Telephony System Replacement
RFP
REQUEST FOR PROPOSAL (RFP) Proposal Title:
Telephony System Replacement
Proposal Number: 17847
Date Issued: Friday, June 27, 2014
Response Due Date: Friday, July 25, 2014
Time:
KUB Contact: Meghan Cianelli
Phone Number: (865) 558-2658
2:00PM EDT
E-mail address:
[email protected] The Knoxville Utilities Board will receive Proposals in an electronic format sent to the Procurement Department, as instructed below. All proposals are subject to the instructions, conditions, specifications, Addenda, and any other elements of this Request for Proposal, including those incorporated by reference.
This RFP is prepared in both Adobe PDF and Microsoft Excel file formats. Any alterations to this document made by the Proposer may be grounds for rejection of the Proposal, cancellation of any subsequent award, or any other legal remedies available to the Knoxville Utilities Board.
E-mail the Proposal response to:
[email protected] with the following in the subject line: •
RFP 17847 – Telephony System Replacement
•
by 2:00PM EDT time by the “RFP Close Date” referenced in Section 3.0.
•
Proposer will receive an auto response within a reasonable time frame; otherwise please followup with Meghan Cianelli and/or re-send your response.
Telephony System Replacement
RFP
Table of Contents
1.0
STATEMENT OF INTENT .................................................................................................................... 3
2.0
PRIMARY OBJECTIVES....................................................................................................................... 3
3.0
RFP TENTATIVE TIMELINE ................................................................................................................ 3
4.0
PROPOSER INSTRUCTIONS ................................................................................................................ 4 4.1 COMMUNICATION WITH KUB ................................................................................................. 4 4.2 QUESTIONS AND ANSWERS PROCESS .................................................................................... 4 4.3 GENERAL INSTRUCTIONS ....................................................................................................... 4 4.4 PROPOSAL CONTENT AND ORGANIZATION .......................................................................... 4
5.0
PROPOSAL EVALUATION .................................................................................................................. 7 5.1 EVALUATION PROCESS ........................................................................................................... 7 5.2 EVALUATION CRITERIA .......................................................................................................... 8
6.0
SOLUTION SPECIFICATIONS AND REQUIREMENTS ........................................................................ 9 6.1 HIGH LEVEL OVERVIEW OF SITE AND/OR BUILDING (CURRENT SYSTEM) ....................... 9 6.2 CURRENT SSYTEM INVENTORY TABLE ............................................................................... 10 6.3 CURRENT STATE AND FUTURE STATE REQUIREMENTS ................................................... 11 6.4 IMPLEMENTATION PLAN ....................................................................................................... 14
7.0
INSTRUCTIONS, TERMS, AND CONDITIONS................................................................................... 15 7.1 INSTRUCTIONS ....................................................................................................................... 15 7.2 TERMS AND CONDITIONS...................................................................................................... 16
KUB
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Telephony System Replacement
1.0 STATEMENT OF INTENT The Knoxville Utilities Board (KUB) is a governmental agency existing under the laws of the State of Tennessee and an independent agency of the City of Knoxville. KUB provides electricity, gas, water, and wastewater services to approximately 430,000 customers in Knoxville and parts of seven surrounding counties. KUB seeks proposals from interested firms and companies to provide a proposal for a phone system solution and professional services to implement a phone system solution across fifteen locations and/or buildings. All of the sites are located in Knox County (Tennessee). There is currently a hybrid of digital, analog and VOIP handsets across all of the sites. KUB is expecting to replace approximately 1600 handsets across the organization. At the main facility, KUB has a call center (approximately 50 seats) which receives approximately 80,000 calls per month. KUB is looking to standardize on a Voice over Internet Protocol (VOIP) solution. Along with this implementation, KUB is looking to replace voicemail and call center applications. In parallel to this project, KUB is currently scheduled to migrate to a hosted IVR solution in late 2014.
2.0 PRIMARY OBJECTIVES KUB anticipates that the phone system solution replacement will be a phased approach across all of the locations. KUB's primary objectives include, but are not limited to, the following:
Replace the current Nortel Network phone system, voicemail and call center applications New system will integrate with Audio Log, Nuance, Virtual Hold and Symon Boards Reduce support cost and facility space Standardization of telephony system to increase support staff efficiency Converge networks to reduce maintenance of multiple infrastructures Improve user experience and increase functionality for call center staff Improve experience for mobile users
3.0 RFP TENTATIVE TIMELINE Function
Estimated Time (Eastern Time)
Release Request for Proposals
Estimated Date Friday, June 27, 2014
Questions Cut-off Date
2PM EDT
Wednesday, July 9, 2014
Answers to Questions Posted
2PM EDT
Thursday, July 17, 2014
Proposal Due Date
2PM EDT
Friday, July 25, 2014
Short-List Selection Notification
2PM EDT
Friday, August 15, 2014
Proposer Interviews/Demonstrations Proposer Selection Announced
KUB
August 12 – August 29, 2014 Thursday, September 18, 2014
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4.0 PROPOSER INSTRUCTIONS Responses to this RFP must meet KUB’s requirements and specifications as outlined herein. Evaluation and final award of the contract will be contingent upon the responses in the submitted proposals and, for short-listed Proposers, performance during interviews/demonstrations. All materials submitted pursuant to this RFP shall become the property of KUB. To the extent permitted by law, all documents pertaining to the RFP shall be kept confidential until the evaluation is complete and a contract is awarded. No information about any proposals submitted, other than the names of the Proposers who submitted a proposal, shall be released to anyone until the process is complete, except to members of KUB’s evaluation and selection committees who are evaluating these proposals, other appropriate KUB staff, and, if necessary, KUB’s General Counsel. Solutions and approaches described in the proposal are not considered protected intellectual property unless documented in the proposal as a registered trademark or patented.
4.1
COMMUNICATION WITH KUB
In order to create a fair bidding environment for Proposers, all communication with KUB related to this RFP must be done through Meghan Cianelli at
[email protected] in KUB’s Procurement Department. Failure to comply may be grounds for rejection of the Proposer’s proposal.
