Solicitation Number: Date Issued: Procurement Officer: Phone: E-Mail Address:
State of South Carolina Request for Proposal
5400008487 12/12/2015 Ron Conner 803-896-0284
[email protected]
DESCRIPTION: Statewide Hosted VoIP and Messaging, Contact Center, and IVR Services USING GOVERNMENTAL UNIT: Statewide Contract The Term "Offer" Means Your "Bid" or "Proposal". Unless submitted on-line, your offer must be submitted in a sealed package. Solicitation Number & Opening Date must appear on package exterior. See "Submitting Your Offer" provision. SUBMIT YOUR SEALED OFFER TO EITHER OF THE FOLLOWING ADDRESSES: MAILING ADDRESS: B&CB, Div. of Procurement Services, ITMO 1201 Main Street, Suite 601 Columbia SC 29201
PHYSICAL ADDRESS: B&CB, Div. of Procurement Services, ITMO 1201 Main Street, Suite 601 Columbia SC 29201
SUBMIT OFFER BY (Opening Date/Time): 02/12/2015 14:30:00
(See "Deadline For Submission Of Offer" provision)
QUESTIONS MUST BE RECEIVED BY:
(email questions to
[email protected])
01/09/2015 14:30:00
NUMBER OF COPIES TO BE SUBMITTED: Refer to page 3 CONFERENCE TYPE: Not Applicable DATE & TIME:
LOCATION: Not Applicable
(As appropriate, see "Conferences - Pre-Bid/Proposal" & "Site Visit" provisions)
AWARD & AMENDMENTS
Award will be posted on 03/30/2015. The award, this solicitation, any amendments, and any related notices will be posted at the following web address: http://www.procurement.sc.gov.
Unless submitted on-line, you must submit a signed copy of this form with Your Offer. By submitting a bid or proposal, You agree to be bound by the terms of the Solicitation. You agree to hold Your Offer open for a minimum of thirty (30) calendar days after the Opening Date. (See "Signing Your Offer" and "Electronic Signature" provisions.) Any award issued will be issued to, and the contract will be formed with, the entity identified as the Offeror. The entity named as the Offeror must be a single and distinct legal entity. Do not use the name of a branch office or a division of a larger entity if the branch or division is not a separate legal entity, i.e., a separate corporation, partnership, sole proprietorship, etc.
NAME OF OFFEROR
(full legal name of business submitting the offer)
AUTHORIZED SIGNATURE
TAXPAYER IDEN TIFICATION NO.
(Person must be authorized to submit binding offer to contract on behalf of Offeror.)
(See "Taxpayer Identificati on Number" provision)
TITLE
STATE VENDOR NO.
(business title of person signing above)
(Register to Obtain S.C. Ve ndor No. at www.procurement.sc.gov)
PRINTED NAME
DATE SIGNED
(printed name of person signing above)
STATE OF INCORPORATION (If you are a corporation, identify the state of incorporation.)
OFFEROR'S TYPE OF ENTITY: (Check one)
(See "Signing Your Offer" provision.)
Sole Proprietorship
Partnership
Other_
Corporate entity (not tax-exempt)
Corporation (tax-exempt)
Government entity (federal, state, or local)
COVER PAGE (NOV. 2007)
PAGE TWO (Return Page Two with Your Offer)
HOME OFFICE ADDRESS (Address for Offerors home office /
NOTICE ADDRESS (Address to which all procurement and contract
principal place of business)
related notices should be sent.) (See "Notice" clause)
Area Code - Number - Extension
Facsimile
E-mail Address
PAYMENT ADDRESS (Address to which payments will be sent.)
ORDER ADDRESS (Address to which purchase orders will be sent)
(See "Payment" clause)
(See "Purchase Orders and "Contract Documents" clauses)
Payment Address same as Home Office Address
Order Address same as Home Office Address
Payment Address same as Notice Address (check only one)
Order Address same as Notice Address (check only one)
ACKNOWLEDGMENT OF AMENDMENTS Offerors acknowledges receipt of amendments by indicating amendment number and its date of issue. (See "Amendments to Solicitation" Provision) Amendment No.
Amendment Issue Date
DISCOUNT FOR PROMPT PAYMENT
Amendment No.
10 Calendar Days (%)
Amendment Issue Date
Amendment No.
20 Calenda r Days (%)
(See "Discount for Prompt Payment" clause)
In-State Office Address same as Home Office Address In-State Office Address same as Notice Address (check only one)
PAGE TWO (SEP 2009)
End of PAGE TWO
Amendment Issue Date
30 Calendar Days (
Amendment No.
Amendment Issue Date
Calendar Days (%)
PAGE THREE
IMPORTANT INFORMATION FOR ALL OFFERORS All Offerors desiring to respond to this solicitation should register and submit your response online. To respond online, you must follow the new South Carolina Enterprise Information System (SCEIS) vendor registration instructions found at the South Carolina Procurement Information Center website address of: http://www.procurement.sc.gov/. Even if you are registered in the old procurement system, you must still register or update your information in the new SCEIS system. Once the registration process is complete, the system will generate a new SCEIS vendor user id and password. The Offeror must keep this information current or you will not be able to submit future bids. OFFERORS ENCOUNTERING REGISTRATION PROBLEMS SHOULD CONTACT: Division of Technology Help Desk (803) 896-0001 Select Option 1 then Option 1 Monday – Friday 8:00 AM – 4:30 PM SCEIS Service Desk Vendor Ticket Form Additional vendor instructions concerning submitting offers can be found at: http://procurement.sc.gov/PS/vendor/PS-vendor-submitting-offers.phtm
Offerors will need to follow these instructions carefully when responding to the solicitation online. 1. 2.
The original solicitation response should be submitted on-line and is the official response. All Offerors should attach all additional requested documents to their response in the online system. These documents can be attached under the “My Notes” tab in the online system either on the main response page or under the necessary line item.
In addition to the offer you submit on-line, the Offeror must submit the following: 1. 2. 3. 4.
In accordance with clause titled “Submitting Redacted Offers (Feb 2007) located in Section IV of this RFP, one (1) redacted copy of both Technical and Price Proposal online; 8 individual copies of your Technical Proposal on a USB Drive identical to that submitted on line; 1 individual copy of your Price Proposal on a USB Drive identical to that submitted on line. 1 paper copy of the entire proposal.
All copies requested must be delivered no later than the date and time specified on the cover page of the solicitation to the following address: Information Technology Management Office (ITMO) Attention: Ron Conner Attention: Solicitation Number 5400008487 1201 Main Street, Suite 600 Columbia, SC 29201
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OFFEROR VERIFICATION OF SUBMITTED RESPONSES After submitting an online response to a solicitation, Offeror may validate their submission with the following steps: 1.
Go back to the initial screen
2.
Select Start by clicking the Start button’
3.
Bid Submitted will appear in the Bid Status Column as seen below
You may want to print this page for your records. QUALIFYING YOUR BID ANY OFFEROR WHO TAKES EXCEPTIONS TO TERMS AND CONDITIONS OR OTHERWISE QUALIFIES THEIR BID MAY BE DEEMED NON-RESPONSIVE. OFFERORS WILL NOT BE GIVEN AN OPPORTUNITY TO CORRECT ANY MATERIAL NONCONFORMITY. IF YOU QUALIFY YOUR OFFER WITH A STATEMENT LIKE: “THIS IS NOT AN OFFER”, YOU MAY BE DEEMED NON-RESPONSIVE AND ELIMINATED FROM FURTHER CONSIDERATION.
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TABLE OF CONTENTS IMPORTANT INFORMATION FOR ALL OFFERORS ........................................................................................ 3 SECTION I. SCOPE OF SOLICITATION................................................................................................................ 9 ACQUIRE SERVICES and SUPPLIES / EQUIPMENT (JAN 2006) ............................................................. 9 TELECOMMUNICATIONS AUTHORITY & PROCUREMENT CODE EXEMPTION ........................... 10 MAXIMUM CONTRACT PERIOD - ESTIMATED (Jan 2006) .................................................................. 10 SECTION II. INSTRUCTIONS TO OFFERORS - A. GENERAL INSTRUCTIONS ........................................ 11 DEFINITIONS (JAN 2006) ........................................................................................................................... 11 AMENDMENTS TO SOLICITATION (JAN 2004) ..................................................................................... 11 AWARD NOTIFICATION (NOV 2007) ....................................................................................................... 12 BID/PROPOSAL AS OFFER TO CONTRACT (JAN 2004) ........................................................................ 12 BID ACCEPTANCE PERIOD (JAN 2004) ................................................................................................... 12 BID IN ENGLISH and DOLLARS (JAN 2004) ............................................................................................ 12 BOARD AS PROCUREMENT AGENT (JAN 2004) ................................................................................... 12 CERTIFICATE OF INDEPENDENT PRICE DETERMINATION (MAY 2008) ........................................ 12 CERTIFICATION REGARDING DEBARMENT & OTHER RESP. MATTERS (JAN 2004) ................... 13 CODE OF LAWS AVAILABLE (JAN 2006) ............................................................................................... 14 COMPLETION OF FORMS/CORRECTION OF ERRORS (JAN 2006) ..................................................... 14 DISCLOSURE OF CONFLICTS OF INTEREST OR UNFAIR COMP. ADVANTAGE (MAY 2011) ... 14 DEADLINE FOR SUBMISSION OF OFFER (JAN 2004) ........................................................................... 14 DRUG FREE WORK PLACE CERTIFICATION (JAN 2004) .................................................................... 14 DUTY TO INQUIRE (JAN 2006) ................................................................................................................. 14 ETHICS CERTIFICATE (MAY 2008) .......................................................................................................... 14 OMIT TAXES FROM PRICE (JAN 2004).................................................................................................... 14 PUBLIC OPENING (JAN 2004) ................................................................................................................... 15 QUESTIONS FROM OFFERORS (JAN 2004)............................................................................................. 15 REJECTION/CANCELLATION (JAN 2004) ............................................................................................... 15 RESPONSIVENESS/IMPROPER OFFERS (JAN 2004).............................................................................. 15 RESTRICTIONS APPLICABLE TO OFFERORS (JAN 2004) .................................................................... 15 SIGNING YOUR OFFER (JAN 2004) .......................................................................................................... 16 STATE OFFICE CLOSINGS (JAN 2004)..................................................................................................... 16 SUBMITTING CONFIDENTIAL INFORMATION (AUG 2002) ............................................................... 16 SUBMITTING YOUR OFFER OR MODIFICATION (JAN 2004) ............................................................. 17 TAX CREDIT FOR SUBCONTRACTING W/ DISADVANTAGED SMALL BUS. (JAN 2008) .............. 17 TAXPAYER IDENTIFICATION NUMBER (JAN 2004) ............................................................................ 18 VENDOR REGISTRATION MANDATORY (JAN 2006) ........................................................................... 18 WITHDRAWAL OR CORRECTION OF OFFER (JAN 2004) .................................................................... 18 SECTION II. INSTRUCTIONS TO OFFERORS -- B. SPECIAL INSTRUCTIONS ......................................... 19 CONTENTS OF OFFER (RFP) -- ITMO (JAN 2006) .................................................................................. 19 CONTENTS OF OFFER (RFP) -- ITMO ...................................................................................................... 19 CLARIFICATION (NOV 2007) .................................................................................................................... 19 DISCUSSIONS and NEGOTIATIONS (NOV 2007) .................................................................................... 19 MAGNETIC MEDIA – REQUIRED FORMAT (JAN 2006) ....................................................................... 19 OFFERING BY LOT (JAN 2006) ................................................................................................................. 19 ON-LINE BIDDING INSTRUCTIONS (NOV 2007) ................................................................................... 20 OPENING PROPOSALS -- PRICES NOT DIVULGED .............................................................................. 20
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SECTION III. SCOPE OF WORK/SPECIFICATIONS ...................................................................................... 21 LOT 1: HOSTED VoIP SERVICES AND MESSAGING SERVICES ......................................................... 21 LOT 2: HOSTED CONTACT CENTER ...................................................................................................... 33 LOT 3: HOSTED INTEGRATED VOICE RESPONSE (IVR) .................................................................... 45 SECTION IV. INFORMATION FOR OFFERORS TO SUBMIT ....................................................................... 56 INFORMATION FOR OFFERORS TO SUBMIT -- GENERAL (JAN 2006) ............................................. 56 CONTENT AND FORMAT OF PROPOSAL ............................................................................................... 56 MINORITY PARTICIPATION (JAN 2006) ................................................................................................. 57 SUBMITTING REDACTED OFFERS (FEB 2007) ...................................................................................... 57 PRIVACY POLICIES .................................................................................................................................... 57 OFFEROR E-RATE ENROLLMENT ........................................................................................................... 57 INFORMATION FOR OFFERORS TO SUBMIT - EVALUATION (JAN 2006) ....................................... 58 LOT 1: HOSTED VoIP SERVICES AND MESSAGING SERVICES ......................................................... 58 LOT 2: HOSTED CONTACT CENTER ...................................................................................................... 61 LOT 3: HOSTED INTEGRATED VOICE RESPONSE (IVR) .................................................................... 65 SECTION V. QUALIFICATIONS........................................................................................................................... 69 QUALIFICATION OF OFFEROR (JAN 2006) ............................................................................................ 69 QUALIFICATIONS – MANDATORY MINIMUM (JAN 2006) ................................................................. 69 QUALIFICATIONS – REQUIRED INFORMATION (JAN 2006) .............................................................. 69 SUBCONTRACTOR -- IDENTIFICATION (JAN 2006) ............................................................................. 70 OFFEROR E-RATE ENROLLMENT ........................................................................................................... 70 SECTION VI. AWARD CRITERIA ........................................................................................................................ 71 AWARD BY LOT (JAN 2006) ...................................................................................................................... 71 AWARD CRITERIA -- PROPOSALS (JAN 2006)....................................................................................... 71 AWARD TO MULTIPLE OFFERORS (JAN 2006) ..................................................................................... 71 EVALUATION FACTORS -- PROPOSALS (JAN 2006) ............................................................................ 71 SECTION VII. TERMS AND CONDITIONS -- A. GENERAL ............................................................................ 72 ASSIGNMENT (JAN 2006) .......................................................................................................................... 72 BANKRUPTCY (JAN 2006) ......................................................................................................................... 72 CHOICE-OF-LAW (JAN 2006)..................................................................................................................... 72 CONTRACT DOCUMENTS and ORDER OF PRECEDENCE (JAN 2006) ............................................... 72 DISCOUNT FOR PROMPT PAYMENT (JAN 2006) .................................................................................. 72 DISPUTES (JAN 2006) ................................................................................................................................. 73 EQUAL OPPORTUNITY (JAN 2006) .......................................................................................................... 73 FALSE CLAIMS (JAN 2006) ........................................................................................................................ 73 FIXED PRICING REQUIRED (JAN 2006) .................................................................................................. 73 NON-INDEMNIFICATION (JAN 2006) ...................................................................................................... 73 NOTICE (JAN 2006) ..................................................................................................................................... 73 PAYMENT and INTEREST (MAY 2011)..................................................................................................... 73 PUBLICITY (JAN 2006) ............................................................................................................................... 74 PURCHASE ORDERS (JAN 2006) ............................................................................................................... 74 SETOFF (JAN 2006)...................................................................................................................................... 74 SURVIVAL OF OBLIGATIONS (JAN 2006) .............................................................................................. 74 TAXES (JAN 2006) ....................................................................................................................................... 74 TERMINATION DUE TO UNAVAILABILITY OF FUNDS (JAN 2006) .................................................. 75 THIRD PARTY BENEFICIARY (JAN 2006)............................................................................................... 75 WAIVER (JAN 2006) .................................................................................................................................... 75
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SECTION VII. TERMS AND CONDITIONS -- B. SPECIAL ............................................................................... 76 CHANGES (JAN 2006) ................................................................................................................................. 76 COMPLIANCE WITH LAWS (JAN 2006)................................................................................................... 76 CONTRACT LIMITATIONS (JAN 2006) .................................................................................................... 76 CONTRACTOR'S LIABILITY INSURANCE .............................................................................................. 76 CONTRACTOR’S LIABILITY INSURANCE – INFORMATION SECURITY & PRIVACY ................... 77 CONTRACTOR PERSONNEL (JAN 2006) ................................................................................................. 78 KEY PERSONNEL (JAN 2006) .................................................................................................................... 78 OFFSHORE CONTRACTING PROHIBITED ............................................................................................. 79 CONTRACTOR'S OBLIGATION -- GENERAL (JAN 2006)...................................................................... 79 CORPORATE GUARANTEE ....................................................................................................................... 79 DEFAULT (JAN 2006) .................................................................................................................................. 79 DIVISION OF TECHNOLGOY ADMINISTRATIVE FEE ......................................................................... 80 ESTIMATED QUANTITY -- PURCHASES FROM OTHER SOURCES (JAN 2006) ............................... 80 ESTIMATED QUANTITY - UNKNOWN (JAN 2006)................................................................................ 80 ILLEGAL IMMIGRATION (NOV. 2008) .................................................................................................... 80 INDEMNIFICATION -- THIRD PARTY CLAIMS (NOV 2011) ................................................................ 80 INDEMNIFICATION -- THIRD PARTY CLAIMS – DISCLOSURE OF INFORMATION ...................... 81 INFORMATION SECURITY........................................................................................................................ 81 INFORMATION SECURITY – DATA LOCATION ................................................................................... 82 INFORMATION USE AND DISCLOSURE ................................................................................................ 82 INFORMATION USE AND DISCLOSURE -- STANDARDS .................................................................... 84 INTELLECTUAL PROPERTY INFRINGEMENT (JAN 2006) .................................................................. 84 LICENSES AND PERMITS (JAN 2006) ...................................................................................................... 85 MATERIAL AND WORKMANSHIP (JAN 2006) ....................................................................................... 85 OWNERSHIP OF DATA & MATERIALS ................................................................................................... 85 SERVICE PROVIDER SECURITY ASSESSMENT QUESTIONNAIRE ................................................... 85 SERVICE PROVIDER SECURITY REPRESENTATION .......................................................................... 85 SAFEGUARDS AGAINST THEFT AND FRAUD ...................................................................................... 86 PRICE ADJUSTMENTS (JAN 2006)............................................................................................................ 86 PRICING DATA -- AUDIT -- INSPECTION (JAN 2006)............................................................................ 86 PRIVACY – WEB SERVICES (JAN 2006) .................................................................................................. 87 RELATIONSHIP OF THE PARTIES (JAN 2006) ........................................................................................ 87 RELATIONSHIP OF USING GOVERNMENTAL UNITS (JAN 2006)...................................................... 87 SOFTWARE LICENSES (JAN 2006) ........................................................................................................... 87 SHIPPING / RISK OF LOSS (JAN 2006) ..................................................................................................... 88 DELIVERY / PERFORMANCE LOCATION – PURCHASE ORDER (JAN 2006) .................................... 88 STATEWIDE CONTRACT ........................................................................................................................... 88 STORAGE OF MATERIALS (JAN 2006) .................................................................................................... 88 TERM OF CONTRACT -- EFFECTIVE DATE / INITIAL CONTRACT PERIOD (JAN 2006) ................. 88 TERM OF CONTRACT -- OPTION TO RENEW (JAN 2006) .................................................................... 89 TERMINATION FOR CONVENIENCE (JAN 2006) .................................................................................. 89 WARRANTY – STANDARD (JAN 2006) ................................................................................................... 90 SECTION VIII. BIDDING SCHEDULE / PRICE PROPOSAL ............................................................................ 91 PRICE PROPOSAL (JAN 2006) ................................................................................................................... 91 PRICE PROPOSAL NARRATIVE ............................................................................................................... 91 PRICE PROPOSAL (JAN 2006) ................................................................................................................... 91 RISK MANAGEMENT ................................................................................................................................. 91 E-RATE.......................................................................................................................................................... 91 COST ASSUMPTIONS, CONDITIONS AND CONSTRAINTS ................................................................. 91
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SECTION IX. ATTACHMENTS TO SOLICITATION ......................................................................................... 92 NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT ................................................................... 92 ATTACHMENT A: TELEPHONY INVENTORY .............................................................................. 93 ATTACHMENT B: DIAGRAM OF EXISTING TELEPHONY NETWORK..................................... 94 ATTACHMENT C: DIAGRAM OF EXISTING DATA NETWORK................................................. 95 ATTACHMENT D: STATION MESSAGE DETAIL RECORDING DATA ELEMENTS ................ 96 ATTACHMENT E: SERVICE PROVIDER SECURITY ASSESSMENT QUESTIONNAIRE ......... 97 ATTACHMENT F: NON-RESIDENT TAXPAYER REGISTRATION AFFIDAVIT INCOME....... 98 GLOSSARY ................................................................................................................... 100 ATTACHMENT G:
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SECTION I. SCOPE OF SOLICITATION ACQUIRE SERVICES and SUPPLIES / EQUIPMENT The purpose of this solicitation is to acquire services and supplies or equipment complying with the enclosed description and/or specifications and conditions. It is the intent of the State of South Carolina (State), Information Technology Management Office, on behalf of the Division of Technology (DoT), to solicit proposals from qualified Offerors to provide SIP-enabled (Session Initiation Protocol) services for 1) hosted Voice over Internet Protocol (VoIP) and Messaging, 2) hosted Contact Centers, and 3) hosted Interactive Voice Response (IVR) in accordance with all requirements herein. The solutions will provide full Session Initiation Protocol (SIP) based Private Branch Exchange (PBX) functionality from the Offeror’s own Tier 3 or Tier 4 data center located exclusively within the contiguous United States. Selected Offerors will be expected to participate in statewide procurement contracts for the solutions described in the three lots herein and to provide services to individual government entities on the basis of those statewide contracts. The State requires Offerors of these services to specify how they will comply with data security policies and standards across all elements of their proposed solutions. Digitized voice and messaging services are now network data and as such must be protected to the same level as all network data. Information services provided to and for the State are required to meet State and Federal security policies and standards, as well as being able to ensure compliance with data protection standards for the relevant data they host. The Division of Technology (DoT) is a major operating unit of the South Carolina Budget and Control Board. The Budget and Control Board has broad responsibilities for a number of central administrative and support functions in South Carolina state government. DoT performs a number of functions related to the provision, use, security, privacy and administration of information technology in state government. The purpose of DoT is to set the direction for the state’s use of technology and to make government more efficient, accountable and accessible to citizens through the use of information technology. The DoT’s Division of Technology Operations manages the state’s data center, backbone network and telecommunications services and promotes the cost-effective uses of technology in state and local government. DoT currently provides telecommunications services to the State based on S.C. Code Ann. Section 1-11-430. Currently, South Carolina state agencies and entities employ a combination of legacy PBX and Centrex/Essex systems, analog key systems, and managed IP telephony under the terms of an existing statewide term contract (Legacy PBX Telephone Services contract, Local Telephone Services contract, key telephone systems, and the VoIP contract). The objective of the present solicitation is to replace the existing systems and services with enterprise hosted VoIP and messaging solutions via multiple contract vendors. A second lot under the present solicitation deals with the provision of hosted IP call center/contact center solutions via multiple vendors. A third lot addresses the requirements of a hosted interactive voice response (IVR) solution via multiple contract vendors. Other Contractors may be added throughout the life of this Contract if the Division of Technology determines there is a need. The State’s current telecommunications systems and services are diverse and complex, creating considerable challenges in migrating to the new solution. Until the migration to the hosted environment has been completed, the state agencies and entities will retain existing systems and services under the existing statewide term contracts (Legacy PBX Telephone Services contract, Local Telephone Services contract, key telephone systems, and the VoIP contract). Among the state agencies and entities currently employing telephony solutions, a significant number seek a limited package of IP telephony capabilities, analogous to those provided under the current statewide term contract, for budgetary reasons. Other agencies and entities are eager to deploy advanced capabilities of unified communications (UC) solutions, such as soft phone applications and mobile clients, and advanced “Find Me, Follow Me” options. At an enterprise level, DoT envisions the demands of an increasingly mobile workforce and the escalating expectations of citizens for open, transparent and accessible public information and services driving an accelerated migration in the direction of unified communications capabilities over the life-span of this solicitation. For that reason, Offerors will be expected to configure their proposed services with a basic, affordable set of features for
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entry level users accompanied by a schedule of a la carte or tiered, bundled advanced functions that can be scaled to the evolving needs of enterprise users. The selected Offerors must be aligned with the following high-level requirements/goals: • Extended term contract partnership with the State • Provision of modern, standardized and secure technologies delivered via a hosted solution • Support multi-tenant and varying levels of service per tenant • Support customer deployments of varying size and scale • Enable localized support for the individual customer • Provide Tier 1, Tier 2 and Tier 3 support services • Support Reporting and Direct Billing for individual entities with all data being made available to the DTO contract manager TELECOMMUNICATIONS AUTHORITY & PROCUREMENT CODE EXEMPTION All Offerors are advised that the services requested under this RFP are being acquired using the Budget and Control Board’s Division of Technology’s Telecommunications Authority as set forth in Section 1-11-430 of the South Carolina Code of Laws and the South Carolina Consolidated Procurement Code Exemption #114 (7/14/93). After reviewing this solicitation document, Offerors should advise the State of any problems they perceive where this may bear upon their ability to comply. Such questions and/or concerns must be presented in writing to the Procurement Official listed above by the date and time specified on the front of the solicitation. S.C. Code Ann. Section 1-11-430 (Telecommunications Authority) This code section requires that all state entities be treated as a single enterprise for purposes of securing and utilizing local and long distance telecommunications equipment and services. The Board is directed to secure and coordinate the supply of all telecommunications equipment and services for the state government enterprise. No entity of state government may enter into an agreement or renew an existing agreement for telecommunications services without Board approval. “In post-divestiture circumstances, the State, its boards, committees, commissions, councils, and agencies, and other entities excluding counties, municipalities, and special service and school districts must be treated as a single enterprise for purposes of securing and utilizing local and long distance telecommunications equipment and services. The State Budget and Control Board shall secure all telecommunications equipment and services for the state government enterprise under terms it considers suitable and coordinate the supply of the equipment and services for state government use. No entity of state government may enter into an agreement or renew an existing agreement for telecommunications services unless approved by the board.” MAXIMUM CONTRACT PERIOD - ESTIMATED Start date: 4/10/2015 End date: 4/9/2022. Dates provided are estimates only. Any resulting contract will begin on the date specified in the notice of award. See clause entitled "Term of Contract - Effective Date/Initial Contract Period". [01-1040-1]
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SECTION II. INSTRUCTIONS TO OFFERORS - A. GENERAL INSTRUCTIONS DEFINITIONS (JAN 2006) EXCEPT AS OTHERWISE PROVIDED HEREIN, THE FOLLOWING DEFINITIONS ARE APPLICABLE TO ALL PARTS OF THE SOLICITATION. AMENDMENT means a document issued to supplement the original solicitation document. BOARD means the South Carolina Budget & Control Board. BUYER means the Procurement Officer. CHANGE ORDER means any written alteration in specifications, delivery point, rate of delivery, period of performance, price, quantity, or other provisions of any contract accomplished by mutual agreement of the parties to the contract. CONTRACT See clause entitled Contract Documents & Order of Precedence. CONTRACT MODIFICATION means a written order signed by the Procurement Officer, directing the contractor to make changes which the changes clause of the contract authorizes the Procurement Officer to order without the consent of the contractor. CONTRACTOR means the Offeror receiving an award as a result of this solicitation. COVER PAGE means the top page of the original solicitation on which the solicitation is identified by number. Offerors are cautioned that Amendments may modify information provided on the Cover Page. OFFER means the bid or proposal submitted in response this solicitation. The terms Bid and Proposal are used interchangeably with the term Offer. OFFEROR means the single legal entity submitting the offer. The term Bidder is used interchangeably with the term Offeror. See bidding provisions entitled Signing Your Offer and Bid/Proposal as Offer to Contract. ORDERING ENTITY Using Governmental Unit that has submitted a Purchase Order. PAGE TWO means the second page of the original solicitation, which is labeled Page Two. PROCUREMENT OFFICER means the person, or his successor, identified as such on the Cover Page. YOU and YOUR means Offeror. SOLICITATION means this document, including all its parts, attachments, and any Amendments. STATE means the Using Governmental Unit(s) identified on the Cover Page. SUBCONTRACTOR means any person having a contract to perform work or render service to Contractor as a part of the Contractor's agreement arising from this solicitation. USING GOVERNMENTAL UNIT means the unit(s) of government identified as such on the Cover Page. If the Cover Page names a Statewide Contract as the Using Governmental Unit, the Solicitation seeks to establish a Statewide Contract open for use by all South Carolina Public Procurement Units. WORK means all labor, materials, equipment and services provided or to be provided by the Contractor to fulfill the Contractor's obligations under the Contract. [02-2A003-1]
AMENDMENTS TO SOLICITATION (JAN 2004) (a) The Solicitation may be amended at any time prior to opening. All actual and prospective Offerors should monitor the following web site for the issuance of Amendments: www.procurement.sc.gov (b) Offerors shall acknowledge receipt of any amendment to this solicitation (1) by signing and returning the amendment, (2) by identifying the amendment number and date in the space provided for this purpose on Page Two, (3) by letter, or (4) by submitting a bid that indicates in some way that the bidder received the amendment. (c) If this solicitation is amended, then all terms and conditions which are not modified remain unchanged. [02-2A005-1]
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AWARD NOTIFICATION (NOV 2007) Notice regarding any award or cancellation of award will be posted at the location specified on the Cover Page. If the contract resulting from this Solicitation has a total or potential value of fifty thousand dollars or more, such notice will be sent to all Offerors responding to the Solicitation. Should the contract resulting from this Solicitation have a total or potential value of one hundred thousand dollars or more, such notice will be sent to all Offerors responding to the Solicitation. BID/PROPOSAL AS OFFER TO CONTRACT (JAN 2004) By submitting Your Bid or Proposal, You are offering to enter into a contract with the Using Governmental Unit(s). Without further action by either party, a binding contract shall result upon final award. Any award issued will be issued to, and the contract will be formed with, the entity identified as the Offeror on the Cover Page. An Offer may be submitted by only one legal entity; "joint bids" are not allowed. [02-2A015-1] BID ACCEPTANCE PERIOD (JAN 2004) In order to withdraw Your Offer after the minimum period specified on the Cover Page, You must notify the Procurement Officer in writing. [02-2A020-1] BID IN ENGLISH and DOLLARS (JAN 2004) Offers submitted in response to this solicitation shall be in the English language and in US dollars, unless otherwise permitted by the Solicitation. [02-2A025-1] BOARD AS PROCUREMENT AGENT (JAN 2004) (a) Authorized Agent. All authority regarding the conduct of this procurement is vested solely with the responsible Procurement Officer. Unless specifically delegated in writing, the Procurement Officer is the only government official authorized to bind the government with regard to this procurement. (b) Purchasing Liability. The Procurement Officer is an employee of the Board acting on behalf of the Using Governmental Unit(s). Any contracts awarded as a result of this procurement are between the Contractor and the Using Governmental Units(s). The Board is not a party to such contracts, unless and to the extent that the board is a using governmental unit, and bears no liability for any party's losses arising out of or relating in any way to the contract. [02-2A030-1] CERTIFICATE OF INDEPENDENT PRICE DETERMINATION (MAY 2008) GIVING FALSE, MISLEADING, OR INCOMPLETE INFORMATION ON THIS CERTIFICATION MAY RENDER YOU SUBJECT TO PROSECUTION UNDER SECTION 16-9-10 OF THE SOUTH CAROLINA CODE OF LAWS AND OTHER APPLICABLE LAWS. (a) By submitting an offer, the Offeror certifies that(1) The prices in this offer have been arrived at independently, without, for the purpose of restricting competition, any consultation, communication, or agreement with any other Offeror or competitor relating to(i) Those prices; (ii) The intention to submit an offer; or (iii) The methods or factors used to calculate the prices offered. (2) The prices in this offer have not been and will not be knowingly disclosed by the Offeror, directly or indirectly, to any other Offeror or competitor before bid opening (in the case of a sealed bid solicitation) or contract award (in the case of a negotiated solicitation) unless otherwise required by law; and (3) No attempt has been made or will be made by the Offeror to induce any other concern to submit or not to submit an offer for the purpose of restricting competition. (b) Each signature on the offer is considered to be a certification by the signatory that the signatory(1) Is the person in the Offerors organization responsible for determining the prices being offered in this bid or proposal, and that the signatory has not participated and will not participate in any action contrary to paragraphs (a)(1) through (a)(3) of this certification; or
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(2)(i) Has been authorized, in writing, to act as agent for the Offerors principals in certifying that those principals have not participated, and will not participate in any action contrary to paragraphs (a)(1) through (a)(3) of this certification [As used in this subdivision (b)(2)(i), the term "principals" means the person(s) in the Offerors organization responsible for determining the prices offered in this bid or proposal]; (ii) As an authorized agent, does certify that the principals referenced in subdivision (b)(2)(i) of this certification have not participated, and will not participate, in any action contrary to paragraphs (a)(1) through (a)(3) of this certification; and (iii) As an agent, has not personally participated, and will not participate, in any action contrary to paragraphs (a)(1) through (a)(3) of this certification. (c) If the Offeror deletes or modifies paragraph (a)(2) of this certification, the Offeror must furnish with its offer a signed statement setting forth in detail the circumstances of the disclosure. [02-2A032-1] CERTIFICATION REGARDING DEBARMENT AND OTHER RESPONSIBILITY MATTERS (a) (1) By submitting an Offer, Offeror certifies, to the best of its knowledge and belief, that(i) Offeror and/or any of its Principals(A) Are not presently debarred, suspended, proposed for debarment, or declared ineligible for the award of contracts by any state or federal agency; (B) Have not, within a three-year period preceding this offer, been convicted of or had a civil judgment rendered against them for: commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, state, or local) contract or subcontract; violation of Federal or state antitrust statutes relating to the submission of offers; or commission of embezzlement, theft, forgery, bribery, falsification or destruction of records, making false statements, tax evasion, or receiving stolen property; and (C) Are not presently indicted for, or otherwise criminally or civilly charged by a governmental entity with, commission of any of the offenses enumerated in paragraph (a)(1)(i)(B) of this provision. (D) Are not presently engaged in investment activities in Iran as defined in S.C. Code section 11-57-300 of the Iran Divestment Act of 2014. (ii) Offeror has not, within a three-year period preceding this offer, had one or more contracts terminated for default by any public (Federal, state, or local) entity. (2) "Principals," for the purposes of this certification, means officers; directors; owners; partners; and, persons having primary management or supervisory responsibilities within a business entity (e.g., general manager; plant manager; head of a subsidiary, division, or business segment, and similar positions). (b) Offeror shall provide immediate written notice to the Procurement Officer if, at any time prior to contract award, Offeror learns that its certification was erroneous when submitted or has become erroneous by reason of changed circumstances. (c) If Offeror is unable to certify the representations stated in paragraphs (a)(1), Offeror must submit a written explanation regarding its inability to make the certification. The certification will be considered in connection with a review of the Offeror’s responsibility. Failure of the Offeror to furnish additional information as requested by the Procurement Officer may render the Offeror non-responsible. (d) Nothing contained in the foregoing shall be construed to require establishment of a system of records in order to render, in good faith, the certification required by paragraph (a) of this provision. The knowledge and information of an Offeror is not required to exceed that which is normally possessed by a prudent person in the ordinary course of business dealings. (e) The certification in paragraph (a) of this provision is a material representation of fact upon which reliance was placed when making award. If it is later determined that the Offeror knowingly or in bad faith rendered an erroneous certification, in addition to other remedies available to the State, the Procurement Officer may terminate the contract resulting from this solicitation for default.
