knowledge and use of a tool to support project management and delivery of artifacts; and 7. Experience in and knowledge of supporting project implementations and communications for a project of similar size and scope as this RFQ. In addition, Bidder must fill out the Qualification Statement at Attachment C and include that completed form as part of their response. B. Staff Qualifications & Key Personnel The Bidders will detail the skills and industry certifications of intended to participate in the planning, implementation and on-going support of the products and services provided under this contract and integrated with this platform, in the following manner: 1. The Bidder will provide the name, skills, education/training, certification and overall abilities of the lead Project Manager, Technical Lead and Contract Manager who will be assigned to this project for the life of the project; 2. Industry standard, Project Management certification is required for the lead Project Manager; 3. The lead Project Manager will have extensive experience and a history of successfully managing projects of like size, technology and complexity; 4. The lead Project Manager will have effective written and verbal communication skills; 5. The technical resources involved in this project will have appropriate, product relevant technical certifications for all products and services utilized in this implementation;
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6. The Bidder will also list and detail the skills and responsibilities of other generic resources required to complete this project; 7. Where needed, the Bidder will detail the use of any non-Bidder employed resources, contractors or business partners; and 8. Familiarity with the Commonwealth and its privacy policy protection requirements and or a willingness to participate in privacy training as required by EHS or its agencies is required. C. Programmatic Activities The Commonwealth adheres to an industry standard five (5) phase Project Management approach and methodology. The phases include “Project Initiation”, “Project Planning”, “Project Execution”, “Project Monitoring and Control”, and “Project Closure.” The Bidder will submit, with their response to this RFQ, an initial explanation of their Project Management methodology, tools and management approach that conforms to the five phase approach. That response will include, at a minimum, the following deliverables: 1. A Project Plan and Timeline which outlines the activities, tasks, dependencies, and timeframes from initiation to closure. 2. A Resource Plan which details the resources, skill set, time demands, equipment and/or materials required of all resources including Commonwealth resources associated with this project. 3. A Financial Plan which identifies the payment schedule and any potential cost estimates not covered by this contract but required to complete this project. 4. A Quality Plan which details all testing, quality assurance approaches and control measures. 5. A Procurement Plan identifying all products to be sourced from external suppliers, timeline to secure and storage and delivery plans if needed as part of this engagement or in addition to this engagement. It is the Commonwealth’s expectation that the successful Bidder will procure all required hardware, software and services needed to complete this project. If there is a responsibility that will be assigned to the Commonwealth, the Bidder should identify in their response. 6. A Risk Plan which identifies the potential risks and the approach used to monitor and mitigate those risks. 7. A Communications Plan detailing all required meetings, communications, project status reporting for the life of the project. 8. An Acceptance Plan which details the agreement that allows the project to moving from implementation to closure and from project initiation to completed service state. The Bidder will also explain their approach to negotiating, developing, and delivering the preceding deliverables over the course of the project. Upon award, fully detailed plans will be required to be submitted for inclusion with the detailed Scope of Work.
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III.
Order of Precedence
The contract resulting from this RFQ shall consist of the following documents in the following order of precedence: (1) the Commonwealth’s Terms and Conditions; (2) the Commonwealth’s Standard Form Contract; (3) the Commonwealth’s RFR ITT46; (4) the Bidder’s response thereto; (5) this Request for Quotes 13MEEHSNETWORKSERVICESRFQ; (6) the Bidder’s response hereto; inclusive of all attachments and modifications, as amended by and any subsequent negotiations between the parties, including without limitation any Statement of Work or other agreement negotiated by the parties.
IV.
Procurement Calendar
All times in this RFQ are Eastern Standard Time.
Procurement Calendar CALENDAR EVENT
DATE
TIME
RFQ Posting and Release Deadline for Bidder submission of written questions A EOHHS written responses to questions posted (estimated) RFQ Responses Due
April 9, 2013 April 17, 2013
2:00 PM
April 23, 2013
2:00 PM
May 7, 2013
2:00 PM
Bidders will have the opportunity to submit questions about the RFQ. Written questions regarding the RFQ must be emailed to
[email protected] no later than the date and time indicated in the above Procurement Calendar and the subject line of the e-mail should read RFQ 13MEEHSNETWORKSERVICESRFQ. No acknowledgment of receipt shall be given. EOHHS will review all questions and, at its discretion, prepare written responses to those it determines to be of general interest and relevant to the preparation of a response to the RFQ. These responses will be posted on the state’s Comm-PASS website.