4.2
QUESTIONS AND ANSWERS PROCESS
KUB follows competitive bidding for the selection process that is both fair and equitable for all participating Proposers. KUB will provide Proposers with sufficient information to prepare meaningful and thorough proposals. To address these objectives, KUB will use a formal question and answer process. Proposers must submit all questions in writing to the following e-mail address:
[email protected]. KUB will compile all questions and post the questions and the answers online at www.kub.org.
4.3
GENERAL INSTRUCTIONS
Proposers should read this RFP in its entirety, including the appendices, before preparing their proposals. Proposers should respond as detailed as necessary to the RFP.
4.4
Proposers are responsible for referring back periodically to this RFP posting online for KUB’s responses to Proposers’ questions and for any addenda to this RFP. All proposals must be submitted electronically to
[email protected]. Proposers must understand and accept all Instructions, Terms, and Conditions in Section 7.0. KUB has listed functionality questions in a Appendix A. Proposers shall answer the all questions and provide detailed information as directed within the spreadsheet. Proposers are encouraged to include comments wherever the Proposer believes this will help KUB understand the Proposer’s response. All customizations must include an explanation, and the Proposer must clarify if the customization would become a part of the core and supported proposed solution. Proposers shall complete the pricing template provided within Appendix B. All cost items are to be itemized as set up within the pricing template.
PROPOSAL CONTENT AND ORGANIZATION
Proposers are required to submit the following content in the order provided to KUB electronically at
[email protected]:
KUB
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Telephony System Replacement
1. 2. 3. 4. 5.
6. 7. 8. 9.
4.4.1
Cover Page Executive Summary Proposed Solution Completed Functionality Spreadsheet Project Management and Implementation a. Project Team Personnel b. Project Schedule Completed Pricing Spreadsheet Proposer’s Contact Information Form Client Reference Form Exceptions to Terms and Conditions Form
Cover Page
The cover page must provide the complete name of the Proposer’s organization, name of the contact who will be the primary contact for the entire RFP process, and contact’s telephone number. This must be the same individual named on the Proposer’s Contact Information Form.
4.4.2
Executive Summary
The executive summary must provide a high-level, brief summary of the most important aspects of the proposal, containing a concise description of the proposed solution and a summary of costs.
4.4.3
Proposed Solution
This section must provide KUB with a comprehensive explanation of the proposed solution to meet the requirements and objectives as described in this RFP. Proposers should include as much detail as necessary to enable KUB to differentiate between the different solutions and providers. Proposers should cover all of the following:
KUB
Describe the general system architecture and/or architecture options. Describe all software product(s) (i.e. call center applications) that compose the proposed solution. The database, operating system, development and administrative tools, and similar products including all associated component, licenses, or support components should also be described. If the desired solution intends to utilize existing KUB virtualization platforms and/or dedicated server hardware describe the required virtual server(s) and/or server hardware minimum and recommended requirements in detail. Refer to KUB’s IT standards found in Appendix C. Describe solution functionality. Proposers are encouraged to provide manufacture brochures and describe how their solution meets KUB’s requirements, objectives, and needs. If the desired solution requires certain type of network or cabling infrastructure, describe both the minimum and recommended solution requirements in detail. Describe other key attributes of the system that may be relevant and beneficial for KUB. Describe relevant recommendations that include tasks and activities not included in the Scope of Work. These recommendations must be clearly marked as recommendations. There will be space provided in the pricing template for you to itemize and price recommendations.
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4.4.4
Completed Functionality Worksheet
This section must include the completed functionality Worksheet in Appendix A. It contains the specific instructions required to complete it. The questions address KUB’s minimum requirements, preferred requirements, and functionality that KUB may consider in a solution. Proposers should follow those instructions and answer all questions. Proposers are encouraged to provide additional relevant information which will enable the evaluators to have an understanding of how functionality is accomplished. It must be fully understood that KUB considers the spreadsheet and the Proposer’s response to all questions to be the legally binding agreement of the capabilities of the proposed solution and service(s). To assure that misrepresentation of the Proposer’s solution does not occur, Proposers must seek clarification from KUB of any question that they do not understand.
4.4.5
Project Management and Implementation
The Proposer shall describe the project management approach and implementation methodology for the proposed solution. The Proposer should ensure that this section describes each of the following:
4.4.5.1
Describe how implementation of the project will be organized and managed. Include a description of the project management plan. Describe major milestones and deliverables. Pay items should be tangible deliverables. Identify which tasks will be performed onsite and which tasks will be perform remotely. Describe training approach, suggested classes, attendees per class and length of class for end users. Detailed training is expected on call center applications and system administration. Describe the implementation approach of the proposed solution and the activities involved. Identify any potential user impacts such as downtime or loss of phones and/or connectivity. Describe the approach to acceptance testing, consisting of the execution of test plans developed in previous tasks. Describe the post-implementation services through go-live and the stabilization phase.
Project Team Personnel
This section must describe the qualifications and experience of the specific staff members to be involved in the project. The Proposer should define any and all KUB resources needed to support the project, including project management, participation in testing, participation in training, and deliverable reviews with approximate time commitments. Include an estimate of KUB’s level of effort. KUB will provide the following resources as needed to assist in the implementation:
4.4.5.2
Workspace, including desktop personal computers, telephones, access to internal e-mail, and the Internet Accounts on the KUB network and permissions to access the KUB system remotely, if required by the delivery approach proposed Badges that will facilitate limited access to KUB's facility Resources to perform testing KUB functional and technical leads
Project Schedule
This section must provide an implementation schedule by major task showing tasks in the critical path. The project schedule shall specify payment milestones and be consistent with the specifications and requirements referred to in Section 6. The specific duration will be negotiated with the selected Proposer.