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CODE OF LAWS AVAILABLE The South Carolina Code of Laws is available at: http://www.scstatehouse.gov/code/statmast.php The South Carolina Regulations are available at: http://www.scstatehouse.gov/coderegs/statmast.php COMPLETION OF FORMS/CORRECTION OF ERRORS (JAN 2006) All prices and notations should be printed in ink or typewritten. Errors should be crossed out, corrections entered and initialed by the person signing the bid. Do not modify the solicitation document itself (including bid schedule). (Applicable only to offers submitted on paper.) [02-2A045-1] DISCLOSURE OF CONFLICTS OF INTEREST OR UNFAIR COMPETITIVE ADVANTAGE (MAY 2011) You warrant and represent that your offer identifies and explains any unfair competitive advantage you may have in competing for the proposed contract and any actual or potential conflicts of interest that may arise from your participation in this competition or your receipt of an award. The two underlying principles are (a) preventing the existence of conflicting roles that might bias a contractor's judgment, and (b) preventing an unfair competitive advantage. If you have an unfair competitive advantage or a conflict of interest, the state may withhold award. Before withholding award on these grounds, an Offeror will be notified of the concerns and provided a reasonable opportunity to respond. Efforts to avoid or mitigate such concerns, including restrictions on future activities, may be considered. [02-2A047-1] DEADLINE FOR SUBMISSION OF OFFER Any offer received after the Procurement Officer of the governmental body or his designee has declared that the time set for opening has arrived, shall be rejected unless the offer has been delivered to the designated purchasing office or the governmental bodies mail room which services that purchasing office prior to the bid opening. DRUG FREE WORK PLACE CERTIFICATION (JAN 2004) By submitting an Offer, Contractor certifies that, if awarded a contract, Contractor will comply with all applicable provisions of The Drug-free Workplace Act, Title 44, Chapter 107 of the South Carolina Code of Laws, as amended. [02-2A065-1] DUTY TO INQUIRE (JAN 2006) Offeror, by submitting an Offer, represents that it has read and understands the Solicitation and that its Offer is made in compliance with the Solicitation. Offerors are expected to examine the Solicitation thoroughly and should request an explanation of any ambiguities, discrepancies, errors, omissions, or conflicting statements in the Solicitation. Failure to do so will be at the Offeror’s risk. Offeror assumes responsibility for any patent ambiguity in the Solicitation that Offeror does not bring to the State's attention. [02-2A070-1] ETHICS CERTIFICATE (MAY 2008) By submitting an offer, the Offeror certifies that the Offeror has and will comply with, and has not, and will not, induce a person to violate Title 8, Chapter 13 of the South Carolina Code of Laws, as amended (ethics act). The following statutes require special attention: Section 8-13-700, regarding use of official position for financial gain; Section 8-13-705, regarding gifts to influence action of public official; Section 8-13-720, regarding offering money for advice or assistance of public official; Sections 8-13-755 and 8-13-760, regarding restrictions on employment by former public official; Section 8-13-775, prohibiting public official with economic interests from acting on contracts; Section 8-13-790, regarding recovery of kickbacks; Section 8-13-1150, regarding statements to be filed by consultants; and Section 8-13-1342, regarding restrictions on contributions by contractor to candidate who participated in awarding of contract. The state may rescind any contract and recover all amounts expended as a result of any action taken in violation of this provision. If contractor participates, directly or indirectly, in the evaluation or award of public contracts, including without limitation, change orders or task orders regarding a public contract, contractor shall, if required by law to file such a statement, provide the statement required by Section 8-131150 to the procurement officer at the same time the law requires the statement to be filed. [02-2A075-2] OMIT TAXES FROM PRICE (JAN 2004) Do not include any sales or use taxes in Your price that the State may be required to pay. [02-2A080-1]
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PUBLIC OPENING (JAN 2004) Offers will be publicly opened at the date/time and at the location identified on the Cover Page, or last Amendment, whichever is applicable. [02-2A090-1] QUESTIONS FROM OFFERORS (JAN 2004) (a) Any prospective Offeror desiring an explanation or interpretation of the solicitation, drawings, specifications, etc., must request it in writing. Questions must be received by the Procurement Officer no later than five (5) days prior to opening unless otherwise stated on the Cover Page. Label any communication regarding your questions with the name of the procurement officer, and the solicitation's title and number. Oral explanations or instructions will not be binding. Any information given a prospective Offeror concerning a solicitation will be furnished promptly to all other prospective Offerors as an Amendment to the solicitation, if that information is necessary for submitting offers or if the lack of it would be prejudicial to other prospective Offerors. (b) The State seeks to permit maximum practicable competition. Offerors are urged to advise the Procurement Officer -- as soon as possible -- regarding any aspect of this procurement, including any aspect of the Solicitation, that unnecessarily or inappropriately limits full and open competition. [02-2A095-1] REJECTION/CANCELLATION The State may cancel this solicitation in whole or in part. The State may reject any or all proposals in whole or in part. RESPONSIVENESS/IMPROPER OFFERS (a) Bid as Specified. Offers for supplies or services other than those specified will not be considered unless authorized by the Solicitation. (b) Multiple Offers. Offerors may submit more than one Offer, provided that each Offer has significant differences other than price. Each separate Offer must satisfy all Solicitation requirements. If this solicitation is an Invitation for Bids, each separate offer must be submitted as a separate document. If this solicitation is a Request for Proposals, multiple offers may be submitted as one document, provided that you clearly differentiate between each offer and you submit a separate cost proposal for each offer, if applicable. (c) Responsiveness. Any Offer which fails to conform to the material requirements of the Solicitation may be rejected as nonresponsive. Offers which impose conditions that modify material requirements of the Solicitation may be rejected. If a fixed price is required, an Offer will be rejected if the total possible cost to the State cannot be determined. Offerors will not be given an opportunity to correct any material nonconformity. Any deficiency resulting from a minor informality may be cured or waived at the sole discretion of the Procurement Officer. (d) Price Reasonableness: Any offer may be rejected if the Procurement Officer determines in writing that it is unreasonable as to price. (e) Unbalanced Bidding. The State may reject an Offer as nonresponsive if the prices bid are materially unbalanced between line items or subline items. A bid is materially unbalanced when it is based on prices significantly less than cost for some work and prices which are significantly overstated in relation to cost for other work, and if there is a reasonable doubt that the bid will result in the lowest overall cost to the State even though it may be the low evaluated bid, or if it is so unbalanced as to be tantamount to allowing an advance payment. RESTRICTIONS APPLICABLE TO OFFERORS (JAN 2004) Violation of these restrictions may result in disqualification of your offer, suspension or debarment, constitute a violation of the state Ethics Act. (a) After issuance of the solicitation, you agree not to discuss this procurement activity in any the Using Governmental Unit or its employees, agents or officials. All communications must with the Procurement Officer. This restriction may be lifted by express written permission Procurement Officer. This restriction expires once a contract has been formed.
and may way with be solely from the
(b) Unless otherwise approved in writing by the Procurement Officer, you agree not to give anything to any Using Governmental Unit or its employees, agents or officials prior to award. [02-2A110-1]
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SIGNING YOUR OFFER (JAN 2004) Every Offer must be signed by an individual with actual authority to bind the Offeror. (a) If the Offeror is an individual, the Offer must be signed by that individual. If the Offeror is an individual doing business as a firm, the Offer must be submitted in the firm name, signed by the individual, and state that the individual is doing business as a firm. (b) If the Offeror is a partnership, the Offer must be submitted in the partnership name, followed by the words by its Partner, and signed by a general partner. (c) If the Offeror is a corporation, the Offer must be submitted in the corporate name, followed by the signature and title of the person authorized to sign. (d) An Offer may be submitted by a joint venture involving any combination of individuals, partnerships, or corporations. If the Offeror is a joint venture, the Offer must be submitted in the name of the Joint Venture and signed by every participant in the joint venture in the manner prescribed in paragraphs (a) through (c) above for each type of participant. (e) If an Offer is signed by an agent, other than as stated in subparagraphs (a) through (d) above, the Offer must state that is has been signed by an Agent. Upon request, Offeror must provide proof of the agent's authorization to bind the principal. [02-2A115-1] STATE OFFICE CLOSINGS (JAN 2004) If an emergency or unanticipated event interrupts normal government processes so that offers cannot be received at the government office designated for receipt of bids by the exact time specified in the solicitation, the time specified for receipt of offers will be deemed to be extended to the same time of day specified in the solicitation on the first work day on which normal government processes resume. In lieu of an automatic extension, an Amendment may be issued to reschedule bid opening. If state offices are closed at the time a pre-bid or pre-proposal conference is scheduled, an Amendment will be issued to reschedule the conference. Useful information may be available at: http://scemd.org/index.php/department/response/severe-winter-weather. [02-2A120-2] SUBMITTING CONFIDENTIAL INFORMATION For every document Offeror submits in response to or with regard to this solicitation or request, Offeror must separately mark with the word "CONFIDENTIAL" every page, or portion thereof, that Offeror contends contains information that is exempt from public disclosure because it is either (a) a trade secret as defined in Section 30-440(a)(1), or (b) privileged and confidential. [Privileged and confidential information is information in specific detail not customarily released to the general public, the release of which might cause harm to the competitive position of the party supplying the information. Examples of this type of information include: (1) customer lists; (2) design recommendations and identification of prospective problem areas under an RFP; (3) design concepts, including methods and procedures; (4) biographical data on key employees of the bidder.] For every document Offeror submits in response to or with regard to this solicitation or request, Offeror must separately mark with the words "TRADE SECRET" every page, or portion thereof, that Offeror contends contains a trade secret as that term is defined by Section 39-8-20 of the Trade Secrets Act. Responsibility of the bidder or Offeror shall be ascertained for each contract let by the State based upon full disclosure to the procurement officer concerning capacity to meet the terms of the contracts and based upon past record of performance for similar contracts. Except as otherwise provided by law, such information furnished by a bidder or Offeror addressing responsibility shall not be disclosed outside of the offices of the board, the Office of the Attorney General, or the purchasing agency without prior written consent by the bidder or Offeror. However, for every document Offeror submits in response to or with regard to this solicitation or request concerning responsibility, Offeror must separately mark with the word "PROTECTED" every page, or portion thereof, that Offeror contends is protected. All markings must be conspicuous; use color, bold, underlining, or some other method in order to conspicuously distinguish the mark from the other text. Do not mark your entire response (bid, proposal, quote, etc.) as confidential, trade secret, or protected.
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If your response or any part thereof, is improperly marked as confidential or trade secret or protected, the State may, in its sole discretion, determine it nonresponsive. If only portions of a page are subject to some protection, do not mark the entire page. By submitting a response to this solicitation or request, Offeror (1) agrees to the public disclosure of every page of every document regarding this solicitation or request that was submitted at any time prior to entering into a contract (including, but not limited to, documents contained in a response, documents submitted to clarify a response, and documents submitted during negotiations), unless the page is conspicuously marked "TRADE SECRET" or "CONFIDENTIAL" or "PROTECTED", (2) agrees that any information not marked, as required by these bidding instructions, as a "Trade Secret" is not a trade secret as defined by the Trade Secrets Act, and (3) agrees that, notwithstanding any claims or markings otherwise, any prices, commissions, discounts, or other financial figures used to determine the award, as well as the final contract amount, are subject to public disclosure. In determining whether to release documents, the State will detrimentally rely on Offeror’ s marking of documents, as required by these bidding instructions, as being either "Confidential" or "Trade Secret" or "PROTECTED". By submitting a response, Offeror agrees to defend, indemnify and hold harmless the State of South Carolina, its officers and employees, from every claim, demand, loss, expense, cost, damage or injury, including attorney's fees, arising out of or resulting from the State withholding information that Offeror marked as "confidential" or "trade secret" or "PROTECTED". SUBMITTING YOUR OFFER OR MODIFICATION (JAN 2004) (a) Offers and offer modifications shall be submitted in sealed envelopes or packages (unless submitted by electronic means) – (1) Addressed to the office specified in the Solicitation; and (2) Showing the time and date specified for opening, the solicitation number, and the name and address of the bidder. (b) If you are responding to more than one solicitation, each offer must be submitted in a different envelope or package. (c) Each Offeror must submit the number of copies indicated on the Cover Page. (d) Offerors using commercial carrier services shall ensure that the Offer is addressed and marked on the outermost envelope or wrapper as prescribed in paragraphs (a)(1) and (2) of this provision when delivered to the office specified in the Solicitation. (e) Facsimile or e-mail offers, modifications, or withdrawals, will not be considered unless authorized by the Solicitation. (f) Offers submitted by electronic commerce shall be considered only if the electronic commerce method was specifically stipulated or permitted by the solicitation. [02-2A130-1] TAX CREDIT FOR SUBCONTRACTING WITH DISADVANTAGED SMALL BUSINESSES (JAN 2008) Pursuant to Section 12-6-3350, a taxpayer having a contract with this State who subcontracts with a socially and economically disadvantaged small business is eligible for an income tax credit equal to four percent of the payments to that subcontractor for work pursuant to the contract. The subcontractor must be certified as a socially and economically disadvantaged small business as defined in Section 11-35-5010 and regulations pursuant to it. The credit is limited to a maximum of fifty thousand dollars annually. A taxpayer is eligible to claim the credit for ten consecutive taxable years beginning with the taxable year in which the first payment is made to the subcontractor that qualifies for the credit. After the above ten consecutive taxable years, the taxpayer is no longer eligible for the credit. A taxpayer claiming the credit shall maintain evidence of work performed for the contract by the subcontractor. The credit may be claimed on Form TC-2, "Minority Business Credit." A copy of the subcontractor's certificate from the Governor's Office of Small and Minority Business (OSMBA) is to be attached to the contractor's income tax return. Questions regarding the tax credit and how to file are to be referred to: SC Department of Revenue, Research and Review, Phone: (803) 898-5786, Fax: (803) 898-5888. Questions regarding subcontractor
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certification are to be referred to: Governor's Office of Small and Minority Business Assistance, Phone: (803) 7340657, Fax: (803) 734-2498. [02-2A135-1] TAXPAYER IDENTIFICATION NUMBER (JAN 2004) (a) If Offeror is owned or controlled by a common parent as defined in paragraph (b) of this provision, Offeror shall submit with its Offer the name and TIN of common parent. (b) Definitions: "Common parent," as used in this provision, means that corporate entity that owns or controls an affiliated group of corporations that files its Federal income tax returns on a consolidated basis, and of which the Offeror is a member. "Taxpayer Identification Number (TIN)," as used in this provision, means the number required by the Internal Revenue Service (IRS) to be used by the Offeror in reporting income tax and other returns. The TIN may be either a Social Security Number or an Employer Identification Number. (c) If Offeror does not have a TIN, Offeror shall indicate if either a TIN has been applied for or a TIN is not required. If a TIN is not required, indicate whether (i) Offeror is a nonresident alien, foreign corporation, or foreign partnership that does not have income effectively connected with the conduct of a trade or business in the United States and does not have an office or place of business or a fiscal paying agent in the United States; (ii) Offeror is an agency or instrumentality of a state or local government; (iii) Offeror is an agency or instrumentality of a foreign government; or (iv) Offeror is an agency or instrumentality of the Federal Government. [02-2A140-1] VENDOR REGISTRATION MANDATORY (JAN 2006) You must have a state vendor number to be eligible to submit an offer. To obtain a state vendor number, visit www.procurement.sc.gov and select New Vendor Registration. (To determine if your business is already registered, go to "Vendor Search"). Upon registration, you will be assigned a state vendor number. Vendors must keep their vendor information current. If you are already registered, you can update your information by selecting Change Vendor Registration. (Please note that vendor registration does not substitute for any obligation to register with the S.C. Secretary of State or S.C. Department of Revenue. You can register with the agencies at http://www.scbos.com/default.htm). [02-2A145-1] WITHDRAWAL OR CORRECTION OF OFFER (A) General Procedure. Offers may be withdrawn by written notice received at any time before the exact time set for opening. An Offeror must submit in writing to the procurement officer a request to either correct or withdraw an offer. Each written request must document the fact that the Offeror’s mistake is clearly an error that will cause him substantial loss. (B) Cancellation of Award Prior to Performance. After an award or notification of intent to award, whichever is earlier, has been issued but before performance has begun, the award or contract may be canceled and either re-awarded or a new solicitation issued or the existing solicitation canceled, if the Chief Procurement Officer determines in writing that: (1) Inadequate or ambiguous specifications were cited in the invitation; (2) Specifications have been revised; (3) The supplies, services, information technology, or construction being procured are no longer required; (4) The invitation did not provide for consideration of all factors of cost to the State, such as cost of transporting state furnished property to bidders' plants; (5) Bids received indicate that the needs of the State can be satisfied by a less expensive article differing from that on which the bids were invited; (6) The bids were not independently arrived at in open competition, were collusive, or were submitted in bad faith; (7) Administrative error of the purchasing agency discovered prior to performance, or (8) For other reasons, cancellation is clearly in the best interest of the State.
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SECTION II. INSTRUCTIONS TO OFFERORS -- B. SPECIAL INSTRUCTIONS Offeror must submit one copy of each bid proposal and one redacted copy of each bid proposal on separate optical discs (CD/DVD). In addition to submission of bids on optical media; Offeror must provide seven (7) printed, color copies of each bid document for use by the State’s evaluation committee. CONTENTS OF OFFER (RFP) -- ITMO (JAN 2006) The contents of your offer must be divided into two parts, the technical proposal and the business proposal. Each part should be bound in a single volume. [02-2B035-1] CONTENTS OF OFFER (RFP) -- ITMO (a) Offers should be complete and carefully worded and should convey all of the information requested. (b) Offers should be prepared simply and economically, providing a straightforward, concise description of Offeror’s capabilities to satisfy the requirements of the RFP. Emphasis should be on completeness and clarity of content. (c) The contents of your offer must be divided into two parts, the technical proposal and the price proposal. Each part should be bound in a single volume. (d) If your offer includes any comment over and above the specific information requested in the solicitation, you are to include this information as a separate appendix to your offer. Offers which include either modifications to any of the solicitation's contractual requirements or an Offeror’s standard terms and conditions may be deemed nonresponsive and not considered for award. CLARIFICATION The Procurement Officer may elect to communicate with you after opening for the purpose of clarifying either your offer or the requirements of the solicitation. Such communications may be conducted only with Offerors who have submitted an offer which obviously conforms in all material aspects to the solicitation. Clarification of an offer must be documented in writing and included with the offer. Clarifications may not be used to revise an offer or the solicitation. DISCUSSIONS and NEGOTIATIONS Submit your best terms from a cost or price and from a technical standpoint. Your proposal may be evaluated and your offer accepted without any discussions, negotiations, or prior notice. Ordinarily, nonresponsive proposals will be rejected outright. Nevertheless, the State may elect to conduct discussions, including the possibility of limited proposal revisions, but only for those proposals reasonably susceptible of being selected for award. If improper revisions are submitted, the State may elect to consider only your unrevised initial proposal. The State may also elect to conduct negotiations, beginning with the highest ranked Offeror, or seek best and final offers. If negotiations are conducted, the State may elect to disregard the negotiations and accept your original proposal. MAGNETIC MEDIA – REQUIRED FORMAT (JAN 2006): As noted on the cover page, an original hard copy of your offer must be accompanied by the specified number of copies in the following electronic format: compact disk (CD) in one of the following formats: CD-R, DVD, ROM, DVD-R, or DVD+R . Formats such as CD-RW, DVD-RAM, DVD-RW, DVD-+RW, or DVIX are not acceptable and will result in the Offeror’s proposal being rejected. Every CD must be labeled with Offeror’s name, solicitation number, and specify whether contents address technical proposal or price proposal. If multiple CD sets are provided, each CD in the set must be appropriately identified as to its relationship to the set, e.g., 1 of 2. Each CD must be identical to the original hard copy. File format shall be MS Word 97 or later. [02-2B070-1] OFFERING BY LOT (JAN 2006): Offers may be submitted for one or more complete lots. Failure to offer on all items within a lot will be reason for rejection. [02-2B095-1]
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ON-LINE BIDDING INSTRUCTIONS (NOV 2007): (a) Mandatory Registration: For on-line bidding, you must register before you can submit an offer! See instructions in clause entitled “VENDOR REGISTRATION MANDATORY”. (b) Steps for On-Line Bidding: #1 The link provided on the solicitation’s Cover Page will take you to our web based on-line bidding system, where you will enter and/or upload your offer. #2 Follow the general user instructions posted at www.procurement.sc.gov under the heading “Submitting Offers On-Line”. [02-2B105-1] OPENING PROPOSALS -- PRICES NOT DIVULGED In competitive sealed proposals, prices will not be divulged at opening.
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SECTION III. SCOPE OF WORK/SPECIFICATIONS It is the intent of the State of South Carolina (State), Information Technology Management Office, on behalf of the Division of Technology (DoT), to solicit proposals from qualified Offerors to provide SIP-enabled (Session Initiation Protocol) services for hosted Voice over Internet Protocol (VoIP) and Messaging, for hosted Contact Centers, and for hosted Interactive Voice Response (IVR). All services provided shall be in a multi-tenant design for South Carolina state government Using Governmental Units (UGUs). The services shall be provided and managed by the Offeror from the Offeror’s Tier 3 or Tier 4 Data Center (as defined in the Glossary) located within the contiguous United States and shall be delivered directly to the State’s UGUs. The Offeror shall provide the following high-level requirements: • Extended term partnership with the State • Provide modern, standardized and secure technologies delivered via a hosted solution that resides in a Data Center within the continental United States • Support multi-tenant and varying levels of service per tenant partition • Support UGU deployments ranging in scale from 1 line to 5,000+ lines • Provide Tier 1, Tier 2 and Tier 3 support services • Support reporting and direct billing for individual UGUs Most state agencies have Headquarter offices in Columbia, SC and are accessible via a state managed MetroNet. The MetroNet is a city-wide network that encompasses most of Columbia, South Carolina. It is a Division of Technology managed network which conforms to a three tier design with core and distribution routers and access switches. It has 10Gbps Ethernet service between most devices with typically less than 30% utilization on any given 10Gbps Ethernet link. The State MetroNet may be used to deliver services to the connected agencies. See Attachment C for a diagram of the existing network and for additional information. The services are divided into three lots which may each be awarded to multiple vendors: Lot 1: Hosted VoIP Services and Messaging Services Lot 2: Hosted Contact Center Services Lot 3: Hosted Interactive Voice Response (IVR) Other Contractors may be added throughout the life of this Contract subject to agreement to all the terms and conditions herein. Refer to the following attachments for an overview of the existing environment: • Attachment A - Telephony Inventory • Attachment B - Diagram of the Existing Telephony Network • Attachment C - Diagram of the Existing Data Network • Attachment D - Station Message Detail Recording (SMDR) Data Elements
Lot 1: Hosted VoIP Services and Messaging Services 1.
General Requirements 1.1 1.2
1.3 1.4
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The Offeror shall provide hosted VoIP services using SIP as the signaling protocol for both incoming and outgoing calls. The Offeror shall host the service in a Tier 3 or Tier 4 Data Center located within the contiguous United States. The Offeror shall have a backup Data Center located within the contiguous United States. The service shall be deployed in a multi-tenant configuration with varying levels of service capabilities per tenant partition. The varying levels may be pre-defined by the Offeror. The Offeror shall provide Application Programming Interfaces (APIs) for the development of supplementary services that enable individual UGUs to customize applications within their individual tenant partition space. (e.g., APIs such as Salesforce.com, Active Directory Integration, etc.)
1.5
2.
The Offeror shall provide the capability to extend the service to remote locations via direct network connectivity to the Offeror’s service platform. The Offeror must include the maximum number of concurrent call capabilities for each option utilizing G.711 and G.729A CODEC. Utilization of any of these options shall be at the sole discretion of DoT. The remote capability must be fully encrypted if not being done from a location that provides an encrypted connection.
Basic Requirements Basic Telephony
2.1
The Offeror shall provide basic telephony services that, at a minimum, include the following features: • Automated attendant • Busy Lamp Field • Call blocking • Call coverage • Call forwarding • Call park • Call pickup/direct call pickup • Call waiting • Callback queuing • Conferencing • Hunting • Message waiting light • Multi-lines • Paging • Restricted calling including incoming only and outgoing only • Ring again • Ring-down circuit • Simultaneous ringing • Speed dial • Station message detail recording (See Attachment D for data elements) 2.2
Basic Messaging The Offeror shall provide basic messaging services that, at a minimum, include the following features: • Ability for inbound callers to leave a recorded message • Ability to manage stored messages (play, repeat, pause, skip, stop, forward, delete) • Ability to retrieve messages remotely • Automatic system date and time stamp for messages • Customizable greeting announcements • Customizable number of rings before announcement is activated • Pin or password protection • Visual notification of new messages on hard phones or soft clients
3.
Enhanced Requirements 3.1
Enhanced Telephony (Unified Communications) 3.1.1 The Offeror shall provide enhanced telephony / Unified Communications features and functionality as defined in the Glossary under Unified Communications. 3.2 Enhanced Messaging (Unified Messaging) 3.2.1 The Offeror shall provide enhanced messaging / Unified Messaging features and functionality as defined in the Glossary under Unified Messaging. 3.2.2 The Offeror shall also provide Unified Messaging integration with Microsoft Exchange 2007 and later and with Office 365.
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4.
Endpoint Requirements 4.1
4.2 4.3 4.4 4.5
5.
The Offeror shall include, as part of the service, core service equipment (standard or enhanced desk phone sets), licensing, required client software and terminations to the UGU’s network facilities. The service shall support both hard and soft SIP clients. Soft clients must be compatible with current supported versions of Linux/Unix, MacOS and Windows operating systems. The equipment proposed shall be the latest version or the most current technology offered for the service. The Offeror shall certify that any endpoint it proposes will work with the service. The Offeror shall meet the security standards defined herein for wireless and soft clients. Where a soft client is to be loaded on a portable computer or mobile device, the Offeror must provide encryption services.
Desktop Video Requirements The service shall support desktop video features and functionality.
6.
Fax Requirements The service shall support both analog and fax server capabilities.
7.
Mobility Requirements 7.1 7.2 7.3
8.
Local Dial Tone Requirements 8.1 8.2
9.
9.2 9.3
9.4
All U.S. intra-state and interstate long-distance calling shall be provided at no additional cost to the UGU. The Offeror shall provide toll-free services for both inbound and outbound calling at no additional cost to the UGU. All international calling for UGUs subscribing to the Offeror’s hosted VoIP service shall be billed at rates not to exceed the existing State contract (contract 5400000709) rate for international calls or shall be provided at no additional cost to the UGU. The Offeror shall provide Directory Assistance Access for the United States calling areas.
Telephone Number Requirements 15.2 15.3
11.
The Offeror shall provide local dial tone to support inbound and outbound off-network calling at no additional cost to the State. The Offeror shall provision and maintain the appropriate level of PSTN call paths to meet at least a P01 grade of service (see Glossary for definition) for inbound, outbound, on-net and off-net calling.
Long Distance Calling, International Calling and Directory Assistance Requirements 9.1
10.
The service shall provide mobility integration capabilities by means of standard or optional features. The service shall provide fixed mobility convergence (as defined in the Glossary) capabilities by means of standard or optional features. The Offeror shall support Mobile soft clients including, but not limited to, Android and iOS.
The State shall retain ownership and use of all existing State telephone numbers as they are currently assigned and any additional unused block of numbers currently assigned to the State. Telephone numbers must be published in the respective local directories at no additional charge to the State. The Offeror shall be responsible for coordinating with UGUs in the on-going maintenance of Directory Listings for the White Pages, Blue Pages and Yellow Pages and shall provide updates to the respective White Pages, Blue Pages and Yellow Pages providers.
Virtual Telephone Number Requirements The State shall retain ownership and use of all existing State virtual telephone numbers as they are currently assigned.
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12.
Local Number Portability Requirements The State currently has ranges of telephone numbers in the existing PBX’s that are assigned to UGUs on a per Order basis. These numbers are local to the servicing area and must remain a part of the State’s dial plan within the designated area codes. The Offeror must provide this Local Number Portability as it currently exists.
13.
Dial Plan Requirements 13.1 13.2 13.3
14.
The Offeror’s hosted service shall provide the ability to grant or deny calling privileges. The Dial Plan shall conform to the North American Numbering Plan Administration (NANPA) practices. Digit manipulation and masking are required in routing calls as determined by the call processing termination.
Directory Number Intercept and Reference Requirements The Offeror shall provide a reference or disconnect message when a number has been disconnected.
15.
E911 and 911 Access Service Requirements 15.1
15.2 15.3
16.
changed or
The Offeror shall provide full 911 and E911 functionality and support including, but not limited to, the following: • Updating information to the ENTRATA database • Automatic Line Identification (ALI) • Automatic Number Identification (ANI) • Defining Emergency Response Location (ERL) • Emergency Location Identification Number (ELIN) The service shall include the capability for customers to deploy and manage their own E911 services including location reporting and call routing to localized numbers. The Offeror shall implement a methodology for the completion of E911/911 calls in the event of a failure of the hosted VoIP service, in the event of a network failure, and for E911/911 calls and response from mobile phones and soft clients.
