OED RFQ ED-147-13
REQUEST FOR QUOTES (INFORMAL) #ED-1047-13 FOR THE OREGON EMPLOYMENT DEPARTMENT DATE OF ISSUE: July 29, 2013 CLOSING DATE AND TIME: August 5, 10:00 A.M. PST The STATE OF OREGON EMPLOYMENT DEPARTMENT (OED) is seeking quotes for technical support and professional consulting services by Certified Cisco Engineers and Developers to assist the UI Call Centers. The initial term of this contract shall be for 1 year, with the option to renew annually for up to 3 years. SINGLE POINT OF CONTACT Winona Butler, Contracts Officer 875 Union Street NE, Room 308 Salem OR 97311 PH: 503.947.1949 FAX: 503.947.1502
[email protected]
Schedule of Events RFQ release: July 29, 2013 Request for Clarifications due: August 2, 10:00 A.M. PST Quotes due: August 5, 10:00 A.M. PST OED at its sole discretion may revise these dates Cisco Background: In 2009, the Oregon Employment Department (OED) contracted with Verizon to migrate the Unemployment Insurance (UI) call center environment from a Nortel based Call Center infrastructure to the Cisco Call Center solution. Verizon implemented the Cisco system by replacing the managed Nortel based Call Center solution, IVRs, and Call Control components with a single Cisco Unified Call Center Enterprise (UCCE) system. The highly complex UCCE system is comprised of multiple individual systems such as: the Customer Voice Portal (CVP), Interactive Call Manager (ICM), Unified Call Manager (UCM), Unity Connection, and Cisco Emergency Responder (CER). All mentioned systems are interconnected with a vast selection of voice gateways, VXML gateways, POE switches and VoIP phones that work together to provide OED with one unified
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OED RFQ ED-147-13 system. This unified system provides the seamless and uniform capability to handle UI claims across all three call center sites while providing a high level of failover/fault tolerance with the A side and B side construction. The UI Call Centers are located: Metro/Portland 4560 SE International Way Milwaukie, OR 97222 Bend 1007 SW Emkay Drive Bend, OR 97702 Eugene 250 Country Club Road Eugene, OR 97401. Main/ Central Office 875 Union St. NE Salem, OR 97311 Solicitation Specifications/Statement of Work: Exhibit A – Statement of Work and Pricing Page (Page 5) Exhibit B – Independent Contractor Certification (Page 7) Exhibit C – DRAFT Services Contract (Page 9) Quote Preparation Submissions in response to this solicitation must contain the quote and all required supporting documents, agreements and information in one package. Quotes may be submitted electronically via ORPIN, in person, by mail or fax to the Sole Point of Contact listed on page 1 (Title Page). Interested offerors submitting quotes shall ensure proper identification and handling of response document. Responses must be clearly marked as follows: RFQ Number: #ED-1047-13 Closing Date: August 5, 2013 Closing Time: 10:00 AM PST Oregon Employment Department Contracts & Procurement Section, Room 308 Winona Butler 875 Union Street NE Salem OR 97311 Requests for clarification must be received in email or fax to the Sole Point of Contact listed on page 1. Verbal clarification requests will not be considered.
Mandatory Quote Requirements
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OED RFQ ED-147-13 Vendor must provide the following documents in the numeric order 1-5: 1. Cover Letter introducing Vendor’s business and length of time working with the CISCO systems. 2. Summary of Services: provide a clear description of the remote and onsite support services that will be included in the block of hours. 3. Provide Keypersons’ Resumes including Cisco Certifications and Relevant Experience. 4. Provide three references relating to CISCO UI Call Center services. 5. Hourly Price, on separate document. Travel expenses are negotiable. Note: Please see Bid Evaluation Score sheet for more scoring information Supply in the proper spaces all information required. The price of each item(s) shall be clearly shown in the space provided. Method of Award: Award shall be made by line items, groups or “all-or-none”, as in the Agency’s best interest. OED reserves the right to withdraw any item(s) from award consideration if it’s in the best interest of the Agency to do so. General Information A. Oregon Procurement Information Network (ORPIN) RFQs, Addenda and Attachments: RFQ documents, including all Addenda and most Attachments, are posted on ORPIN. Offerors without access to ORPIN may download copies at the State Procurement Office, 1225 Ferry St. SE – U140, Salem, Oregon. Any changes or modifications to the specifications or procurement process will be in the form of addenda to the RFQ. Any Addendum will be posted at the same location as the original RFQ. B. Offeror’s Modification or Withdrawal of Quote: Before the date designated for receipt of quotes, any Offeror may modify or withdraw their submitted quote. To modify or withdraw a quote, the Offeror must submit written notice to the Single Point of Contact. Such notice must be signed by the Offeror and delivered on or before the date and time set for receipt of quote. C. Costs of Quotes: The OED will not reimburse recipients of this RFQ for any costs, including travel and personal expenses, involved in the preparation of a quote, or prior to entering into a contract, complying with its requirements, specifications, terms, and conditions. By submitting a quote, each Offeror agrees to waive any claim against the State of Oregon Employment Department, or their employees and agents, for the recovery of any costs or expenses incurred in preparing and submitting their quote. D. Quote Information: The OED reserves the right, at its sole discretion to: 1. Amend or cancel this RFQ without liability if it is in the best interest of OED to do so; 2. Reject any and all quotes received by reason of this request upon finding that it is in the best interest of OED to do so;
