Monroe County Public Library
REQUEST FOR PROPOSAL
VoIP TECHNOLOGY SOLUTION
November 6, 2013
Prepared by:
Barb Grothe, IT Consultant
TABLE OF CONTENTS
1.0Introduction
1.1Confidentiality Statement
1.2System and Microsoft Review
1.3Background
2.0Terms and Instructions
2.1Exhibits
2.2Inquiries
2.3Submission
2.4Evaluation Criteria
2.5Schedule of Events
2.6Award
2.7Insurance
2.8Additional Charges-Change Form
2.9Materials
2.10Installation
2.11Damages
2.12Equipment List
2.13Changes to the Specifications
3.0Supplier Information
3.1Supplier Overview
3.2Corporate Structure
3.3Operations Structure
3.4Relationship to Manufacturer
3.5Corporate Contact
3.6Supplier Questionnaire
3.7Supplier References
4.0Scope Of Work
4.1Work Included
4.2Telephone Equipment Room
5.0System Configuration
5.1Configuration Requirements
5.2Network Requirements
5.3Network Providers
5.4End Point Requirements
5.5Peripheral Requirements and Applications
6.0Technical Specifications
6.1General System Requirements
6.2System Architecture
6.3Capacity
6.4Hardware Specifications
6.5LAN/WAN Infrastructure
6.6Mandatory Software Requirements
6.7Enhanced 911 Services Support
6.8Operating System
6.9IP Phones
6.10Attendant Soft Console
7.0Applications and Peripheral Systems
7.1Voice/Unified Messaging
7.2Email Integration
7.3Mobility Future Applications
7.4Automatic Call Distribution (ACD) for Contact Center
8.0Installation and Post Installation Services
8.1Database Design
8.2Cutover
8.3Training
8.4System Manuals
8.5Supplier Help Desk
8.6Removal of Existing PBX Equipment
8.7Acceptance
8.8Warranty Coverage
8.9Service Maintenance
8.10Service Handoff
9.0Financials
9.1Equipment List Schedule A
9.2Labor Schedule B
9.3Pricing Summary Schedule C
9.4Payment Terms and Progress Payments
9.5Billing Information
9.6Post Warranty Maintenance Pricing Schedule D
9.7Purchase Agreement – Exhibit 5
1.0Introduction
MCPL is soliciting proposals for a new VoIP (Voice over Internet Protocol)solution fully furnished to meet the specifications detailed in this RFP. The need is to replace two separate end-of-life digital phones system from NEC with one single VoIP system that meets the needs of its two current locations and a potential third library branch. We are eligible for the e-rate pricing. We are interested in purchasing /leasing the new system, but will entertain a hosted/managed solution as well. At the end of this RFP are some additional questions if you are going to price a hosted solution. We wish to keep the dial plan and DID numbers the same. The installation addresses will be:
LOCATION / MAIN NUMBER / IP SETS / FAX / COMBINED / ADDRESS / CITY, STATE ZIPMCPL Main / 812-349-3050 / 131 / 9 / 140 / 303 E. Kirkwood / Blmgtn, IN 47408
MCPL Ellettsville / 812-876-1272 / 11 / 1 / 12 / 600 W. Temperance St. / Ellettsville, IN. 47429
Totals / 142 / 10 / 152
Both locations listed above are connected via fiber remotes (one on each end) that we will reuse. We have also deployed a 50MG circuit for internet access from Smithville Telephone Company in Ellettsville to the Bloomington Main Branch. We have deployed dark fiber between the two locations. As the enterprise extends its IP telephony deployments from the central branch to the remote branch, it is critical that the suppliers quote a Survivable Remote in Ellettsville providing centralized call processing architecture in which the core system is located at the main branch in Bloomington, but centralization and simplified management will encompass both the Bloomington and Ellettsville branch. In the event of a WAN outage, we want the call processing redundancy in Ellettsville during an emergency and this Survivable remote should provide for this. Please state here how this works on your system.
1.1ConfidentialityStatement
The information contained in this RFP is considered confidential by MCPL and must be treated as such by all bidders. Under no circumstances should this RFP be communicated to a third party without the explicit written permission from MCPL.