Security Requirements 16.1
16.2 16.3
16.4
16.5
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The Offeror must certify that every element of the services provided meets all relevant compliance requirements including, but not limited to, the data that will transit, be stored upon or processed by Offeror’s service in any format for the following: • National Institute of Standards and Technology (NIST) 800-53 Revision 4, Moderate baseline • National Institute of Standards and Technology (NIST) 800-58 Security Considerations for VoIP Systems • NIST SP 800-122 Guide to protecting the Confidentiality of Personally Identifiable information The Offeror shall agree to be compliant with the South Carolina Security policies and standards located at http://dis.sc.gov/PoliciesAndProcedures/Pages/default.aspx. The Offeror must review these policies, standards and compliance requirements on an annual basis and provide required documentation of compliance. Future modifications to State policies identified in 16.2 will allow a year for compliance requirements. Within a maximum of twenty-four (24) hours, the Offeror shall notify the procuring entity in accordance with South Carolina law in the event of a breach of any of the State’s information within the control of Offeror or its information systems. Offeror agrees to provide remedial services to the information subjects appropriate for the type of information breached (e.g. credit fraud protection in the event of breach of Social Security Numbers). The Offeror shall protect the services from common IP vulnerabilities, including denial-of-service attacks.
17.
Network Security Requirements 17.1
17.2 17.3 17.4
18.
Physical Transport – Network Connection Requirements 18.1
18.2 18.3 18.4 18.5
19.
The Offeror shall be responsible for providing network connectivity and transport facilities from the MetroNet to the Offeror’s hosted VoIP service unless transport facilities already owned by the State are leveraged. The Offeror shall provide network connectivity between the MetroNet and the Offeror’s service at no cost to the State. For any UGU not directly connected to the MetroNet, the Offeror must define and describe how connectivity to the UGU would be provided. The Offeror shall consult with the DoT and the respective UGU to select the appropriate connectivity option(s) to be implemented on a case-by-case basis. The Offeror shall implement network connectivity and number of concurrent call paths at the sole discretion of the State.
Demarcation Requirements 19.1
19.2
20.
The State requires the ability to secure all traffic into and within its network. To that end, the State implements various network security elements including firewalls, router access lists, intrusion prevention systems (IPS), virtual private networks (VPN), wireless LAN encryption/authentication, and network access control (NAC). The Offeror shall supply requirements for traversing intrusion prevention systems, specifying filters that should be appropriately tuned due to known interference with the hosted VoIP service. The Offeror shall implement wireless LAN encryption/authentication methods via industry standards supported by the wireless phones. The State requires the ability to encrypt select voice communications as well as voice mail forwarded as an email or in an email attachment as needed. The Offeror shall ensure that any connection from the State or UGU’s premises to the hosted VoIP service site is fully encrypted and authenticated.
If the Offeror’s solution requires any on-premise equipment, specify the equipment and point of demarcation, rack space, power, and any physical requirements of the Offeror’s equipment that will be located on the UGU’s premise. The Offeror shall notify the UGU of the particular type of Ethernet interface that will be available for the UGU to connect the UGU’s network to the Offeror’s service.
Network Assessment Requirements 20.1 20.2
20.3 20.4
20.5
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The Offeror shall define the UGU’s network requirements for successful deployment of the Offeror’s hosted VoIP service. A network assessment and certification is required prior to the installation of any service. Prior to connection of the Offeror’s hosted VoIP service to the State’s network or to the internal network of any UGU, the Offeror shall perform a network assessment. The Offeror shall implement a methodology and process used to test the conformance of the UGU’s network prior to full implementation. The Offeror shall communicate the findings of each network assessment to designated Network Design personnel at the DoT and to designated Network Administrator personnel at each assessed UGU, enabling the State and/or the UGU to remediate any issues revealed in the assessment that might inhibit the proper functioning of Offeror’s service. The Offeror shall provide the required assessments at no cost to the State or to any UGU.
21.
Requirements for Migration in Coordination with Current Contract Provider All telephony currently in service under contracts with the current contract provider (Legacy PBX Telephone Services and VoIP), including all legacy PBX ports and circuits and VoIP ports, shall be transitioned to the hosted VoIP service no later than June 30, 2017. 21.1 The Offeror must work in close collaboration with the current contract provider to: • Identify all telephony UGUs targeted to be migrated by the agency • Perform all necessary technical assessments and planning needed for migration • Schedule migration by UGU and subset (location/department/floor, etc.) • Stage appropriate hard or soft phones, if applicable • Instruct the current contract provider to decommission/delete ports/seats once the migration is performed • Assume service, billing, maintenance and Help Desk support for migrated agents/ports/seats • Verify that all migrated ports/seats have been deleted from previous Contractors’ billing at true-up. 21.2 At the end of the Contract, the Contractor shall also provide all required documentation, data, etc., to facilitate the transition to a new State Contractor.
22.
Implementation – Project Management Requirements 22.1 22.2
22.3
23.
Testing and Acceptance Requirements 23.1
23.2
23.3
24.
Project Management Services are required for all implementations of hosted VoIP services. The Offeror shall provide a Lead Project Manager with Project Management Professional (PMP) and/or Program Management Professional (PgMP) certification by the Project Management Institute (PMI) to manage the Offeror’s implementation workflow. It is required that the project be managed in accordance with Project Management Institute (PMI) recommended principles and best practices, as reflected in the Project Management Body of Knowledge (PMBOK). The Offeror shall implement a standard process for coordinating with the UGUs from ordering services to completion of installation and testing of services.
The Offeror shall use generally accepted testing methodologies for implementing and testing services. At a minimum, the Offeror shall demonstrate a high level of service performance and availability for a continuous period of ten (10) working days without disruptions, delays or degradation of service prior to conversion to the service and activation of billing for the service. The Offeror shall implement a formal testing process for the migration of agency/UGU to the hosted service. The test plan shall include, but not be limited to, testing for the following: • Dial tone • Ability to make local calls • Ability to make long distance calls • Ability to receive calls • Ability to access voice mail, if applicable • Acceptance Criteria as defined by the UGU The Offeror shall meet the UGU’s acceptance requirements for the service prior to final acceptance of the solution. Written acceptance by the UGU based on aforementioned service performance and availability requirements must be attained prior to billing start date.
Training & Documentation Requirements 24.1 24.2
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The Offeror shall provide training at no cost for UGUs and system administrators. The Offeror shall provide access to technical documentation as it relates to the system features and services, system administration and training documentation at no cost to the State. This documentation can be in the form of webinars with links to technical and system administration documentation.
25.
Service and Performance Requirements 25.1
25.2
25.3
25.4
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Maintenance 25.1.1 The Offeror shall preventatively and proactively maintain, repair, replace and/or upgrade system components for the hosted VoIP service including parts and labor at no additional charge to the State. Maintenance coverage shall be available 24 hours a day, 7 days a week, 365 days a year. 25.1.2 The Offeror shall comply with the DoT Change Management process. Change Requests must be submitted to the DoT Help Desk by 5:00 p.m. on Monday to be presented to the 11:00 a.m. Tuesday Change Management meeting. The Offeror shall be present to their review proposed changes at the Change Management meeting. DoT will determine whether the request is approved, disapproved, or needs to be rescheduled. Once approved, the Offeror may proceed with the scheduled maintenance at a mutually agreed upon time and shall provide a notification to the DoT Help Desk indicating the conclusion of the maintenance. Emergency Repair 25.2.1 The Offeror shall provide notification prior to emergency repair for any problems that may have an impact on service. The notification shall include the reason, starting time, duration, customer impact and other pertinent information and shall be sent to the DoT Help Desk. DoT will coordinate with the Offeror to schedule the emergency repair. 25.2.2 The Offeror shall have an advance emergency repair notifications process. The maximum notification is thirty (30) minutes. Response Time 25.3.1 The Offeror shall adhere to standard restoration intervals. The standard restoration interval is four (4) hours. The State desires the shortest service restoration time possible. The Offeror’s failure to meet the lesser of the State’s standard restoration interval or the Offeror’s standard restoration interval may result in liquidation damages. The restored service shall meet all performance measures existing prior to the occurrence of the service impact problem. 25.3.2 The Offeror shall have documented service restoration procedures and problem resolution guidelines intended to provide minimum disruption of service to the UGU. 25.3.3 The Offeror shall respond to a problem affecting service quality within thirty (30) minutes or less from the earliest of the following: (1) the time the system first registers the problem, or (2) the time the UGU reports the problem. The UGU that is impacted by or reported a problem shall be contacted by a technician within the thirty (30) minute window. 25.3.4 The Offeror shall respond to the problems by using appropriate procedures and technologies, including, but not limited to, remote diagnostic and administration and dispatch of trained technicians on site. Remote administration may be used to identify and resolve problems; however, this method shall not be used to extend any required response or restoration times. 25.3.5 The Offeror shall provide oral (phone call) or written (email) notification to the UGU indicating the conclusion of the repair. 25.3.6 The Offeror shall provide a post-mortem report for all emergency and major outages to include analysis and determination of the root cause, resolution of the outage, and preventative measures instituted within two calendar days after the problem resolution. Monitoring 25.4.1 The Offeror shall have monitoring services 24 hours per day, 7 days a week, 365 days per year. The monitoring must include but not be limited to: • Network latency • Jitter • Packet loss • Service interruption • Traffic analysis to include unsuccessful call attempts and blocked calls 25.4.2 The Offeror shall provide monitoring reports to the State upon request at no additional charge.
25.5 25.6
25.7
26.
Technical Support 25.5.1 The Offeror shall have 7 x 24 x 365 technical support for the provided service. Trouble Reporting 25.6.1 The Offeror shall have a trouble reporting and resolution process with tiered escalation procedures. 25.6.2 The Offeror shall implement an administrative web portal with 7 x 24 x 365 availability for the proposed service. 7 x 24 x 365 Help Desk 25.7.1 The Offeror shall have 7 x 24 x 365 Help Desk availability for any technical, procedural and operational issues for all components of the service. 25.7.2 The Offeror shall assign a single point of contact (with appropriate backup) for the Help Desk. 25.7.3 The Offeror shall have Centralized Trouble Ticketing via a web portal for UGUs, in addition to voice calls and email submissions. 25.7.4 The Offeror shall implement role-based access to the Centralized Trouble Ticketing System to ensure UGU data privacy and confidentiality.
Service Administration Requirements 26.1
26.2
26.3 26.4
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The hosted VoIP service must be managed by the Offeror. However, the State also requires the discretionary administrative capability for UGUs to locally make some changes to services once they are established by the Offeror. These include but are not limited to: • Voice mail options • User profile options • Adding voice users • Removing voice users • User levels of permissions/privileges The service must use role-based access unique to each UGU. The Offeror shall ensure that these activities are secure and isolated to each UGU. These logins must include read-only and readwrite administrative agents’ permissions. Roles may include, but are not limited to, DoT state administrator, DoT state contracts manager, DoT Help Desk, UGU administrator, UGU billing function, and the UGU help desk. The Service Administration functions shall be performed real-time. MACD – Moves, Adds, Changes, Deletes 26.4.1 The Offeror shall have MACD activity for the hosted VoIP service to include moves, additions, changes and deletion/removal of service. MACD services may also include a range of tasks including, but not limited to, minor software changes and project management for large site moves/installations/decommissioning. 26.4.2 The Offeror shall have a secure web portal for in-take and processing of MACD requests. The portal must be available 7 x 24 x 365. The portal must permit role based UGU entry, edit, and view of all orders, order activity, order status, and order completion. 26.4.3 The Offeror shall assign a single point of contact (with appropriate backup) for all UGU MACD activity. 26.4.4 All MACD services provided by the Offeror shall be performed on a time and materials (T&M) basis at the then current contract rate. 26.4.5 Work orders, installation, project management and other MACD related work will be billed to the UGU for which the work is being completed at the then current contract rate. 26.4.6 The work shall be performed within one (1) to three (3) business days from the receipt of the work order or based on a mutually agreeable scheduled due date. For MACD projects involving 20 stations and above and/or multiple locations, appropriate alternative schedules may be negotiated. 26.4.7 The Offeror shall provide the requesting UGU oral (phone call) or written (email) notification of completion and/or resolution status for all order activity.
27.
Billing Requirements 27.1
27.2
27.3
28.
Direct Billing 27.1.1 The Offeror is required to provide direct billing to UGUs for the service(s) provided. 27.1.2 Billing shall be on a monthly basis and shall include services from the 1st of every month through the end of the month. The actual bills shall be delivered to the UGUs within 10 days after the last day of the month. Administrative Fee 27.2.1 The Offeror shall be assessed an Administrative Fee to be added to the total actual monthly charges for all services/products provided under this contract. The Administrative Fee will not be listed as a separate line item in the invoice to the UGU. The DoT reserves the right to change this fee during the term of this Contract upon written notice to the Contractor. Changes in the Administrative Fee shall be incorporated into the price to the UGUs on the date designated by the DoT. 27.2.2 The Offeror shall send a monthly check for the total amount of the Administrative Fee to the DoT within ten (10) days after the monthly billing cycle ends. Each remittance shall include the month covered as well as the contract number. 27.2.3 Any Administrative Fee discrepancy must be addressed and resolved prior to the next billing cycle. Individual Using Governmental Unit (UGU) Invoice 27.3.1 The Offeror shall deliver a monthly invoice to each participating UGU no later than ten (10) days after the billing cycle ends. 27.3.2 The invoice must contain, but is not limited to, the following data items: • Individual line item for each type of service • Name of UGU • Name of service provided • Quantity of service provided by name of service • Unit cost of service provided • Time and Material charges • MACD charges • Installation charges • Total monthly cost of service provided by type of service • Total monthly cost of all services provided – pre-tax • Monthly tax and other fees • Total monthly cost for all services, fees and taxes 27.3.3 Any billing discrepancy must be addressed and resolved prior to the next billing cycle. 27.3.4 In the case of a billing error by the Offeror, the Offeror shall not back-bill any UGU for such errors. 27.3.5 Any over-billing to the UGUs shall be resolved through a credit or adjustment to the UGU regardless of time elapsed since the error occurred.
Contractor Web Portal 28.1
28.2 28.3 28.4
28.5
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The Contractor shall provide a secure billing web portal that contains all current and historical billing which is accessible by authorized and verifiable single points of contact within each UGU that is receiving a service from the Contractor. The web portal must be available 24x7x365. The information contained in the web portal must be current as of the previous day and must provide access to all historical data. Access to the web portal security must be role based. The Offeror shall ensure that these activities are secure and isolated to each UGU. These logins must include read-only and read-write administrative agents’ permissions. Roles may include, but are not limited to, DoT state administrator, DoT state contracts manager, DoT Help Desk, UGU administrator, UGU billing function, UGU help desk. The web portal must contain the following data elements and be viewable in a dashboard design: • UGU for which the service is provided
• • • • • • • •
28.6 28.7
28.8
29.
physical address of the service provided date of installation in dd/mm/yyyy format monthly fee for the service in $$$$.$$ format name of the service using a standardized naming convention quantity of the service description of the service using a standardized description convention monthly administrative fee associated with the service (access based on role) monthly billing totals per UGU summarized by o type of service provided o administrative fees o Time and Material charges o Installation charges o MACD charges Information from the web portal must be downloadable in a PDF and Excel format. The Contractor must provide a monthly update on the web portal for the DoT Contract Manager role. The update must be completed within ten (10) days after the billing cycle. The update shall include the following information: • Monthly administrative fee by type of service o By UGU o By Service Type o Total for all UGUs • Monthly billing summary by type of service o By UGU o By Service Type o Total for all UGUs The Contractor shall provide monthly reporting for services provided. This information shall be provided via the web portal with access granted for specific roles only. Information required includes the following: • Total monthly billing • Total monthly billing by UGU • Total monthly billing by service type • Total monthly administrative fee • Total number of reported troubles for the month • Total number of reported troubles that have been cleared for the month • Total number of UGU users that have been migrated for the month • Total monthly billing for the migrated UGU users • Total monthly administrative fees for the migrated UGU users for the month • Total number of network security incidents per month • Total number of suspected network security incidents per month
Survivability Requirements The Offeror must have a survivability process in the event the Offeror’s hosting site, the State or the UGU suffers network or hardware outages.
30.
Business Continuity The Offeror must have a business continuity process in the event of service failure to the Offeror’s router, gateway or border element or to the Offeror’s network. This process must include backup and restoration of data to systems and services, redundant components, services and features that are available during failure.
31.
Disaster Recovery Requirements The Offeror must have a plan for recovery if a disaster occurs and the Offeror’s Hosting site loses the ability to provide the hosted VoIP services.
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32.
Service Level Requirements The Offeror must submit a service level agreement (SLA) of its own design with the Offeror’s proposal. The SLA submitted with the Offeror’s proposal must contain all Service Standards, provisions, and remedies proposed by the Offeror in response to this RFP. An acceptable SLA will include, at minimum, all required and mandatory requirements including (but not limited to) service standards, compliance measurements, intervals, durations, bill accuracy and discrepancy resolution; any item where a failure to meet a requirement or standard results in a financial remedy including the administration and management of the SLA. The SLA Must not include any terms or conditions that conflict, alter or address terms set forth in this solicitation, e.g. payment, termination, indemnification, assignment, limitations on liability, and other boilerplate. The SLA must include a statement of scope clearly stating that the SLA covers all services to be delivered, including services for planning, provisioning, testing, operating, managing, and improving the services that are the subject of this RFP. The SLA must provide coverage for, and refer to, all services, and service addresses within the boundaries of the State of South Carolina. 32.1 The Offeror must list and provide related documents that will support the SLA, including, but not limited to, the following: • documentation standards and separate procedures for Provisioning processes and escalation; • trouble resolution and escalation; • management and monitoring processes and reporting; • service payment calculations and payments; • billing accuracy and discrepancy resolution processes, including credit adjustment processes and intervals; • change management procedures and processes.
32.2
32.3
32.4 32.5 32.6
The Offeror is required to provide a detailed description of the system or application that will be employed to manage credit calculation, credit issuance and credit receipt for performance failures that result in a remedy on behalf of the State. The Offeror must identify Offeror’s key points of contact in the SLA. These are individuals who will directly support the SLA. This must include name, title, business address, phone, and e-mail contact information. The Offeror will provide space in the SLA for contact information for State key points of contact, and a procedure for making and communicating changes to the contact information within the SLA. Provide a reference for each individual’s role in the escalation process. The Offeror shall provide a minimum remedy for failure to meet a monthly Service Standard guarantee for Availability equal to or greater than 1/30th of the monthly recurring charge for each cumulative hour of outage. The State requires an average Mean Opinion Score (MOS) level of 4. The States requires a 99.99% level of service availability. This does not include planned maintenance outages. The State requires the following service levels of response for the hosted VoIP service:
SERVICE LEVELS PRIORITY
REQUIRED MINIMUM RESPONSE TIME
TARGET RESTORATION TIME (MINIMUM)
Critical / Emergency
30 minutes
Four (4) hours
High / Major / Urgent
30 minutes
Four (4) hours
Medium
One (1) hour
Eight (8) hours
Low / Minor
One (1) hour
Eight (8) hours
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Critical / Emergency: High / Major / Urgent: Medium: Low / Minor:
33.
Status Updates and Reporting Requirements 33.1 33.2 33.3 33.4
34.
System completely down; all agencies/UGUs impacted; no access to PSTN is available. 50 – 75% of agencies/UGUs impacted; limited system functionality is available; 50% or more of PSTN is not available. 25 - 50% of agencies/UGUs affected; system is operational but with some loss of functionality; 75% or more of PSTN is available. Minimal number of agencies/UGUs impacted; service still operates as normal; no loss of PSTN access.
The Contractor shall meet in person monthly with the DoT Contracts Manager. The Contractor shall provide an update on inventory, the number of migrated UGU users and associated billing and administrative fees in a monthly report. The Contractor shall provide an update on any outstanding implementation, service level or other issues as related to the services provided in a monthly report. The Contractor shall provide an update on any outstanding security implementations or remediation related to the services provided in a monthly report.
Inventory of Services Requirements 34.1 34.2 34.3
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The Offeror shall create and maintain an inventory of services provided and that this inventory be accessible via a web portal 7 x 24 x 365 (see 28. Contractor Web Portal). The inventory must be updated on a monthly basis. The inventory (in Excel and PDF format) must be inclusive of all services provided with the following information: • type of service and quantity • date of installation of service • agency name • address where service is provided • billed amount for service, detailed by service
Lot 2: Hosted Contact Center 1.
General Requirements The Offeror shall provide hosted Contact Center services using SIP as the signaling protocol. 1.1. 1.2. The Offeror shall host the service in a Tier 3 or Tier 4 Data Center located within the contiguous 1.3. 1.4. 1.5. 1.6. 1.7. 1.8. 1.9. 1.10. 1.11.
2.
Routing Requirements 2.1
2.2
3.
United States. The Offeror shall have a backup Data Center located within the contiguous United States. The service shall be deployed in a multi-tenant configuration with varying levels of service capabilities per tenant partition. The varying levels of service may be predefined by the Offeror. The Offeror shall provide varying service levels, packages, feature bundles, and feature sets to accommodate the differing needs across the Enterprise. A la carte supported features shall be included regardless of their inclusion in the service level/package/bundle. The Offeror must provide the capability to extend the service to remote locations via direct network connectivity to the Offeror’s service platform. The remote capability must be fully encrypted if not being done from a location that provides an encrypted connection. The Offeror shall provide Application Programming Interfaces (APIs) for the development of supplementary services that enable individual UGUs to customize applications within their own tenant partition space. The Offeror shall provide an activity log of all changes to the configurations or routing of the service provided. The State requires the capability for flexible scaling of the number of agents, supervisors, access ports for traffic and inbound/outbound call or contact paths. The Offeror shall provide both inbound and outbound toll-free services for all calls/contacts regardless of the media used (i.e., voice, email, chat, text). The Offeror shall provide sufficient call/talk/media paths to meet the subscribing UGU’s Contact Center’s level of service requirements. The service shall allow simultaneous dial-tone access for all Contact Center agents. No blocked calls/contacts into the Contact Center shall be allowed. Overflow should be accomplished via queuing.
The State requires conditional routing based on the following criteria: • Time of day / day of week • # of incoming calls • # call in queue • # of overflow calls • Length of time in queue • Prompting by an IVR or automated attendant • Availability of agents • Assigned skill levels of agents • No answer The service must support multi-media incoming call/contact routing to include voice, email, fax, text, and chat.
Agent Requirements 3.1
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The State requires the following capabilities for agents: • Ability to be logged into multiple queues • Ability to be assigned multiple skill levels • Ability to self-select multiple work states (i.e., available, unavailable, lunch, break...) • Ability to notify supervisor when assistance is required • Ability to transfer a call/contact • Ability to put a call/contact on hold • Call recording • Dashboard real-time view of agent and queue status and threshold alerts
3.2
4.
Supervisor Requirements 4.1
4.2
5.
The State requires the following capabilities for supervisors: • Dashboard real-time monitoring of agents, queues and Contact Center status • Ability to assign/reassign agent skill levels and assignment to queues • Ability to record, change and delete announcements • Ability to create, change and delete agents and queues • Ability to record agent calls and playback • Ability to create, change and delete routing patterns • Monitoring of calls • Multiple levels of permissions/restrictions The service shall provide for remote supervisor capability with the same set of tools that is available for on-site supervisors.
Reporting Requirements 5.1
5.2 5.3
6.
• Extension to mobile devices The service shall provide for remote agent capability with the same set of tools that is available for on-site agents. This remote capability must be fully encrypted if not being done from a location that provides an encrypted connection.
The State requires that the service provide for both real-time and historical reporting to include, but not limited to, the following statistical data: • # Busy hour call attempts • # Busy hour call completions • # Offered calls • # Calls in queue and length of time • # Abandoned calls and time ringing or in queue before abandonment • # Answered calls and length of time • # Incoming transferred calls • # Outgoing transferred calls • # Internal transferred calls • # Overflow calls to other splits/recordings • # Outbound calls and length of time • # Zero-out calls and length of time before zero-out • # Calls placed on hold and length of time • Length of talk time • Average speed of answer • Average time on hold • Average wait time • Average # calls per hour • Length of time in different agent states (available, busy, break/lunch, etc.) The service shall provide access to historical statistical data for viewing and download for the length of the contract. The service shall provide for customizable reporting as required by the UGU.
Endpoint Requirements 6.1
6.2 6.3 6.4
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The Offeror shall include, as part of the service, core service equipment (standard or enhanced desk phone sets), licensing, required client software and terminations to the UGU’s network facilities. The service shall support both hard and soft SIP clients. Soft clients must be compatible with current versions of Linux/Unix, MacOS and Windows operating systems. The equipment proposed shall be the latest version or the most current technology offered for the service. The Offeror shall certify that any endpoint it proposes will work with the service.
6.5
7.
Local Dial Tone Requirements 7.1 7.2
7.3
8.
8.2 8.3
All U.S. long-distance intra-state and interstate calling for UGUs subscribing to the Offeror’s Contact Center service shall be provided at no additional cost to the UGU. The Offeror shall provide toll-free services for both inbound and outbound calling at no additional cost to the UGU. All international calling for UGUs subscribing to the Offeror’s hosted Contact Center Service shall be billed at rates not to exceed the existing State contract rate for international calls or shall be provided at no additional cost to the UGU.
Telephone Number Requirements 9.1 9.2
10.
The Offeror shall provide local dial tone to support inbound and outbound off-network calling at no additional cost to the State. The Offeror shall provision and maintain the appropriate level of PSTN call paths to meet at least a P01 grade of service (see Glossary for definition) for inbound, outbound, on-net and off-net calling. The Offeror must provide discrete concurrent call / call path elements to support inbound and outbound calling activity through the Offeror’s hosted platform.
Long Distance Calling, International Calling Requirements 8.1
9.
The Offeror shall meet the security standards defined herein for wireless and soft clients. Where a soft client is to be loaded on a portable computer or mobile device, the Offeror must provide encryption services.
The State shall retain ownership and use of all existing State telephone numbers as they are currently assigned and any additional unused block of numbers currently assigned to the State. Telephone numbers must be published in the respective local directories at no additional charge to the State. The Offeror shall be responsible for coordinating with UGUs in the on-going maintenance of Directory Listings for the White Pages, Blue Pages and Yellow Pages and shall provide updates to the respective White Pages, Blue Pages and Yellow Pages providers.
Virtual Telephone Number Requirements The State shall retain ownership and use of all existing State virtual telephone numbers as they are currently assigned.
11.
Local Number Portability Requirements The State currently has ranges of telephone numbers that are assigned to UGUs on a per Order basis. These numbers are local to the servicing area and must remain a part of the State’s dial plan within the designated area codes. The Offeror must provide Local Number Portability.
12.
Dial Plan Requirements 12.1 12.2 12.3
13.
The Dial Plan shall conform to the North American Numbering Plan Administration (NANPA) practices. Digit manipulation and masking are required in routing calls as determined by the call processing termination. The Offeror’s service shall provide the ability to grant or deny calling privileges.
Directory Number Intercept and Reference Requirements The Offeror shall provide a reference or disconnect message when a number has been changed or disconnected.
14.
E911 and 911 Access Service Requirements 14.1
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The Offeror shall provide full 911 and E911 functionality and support to include, but not limited to, the following: • Updating information to the ENTRATA database • Automatic Line Identification (ALI)
14.2 14.3
15.
Security Requirements 15.1
15.2 15.3
15.4
15.5
16.
The Offeror must certify that every element of the services provided meets all relevant compliance requirements including, but not limited to, the data that will transit, be stored upon or processed by Offeror’s service in any format for the following: • National Institute of Standards and Technology (NIST) 800-53 Revision 4, Moderate baseline • National Institute of Standards and Technology (NIST) 800-58 Security Considerations for VoIP Systems • NIST SP 800-122 Guide to protecting the Confidentiality of Personally Identifiable information The Offeror shall agree to be compliant with the South Carolina Security policies and standards located athttp://dis.sc.gov/PoliciesAndProcedures/Pages/default.aspx. The Offeror must review these policies, standards and compliance requirements on an annual basis and provide required documentation of compliance. Future modifications to State policies identified in 15.2 will allow a year for compliance requirements. Within a maximum of twenty-four (24) hours, the Offeror shall notify the procuring entity in accordance with South Carolina law in the event of a breach of any of the State’s information within the control of Offeror or its information systems. Offeror agrees to provide remedial services to the information subjects appropriate for the type of information breached (e.g. credit fraud protection in the event of breach of Social Security Numbers). The Offeror shall protect the services from common IP vulnerabilities, including denial-of-service attacks.
Network Security Requirements 16.1
16.2 16.3 16.4
17.
• Automatic Number Identification (ANI) • Defining Emergency Response Location (ERL) • Emergency Location Identification Number (ELIN) The service shall include the capability for customers to deploy and manage their own E911 services including location reporting and call routing to localized numbers. The Offeror shall implement a methodology for the completion of E911/911 calls in the event of a failure of the hosted Contact Center service, in the event of a network failure, and for E911/911 calls and response from mobile phones and soft clients.
The State requires the ability to secure all traffic into and within its network. To that end, the State implements various network security elements including firewalls, router access lists, intrusion prevention systems (IPS), virtual private networks (VPN), wireless LAN encryption/authentication, and network access control (NAC). The Offeror shall supply requirements for traversing intrusion prevention systems, specifying filters that should be appropriately tuned due to known interference with the hosted Contact Center service. The Offeror shall implement wireless LAN encryption/authentication methods via industry standards supported by the wireless phones. The State requires the ability to encrypt select voice communications as well as voice mail forwarded as an email or in an email attachment as needed. The Offeror shall ensure that any connection from the State or UGU’s premises to the hosted Contact Center service site is fully encrypted and authenticated.
Physical Transport – Network Connection Requirements 17.1
17.2 17.3
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The Offeror shall be responsible for providing network connectivity and transport facilities from the MetroNet to the Offeror’s hosted VoIP service unless transport facilities already owned by the State are leveraged. The Offeror shall provide network connectivity between the MetroNet and the Offeror’s service at no cost to the State. For any UGU not directly connected to the MetroNet, the Offeror must define and describe how connectivity to the UGU would be provided.
17.4 17.5
18.
Demarcation Requirements 18.1
18.2
19.
If the Offeror’s solution requires any on premise equipment, specify the equipment and point of demarcation, rack space power and any physical requirements of the Offeror’s equipment that will be located on the UGU’s premise. The Offeror shall notify the UGU of the particular type of Ethernet interface that will be available for the UGU to connect the UGU’s network to the Offeror’s service.
Network Assessment Requirements 19.1 19.2
19.3 19.4 19.5
19.6 20.
The Offeror shall consult with the DoT and the respective UGU to select the appropriate connectivity option(s) to be implemented on a case-by-case basis. The Offeror shall implement network connectivity and number of concurrent call paths at the sole discretion of the State.
The Offeror shall define the UGU’s network requirements for successful deployment of the Offeror’s hosted Contact Center service. A network assessment and certification is required prior to the installation of any service. Prior to connection of the Offeror’s hosted Contact Center service to the State’s network or to the internal network of any UGU, the Offeror shall perform a network assessment. The Offeror shall define the UGU’s network requirements for successful deployment of the Offeror’s hosted Contact Center service. The Offeror shall implement a methodology and process used to test the conformance of the UGU’s network prior to full implementation. The Offeror shall communicate the findings of each network assessment to designated Network Design personnel at the DoT and to designated Network Administrator personnel at each assessed UGU, enabling the State and/or the UGU to remediate any issues revealed in the assessment that might inhibit the proper functioning of Offeror’s service. The Offeror shall provide the required assessments at no cost to the State or to any UGU.
Requirements for Migration in Coordination with Current Contract Provider 20.1
20.2
20.3
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All contact center capability currently in service under contracts with the current contract provider (Call Center Services) shall be transitioned to the hosted contact center service no later than June 30, 2017. The Offeror must work in close collaboration with the current contract provider to: • Identify all contact center UGUs targeted to be migrated by the agency • Perform all necessary technical assessments and planning needed for migration • Schedule migration by UGU and subset (location/department/floor, etc.) • Stage appropriate hard or soft phones, if applicable • Instruct the current contract provider to decommission/delete ports/seats once the migration is performed • Assume service, billing, maintenance and Help Desk support for migrated agents/ports/seats • Verify that all migrated ports/seats have been deleted from previous Contractors’ billing at true-up. At the end of the Contract, the Contractor shall also provide all required documentation, data, etc., to facilitate the transition to a new State Contractor.
