February 3, 2014 VoIP/ucc manufacturer/var
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- 5. EVALUATION PROCESS
4. SCOPE OF WORK
The Town of Greenwich, CT (Greenwich) is looking for a selected vendor to provide a complete VoIP-PBX / UCC system implementation for approx. 1900 stations/users across 29 sites in the Town of Greenwich. In addition, the Town is planning on adding 16 sites for the Greenwich Board of Education within approximately 24 months after completion of the Town of Greenwich implementation with approximately another 1,300 end points. The system must have the capacity to ultimately grow to 4,800+ users, and equipped with licenses for 2,100 stations/licenses. Greenwich and the Board of Education are soliciting vendor proposals for a Voice over Internet Protocol (VoIP) and Unified Communication and Collaboration (UCC) solution. This solution will integrate real-time services, such as voice, video conferencing, instant messaging, presence and mobility with business processes that offer collaboration capabilities, such as calendar, directories and desktop applications. Greenwich’s current telecommunication environment is antiquated, at end of life, and no longer meets the needs of the Town.
The purpose of this document is to provide overall requirements, specifications and Terms and Conditions to allow vendor responses to Greenwich and the Board of Education for pricing and vendor selection purposes, according to the specifications stated herein. A fully redundant, disaster recovery topology is to be proposed for all voice services, Voice Mail, Unified Messaging and Unified Communications technologies. Core facilities are targeted for Town Hall and the Police Department, as well as the Board of Education and the Greenwich High School, all in the Town of Greenwich, CT. An off-site Data Center (to be determined) may also be considered. Lastly, a Cloud-based solution will be considered, but a private cloud is preferred over a public cloud in this scenario and that it be managed by the vendor. Your proposed solution may include premises-based, hosted, or both. Lightpath currently provides all Wide Area Network services via a Layer 2 Ethernet network connecting all key sites. In addition, both Verizon and Broadview are used, depending on location, for PRI services. Note that Greenwich is unique in that one-half of the Town is served by AT&T for local access, while the other half is served by Verizon for local access. Some legacy OPX lines are also in use to more remote locations. Most DID services are currently terminated in four (4) different switch rooms/facilities located at Town Hall, Police Department, The Library, and Nathaniel Witherell Nursing facility. Greenwich is planning on migrating to SIP trunking within in the next 24 months as contracts for PRI services are coming due. Greenwich may consider SIP trunking as an option with this proposal, if penalty charges are covered or can be absorbed by savings in a timely manner. The chosen vendor will meet or exceed the technology requirements as defined in this RFP. The prospective vendor(s) is requested to respond to the enclosed RFP and acknowledge all terms and conditions, prepare cost models for all capital and ongoing costs that meet or exceed the technology requirements stated within, and complete responses to the enclosed question section. Pricing is to include all labor, material engineering, etc., as required, to provide a “turnkey” installation for the scope of work defined in this document. Any and all exceptions to this RFP and its attachments must be clearly stated in section 9, Vendor’s Exception Section in order to be considered by the Town. Note that award to the approved vendor and systems are contingent on Town of Greenwich Board financing and approval for the project. All proprietary vendor information, including financials and roadmap information, must be prepared and provided in a separate, sealed envelope marked confidential. 5. EVALUATION PROCESSThe Town of Greenwich will employ a logical evaluation process based on the following four criteria: Pricing for one-time and recurring (maintenance, software subscription, NOC) costs (20%) - Vendors will be evaluated based on one-time capital costs AND annual recurring maintenance costs for a period of 7 years (84 months). Any service cost programs beyond a standard annually renewable program will be considered, but will be evaluated and used at the discretion of Greenwich town management and/or the Greenwich Board of Education. Service Issues (40%) - Greenwich realizes the importance of service in the evaluation process. Vendors will be evaluated based on service issues; specific criteria to be used for evaluation include (but not limited to) the following: Direct service force (versus a subcontracted service force) Definition of major and minor response time outages Commitment to major and minor response time outages Number of direct service force technicians and product-specific experience of direct service force technicians that geographically service the Greenwich area VPN second-level technical support for cases and questions that can be handled over the phone Penalties offered by a vendor for non-performance 24 hour service availability in an emergency and method for dispatch after-hours Authorized manufacturer distributorship, dealership, or direct sales (versus a non-authorized distributorship or dealership) - proof of authorization may be required by Greenwich, if requested Experience of the firm in Greenwich’s line size, Contact Center experience, and qualifications of the staff, including certifications in appropriate technologies being requested by Greenwich Timeliness of expected completion
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