KUB
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4.4.6
Completed Pricing Spreadsheet
Proposers shall use the pricing template spreadsheet provided by KUB in the Appendix B. The pricing spreadsheet should take into consideration the following:
Prices quoted shall be itemized and all-inclusive, firm fixed prices with payments at milestones. Prices must include all costs including labor, shipping, licenses, fees, training, support, installation, travel expenses, overhead, profit, warranty, etc.
KUB will retain approximately 10 percent of the total contract value pending final acceptance of the solution plus 60 calendar days. A mutual agreement on expected resolution of issues will be documented. All issues must be addressed before final acceptance.
4.4.7
Miscellaneous Forms and Documents
The proposal must provide the completed miscellaneous forms and documents listed below in the order provided. KUB specific forms are provided in Appendix D. 1. Proposer’s Contact Information Form – Complete the form in its entirety. 2. Client Reference Form – Complete the form in its entirety. Provide references for clients for whom you provided a solution that most closely reflects your proposed solution for KUB. KUB prefers to have at least three (3) references. By providing this information, it is understood by the Proposer that KUB may contact these clients. 3. Exceptions to Terms and Conditions Form – If there are no exceptions, indicate ‘No Exceptions’ on the form and sign it. If any exceptions are taken to any of the Terms and Conditions, they must be noted on the form, and the form must be signed.
5.0 PROPOSAL EVALUATION KUB shall be the sole judge of the proposal(s) and the resulting negotiated agreement. KUB reserves the right to ask for additional information, as it deems necessary, to evaluate the ability of any Proposers to perform the work or service requested. KUB reserves the right to contract for all services, no services, or any portion of services proposed. KUB reserves the right to evaluate and accept any bid, which in KUB’s sole opinion, offers the most acceptable solution to KUB. KUB reserves the right to reject any or all proposals, and, in its sole discretion, KUB reserves the right to award a contract to either one or two Proposers if it is deemed to be in the best interest of KUB.
5.1
EVALUATION PROCESS
A multimember evaluation team will review all proposals and short-list the best responses for further consideration. If during the interview and/or demonstration, finalists cannot demonstrate or explain the functionality that they reported in the proposals; their overall score will be reduced.
KUB
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5.2
EVALUATION CRITERIA
The KUB evaluation team will evaluate Proposers’ responses using the following criteria: Evaluation Criteria
Solution Total Cost of Ownership and Price
Ability to Meet or Exceed Functionality Expectations
Company Experience, Staff Qualifications, and References
KUB
Criteria Description The total cost of ownership will be based on price of implementation services, software purchase and licensing, and annual maintenance/support fees for all system components and licenses.
The team will evaluate the proposed solution on its ability to meet or exceed required and preferred functionality. The following criteria will be used in the evaluation:
Results from the Functionality Worksheet (Appendix A) Ability to meet primary objectives in Section 2.0 Project plan
The team will evaluate the Proposers with regard to their similar experience deploying an IVR as a hosted solution. The staff proposed for this project will be evaluated based on similar prior experience. The results of client reference checks will also be considered by the team.
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6.0 SOLUTION SPECIFICATIONS AND REQUIREMENTS 6.1
HIGH LEVEL OVERVIEW OF SITE AND/OR BUILDING (CURRENT SYSTEM) T1 Channel Bank
T1 (two way)
1
2
4
T1/VOIP
3
5
7 #
6
8
9
*
0
TVA
The items below are all located and connected to Jackson Ave Voicemail AudioLog
The items below are all located and connected to HOC Voicemail IVR Call Center Applications Virtual Hold Nuance AudioLog Symon
MERIDIAN ISDN ON
Fiber and Copper
Fiber and Copper
HOC Opt 81C
Jackson Ave Opt 61C
LAN
RX
TX
READY
B1
B2
RING
TEST
MBW (CS1000M) T1
Meridian 1
The item below is located and connected to MBW Audio Log
Meridian 1
Meridian 1
MERIDIAN ISDN TX
RX
LAN
ON
B2
B1
READY
RING
VOIP
TEST
Concord (CS1000M)
Meridian 1
MERIDIAN ISDN ON
RX
TX
READY
B1
B2
RING
TEST
4th Creek (CS1000M)
VOIP
MERIDIAN
LAN
VOIP
ISDN ON
LAN
RX
TX
READY
B1
B2
RING
Western Payment Center (CS1000M)
TEST
OPX
LAN
RX
TX
READY
B1
B2
RING
TEST
Loves Creek (CS1000M) Connected via Fiber
Connected NW via Fiber Building
Connected via Fiber
Data Network Data Network
MERIDIAN
VOIP
ISDN ON
Connected via Fiber SD
SD
Meridian 1 Meridian 1
MERIDIAN
MERIDIAN
ISDN ON
E&O Building
LAN
RX
TX
READY
ISDN B1
B2
RING
TEST
Corporate Services (Fiber Remote)
ON
LAN
RX
TX
READY
B1
B2
RING
TEST
Kuwahee Opt 11C
LAN
RX
TX
READY
B1
B2
RING
TEST
East Branch Payment Center (CS1000M)
Miller Building Opt 11C
Procurement (Fiber Remote) CS1000E/CPM
Transportat ion Building
KUB
MERIDIAN ISDN ON
CS1000E/CPS
The item below is located and connected to Kuwahee Audio Log
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6.2
CURRENT SYSTEM INVENTORY TABLE Site
HOC
Item
Quantity
Notes
Voicemail Mailboxes
460
Includes Concord and Western Ave Payment Center
PRI Circuits
LFOC
Analog Stations
379
Digital Stations
479
VoIP
82
Fax Machines
45
Voicemail Mailboxes
195
PRI Circuits
Millers Building
Kuwahee
KUB
8
2
9 Hot Lines
Includes Kuwahee, Millers, MBW, and Loves Creek One T1 used for MBW
Analog Stations
129
Includes MBW and Loves Creek 3 Hot Lines
Digital Stations
72
Includes MBW 12 used for Voicemail
VoIP
27
Fax Machines
9
PRI Circuits
1
Analog Stations
81
Digital Stations
104
VoIP
3
Fax Machines
12
Analog Stations
27
Digital Stations
6
VoIP
2
Fax Machines
3
7 Hot Line
1 Hot Line
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6.3
RFP
CURRENT STATE AND FUTURE STATE REQUIREMENTS
Network Current Sate: KUB’s current network architecture provides a gigabit connection to workstations. KUB plans to use Power over Ethernet to the handsets via the existing switch infrastructure that supports PoE+. KUB also plans to have the ability to connect the PC workstations to the phone handset for network connectivity, ideally at gigabit speeds. The bulk of the current network cabling has been certified to the Category 5e standard with Category 6 cabling being installed on an as needed basis (primarily expansion). A network readiness assessment will be coordinated/conducted by the vendor at the beginning of the project with the assistance of KUB IT staff. Any concerns as a result of the assessment will be evaluated by KUB and the vendor. Future State: The proposed solution is expected to operate on the existing Ethernet network. It is intended to abandon, in-place, the majority of the existing phone network (cabling). Required analog connections will be addressed on a case by case basis, ideally utilizing analog terminal adapters where appropriate, getting the Ethernet network as close to the end device as possible.
