REQUEST FOR PROPOSAL VoIP Phone System - … - VOIP Phone System... · REQUEST FOR PROPOSAL VoIP Phone System September 27, ... proposals from prospective Vendors to supply an IP

REQUEST FOR PROPOSAL

VoIP Phone System

September 27, 2016 Revision 2016.10.07 – Addendum #1

The Corporation of the Town of Tecumseh 917 Lesperance Rd., Tecumseh, Ontario N8N 1W9

Telephone (519) 735-2184 Facsimile (519) 735-6712 Email: [email protected]

Website: www.tecumseh.ca

“RFP – VoIP Phone System – September 27, 2016”

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REQUEST FOR PROPOSAL VoIP Phone System September 27, 2016

TABLE OF CONTENTS

Section Page A Information for Applicants 3

B Scope 7

C Design Requirements 8

D Quotation Content 9

E Evaluation and Selection 10

Appendix I - Acceptance 12

Appendix II – Submission Checklist 13

Appendix III – System Requirements 14

Appendix IV – Pricing Information 17

Appendix V – References 18


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SECTION A - INFORMATION FOR APPLICANTS 1 PROPOSAL NAME

This request for formal quotations will be referred to as the “REQUEST FOR PROPOSAL – VoIP Phone System – September 27, 2016”

2 OVERVIEW

The Town of Tecumseh, population 25,000 was incorporated in 1999 through the amalgamation of the Town of Tecumseh, Township of Sandwich South and Village of St. Clair Beach. The Town of Tecumseh is geographically situated immediately east of the City of Windsor, Ontario, Canada and is bounded on the north by Lake St. Clair. The Town of Tecumseh is a lower tier municipality within the County of Essex. The Town of Tecumseh currently utilizes an NEC VoIP phone system with one central location and several remote sites. The Town is accepting proposals for a new telecommunications system for our facilities that provides seamless communication throughout the organization. The Town is seeking proposals from prospective Vendors to supply an IP Telephony solution over the existing LAN/WAN infrastructure.

3 CLOSING TIME AND DATE

Quotations must be received no later than 2:00 p.m. - Thursday, October 20, 2016. Quotation packages should be returned in a sealed envelope marked:

“RFP – VoIP Phone System – September 27, 2016” Submission will consist of one original hard copy, 2 additional hard copies and one electronic copy

At the following address: Corporation of the Town of Tecumseh 917 Lesperance Road Tecumseh, Ontario N8N 1W9 Attention: Laura Moy, Director Corporate Services & Clerk Any proposal received after the specified closing time will be returned unopened.


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4 PROPOSAL OPENING

The opening of the submissions shall commence at 2:05 p.m. on Thursday October 20, 2016 unless the Clerk or designate acting reasonably postpones the start to some later hour, but the opening shall continue once started, until the last bid is opened.

5 CONTACTS

Any questions or concerns arising out of this RFP, should be addressed to: Mr. Shaun Fuerth, B.C.S. Director of Information & Communication Services Phone: (519) 735-2184 x108 Fax: (519) 735-6712 [email protected]

All questions and requests for clarification are to be made in writing and submitted to [email protected] and shall use the subject line “RFP – VoIP Phone System”

Questions must be received by no later than Thursday October 20, 2016. The Town may, at its discretion, consider or respond to questions posed after this date, but is under no obligation to do so.

This RFP may only be amended by addendum. Information, clarification, responses or instructions provided in any other means regardless of setting or context are not binding on the Town and should not be relied upon unless an addendum is issued.

Any addendum issued under this RFP will become part of the RFP and Proponents will be required to acknowledge addenda in their Submissions.

IN ORDER TO RECEIVE ADDENDUMS, PROPONENTS SHOULD EXPRESS INTEREST BY REGISTERING ON THE TOWN’S WEBSITE.

Link: http://www.tecumseh.ca/tenderaddendum

6 TIME FRAMES

The Town of Tecumseh approximate time frames are as follows:

RFP Close date: October 20, 2016

mailto:[email protected]


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Commencement of RFQ Evaluations, including interviews: October 21, 2016 Final recommendation: November 10, 2016 Project Commencement: November 22, 2016 Substantial Completion: February 28, 2017

7 FIRM IDENTIFICATION AND CONTACT

Each respondent should provide the full legal corporate name of each corporate identity involved in the proposal, and the name, title, address, telephone number, facsimile number, URL website address, and email address of the individual to be contacted with respect to the submission. Also identify any subcontractors.

Subcontractors

If applicable, the proponent shall provide to the Town a firm list of the names and addresses of the subcontractors whom the proponent will use for work. The Town reserves the right to accept or reject subcontractors.

Proponent’s subcontractors will be required to provide a current Workplace Safety and Insurance Board clearance certificate and proof of liability insurance ($ 5,000,000) to the Town prior to commencing work.

