solicitation 2016 -049 voice over internet protocol (voip ... for bid 2016-049.pdf · 5 6...

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Solicitation 2016-049

Voice over Internet Protocol (VoIP)

Bid Designation: Public

City of Delray Beach

Bid 2016-049City of Delray Beach

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Bid 2016-049Voice over Internet Protocol (VoIP)

Bid Number 2016 -049

Bid Title Voice over Internet Protocol (VoIP)

Bid Start Date Dec 11, 2015 8:03:20 AM EST

Bid End Date Jan 4, 2016 2:00:00 PM EST

Question & Answer End Date

Dec 23, 2015 5:00:00 PM EST

Bid Contact Ryan Lingholm

Buyer

Purchasing

[email protected]

Contract Duration 2 years

Contract Renewal Not Applicable

Prices Good for 30 days

Pre-Bid Conference Dec 18, 2015 9:00:00 AM ESTAttendance is mandatoryLocation: City Hall 1st Floor Conference Room 100 NW 1st Avenue Delray Beach, FL 33444 If not able to attend in person, you may attend by phone at the following: Dial- in by phone, U.S.:(712) 832-8330 Access Code: 7793119

Bid Comments The City of Delray Beach wishes to replace its aging NORTEL communications technology platform with a new system at its multiple locations. While this requirement is driven in part by the age and lack of growth of the current system, the City also wishes to use this opportunity to evaluate new technology that will increase productivity and enhance service quality. The City of Delray Beach is looking for a turnkey state-of -the-art Voice over Internet Protocol (VoIP) system that will fulfill its needs in the future and enhance the community experience today.

Item Response Form

Item 2016-049--01-01 - Submit your proposal according to the RFP documents

Quantity 1 each

Unit Price

Delivery Location City of Delray Beach

Information Technology 150 Nw 1St Avenue

DELRAY BEACH FL 33444

Qty 1

DescriptionEnter $0 as this line item amount. Submit your proposal according to the RFP documents


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CITY OF DELRAY BEACH

100 NW 1st AVENUE, DELRAY BEACH, FL 33444

RFP No. 2016-049

Voice over Internet Protocol (VoIP)

MAYOR - CARY D. GLICKSTEIN

VICE MAYOR - SHELLY PETROLIA DEPUTY VICE MAYOR - AL JACQUET COMMISSIONER - JORDANA JARJURA COMMISSIONER - MITCH KATZ CITY MANAGER - DONALD B. COOPER

Purchasing Department ♦(561) 243-7123 ♦ [email protected]


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mailto:[email protected]

CITY OF DELRAY BEACH, FLORIDA PURCHASING DEPARTMENT REQUEST FOR PROPOSALS

RFP No. 2016-049 Voice over Internet Protocol (VoIP)

Summary

ISSUE DATE: December 11, 2015 DEPARTMENT: Information Technology DUE DATE: January 4, 2016 TIME: 2:00 P.M. The City of Delray Beach, Florida (“City”) is soliciting proposals from qualified companies that will provide a complete turnkey platform replacement for a state-of-the-art Voice over Internet Protocol (VoIP) system, in existing City buildings that will fulfill the needs in the future and enhance the community experience today. Any Proposer wishing to submit a proposal must comply with the requirements contained in the City’s RFP.

A MANDATORY PRE-PROPOSAL conference has been scheduled for 9:00 A.M. on December 18, 2015, in the City Hall 1st Floor Conference Room, 100 NW 1st Avenue, Delray Beach, FL. Proposers are invited to attend and ask questions. Proposers are requested to attend the conference in person. However, if this request cannot be met, you may attend by phone at the following: Dial-in by phone: United States: (712) 832-8330 Access Code: 7793119 NOTIFICATION: The City of Delray Beach (City) utilizes the following procedures for notification of bid opportunities:

Bidsync – www.bidsync.com DemandStar – www.demandstar.com Request via email [email protected] City of Delray Beach – Hard copies are available at City Hall