Phone System Current State: The system currently has a mixture of T1’s, business lines, OPX and one system has all calls route through another location. There are 616 analog, 661 digital and 114 VoIP handsets throughout all locations and/or buildings. KUB also has 69 fax machines across all locations. The handsets are ACD, 8 button non-display, 8 button display, 16 button displays, KLM, TTY and there are no attendant consoles. There are also a couple of cordless phones that are used for emergency lines. Those emergency lines Gas Link, Water/Wastewater, Media Line, City Line, Commissioner, TVA and 911 need to be working at all times. Currently the digital sets are a mixture of display and non-display. The phone features: -
Hold Conference Transfer Auto Dial Release Voicemail Button Speaker/Hands free capability Headsets External Forward
Future State: The phone system will need to integrate with these existing applications and/or hardware: • • • • • • •
Audio Log now Verint Systems Nuance Virtual Hold Symon Boards, Digital Displays, and End User Desktop OHC amplifier Entry Gate, Elevator, Ring Down Phones Security System
The existing and future phone systems will need to be linked together for internal extension dialing during implementation. The phone systems also need to be able to work as a standalone if one of the phone systems in the network is down. Once the new system is stable and users are fully converted, KUB’s
KUB
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existing system will be retired. The system will need to support the mixture of T1’s, business lines, OPX, and one system has all calls route through another location. The system will need to be able to support SIP trunks. Note: KUB is currently not using SIP trucking, but it is evaluating this technology for future use. There will be approximately 1550 VOIP handsets and 20 Analog handsets across the buildings and locations. The 69 fax machines currently in place are expected to function on the new phone system. Analog connections for the fax machines will utilize analog terminal adapters where appropriate, unless KUB and the implementation team agree on a better solution. The vendor will conduct an inventory at the beginning of the project to provide an accurate assessment of the current handsets. The call center will need to have ACD sets (the ACD phones need to support two headsets), the office areas will have 8 button displays, the executive area and some support areas will have 16 button displays and some with KLM. There will be no attendant consoles in the any of the facilities. KUB has several phone banks across buildings and campuses. A basic handset without displays is expected for these locations. The cordless phones used for emergency lines which will stay with the new system. The emergency lines consist of Gas Link, Water/Wastewater, Media Line, City Line, Commissioner, TVA and 911 need to be working at all times. The current TTY phone will need to be able to work with the new system. The phone features: -
Hold Conference Transfer Auto Dial Release Voicemail Button One extension Speaker/Hands free capability Headsets Conference calling (ability to support up to 6 callers) Simultaneous ring (cell and desk) External Forward Music on Hold within the phone system
Voicemail Current State: KUB currently has two voicemail systems that are shared between the sites. The systems have 460 voicemail boxes on one voicemail system and 195 mailboxes at the other voicemail system. System Administrators can add cell phone for remote notification if the call is internal then the team member receive text message with phone number and name. The voicemail currently supports: -
Auto Attend Time of Day Greetings Voicemail Only Announcement Only
Future State: The new voicemail system and/or systems need to support a minimum of 800 mailboxes throughout all the KUB locations. There can be one voicemail system used as primary with a backup system at the same location or at another main location. The System Administrators will need to be able to add cell phone for remote notification. The system needs to be able to support unified message on the Lotus Notes platform. The voicemail system will need to have the following features: -
KUB
Auto Attend
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-
RFP
Time of Day Greetings Voicemail Only Announcement Only
Call Center ACD Current State: The current Call Center ACD Nortel’s Symposium, which consists of two aplications. One application is for contact center manager and other for contact center admin. The managers and/or team leads use the application to manually move agents, skill sets, view real-time statistics and reports. The current system is integrated with a Call Recording system, IVR, Symon Reader Board system, and Virtual Hold (an automated call back system). Symposium reports are sent directly to the printer on a daily bases. The type of reports the managers review are Login/Logout, Call Center Stats, Team Stats, Agents Stats, Call per skill set, etc. ACD licensing supports 60 agents with up to 10 skill sets each with 10 supervisory workstations . Future State: KUB would like the call center ACD applications to be flexible and user friendly for the managers and team leads. The managers and/or team leads will need to be able to set up skill based routing for the agents, view real time calls and stats, and pull and build customized reports as needed. Users would like to be able to schedule reports to run and route them to designated email address. At a minimum, users will need to be able to review and run the following reports: login/logout, call center stats, team stats, agent stats, and call per skill set. The system will need to integrate with all the peripheral Call center support systems now in use, Verint Call Recording, a hosted IVR, Symon Reader Boards, and Virtual Hold. In addition to the current ACD licensing supports 60 agents with up to 10 skill sets each with 10 supervisory workstations - at the primary site – KUB would like the ACD to support 10 additional agents and 2 supervisors working from a remote or designated DR site.