V. Submission Requirements Interested Bidders complete responses must be submitted by the date listed in the Procurement Calendar no later than 2:00 pm (Eastern time). Each Bidder’s response shall consist of one hard copy labeled “Original” and three additional hard copies, with original signatures (blue ink), and one CD copy of the entire response. Responses are to be in MS Word format and worksheets of the MS Excel workbook. The Bidder will include all required Tables from the Microsoft Excel Workbook and printed copies from the Microsoft Excel Workbook in addition to the RFQ Microsoft Word document. The Bidder will provide the required Tables as multiple worksheets in a single Microsoft Excel Workbook.
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Hardcopy responses are to be sent in two separate sealed envelopes (both can be contained within one sealed package). One envelope must contain the RFQ Business and technical Response; the other must contain the RFQ Cost Response. Both packages must include the RFQ number. One that is clearly marked with the RFQ reference number RFQ# Business & Technical Response The other that is clearly marked RFQ# Cost Response For the CD submission of the response, Microsoft Word 2003 and Microsoft Excel Workbook 2003 are the preferred file formats. The CDs must be labeled with the file names. All bid submissions should be mailed to the following address: Lou DeLena, Procurement Coordinator Executive Office of Health and Human Services One Ashburton Place, 11th floor Boston, MA 02108 All responses must be received by the Procurement Coordinator, no later than the RFQ Response Due Date and time indicated in the Procurement Calendar above or they will not be evaluated.
VI. Vendor Responses The Bidder shall include in its written narrative a detailed description of how it will address each of the lettered or bulleted requirements specified in Sections II and III. The narrative response shall: demonstrate the Bidder’s understanding of the needs of EOHHS relative to the tasks herein; describe how the Bidder’s product and services will meet each of the initiative’s requirements; provide a statement describing the approach the Bidder will take to meet the requirement’s needs; agree to the terms of this RFQ, agree to the SOW template terms detailed in the Statement of Work Template. Include a draft Statement of Work using the template. The Statement of Work Template should include, at a minimum, the vendor’s proposed description of: (a) Project Scope, including a description of the deliverable (see Section 1 of the template SOW, (b) responsibilities of the parties, (c) assumptions and (d) pricing; and agree to provide each and every listed requirement or provide an alternative that the Bidder will agree to provide/perform. Bidders may combine/merge deliverables but must always provide an explanation /justification and identify the individual deliverables in their response to the numbered requirements.
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The Bidder’s response to each of the numbered items below must repeat the RFQ section number (e.g., 3.2.3.2). When bulleted lists follow a numbered requirement, each of the bullets should be addressed in the Bidder’s response to the numbered requirement; failure to address each of the bullets will likely result in a lower evaluation. While suggested page limits are provided for general guidance, adherence to such limits will be appreciated. A sample of reports and other deliverables (redacted as appropriate) are encouraged and does not count against the suggested page limits. 1. A cover letter in which the Bidder states that they agree to the terms of this RFQ. 2. A copy of Attachment A, Table 1 which includes all service elements and relevant pricing to reflect Bidder’s needs. 3. A copy of Attachment A, Table 2 including relevant pricing. 4. A copy of Attachment C including answers for all questions. 5. A copy of any relevant warranty, maintenance agreement, technical support description, software license and software maintenance agreement. 6. The timeframe for delivery of the product(s) once a Purchase Order is issued. Unless otherwise agreed upon by EOHHS and the successful Bidder, all product(s) must be delivered by June 30th of the current Fiscal Year. 7. A valid quote based on items 2 and 3 above that can be used to issue a purchase order. 8. The address and contact information for the person to whom the quote can be sent. 9. A completed Supplier Diversity Program (SDP) Plan form, to be submitted with the hard copy response only. This form is available under the “Forms and Terms” tab for this procurement. Please note that this commitment is in addition to any prior commitments made by the Bidder to be included on the qualified vendor list of Statewide Contract ITT46.
VII. Miscellaneous By submitting a proposal in response to this RFQ, Bidders agree to the following terms: 1. The Commonwealth will not pay for any costs other than those set forth in the Bidder’s response to this RFQ. 2. All bids submitted in response to this RFQ must be valid for a minimum of ninety (90) calendar days. 3. Extraneous marketing or promotional materials are discouraged and such information will not be factored into the evaluation of vendors. 4. EOHHS will not pay any charges not set forth in the response.
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VIII. Review Rights Responses to this RFQ may be reviewed and evaluated by any person(s) at the discretion of EOHHS including non-allied and independent consultants retained by EOHHS now or in the future, for the sole purpose of obtaining an analysis of responses. Any and all respondents may be asked to further explain or clarify in writing areas of their response during the review process. EOHHS retains the right to request further information from respondents.
IX.