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OED RFQ ED-147-13 3. Waive any minor irregularity, informality, or non-conformance with the provisions or procedures of this RFQ, and to seek clarification of each quote, if necessary; 4. Reject any quote that fails to substantially comply with all prescribed RFQ procedures and requirements; 5. Negotiate a statement of work described in this RFQ and to negotiate separately in any manner necessary to serve the best interest of OED; 6. Amend any contract that is a result of this RFQ; 7. Engage by selection or procurement independent of this RFQ process and/or any contracts/ agreements under it; 8. To extend any contracts that result from this RFQ without an additional solicitation process for additional periods (Page 1). E. Residency Information: ORS 279A.120 states “In determining the Best Value responsible bidder, a public contracting agency shall, for the purpose of awarding the contract, add a percent increase on the bid/proposal of a nonresident bidder equal to the percent, if any, of the preference given to that bidder in the state in which the bidder resides.” “Resident bidder” means a bidder that has paid unemployment taxes or income taxes in the State of Oregon during the 12 calendar months immediately preceding submission of the bid/proposal, has a business address in this state and has stated in the bid/proposal whether the bidder is a “resident bidder”. (ORS 279A.120(1)(b) “Non-resident bidder” means a bidder who is not a “resident bidder” as defined above. (ORS 279A.120(1)(a). When contract is awarded Non-resident bidder needs to be registered to do business in the State of Oregon prior to start of work. F. Contract Document: The successful offeror will be required to sign a State of Oregon, Services Contract (Exhibit C) Public Information: All quotes are public information after the quotes have been opened. However, copies of quotes will not be provided until the evaluation process has been completely closed and an Apparent Successful Offeror has been selected. Copies of public information may be requested by any person. Offerors shall label the information and documentation qualifying as trade secrets under ORS 192.501(2) that it wishes to protect from disclosure to third parties with the following: "This data constitutes a trade secret under ORS 192.501(2) and is not to be disclosed except as required by law." Agency will take reasonable measures to hold in confidence all such labeled information and documentation. Provided, however, the State shall not be liable for release of any information when required by law or court order to do so, whether pursuant to Oregon Public Records Law or otherwise. Further, the State shall also be immune from liability for disclosure or release of information under the circumstances set out in ORS 646.473(3).
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OED RFQ ED-147-13
EXHIBIT A STATEMENT OF WORK The Vendor shall provide technical support and professional consulting services by Senior Cisco Center Engineer(s) and Developer(s) to assist the UI Call Centers with maintenance and enhancements of the Cisco Unified Communications Manager (CUCM), the Unified Contact Center (UCC), and Initial Claims and Continued Claims VXML applications. The Vendor must understand complex Call Center environments. OED wishes to contract with a one Vendor for time and materials services combined the IP Telephony (IPT) team and the IP Call Center (IPCC) team. The following support and services are required to fulfill the Agency needs: The Vendor must have the ability to dispatch maintenance and repair technicians twenty- four (24) hours a day, seven (7) days per week, including federal recognized holidays. The Vendor will provide services on a scheduled basis depending on the business need(s) to address break/fix scenarios and incorporated into a separate project plan. The plan will be reviewed by OED and Contact Center providing day-to-day support and will be incorporated into this service agreement. 1.1 General Call Center Items (IPT, ICM and CVP) 1.1.1 New project quotes with end to end project planning and management for IPT, ICM, and CVP systems for break fix, system enhancements, upgrades & changes. 1.1.2 Complete end to end understanding of currently deployed OED Call Center Cisco Solution such as Ingress Gateway to the Desktop Phone. 1.2 Cisco Customer Voice Portal (CVP) 1.2.1 Add/Move/Changes to existing CVP Scripts 1.2.2 Custom CVP Java Scripting 1.3 Cisco Intelligent Contact Management (ICM) 1.3 CVP & ICM covered by the same Professional Services Team Cisco IP Telephony (IPT) (Call Manager, CER, IOS devices & configurations, etc) 1.4 Access to Vendor with 5 years’ experience in the Call Manager 1.4.1 Access to Vendor’s technical group with experience in the Unity 1.4.2 Access to Vendor’s technical group with experience in the Ingress/Egress and VXML gateways
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OED RFQ ED-147-13
Section 2. Responsibilities Deliverables will be based on the Statement of Work requirements. 2.1 Vendor shall provide the following: 1. Provide a Single Point of Contact (SPOC) 2. Provide Keypersons proposed in the Proposal Requirements section. 3. Actively participate in in periodic progress and performance review meetings and mutually collaborate with OED SPOC to resolve issues and changes. 4. Provide relevant supporting documentation as requested by OED. 5. Provide timely deliverables required in complete Statement of Work. 6. Each individual request associated with the 200 hours allocated to this SOW shall be accepted and acted upon individually. 2.2 Employment Department Responsibilities: 1. Prior to services, Vendor will provide SPOC with needs to complete this service agreement including, all technical data, workstations, computer facilities, programs, files, documentation, test data, sample output, current and planned environment configurations, network topology schematics, system management or other information and resources, including access to Customer personnel with relevant information required by the Vendor for the performance of the Services. 