Call Recording Current State: KUB currently has Audio Log now Verint Systems call recording equipment; four systems at four different locations. The systems are a mixture of both analog and digital ports. The main location has 240 ports which include 16 analog ports and 136 digital ports, two of the sites have 16 digital ports at each location, and the four sites have 16 analog ports. Calls are record for the call center, emergency phones, radio and other areas within the organization. Future State: KUB will continue using their current call recording equipment. Audio Log will need to integrate with the new phone system.
Virtual Hold Current State: The virtual hold application is currently located at the main site and is used only in the call center. The system has twelve lines that are used for inbound and outbound calls. Future State: KUB will keep the current virtual hold application. The application needs to be able to integrate with the new phone system and call center application. Paging Current State: There is currently overhead paging in one of the buildings at the main campus. The Overhead Construction (OHC) Department amplifier is connected to the existing phone system. Future State: The existing OHC amplifier will need to work with the new system.
KUB
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Reader Boards Current State: Symon boards are currently placed throughout the call center. The Symon boards show the queues with the number of calls in waiting and wait time. Future State: KUB will continue to use the current Symon boards. KUB will be adding digital displays in the future in locations that currently do not have Symon boards. The Symon boards will need to integrate with the new phone system and call center application to display the call center queue information.
6.4
IMPLEMENTATION PLAN
Deployment of a new phone system will be done in a phased approach across all KUB locations and/or buildings. The new system will need to be able to work with the existing Nortel systems. KUB team members will need to be able to transfer calls and work as they currently do on a daily base. There are 24 hour operations within KUB that will need to continue running during the implementation. There will need to be little to no down time during the implementation. Specific tasks to be completed by the vendor include, but are not limited to: • Network readiness assessment • Handset Inventory • Prepare Servers for Installation • Install and Configure Phone System, Voice mail, Call Center Applications • Integrate New Systems with Existing Systems • Program Handsets • System Administrator Training • End User Training
KUB
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7.0 INSTRUCTIONS, TERMS, AND CONDITIONS 7.1
INSTRUCTIONS A. Instructions: These documents constitute the complete set of specifications, requirements, and proposal request instructions. The Proposer is responsible for insuring that all pages and all addenda are received. KUB advises all proposers to closely examine this proposal response, and to immediately direct any questions regarding the completeness of this RFP and any addenda to the Procurement Department. B. Rights: KUB reserves the right to reject any or all proposals and to waive irregularities therein, and the undersigned hereby agrees that such rejection or waiver shall be without liability on the part of KUB for any damage or claim brought by the undersigned because of such action, nor shall the undersigned seek any recourse of any kind against KUB because of such action. There is no obligation to buy. All proposals submitted to KUB become the property of KUB upon submission and after the execution of a contract become subject to Tennessee’s Public Records law, as codified in Tenn. Code Ann. §§10-7-101 et. seq. C. Request for Proposal Definitions: This section describes the procedures for companies submitting a response to this Request for Proposal (RFP). The term “Proposer” refers to the person or entity to which a contract is awarded. D. Time and Date for Submitting Proposals: Each Proposer shall respond to this RFP on or before the time and date indicated on the Request for Proposal cover sheet. Proposals will not be made available for public inspection until after the RFP process is completed and a purchase order has been issued. The Proposal shall be delivered by email to
[email protected] with the subject line of Telephony System Replacement 17847 before 2:00PM EST time on the “Proposal Due Date” referenced in Section 3.0. E. Response: Each Proposer must acknowledge that it accepts and understands each of the Instructions, Terms, and Conditions of this RFP. If a Proposer is unwilling to accept any one or more of the Instructions, Terms, and Conditions, they must clearly identify in their proposal the Instructions, Terms, and Conditions to which they take exception and note it on the enclosed exception sheet. In its sole discretion, KUB reserves the right on a non-discriminatory basis to: a) consider any Proposal(s) which takes exception(s) to any one or more of the Terms and Conditions; or b) reject any Proposal(s) which takes exception(s) to any one or more of the Terms and Conditions. F. Ex Parte Communication: KUB does not permit contact concerning this RFP process with any KUB personnel other than as identified in the RFP until the selection process has been completed. All exchanges of information concerning this RFP must be in writing, with e-mail as the preferred method of communication. Failure to honor this requirement will be viewed negatively in the selection process and may result in the disqualification of the Proposer. Any questions or requests for clarification will be responded to in writing or by email with a copy of the response being sent to each proposer on record. G. Discrepancies, Errors and Omissions: Any discrepancies, errors, omissions, or ambiguities in this RFP or the requirements / guidelines or addenda (if any) stated herein should be reported to KUB. At KUB’s option, a written addendum may be issued and the addendum will be incorporated in the RFP and will become part of the Contract Documents. KUB will not be responsible for or bound by any oral instructions, clarifications or other communications and no such oral communication may be relied on by any Proposer.