1.2 System and Microsoft overview
The MCPL plans to install a new IP Telephone System (IPTS) to support both its Main Branch in Bloomington and the Ellettsville Branch. They will use Microsoft Exchange 2010 Server for its email services, the Exchange Unified Messaging (UM) features of Microsoft Exchange to enhance communications capabilities for its users. These UM features include enabling users to receive voice mail messages, and listen to voice mail from Outlook, to access their Microsoft Exchange mailboxes using a telephone, and to receive faxes in the MS Exchange mailboxes.We also would like to know if we replace the Microsoft Exchange 2010 Server in the future with a possibility of installing Google apps/email, let us know if your system can handle Google apps in the future. You can place answer here.
Prior to installation of the new system we are pursuing SIP trunking from AT&T as a potential replacement of the 2 PRI’s from AT&T. SIP trunks are a method of connecting voice traffic to the Public Switched Telephone network, not used solely as a platform for UC (Unified Communications). UC systems send voice and other media (both peer to peer and conferencing) over the private enterprise LAN and WAN data networks and over the Internet. The UC systems may use SIP protocols, but only use SIP trunks for residual PSTN traffic to parties that are not on or federated with the UC systems. The other purpose for the SIP trunking is to share idle capacity across the enterprise to reduce oversubscription on site-specific trunks or to trunk up during peak times of the year. As mentioned SIP may be implemented at a later date. The 2 PRI’s are in place today at the Main branch.
1.3Background
In addition to supporting the system for MCPLMain branch, the new IPTS must be configured to integrate with the Remote Fiber Modules as a distributed system that supports the 11 remote subscribers located in the Ellettsville branch. State here if your system is compatible with our existing Fiber Remote Modules.
2.0Terms and Instructions
This section provides general instructions and information related to this RFP and the selection process. SUPPLIER’s proposal shall remain valid for a period of 60 days after the date the proposal is due.
2.1 Exhibits
SUPPLIER shall provide the Exhibits required in this specification, per the specific Exhibit instruction found in each relevant section and the Summary of Exhibits at the end of the document. Exhibits should be submitted together as part of the Summary of Exhibit section at theend and not inserted into the body of the RFP where the Exhibit is called for.
2.2 Inquiries
There will be a pre-determined period for question submittal. Any questions submitted outside this timeframe will not be addressed. Please refer to section 2.5 Schedule of Events for timeline events.All questions pertaining to this document shall be submitted via email no later than 5:00pm EST Nov 15th.
2.3 Submission
Responses/Answers should be prepared in Word documents and spreadsheets should be prepared in Excel. Please provide yourresponsefor all questions and requirements in a different font color just below the question answered. Please answer all requirements with a “Comply” or “Does Not Comply” response. If a requirement partially complies, please indicate such and provide an explanation.
MCPL requires all submissions in both hard copy and electronic format. (please provide 2 copies of hard copy and 1 electronic copy.
2 Hard Copy of RFP should be mailed or delivered to:
Monroe County Public Library, 303 E. Kirkwood Ave. Bloomington, IN. 47408 by 12 noonEST on 11/21/2013
1 Electronic RFP should be emailed to with a cc to: and are due by 12 noonEST on 11/22/2013
2.4Evaluation Criteria
MCPL reserves the right to accept or reject any and all responses to this RFP at its complete discretion without explanation to SUPPLIER. MCPLreserves the right to withdraw or modify this RFP before the closing date. All participating SUPPLIERS will be notified in the instance of withdrawal or modification.
MCPL will evaluate proposals with the following criteria:
Conformity to specifications
Reliability
Product Performance and Migration Track record
Cost
Manufacturer Support
Track Record with similar scale projects
References
Technical Capability
2.5Schedule of Events.Two hard copies of the proposal should be submitted to be received no later than 12:00noon EST on November 21, 2013 to Monroe County Public Library at the address listed in Section 2.3 above. Proposals delivered after the due date will not be given consideration.Electronic copies of your proposal must be received by November 22, no later than 12:00PM EST
Distribution of RFP & Notice in PaperNovember 6, 2013
Question Period BeginsNovember 6, 2013
Question Period EndsNovember 15, 2013
RFP Electronic DeadlineNovember 22, 2013 by 12:00pm EST
RFP Hard Copy Deadline November 21, 2013 by 12:00pm EST
Proposal Evaluation BeginsNovember 22, 2013
Proposal Evaluation EndsDecember 6, 2013
Finalists ChosenDecember 11,2013
Presentations Scheduled of finalistDecember 16, 2013
SUPPLIER SelectedDecember 20, 2013
SUPPLIER Notification of AwardDecember 20, 2013
Contract Negotiation PeriodDecember 30, 2013
Contract ExecutedJanuary 6, 2014
Project KickoffJanuary 10, 2014
System InstallationFebruary 17, 2014
SUPPLIER Help Desk on siteFebruary 17&18, 2014
Timeline events are subject to change and shall not be binding.