These are the only forms of notification authorized by the City. The City shall not be responsible for receipt of notification and information from any source other than those listed. It shall be the bidder’s responsibility to verify the validity of all bid information received by sources other than those listed. REQUIRED INFORMATION: The City proposal packets contain various sections which require completion. The proposal packet must be completed prior to the date and time set for proposal opening or the bidder may be found non-responsive. CORRESPONDENCE: The number of this bid packet must appear on all correspondence, or inquiries, pertaining to this bid. NOTICE OF PUBLIC DOCUMENTS: Any and all materials initially or subsequently submitted as part of the proposal process shall become the property of the City, and shall be treated as City documents subject to typical practice and applicable laws for public records. ADDENDA: Any interpretations, corrections or changes to this bid packet will be made by addenda. Sole issuing authority shall be vested in the City of Delray Beach Purchasing Department. Addenda will be posted and available through the City notifications methods. ELECTRONIC BIDS: Electronic bids may be submitted through a secure mailbox at BidSync (www.bidsync.com) until the date and time as indicated in this Solicitation document. It is the sole responsibility of the Proposer to ensure their bid reaches BidSync before the Solicitation closing date and time. There is no cost to the Bidder/Proposer to submit a response to a City of Delray Beach solicitation via BidSync. Electronic bid submissions may require the uploading of electronic attachments. The


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http://www.bidsync.com/

http://www.demandstar.com/


submission of attachments containing embedded documents or proprietary file extensions is prohibited. All documents should be attached as separate files. PRESENTATION OF BIDS – PAPER SUBMISSION: Complete proposal packets may be presented to the Purchasing Department in a sealed envelope unless otherwise indicated. All paper submissions must be received on or before the due date and time (local time) at the City of Delray Beach, Purchasing Office,100 NW 1st Avenue, Delray Beach, Florida 33444. Normal City business hours are 8:00 a.m. to 5:00 p.m., Monday through Friday, except holidays. The Proposer’s name, return address, BID number, BID title, due date and time must be noted on the envelope. It is the sole responsibility of the proposer to utilize the forms provided in the proposal package and to ensure their proposal reaches the Purchasing Office on/or before solicitation due date and time (local time). Included in the envelope shall be ONE (1) unbound original, TWO (2) copies of all required information, and one (1) electronic copy of all submitted materials on CD. The original should be marked “ORIGINAL”. Each copy must be identical to the original and the file format on the CD should be in Portable Document Format (pdf). LATE BIDS – PAPER SUBMISSION: Bid packets received in the Purchasing Office after submission deadline shall be returned unopened and will be considered void and unacceptable. The City of Delray Beach is not responsible for the lateness of mail carrier, weather conditions, etc. BID OPENINGS: All proposals submitted received shall be publicly opened at the Purchasing Office, located at 100 NW 1st Avenue, Delray Beach, FL or other designated City location as posted. The Purchasing Department will decrypt responses received in BidSync immediately following the designated bid end date and time. MINOR DEFECT: the City reserves the right to waive any minor defect, irregularity, or informality in any bid. The City may also reject any or all bids without cause prior to award. EVALUATION: Bids will be evaluated as outlined in the bid document. AWARD OF BID: The City of Delray Beach reserves the right to accept any Bid or combination of Bid alternates which, in the City’s judgment will best serve the City’s interest, reject any and all Bids, to waive any and all informalities and/or irregularities, and to negotiate terms with the Successful Bidder, and the right to disregard all non-conforming, non-responsive, unbalanced or conditional Bids. The City reserves the right to reject any or all Bids, or any part of any Bid, to waive any informality in any Bid, and to award the purchase in the best interest of the City. Discrepancies in the multiplication of units of Work and unit prices will be resolved in favor of the unit price. Discrepancies between the indicated sum of any column of figures and the correct sum thereof will be resolved in favor of the correct sum. DEFINITION: Bid shall mean a bid, proposal, or quotation.