The proponent agrees to be fully responsible to the Town for acts and omissions of their subcontractor and of persons directly or indirectly employed by them. Nothing in the contract documents shall create any contractual relationship between any subcontractor and the Town.

8 REFERENCE

The vendor will provide a company background including references in their proposal. References must include installations in municipalities of similar size and structure.

9 INCURRING COST

The Town of Tecumseh is not liable for any costs incurred in replying to this RFP. 10 CHANGES TO PROPOSAL SPECIFICATION

If it becomes necessary to revise any part of the RFP, or otherwise provide additional information, an addendum will be issued by the Town of Tecumseh and furnished to all vendors that have registered as an interested party via the town’s website. Please acknowledge the receipt of any addendum in the appropriate sections as indicated in the addendum.


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11 PROPRIETARY INFORMATION

Any restrictions on the use of data contained within a proposal and all confidential information must be clearly identified within the response.

12 GENERAL TERMS AND CONDITIONS This Request for Proposals is subject to the Town of Tecumseh’s Procurement Policies and Procedures as outlined in the Town of Tecumseh Purchasing By-Law 2006-03. The Town reserves the right to reject any and all submissions.


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SECTION B - SCOPE

The purpose of this request for quotation is to determine the most qualified vendor to install, implement and assist in maintaining the new telephone system. A single proposal that provides all components required by this RFP is preferred. 1. PROJECT GOALS

The goal of this project is to implement a robust and scalable Voice over Internet Protocol (VoIP) phone system for municipal locations throughout the Town of Tecumseh.

2. VENDOR QUALIFICATIONS The successful vendor must meet the following criteria:

i. Submit a proposal in accordance with the defined proposal format on or before the specified date and time.

ii. The submitted proposal must contain sufficient detail and system description for proper evaluation and demonstrate the ability to provide the best and most cost effective solution to successfully meet the Town of Tecumseh’s goals

iii. The submitted proposal must provide a full explanation of all deviations from the specifications contained within this document.

iv. Shall be the qualified representative and show technical knowledge of the software they propose.

v. Must be able to follow proposed schedule and implementation plan. (Section A.6) vi. Must provide annual service plan options

vii. Demonstrate a proven track record in providing solutions similar to the proposed solution to organizations for a minimum of 10 years.

3. IMPLEMENTATION PLAN Provide a complete description of your implementation methodology for this project including all significant milestones, including installation and training and an estimate of the number of days required to begin productive use of the telephone system.


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SECTION C - DESIGN REQUIREMENTS

TECHNICAL REQUIREMENTS Current Users and System Town Hall, Tecumseh Arena, Public Works, Parks and Pool facilities are all connected within the current VoIP solution. These sites are linked predominantly with fiber optic cable and some wireless bridges. A main 21 channel PRI is installed at Town Hall through which all calls to the above noted sites are routed through. Incoming and outgoing calls at Fire Station #1 and #2 utilize separate phone systems and traditional copper phone lines. Proponents should review existing phone line capacities and recommend telco line additions or technology enhancements in order to support call volumes and possible staff relocations as well as future growth. Description of current network technology and facility information is as follows TABLE C.1

Location Address Link to PBX at Town Hall via # Desksets

Tecumseh Town Hall 917 Lesperance Rd. - 45

Fire Station #1 985 Lesperance Rd Fiber MM 1GB *** 5

Tecumseh Arena 12021 McNorton Fiber MM 1GB 11

Tecumseh PW/Water 1189 Lacasse Blvd Fiber SM 1GB 6

Tecumseh Pool 550 Lacasse Blvd. Fiber MM/PTP Wireless 2

Tecumseh Parks 300 Manning Rd. Fiber MM/PTP Wireless 2

Fire Station #2 5520 Walker Rd. Fiber MM/PTP Wireless *** 3

PW Oldcastle McCord Lane Fiber MM/PTP Wireless *** 1

TOTAL 75

*** Network connectivity exists for these sites although not currently connected to Town Hall PBX. It is the responsibility of the vendor to ensure the proposed technology will work across the Town’s WAN. Edge equipment (network Power over Ethernet (POE) switches) with features such as Quality of Service will be provided by the vendor for the 45 desksets at Town Hall. The other locations in table C.1 currently have POE switches. Currently the phone sets listed on Table C.1 are predominantly 8 button NEC VoIP display phones with a few receptionist sets. All desk sets listed in this table for all sites will be included in new system. The system shall have the ability to route incoming calls to predetermined sites (Ex. Fire Hall # 1, Fire Hall #2) through existing published numbers. In some cases these numbers are on the Town Hall PRI and in other cases these numbers come in through dedicated copper lines. See complete list of preferred requirements found in Appendix III.