2.6 Award
MCPL reserves the right to make an award in whole or in part.The selected provider shall enter into a formal, written agreement prepared by counsel for MCPL. The definitive agreement will contain standard terms and conditions for agreements of this type. In addition, the agreement and will provide that the laws of the State of Indiana shall apply.
2.7 Insurance
The winningSUPPLIER agrees to provide and maintain, at its own expense, the following insurance coverage:
Workers’ Compensation
Workers’ Compensation coverage which is in accordance with the lawsof the state in which this contract is to be performed. Such will also include all states endorsement if necessary.
Comprehensive Liability
Comprehensive General Public Liability coverage with minimum
Limits of Bodily Injury - $500,000 per person, $1,000,000 per
accident, $250,000 per occurrence of property damage. Blanket
Contractual and completed operations coverage shall be included
with the same minimums.
Comprehensive Auto
Comprehensive Auto Liability with the same minimum limits as
for Comprehensive General Public Liability.
Liability coverage shall name MCPL as an additional insured. The winning SUPPLIER agrees to furnish Certificate of Insurance verifying coverage for insurance as indicated above to MCPL prior to starting work on this contract.
2.8Additional Charges-Change Orders
No extra work or charges under this contract will be recognized or paid for unless agreed to in writing by MCPL before the work is done or the change is made.
All additional work will be approved through a formal Change Order management process. Only Change Orders approved by the following MCPL designees will be considered valid: Marilyn Wood, Vanessa Schwegman, or Ned Baugh. Provide a copy of a standard Change Order Form, submitted as Exhibit 1 at the end of this proposal.
2.9 Materials
Only new, unused and FCC registered equipment shall be supplied under the terms of this bid and only new unused material that does not require FCC Registration shall be provided. All materials must be in conformity with the specifications and will be subject to inspection and approval upon delivery, and must comply in quality, type of material and method of manufacturer with all applicable local, state or Federal laws pertaining thereto. The right is reserved to reject and return at the risk and expense of the SUPPLIER such portion of any shipment which may be defective or fail to comply with the specifications here, and without validating or invalidating the remainder of the material.
2.10Installation
Installation of all material must meet industry standards in all respects with specific attention given to methods employed for wiring, termination, cable dressings, labeling, documentation, equipment room layout, general appearance, equipment operation and performance. The SUPPLIER shall completely remove from the premises all packing, crates and other litter accumulated due to the installation work.
2.11Damages
The SUPPLIER shall be responsible for the cost of repairing any damage caused by the SUPPLIER during installation.
2.12Equipment List
The SUPPLIER must provide the product description and model numbers for all equipment proposed as part of Exhibit 2at the end of this proposal.
2.13Changes To The Specifications
MCPL may, if necessary, make changes to the scope of work consisting of additions, deletions or other revisions. Should these changes be necessary, the Schedule A and associated financial documents will be adjusted accordingly. Changes will not invalidate the contract nor affect the guarantees of the SUPPLIER or the validity of the SUPPLIERS bonds.
3.0Supplier Information
3.1Supplier Overview
Provide a general overview of your organization inclusive of the following; years in business, all products sold or serviced, approximate share of your local market, any vertical markets where your organization is especially proficient as well as your experience with IP telephony.
.2Corporate Structure
Describe your corporate structure and include the names of key principals or stakeholders, their titles and contact information.
.3Operations Structure
Describe your local Operations structure. Include here an escalation path for both Installation and Post-Installation Service teams. Describe your national service structure, if applicable.
.4Relationship to Manufacturer
Describe your business relationship with the proposed products manufacturer (e.g. distributor, branch office, subsidiary, common parent) and how long the relationship has existed.
.5Corporate Contact Information
Provide the physical and mailing address for the corporate office.
Provide the corporate telephone and email of responder.
Provide the home page website address for the corporate office, or parent company.
.6Supplier Questionnaire
State the system make and model proposed.State the system software release.
How many factory certified technicians do you have on the system proposed?
How many factory certified technicians do you have on the system proposed within a 100 mile radius of the installation address?
State the total number of certified people in your organization who could be called on if a serious outage or disaster occurred at our facility?