21.
Implementation – Project Management Requirements 21.1 21.2
21.3
22.
Testing and Acceptance Requirements 22.1
22.2
22.3
23.
The Offeror shall use generally accepted testing methodologies for implementing and testing services. At a minimum, the Offeror shall demonstrate a high level of service performance and availability for a continuous period of ten (10) working days without disruptions, delays or degradation of service prior to conversion to the service and activation of billing for the service. The Offeror shall implement a formal testing process for the migration of agency/UGUs to the hosted service. The test plan shall include but not be limited to testing for the following: • Dial tone • Ability for agents and supervisors to receive and make local calls • All predefined call flow and routing patterns including any applicable recording, prompting and applications • Acceptance Criteria as defined by the UGU The Offeror shall meet the UGU’s documented acceptance requirements for the service prior to final acceptance of the solution. Written acceptance by the UGU based on aforementioned service performance and availability requirements must be attained prior to billing start date.
Training & Documentation Requirements 23.1 23.2
24.
Project Management Services are required for all implementations of hosted Contact Center services. The Offeror shall provide a Lead Project Manager with Project Management Professional (PMP) and/or Program Management Professional (PgMP) certification by the Project Management Institute (PMI) to manage the Offeror’s implementation workflow. It is required that the project be managed in accordance with Project Management Institute (PMI) recommended principles and best practices, as reflected in the Project Management Body of Knowledge (PMBOK). The Offeror shall implement a standard process for coordinating with the UGUs from ordering services to completion of installation and testing of services.
The Offeror shall provide training at no cost for UGUs and system administrators. The Offeror shall provide access to technical documentation as it relates to the system features and services, system administration and training documentation at no cost to the State. This documentation can be in the form of webinars with links to technical and system administration documentation.
Service and Performance Requirements 24.1
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Maintenance 24.1.1 The Offeror shall preventatively and proactively maintain, repair, replace and/or upgrade system components for the hosted Contact Center service including parts and labor at no additional charge to the State. Maintenance coverage shall be available 24 hours a day, 7 days a week, 365 days a year. 24.1.2 The Offeror shall comply with the DoT Change Management process. Change Requests must be submitted to the DoT Help Desk by 5:00 p.m. on Monday to be presented to the 11:00 a.m. Tuesday Change Management meeting. The Offeror shall be present to review proposed changes at the Change Management meeting. DoT will determine whether the request is approved, disapproved or needs to be rescheduled. Once approved, the Offeror may proceed with the scheduled maintenance at a mutually agreed upon time and shall provide a notification to the DoT Help Desk indicating the conclusion of the maintenance.
24.2
24.3
24.4
24.5 24.6
24.7
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Emergency Repair 24.2.1 The Offeror shall provide notification prior to emergency repair for any problems that may have an impact on service. The notification shall include the reason, starting time, duration, customer impact and other pertinent information and shall be sent to the DoT Help Desk. DoT will coordinate with the Offeror to schedule the emergency repair. 24.2.2 The Offeror shall have an advance emergency repair notifications process. The maximum notification is thirty (30) minutes. Response Time 24.3.1 The Offeror shall adhere to standard restoration intervals. The standard restoration interval is four (4) hours. The State desires the shortest service restoration time possible. The Offeror’s failure to meet the lesser of the State’s standard restoration interval or the Offeror’s standard restoration interval may result in liquidation damages. The restored service shall meet all performance measures existing prior to the occurrence of the service impact problem. 24.3.2 The Offeror shall have documented service restoration procedures and problem resolution guidelines intended to provide minimum disruption of service to the UGU. 24.3.3 The Offeror shall respond to a problem affecting service quality within thirty (30) minutes or less from the earliest of the following: (1) the time the system first registers the problem, or (2) the time the UGU reports the problem. The UGU that is impacted by or reported a problem shall be contacted by a technician within the thirty (30) minute window. 24.3.4 The Offeror shall respond to the problems by using appropriate procedures and technologies including, but not limited to, remote diagnostic and administration and dispatch of trained technicians on site. Remote administration may be used to identify and resolve problems; however, this method shall not be used to extend any required response or restoration times. 24.3.5 The Offeror shall provide oral (phone call) or written (email) notification to the UGU indicating the conclusion of the repair. 24.3.6 The Offeror shall provide a post mortem report for all emergency and major outages to include analysis and determination of the root cause, resolution of the outage, and preventative measures instituted within two calendar days after the problem resolution. Monitoring 24.4.1 The Offeror shall have monitoring services 24 hours per day, 7 days a week, 365 days per year. The monitoring must include but not be limited to: • Network latency • Jitter • Packet loss • Service interruption • Traffic analysis to include unsuccessful call attempts and blocked calls 24.4.2 The Offeror shall provide monitoring reports to the State upon request at no additional charge. Technical Support 24.5.1 The Offeror shall have 7 x 24 x 365 technical support for the provided Service. Trouble Reporting 24.6.1 The Offeror shall have a trouble reporting and resolution process with tiered escalation procedures. 24.6.2 The Offeror shall implement an administrative web portal with 7 x 24 x 365 availability for the proposed service. Help Desk, 7 x 24 x 365 24.7.1 The Offeror must have 7 x 24 x 365 Help Desk availability for any technical, procedural and operational issues for all components of the service. 24.7.2 The Offeror shall assign a single point of contact (with appropriate backup) for the Help Desk. 24.7.3 The Offeror must use Centralized Trouble Ticketing via a web portal for UGUs, in addition to voice calls and email submissions.
24.7.4 24.7.5
25.
Service Administration Requirements 25.1
25.2
25.3 25.4
26.
The Offeror shall implement role-based access to the Centralized Trouble Ticketing System to ensure UGU data privacy and confidentiality. The Offeror shall define the escalation process, Key Performance Indicators, and Tier 1, Tier 2 and Tier 3 processes and capabilities.
The hosted Contact Center service must be managed by the Offeror. However, the State also requires the discretionary administrative capability for UGUs to locally make some changes to services once they are established by the Offeror. These include, but are not limited to the following: • Routing pattern options • Agent and supervisor profile options • Adding agents and supervisors • Removing agents and supervisors • Recorded announcement options • Reporting options • User levels of permissions/privileges The service must provide role-based access unique to each UGU. The Offeror shall ensure that these activities are secure and isolated to each UGU. These logins must include read-only and read-write administrative agents’ permissions. Roles may include, but are not limited to, DoT state administrator, DoT state contracts manager, DoT Help Desk, UGU administrator, UGU billing function, and the UGU help desk. The Service Administration functions shall be performed real-time. MACD – Moves, Adds, Changes, Deletes 25.4.1 The Offeror shall have MACD activity for the hosted Contact Center service to include moves, additions, changes and deletion/removal of service. MACD services may also include a range of tasks including, but not limited to, minor software changes, design changes, project management, and service decommissioning. 25.4.2 The Offeror shall have a secure web portal for in-take and processing of MACD requests. The portal must be available 7 x 24 x 365. The portal must permit UGU role based entry, edit, and view of all orders, order activity, order status, and order completion. 25.4.3 The Offeror shall assign a single point of contact (with appropriate backup) for all UGU MACD activity. 25.4.4 All MACD services provided by the Offeror shall be performed on a T&M basis at the then current contract rate. 25.4.5 Work orders, installation, project management and other MACD related work will be billed to the UGU for which the work is being completed at the then current contract rate. 25.4.6 The work shall be performed within one (1) to three (3) business days from the receipt of the work order or based on a mutually agreeable scheduled due date. For MACD projects involving design changes, appropriate alternative schedules may be negotiated. 25.4.7 The Offeror shall provide the requesting UGU oral (phone call) or written (email) notification of completion and/or resolution status for all order activity.
Billing Requirements 26.1
26.2
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Direct Billing 26.1.1 The Offeror shall provide direct billing to UGUs for the service(s) provided. 26.1.2 Billing shall be on a monthly basis and shall include services from the 1st of every month through the end of the month. The actual bills shall be delivered to the UGUs within 10 days after the last day of the month. Administrative Fee 26.2.1 The Offeror shall be assessed an Administrative Fee to be added to the total actual monthly charges for all services/products provided directly to UGUs within the State of South Carolina. The Administrative Fee will not be listed as a separate line item in the invoice to the UGU. The DoT reserves the right to change this fee during the term of this
26.3
27.
Contract, upon written notice to the Contractor. Changes in the Administrative Fee shall be incorporated into the price to the UGUs on the date designated by the DoT. 26.2.2 The Offeror shall send a check monthly for the total amount of the Administrative Fee to the DoT within ten (10) days after the monthly billing cycle ends. Each remittance shall include the month covered as well as the contract number. 26.2.3 Any Administrative Fee discrepancy must be addressed and resolved prior to the next billing cycle. Individual Using Governmental Unit (UGU) Invoice 26.3.1 The Offeror shall deliver a monthly invoice to each participating UGU no later than ten (10) days after the billing cycle ends. 26.3.2 The invoice must contain, but is not limited to, the following data items: • Individual line item for each type of service • Name of UGU • Name of service provided • Quantity of service provided by name of service • Unit cost of service provided • Time and Material charges • MACD charges • Installation charges • Total monthly cost of service provided by type of service • Total monthly cost of all services provided – pre-tax • Monthly tax and other fees • Total monthly cost for all services, fees and taxes 26.3.3 Any billing discrepancy must be addressed and resolved prior to the next billing cycle. 26.3.4 In the case of a billing error by the Offeror, the Offeror shall not back-bill any UGU for such errors. 26.3.5 Any over-billing to the UGUs shall be resolved through a credit or adjustment to the UGU regardless of time elapsed since the error occurred.
Contractor Web Portal 27.1
27.2 27.3 27.4
27.5
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The Contractor shall provide a secure billing web portal that contains all current and historical billing which is accessible by authorized and verifiable single points of contact within each UGU that is receiving a service from the Contractor. The web portal must be available 24x7x365. The information contained in the web portal must be current as of the previous day and must provide access to all historical data. Access to the web portal security must be role based. The Offeror shall ensure that these activities are secure and isolated to each UGU. These logins must include read-only and read-write administrative agents’ permissions. Roles may include, but are not limited to, DoT state administrator, DoT state contracts manager, DoT Help Desk, UGU administrator, UGU billing function, and the UGU help desk. The web portal must contain the following data elements and be viewable in a dashboard design: • UGU for which the service is provided • physical address of the service provided • date of installation in mm/dd/yyyy format • monthly fee for the service in $$$$.$$ format • name of the service using a standardized naming convention • quantity of the service • description of the service using a standardized description convention • monthly administrative fee associated with the service (access based on role)
•
27.6 27.7
27.8
28.
monthly billing totals per UGU summarized by o type of service provided o administrative fees o Time and Material charges o Installation charges o MACD charges Information from the web portal must be downloadable in a PDF and Excel format. The Contractor must provide a monthly update on the web portal for the DoT Contract Manager role. The update must be completed within ten (10) days after the billing cycle. The update shall include the following information: • Monthly administrative fee by type of service o By UGU o By Service Type o Total for all UGUs • Monthly billing summary by type of service o By UGU o By Service Type o Total for all UGUs The Contractor shall provide monthly reporting for services provided. This information shall be provided via the web portal with access granted for specific roles only. Information required includes the following: • Total monthly billing • Total monthly billing by UGU • Total monthly billing by service type • Total monthly administrative fee • Total number of reported troubles for the month • Total number of reported troubles that have been cleared for the month • Total number of UGU users that have been migrated for the month • Total monthly billing for the migrated UGU users • Total monthly administrative fees for the migrated UGU users for the month • Total number of network security incidents per month • Total number of suspected network security incidents per month
Survivability Requirements The Offeror must have a survivability process in the event the Offeror’s hosting site, the State or the UGU suffers network or hardware outages.
29.
Business Continuity The Offeror must have a business continuity process in the event of service failure to the Offeror’s router, gateway or border element or to the Offeror’s network. This process must include backup and restoration of data to systems and services, redundant components, services and features that are available during failure.
30.
Disaster Recovery Requirements The Offeror must have a disaster recovery process for recovery if a disaster occurs and the Offeror’s Hosting site loses the ability to provide the hosted Contact Center services.
31.
Service Level Requirements The Offeror must submit a service level agreement (SLA) of its own design with the Offeror’s proposal. The SLA submitted with the Offeror’s proposal must contain all Service Standards, provisions, and remedies proposed by the Offeror in response to this RFP. An acceptable SLA will include, at minimum, all required and mandatory requirements including (but not limited to) service standards, compliance measurements, intervals, durations, bill accuracy and discrepancy resolution; any item where a failure to meet a requirement or standard results in a financial remedy including the administration and management of the SLA.
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The SLA Must not include any terms or conditions that conflict, alter or address terms set forth in this solicitation, e.g. payment, termination, indemnification, assignment, limitations on liability, and other boilerplate. The SLA must include a statement of scope clearly stating that the SLA covers all services to be delivered, including services for planning, provisioning, testing, operating, managing, and improving the services that are the subject of this RFP. The SLA must provide coverage for, and refer to, all services, and service addresses within the boundaries of the State of South Carolina. 31.1
31.2
31.3
31.4 31.5 31.6
The Offeror must list and provide related documents that will support the SLA, including, but not limited to, the following: • documentation standards and separate procedures for Provisioning processes and escalation; • trouble resolution and escalation; • management and monitoring processes and reporting; • service payment calculations and payments; • billing accuracy and discrepancy resolution processes, including credit adjustment processes and intervals; • change management procedures and processes. The Offeror is required to provide a detailed description of the system or application that will be employed to manage credit calculation, credit issuance and credit receipt for performance failures that result in a remedy on behalf of the State. The Offeror must identify Offeror’s key points of contact in the SLA. These are individuals who will directly support the SLA. This must include name, title, business address, phone, and e-mail contact information. The Offeror will provide space in the SLA for contact information for State key points of contact, and a procedure for making and communicating changes to the contact information within the SLA. Provide a reference for each individual’s role in the escalation process. The Offeror shall provide a minimum remedy for failure to meet a monthly Service Standard guarantee for Availability equal to or greater than 1/30th of the monthly recurring charge for each cumulative hour of outage. The State requires an average Mean Opinion Score (MOS) level of 4. The States requires a 99.99% level of service availability. This does not include planned maintenance outages. The State requires the following service levels of response for the hosted VoIP service:
SERVICE LEVELS PRIORITY
REQUIRED MINIMUM RESPONSE TIME
TARGET RESTORATION TIME (MINIMUM)
Critical / Emergency
30 minutes
Four (4) hours
High / Major / Urgent
30 minutes
Four (4) hours
Medium
One (1) hour
Eight (8) hours
Low / Minor
One (1) hour
Eight (8) hours
Critical / Emergency: High / Major / Urgent:
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System completely down; all agencies/UGUs impacted; no access to PSTN is available. 50 – 75% of agencies/UGUs impacted; limited system functionality is available; 50% or more of PSTN is not available.
Medium: Low / Minor:
32.
Status Updates and Reporting Requirements 32.1 32.2 32.3 32.4
33.
25 - 50% of agencies/UGUs affected; system is operational but with some loss of functionality; 75% or more of PSTN is available. Minimal number of agencies/UGUs impacted; service still operates as normal; no loss of PSTN access.
The Contractor shall meet in person monthly with the DoT Contracts Manager. The Contractor shall provide an update on inventory, the number of migrated UGU users and associated billing and administrative fees in a monthly report. The Contractor shall provide an update on any outstanding implementation, service level or other issues as related to the services provided in a monthly report. The Contractor shall provide an update on any outstanding security implementations or remediation related to the services provided in a monthly report.
Inventory of Services Requirements 33.1 33.2 33.3
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The Offeror shall create and maintain an inventory of services provided and that this inventory be accessible via a web portal 7 x 24 x 365 (see 28. Contractor Web Portal). The inventory must be updated on a monthly basis. The inventory (in Excel and PDF format) must be inclusive of all services provided with the following information: • type of service and quantity • date of installation of service • agency name • address where service is provided • billed amount for service, detailed by service
Lot 3: Hosted Integrated Voice Response (IVR) 1.
General Requirements 1.1 1.2
1.3
1.4 1.5
1.6
1.7 1.8
1.9
1.10 1.11 1.12 1.13 1.14 1.15 1.16 1.17 1.18 1.19 1.20 1.21 1.22 1.23 1.24
2.
The Offeror shall provide hosted IVR services using SIP as the signaling protocol for both incoming and outgoing calls. The Offeror shall host the service in a Tier 3 or Tier 4 Data Center located within the contiguous United States. The Offeror shall have a backup Data Center located within the contiguous United States. The service shall be deployed in a multi-tenant configuration with varying levels of service capabilities per tenant partition depending upon the specific requirements of the subscribing UGU. The varying levels of service may be predefined by the Offeror. The Offeror shall provide a scalable service to allow for quick expansion and/or reduction in size based on actual usage, capacity needs and UGU requirements. The Offeror shall provide varying service levels, packages, feature bundles, and feature sets to accommodate the differing needs across the Enterprise and UGUs. A la carte supported features shall be included regardless of their inclusion in the service level/package/bundle. The Offeror must provide the capability to extend the service to remote locations via direct network connectivity to the Offeror’s service platform. This remote capability must be fully encrypted if not being done from a location that provides an encrypted connection. The Offeror shall provide IVR features and functionality. The Offeror shall provide Application Programming Interfaces (APIs), Computer Telephony Integration (CTI) and professional services for the development of services that enable individual UGUs to customize applications within their own tenant partition space. The Offeror’s service shall be able to be integrated into and interoperate with the UGU’s existing or new Contact Center, databases, servers and mainframes and shall provide for the delivery of screen-pop data to the UGU’s Contact Center agent when the call is delivered. The Offeror’s service shall use standards-based applications and code and remain vendor and technology agnostic. The Offeror shall provide sufficient call/talk/media paths to meet the subscribing UGU’s IVR’s level of service requirements. The service shall allow simultaneous dial-tone access for all IVR UGUs. No blocked calls/contacts into the IVR shall be allowed. Overflow should be accomplished via queuing. The State requires the capability for flexible scaling of the number of IVR access ports for traffic and inbound/outbound call or contact paths. The Offeror’s service shall have bi-lingual capabilities in both English and Spanish. The Offeror’s service shall have bi-lingual text-to-speech capabilities for voice playback of information fields in both English and Spanish. The Offeror shall provide an activity log of all changes to the configurations or routing of the service provided. The Offeror shall provide call recording capabilities. The Offeror shall provide recorded announcement capabilities. The Offeror’s service shall provide the capability for automated customer surveys. The Offeror shall provide a Knowledge Management solution that shall capture and make available information in order to understand and maintain the IVR platform. The Offeror shall have an option for Enhanced Workforce Management functionality. The Offeror shall have an option for Integrated Workforce Management functionality. The Offeror shall provide portability of current UGU data for migration to the service. Other Contractors may be added to this lot throughout the life of the contract subject to agreement to all the terms and conditions herein.
UGU Requirements 2.1 2.2
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The Offeror shall provide a turn-key installation for the IVR service and be able to support the UGU’s IVR application for the life of the contract. The Offeror shall establish a process for configuring and implementing the IVR service to meet the business and environmental requirements of the UGU.
2.3
3.
The Offeror shall provide all necessary professional and consulting services for the UGU’s IVR application to include a Statement of Work including, but not limited to, the following: • Scope of Work • Data gathering • Requirements gathering • Business Process Analysis • Recommendations • Design • Testing • Implementation • Acceptance • Post-implementation support services
Routing Requirements 3.1
The State requires conditional routing based on, but not limited to, the following criteria: • Time of day / day of week • # of incoming calls/contacts • # calls/contacts in queue • # of overflow calls/contacts • Length of time in queue • Prompting by the IVR or automated attendant • No answer 3.2 The service must support multi-media incoming routing to include voice, email, fax, web, text and chat.
4.
Reporting Requirements The State requires that the service provide for both real-time and historical reporting to include, but not limited to, traffic and usage statistical data components which are included in the service and which are optional.
5.
Local Dial Tone Requirements 5.1 5.2
5.3
6.
Long Distance Calling, International Calling Requirements 6.1 6.2 6.3
7.
The Offeror shall provide local dial tone to support inbound and outbound off-network calling at no additional cost to the State. The Offeror shall provision and maintain the appropriate level of PSTN call paths to meet at least a P01 grade of service (see Glossary for definition) for inbound, outbound, on-net and off-net calling. The Offeror must provide discrete concurrent call / call path elements to support inbound and outbound calling activity through the Offeror’s hosted platform.
All U.S. long-distance intra-state and interstate calling for UGUs subscribing to the Offeror’s IVR service shall be provided at no additional cost to the UGU. The Offeror shall provide toll-free services for both inbound and outbound calling at no additional cost to the UGU. All international calling for UGUs subscribing to the Offeror’s hosted IVR Service shall be billed at rates not to exceed the existing State contract rate for international calls or shall be provided at no additional cost to the UGU.
Telephone Number Requirements 7.1 7.2
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The State shall retain ownership and use of all existing State telephone numbers as they are currently assigned and any additional unused block of numbers currently assigned to the State. Telephone numbers must be published in the respective local directories at no additional charge to the State. The Offeror shall be responsible for coordinating with UGUs in the on-going
maintenance of Directory Listings for the White Pages, Blue Pages and Yellow Pages and shall provide updates to the respective White Pages, Blue Pages and Yellow Pages providers.
8.
Virtual Telephone Number Requirements The State shall retain ownership and use of all existing State virtual telephone numbers as they are currently assigned.
9.
Local Number Portability Requirements The State currently has ranges of telephone numbers that are assigned to UGUs on a per Order basis. These numbers are local to the servicing area and must remain a part of the State’s dial plan within the designated area codes. The Offeror must provide Local Number Portability.
12.
Dial Plan Requirements 12.1 12.2 12.3
13.
The Dial Plan shall conform to the North American Numbering Plan Administration (NANPA) practices. Digit manipulation and masking are required in routing calls as determined by the call processing termination. The Offeror’s service shall provide the ability to grant or deny calling privileges.
Directory Number Intercept and Reference Requirements The Offeror shall provide a reference or disconnect message when a number has been changed or disconnected.
14.
E911 and 911 Access Service Requirements 14.1
14.2 14.3
15.
The Offeror shall provide full 911 and E911 functionality and support including, but not limited to, the following: • Updating information to the ENTRATA database • Automatic Line Identification (ALI) • Automatic Number Identification (ANI) • Defining Emergency Response Location (ERL) • Emergency Location Identification Number (ELIN) The service shall include the capability for customers to deploy and manage their own E911 services including location reporting and call routing to localized numbers. The Offeror shall implement a methodology for the completion of E911/911 calls in the event of a failure of the hosted IVR service, in the event of a network failure and for E911/911 calls and response from mobile phones and soft clients.
Security Requirements 15.1
15.2 15.3
15.4
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The Offeror must certify that every element of the services provided meets all relevant compliance requirements including, but not limited to, the data that will transit, be stored upon or processed by Offeror’s service in any format for the following: • National Institute of Standards and Technology (NIST) 800-53 Revision 4, Moderate baseline • National Institute of Standards and Technology (NIST) 800-58 Security Considerations for VoIP Systems • NIST SP 800-122 Guide to protecting the Confidentiality of Personally Identifiable information The Offeror shall agree to be compliant with the South Carolina Security policies and standards located at http://dis.sc.gov/PoliciesAndProcedures/Pages/default.aspx. The Offeror must review these policies, standards and compliance requirements on an annual basis and provide required documentation of compliance. Future modifications to State policies identified in 15.2 will allow a year for compliance requirements. Within a maximum of twenty-four (24) hours, the Offeror shall notify the procuring entity in accordance with South Carolina law in the event of a breach of any of the State’s information within the control of Offeror or its information systems. Offeror agrees to provide remedial
15.5
16.
Network Security Requirements 16.1
16.2 16.3 16.4
17.
17.2 17.3 17.4 17.5
The Offeror shall be responsible for providing network connectivity and transport facilities from the MetroNet to the Offeror’s IVR service unless transport facilities already owned by the State are leveraged. The Offeror shall provide network connectivity between the MetroNet and the Offeror’s service at no cost to the State. For any UGU not directly connected to the MetroNet, the Offeror must define and describe how connectivity to the UGU would be provided. The Offeror shall consult with the DoT and the respective UGU to select the appropriate connectivity option(s) to be implemented on a case-by-case basis. The Offeror shall implement network connectivity and number of concurrent call paths at the sole discretion of the State.
Demarcation Requirements 18.1
18.2
19.
The State requires the ability to secure all traffic into and within its network. To that end, the State implements various network security elements including firewalls, router access lists, intrusion prevention systems (IPS), virtual private networks (VPN), wireless LAN encryption/authentication, and network access control (NAC). The Offeror shall supply requirements for traversing intrusion prevention systems, specifying filters that should be appropriately tuned due to known interference with the hosted VoIP service. The Offeror shall implement wireless LAN encryption/authentication methods via industry standards supported by the wireless phones. The State requires the ability to encrypt select voice communications as well as voice mail forwarded as an email or in an email attachment as needed. The Offeror shall ensure that any connection from the State or UGU’s premises to the hosted VoIP service site is fully encrypted and authenticated.
Physical Transport – Network Connection Requirements 17.1
18.
services to the information subjects appropriate for the type of information breached (e.g. credit fraud protection in the event of breach of Social Security Numbers). The Offeror shall protect the services from common IP vulnerabilities, including denial-of-service attacks.
If the Offeror’s solution requires any on premise equipment, specify the equipment and point of demarcation, rack space, power and any physical requirements of the Offeror’s equipment that will be located at the UGU’s premise. The Offeror shall notify the UGU of the particular type of Ethernet interface that will be available for the UGU to connect the UGU’s network to the Offeror’s service.
Network Assessment Requirements 19.1 19.2
19.3 19.4
19.5
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The Offeror shall define the UGU’s network requirements for successful deployment of the Offeror’s hosted IVR service. A network assessment and certification is required prior to the installation of any service. Prior to connection of the Offeror’s hosted IVR service to the State’s network or to the internal network of any UGU, the Offeror shall perform a network assessment. The Offeror shall implement a methodology and process used to test the conformance of the UGU’s network prior to full implementation. The Offeror shall communicate the findings of each network assessment to designated Network Design personnel at the DoT and to designated Network Administrator personnel at each assessed UGU, enabling the State and/or the UGU to remediate any issues revealed in the assessment that might inhibit the proper functioning of Offeror’s service. The Offeror shall provide the required assessments at no cost to the State or to any UGU.
20.
Requirements for Migration in Coordination with Current Contract Provider 20.1
20.2
20.3 20.4
21.
Implementation – Project Management Requirements 21.1 21.2
21.3
22.
Project Management Services are required for all implementations of hosted IVR services. The Offeror shall provide a Lead Project Manager with Project Management Professional (PMP) and/or Program Management Professional (PgMP) certification by the Project Management Institute (PMI) to manage the Offeror’s implementation workflow. It is required that the project be managed in accordance with Project Management Institute (PMI) recommended principles and best practices, as reflected in the Project Management Body of Knowledge (PMBOK). The Offeror shall implement and describe a standard process for coordinating with the UGUs from ordering services to completion of installation and testing of services.
Testing and Acceptance Requirements 22.1
22.2
22.3
23.
All IVR telephony currently in service under contracts with the current contract provider, including all legacy PBX ports and circuits and VoIP ports, shall be transitioned to the hosted IVR service no later than June 30, 2017. The Offeror must work in close collaboration with the current contract provider to: • Identify all IVR telephony UGUs targeted to be migrated by the agency • Perform all necessary technical assessments and planning needed for migration • Schedule migration by UGU and subset (location/department/floor, etc.) • Stage appropriate hard or soft phones, if applicable • Instruct the current contract provider to decommission/delete ports/seats once the migration is performed • Assume service, billing, maintenance and Help Desk support for migrated IVR/telephony Verify that all migrated ports/IVR/telephony have been deleted from previous Contractors’ billing at true-up. At the end of the Contract, the Contractor shall also provide all required documentation, data, etc., to facilitate the transition to a new State Contractor.
The Offeror shall use generally accepted testing methodologies for implementing and testing services. At a minimum, the Offeror shall demonstrate a high level of service performance and availability for a continuous period of ten (10) working days without disruptions, delays or degradation of service prior to conversion to the service and activation of billing for the service. The Offeror shall implement a formal testing process for the migration of agency/UGUs to the hosted service. The test plan shall include but not be limited to testing for the following: • Dial tone • Ability to make local and long distance calls • Ability to receive calls • Ability to integrate with the UGU’s mainframe and/or server applications including any required query, updating and deleting of data • Ability for agents and supervisors to receive and make local calls • Ability to receive and process multi-media incoming calls/contacts • Ability to test the delivered application end-to-end • All predefined call flow and routing patterns including any applicable recording, prompting and applications • Acceptance Criteria as defined by the UGU The Offeror shall meet the UGU’s acceptance requirements for the service prior to final acceptance of the solution. Written acceptance by the UGU based on aforementioned service performance and availability requirements must be attained prior to billing start date.
Training & Documentation Requirements 23.1 23.2
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The Offeror shall provide training at no cost for UGUs and system administrators. The Offeror shall provide access to technical documentation as it relates to the system features and services, system administration and training documentation at no cost to the State. This
documentation can be in the form of webinars with links to technical and system administration documentation.
24.
Service and Performance Requirements 24.1
24.2
24.3
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Maintenance 24.1.1 The Offeror shall preventatively and proactively maintain, repair, replace and/or upgrade system components for the hosted IVR service including parts and labor at no additional charge to the State. Maintenance coverage shall be available 24 hours a day, 7 days a week, 365 days a year. The Offeror shall comply with the DoT Change Management process. Change Requests must be submitted to the DoT Help Desk by 5:00 p.m. on Monday to be presented to the 11:00 a.m. Tuesday Change Management meeting. The Offeror shall be present to review proposed changes at the Change Management meeting. DoT will determine whether the request is approved, disapproved, or needs to be rescheduled. Once approved, the Offeror may proceed with the scheduled maintenance at a mutually agreed upon time and shall provide a notification to the DoT Help Desk indicating the conclusion of the maintenance. Emergency Repair 24.2.1 The Offeror shall provide notification prior to emergency repair for any problems that may have an impact on service. The notification shall include the reason, starting time, duration, customer impact and other pertinent information and shall be sent to the DoT Help Desk. DoT will coordinate with the Offeror to schedule the emergency repair. 24.2.2 The Offeror shall have an advance emergency repair notifications process. The maximum notification is thirty (30) minutes. Response Time 24.3.1 The Offeror shall adhere to standard restoration intervals. The standard restoration interval is four (4) hours. The State desires the shortest service restoration time possible. The Offeror’s failure to meet the lesser of the State’s standard restoration interval or the Offeror’s standard restoration interval may result in liquidation damages. The restored service shall meet all performance measures existing prior to the occurrence of the service impact problem. 24.3.2 The Offeror shall have documented service restoration procedures and problem resolution guidelines intended to provide minimum disruption of service to the UGU. 24.3.3 The Offeror shall respond to a problem affecting service quality within thirty (30) minutes or less from the earliest of the following: (1) the time the system first registers the problem, or (2) the time the UGU reports the problem. The UGU that is impacted by or reported a problem shall be contacted by a technician within the thirty (30) minute window. 24.3.4 The Offeror shall respond to the problems by using appropriate procedures and technologies, including but not limited to, remote diagnostic and administration and dispatch of trained technicians on site. Remote administration may be used to identify and resolve problems; however, this method shall not be used to extend any required response or restoration times. 24.3.5 The Offeror shall provide oral (phone call) or written (email) notification to the UGU indicating the conclusion of the repair. 24.3.6 The Offeror shall provide a post mortem report for all emergency and major outages to include analysis and determination of the root cause, resolution of the outage, and preventative measures instituted within two calendar days after the problem resolution.
24.4
24.5 24.6
24.7
25.