KUB
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7.2
RFP
TERMS AND CONDITIONS A. Agreement: Each successful Proposer will be required to sign a contract with KUB. The entire agreement shall include the Proposer’s response to this proposal, the RFP, and an agreement (the “Contract Documents”). If the RFP and the Proposer’s response to this proposal are modified in negotiation between KUB and the Proposer, then the modified proposal shall be included as addenda to the successful Proposer’s contract with KUB. Should any conflict or discrepancy arise between the Instructions, Terms, and Conditions of the RFP and the Instructions, Terms and Conditions of the Agreement, the Instructions, Terms and Conditions of the Agreement shall control. The individual who signs this document must be empowered to sign the Agreement, or if sent by email the name that appears on the proposal response must be empowered to sign the Agreement. KUB reserves the right to withdraw the RFP or condition the award on additional or different terms proposed to be included in such contract, and KUB shall not incur any obligation to the successful Proposer except as provided in the Agreement. To produce the Agreement, KUB reserves the right to provide its own draft contract terms or request draft contract terms from the Proposer. Notification of award of the or acceptance of a RFP, in whole or in part, shall not restrict KUB’s discretion with regard to the terms of the definitive contract, shall not preclude KUB from terminating the proposal or withdrawing the proposal prior to execution of the Agreement, and shall not limit KUB’s right to consider and act on additional information that may come to its attention from any source. B. Cancellation: KUB reserves the right to cancel the agreement without cost or penalty to KUB, if, in KUB’s opinion, there is a failure at any time by the Contractor to adequately perform the Agreement, or if there is any attempt to willfully impose upon KUB service workmanship which is, in the opinion of KUB, of an unacceptable quality or time requirements. Cancellation of the Agreement shall not impair any rights or claim of KUB to damages for the breach of any covenants of the Agreement by the successful proposer. C. General: KUB recognizes that the highest price Proposal does not necessarily indicate the best Proposal in terms of capabilities, quality or service. As a result, the selection of a Proposer to which the contract will be awarded will be determined on the basis of which Proposal is in the best interest of KUB based on the factors described in the Proposal Evaluation (Section IV.) of this RFP. KUB reserves the right to reject any or all Proposals, to waive technicalities or informalities and to accept any proposal determined to be in the best interest of KUB. KUB will not be responsible for misinterpretations that are caused by failure of a Proposer to follow the RFP format or to give proper and specific references when citing referenced material. The selection criteria are described in the RFP. KUB reserves the right, in its discretion and without incurring any liability to any Proposer, to modify or terminate this RFP at any time prior to the execution of a definitive contract, and to accept or reject any Proposal for any reason. D. Documents: Each proposal must include the following documents 1) A fully completed Proposal, including any KUB data sheets or addenda, 2) A signed Exceptions document to Instructions, Terms, and Conditions, attached to Proposal. . E. Communication: KUB reserves the right to communicate with the Proposers, individually or collectively, formally or informally. KUB requires that questions and other communications concerning the RFP be submitted to KUB only in writing and must be directed to the appropriate person identified on this RFP cover sheet. F. Response Times: Response times will be made as described in the RFP. Failure to respond to as specified and in accordance with the Proposal submitted, including promised lead times, will constitute sufficient grounds for cancellation of the contract, and KUB shall incur no cost or penalty for cancellation. All Proposals must include all applicable transportation, service charges, sales and use taxes, assembly, and all other applicable charges. G. Minimum Performance: The services in accordance with this RFP (including optional items selected by KUB) shall be fully in compliance with all federal, state, and local laws, rules, and regulations. H. Guarantee: In making a proposal, each Proposer certifies that it is fully aware of the conditions of service and that its offer will meet these requirements of service and purpose to the satisfaction of KUB. Proposer warrants and guarantees to KUB all services and products to be provided and
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that work and products will be of good quality, and in conformance with the Contract Documents. All work not conforming to these standards may be considered defective by KUB. I. Insurance: Insurance Requirements Proposer’s Insurance: The successful Proposer shall provide KUB with the types and amounts of insurance coverage that the Proposer maintains in its RFP response. The insurance coverage required by KUB for this project will be mutually agreed upon by KUB and the Proposer before a contract is signed. The successful Proposer shall not allow any subcontractor to commence service on their subcontract until all similar insurance required of the subcontractor has been obtained and approved. All insurance policies shall be with insurers approved and admitted to do business in Tennessee. KUB shall be furnished proof of coverage of insurance by certificates of insurance accompanying the contract documents and shall name KUB as an additional insured as respects commercial general liability and business automobile liability. The successful Proposer shall provide KUB a thirty (30) day cancellation notice in the event any insurance required by fair agreement is canceled. Employer’s Liability Insurance: The successful Proposer shall secure and maintain during the term of the Agreement if applicable, Employer’s Liability Insurance. Worker’s Compensation Insurance: The successful Proposer shall secure and maintain during the term of the Agreement if applicable, worker’s compensation insurance for all of their employees connected with the work on this project and, in case any work is sublet, shall require the subcontractor similarly to provide worker’s compensation insurance for all of the latter’s employees unless such employees are covered by the protection afforded by the successful Proposer. Such insurance shall comply fully with Tennessee Worker’s Compensation Law. In case any class of employees engaged in hazardous work under this contract at the site of the project is not protected under the Worker’s Compensation Statute, the successful Proposer shall provide, and cause each Subcontractor to provide, adequate insurance satisfactory to KUB, for protection of their employees not otherwise protected. Commercial General Liability and Business Auto Liability: The successful Proposer shall secure and maintain during the term of the Agreement, comprehensive general liability and comprehensive automobile liability insurance which shall protect them from claims for damage for personal injury, including accidental death, as well as claims for property damages which may arise from operations under this Agreement whether such operation be by themselves or by anyone directly or indirectly employed by them. J. Indemnification Rider: The successful Proposer agrees to indemnify and hold harmless KUB, its agents, or employees from and against all loss or expense (including cost and attorney’s fees) by reason of liability for damages because of bodily injury, including death, at any time resulting there from, sustained by any person or persons or damage to property, including loss of use thereof, arising out of or in consequences of the performance under the Agreement to be entered into whether such injuries to persons or damage to property is due or claimed to be done due to the negligence of the Proposer, his/her subcontractor, KUB, their agents or employees, except only such injury or damage as shall have been occasioned by the sole negligence of KUB. Compliance with the foregoing requirements shall not relieve the Proposer of its liability and obligations under this section or under any other portion of the contract. Proposers regulated by the Tennessee Regulatory Authority or other regulatory authority are required to respond by stating what provisions of their tariff satisfy the requirements of this paragraph. K. Taxes: All taxes of any nature arising out of or in connection with the work above shall be the responsibility of the successful Proposer. L. Nondiscrimination: KUB is an equal opportunity employer and as such requires that its suppliers not discriminate on the basis of race, color, sex, religion, or ethnic origin. Submitting a RFP constitutes Proposer’s acknowledgement of this provision. KUB encourages the use of small business, minority, and women owned business enterprises. M. Title VI: Proposer shall comply with the requirements of all federal statutes relating to nondiscrimination, including but not limited to, Title VI of the Civil Rights Act of 1964, which prohibits discrimination on the basis of race, color, sex, or national origin (“Title VI”). No person on the grounds of race, color, or national origin shall be excluded from participation in, denied benefits of, or be otherwise subject to discrimination in the performance of the proposal. The