Evaluation Criteria
The responses to this RFQ will be evaluated based on the criteria listed below. The criteria are listed in descending order of importance with the most important criteria listed first. The procurement management team reserves the right to remove from further consideration nonresponsive bids and those that include attempts by the Bidder to alter the Commonwealth’s standard legal terms. 1. Adherence to RFQ requirements and completeness of response 2. Price 3. Time for delivery 4. Successful completion of like projects with similar size and complexity
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Appendix 1: Network Diagram/Existing Environment
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Appendix 2: List of 24 x7 sites (for Business Continuity Design) TO BE DESIGNED - 13 REDUNDANT SITES REQUIRING PREMISES BASED EQUIPMENT IN CONTEXT OF CLOUD SOLUTION St. Name City DDS 450 Maple St. Danvers Danvers DDS 200 Trapelo Rd. Waltham Waltham DDS 131 Emerald St. Wrentham Wrentham DMH 85 East Newton Boston DMH 60 Hodges Ave. Taunton DMH 309 Belmont St. Worcester DPH 170 Morton St Boston DPH 3 Randolph St. Canton DPH 365 East St. Tewksbury DPH 91 East Mountain Rd. Westfield SOLDIERS HOME CHELSEA 91 Crest Av Chelsea SOLDIERS HOME HOLYOKE 110 Cherry St. Holyoke Holyoke EHS 600 Washington Boston
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Appendix 3: List of Existing VOIP Related Services
Elements of EOHHS VoIP Network Cisco Unified Communication Manager (CUCM) - RFQ to be Upgraded to 8.6.2 (supported by Cisco’s multi-customer HCS platform)
Cisco Unified Communication Manager (CUCM)
Currently version 6.1. Currently (5) Clusters-see diagram. Need to upgrade to 8.6.2. Move to cloud based service. Require (13) locations have premises based Cisco UCS Vmware based CUCM Subscribers in case of WAN failure
Provides Enterprise wide call processing
Verizon-Provided Elements , Managed Service support by Verizon Version 8.5; approximately 20,000 users. Under Verizon Managed Services
Cisco Unity Connection
Provides Automated Attendant/Voice mail Cisco Unified Contact Center Enterprise (UCCE)
Cisco Emergency Responder (CER)
Cisco Meeting Place
Security/firewalls Cisco Attendant Consoles Router (170); with SRST LAN Switches (919) VG224 Analog Gateways (163)
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Will be upgraded to version 9.X with new UCS servers. 400 Agents across approx (20) HHS locations. 200 IPIVR ports Provides Call Center
Will be upgraded to version 8.6 new UCS servers. Covers all CUCM users in network. Under Verizon Managed Services. Provides 911 calling notification (120 audio ports). Will be upgraded to integrate with CUCM version 8.6.2 Provides Audio Conferencing 18 ASA firewalls in 14 HHS locations. Under Verizon Managed Services. (300 exist today); Will need to be replaced with server/licensed Cisco product. Discovery required to determine final quantity needed Under Verizon Managed Services Under Verizon Managed Services Supports analog device connection
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Elements of EOHHS VoIP Network IP Telephones (19,500); 17,160 IP Firmware upgrade to be completed telephones, 2,340 Analog telephones Provides End Point User Access to Voice and Data Services Nuance Speech Attendant Software upgrade to be completed MRC speech enabled Auto Attd/Directory Veramark VeraSMART
Supported with CUCM version 8.6.2 Invoice management/Call detail reporting
Informacast/Berbee Software upgrade to be completed Paging thru telephone speakers at multiple locations Platform upgrade/redesign in process: targeted for completion by June 30, 2013
DHCP
Provides Network Protocol Management
Commonwealth-Managed Elements, Continued Integration Support with VOIP Environment Required AD Forest/Domain controllers IP TTY Accessaphone Solar Winds Clarus
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CofM owned/managed CofM owned/managed CofM owned/managed CofM owned/managed CofM owned/managed
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ATTACHMENT A Cost Table Requirements
[Bidders must download the Cost Table Attachment A which is posted under the “Specifications” tab along with this RFQ on, Comm-PASS ]
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ATTACHMENT B
STATEMENT OF WORK BY AND BETWEEN THE INFORMATION TECHNOLOGY DIVISION AND [VENDOR NAME] FOR THE NETWORK SERVICES DATA AND VOICE OVER INTERNET PROTOCOL (VOIP)
[Bidders must download the form Statement of Work attachment, which is posted under the “Specifications” tab along with this RFQ on, Comm-PASS]
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ATTACHMENT C Qualification Statement
[Bidders must download the Qualification Statement Attachment C which is posted under the “Specifications” tab along with this RFQ on, Comm-PASS ]
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