Monitoring 24.4.1 The Offeror shall have monitoring services 24 hours per day, 7 days a week, 365 days per year. The monitoring must include but not be limited to: • Network latency • Jitter • Packet loss • Service interruption • Traffic analysis to include unsuccessful call attempts and blocked calls 24.4.2 The Offeror shall provide monitoring reports to the State upon request at no additional charge. Technical Support 24.5.1 The Offeror shall have 7 x 24 x 365 technical support for the provided Service. Trouble Reporting 24.6.1 The Offeror shall have a trouble reporting and resolution process with tiered escalation procedures. 24.6.2 The Offeror shall implement an administrative web portal with 7 x 24 x 365 availability for the proposed service. Help Desk, 7 x 24 x 365 24.7.1 The Offeror must have 7 x 24 x 365 Help Desk availability for any technical, procedural and operational issues for all components of the service. 24.7.2 The Offeror shall assign a single point of contact (with appropriate backup) for the Help Desk. 24.7.3 The Offeror must implement Centralized Trouble Ticketing via a web portal for UGUs, in addition to voice calls and email submissions. 24.7.4 The Offeror shall provide role-based access to the Centralized Trouble Ticketing System to ensure UGU data privacy and confidentiality.
Service Administration Requirements 25.1
25.2
25.3 25.4
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The hosted IVR service must be managed by the Offeror. However, the State also requires the discretionary administrative capability for UGUs to locally make some changes to services once they are established by the Offeror. These include but are not limited to: • Routing pattern options • IVR profile options • Recorded announcement options • Reporting options • User levels of permissions/privileges • Scaling of IVR ports The service must use role-based access unique to each UGU. The Offeror shall ensure that these activities are secure and isolated to each UGU. These logins must include read-only and readwrite administrative agents’ permissions. Roles may include, but are not limited to, DoT state administrator, DoT state contracts manager, DoT Help Desk, UGU administrator, UGU billing function, and the UGU help desk. The Service Administration functions shall be performed real-time. MACD – Moves, Adds, Changes, Deletes 25.4.1 The Offeror shall have MACD activity for the hosted IVR service to include moves, additions, changes and deletion/removal of service. MACD services may also include a range of tasks including, but not limited to, minor software changes, design changes, and service decommission. 25.4.2 The Offeror shall have a secure web portal for in-take and processing of MACD requests. The portal must be available 7 x 24 x 365. The portal must permit role based entry, edit, and view of all orders, order activity, order status, and order completion by UGU. 25.4.3 The Offeror shall assign a single point of contact (with appropriate backup) for all UGU MACD activity. 25.4.4 All MACD services provided by the Offeror shall be performed on a T&M basis at the then current contract rate.
25.4.5 25.4.6
25.4.7
Work orders, installation, project management and other MACD related work will be billed to the UGU for which the work is being completed at the then current contract rate. The work shall be performed within one (1) to three (3) business days from the receipt of the work order or based on a mutually agreeable scheduled due date. For MACD projects involving design changes, appropriate alternative schedules may be negotiated. The Offeror shall provide the requesting UGU oral (phone call) or written (email) notification of completion and/or resolution status for all order activity.
26. Billing Requirements 26.1
26.2
26.3
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Direct Billing 26.1.1 The Offeror is required to provide direct billing to UGUs for the service(s) provided. 26.1.2 Billing shall be on a completed monthly basis and shall include services from the 1st of every month through the end of the month. The actual bills shall be delivered to the UGUs within 10 days after the last day of the month. Administrative Fee 26.2.1 The Offeror shall be assessed an Administrative Fee to be added to the total actual monthly charges for all services/products provided directly to UGUs within the State of South Carolina. The Administrative Fee will not be listed as a separate line item in the invoice to the UGU. The DoT reserves the right to change this fee during the term of this Contract, upon written notice to the Contractor. Changes in the Administrative Fee shall be incorporated into the price to the UGUs on the date designated by the DoT. 26.2.2 The Offeror shall send a check monthly for the total amount of the Administrative Fee to the DoT within ten (10) days after the monthly billing cycle ends. Each remittance shall include the month covered as well as the contract number. 26.2.3 Any Administrative Fee discrepancy must be addressed and resolved prior to the next billing cycle. Individual Using Governmental Unit (UGU) Invoice 26.3.1 The Offeror shall deliver a monthly invoice to each participating UGU no later than ten (10) days after the billing cycle ends. 26.3.2 The invoice must contain, but is not limited to, the following data items: • Individual line item for each type of service • Name of UGU • Name of service provided • Quantity of service provided by name of service • Unit cost of service provided • Time and Material charges • MACD charges • Installation charges • Total monthly cost of service provided by type of service • Total monthly cost of all services provided – pre-tax • Monthly tax and other fees • Total monthly cost for all services, fees and taxes 26.3.3 Any billing discrepancy must be addressed and resolved prior to the next billing cycle. 26.3.4 In the case of a billing error by the Offeror, the Offeror shall not back-bill any UGU for such errors. 26.3.5 Any over-billing to the UGUs shall be resolved through a credit or adjustment to the UGU regardless of time elapsed since the error occurred.
27.
Contractor Web Portal 27.1
27.2 27.3 27.4
27.5
27.6 27.7
27.8
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The Contractor shall provide a secure billing web portal that contains all current and historical billing which is accessible by authorized and verifiable single points of contact within each UGU that is receiving a service from the Contractor. The web portal must be available 24 x 7 x 365. The information contained in the web portal must be current as of the previous day and must provide access to all historical data. Access to the web portal security must be role based. The Offeror shall ensure that these activities are secure and isolated to each UGU. These logins must include read-only and read-write administrative agents’ permissions. Roles may include, but are not limited to, DoT state administrator, DoT state contracts manager, DoT Help Desk, UGU administrator, UGU billing function, and the UGU help desk. The web portal must contain the following data elements and be viewable in a dashboard design: • UGU for which the service is provided • physical address of the service provided • date of installation in mm/dd/yyyy format • monthly fee for the service in $$$$.$$ format • name of the service using a standardized naming convention • quantity of the service • description of the service using a standardized description convention • monthly administrative fee associated with the service (access based on role) • monthly billing totals per UGU summarized by o type of service provided o administrative fees o Time and Material charges o Installation charges o MACD charges Information from the web portal must be downloadable in a PDF and Excel format. The Contractor must provide a monthly update on the web portal for the DoT Contract Manager role. The update must be completed within ten (10) days after the billing cycle. The update shall include the following information: • Monthly administrative fee by type of service o By UGU o By Service Type o Total for all UGUs • Monthly billing summary by type of service o By UGU o By Service Type o Total for all UGUs The Contractor shall provide monthly reporting for services provided. This information shall be provided via the web portal with access granted for specific roles only. Information required includes the following: • Total monthly billing • Total monthly billing by UGU • Total monthly billing by service type • Total monthly administrative fee • Total number of reported troubles for the month • Total number of reported troubles that have been cleared for the month • Total number of UGU users that have been migrated for the month • Total monthly billing for the migrated UGU users • Total monthly administrative fees for the migrated UGU users for the month • Total number of network security incidents per month • Total number of suspected network security incidents per month
28.
Survivability Requirements The Offeror must have a survivability process in the event the Offeror’s hosting site, the State or the UGU suffers network or hardware outages.
29.
Business Continuity The Offeror must have a business continuity process in the event of service failure to the Offeror’s router, gateway or border element or to the Offeror’s network. This process must include backup and restoration of data to systems and services, redundant components, services and features that are available during failure.
30.
Disaster Recovery Requirements The Offeror must have a disaster recovery process for recovery if a disaster occurs and the Offeror’s Hosting site loses the ability to provide the hosted IVR services.
31.
Service Level Requirements The Offeror must submit a service level agreement (SLA) of its own design with the Offeror’s proposal. The SLA submitted with the Offeror’s proposal must contain all Service Standards, provisions, and remedies proposed by the Offeror in response to this RFP. An acceptable SLA will include, at minimum, all required and mandatory requirements including (but not limited to) service standards, compliance measurements, intervals, durations, bill accuracy and discrepancy resolution; any item where a failure to meet a requirement or standard results in a financial remedy including the administration and management of the SLA. The SLA Must not include any terms or conditions that conflict, alter or address terms set forth in this solicitation, e.g. payment, termination, indemnification, assignment, limitations on liability, and other boilerplate. The SLA must include a statement of scope clearly stating that the SLA covers all services to be delivered, including services for planning, provisioning, testing, operating, managing, and improving the services that are the subject of this RFP. The SLA must provide coverage for, and refer to, all services, and service addresses within the boundaries of the State of South Carolina. 31.1
31.2
31.3
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The Offeror must list and provide related documents that will support the SLA, including, but not limited to, the following: • documentation standards and separate procedures for Provisioning processes and escalation; • trouble resolution and escalation; • management and monitoring processes and reporting; • service payment calculations and payments; • billing accuracy and discrepancy resolution processes, including credit adjustment processes and intervals; • change management procedures and processes. The Offeror is required to provide a detailed description of the system or application that will be employed to manage credit calculation, credit issuance and credit receipt for performance failures that result in a remedy on behalf of the State. The Offeror must identify Offeror’s key points of contact in the SLA. These are individuals who will directly support the SLA. This must include name, title, business address, phone, and e-mail contact information. The Offeror will provide space in the SLA for contact information for State key points of contact, and a procedure for making and communicating changes to the contact information within the SLA. Provide a reference for each individual’s role in the escalation process. The Offeror shall provide a minimum remedy for failure to meet a monthly Service Standard guarantee for Availability equal to or greater than 1/30th of the monthly recurring charge for each cumulative hour of outage.
31.4 31.5 31.6
The State requires an average Mean Opinion Score (MOS) level of 4. The States requires a 99.99% level of service availability. This does not include planned maintenance outages. The State requires the following service levels of response for the hosted VoIP service:
SERVICE LEVELS PRIORITY
REQUIRED MINIMUM RESPONSE TIME
TARGET RESTORATION TIME (MINIMUM)
Critical / Emergency
30 minutes
Four (4) hours
High / Major / Urgent
30 minutes
Four (4) hours
Medium
One (1) hour
Eight (8) hours
Low / Minor
One (1) hour
Eight (8) hours
Critical / Emergency: High / Major / Urgent: Medium: Low / Minor:
32.
Status Updates and Reporting Requirements 32.1 32.2 32.3 32.4
33.
System completely down; all agencies/UGUs impacted; no access to PSTN is available. 50 – 75% of agencies/UGUs impacted; limited system functionality is available; 50% or more of PSTN is not available. 25 - 50% of agencies/UGUs affected; system is operational but with some loss of functionality; 75% or more of PSTN is available. Minimal number of agencies/UGUs impacted; service still operates as normal; no loss of PSTN access.
The Contractor shall meet in person monthly with the DoT Contracts Manager. The Contractor shall provide an update on inventory, the number of migrated UGU users and associated billing and administrative fees in a monthly report. The Contractor shall provide an update on any outstanding implementation, service level or other issues as related to the services provided in a monthly report. The Contractor shall provide an update on any outstanding security implementations or remediation related to the services provided in a monthly report.
Inventory of Services Requirements 33.1 33.2 33.3
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The Offeror shall create and maintain an inventory of services provided and that this inventory be accessible via a web portal 7 x 24 x 365 (see 27. Contractor Web Portal). The inventory must be updated on a monthly basis. The inventory (in Excel and PDF format) must be inclusive of all services provided with the following information: • type of service and quantity • date of installation of service • agency name • address where service is provided • billed amount for service, detailed by service
SECTION IV.
INFORMATION FOR OFFERORS TO SUBMIT
INFORMATION FOR OFFERORS TO SUBMIT – GENERAL (JAN 2006) Offeror shall submit a signed Cover Page and Page Two. Offeror should submit all other information and documents requested in this part and in parts II.B. Special Instructions; III. Scope of Work; V. Qualifications; VIII. Bidding Schedule/Price Proposal; and any appropriate attachments addressed in section IX. Attachments to Solicitations. [04-4010-1] CONTENT AND FORMAT OF PROPOSAL The items listed below represent the order of and the minimum sections and the information to be included in the proposal. Your offer should include enough detail from the outline below to demonstrate an understanding of the current environment and scope of the project. If your proposal includes any comment over and above the specific information requested below, you are to include this information as a separate appendix to your proposal. Sample materials, large drawings, or display pieces should be referenced in the appropriate section and labeled accordingly. The proposals shall be organized in the order specified in this RFP. A proposal that is not organized in this manner risks elimination from consideration if the State is unable to find where the RFP requirements are specifically addressed. Failure to provide information required by this RFP may result in rejection of the proposal. Offers which impose conditions that modify requirements of the Solicitation may be rejected (Reference “RESPONSIVENESS/IMPROPER OFFERS” clause). (A.) (B.)
(C.)
(D.)
COMPLETED AND SIGNED “COVERPAGE” AND “PAGE TWO” (inside cover) EXECUTIVE OVERVIEW Each Offeror’s proposal must include an overview/summary description of its proposed solution and an explanation demonstrating the Offeror’s understanding of needs as expressed in this solicitation. Offeror should explicitly state its ability to meet the minimum requirements, and/or how its proposed solution will satisfy the agency's needs. TECHNICAL PROPOSAL Your offer should include a summary of the proposed technical solution with enough detail to demonstrate an understanding of the current environment and scope of the project. 1. The Technical Proposal shall be developed and submitted in accordance with the instructions outlined in this RFP. The Offeror’s proposals shall be prepared simply and economically, and they must include a straightforward, concise description of the Offeror’s capabilities that satisfy the requirements of the RFP. Although concise, the proposals should be thorough and detailed so that the evaluators may properly evaluate the Offeror’s capacity to provide the required services. All descriptions of services should include an explanation of proposed methodology, where applicable. The proposals may include additional information that the Offeror considers relevant to this RFP. 2. The proposals shall be organized in the order specified in this RFP. A proposal that is not organized in this manner risks elimination from consideration if the State is unable to find where the RFP requirements are specifically addressed. Failure to provide information required by this RFP may result in rejection of the proposal. 3. Critical Elements of the Technical Proposal--The Offeror must provide written, point-by-point narrative responses to each proposal requirement in Section III Scope of Work/Specification. Each response shall clearly indicate whether the Offeror’s proposal meets or exceeds the requirements of the RFP. Offerors shall explain in detail the method used to meet each requirement. It is very important to state the RFP requirement and then respond below it. Supplemental technical information, product literature and other supporting materials that further explain or demonstrate the proposed system capabilities may also be included within the proposal. It is the responsibility of the Offeror to ensure all elements of the RFP have been responded to in accordance to the RFP. If the proposal does not follow the RFP requirements point- by-point, it may be scored accordingly. PRICE PROPOSAL Your offer must include the price proposal for each of the lots for which you are making an offer. Pricing should contain all costs for performing the work associated with that price. Each Offeror must provide a Price Proposal that summarizes the advantages of contracting with the Offeror. The Price
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Proposal should include a complete cost breakdown of all costs associated with the Offeror’s proposal. Include complete pricing for each lot of the solution. The Offeror shall not include any Technical information in the Price Proposal. Offerors are to submit a Price Proposal as a separate document from the Technical Proposal.
MINORITY PARTICIPATION (JAN 2006) Is the bidder a South Carolina Certified Minority Business? [ ] Yes [ ] No Is the bidder a Minority Business certified by another governmental entity? [ ] Yes [ ] No If so, please list the certifying governmental entity: Will any of the work under this contract be performed by a SC certified Minority Business as a subcontractor? [ ] Yes [ ] No If so, what percentage of the total value of the contract will be performed by a SC certified Minority Business as a subcontractor? Will any of the work under this contract be performed by a minority business certified by another governmental entity as a subcontractor? [ ] Yes [ ] No If so, what percentage of the total value of the contract will be performed by a minority business certified by another governmental entity as a subcontractor? If a certified Minority Business is participating in this contract, please indicate all categories for which the Business is certified: [ ] Traditional minority [ ] Traditional minority, but female [ ] Women (Caucasian females) [ ] Hispanic minorities [ ] DOT referral (Traditional minority) [ ] DOT referral (Caucasian female) [ ] Temporary certification [ ] SBA 8 (a) certification referral [ ] Other minorities (Native American, Asian, etc.) (If more than one minority contractor will be utilized in the performance of this contract, please provide the information above for each minority business.) For a list of certified minority firms, please consult the Minority Business Directory, which is available at the following URL: http://www.govoepp.state.sc.us/osmba/. [04-4015-1] SUBMITTING REDACTED OFFERS (FEB 2007): You are required to mark the original copy of your offer to identify any information that is exempt from public disclosure. You must do so in accordance with the clause entitled “Submitting Confidential Information.” In addition, you must also submit one complete copy of your offer from which you have removed any information that you marked as exempt, i.e., a redacted copy. The information redacted should mirror in every detail the information marked as exempt from public disclosure. The redacted copy should 33.3.1 reflect the same pagination as the original, 33.3.2 show the empty space from which information was redacted, and 33.3.3 be submitted on magnetic media. (See clause entitled “Magnetic Media Required Format.”) Except for the redacted information, the CD must be identical to the original hard copy. Portable Document Format (.pdf) is preferred. [04-4030-1] PRIVACY POLICIES Offeror shall provide a complete copy of every privacy policy that will apply to any interaction between Offeror and the State and between Offeror and the using governmental units. Offeror shall agree to sign ancillary agreements with the Division of Technology and/or individual UGUs as required by State and/or federal law and/or regulation.
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OFFEROR E-RATE ENROLLMENT In order to submit a proposal on any products or services required in this solicitation which may be eligible for Erate reimbursement to eligible state agencies or entities, Offeror must participate in the Federal Universal Services Program known as E-rate. Offeror must be registered with the Schools and Libraries Division of the Universal Service Administrative Company (USAC). Offeror must provide its valid Service Provider Identification Number (SPIN).
INFORMATION FOR OFFERORS TO SUBMIT - EVALUATION (JAN 2006): In addition to information requested elsewhere in this solicitation, Offerors should submit the following information for purposes of evaluation: [04-4005-1] The Offeror shall submit relevant documentation that they have been in the business of installing and maintaining Enterprise level Telecommunications and Network services for each lot being proposed, (hosted VoIP, Contact Center, and IVR) for a period of at least three (3) years. Provide at least three references from projects of similar size and scope for each lot. Include the following information: Date of Implementation, Client Name, Client Address, Contact Name, Telephone Number, Current Email Address, Technical Contact Name, Technical Contact Telephone Number, Technical Contact E-mail Address, and Brief summary of the project. The Offer must include a plan detailing the following areas as appropriate: • Organization and staffing • Architecture • Security • Implementation plan and schedule • Problem resolution • Training and ongoing support (infrastructure and customer) • Customer service • Financial plan • Marketing to agencies
Lot 1: Hosted VoIP Offeror shall make a concise, detailed response, on a point-by-point basis to each stated requirement and specification stated in Section III Scope of Work/Specifications, Lot 1 hosted VoIP, Sub-sections 1 through 34 inclusive. Additional information to be submitted includes the following:
1.
General Requirements 1.1 The Offeror shall describe varying service levels, packages, feature bundles, and feature sets to 1.2
1.3
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accommodate the differing needs across the Enterprise. A la carte supported features shall be included regardless of their inclusion in the service level/package/bundle. The Offer shall describe a service architecture including the location of the service nodes, network and Public Switched Telephone Network (PSTN) connectivity options and other reliability elements that are included at no additional cost (e.g., secondary/backup service node, diversely routed or self-healing network connectivity, diverse power grids, etc.). The Offeror shall describe how they plan to extend the services to remote locations via direct network connectivity to the Offeror’s service platform. Include a description of the network connectivity options for the remote site. The Offeror must include the maximum number of concurrent call capabilities for each option utilizing G.711 and G.729A CODEC. Utilization of any of these options shall be at the sole discretion of DoT.
2.
Basic Voicemail Requirements The Offeror shall designate which features and functionality are included in the service and which are optional. The Offeror shall detail any size or storage limitations.
3.
Endpoint Requirements The Offeror shall list all mobile soft clients that are supported by the service including, but not limited to, Android and iOS.
4.
Desktop Video Requirements The service shall provide a description of the features and functionality.
5.
Local Dial Tone Requirements The Offeror shall describe concurrent call/call path requirements and considerations associated 5.1 5.2
6.
with the service including, but not limited to, any and all traffic associated with general telephony and any other applications that will require a call path. The Offeror shall describe how service elements such as QoS, Firewall, Voice Security, Call Administration Control, Border Elements, Redundancy, Monitoring of voice quality and other design elements are provided to ensure secure communications on the network.
Dial Plan Requirements 6.1 The Offeror shall describe how the service supports the ability to grant or deny calling privileges. 6.2 The Offeror shall describe the dial plan interactions with applications such as mobility, directory look ups and click to call type applications. 6.3 The Offeror shall describe the Dial Plan Architecture and the routing for local, long distance, and international calls as well as the accesses and displays for emergency and service codes, such as Directory Assistance, E911, 911, Caller ID, Calling Number Delivery and other N11 services.
7.
E911 and 911 Access Service Requirements 7.1 The Offeror shall describe its technical specifications on 911/E911 support, specifically including support of the following: • Updating information to the ENTRATA database • Automatic Line Identification (ALI) • Automatic Number Identification (ANI) • Defining Emergency Response Location (ERL) • Emergency Location Identification Number (ELIN) 7.2 The Offeror shall detail a methodology for the completion of E911/911 calls in the event of a failure of the hosted VoIP service, in the event of a network failure, and for E911/911 calls and response from mobile phones and soft clients.
8.
Security Requirements 8.1 The Offeror shall provide a certification of every element of the services with all relevant
8.2
8.3
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compliance requirements including, but not limited to, the data that will transit, be stored upon or processed by Offeror’s service in any format for the following: • National Institute of Standards and Technology (NIST) 800-53 Revision 4 • NIST SP 800-122 Guide to Protecting the Confidentiality of Personally Identifiable Information • ISO/IEC 2700-series Individual State agencies may have specific regulatory and/or statutory requirements in addition to those listed in Section III. The Offeror shall describe its discovery methodology for identifying such agency-specific requirements and how you intend to comply. The Offeror shall describe the policies, procedures, and methods in place for the physical security of your data centers and other sites where government information will be hosted, accessed, or maintained.
8.4
8.5 8.6 8.7 8.8
9.
Network Security Requirements 9.1 The State requires the ability to secure all traffic into and within its network. To that end, the
9.2 9.3 9.4
9.5 9.6 9.7 9.8 10.
The Offeror shall describe who audits their data center and network, how often it is audited and the results of the most recent two audits (indicate auditor’s full grading scale in order to assess the stated outcomes). The Offeror shall provide a written Service Level Agreement that covers security concerns and risks coverage. The Offeror shall provide encryption policies and procedures regarding the encryption of data at rest (when stored) and data in motion (during transmission or backup). The Offeror shall describe the policies and procedures for access to de-encryption keys. The Offeror shall provide policies, procedures, and methods for securing their hosted solution’s server operating systems from exploits. Define methods for preventing device-level exploits. Include a description of any locally installed gateways, data-storage devices, etc.
State implements various network security elements including firewalls, router access lists, intrusion prevention systems (IPS), virtual private networks (VPN), wireless LAN encryption/authentication, and network access control (NAC). The Offeror shall detail how the hosted VoIP service shall be able to operate in conjunction with these various security elements. The Offeror shall provide a description of firewall and router access list traversal requirements including, at a minimum, a comprehensive list of ports/protocols to be opened. The Offeror shall supply requirements for traversing intrusion prevention systems, specifying filters that should be disabled due to known interference with the hosted VoIP service. The State utilizes several different Virtual Private Network (VPN) technologies including LANto-LAN tunnels for remote office connectivity as well as an IPsec client-based, SSL client-based, and SSL clientless access for individuals. The Offeror shall detail any limitations and/or special requirements/considerations for accessing the hosted VoIP service through these types of VPN connections. The Offeror shall detail the wireless LAN encryption/authentication methods via industry standards supported by the wireless phones. The Offeror shall detail requirements/security considerations, if any, for telephones connecting to an 802.11 a/b/g/n/ac enabled local area network. The State requires the ability to encrypt select voice communications as well as voice mail forwarded as an email or in an email attachment as needed. The Offeror shall describe non-VPN encryption capabilities if available. The Offeror shall disclose any known interoperability issues between their hosted VoIP service and specific manufacturers’ security products of the types listed above.
Physical Transport – Network Connection Requirements For any UGU not directly connected to the MetroNet, define and describe how connectivity to the UGU would be provided.
11.
Network Assessment Requirements The Offeror shall describe the methodology and process used to test the conformance of the UGU’s network prior to full implementation.
12.
Requirements for Migration in Coordination with Current Contract Provider 12.1
The Offeror shall describe the plan and process to transition smoothly from the State’s current vendor’s services to the Offeror’s services. 12.2 Upon expiration of the Contract, describe the plan to provide required documentation, data, etc., to facilitate transition to a new State Contractor.
13.
Implementation – Project Management Requirements 13.1
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The Offeror shall provide a narrative describing its project management strategies and the major team member qualifications and responsibilities for implementing the hosted VoIP service.
13.2
14.
The Offeror shall provide a standard process for coordinating with the UGUs from ordering services to completion of installation and testing of services.
Testing and Acceptance Requirements The Offeror shall describe its formal testing process for the migration of agency/UGUs to the hosted service.
15.
Service and Performance Requirements 15.1 15.2 15.3 15.4 15.5
16.
The Offeror shall define its advance emergency repair notifications process. The Offeror shall provide its documented service restoration procedures and problem resolution guidelines. The Offeror shall describe its trouble reporting and resolution process. The Offeror shall describe its administrative web portal. The Offeror shall define the escalation process, Key Performance Indicators, and Tier 1, Tier 2 and Tier 3 processes and capabilities.
Survivability Requirements The Offeror shall define and detail a survivability process in the event the Offeror’s hosting site, the State or the UGU suffers network or hardware outages.
17.
Business Continuity The Offeror shall define and detail a business continuity process in the event of service failure to the Offeror’s router, gateway or border element or to the Offeror’s network.
18.
Disaster Recovery Requirements The Offeror shall define and detail its plan for recovery if a disaster occurs and the Offeror’s Hosting site loses the ability to provide the hosted VoIP services.
Lot 2: Hosted Contact Center Offeror shall make a concise, detailed response, on a point-by-point basis to each stated requirement and specification stated in Section III Scope of Work/Specifications, Lot 2 Hosted Contact Center, Subsections 1 through 33 inclusive. Additional information to be submitted includes the following:
1.
General Requirements 1.1. The Offeror shall describe varying service levels, packages, feature bundles, and feature sets to 1.2.
1.3.
1.4. 1.5. 1.6.
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accommodate the differing needs across the Enterprise. A la carte supported features shall be included regardless of their inclusion in the service level/package/bundle. The Offer shall provide and describe service architecture to include location of the service nodes, network and Public Switched Telephone Network (PSTN) connectivity options and other reliability elements that are included at no additional cost (e.g., secondary/backup service node, diversely routed or self-healing network connectivity, diverse power grids, etc.). The Offeror shall describe how it will extend the services to remote locations via direct network connectivity to the Offeror’s service platform. Include a description of the network connectivity options for the remote site. Include the maximum number of concurrent call capabilities for each option utilizing G.711 and G.729A CODEC. Utilization of any of these options shall be at the sole discretion of DoT. The Offeror shall list and describe the Contact Center features and functionality of the service and shall designate which features and functionality are included in the service and which are optional. Include any Contact Center capacity tables. The Offeror shall describe the call recording capabilities of the service and shall designate which capabilities are included in the service and which are optional. The Offeror shall describe the recorded announcement capabilities of the service and shall designate which capabilities are included in the service and which are optional.
2.
Routing Requirements 2.1. The Offeror shall provide a detailed description of the routing capabilities of the service and shall 2.2.
3.
Agent Requirements 3.1. The Offeror shall provide a detailed description of the agent capabilities of the service and shall 3.2.
4.
shall designate which capabilities are included in the service and which are optional. The Offeror shall describe the methodology for the adding, changing or deleting of supervisors and supervisor profiles by the UGU.
Reporting Requirements 5.1. The Offeror shall provide a detailed description of the reporting capabilities of the service and 5.2.
6.
designate which capabilities are included in the service and which are optional. The Offeror shall describe the methodology for the adding, changing or deleting of agents and agent profiles by the UGU.
Supervisor Requirements 4.1. The Offeror shall provide a detailed description of the supervisor capabilities of the service and 4.2.
5.
designate which capabilities are included in the service and which are optional. The Offeror shall describe the methodology for the adding, changing or deleting of routing patterns by the UGU.
shall designate which capabilities are included in the service and which are optional. The Offeror shall describe the types of statistical data the service provides and designate which components are included in the service and which are optional.
Endpoint Requirements The Offeror shall list all mobile soft clients that are supported by the service including, but not limited to, Android and iOS.
7.
Local Dial Tone Requirements The Offeror must provide discrete concurrent call / call path elements to support inbound and 7.1.
7.2.
outbound calling activity through the Offeror’s hosted platform. The Offeror shall describe concurrent call/call path requirements and considerations associate with the service including, but not limited to, any and all traffic associated with general telephony and any other applications that will require a call path. The Offeror shall describe how service elements such as QoS, Firewall, Voice Security, Call Administration Control, Border Elements, Redundancy, Monitoring of voice quality and other design elements are provided to ensure secure communications on the network.
8.
Dial Plan Requirements 8.1. The Offeror shall describe how the service supports the ability to grant or deny calling privileges. 8.2. The Offeror shall describe the dial plan interactions with applications such as mobility, directory look ups and click to call type applications. 8.3. The Offeror shall provide the Dial Plan Architecture and describe the routing for local, long distance, and international calls as well as the accesses and displays for emergency and service codes, such as Directory Assistance, E911, 911, Caller ID, Calling Number Delivery and other N11 services.
9.
E911 and 911 Access Service Requirements 9.1. The Offeror shall describe its technical specifications on 911/E911 support, specifically including support of the following: • Updating information to the ENTRATA database • Automatic Line Identification (ALI) • Automatic Number Identification (ANI)
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• Defining Emergency Response Location (ERL) • Emergency Location Identification Number (ELIN) 9.2. The Offeror shall detail a methodology for the completion of E911/911 calls in the event of a failure of the hosted service, in the event of a network failure, and for E911/911 calls and response from mobile phones and soft clients.
10.
Security Requirements 10.1. The Offeror shall provide a certification of every element of the services with all relevant
10.2
10.3 10.4
10.5 10.6 10.7 10.8
11.
compliance requirements including, but not limited to, the data that will transit, be stored upon or processed by Offeror’s service in any format for the following: • National Institute of Standards and Technology (NIST) 800-53 Revision 4 • NIST SP 800-122 Guide to Protecting the Confidentiality of Personally Identifiable Information • ISO/IEC 2700-series Individual State agencies may have specific regulatory and/or statutory requirements in addition to those listed in Section III. Describe your discovery methodology for identifying such agencyspecific requirements and how you intend to comply. Describe the policies, procedures, and methods in place for the physical security of your data centers and other sites where government information will be hosted, accessed, or maintained. The Offeror shall describe who audits their data center and network, how often it is audited and the results of the most recent two audits (indicate auditor’s full grading scale in order to assess the stated outcomes). The Offeror shall provide a written Service Level Agreement that covers security concerns and risks. The Offeror shall provide encryption policies and procedures regarding the encryption of data at rest (when stored) and data in motion (during transmission or backup). The Offeror shall describe the policies and procedures for access to de-encryption keys. The Offeror shall provide policies, procedures, and methods for securing their hosted solution’s server operating systems from exploits. Define methods for preventing device-level exploits. Include a description of any locally installed gateways, data-storage devices, etc.
Physical Transport – Network Connection Requirements For any UGU not directly connected to the MetroNet, define and describe how connectivity to the UGU would be provided.
12.
Network Security Requirements 12.1. The State requires the ability to secure all traffic into and within its network. To that end, the
12.2. 12.3. 12.4.
12.5. 12.6.
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State implements various network security elements including firewalls, router access lists, intrusion prevention systems (IPS), virtual private networks (VPN), wireless LAN encryption/authentication, and network access control (NAC). The Offeror shall detail how the hosted service shall be able to operate in conjunction with these various security elements. The Offeror shall provide a description of firewall and router access list traversal requirements including, at a minimum, a comprehensive list of ports/protocols to be opened. The Offeror shall supply requirements for traversing intrusion prevention systems, specifying filters that should be disabled due to known interference with the hosted Contact Center service. The State utilizes several different Virtual Private Network (VPN) technologies including LANto-LAN tunnels for remote office connectivity as well as an IPsec client-based, SSL client-based, and SSL clientless access for individuals. The Offeror shall detail any limitations and/or special requirements/considerations for accessing the hosted Contact Center service through these types of VPN connections. The Offeror shall detail the wireless LAN encryption/authentication methods via industry standards supported by the wireless phones. The Offeror shall detail requirements/security considerations, if any, for telephones connecting to an 802.11 a/b/g/n/ac enabled local area network.