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TABLE OF CONTENTS

SECTION 1: SPECIAL TERMS AND CONDITIONS ................................................................. 5

A. INTRODUCTION AND INFORMATION ............................................................................................... 5

B. TERMS AND CONDITIONS ................................................................................................................ 6

SECTION 2: SCOPE OF WORK ............................................................................................. 14

SECTION 3: FORMS AND INSTRUCTIONS ........................................................................... 16

A. AUTHORIZATION TO BIND PROPOSER ........................................................................................ 16

B. PROPOSAL FORMAT ....................................................................................................................... 16


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SECTION 1: SPECIAL TERMS AND CONDITIONS A. INTRODUCTION AND INFORMATION

1. Purpose

The City of Delray Beach, Florida (“City”) is soliciting proposals from qualified companies that will provide a complete turnkey platform replacement for a state-of-the-art Voice over Internet Protocol (VoIP) system, in existing City buildings that will fulfill the needs in the future and enhance the community experience today. Any Proposer wishing to submit a proposal must comply with the requirements contained in the City’s RFP. Section 1 of this RFP describes the terms and conditions that will apply to this RFP. Section 2 of this RFP describes the scope of services for any proposer wishing to submit a proposal in response to this RFP. Section 3 of this RFP provides forms and instructions for preparing a proposal in response to this RFP.

2. Submission Deadline

A summary schedule of the major activities associated with this RFP is presented in Table 1, below. The City, at its sole discretion, may modify the schedule as the City deems appropriate.

Table 1

ACTIVITY DATE Issue RFP December 11, 2015 Deadline for Delivery of Written Questions and Objections December 23, 2015 at 5:00 p.m. Deadline for Delivery of Proposals January 4, 2016 at 2:00 p.m. Institute Cone of Silence January 4, 2016 at 2:00 p.m.

3. BidSync

The City of Delray Beach uses BidSync (www.bidsync.com) to administer the competitive solicitation process, including but not limited to soliciting proposals, issuing addenda, posting results and issuing notification of an intended decision. There is no charge to register and download the RFP from BidSync. Offerors are strongly encouraged to read the various vendor Guides and Tutorials available in BidSync well in advance of their intention of submitting a proposal to ensure familiarity with the use of BidSync. The City shall not be responsible for an Offeror’s inability to submit a proposal by the end date and time for any reason, including issues arising from the use of BidSync.

4. Point of Contact

For information concerning procedures for responding to this solicitation, contact [email protected]. Such contact shall be for clarification purposes only. For information concerning technical specifications, please utilize the question / answer feature provided by BidSync at www.bidsync.com. Questions of a material nature must be received prior to the cut-off date specified in the RFP Schedule. Material changes, if any, to the scope of services or bidding procedures will only be transmitted by written addendum. Submission of a proposal will be considered evidence that the Proposer has familiarized themselves with the nature and extent of the work, and the equipment, materials, and labor required. The entire proposal must be submitted in accordance with all specifications contained in this solicitation. The questions and answers submitted in BidSync shall become part of any contract that is created from this RFP.


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http://www.rfpdepot.com/


http://www.bidsync.com/

B. TERMS AND CONDITIONS

1. General Conditions RFP General Conditions are included in Exhibit A and made a part of this RFP.

2. Addenda, Changes, and Interpretations Firms may utilize the question / answer feature provided by BIDSYNC and request modification or clarification of any ambiguity, conflict, discrepancy, omission or other error discovered in this competitive solicitation. Requests for clarification, modification, interpretation, or changes must be received prior to the Question and Answer (Q & A) Deadline. Requests received after this date may not be addressed. Questions and requests for information that would not materially affect the scope of services to be performed or the solicitation process will be answered within the question / answer feature provided by BIDSNYC and shall be for clarification purposes only. Material changes, if any, to the scope of services or the solicitation process will only be transmitted by official written addendum issued by the City and uploaded to BIDSYNC as a separate addendum to the RFP. Under no circumstances shall an oral explanation given by any City official, officer, staff, or agent be binding upon the City and should be disregarded. All addenda are a part of the competitive solicitation documents and each firm will be bound by such addenda. It is the responsibility of each to read and comprehend all addenda issued.