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SECTION D - QUOTATION CONTENT

1 SUBMISSION

The proposal submission shall be divided into the following categories and reference the line numbers identified in this Request for Quotation.

a) Acceptance confirmation (Appendix I)

b) Quotation checklist (Appendix II)

c) Company Profile

d) Technical Response (Appendix III)

e) Staff Training – Training for staff required to both administer the software and for end

users.

f) Schedule of Costs – The detailed pricing for the software will include the following (Appendix IV):

i. Required software/modules, hardware or licensing; Optional software/modules

ii. Additional consulting fees beyond the scope of this project; iii. Training; iv. Maintenance / Upgrades / Continued support.

g) The proponent will provide at least 3 (three) references of installations in municipalities

of similar size and structure. (Appendix V)

h) The Proponent shall deliver one (1) original and two (2) printed and bound copies; and one (1) electronic copy on a thumb drive or CD. Submissions must be submitted in a sealed envelope labelled “RFP – VoIP Phone System – September 27, 2016” and brought to the Submission Location on or before the Submission Deadline. Facsimile or electronic copies will not be accepted. Submissions delivered after the Submission Deadline will be rejected.

i) Indicate the process that will be followed including:

Milestones,

Approvals,

Overall timeframe to complete the work

Specify when information or material from the Town will be required.


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SECTION E - EVALUATION AND SELECTION 1 SELECTION CRITERIA

Proposals will be evaluated on the basis of the following criteria (order is not indicative of weight or importance):

Extent to which the services provided address the requirements in this document;

Project costs,

Timelines; and

Vendor’s record o Customer satisfaction as evidenced by Vendor’s references; o Financial security and longevity; o Qualifications of personnel; o Vendor may be requested to make an oral presentation.

2 EVALUATION PROCESS

The Town of Tecumseh will evaluate each submission examining the submissions with a panel comprised of members from the review committee as selected by the Director Information & Communication Services. After evaluating all respondent proposals, the panel will recommend a short-list of preferred respondents. During this process, references may be contacted.

3 INTERVIEWS

The short-listed respondents will be invited to present their proposals, in person to the panel, at pre-arranged interviews.

4 FINAL SELECTION After completion of the interviews, the panel will make recommendations to the Town regarding the preferred respondent. The Town of Tecumseh will make the final decision. The Town of Tecumseh reserves the right to reject any and/or all of the proposals.


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APPENDICES


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APPENDIX I - ACCEPTANCE

I/We, the Undersigned, having examined the RFQ and understand all conditions contained therein, do hereby affirm the acceptance of the requirements of the RFQ. I/We do certify that the information supplied on the Proposal Form to be true and complete in all respects.

_______________________________________________________________________

COMPANY NAME

________________________________________________________________________

AUTHORIZED SIGNATURE PRINT NAME TITLE

________________________________________________________________________

STREET ADDRESS

________________________________________________________________________

CITY PROVINCE POSTAL

________________________________________________________________________

TELEPHONE NO. FACSIMILE NO. EMAIL ADDRESS

Dated at____________________________ this ______ day of _______________, 20___

Signature in the designated space, by an authorized officer of the Contractor company affirms acceptance of the Request for Quotation requirements set forth in this document, the associated costs (where applicable) attributed to the business arrangement between the Contractor and the Town of Tecumseh and hereby certifies that the information supplied in this proposal to be true and compete in all respects.


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APPENDIX II – SUBMISSION CHECK LIST

(To be enclosed in the Quotation Envelope)

BEFORE SEALING THE ENVELOPE, PLEASE CHECK THAT THE FOLLOWING THINGS HAVE BEEN DONE:

1. Have you identified and addressed all requirements of Section C and Appendix III? ____

2. Have you included: (a) A signed acceptance as per (Appendix I) ____

(b) Completed System Requirement Criteria (Appendix III) ____

(c) A list of references (Appendix V)

(d) One original hard copy, 2 additional hard copies and one ____ electronic copy of proposal (e) Pricing Information (Appendix IV) ____

3. Have you determined you can meet the commencement and completion deadlines, as per Section A.6? ____

Notes:

(i) Your proposal will be informal and may be disqualified if ANY of the foregoing points have not been complied with.


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APPENDIX III – SYSTEM REQUIREMENTS

ID DESCRIPTION CATEGORY

(Mandatory, Desired)

Criteria Met? Y/N Explain

SECTION 1: ARCHITECTURE

1 Upon cutover, the facility must be equipped with a fully integrated PBX Telephone System and embedded digitally integrated automated voice mail system including auto attendant for incoming call routing

M

2 IP Enabled: The system must be IP enabled.

A) IP Extension Peer to Peer with Power over Ethernet B) IP Trunking Peer to Peer

M

3 Expandable to future off-site locations D

4 Provide high quality voice with minimal latency and increased communication efficiency to allow for quick and easy extension to extension dialing between sites.