12.7. 12.8. 13.
The State requires the ability to encrypt select voice communications as well as voice mail forwarded as an email or in an email attachment as needed. The Offeror shall describe non-VPN encryption capabilities if available. The Offeror shall disclose any known interoperability issues between their hosted Contact Center service and specific manufacturers’ security products of the types listed above.
Network Assessment Requirements The Offeror shall describe the methodology and process used to test the conformance of the UGU’s network prior to full implementation.
14.
Requirements for Migration in Coordination with Current Contract Provider 14.1. The Offeror shall describe the plan and process to transition smoothly from the State’s current vendor’s services to the Offeror’s services. 14.2. Upon expiration of the Contract, describe the plan to provide required documentation, data, etc., to facilitate transition to a new State Contractor.
15.
Implementation – Project Management Requirements 15.1. The Offeror shall provide a narrative describing its project management strategies and the major 15.2.
16.
team member qualifications and responsibilities for implementing the hosted Contact Center service. The Offeror shall provide a standard process for coordinating with the UGUs from ordering services to completion of installation and testing of services.
Testing and Acceptance Requirements The Offeror shall describe its formal testing process for the migration of agency/UGUs to the hosted service.
17.
Service and Performance Requirements 17.1. The Offeror shall define its advance emergency repair notifications process. 17.2. The Offeror shall provide its documented service restoration procedures and problem resolution guidelines. 17.3. The Offeror shall describe its trouble reporting and resolution process with tiered escalation procedures. 17.4. The Offeror shall describe its administrative web portal. 17.5. The Offeror shall define the escalation process, Key Performance Indicators, and Tier 1, Tier 2 and Tier 3 processes and capabilities.
18.
Survivability Requirements The Offeror shall define and detail a survivability process in the event the Offeror’s hosting site, the State or the UGU suffers network or hardware outages.
19.
Business Continuity The Offeror shall define and detail a business continuity process in the event of service failure to the Offeror’s router, gateway or border element or to the Offeror’s network.
20.
Disaster Recovery Requirements The Offeror shall define and detail its plan for recovery if a disaster occurs and the Offeror’s Hosting site loses the ability to provide the hosted Contact Center services.
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Lot 3: Hosted Integrated Voice Response (IVR) Offeror shall make a concise, detailed response, on a point-by-point basis to each stated requirement and specification stated in Section III Scope of Work/Specifications, Lot 3 Hosted IVR, Subsections 1 through 33 inclusive. Additionally, the following information should be included:
1.
General Requirements 1.1
1.2
1.3
1.4
1.5 1.6 1.7
2.
The Offeror shall describe varying service levels, packages, feature bundles, and feature sets to accommodate the differing needs across the Enterprise and UGUs. A la carte supported features shall be included regardless of their inclusion in the service level/package/bundle. The Offer shall describe the service architecture to include location of the service nodes, network and Public Switched Telephone Network (PSTN) connectivity options and other reliability elements that are included at no additional cost (e.g., secondary/backup service node, diversely routed or self-healing network connectivity, diverse power grids, etc.). The Offeror must describe its capability to extend the service to remote locations via direct network connectivity to the Offeror’s service platform. The Offeror shall include a description of the network connectivity options for the remote site. The Offeror must include the maximum number of concurrent call/contact capabilities for each option utilizing G.711 and G.729A CODEC. Utilization of any of these options shall be at the sole discretion of DoT. The Offeror shall list and describe the IVR features and functionality of the service and shall designate which features and functionality are included in the service and which are optional. Include any IVR capacity tables. The Offeror shall describe the call recording capabilities of the service and shall designate which capabilities are included in the service and which are optional. The Offeror shall describe the recorded announcement capabilities of the service and shall designate which capabilities are included in the service and which are optional. The Offeror shall describe the methodology for the adding, changing or deleting of UGU IVR profiles.
UGU Requirements The Offeror shall describe their process for configuring and implementing the IVR service to meet the business and environmental requirements of the UGU.
3.
Routing Requirements 3.1 3.2
4.
The Offeror shall provide a detailed description of the routing capabilities of the service and shall designate which capabilities are included in the service and which are optional. The Offeror shall describe the methodology for the adding, changing or deleting of routing patterns by the UGU.
Reporting Requirements The Offeror shall provide a detailed description of the reporting capabilities of the service and shall designate which capabilities are included in the service and which are optional.
5.
Local Dial Tone Requirements 5.1 The Offeror must provide discrete concurrent call / call path elements to support inbound and outbound calling activity through the Offeror’s hosted platform. The Offeror shall describe concurrent call/call path requirements and considerations associated with the service including, but not limited to, any and all traffic associated with general telephony and any other applications that will require a call path. 5.2 The Offeror shall describe how service elements such as QoS, Firewall, Voice Security, Call Administration Control, Border Elements, Redundancy, Monitoring of voice quality and other design elements are provided to ensure secure communications on the network.
6.
Dial Plan Requirements 6.1
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The Offeror shall describe how the service provides the ability to grant or deny calling privileges.
6.2
7.
E911 and 911 Access Service Requirements 7.1
7.2
8.
The Offeror shall describe its technical specifications on 911/E911 support, specifically including support of the following: • Updating information to the ENTRATA database • Automatic Line Identification (ALI) • Automatic Number Identification (ANI) • Defining Emergency Response Location (ERL) • Emergency Location Identification Number (ELIN) The Offeror shall detail the methodology for the completion of E911/911 calls in the event of a failure of the hosted IVR service, in the event of a network failure and for E911/911 calls and response from mobile phones and soft clients.
Security Requirements 8.1
8.2
8.3
8.4 8.5
8.6 8.7 8.8 8.9
9.
The Offeror shall provide the Dial Plan Architecture and describe the routing for local, long distance, and international calls as well as the accesses and displays for emergency and service codes, such as Directory Assistance, E911, 911, Caller ID, Calling Number Delivery and other N11 services. The Offeror shall describe the dial plan interactions with applications such as mobility, directory look-ups, and click-to-call type applications, if applicable.
The Offeror shall provide a certification of every element of the services with all relevant compliance requirements including, but not limited to, the data that will transit, be stored upon or processed by Offeror’s service in any format for the following: • National Institute of Standards and Technology (NIST) 800-53 Revision 4 • NIST SP 800-122 Guide to Protecting the Confidentiality of Personally Identifiable Information • ISO/IEC 2700-series The Offeror shall provide a Plan of Action and Milestones (POA&M) for any material deficiencies or weaknesses in compliance with the South Carolina Security policies and standards located at http://dis.sc.gov/PoliciesAndProcedures/Pages/default.aspx. Individual State agencies may have specific regulatory and/or statutory requirements in addition to those listed in Section III. Describe your discovery methodology for identifying such agencyspecific requirements and how you intend to comply. Describe the policies, procedures, and methods in place for the physical security of your data centers and other sites where government information will be hosted, accessed, or maintained. The Offeror shall describe who audits their data center and network, how often it is audited and the results of the most recent two audits (indicate auditor’s full grading scale in order to assess the stated outcomes). The Offeror shall provide a written Service Level Agreement that covers security concerns and risks. The Offeror shall provide encryption policies and procedures regarding the encryption of data at rest (when stored) and data in motion (during transmission or backup). Describe the policies and procedures for access to de-encryption keys. The Offeror shall provide policies, procedures, and methods for securing their hosted solution’s server operating systems from exploits. Define methods for preventing device-level exploits. Include a description of any locally installed gateways, data-storage devices, etc.
Physical Transport – Network Connection Requirements For any UGU not directly connected to the MetroNet, define and describe how the connectivity to the UGU would be provided.
10.
Network Security Requirements 10.1
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The State requires the ability to secure all traffic into and within its network. To that end, the State implements various network security elements including firewalls, router access lists, intrusion prevention systems (IPS), virtual private networks (VPN), wireless LAN
10.2 10.3 10.4
10.5 10.6 10.7
10.8
11.
encryption/authentication, and network access control (NAC). The Offeror shall detail how the hosted service shall be able to operate in conjunction with these various security elements. The Offeror shall provide a description of firewall and router access list traversal requirements including, at a minimum, a comprehensive list of ports/protocols to be opened. The Offeror shall supply requirements for traversing intrusion prevention systems, specifying filters that should be disabled due to known interference with the hosted service. The State utilizes several different Virtual Private Network (VPN) technologies including LANto-LAN tunnels for remote office connectivity as well as an IPsec client-based, SSL client-based, and SSL clientless access for individuals. The Offeror shall detail any limitations and/or special requirements/considerations for accessing the hosted IVR service through these types of VPN connections. The Offeror shall detail the wireless LAN encryption/authentication methods via industry standards supported by the wireless phones. The Offeror shall detail requirements/security considerations, if any, for telephones connecting to an 802.11 a/b/g/n/ac enabled local area network, if applicable to the hosted service. The State requires the ability to encrypt select voice communications as well as voice mail forwarded as an email or in an email attachment as needed. The Offeror shall describe non-VPN encryption capabilities if available. The Offeror shall disclose any known interoperability issues between their hosted IVR service and specific manufacturers’ security products of the types listed above.
Network Assessment Requirements The Offeror shall describe the methodology and process used to test the conformance of the UGU’s network prior to full implementation.
12.
Requirements for Migration in Coordination with Current Contract Provider The Offeror shall describe the plan and process to transition smoothly from the State’s current vendor’s services to the Offeror’s services. 12.2 Upon expiration of the Contract, describe the plan to provide required documentation, data, etc., to facilitate transition to a new State Contractor.. 12.1
13.
Implementation – Project Management Requirements 13.1 13.2
14.
The Offeror shall provide a narrative describing its project management strategies and the major team member qualifications and responsibilities for implementing the hosted service. The Offeror shall provide a standard process for coordinating with the UGUs from ordering services to completion of installation and testing of services.
Testing and Acceptance Requirements The Offeror shall describe its formal testing process for the migration of agency/UGUs to the hosted service.
15.
Service and Performance Requirements 15.1 15.2 15.3 15.4 15.5
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The Offeror shall define its advance emergency repair notifications process. The Offeror shall provide its documented service restoration procedures and problem resolution guidelines. The Offeror shall describe its trouble reporting and resolution process with tiered escalation procedures. The Offeror shall describe its administrative web portal. The Offeror shall define the escalation process, Key Performance Indicators, and Tier 1, Tier 2 and Tier 3 processes and capabilities.
16.
Survivability Requirements The Offeror shall define and detail a survivability process in the event the Offeror’s hosting site, the State or the UGU suffers network or hardware outages.
17.
Business Continuity The Offeror shall define and detail a business continuity process in the event of service failure to the Offeror’s router, gateway or border element or to the Offeror’s network.
18.
Disaster Recovery Requirements The Offeror shall define and detail its plan for recovery if a disaster occurs and the Offeror’s Hosting site loses the ability to provide the hosted IVR services.
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SECTION V.
QUALIFICATIONS
QUALIFICATION OF OFFEROR To be eligible for award of a contract, a prospective contractor must be responsible. In evaluating an Offeror's responsibility, the State Standards of Responsibility [R.19-445.2125] and information from any other source may be considered. An Offeror must, upon request of the State, furnish satisfactory evidence of its ability to meet all contractual requirements. Unreasonable failure to supply information promptly in connection with a responsibility inquiry may be grounds for determining that you are ineligible to receive an award. QUALIFICATIONS - MANDATORY MINIMUM (JAN 2006): (a) In order to be qualified to receive award, you must meet the following mandatory minimum qualifications: The Offeror shall have been in the business of installing and maintaining Enterprise level Telecommunications and Network services for each lot being proposed, (hosted VoIP, Contact Center, and IVR) for a period of at least three (3) years. The State desires the Offeror to supply relevant information concerning their qualifications to perform work under the contract. Provide at least three references from projects of similar size and scope for each lot. Include the following information: Date of Implementation Client Name Client Address Contact Name Telephone Number Current E-mail Address Technical Contact Name Technical Contact Telephone Number Technical Contact E-mail Address Brief summary of the project (b) The Procurement Officer may, in his discretion, consider (1) the experience of a predecessor firm or of a firm’s key personnel which was obtained prior to the date Offeror was established, and/or (2) any subcontractor proposed by Offeror. (c) Provide a detailed, narrative statement providing adequate information to establish that you meet all the requirements stated in subparagraph (a) above. Include all appropriate documentation. [05-5010-1] QUALIFICATIONS – REQUIRED INFORMATION (JAN 2006): In order to evaluate your responsibility, Offeror shall submit the following information or documentation for the Offeror and any subcontractor, if the value of subcontractor’s portion of the work exceeds 10% of your price (if in doubt, provide the information): (a) Include a brief history of the Offeror’s experience in providing work of similar size and scope. (b) Your most current financial statement, financial statements for your last two fiscal years, and information reflecting your current financial position. If you have audited financial statements meeting these requirements, you must provide those statements. [Reference Statement of Concepts No. 5 (FASB, December, 1984)] (c) A detailed, narrative statement listing the three most recent, comparable contracts (including contact information) which you have performed and the general history and experience of your organization. (d) A list of every business for which Offeror has performed, at any time during the past three year(s), services substantially similar to those sought with this solicitation. Err on the side of inclusion; by submitting an offer, Offeror represents that the list is complete. (e) List of failed projects, suspensions, debarments, and significant litigation. [05-5015-1]
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SUBCONTRACTOR -- IDENTIFICATION If you intend to subcontract with another business for any portion of the work and that portion exceeds 10% of your price, your offer must identify that business and the portion of work which they are to perform. Identify potential subcontractors by providing the business’ name, address, phone, taxpayer identification number, and point of contact. In determining your responsibility, the state may evaluate your proposed subcontractors. [05-5030-1] No subcontracting of the resulting contract from this solicitation may be performed offshore of the United States by persons located offshore of the United States or by means, methods, or communications that, in whole or in part, take place offshore of the United States. OFFEROR E-RATE ENROLLMENT In order to submit a proposal on any products or services required in this solicitation which may be eligible for Erate reimbursement to eligible state agencies or entities, Offeror must participate in the Federal Universal Services Program known as E-rate. Offeror must be registered with the Schools and Libraries Division of the Universal Service Administrative Company (USAC). Offeror must provide its valid Service Provider Identification Number (SPIN). Beginning in 2015, E-rate applicants must deduct the value of ineligible components bundled with eligible services unless those ineligible components qualify as “ancillary” to the eligible services under FCC rules. This process is called “cost allocation”. Offeror must separate and illustrate the cost allocation for each component and service in a bundled offering provided to E-rate eligible State entities enabling each entity to properly apply for E-rate coverage of allowable services.
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SECTION VI. AWARD CRITERIA AWARD BY LOT (JAN 2006): Award will be made by complete lot(s). [06-6015-1] AWARD CRITERIA -- PROPOSALS (JAN 2006) Award will be made to the highest ranked, responsive and responsible Offeror(s) whose offer is determined to be the most advantageous to the State. [06-6030-1] AWARD TO MULTIPLE OFFERORS (JAN 2006): Award may be made to more than one Offeror by lot. [06-6035-1] Awards will be made to Offerors who are within 15% of the highest ranked Offeror, not to exceed three awardees per lot. EVALUATION FACTORS -- PROPOSALS (JAN 2006) Offers will be evaluated using only the factors stated below. Evaluation factors are stated in the relative order of importance, with the first factor being the most important. Once evaluation is complete, all responsive Offerors will be ranked from most advantageous to least advantageous. [06-6065-1] Price Proposal The total potential cost of the proposed solution. Technical Proposal The degree, completeness and suitability of the Offeror’s proposed solution to meet or exceed the requirements of this RFP. Experience and Qualifications The demonstrated experience and capabilities relevant to the scope of services, experience of key personnel, and relevant client list.
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SECTION VII. TERMS AND CONDITIONS -- A. GENERAL ASSIGNMENT (JAN 2006) No contract or its provisions may be assigned, sublet, or transferred without the written consent of the Procurement Officer. [07-7A004-1]
BANKRUPTCY (a) Notice. In the event the Contractor enters into proceedings relating to bankruptcy, whether voluntary or involuntary, the Contractor agrees to furnish written notification of the bankruptcy to the Using Governmental Unit. This notification shall be furnished within two (2) days of the initiation of the proceedings relating to the bankruptcy filing. This notification shall include the date on which the bankruptcy petition was filed, the identity of the court in which the bankruptcy petition was filed, and a listing of all State contracts against which final payment has not been made. This obligation remains in effect until final payment under this Contract. (b) Termination. This contract is voidable and subject to immediate termination by the State upon the contractor's insolvency, including the filing of proceedings in bankruptcy.
CHOICE-OF-LAW (JAN 2006) The Agreement, any dispute, claim, or controversy relating to the Agreement, and all the rights and obligations of the parties shall, in all respects, be interpreted, construed, enforced and governed by and under the laws of the State of South Carolina, except its choice of law rules. As used in this paragraph, the term "Agreement" means any transaction or agreement arising out of, relating to, or contemplated by the solicitation. [07-7A010-1]
CONTRACT DOCUMENTS and ORDER OF PRECEDENCE (a) Any contract resulting from this solicitation shall consist of the following documents: (1) a Record of Negotiations, if any, executed by you and the Procurement Officer, (2) documentation regarding the clarification of an offer, if applicable, (3) the solicitation, as amended, (4) modifications, if any, to your offer, if accepted by the Procurement Officer, (5) your offer, (6) any statement reflecting the state's final acceptance (a/k/a "award"), and (7) purchase orders. These documents shall be read to be consistent and complimentary. Any conflict among these documents shall be resolved by giving priority to these documents in the order listed above. (b) The terms and conditions of documents (1) through (6) above shall apply notwithstanding any additional or different terms and conditions in either (i) a purchase order or other instrument submitted by the State or (ii) any invoice or other document submitted by Contractor. Except as otherwise allowed herein, the terms and conditions of all such documents shall be void and of no effect. (c) No contract, license, or other agreement containing contractual terms and conditions will be signed by any Using Governmental Unit. Any document signed or otherwise agreed to by persons other than the Procurement Officer shall be void and of no effect.
DISCOUNT FOR PROMPT PAYMENT (JAN 2006) (a) Discounts for prompt payment will not be considered in the evaluation of offers. However, any offered discount will form a part of the award, and will be taken if payment is made within the discount period indicated in the offer by the Offeror. As an alternative to offering a discount for prompt payment in conjunction with the offer, Offerors awarded contracts may include discounts for prompt payment on individual invoices. (b) In connection with any discount offered for prompt payment, time shall be computed from the date of the invoice. If the Contractor has not placed a date on the invoice, the due date shall be calculated from the date the designated billing office receives a proper invoice, provided the state annotates such invoice with the date of receipt
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at the time of receipt. For the purpose of computing the discount earned, payment shall be considered to have been made on the date that appears on the payment check or, for an electronic funds transfer, the specified payment date. When the discount date falls on a Saturday, Sunday, or legal holiday when Federal Government offices are closed and Government business is not expected to be conducted, payment may be made on the following business day. [07-7A020-1] DISPUTES (JAN 2006) (1) Choice-of-Forum. All disputes, claims, or controversies relating to the Agreement shall be resolved exclusively by the appropriate Chief Procurement Officer in accordance with Title 11, Chapter 35, Article 17 of the South Carolina Code of Laws, or in the absence of jurisdiction, only in the Court of Common Pleas for, or a federal court located in, Richland County, State of South Carolina. Contractor agrees that any act by the Government regarding the Agreement is not a waiver of either the Government's sovereign immunity or the Government's immunity under the Eleventh Amendment of the United States’ Constitution. As used in this paragraph, the term "Agreement" means any transaction or agreement arising out of, relating to, or contemplated by the solicitation. (2) Service of Process. Contractor consents that any papers, notices, or process necessary or proper for the initiation or continuation of any disputes, claims, or controversies relating to the Agreement; for any court action in connection therewith; or for the entry of judgment on any award made, may be served on Contractor by certified mail (return receipt requested) addressed to Contractor at the address provided as the Notice Address on Page Two or by personal service or by any other manner that is permitted by law, in or outside South Carolina. Notice by certified mail is deemed duly given upon deposit in the United States mail. [07-7A025-1] EQUAL OPPORTUNITY (JAN 2006) Contractor is referred to and shall comply with all applicable provisions, if any, of Title 41, Part 60 of the Code of Federal Regulations, including but not limited to Sections 60-1.4, 60-4.2, 60-4.3, 60-250.5(a), and 60-741.5(a), which are hereby incorporated by reference. [07-7A030-1] FALSE CLAIMS (JAN 2006) According to the S.C. Code of Laws Section 16-13-240, "a person who by false pretense or representation obtains the signature of a person to a written instrument or obtains from another person any chattel, money, valuable security, or other property, real or personal, with intent to cheat and defraud a person of that property is guilty" of a crime. [07-7A035-1] FIXED PRICING REQUIRED (JAN 2006) Any pricing provided by contractor shall include all costs for performing the work associated with that price. Except as otherwise provided in this solicitation, contractor's price shall be fixed for the duration of this contract, including option terms. This clause does not prohibit contractor from offering lower pricing after award. [07-7A040-1] NON-INDEMNIFICATION (JAN 2006) Any term or condition is void to the extent it requires the State to indemnify anyone. [07-7A045-1] NOTICE (JAN 2006) (A) After award, any notices shall be in writing and shall be deemed duly given (1) upon actual delivery, if delivery is by hand, (2) upon receipt by the transmitting party of automated confirmation or answer back from the recipient's device if delivery is by telex, telegram, facsimile, or electronic mail, or (3) upon deposit into the United States mail, if postage is prepaid, a return receipt is requested, and either registered or certified mail is used. (B) Notice to contractor shall be to the address identified as the Notice Address on Page Two. Notice to the state shall be to the Procurement Officer's address on the Cover Page. Either party may designate a different address for notice by giving notice in accordance with this paragraph. [07-7A050-1] PAYMENT and INTEREST (a) Unless otherwise provided in this Solicitation, the State shall pay the Contractor, after the submission of proper
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invoices or vouchers, the prices stipulated in this contract for supplies delivered and accepted or services rendered and accepted, less any deductions provided in this contract. Unless otherwise specified herein, including the purchase order, payment shall not be made on partial deliveries accepted by the Government. (b) Unless otherwise provided herein, including the purchase order, payment will be made by check. (c) Notwithstanding any other provision, payment by state governmental entities shall be made in accordance with S.C. Code Section 11-35-45, which provides the Contractor's exclusive means of recovering any type of interest from the Owner. Contractor waives imposition of an interest penalty unless the invoice submitted specifies that the late penalty is applicable. Except as set forth in this paragraph, the State shall not be liable for the payment of interest on any debt or claim arising out of or related to this contract for any reason. (d) Amounts due to the State shall bear interest at the rate of interest established by the South Carolina Comptroller General pursuant to Section 11-35-45 ("an amount not to exceed fifteen percent each year"), as amended. (e) Any other basis for interest, including but not limited to general (pre- and post-judgment) or specific interest statutes, including S.C. Code Ann. Section 34-31-20, are expressly waived by both parties. If a court, despite this agreement and waiver, requires that interest be paid on any debt by either party other than as provided by items (c) and (d) above, the parties further agree that the applicable interest rate for any given calendar year shall be the lowest prime rate as listed in the first edition of the Wall Street Journal published for each year, applied as simple interest without compounding. PUBLICITY (JAN 2006) Contractor shall not publish any comments or quotes by State employees, or include the State in either news releases or a published list of customers, without the prior written approval of the Procurement Officer. [07-7A060-1] PURCHASE ORDERS (JAN 2006) Contractor shall not perform any work prior to the receipt of a purchase order from the using governmental unit. The using governmental unit shall order any supplies or services to be furnished under this contract by issuing a purchase order. Purchase orders may be used to elect any options available under this contract, e.g., quantity, item, delivery date, payment method, but are subject to all terms and conditions of this contract. Purchase orders may be electronic. No particular form is required. An order placed pursuant to the purchasing card provision qualifies as a purchase order. [07-7A065-1] SETOFF (JAN 2006) The state shall have all of its common law, equitable, and statutory rights of set-off. These rights shall include, but not be limited to, the State's option to withhold for the purposes of set-off any moneys due to the Contractor under this contract up to any amounts due and owing to the state with regard to this contract, any other contract with any state department or agency, including any contract for a term commencing prior to the term of this contract, plus any amounts due and owing to the state for any other reason including, without limitation, tax delinquencies, fee delinquencies or monetary penalties relative thereto. [07-7A070-1] SURVIVAL OF OBLIGATIONS (JAN 2006) The Parties' rights and obligations which, by their nature, would continue beyond the termination, cancellation, rejection, or expiration of this contract shall survive such termination, cancellation, rejection, or expiration, including, but not limited to, the rights and obligations created by the following clauses: Indemnification - Third Party Claims, Intellectual Property Indemnification, and any provisions regarding warranty or audit. [07-7A075-1] TAXES (JAN 2006) Any tax the contractor may be required to collect or pay upon the sale, use or delivery of the products shall be paid by the State, and such sums shall be due and payable to the contractor upon acceptance. Any personal property taxes levied after delivery shall be paid by the State. It shall be solely the State's obligation, after payment to contractor, to challenge the applicability of any tax by negotiation with, or action against, the taxing authority. Contractor agrees to refund any tax collected, which is subsequently determined not to be proper and for which a refund has been paid to contractor by the taxing authority. In the event that the contractor fails to pay, or delays in paying, to any taxing authorities, sums paid by the State to contractor, contractor shall be liable to the State for any loss (such as the assessment of additional interest) caused by virtue of this failure or delay. Taxes based on Contractor's net income or assets shall be the sole responsibility of the contractor. [07-7A080-1]
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TERMINATION DUE TO UNAVAILABILITY OF FUNDS (JAN 2006) Payment and performance obligations for succeeding fiscal periods shall be subject to the availability and appropriation of funds therefor. When funds are not appropriated or otherwise made available to support continuation of performance in a subsequent fiscal period, the contract shall be canceled. In the event of a cancellation pursuant to this paragraph, contractor will be reimbursed the resulting unamortized, reasonably incurred, nonrecurring costs. Contractor will not be reimbursed any costs amortized beyond the initial contract term. [07-7A085-1] THIRD PARTY BENEFICIARY (JAN 2006) This Contract is made solely and specifically among and for the benefit of the parties hereto, and their respective successors and assigns, and no other person will have any rights, interest, or claims hereunder or be entitled to any benefits under or on account of this Contract as a third party beneficiary or otherwise. [07-7A090-1] WAIVER (JAN 2006) The State does not waive any prior or subsequent breach of the terms of the Contract by making payments on the Contract, by failing to terminate the Contract for lack of performance, or by failing to strictly or promptly insist upon any term of the Contract. Only the Procurement Officer has actual authority to waive any of the State's rights under this Contract. Any waiver must be in writing. [07-7A095-1]
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SECTION VII. TERMS AND CONDITIONS -- B. SPECIAL CHANGES (JAN 2006) (1) Contract Modification. By a written order, at any time, and without notice to any surety, the Procurement Officer may, subject to all appropriate adjustments, make changes within the general scope of this contract in any one or more of the following: (a) drawings, designs, or specifications, if the supplies to be furnished are to be specially manufactured for the [State] in accordance therewith; (b) method of shipment or packing; (c) place of delivery; (d) description of services to be performed; (e) time of performance (i.e., hours of the day, days of the week, etc.); or, (f) place of performance of the services. Subparagraphs (a) to (c) apply only if supplies are furnished under this contract. Subparagraphs (d) to (f) apply only if services are performed under this contract. (2) Adjustments of Price or Time for Performance. If any such change increases or decreases the contractor's cost of, or the time required for, performance of any part of the work under this contract, whether or not changed by the order, an adjustment shall be made in the contract price, the delivery schedule, or both, and the contract modified in writing accordingly. Any adjustment in contract price made pursuant to this clause shall be determined in accordance with the Price Adjustment Clause of this contract. Failure of the parties to agree to an adjustment shall not excuse the contractor from proceeding with the contract as changed, provided that the State promptly and duly make such provisional adjustments in payment or time for performance as may be reasonable. By proceeding with the work, the contractor shall not be deemed to have prejudiced any claim for additional compensation, or an extension of time for completion. (3) Time Period for Claim. Within 30 days after receipt of a written contract modification under Paragraph (1) of this clause, unless such period is extended by the Procurement Officer in writing, the contractor shall file notice of intent to assert a claim for an adjustment. Later notification shall not bar the contractor's claim unless the State is prejudiced by the delay in notification. (4) Claim Barred After Final Payment. No claim by the contractor for an adjustment hereunder shall be allowed if notice is not given prior to final payment under this contract. [07-7B025-1] COMPLIANCE WITH LAWS (JAN 2006) During the term of the contract, contractor shall comply with all applicable provisions of laws, codes, ordinances, rules, regulations, and tariffs. [07-7B035-1] CONTRACT LIMITATIONS (JAN 2006): No sales may be made pursuant to this contract for any item or service that is not expressly listed. No sales may be made pursuant to this contract after expiration of this contract. Violation of this provision may result in termination of this contract and may subject contractor to suspension or debarment. [07-7B045-1] CONTRACTOR'S LIABILITY INSURANCE (a) Contractor shall procure from a company or companies lawfully authorized to do business in South Carolina and with a current A.M. Best rating of no less than A: VII, and maintain for the duration of the contract, insurance against claims for injuries to persons or damages to property which may arise from or in connection with the performance of the work and the results of that work by the contractor, his agents, representatives, employees or subcontractors. (b) Coverage shall be at least as broad as: (1) Commercial General Liability (CGL): Insurance Services Office (ISO) Form CG 00 01 12 07 covering CGL on an “occurrence” basis, including products-completed operations, personal and advertising injury, with limits no less than $5,000,000 per occurrence. If a general aggregate limit applies, the general aggregate limit shall be twice the required occurrence limit. This contract shall be considered to be an “insured contract” as defined in the policy.
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(c)
(d)
(e)
(f)
(g)
(h)
(i)
(2) Auto Liability: ISO Form Number CA 00 01 covering any auto (Code 1), or if Contractor has no owned autos, hired, (Code 8) and non-owned autos (Code 9), with limits no less than $1,000,000 per accident for bodily injury and property damage. (3) Worker’s Compensation: As required by the State of South Carolina, with Statutory Limits, and Employer’s Liability Insurance with limit of no less than $1,000,000 per accident for bodily injury or disease. (4) In addition, the insurance required by this paragraph shall be written for not less than the following limits of liability or as required by law, whichever coverage is greater: COMMERCIAL GENERAL LIABILITY: General Aggregate (per project) $10,000,000 Products/Completed Operations $5,000,000 Personal and Advertising Injury $5,000,000 Each Occurrence $5,000,000 COMMERCIAL CRIME COVERAGE-EMPLOYEE DISHONESTY POLICY: $5,000,000 per occurrence; $10,000,000 aggregate. Every applicable Using Governmental Unit, and the officers, officials, employees and volunteers of any of them, must be covered as additional insureds on the CGL policy with respect to liability arising out of work or operations performed by or on behalf of the Contractor including materials, parts or equipment furnished in connection with such work or operations. General liability coverage can be provided in the form of an endorsement to the Contractor’s insurance at least as broad as ISO Form CG 20 10 11 85 or if not available, through the addition of both CG 20 10 and CG 20 37 if a later edition is used. For any claims related to this contract, the Contractor’s insurance coverage shall be primary insurance as respects the State, every applicable Using Governmental Unit, and the officers, officials, employees and volunteers of any of them. Any insurance or self-insurance maintained by the State, every applicable Using Governmental Unit, or the officers, officials, employees and volunteers of any of them, shall be excess of the Contractor’s insurance and shall not contribute with it. Prior to commencement of the work, the Contractor shall furnish the State with original certificates and amendatory endorsements or copies of the applicable policy language effecting coverage required by this section. All certificates are to be received and approved by the State before work commences. However, failure to obtain the required documents prior to the work beginning shall not waive the Contractor’s obligation to provide them. The State reserves the right to require complete, certified copies of all required insurance policies, including endorsements required by this section, at any time. Should any of the above described policies be cancelled before the expiration date thereof, notice will be delivered in accordance with the policy provisions. In addition, the Contractor shall notify the State immediately upon receiving any information that any of the coverages required by this section are or will be changed, cancelled, or replaced. Contractor hereby grants to the State and every applicable Using Governmental Unit a waiver of any right to subrogation which any insurer of said Contractor may acquire against the State or applicable Using Governmental Unit by virtue of the payment of any loss under such insurance. Contractor agrees to obtain any endorsement that may be necessary to effect this waiver of subrogation, but this provision applies regardless of whether or not the State or Using Governmental Unit has received a waiver of subrogation endorsement from the insurer. Any deductibles or self-insured retentions must be declared to and approved by the State. The State may require the Contractor to purchase coverage with a lower deductible or retention or provide proof of ability to pay losses and related investigations, claim administration, and defense expenses within the retention. The State reserves the right to modify these requirements, including limits, based on the nature of the risk, prior experience, insurer, coverage, or other special circumstances.