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proposer if awarded the proposal shall upon request, show proof of such nondiscrimination. N. Damages: The proposer will be responsible for any damages to property of KUB or others caused by it, its employees, or sub-suppliers, and will replace and make good such damages to the satisfaction of KUB. O. Choice of Law: This proposal and any subsequent contract or agreement related to this proposal shall be governed by and construed with the Laws of the State of Tennessee. P. Statutory Disqualification: By submitting a proposal the proposer represents that neither it nor any of its officers, directors, shareholders, members or partners has been convicted or plead guilty or nolo contendere to any violation of the Sherman Anti-Trust Act, mail fraud, or other state, or federal criminal violation in connection with a contract let by the State of Tennessee or any other state or any political subdivision of the State of Tennessee. Q. Conflict of Interest: By submitting a proposal, proposer represents that no commissioner or officer of KUB or other persons whose duty is to vote for, let out, oversee, or in any manner supervise any work on any contract for KUB has a “direct interest” in the proposer or in the work which is subject to this proposal. R. "Right to Know Law": Manufacturers and Distributors that are regulated by and complying with the provisions of the OSHA hazard communication standard must provide KUB a material data safety sheet (MSDS) for any element, chemical, or mixture that presents a physical hazard or a health hazard as defined by the OSHA standard or any hazardous substance. The data sheet must be provided to KUB at the time of delivery. Manufacturers and Distributors must insure that each container of hazardous chemical delivered to KUB be properly labeled, tagged, or marked in accordance with OSHA standards. Labels and other forms of warning for each incoming hazardous chemical will be inspected for compliance with the standard. S. Copyright, Trademark, Service Mark, or Patent Infringement: a. Proposer shall, at its own expense, be entitled to and shall have the duty to defend any suit which may be brought against KUB to the extent that it is based on a claim that the products or services furnished infringe a copyright, trademark, service mark, or patent. Proposer shall further indemnify and hold harmless KUB against any award of damages and costs made against KUB by a final judgment or a court of last resort in any such suit. b. If the products or services furnished under this proposal or contract are likely to, or do become, the subject of such a claim of infringement, then without diminishing Proposer’s obligation to satisfy the final award, Proposer may at its option and expense: i. Procure for KUB the right to continue using the product or service. ii. Replace or modify the alleged infringing products or services with other equally suitable products or services that are satisfactorily to KUB, so that they become non-infringing. iii. Remove the products or discontinue the services and cancel any future charges pertaining thereto. Provided, however, that Proposer will not exercise options b.i., or b.ii. when they are impractical. T. Ownership of Intellectual Property: Any and all intellectual property, including but not limited to copyright, invention, trademark, trade name, service mark, and/or trade secrets created or conceived pursuant to or as a result of this contract and any related subcontract (“Intellectual Property”), shall be work made for hire and KUB shall be considered the creator of such Intellectual Property. KUB shall own the entire right, title and interest to the Intellectual Property throughout the world. Contractor shall notify KUB, within thirty (30) days, of the creation of any Intellectual Property by its or its subcontractor(s). Contractor, on behalf of itself and any subcontractor(s), agrees to execute any and all document(s) necessary to assure ownership of the Intellectual Property vests in KUB and shall take no affirmative actions that might have the effect of vesting all or part of the Intellectual Property in any entity other than KUB. The Intellectual Property shall not be disclosed by contractor or its subcontractor(s) to any entity not KUB without the express written authorization of KUB. U. Property of KUB: Any materials, including reports, computer programs, and other deliverables created under the Contract Documents are the sole property of KUB. The successful Proposer is not entitled to a patent or copyright on those materials and may not transfer the patent or copyright to anyone else. The Proposer shall not use or release these materials without the prior written consent of KUB.
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V. Force Majeure: No party shall have any liability to the other hereunder by reason of any delay or failure to perform any obligation or covenant if the delay or failure to perform is occasioned by force majeure, meaning any act of God, storm, fire, casualty, flood, earthquake, embargo, civil disturbance, acts of terrorism, governmental regulation, or causes similar nature beyond its control. W. Possession of Weapons: All Proposers vendors, suppliers, and service providers and their employees, agents, or subcontractors are prohibited from possessing any weapons on KUB property. X. Search: All persons, packages, and vehicles on KUB property are subject to being searched. Routine unannounced searches by KUB may be conducted. Refusal to submit to random searches will be grounds for removal from KUB property and prohibited access in the future. All vehicles leaving the KUB facilities are subject to being searched. Y. Traffic: Traffic regulations are to be observed at all times.
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APPENDIX A - Functionality Worksheet Please provide details for each line item Section Line Item
(R)equired or (P)referred R
1
Function
System integrates with Audio Log, Nuance, Virtual Hold, and Symon Boards applications
Details: R 2
System supports overhead paging using the existing OHC amplifier.
Details: R 3
Security System, Entry Gate Phones, Elevator Phone, Ring Down, and Fire Alarms are supported.
Details: R 4
ACD supports ODBC connectivity for customized reporting and dashboards.
Details: R 5
ACD allows agents to log in and log out as well as agent statuses such as idle, make busy, not ready, etc.
Details: R
ACD supports queuing and skills based routing.
6 Details: R 7
The ACD is flexible for a manager and/or team leads to manage users, manage queues, view call stats, etc.
Details: R 8
Mobile application that provides functionality for mobile device to function as handset for mobile users. The application should support both Android and IOS devices.
Details: R 9
System will be linked together for easy dialing (four-digit dialing) within all KUB sites.
Details: R
System will support T1’s, business and OPX lines.
10 Details: R
System supports remote notification messaging for voicemails.
11 Details: R 12 Details:
Call center application supports third-party IVR integrations.
Functionality Available
Telephony System Replacement
P 13
RFP
ACD support day and time based schedules, including Holiday schedules.