2. Provide VPN access to required system resources. 3. Designate a project lead for project communications with the authority to act on Customer’s behalf for aspects of the project. 4. Provide relevant supporting documentation of system management and administrative documents. 5. Warrant that it owns all right, title, and interest in and to, or has the license for and the right to grant access to, any programs, systems, data, materials or other information furnished by Customer for the purpose of enabling the performance the Services. 6. Actively participate in periodic progress review meetings and mutually collaborate with the Vendor to resolve issues and changes to plan. 7. Communicate task items and level of importance to Vendor. 2.3 Amendments. This agreement is for a total of 200 hours that can be amendment for additional work, cost consideration and time through the Amendment process. If applicable, the initial work is recommended for the Key person(s) to be onsite for approximately 40 hours to gain knowledge of the existing system, review documentation, and discuss configurations with OED technical staff.
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OED RFQ ED-147-13
EXHIBIT B INDEPENDENT CONTRACTOR CERTIFICATION STATEMENT This form is to be reviewed by Contractor; Corporations other than professional corporations are not required to review this form. ORS 670.600 Independent Contractor; standards. As used in various provisions of ORS chapters 316, 656, 657 and 701, an individual or business entity that performs labor or services for remuneration's shall be considered to perform the labor or services as an Independent Contractor if the standards of this section are met: Contractor understands that: 1.
The individual or business entity providing the labor or services is free from direction and control over the means and manner of providing the labor or services, subject only to the right of Agency for whom the labor or services are provided to specify the desired results;
2.
The individual or business entity providing labor or services is responsible for obtaining all assumed business registrations or professional occupation licenses required by state law or local government ordinances for the individual or business entity to conduct the business;
3.
The individual or business entity providing labor or services furnishes the tools or equipment necessary for performance of the contracted labor or services;
4.
The individual or business entity providing labor or services has the authority to hire and fire employees to perform the labor or services;
5.
Payment for the labor or services is made upon completion of the performance of specific portions of the project or is made on the basis of an annual periodic retainer.
6.
The individual or business entity providing labor or service is registered under ORS chapter 701, if the individual or business entity provides labor or services for which such registration is required;
7.
Federal and state income tax returns in the name of the business or a business Schedule C or farm Schedule F as part of the personal income tax return were filed for the previous year if the individual or business entity performed labor or services as an independent contractor in the previous year; and
8.
The individual or business entity represents to the public that the labor or services are to be provided by an independently established business. Except when an individual or business entity files a Schedule F as part of the personal income tax returns and the individual or business entity performs farm labor or services that are reportable on Schedule C, an
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OED RFQ ED-147-13 individual or business entity is considered to be engaged in an independently established business when four or more of the following circumstances exist. Contractor must meet four (4) or more of the following: a. The labor or services are primarily carried out at a location that is separate from the residence of an individual who performs the labor or services, or are primarily carried out in a specific portion of the residence, which portion is set aside as the location of the business; b. Commercial advertising or business cards as is customary in operation of similar businesses are purchased for the business, or the individual or business entity has a trade association membership; c. Telephone listing and service are used for the business that is separate from the personal residence listing and service used by an individual who performs the labor or services; d. Labor or services are performed only pursuant to written contracts; e. Labor or services are performed for two or more different persons within a period of one year; or f. The individual or business entity assumes financial responsibility for defective workmanship or for service not provided as evidenced by the ownership of performance bonds, warranties, errors and omission insurance or liability insurance relating to the labor or services to be performed. 9.
Pursuant to OAR 125-246-0330(2), the contract shall provide that the Contractor is responsible for federal Social Security, except those categories excluded by law, and for any federal or state taxes applicable to the contract payment. Independent Contractor certifies by signing this Contract that he/she meets the above standards and agrees to perform the labor or services required by this contract as an Independent Contractor.
Contractor (print Contractor’s name):_______________________________________________ Authorized Signature: _______________________________________ By (print name):____________________________________________ Date: ___________________________
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OED RFQ ED-147-13
EXHIBIT C. CONTRACT
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