CONTRACTOR’S LIABILITY INSURANCE – INFORMATION SECURITY AND PRIVACY (SEP 2014) (a) Without limiting any of the obligations or liabilities of Contractor, Contractor shall procure from a company or companies lawfully authorized to do business in South Carolina and with a current A.M. Best rating of no less than A: VII, and maintain for the duration of the contract, insurance against claims which may arise from or in connection with the performance of the work and the results of that work by the contractor, his agents, representatives, employees, subcontractors or any other entity for which the contractor is legally responsible. Coverage must include claims for: (i) network security risks, including failure to prevent unauthorized access
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(b)
(c)
(d) (e)
(f)
(g)
(h)
(i)
to, tampering with or unauthorized use of a computer system, or introduction of malicious codes, computer viruses, worms, logic bombs, etc., into data or systems; (ii) privacy risks, including (A) failure to properly handle, manage, store, destroy, or otherwise control non-public personally identifiable information in any format; (B) loss or disclosure of confidential information; and (C) any form of invasion, infringement or interference with rights of privacy; (iii) infringement of copyright or other intellectual property misuse including software copyright or infringement (but not including patent infringements); (iv) contractual liability for the contractor’s obligations described in the clauses titled “Indemnification - Third Party Claims – Disclosure Of Information” and “Information Use And Disclosure;” and (v) errors, omissions, or negligent acts in the performance, by the contractor or by any entity for which the contractor is legally responsible, of professional services included in the work. Coverage shall have limits no less than ten million dollars ($10,000,000.00) per occurrence and twenty million dollars ($20,000,000.00) aggregate. If the insurance required hereunder is procured on a form affording “claims-made” coverage, then (i) all limits stated above as “per occurrence” shall be understood to mean “per claim” or “per occurrence,” as is consistent with the terms of the “claims-made” policy; and (ii) such claims-made insurance shall provide for a retroactive date no later than the date the contract is awarded. All terms of these insurance requirements shall survive termination of the contract and shall continue until thirty (30) days past the final completion of the work, including the performance of any warranty work. In addition, contractor shall maintain in force and effect any “claims-made” coverage for a minimum of two (2) years after final completion of all work or services to be provided hereunder. Contractor shall purchase an extended reporting period, or “tail coverage,” if necessary to comply with the latter requirement. Every applicable Using Governmental Unit, and the officers, officials, employees and volunteers of any of them, must be covered as additional insureds on the policy. For any claims related to this contract, the Contractor’s insurance coverage shall be primary insurance as respects the State, every applicable Using Governmental Unit, and the officers, officials, employees and volunteers of any of them. Any insurance or self-insurance maintained by the State, every applicable Using Governmental Unit, or the officers, officials, employees and volunteers of any of them, shall be excess of the Contractor’s insurance and shall not contribute with it. Prior to commencement of the work, the Contractor shall furnish the State with original certificates and amendatory endorsements or copies of the applicable policy language effecting coverage required by this section. All certificates are to be received and approved by the Procurement Officer before work commences. However, failure to obtain the required documents prior to the work beginning shall not waive the Contractor’s obligation to provide them. The State reserves the right to require complete, certified copies of all required insurance policies, including endorsements required by this section, at any time. Should any of the above described policies be cancelled before the expiration date thereof, notice will be delivered in accordance with the policy provisions. In addition, the Contractor shall notify the State immediately upon receiving any information that any of the coverages required by this section are or will be changed, cancelled, or replaced. Contractor hereby grants to the State and every applicable Using Governmental Unit a waiver of any right to subrogation which any insurer of said Contractor may acquire against the State or applicable Using Governmental Unit by virtue of the payment of any loss under such insurance. Contractor agrees to obtain any endorsement that may be necessary to effect this waiver of subrogation, but this provision applies regardless of whether or not the State or Using Governmental Unit has received a waiver of subrogation endorsement from the insurer. Any deductibles or self-insured retentions must be declared to and approved by the State. The State may require the Contractor to purchase coverage with a lower deductible or retention or provide proof of ability to pay losses and related investigations, claim administration, and defense expenses within the retention. [07-7B058-1]
CONTRACTOR PERSONNEL (JAN 2006) The Contractor shall enforce strict discipline and good order among the Contractor's employees and other persons carrying out the Contract. The Contractor shall not permit employment of unfit persons or persons not skilled in tasks assigned to them. [07-7B060-1] KEY PERSONNEL Key personnel assigned to this project may not be reassigned by the Offeror to any other project without the express written consent of the State.
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OFFSHORE CONTRACTING PROHIBITED No part of the resulting contract from this solicitation may be performed offshore of the United States by persons located offshore of the United States or by means, methods, or communications that, in whole or in part, take place offshore of the United States. CONTRACTOR'S OBLIGATION -- GENERAL (JAN 2006) The contractor shall provide and pay for all materials, tools, equipment, labor and professional and non-professional services, and shall perform all other acts and supply all other things necessary, to fully and properly perform and complete the work. The contractor must act as the prime contractor and assume full responsibility for any subcontractor's performance. The contractor will be considered the sole point of contact with regard to all situations, including payment of all charges and the meeting of all other requirements. [07-7B065-1] CORPORATE GUARANTEE The State desires a written guaranty from the parent company of any Offeror that is a subsidiary. If an Offeror that seeks to perform or provide the services required by this RFP is the subsidiary of another entity, the Offeror must state in its response whether the parent organization will guarantee in writing the performance and obligations of the subsidiary. DEFAULT (JAN 2006) (a) (1) The State may, subject to paragraphs (c) and (d) of this clause, by written notice of default to the Contractor, terminate this contract in whole or in part if the Contractor fails to: (i) Deliver the supplies or to perform the services within the time specified in this contract or any extension; (ii) Make progress, so as to endanger performance of this contract (but see paragraph (a)(2) of this clause); or (iii) Perform any of the other material provisions of this contract (but see paragraph (a)(2) of this clause). (2) The State's right to terminate this contract under subdivisions (a)(1)(ii) and (1)(iii) of this clause, may be exercised if the Contractor does not cure such failure within 10 days (or more if authorized in writing by the Procurement Officer) after receipt of the notice from the Procurement Officer specifying the failure. (b) If the State terminates this contract in whole or in part, it may acquire, under the terms and in the manner the Procurement Officer considers appropriate, supplies or services similar to those terminated, and the Contractor will be liable to the State for any excess costs for those supplies or services. However, the Contractor shall continue the work not terminated. (c) Except for defaults of subcontractors at any tier, the Contractor shall not be liable for any excess costs if the failure to perform the contract arises from causes beyond the control and without the fault or negligence of the Contractor. Examples of such causes include (1) acts of God or of the public enemy, (2) acts of the State in either its sovereign or contractual capacity, (3) fires, (4) floods, (5) epidemics, (6) quarantine restrictions, (7) strikes, (8) freight embargoes, and (9) unusually severe weather. In each instance the failure to perform must be beyond the control and without the fault or negligence of the Contractor. (d) If the failure to perform is caused by the default of a subcontractor at any tier, and if the cause of the default is beyond the control of both the Contractor and subcontractor, and without the fault or negligence of either, the Contractor shall not be liable for any excess costs for failure to perform, unless the subcontracted supplies or services were obtainable from other sources in sufficient time for the Contractor to meet the required delivery schedule. (e) If this contract is terminated for default, the State may require the Contractor to transfer title and deliver to the State, as directed by the Procurement Officer, any (1) completed supplies, and (2) partially completed supplies and materials, parts, tools, dies, jigs, fixtures, plans, drawings, information, and contract rights (collectively referred to as "manufacturing materials" in this clause) that the Contractor has specifically produced or acquired for the terminated portion of this contract. Upon direction of the Procurement Officer, the Contractor shall also protect and preserve property in its possession in which the State has an interest. (f) The State shall pay contract price for completed supplies delivered and accepted. The Contractor and Procurement Officer shall agree on the amount of payment for manufacturing materials delivered and accepted and
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for the protection and preservation of the property; if the parties fail to agree, the Procurement Officer shall set an amount subject to the Contractor's rights under the Disputes clause. Failure to agree will be a dispute under the Disputes clause. The State may withhold from these amounts any sum the Procurement Officer determines to be necessary to protect the State against loss because of outstanding liens or claims of former lien holders. (g) If, after termination, it is determined that the Contractor was not in default, or that the default was excusable, the rights and obligations of the parties shall, if the contract contains a clause providing for termination for convenience of the State, be the same as if the termination had been issued for the convenience of the State. If, in the foregoing circumstances, this contract does not contain a clause providing for termination for convenience of the State, the contract shall be adjusted to compensate for such termination and the contract modified accordingly subject to the contractor's rights under the Disputes clause. (h) The rights and remedies of the State in this clause are in addition to any other rights and remedies provided by law or under this contract. [07-7B075-1] DIVISION OF TECHNOLGOY ADMINISTRATIVE FEE The Contractor must be able to add a Division of Technology administrative fee to its invoices. The administrative fee will be collected by the Contractor and credited to the Division of Technology for these services. Offerors must describe how this administrative fee can be added to their invoices and any limitations in billing this administrative charge to users of the services under this contract. ESTIMATED QUANTITY -- PURCHASES FROM OTHER SOURCES (JAN 2006) The state may bid separately any unusual requirements or large quantities of supplies covered by this contract. [077B090-1] ESTIMATED QUANTITY - UNKNOWN (JAN 2006): The total quantity of purchases of any individual item on the contract is not known. The State does not guarantee that the State will buy any specified item or total amount. The omission of an estimated purchase quantity does not indicate a lack of need but rather a lack of historical information. [07-7B095-1] ILLEGAL IMMIGRATION (NOV. 2008) (An overview is available at www.procurement.sc.gov) By signing your offer, you certify that you will comply with the applicable requirements of Title 8, Chapter 14 of the South Carolina Code of Laws and agree to provide to the State upon request any documentation required to establish either: (a) that Title 8, Chapter 14 is inapplicable to you and your subcontractors or sub-subcontractors; or (b) that you and your subcontractors or sub-subcontractors are in compliance with Title 8, Chapter 14. Pursuant to Section 8-14-60, "A person who knowingly makes or files any false, fictitious, or fraudulent document, statement, or report pursuant to this chapter is guilty of a felony, and, upon conviction, must be fined within the discretion of the court or imprisoned for not more than five years, or both." You agree to include in any contracts with your subcontractors language requiring your subcontractors to (a) comply with the applicable requirements of Title 8, Chapter 14, and (b) include in their contracts with the sub-subcontractors language requiring the sub-subcontractors to comply with the applicable requirements of Title 8, Chapter 14. [077B097-1] INDEMNIFICATION -- THIRD PARTY CLAIMS (NOV 2011) Notwithstanding any limitation in this agreement, and to the fullest extent permitted by law, Contractor shall defend and hold harmless Indemnitees for and against any and all suits or claims of any character (and all related damages, settlement payments, attorneys' fees, costs, expenses, losses or liabilities) by a third party which are attributable to bodily injury, sickness, disease or death, or to injury to or destruction of tangible property arising out of or in connection with the goods or services acquired hereunder or caused in whole or in part by any act or omission of contractor, its subcontractors, their employees, workmen, servants, agents, or anyone directly or indirectly employed by them or anyone for whose acts any of them may be liable, regardless of whether or not caused in part by an Indemnitee, and whether or not such claims are made by a third party or an Indemnitee; however, if an Indemnitee's negligent act or omission is subsequently determined to be the sole proximate cause of a suit or claim, the Indemnitee shall not be entitled to indemnification hereunder. Contractor shall be given timely written notice of any suit or claim. Contractor's obligations hereunder are in no way limited by any protection afforded under workers' compensation acts, disability benefits acts, or other employee benefit acts. This clause shall not negate, abridge, or reduce any other rights or obligations of indemnity which would otherwise exist. The obligations of this paragraph
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shall survive termination, cancelation, or expiration of the parties' agreement. This provision shall be construed fairly and reasonably, neither strongly for nor against either party, and without regard to any clause regarding insurance. As used in this clause, "Indemnitees" means the State of South Carolina, its instrumentalities, agencies, departments, boards, political subdivisions and all their respective officers, agents and employees. [07-7B100-2] INDEMNIFICATION - THIRD PARTY CLAIMS – DISCLOSURE OF INFORMATION Without limitation, Contractor shall defend and hold harmless the State from and against any and all suits or claims of any character (and all related damages, settlement payments, attorneys' fees, costs, expenses, losses or liabilities) by a third party which arise out of in connection with a disclosure of government information (as defined in the clause titled Information Security) caused in whole or in part by any act or omission of contractor, its subcontractors at any tier, their employees, workmen, servants, agents, or anyone directly or indirectly employed by them or anyone for whose acts any of them may be liable, if the act or omission constituted a failure to perform some obligation imposed by the contract. Contractor shall be given timely written notice of any suit or claim. This clause shall not negate, abridge, or reduce any other rights or obligations of indemnity which would otherwise exist. The obligations of this paragraph shall survive termination, cancelation, or expiration of the parties' agreement. This provision shall be construed fairly and reasonably, neither strongly for nor against either party, and without regard to any clause regarding insurance. INFORMATION SECURITY (a) Definitions. As used in this clause— Clearing means removal of data from an information system, its storage devices, and other peripheral devices with storage capacity, in such a way that the data may not be reconstructed using common system capabilities (i.e., through the keyboard); however, the data may be reconstructed using laboratory methods. Compromise means disclosure of information to unauthorized persons, or a violation of the security policy of a system in which unauthorized intentional or unintentional disclosure, modification, destruction, or loss of an object may have occurred. This includes copying the data through covert network channels, or copying the data to unauthorized media, or disclosure of information in violation of any obligation imposed by this contract. Data means a subset of information in an electronic format that allows it to be retrieved or transmitted. Government information means (i) information provided by or generated for the using governmental unit, or (ii) acquired or accessed by Contractor as a result of performing the work. Without limiting the foregoing, government information includes (a) any information that Contractor acquires or accesses by software or webbased services, and (b) any metadata or location data. Government information excludes unrestricted information. Information means any communication or representation of knowledge such as facts, statistics, or opinions, in any medium or form, including textual, numerical, graphic, cartographic, narrative, or audiovisual. Information system means a discrete set of information resources organized for the collection, processing, maintenance, use, sharing, dissemination, or disposition of information. Intrusion means an unauthorized act of bypassing the security mechanisms of a system. Media means physical devices or writing surfaces including but not limited to magnetic tapes, optical disks, magnetic disks, large scale integration memory chips, and printouts (but not including display media, e.g., a computer monitor, cathode ray tube (CRT) or other (transient) visual output) onto which information is recorded, stored, or printed within an information system. Public information means any information, regardless of form or format, that the State intentionally discloses, disseminates, or makes available to the public. Safeguarding means measures or controls that are prescribed to protect information. Software means any computer program acquired, accessed, or used by the government or a third party pursuant to or as a result of this contract. Unrestricted information means (1) public information, (2) information acquired by Contractor prior to contract formation, (3) information incidental to contract administration, such as financial, administrative, cost or pricing, or management information, and (4) any ideas, concepts, know-how, methodologies, processes, technologies, techniques which Contractor develops or learns in connection with Contractor’s performance of the work.
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Voice means all oral information regardless of transmission protocol. Web-based service means a service accessed over the Internet and acquired, accessed, or used by the government or a third party pursuant to or as a result of this contract. (b) Safeguarding requirements and procedures. The Contractor shall apply the following basic safeguarding requirements to protect government information from unauthorized access and disclosure: (1) Protecting information on public computers or Web sites: Do not process government information on public computers (e.g., those available for use by the general public in kiosks, hotel business centers) or computers that do not have access control. Government information shall not be posted on Web sites that are publicly available or have access limited only by domain/Internet Protocol restriction. Such information may be posted to web pages that control access by user ID/password, user certificates, or other technical means, and that provide protection via use of security technologies. Access control may be provided by the intranet (versus the Web site itself or the application it hosts). (2) Transmitting electronic information. Transmit email, text messages, blogs, and similar communications that contain government information using technology and processes that provide the best level of security and privacy available, given facilities, conditions, and environment. (3) Transmitting voice and fax information. Transmit government information via voice and fax only when the sender has a reasonable assurance that access is limited to authorized recipients. (4) Physical and electronic barriers. Protect government information by at least one physical and one electronic barrier (e.g., locked container or room, login and password) when not under direct individual control. (5) Sanitization. At a minimum, clear information on media that have been used to process government information before external release or disposal. Overwriting is an acceptable means of clearing media in accordance with National Institute of Standards and Technology 800–88, Guidelines for Media Sanitization, at http://csrc.nist.gov/ publications/nistpubs/800-88/NISTSP800-88_with-errata.pdf. (6) Intrusion protection. Provide at a minimum the following protections against computer intrusions and data compromise: (i) Current and regularly updated malware protection services, e.g., anti-virus, antispyware. (ii) Prompt application of security-relevant software upgrades, e.g., patches, service packs, and hot fixes. (7) Transfer limitations. Transfer government information only to those subcontractors that both require the information for purposes of contract performance and provide at least the same level of security as specified in this clause. (c) Subcontracts. The Contractor shall include the substance of this clause, including this paragraph (c), in all subcontracts under this contract that may involve government information residing in or transiting through the subcontractor’s information system. (d) Other contractual requirements regarding the safeguarding of information. This clause addresses basic requirements and is subordinate to any other contract clauses or requirements to the extent that it specifically provides for enhanced safeguarding of information or information systems. INFORMATION SECURITY – DATA LOCATION Contractor is prohibited from accessing, processing, transmitting, or storing government information, as defined in the clause titled Information Security, outside the continental United States. This obligation is a material requirement of this contract. INFORMATION USE AND DISCLOSURE Citizens should not be required unnecessarily to share information with those engaged by the government in order to access services provided by the government and such information should be used by those engaged by the government only to the extent necessary to provide the services; accordingly, this clause addresses basic requirements for the Contractor’s use and disclosure of government information, which expressly includes, but is not limited to, information provided by or obtained from the citizens. (a) Definitions. The definitions of the following terms are incorporated by reference from the clause titled Information Security: “compromise,” “government information,” “information,” “public information,” “software,” “unrestricted information,” and “web-based service.” Additionally, as used in this section, “third party” means any person or entity other than the using governmental unit, the Contractor, or any subcontractors at any tier.
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(b) Legal mandates. Notwithstanding anything to the contrary, Contractor shall be permitted to use, disclose, or retain government information but only to the limited extent necessary to comply with any requirement imposed by law, rule, regulation, or direction of law enforcement. If it is necessary for Contractor to use, disclose, or retain government information in order to comply with either a law or direction of law enforcement, Contractor shall provide using governmental unit with written notice, including a description of the circumstances and applicable law, in advance of such use, disclosure or retention except to the extent prohibited by law. (c) Flow down. Any reference in this clause to Contractor also includes any subcontractor at any tier. Contractor is responsible for, and shall impose by agreement the limitations and restrictions of this clause on, any other person or entity that contractor authorizes to take action related to government information. The Contractor shall include the substance of this clause, including this paragraph (c), in all subcontracts under this contract that may involve government information. (d) Collecting Information. Contractor must gather and maintain government information only to the minimum extent necessary to accomplish the work. (e) Rights, Disclosure and Use. Except as otherwise expressly provided in this solicitation, Contractor agrees not to either (1) use or disclose government information, or (2) retain government information after termination or expiration of this contract. Contractor acquires no rights in any government information except the limited rights to use, disclose and retain the government information in accordance with the terms of this solicitation. To the extent reasonably necessary to perform the work, Contractor may: (i) disclose government information to persons having a need-to-know (e.g., subcontractors); and (ii) use (including access, process, transmit, and store) and maintain the government information itself. Before disclosing government information to a subcontractor or third party, Contractor shall give the using governmental unit detailed written notice regarding the reason for disclosure and the identity and location of the recipient. The notice shall be provided no later than fifteen (15) business days in advance of the disclosure. (f) Return. Notwithstanding the using governmental unit’s failure to perform or the pendency of a dispute, Contractor agrees to promptly return all government information in its possession to using governmental unit upon written request of using governmental unit (provided that, if the contract has not expired or been terminated, Contractor shall be excused from the performance of any work reasonably dependent on Contractor’s further access to such government information). (g) Privacy Policy & Applicable Laws. Without limiting any other legal or contractual obligations, Contractor shall comply with its own privacy policies and written privacy statements relevant to the work. Without limiting any other legal or contractual obligations, Contractor shall comply with (1) all laws applicable to Contractor regarding government information, and (2) all laws and standards identified in the clause entitled Information Use and Disclosure – Standards. (h) Safeguarding Information. Without limiting any other legal or contractual obligations, Contractor agrees to implement and maintain reasonable and appropriate administrative, physical, and technical safeguards (including without limitation written policies and procedures) for protection of the security, confidentiality, and integrity of the government information in its possession. Upon request by using governmental unit, Contractor shall confirm Contractor’s compliance with this section in writing signed by Contractor's most senior executive responsible for information technology security. (i) Actions Following Disclosure. Immediately upon learning of a compromise or improper use of government information (hereinafter “discovery”), Contractor shall take such action as may be necessary to preserve forensic evidence and eliminate the cause of the compromise or improper use. As soon as practicable, but no later than twenty-four hours after discovery, Contractor shall notify using governmental unit of the compromise or improper use, including a description of the circumstances of the use or compromise. As soon as practicable after discovery, Contractor shall provide the using governmental unit all information necessary to enable the using governmental unit to fully understand the nature and extent of the compromise or improper use. If a compromise or improper use is caused in whole or in part by the act or omission of Contractor, its employees, workmen, servants, agents, or anyone directly or indirectly employed by them or anyone for whose acts Contractor may be liable, that is not in accordance with the terms of this contract or applicable law, Contractor shall: (1) provide any legally required notification to third parties affected by a compromise if legally required to be provided to such parties by Contractor, and if not (e.g., if required of using governmental unit), Contractor shall reimburse using governmental unit for the cost of providing such notifications; (2) pay costs and expenses for at least two years of identity theft monitoring services (including without limitation, credit monitoring) and identity theft restoration services for any such affected individuals receiving notice where such services are appropriate given the circumstances of the incident and the nature of the information compromised; and (3) pay any related fines or penalties imposed on the using governmental unit by a government authority.
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(j) Survival & Remedy. All the obligations imposed by this paragraph are material. The obligations of this section shall survive termination or expiration of the contract. Without limiting any rights the using governmental unit may have, and notwithstanding any other term of this contract, Contractor agrees that using governmental unit may have no adequate remedy at law for a breach of Contractor's obligations under this clause and therefore the using governmental unit shall be entitled to pursue equitable remedies in the event of a breach of this clause. INFORMATION USE AND DISCLOSURE – STANDARDS Cross-reference clause titled “Information Use and Disclosure.” To the extent applicable: (a) South Carolina Financial Identity Fraud and Identity Theft Protection Act (FIFITPA), 2008 Act 190, as amended. Solely for purposes of Section 39-1-90 of the South Carolina Code of Laws, as amended, Contractor is deemed to be the owner of government information, as defined herein, and Contractor agrees that the Using Governmental Unit is not a licensee. (b) The South Carolina Family Privacy Protection Act of 2002, as codified in Chapter 2 of Title 30 of the South Carolina Code of Laws, as amended. (c) FISMA: Federal Information Security Management Act, 44 U.S.C. §§3541, et seq. (d) HIPAA: Health Insurance Portability and Accountability Act of 1996; Privacy Rule at 45 C.F.R. 160 & 164 (e) FERPA: Family Educational Rights and Privacy Act, 20 U.S.C. §1232g (f) GLB: Gramm–Leach–Bliley Act; Financial Privacy Rule codified at 15 U.S.C. §§ 6801–6809 (g) IRS Publication 1075 (h) IRC § 6103(p)(4) (26 U.S.C. § 6103(p)(4)) (i) FCRA: Fair Credit Reporting Act, 15 U.S.C. §§1681 et seq. (j) FACT Act: Fair and Accurate Credit Transactions Act, PL 108-159 (2003) (Disposal Rule at 16 CFR Part 682) (k) FTC: Regulations promulgated by the Federal Trade Commission collectively known as the “Red Flags Rule,” found at 16 CFR 681 (l) CJIS: Criminal Justice Information Services Security Policy, published by Federal Bureau of Investigation, U.S. Department of Justice; current version 5.1 (July 13, 2012) (m) PCI DSS (Payment Card Industry Data Security Standard): the current version of PCI DSS published on the PCI SSC (PCI Security Standards Council) website (n) Privacy Act of 1974, 5 U.S.C. 552(a) (o) Children’s Online Protection Act (COPPA) (p) Communications Assistance for Law Enforcement Act (CALEA) INTELLECTUAL PROPERTY INFRINGEMENT (JAN 2006) (a) Without limitation and notwithstanding any provision in this agreement, Contractor shall, upon receipt of notification, defend and indemnify the State, its instrumentalities, agencies, departments, boards, political subdivisions and all their respective officers, agents and employees against all actions, proceedings or claims of any nature (and all damages, settlement payments, attorneys' fees (including inside counsel), costs, expenses, losses or liabilities attributable thereto) by any third party asserting or involving an IP right related to an acquired item. State shall allow Contractor to defend such claim so long as the defense is diligently and capably prosecuted. State shall allow Contractor to settle such claim so long as (i) all settlement payments are made by Contractor, and (ii) the settlement imposes no non-monetary obligation upon State. State shall reasonably cooperate with Contractor's defense of such claim. (b) In the event an injunction or order shall be obtained against State's use of any acquired item, or if in Contractor's opinion, the acquired item is likely to become the subject of a claim of infringement or violation of an IP right, Contractor shall, without in any way limiting the foregoing, and at its expense, either: (1) procure for State the right to continue to use, or have used, the acquired item, or (2) replace or modify the acquired item so that it becomes non-infringing but only if the modification or replacement does not adversely affect the specifications for the acquired item or its use by State.
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If neither (1) nor (2), above, is practical, State may require that Contractor remove the acquired item from State, refund to State any charges paid by State therefor, and take all steps necessary to have State released from any further liability. (c) Contractors obligations under this paragraph do not apply to a claim to the extent (i) that the claim is caused by Contractor's compliance with specifications furnished by the State unless Contractor knew its compliance with the State's specifications would infringe an IP right, or (ii) that the claim is caused by Contractor's compliance with specifications furnished by the State if the State knowingly relied on a third party's IP right to develop the specifications provided to Contractor and failed to identify such product to Contractor. (d) As used in this paragraph, these terms are defined as follows: "IP right(s)" means a patent, copyright, trademark, trade secret, or any other proprietary right. "Acquired item(s)" means the rights, goods, or services furnished under this agreement. "Specification(s)" means a detailed, exact statement of particulars such as a statement prescribing materials, dimensions, and quality of work. (e) Contractor's obligations under this clause shall survive the termination, cancellation, rejection, or expiration of this Agreement. [07-7B105-1] LICENSES AND PERMITS (JAN 2006) During the term of the contract, the Contractor shall be responsible for obtaining, and maintaining in good standing, all licenses (including professional licenses, if any), permits, inspections and related fees for each or any such licenses, permits and /or inspections required by the State, county, city or other government entity or unit to accomplish the work specified in this solicitation and the contract. [07-7B115-1] MATERIAL AND WORKMANSHIP (JAN 2006) Unless otherwise specifically provided in this contract, all equipment, material, and articles incorporated in the work covered by this contract are to be new and of the most suitable grade for the purpose intended. [07-7B120-1] OWNERSHIP OF DATA & MATERIALS All non-public data, material and documentation prepared for, or obtained from, the State pursuant to this Contract, shall belong exclusively to the State. The Contractor shall not copy or use such information without the State’s written consent except to carry out contracted work, shall not transfer such information to any other party not involved in the performance of the Contract, and shall destroy or return this information to the State upon completion of the Work. Contractor has no legal or equitable interest in, or claim to, such data and information. Contractor acknowledges and agrees that, in the event Contractor files a petition for bankruptcy protection, such data and information will not be considered to be part of its bankruptcy estate. Additionally, Contractor agrees to notify the State within fortyeight (48) hours of any determination that it makes to file for bankruptcy protection, and agrees to turn over to the State before such filing a copy of all of the State’s data in a format that can be easily utilized by the State. SERVICE PROVIDER SECURITY ASSESSMENT QUESTIONNAIRE The Contractor must demonstrate that programs, policies and procedures are in place to securely collect, manage, store, process and access all government information (as defined in the clause titled “Information Security”) that is collected or created as a result of the Contractor’s performance of the work. In order for the State to accurately evaluate the strength and viability of the Contractor’s security policies, procedures and practices related to data security, usage and privacy, Offerors must provide a thorough and complete written response to the Service Provider Security Assessment Questionnaire (“Response to SPSAQ”) attached to this Solicitation (Attachment E). SERVICE PROVIDER SECURITY REPRESENTATION Offeror (i) warrants that the work will be performed, and any computerized infrastructure containing government information (as defined in the clause titled “Information Security”) will be maintained in substantial conformity with the information provided in Offeror’s Response to SPSAQ; (ii) agrees to provide the Using Governmental Unit with prompt notice of any material variation in operations from that reflected in the Response to SPSAQ; and (iii) agrees that any material deficiency in operations from those as described in the Response to SPSAQ will be deemed a material breach of the contract.
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SAFEGUARDS AGAINST THEFT AND FRAUD Offeror must describe the safeguards that it has implemented to prevent the risk of theft or fraud by its employees or subcontractors. Include an explanation of any internal operational controls related to safeguarding assets and related to accurate financial reporting, any policies regarding pre-employment background screening and criminal background checks, any employee education or training programs related to fraud prevention, and whether the company has an anonymous reporting system for employees to report workplace fraud or theft. PRICE ADJUSTMENTS (1) Method of Adjustment. Any adjustment in the contract price made pursuant to a clause in this contract shall be consistent with this Contract and shall be arrived at through whichever one of the following ways is the most valid approximation of the actual cost to the Contractor (including profit, if otherwise allowed): (a) by agreement on a fixed price adjustment before commencement of the pertinent performance or as soon thereafter as practicable; (b) by unit prices specified in the Contract or subsequently agreed upon; (c) by the costs attributable to the event or situation covered by the relevant clause, including profit if otherwise allowed, all as specified in the Contract; or subsequently agreed upon; (d) in such other manner as the parties may mutually agree; or, (e) in the absence of agreement by the parties, through a unilateral initial written determination by the Procurement Officer of the costs attributable to the event or situation covered by the clause, including profit if otherwise allowed, all as computed by the Procurement Officer in accordance with generally accepted accounting principles, subject to the provisions of Title 11, Chapter 35, Article 17 of the S.C. Code of Laws. (2) Submission of Price or Cost Data. Upon request of the Procurement Officer, the contractor shall provide reasonably available factual information to substantiate that the price or cost offered, for any price adjustments is reasonable. PRICING DATA -- AUDIT -- INSPECTION (JAN 2006) (a) Cost or Pricing Data. Upon Procurement Officer's request, you shall submit cost or pricing data, as defined by 48 C.F.R. Section 2.101 (2004), prior to either (1) any award to contractor pursuant, if the total contract price exceeds $500,000, or (2) execution of a change order or contract modification with contractor which exceeds $100,000. Your price, including profit or fee, shall be adjusted to exclude any significant sums by which the state finds that such price was increased because you furnished cost or pricing data that was inaccurate, incomplete, or not current as of the date agreed upon between parties. (b) Records Retention. You shall maintain your records for three years from the date of final payment, or longer if requested by the chief Procurement Officer. The state may audit your records at reasonable times and places. As used in this subparagraph (b), the term "records" means any books or records that relate to cost or pricing data submitted pursuant to this clause. In addition to the obligation stated in this subparagraph (b), you shall retain all records and allow any audits of these records required by the state. (c) Inspection. At reasonable times, the state may inspect any part of your place of business which is related to performance of the work. (d) Instructions Certification. When you submit data pursuant to subparagraph (a), you shall (1) do so in accordance with the instructions appearing in Table 15-2 of 48 C.F.R. Section 15.408 (2004) (adapted as necessary for the state context), and (2) submit a Certificate of Current Cost or Pricing Data, as prescribed by 48 CFR Section 15.406-2(a) (adapted as necessary for the state context). (e) Subcontracts. You shall include the above text of this clause in all of your subcontracts. (f) Nothing in this clause limits any other rights of the state.