Details: P 14
ACD has functionality to retrieve a specific call and assign to a live agent.
Details: P
Mobile applications for supervisory ACD management.
15 Details: P 16
ACD has ability to modify hold music and add looped messages in real-time.
Details: P 17
Handsets support Power over Ethernet and provide integrated gigabit Ethernet switch in order to connect a computer.
Details: P 18
Functionality to handoff current calls from desk phone to cell phone and vice versa without interrupting the call.
Details: P 19
Unified Messaging on Lotus Notes including voicemails as attachments in users’ inbox, presence awareness integration with Sametime, etc.
Details: P
System supports SIP trunks
20 Details: P 21
Ability to schedule reports for email or print jobs within the Call Center application.
Details: 22
P
Simultaneous Ring (cell and desk)
Details:
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Appendix B - Pricing Worksheet Price Purchase Price for Telephone System, Voice Mail, and Call Center Applications Installation Price for Telephone System, Voice Mail, and Call Center Applications Pricing of each type of handset System Administration and End User Training Annual Maintenance Costs
Comments
RFP
Telephony System Replacement
RFP
APPENDIX C - KUB IT Preferred Technologies The following table lists KUB’s existing hardware and software environment. KUB’s preference is for the proposed solution to be compatible with current technology and infrastructure.
REQUIREMENT TYPE
KUB PREFERRED TECHNOLOGY & INFRASTRUCTURE INFORMATION
Server Operating System
Windows 2008 Server or IBM AIX 6.1
Enterprise Database
Oracle 11G, DB2 9.7 or SQL Server 2008 R2
Application Messaging
IBM MQSeries or WebSphere Enterprise Service Bus (ESB) using SOAP
Email and Calendaring
Lotus Notes / Domino 9.0/8.5
Network Infrastructure
Cisco Routers and Switches
Backup Server and Client
Tivoli Storage Manager
Windows Server Imaging
Acronis True Image, Veeam
AIX UNIX Server
MKSYSB
Virtual Server Host Desktop Operating System
ESX 5.1 Microsoft Windows 7
Desktop Type
Dell OptiPlex
Laptop Types
Panasonic Semi-Tough and Toughbooks
Desktop Applications
Microsoft Office 2007 Internet Explorer 11 Firefox ESR24
Internet Connection
100 Mbps
Web Application Server
IBM WebSphere
Customer Service Suite
PeopleSoft 8.9 – CIS (Customer Information System)
Human Resources App
PeopleSoft 8.8 – HRMS
Financials Application
PeopleSoft 8.8 – FMS
Asset and Work Management
IBM Maximo 7.5
Network Backbone
10 GB
Desktop Connection
1GB
Server Connection
1 GB 5 year – 24x7 vendor supported
Server Hardware
RFP
Telephony System Replacement
KUB PREFERRED TECHNOLOGY & INFRASTRUCTURE INFORMATION
REQUIREMENT TYPE
SAN Infrastructure
Windows Active Directory, IBM Lotus Notes Directory Services, IBM Tivoli Directory Server Brocade SAN Fabric Switches / IBM Storage Devices
Virus Detection
Sophos Anti-Virus
Document Design
Doc1 Designer
Document Management
N/A
Document Distribution
IBM Content Manager On-Demand
Disaster Recovery
Second Data Center attached by Fiber backbone
Industrial Billing
LodeStar
Telephony Infrastructure
Nortel
Meter Reading
Itron
Printing / Faxes
Lanier Multi-Functional Devices
Security Authentication
Firewall
Océ or HP Design Jet Check Point
Web Filtering
IBM Websense
Portal Technology
IBM WebSphere Portal Extend
RAID Levels
5, 6 or 10
Geographic Information System (GIS)
ESRI v10.0.2 Telvent ARCFM v10.0.2
COBOL
Microfocus
Wireless Access Point
IEEE 802.11 b/g
Private Radio Network
Motorola RDLAP 19.2 kbps 800 mhz band
Web Server
Lotus Domino / IBM HIS
Plotting
KUB
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APPENDIX D
This appendix is composed of the following KUB specific forms that must be completed and submitted as part of the proposal as specified in Section 4.4:
KUB
Proposer’s Contact Information Form Client Reference Form Exceptions to Terms and Conditions Form
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PROPOSER’S CONTACT INFORMATION FORM Please provide the following information
Company Name: Company Address: City / State / Zip: Telephone #: Fax #: Web Address:
Primary Sales Contact: Title: Telephone #: Mobile #: Fax #: E-Mail Address:
Person Authorized to Sign Contracts: Title: Telephone #: Mobile #: Fax #: E-Mail Address:
RFP
Telephony System Replacement
RFP
CLIENT REFERENCE FORM List references that most closely reflect similar scope of service within the past five (5) years. Reference Company #1: Street Address: City, State, Zip: Contact’s Name: Contact’s Title: Contact’s Phone #: E-Mail Address: Type of Service Performed/Project Description: Dates of Performance:
Reference Company #2: Street Address: City, State, Zip: Contact’s Name: Contact’s Title: Contact’s Phone #: E-Mail Address: Type of Service Performed/Project Description: Dates of Performance:
Reference Company #3: Street Address: City, State, Zip: Contact’s Name: Contact’s Title: Contact’s Phone #: E-Mail Address: Type of Service Performed/Project Description: Dates of Performance:
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EXCEPTIONS TO ‘TERMS AND CONDITIONS’ FORM The Proposer hereby declares that the following list states any and all variations from and exception to the requirements of the Terms and Conditions and that, otherwise, it is the intent of the Proposer that the materials and services work be performed in strict accordance with the Contract Documents. The Proposer acknowledges that the listing of any exception, which is unacceptable to KUB, will have the effect of voiding the proposal. NOTE: If you have no exceptions, indicate ‘No Exceptions.’
The Proposer hereby accepts the Terms and Conditions described herein except for the list of exceptions described immediately above.
Date:
Signed:
Title:
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