How many customers do you have with the proposed system within a 100 mile radius of the installation address?
State the hours service is available for major and minor service calls.
State the address of the service center that will install and maintain the proposed system.
.7Supplier References
MCPL intends to check all references. Please provide the following:
A minimum of three (3) SUPPLIER customer references who are currently using the system proposed submitted as Exhibit 3at end of this proposal.
4.0Scope of Work
The required system is a state of the art pure IP Telephony System with all necessary endpoint equipment as itemized in this RFP, capable of meeting the operational requirements of MCPL for the next ten years. The proposed system will be judged on its ability to provide cost effective service without premature obsolescence over the anticipated system life. Equally important will be the SUPPLIER’s ability to provide responsive support throughout the life of the system.
4.1Work Included
The principal items of work shall include, but not be limited to, the following:
Furnishing and installing a turnkey premise based IP telephony solution and related peripheral equipment as indicated and specified herein, and connecting the system and related peripherals to the existing cabling infrastructure and network. Interfacing the telephone system with the PSTN and coordinating the installation of all required facilities.
The SUPPLIER must provide in the Contract, as a minimum, a one-year warranty on the proposed system(s), labor and those materials and parts supplied by the SUPPLIER. The warranty will cover the SUPPLIER supplied parts, labor, travel and miscellaneous costs. The warranty period will commence the day following the date of System Acceptance.
If the system fails to completely perform in accordance with this RFP and the contract documents, SUPPLIER will take all necessary action, at no additional cost, to restore the system to perform in accordance with the RFP and the contract documents.
4.2 Telephone Equipment Room
The main telephone equipment room is located at MCPL Main Headquarters in the Basement at 303 E. Kirkwood Avenue, Bloomington, IN.
5.0System Configuration
The specification requires “Equipped”, “Wired” and “Capacity” configurations. “Equipped” means what is available and working in the system without the addition of cards or licenses. “Wired” means what is achievable with the addition of station cards, software licenses, trunk cards, station terminal equipment, etc., only. Therefore, on the day of cutover, all cabinetry, software (except individual licenses), processing and memory required to support the “wired” for configuration is to be installed in the system. “Capacity” is defined as growth without a system/model upgrade.
5.1Configuration Requirements
Refer to the table below when designing the proposed system.
IPTS Equipment – Configuration / Equipped / Wired / CapacityIP Station Ports includes Ellettsville / 151
Analog Station Ports Conference Star phones / 2
Announcement Ports / 2
PRI Ports / 2
Analog/Fax Trunk Ports / 10
1 Door intercom to ring receptionist / 1
5.1 Network Requirements
Network Requirements / Existing / Planned for as part of this projectSIP Trunking / None / 48 Call Sessions
Remote Fiber Module Interface / 1 / 1
PRI's / 2 / 2
DID's / 151 / 151
Analog for fax / 10 / 10
Internet with Smithville Teleco / 50M / 50M
Survivable remote at Ellettsville branch / 1
5.3 Network Providers
MCPL utilizes AT&T for 2 Voice PRI’s, 4 POTS lines at Ellettsville, future SIP trunking and Smithville for Internet Access.
5.4 End Point Requirements
Refer to the table below for end point requirements.
End Point Requirements / QuantityIP Telephones – small / 20
IP Telephones – mid / 96
IP Telephones – large / 15
IP Wireless Telephones / 2
IP Wireless Accessory Packs / 2
Analog conference star phone with speakerphone / 2
Attendant – Soft Consoles / 2
Headsets / 2
141
5.5Peripheral Requirements (Applications)
Refer to the table below for configuration requirements on peripheral and application systems.
Peripheral Equipment / Equipped / Wired / CapacityACD Agent Seats / 50
ACD Supervisor Seats / 4
ACD Groups / 4
Other
6.0 Technical Specifications
6.1 General System Requirements
State-of-the-art, pure IP technology that supports IP enabled connection and IP peer to peer switching that connects endpoints directly to each other through the network. Proposed system must be the most current system model including hardware in release at the time of installation. System must be able to network to other same-type systems using standard protocol to share coordinated dialing plans and centralized integrated systems such as Voice and Unified Messaging, and Automatic Call Distribution solutions. In the event that the proposed system is not in general release at the time of the Bid, SUPPLIER shall so inform MCPL and identify all known enhancements, upgrades or new product offerings to be included in the proposed model.System must be an unsupervised, premise-based solution purchased for a lump sum cash price.