M

5 Provide for Direct Inward Dialing (DID). The town currently uses approximately 15 DID extensions through the main PRI

M

6 Fully redundant and have failover capabilities in case of hardware/network failure

M

7 System must have ability to run in a VMware virtual server environment.

M

8 The systems must provide support for 911 and emergency calls out.

M

9 For reverse 911, each site shall be programmed with an individual civic address when a 911 call is initiated

M

10 The solution must have the ability to network over multiple sites in an IP network and retain a full feature set such as survivability, calling name, phone number ID, centralized voice mail, roaming wireless, link reconnect, paging, centralized attendant, separate voicemail and auto attendant.

M

11 The solution must have the ability to support IP extensions, via a variety of desk sets and software telephones.

M

12 The solution must include hardware for 4 conference / boardroom type phones.

M

13 As staff consistently performs work tasks out of the office, the proposal must indicate the instruments and features that allow the new system to connect to remote multi-vendor telephone and data systems in a seamless fashion.

M


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ID DESCRIPTION CATEGORY

(Mandatory, Desired)

Criteria Met? Y/N Explain

14 Proponent must state maximum simultaneous external and internal call volumes

M

15 HARDWARE The telephone system must include all required hardware and equipment and the following new instruments:

10 - Attendant Console IP sets which will be used by the attendants at the front desk located in Town Hall, Fire Station #1 and the Arena 55 - Enhanced digital multi-button IP sets which will be used for the typical office employees. 10 – general use wall mounted phones 5 – portable phones with ‘in-building’ coverage

M

16 ADDENDUM #1 The Tecumseh Arena currently has a sound system that provides paging to 3 zones. The proposed system will accommodate this feature by entering an extension to broadcast a message to one of these 3 zones.

D

SECTION 2: ACCESSING SYSTEM

1 Internet accessible through standard web browsers. M

SECTION 3: VOICE MAIL

1 Solution must allow for full auto attendant to the town’s main published number and other published numbers (Recreation and Fire Departments)

M

2 The solution will allow individual users the ability to setup their voicemail box and change with out of office messages using a password protected login.

M

3 System will allow for up to 200 mailboxes and will also allow for departmental or group mailboxes

M

4 Remote access to staff mail boxes is required. M

5 System must have the option to send voicemail to an assigned email address.

M

6 Voice mail will allow for recording of conversations M


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SECTION 4: REPORTING

1 The ability to track call volume for all incoming and out-going calls by extension.

M

2 Call lengths by user M

3 Caller wait time

4 Auto attendant call tree selections M

SECTION 5 CAPACITY 1 ADDENDUM #1 - REMOVED M

2 ADDENDUM #1 - REMOVED M



SECTION 6 – SUPPORT SERVICES

1. Implementation a) Prospective vendors must be able to fully implement

the proposed solution within 90 days. b) Please detail the major milestones, durations

between them, and points of escalation during implementation.

c) Prospective vendors must provide a dedicated implementation manager and a dedicated account manager.

d) Please detail the implementation change control process.

M

2. Technical Support a) Prospective vendors must provide employee staffed

technical support and will provide hour of operations.

b) Prospective vendors must provide their technical support service level agreement for problem resolution. Please include incident categories and time frames for resolution.

c) Vendor will provide costing for ongoing annual maintenance contract.

M

3. Training a) Prospective vendors must be able to provide onsite

training. Please provide costs for this training option. b) In addition to initial training, prospective vendors

must provide recurring training options. Please list all options that are provided as well as any additional costs.

M


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APPENDIX IV - PRICING INFORMATION

Qty. Unit Price Sub-total

Project Charter Development and Business Process Analysis $ $

Phone System PBX/Voicemail Server/Switching Hardware

Phone System Desk sets

Deployment/Implementation/Training Services

Incidental Costs Estimate (see fee guide below)

Other:

1st Year Subscription

Estimated Total One-Time Setup Costs

Sub-total

HST

Estimated Project Total including 1st Year Annual Subscription $

2nd and Subsequent Year Annual Subscription Costs

Incidental Costs

ITEM RATE UNIT QTY TOTAL

Travel Time Per hour

Per Diem Per day

Hotel Per day

Flight Flight

Car Rental Per day

Mileage Per km


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APPENDIX V - REFERENCES

Organization

Contact Name, title

Contact email

Phone number

City, Province, Postal Code

Dates of Service

Description of Service

Organization

Contact Name, title

Contact email

Phone number


Dates of Service


Organization

Contact Name, title

Contact email

Phone number


Dates of Service


Documents

REQUEST FOR PROPOSAL VoIP Phone System - … - VOIP Phone System... · REQUEST FOR PROPOSAL VoIP Phone System September 27, ... proposals from prospective Vendors to supply an IP