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PRIVACY – WEB SERVICES (JAN 2006): You agree that any information acquired by you about individuals or businesses that is available to you as a result of your performance of this contract shall not be retained beyond the end of the term of the contract without the express written consent of the government. Such information shall never be sold, traded, or released to another entity, including affiliates, and shall not be used for any purpose other than performing this contract. Upon request, contractor shall provide written confirmation of compliance with this clause. [07-7B195-1] RELATIONSHIP OF THE PARTIES (JAN 2006) Neither party is an employee, agent, partner, or joint venturer of the other. Neither party has the right or ability to bind the other to any agreement with a third party or to incur any obligation or liability on behalf of the other party. [07-7B205-1] RELATIONSHIP OF USING GOVERNMENTAL UNITS (JAN 2006): Each Using Governmental Unit’s obligations and liabilities are independent of every other Using Governmental Unit’s obligations and liabilities. No Using Governmental Unit shall be responsible for any other Using Governmental Unit’s act or failure to act. [07-7B210-1] SOFTWARE LICENSES (JAN 2006): Proprietary Software: Proprietary software is non-custom written, non-made for hire computer software supplied by the contractor and documentation used to describe, maintain and use the software. License: The State is hereby granted a non-exclusive, fully paid perpetual license to use the proprietary software acquired hereunder. Title: Title to any proprietary software provided by the Contractor to the State will remain with the Contractor. Trade Secrets: The State agrees that the proprietary software is a trade secret of the contractor. The State agrees to take reasonable precautions to protect the trade secret nature of the proprietary software and to prevent its disclosure to unauthorized personnel. The license herein granted cannot be transferred, assigned, or made available by the State for use by any other individual, firm, partnership, or legal entity not affiliated, associated, or connected with the State without the prior expressed written consent of the contractor, which consent will not be unreasonably withheld. Such transfer shall also be conditioned upon the execution by the transferee of a written declaration agreeing to be bound by the terms and conditions of confidentiality provided for in this section. Source Code: Source code includes files used by assembly, basic, c or other language compatibles to produce object modules for linkage into applications programs. The source code media will contain source code, files for compiling and linking software, and any other files and documentation available in machine-readable form to facilitate compiling and linking the code. In the event the contractor, at any point during the continued installation and operation of the products acquired under this contract, discontinues the conduct of business, or for any reason fails to continue to support its proprietary software, it will either make provision for the continued support under the same terms and conditions or provide the State with a copy of the source code for said proprietary software, at no expense to the State. Export Control: The State acknowledges that the products acquired hereunder may be licensable by the U. S. Government. It further acknowledges that a valid export license must be obtained from the Department of Commerce prior to export of said products. Customized Software: Customized software is made-for-hire, custom written and customer specific software or customizations to proprietary software developed for the State by contractor and documentation used to describe, maintain and use the software. Title: Title to the customized software vests in the State as set forth herein. Contractor shall thereafter have no right, title or interest in any customized software. As herein used, title includes providing to the State all intellectual elements of the customized software including, but not limited to, developmental work product, notes, object and source codes, documentation, and any other items which would aid the State in understanding, using, maintaining, and enhancing said customized software.
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Software Tools: The contractor shall provide to the STATE, simultaneous with its initial installation, and any subsequent enhancements, upgrades, fixes, etc., software tools (including, but not limited to compilers, editors, etc.) that the STATE would require to maintain or enhance the customized software. The price for said tools and the cost to train State personnel to maintain and/or to enhance the customized software shall be noted separately and included in the contractor’s cost proposal submitted to the State in response to the State’s solicitation. Escrow for Source Code: In the event the contractor at any point during the continued installation and operation of the software herein acquired discontinues the conduct of business or for any other reason fails to continue to support the software, the state shall be provided a copy of the source code for said software within thirty days at no expense to the State. For the effective term of this contract, contractor will provide, to a mutually agreed upon escrow agent in the United States, the most recent version of the source code on magnetic media. Proprietary source code shall be deposited into the escrow account within fifteen (15) days of the initiation of the contract, or any major update, non-customized enhancement, version or release of said licensed software. The source code may be accessed only upon the following conditions: a. Contractor refuses to provide software maintenance, bug fixes, upgrades, updates and/or enhancement services under the terms set forth in this contract or as generally provided similarly situated customers; or b. Contractor ceases to do business or exist as a valid business entity, as evidenced by an adjudication of bankruptcy or other definitive measure of cessation of operations. With regards to proprietary software, the state may not sell, assign lease, or otherwise provide said source code(s) to any other person or entity, regardless of modification, without the express written consent of contractor, its successors, and assigns. [07-7B215-1] SHIPPING / RISK OF LOSS (JAN 2006) F.O.B. Destination. Destination is the shipping dock of the Using Governmental Units' designated receiving site, or other location, as specified herein. (See Delivery clause) [07-7B220-1] DELIVERY / PERFORMANCE LOCATION – PURCHASE ORDER (JAN 2006) After award, all deliveries shall be made and all services provided to the location specified by the Using Governmental Unit in its purchase order. [03-3015-1] STATEWIDE CONTRACT With this solicitation, the state seeks to establish a statewide contract available for use by all South Carolina state and local public procurement units. Use by state governmental bodies (as that term is defined in Section 11-35310(18)), which includes most state agencies, is mandatory. State higher education institutions (including state colleges, universities, and technical schools) as well as the judicial branch and General Assembly have the option to use this contract but are not required to do so. Use by local public procurement units is optional. Local public procurement units means any political subdivision, or unit thereof, which expends public funds. The term political subdivision means all counties, municipalities, school districts, public service or special purpose districts. The State shall be entitled to audit the books and records of contractor and any subcontractor to the extent that such books and records relate to the performance of the work. Such books and records shall be maintained by the contractor for a period of three years from the date of final payment under the prime contract and by the subcontractor for a period of three years from the date of final payment under the subcontract, unless a shorter period is otherwise authorized in writing by the Chief Procurement Officer. STORAGE OF MATERIALS (JAN 2006) Absent approval of the using governmental unit, Contractor shall not store items on the premises of the using governmental unit prior to the time set for installation. [07-7B235-1] TERM OF CONTRACT - EFFECTIVE DATE / INITIAL CONTRACT PERIOD (JAN 2006) The effective date of this contract is the first day of the Maximum Contract Period as specified on the final statement
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of award. The initial term of this agreement is 3 years, 0 months, 0 days from the effective date, with the option to renew an additional four, one-year terms. Regardless, this contract expires no later than the last date stated on the final statement of award. [07-7B240-1] TERM OF CONTRACT -- OPTION TO RENEW (JAN 2006) At the end of the initial term, and at the end of each renewal term, this contract shall automatically renew for a period of 1 year(s), 0 month(s), and 0 day(s), unless contractor receives notice that the state elects not to renew the contract at least thirty (30) days prior to the date of renewal. Regardless, this contract expires no later than the last date stated on the final statement of award. [07-7B245-1] TERMINATION FOR CONVENIENCE (1) Termination. The Procurement Officer may terminate this contract in whole or in part, for the convenience of the State. The Procurement Officer shall give written notice of the termination to the contractor specifying the part of the contract terminated and when termination becomes effective. (2) Contractor's Obligations. The contractor shall incur no further obligations in connection with the terminated work and on the date set in the notice of termination the contractor will stop work to the extent specified. The contractor shall also terminate outstanding orders and subcontracts as they relate to the terminated work. The contractor shall settle the liabilities and claims arising out of the termination of subcontracts and orders connected with the terminated work. The Procurement Officer may direct the contractor to assign the contractor's right, title, and interest under terminated orders or subcontracts to the State. The contractor must still complete the work not terminated by the notice of termination and may incur obligations as are necessary to do so. (3) Right to Supplies. The Procurement Officer may require the contractor to transfer title and deliver to the State in the manner and to the extent directed by the Procurement Officer: (a) any completed supplies; and (b) such partially completed supplies and materials, parts, tools, dies, jigs, fixtures, plans, drawings, information, and contract rights (hereinafter called "manufacturing material") as the contractor has specifically produced or specially acquired for the performance of the terminated part of this contract. The contractor shall, upon direction of the Procurement Officer, protect and preserve property in the possession of the contractor in which the State has an interest. If the Procurement Officer does not exercise this right, the contractor shall use best efforts to sell such supplies and manufacturing materials in accordance with the standards of Uniform Commercial Code Section 2-706. Utilization of this Section in no way implies that the State has breached the contract by exercise of the Termination for Convenience Clause. (4) Compensation. (a) The contractor shall submit a termination claim specifying the amounts due because of the termination for convenience together with cost or pricing data bearing on such claim. If the contractor fails to file a termination claim within one year from the effective date of termination, the Procurement Officer may pay the contractor, if at all, an amount set in accordance with Subparagraph (c) of this Paragraph. (b) The Procurement Officer and the contractor may agree to a settlement and that the settlement does not exceed the total contract price plus settlement costs reduced by payments previously made by the State, the proceeds of any sales of supplies and manufacturing materials under Paragraph (3) of this clause, and the contract price of the work not terminated; (c) Absent complete agreement under Subparagraph (b) of this Paragraph, the Procurement Officer shall pay the contractor the following amounts, provided payments agreed to under Subparagraph (b) shall not duplicate payments under this Subparagraph: (i) contract prices for supplies or services accepted under the contract; (ii) costs reasonably incurred in performing the terminated portion of the work less amounts paid or to be paid for accepted supplies or services; (iii) reasonable costs of settling and paying claims arising out of the termination of subcontracts or orders pursuant to Paragraph (2) of this clause. These costs must not include costs paid in accordance with Subparagraph (c)(ii) of this paragraph; (iv) any other reasonable costs that have resulted from the termination. The total sum to be paid the contractor under this Subparagraph shall not exceed the total contract price plus the reasonable
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settlement costs of the contractor reduced by the amount of payments otherwise made, the proceeds of any sales of supplies and manufacturing materials under Subparagraph (b) of this Paragraph, and the contract price of work not terminated. (d) Contractor must demonstrate any costs claimed, agreed to, or established under Subparagraphs (b) and (c) of this Paragraph using its standard record keeping system, provided such system is consistent with any applicable Generally Accepted Accounting Principles. (5) Contractor's failure to include an appropriate termination for convenience clause in any subcontract shall not (i) affect the state's right to require the termination of a subcontract, or (ii) increase the obligation of the state beyond what it would have been if the subcontract had contained an appropriate clause. WARRANTY – STANDARD (JAN 2006): Contractor must provide the manufacturer’s standard written warranty upon delivery of product. Contractor warrants that manufacturer will honor the standard written warranty provided. [07-7B280-1]
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SECTION VIII. BIDDING SCHEDULE / PRICE PROPOSAL PRICE PROPOSAL (JAN 2006) Notwithstanding any other instructions herein, you shall submit the price information as a separate document (Attachment G). [08-8015-1]
PRICE PROPOSAL NARRATIVE The Respondent should provide a brief narrative (not longer than two pages) in support of each Cost Proposal item. The narrative should be focused on clarifying how the proposed prices correspond directly to the Offeror’s Technical Proposal.
PRICE PROPOSAL Each Offeror must provide a Price Proposal that summarizes the advantages of contracting with the Offeror. The Price Proposal should include a complete cost breakdown of all costs associated with the Offeror’s proposal. A separate spreadsheet with pricing elements to be used for comparison is provided. Include complete pricing for each lot of the solution. The Offeror shall not include any Technical information in the Price Proposal. Offerors are to submit a Price Proposal as a separate document from the Technical Proposal.
E-RATE Beginning in 2015, E-rate applicants must deduct the value of ineligible components bundled with eligible services unless those ineligible components qualify as “ancillary” to the eligible services under FCC rules. This process is called “cost allocation.” Offeror must separate and illustrate the cost allocation for each component and service in a bundled offering provided to E-rate eligible State entities enabling each entity to properly apply for E-rate coverage of allowable services. COST ASSUMPTIONS, CONDITIONS AND CONSTRAINTS The Offeror should list and describe as part of its Price Proposal any special cost assumptions, conditions, and/or constraints relative to, or which impact, the prices presented. It is of particular importance to describe any assumptions made by the Offeror in the development of the Offeror's Technical Proposal that have a material impact on price. It is in the best interest of the Offeror to make explicit the assumptions, conditions, and/or constraints that underlie the values presented on the Price Proposal. Assumptions, conditions or constraints that conflict with the RFP requirements are not acceptable. The Offeror shall provide an annual price/rate review in order for the State to take advantage of market price/rate declines. The Offeror shall provide an option for operating expense-based, monthly payment for hard phones and softphones that would preclude the State from making a capital expenditure of hardware endpoints. For capital expenditure purchases, the Offeror shall provide the best discount off the manufacturer’s list price for this contract. The discount off list price is referenced to the current manufacturer’s list price as of March 2015 and will be the reference price for all pricing. The State will post the most current pricing on the pricing web page for each contract. The manufacturer’s price list as of March 2015 will be included in the SCEIS on-line procurement system and hereby included as part of this solicitation. The Offeror’s pricing must include any taxes or fees imposed by state or federal regulatory entities. Pricing (contained within a separate file), must be completed in its entirety.
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SECTION IX. ATTACHMENTS TO SOLICITATION Attachment A: Attachment B: Attachment C: Attachment D: Attachment E: Attachment F: Attachment G:
Telephony Inventory Diagram of the Existing Telephony Network Diagram of the Existing Data Network Station Message Detail Recording (SMDR) Data Elements Service Provider Security Assessment Questionnaire Non-Resident Taxpayer Registration Affidavit Income Tax Withholding Glossary
NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT INCOME TAX WITHHOLDING IMPORTANT TAX NOTICE - NONRESIDENTS ONLY Withholding Requirements for Payments to Nonresidents: Section 12-8-550 of the South Carolina Code of Laws requires persons hiring or contracting with a nonresident conducting a business or performing personal services of a temporary nature within South Carolina to withhold 2% of each payment made to the nonresident. The withholding requirement does not apply to (1) payments on purchase orders for tangible personal property when the payments are not accompanied by services to be performed in South Carolina, (2) nonresidents who are not conducting business in South Carolina, (3) nonresidents for contracts that do not exceed $10,000 in a calendar year, or (4) payments to a nonresident who (a) registers with either the S.C. Department of Revenue or the S.C. Secretary of State and (b) submits a Nonresident Taxpayer Registration Affidavit - Income Tax Withholding, Form I-312 to the person letting the contract. The withholding requirement applies to every governmental entity that uses a contract ("Using Entity"). Nonresidents should submit a separate copy of the Nonresident Taxpayer Registration Affidavit - Income Tax Withholding, Form I-312 to every Using Entity that makes payment to the nonresident pursuant to this solicitation. Once submitted, an affidavit is valid for all contracts between the nonresident and the Using Entity, unless the Using Entity receives notice from the Department of Revenue that the exemption from withholding has been revoked.
Section 12-8-540 requires persons making payment to a nonresident taxpayer of rentals or royalties at a rate of $1,200.00 or more a year for the use of or for the privilege of using property in South Carolina to withhold 7% of the total of each payment made to a nonresident taxpayer who is not a corporation and 5% if the payment is made to a corporation. Contact the Department of Revenue for any applicable exceptions.
For information about other withholding requirements (e.g., employee withholding), contact the Withholding Section at the South Carolina Department of Revenue at 803-898-5383 or visit the Department's website at: www.sctax.org
This notice is for informational purposes only. This agency does not administer and has no authority over tax issues. All registration questions should be directed to the License and Registration Section at 803-898-5872 or to the South Carolina Department of Revenue, Registration Unit, Columbia, S.C. 29214-0140. All withholding questions should be directed to the Withholding Section at 803-896-1420. PLEASE SEE THE "NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT INCOME TAX WITHHOLDING" FORM (FORM NUMBER I-312) (Attachment F) LOCATED AT: http://www.sctax.org/Forms+and+Instructions/withholding/default.htm. [09-9005-1]
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Attachment A:
Telephony Inventory
The primary voice service for State agency/UGUs within the Columbia, Charleston, Greenville and Florence areas is currently provided by Spirit Communications using a combination of the State-owned Avaya legacy PBXs and Octel Aria voicemail systems and the Avaya IP Server which is provided and owned by Spirit Communications. These switches are connected via T1’s and/or State-owned fiber. In addition, there are 2,091 Centrex agency/UGU users and multiple key systems located throughout the state. Description
Location
Switch 4 Sumter St. Switch 5 Mills Bldg. Switch 6 BRR Switch 7 EMD Charleston Greenville Florence Totals
1026 Sumter Street, Columbia 2100 Bull Street, Mills Building, Columbia 4400 Broad River Road, Columbia 1100 Fish Hatchery Road, West Columbia 81 St. Phillips Street, Charleston 15 University Street, Greenville 714 E. National Cemetery Rd, Florence
COLA 350 COLA 250 BRR 350 CHAS 350 Lottery Governor’s School
1026 Sumter Street, Columbia 1026 Sumter Street, Columbia 4400 Broad River Road, Columbia 81 St. Phillips Street, Charleston 1026 Sumter Street, Columbia 15 University Street, Greenville
Florence
714 E. National Cemetery Rd, Florence
Type
Software Version
Legacy Switches G3R R011R.03.0.526.5
1500 Hampton Street, Columbia
Modular Messaging
1500 Hampton Street, Columbia
Contact Centers Sumter St Mills Bldg. Broad River EMD Charleston Florence Greenville S8730 (VoIP) Totals
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Ancillary Ports
Total Ports In Use
5,445
2,529
725
8,699
R011R.03.0.526.5
7,028
986
537
8,551
G3R G3I G3R G3R S8500
R011R.03.0.526.5 R011R.03.0.526.5 R011R.03.0.526.5 R011R.03.0.526.5 R013X.01.2.632.1
5,581 279 6,926 555 216 26,030
971 187 546 162 69 5,450
583 23 310 69 13 2,260
7,135 489 7,782 786 298 33,740
Aria 3.00.09-1 Aria 3.10.08-1 Aria 3.00.09-1 Aria 3.01.02-1 Aria 3.01.02-1 Aria 3.01.02-1
8,382 113 2,500 2,819 384 369
144 37 48 48 36 14
8,526 150 2,548 2,867 420 383
LX V1
28
12
40
14,595
339
14,934
16,552
TBD
2,858
19,410
11,860
TBD
-
11,860
Vectors
Agents
159
304
VDN Measured 71
VDN Total 86
Legacy
157
181
58
74
Legacy Legacy Legacy Legacy Legacy VoIP
119 86 10 798 1,329
253 94 13 1,035 1,880
72 41 6 633 881
89 59 8 878 1,194
Voice Mail 350 250 350 350 250 250 Intuity AUDI X
VoIP S8730 Voice Mail Type
1026 Sumter Street, Columbia 2100 Bull Street, Mills Building, Columbia 4400 Broad River Road, Columbia 1100 Fish Hatchery Road, West Columbia 81 St. Phillips Street, Charleston 714 E. National Cemetery Rd, Florence 15 University Street, Greenville 1500 Hampton Street, Columbia
Trunk Ports
G3R
Totals
Spirit Hosted VoIP
Stations Ports
Legacy
CMS R3V11
Attachment B:
Diagram of the Existing Telephony Network
COLUMBIA
8382 Mailboxes
IVRs Revenue Retirement Corrections Education
113 Mailboxes COLA OCTEL ®350
369 Mailboxes OCTEL ®250
162 Trunks 624 Stations
COLA OCTEL ®250 384 Mailboxes
Greenville Lottery OCTEL®250
986 Trunks 7565 Stations 69 Trunks 229 Stations
AVAYA 2529 Trunks 6170 Stations
28 Mailboxes
Sumter St. Total Trunks Total Stations Total Voicemail boxes
Mills
5.450 28,245 14,595
AVAYA
187 Trunks 302 Stations
Call Detail Recording 971 Trunks 6119 Stations
2819 Mailboxes
2500 Mailboxes
546 Trunks 7236 Stations OCTEL ®350
OCTEL ®350 Charleston
BRR CMS
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Audio Voice Bridges
Attachment C:
Diagram of the Existing Data Network Spirit Internet
Spirit MPLS
CenturyLink Internet
Spirit Metro Ethernet
AT&T Metro Ethernet
AT&T Priority Plus Metro Ethernet
1500 Hampton Street
1026 Sumter Street
AT&T MPLS
Spirit VoIP 4430 Broad River Road Data Center
The MetroNet is a city-wide network that encompasses most of Columbia, South Carolina. It is a Division of Technology managed network which conforms to a three tier design with core and distribution routers and access switches. It has 10Gbps Ethernet service between most devices with typically less than 30% utilization on any given 10Gbps Ethernet link. There are three core nodes. The node at Broad River Road primarily provides service to the State data center. The node at Sumter Street provides service to most of the governmental entities and access to various network services. The node at Hampton Street primarily provides access to various network services. It is a fully redundant network with diverse paths for connectivity between devices. Network service connections include access to the AT&T/Spirit MPLS network, AT&T’s Metro Ethernet networks, Spirit’s Metro Ethernet network, two different Internet providers, and Spirit’s VoIP solution. Diverse and redundant firewalls are located throughout the network. The Division of Technology manages large firewalls with virtual firewall contexts available to governmental entities for a fee. Several governmental entities manage their own firewalls. The State does not mandate a specific vendor for firewalls; therefore there is significant diversity in firewall vendors throughout the governmental entities. Governmental entity managed networks are connected to the MetroNet at various speeds for a fee. The majority of the governmental entities connects via Ethernet at 10Mbps or 20Mbps but can easily scale up to 1000Mbps. The State does not mandate a specific vendor for network equipment; therefore there is significant diversity in network equipment vendors throughout the governmental entities. The network uses a mix of leased and owned fiber as well as leased circuits to complete connectivity between devices. The access circuit is the responsibility of the agency. The State maintains a Network Services contract for these circuits.
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Attachment D: Station Message Detail Recording (SMDR) Data Elements
Data Element
Description
Extension or station number placing the call
10 digit station or extension number
Number called
3, 7, 10 or 11 digit number dialed
Start time of call
HHMMSS
End time of call
HHMMSS
Duration of call
HHMMSS
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Attachment E:
Service Provider Security Assessment Questionnaire
Instructions: I. Attach additional pages or documents as appropriate. II. As used in this Questionnaire, government information shall have the meaning defined in the clause titled “Information Security.” 1.
Describe your policies and procedures that ensure access to government information is limited to only those employees/Contractors who require access to perform your proposed services. 2. Describe your disaster recovery and business continuity plans. 3. What safeguards and practices do you have in place to vet employees and Contractors who have access to government information? 4. Describe and explain your security policies and procedures related to use of Contractors/sub contractors. 5. List any certifications that you have that demonstrate that adequate security controls are in place to properly store, manage and process government information (for example, ISO or SSAE certifications). Will these certifications be in place for the duration of the contract? Will you provide the state with most recent and future audit reports related to these certifications? 6. Describe the policies, procedures and practices you have in place to provide for the physical security of your data centers and other sites where government information will be hosted, accessed or maintained. 7. Will government information be encrypted at rest? Will government information be encrypted when transmitted? Will government information be encrypted during data backups? 8. Describe safeguards that are in place to prevent unauthorized use, reuse, distribution, transmission, manipulation, copying, modification, access or disclosure of government information. 9. What controls are in place to detect security breaches? Do you log transactions and network activity? How long do you maintain these audit logs? 10. How will government information be managed after contract termination? Will government information provided to the Contractor be deleted or destroyed? When will this occur? 11. Describe your incident response policies and practices. 12. Identify any third party which will host or have access to government information. Offeror’s response to this questionnaire includes any other information submitted with its offer regarding information or data security. SIGNATURE OF PERSON AUTHORIZED TO REPRESENT THE ACCURACY OF THIS INFORMATION ON BEHALF OF CONTRACTOR:
By: (authorized signature)
(printed name of person signing above) Its: (title of person signing above) Date:
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Attachment F: Non-Resident Taxpayer Registration Affidavit Income Tax Withholding
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INFORMATION NONRESIDENT TAXPAYER REGISTRATION AFFIDAVIT
l
Submitthis form to the company or individual you are contracting with. Do not submit this form to South Carolina Department of Revenue. PURPOSE OF AFFIDAVIT A person is not required to withhold taxes for a nonresident taxpayer who submits an affidavit certifying that they are registered with either the South Carolina Secretary of State or the South Carolina Department of Revenue.
REQUIREMENTS TO MAKE WITHHOLDING PAYMENTS Code Section 12-8-550 requires persons hiring or contractingwith a nonresident taxpayer to withhold 2% of each payment made to the nonresident where the payments under the contract exceed $10,000.However,this section does not apply to payments on purchase orders for tangible personal property w hen those payments are not accompanied by services to be performed inthis state. Code Section 12-8-540 requires persons making payment to a nonresident taxpayer of rentals or royalties at a rate of $1,200 or more a year for the use of or for the privilege of using property in South Carolina to withhold 7% of the total of each payment made to a nonresident taxpayer who is not a corporation and 5% if the payment is made to a corporation. Code Section 12-8-570 requires trusts or estates making distribution of South Carolina taxable income to a nonresident beneficiary to withhold 7% of the beneficiary's distribution which is attributable to South Carolina taxable income.
Our Internet address is: www.sctax.org
L
33232026
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J
Attachment G: Glossary Element
Definition
Abandoned Call
A call that is not answered due to the caller hanging up/ending the call An extension in a PBX or Contact Center that has variable or conditional availability Average Hold time. The average length of time in seconds/minutes that a call remains on hold Automatic Location Identification Automatic Number Identification Application Programming Interface Average Speed of Answer. The average length of time in seconds/minutes from the time a call is received into the system and begins ringing until the call is answered
Agent AHT ALI ANI API ASA Automated Attendant
A feature that receives an incoming call and plays recorded messages giving the caller options for call redirection
AWT
Average Wait Time. The average length of time in seconds/minutes that a call is waiting in queue before being answered or redirected.
BHCA
Busy Hour Call Attempts. The number of calls directed to a PBX or communications system during the busy hour. Note, these calls may or may not be answered – the statistic is relating to attempted calls.
BHCC
Busy Hour Call Completions. The number of calls received by a PBX or communications system during the busy hour that are actually completed. This differs from BHCA in that BHCC are successfully completed while BHCA are calls that are attempted.
Call Coverage Call Forwarding Call Pickup
A telephony feature used as a method of call redirection based upon certain conditional states of the intended call’s destination station. If the destination station returns a busy or don’t answer to the caller, the call is then rerouted using a predefined list of stations. A feature that redirects calls to another destination A feature that allows a user in a pre-defined group of stations or extensions (called a call pickup group) to answer a ringing call that has been directed to their group
Contact Center
A telephony application that is used to manage client/caller contacts using a variety of media such as telephone, fax, email, text, and chat. Incoming calls/contacts are routed to the Contact Center for call handling and processing. Pre-defined parameters and conditions are used to control the call/contact flow.
DoT
Division of Technology, SC Budget & Control Board
DOT
Division of Technology Operations, a division of DoT A system that gives the PSAP (Public Safety Answering Point) of the originating 911 call Emergency Location Identification Number
E911/911 ELIN
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Endpoint ERL Fixed Mobile Convergence Gateway Hosted Service
IVR
LAN MAN Mobility Integration
A communications endpoint is the device on one end of a transport layer connection. Endpoint devices can include, but are not limited to, hard phones, soft phones, , mobile telephones, smartphones and tablets. For purposes of this document, an endpoint is the device with which a user interacts with the service. Emergency Response Location The integration of Wi-Fi and cellular networks whereby a seamless hand-off occurs between the networks while using a single device. A network node equipped for interfacing with another network that uses different communications protocols A service that is owned, delivered and managed by a provider. Interactive Voice Response. An application that runs in a telephony environment. Incoming calls/contacts are routed to an IVR for call handling and processing. The IVR uses conditional and pre-defined routing algorithms to process calls/contacts and may interface with databases and files to return certain information when so prompted. Local Area Network Metropolitan Area Network A solution that provides users with real-time connectivity to Enterprise network resources and access to data, applications and other network users/endpoints regardless of location or device type
MOS
Mean Opinion Score. A test used in telephony networks to obtain the human user’s objective assessment of the quality of the network. MOS tests for voice are specified by ITU-T recommendation P.800.
Multi-Tenant
An architecture that allows multiple single instances of an application to run on shared infrastructure, each as a stand-alone application for a discrete user base.
NAC NANPA NPA NXX Offered Call
Network Access Control North American Numbering Plan Administration Numbering Plan Areas The central office or exchange code in the NANPA An incoming call that is offered via the Central Office to a PBX or communications system. This statistic reflects calls sent or offered to a system and does not reflect whether the call is or is not answered.
Overflow Call
Within a Contact Center, any call that is not permitted or allowed to follow the predefined call flow due to capacity limitations is defined as an overflow call.
P01 Grade of Service
One call attempt out of 100 attempts receives a busy signal during the peak busy hour.
PMBOK PMI PMP PSAP
Project Management Book of Knowledge Project Management Institute Project Management Professional Public Safety Answering Point
PSTN QoS
Public Switched Telephone Network Quality of Service A Contact Center feature used to hold calls until such time as the destination point becomes available to receive the call. Queues are used to manage the call flow based on pre-defined or conditional routing algorithms.
Queue Router
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A networking device that forwards packets between networks
Routing Pattern
A pre-defined table or list that specifies how a call is to be directed within a PBX or communications system. Each discrete table or list is called a routing pattern and has its own characteristics for call flow and traffic management.
SBC SIP
Session Border Controller Session Initiated Protocol
Skill
A pre-defined set of parameters that define the capabilities of an agent in a Contact Center
SMDR
Station Detail Message Recording
Split
Tier 1 Data Center
Tier 1 Support Tier 2 Data Center Tier 2 Support Tier 3 Data Center Tier 3 Support Tier 4 Data Center UC
UM
VDN
Within a Contact Center, agents are assigned, based on their skill sets, to a specific group or may be assigned to multiple groups. Each group is identified as a split. Each split has its own set of criteria for call handling and processing. Basic data center with non-redundant power and cooling components and a single, non-redundant distribution path serving the computing environment. Infrastructure includes: a dedicated space for IT systems, a UPS, dedicated cooling equipment and an engine generator. Basic telecom incident management including identification, categorization, triage, troubleshooting, incident tracking, and either resolution or escalation to Tier II Includes Tier I requirements and has redundant power and cooling components. Equipment configuration and installation, software maintenance, hardware support and preventative maintenance Includes Tier I and Tier II requirements and all IT equipment is dual powered with multiple power distribution paths, and power and cooling components can be maintained for service without impacting the computing environment. Network configuration, network design, network equipment evaluation, procurement and implementation Includes Tiers I, II and III requirements and multiple, independent and physically isolated power and dual powered cooling systems. The integration of real-time communication services, such as instant messaging (chat), presence information, call control and speech recognition with non-real-time services such as unified messaging (integrated voicemail, email, SMS and fax. The integration of different non-real-time electronic messaging and communications media (e-mail, SMS, fax, voicemail, video messaging, etc.) into a single interface accessible from a variety of different sources. Vector Directory Number. An assigned telephony number within a PBX or other communications system to which calls are routed based on the VDN number being dialed. The VDN has specific, pre-defined routing logic that the incoming call will follow.
Virtual Telephone Number
A telephone number that is not directly associated with a telephone set but is recognized by a communications system and is routed according to pre-defined criteria
VoIP VPN WAN
Voice over Internet Protocol Virtual Private Network Wide Area Network
Work State
A designation as to the activity level of a logged-in Contact Center agent (Available, Active, At Lunch, On Break, Wrap-up)
Zero-Out Call
A call that is transferred to an operator based on options provided to the caller during a recording
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