3. Evaluation of Proposals by Selection Committee The City Manager will designate a Selection Committee to review and evaluate the proposals submitted in response to this RFP. The review process will be conducted at a minimum of two phases. In Phase One, the Selection Committee shall determine whether each Proposer is responsive. For the purposes of this RFP, a responsive Proposer means a Person that has submitted a proposal that conforms in all material respects to the requirements in the RFP. Accordingly, in Phase One, the Selection Committee will determine whether each Proposer correctly submitted and completed all of the necessary forms, documents, and information. In Phase Two of the review process, the Selection Committee will determine whether each Proposer is responsible. For the purposes of this RFP, a responsible Proposer means a Person that has the capacity in all respects to fully perform the contract requirements and has the integrity and reliability that will ensure good faith performance. In Phase Two, each proposal will be evaluated utilizing the following weighted criteria:

Phase Two Evaluation Criteria

Experience & Past Performance – Executive Overview and Vendor Experience

15%

Financial ability 15% Management and organization 20% Service – Service and Support 10% Equipment and functionality 30% Project Plan – Implementation and installation plan 10% Total 100%

Each Selection Committee member will rank in order of preference the proposals for each of the criteria based on the number of proposals submitted utilizing the responses


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in the noted sections of the RFP. The Selection Committee may create a short list from the proposals submitted. The Selection Committee may short list the proposals. In Phase Three, the short-listed proposals will be evaluated utilizing the following weighted criteria:

Phase Three Evaluation Criteria

Service – Service and Support 20% Equipment and functionality 40% Project Plan – Implementation and installation plan 10% Price Proposal 30%

Each Selection Committee member will rank in order of preference the proposals for each of the criteria based on the number of short-listed firms.

At any time during the Selection process, the City may conduct any investigations it deems necessary to evaluate the proposals. Each Proposer shall promptly provide the City with any additional information reasonably requested by the City. The City shall have the right to make additional inquiries, interview some or all of the Proposers, visit the facilities of one or more of the Proposers, or take any other action the City deems necessary to fairly evaluate a proposal. At any time during the Selection process, the City may reject a proposal if the City concludes the Proposer is not qualified -- i.e., the Proposer does not satisfy the minimum criteria set forth in this RFP. Please note that the Selection Committee and/or the City Commission may select the Successful Proposer without allowing any presentations or interviews by any Proposer. For this reason, each Proposer must ensure that its proposal contains all of the information requested in this RFP.

4. Award of Contract by City Commission The City of Delray Beach reserves the right to accept any Bid or combination of Bid alternates which, in the City’s judgment will best serve the City’s interest, reject any and all Bids, to waive any and all informalities and/or irregularities, and to negotiate contract terms with the Successful Bidder, and the right to disregard all non-conforming, non-responsive, unbalanced or conditional Bids. The City reserves the right to reject any or all Bids, or any part of any Bid, to waive any informality in any Bid, and to award the purchase in the best interest of the City. Discrepancies in the multiplication of units of Work and unit prices will be resolved in favor of the unit price. Discrepancies between the indicated sum of any column of figures and the correct sum thereof will be resolved in favor of the correct sum.

5. The City’s Acceptance or Rejection of Proposals The City reserves its exclusive right to:

• reject any and all proposals that fail to satisfy the requirements and specifications in this RFP;

• accept the proposal which is the best overall proposal, based on the selection criteria above;

• reject any and all non-responsive proposals; • waive minor irregularities in any proposal;


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• issue addenda or otherwise revise the requirements in this RFP; • reject all proposals, with or without cause; • issue requests for new proposals; • and cancel this RFP.

The City shall decide, in its sole discretion, whether to reject a proposal as non-responsive. Among other things, a Proposal may be found to be non-responsive if the Proposer: failed to provide the information requested in the RFP; failed to utilize or complete the required forms; provided incomplete, indefinite, or ambiguous responses; failed to comply with the applicable deadlines; provided improper or undated signatures; or provided information that is false, misleading, or exaggerated. The City may reject a proposal for any reason that the City deems sufficient. For example, the City may reject one or more proposals if: the Proposer misstates or conceals any material fact in their proposal; the proposal does not conform to the requirements of Applicable Law; the proposal is subject to conditions or qualifications; a change occurs that makes this RFP unnecessary for the City; any Person submits more than one proposal under the same or different names; a Proposer fails to perform satisfactorily or meet its financial obligations on previous contracts; the Proposer employs unauthorized aliens in violation of Section 274(A)(e) of the Immigration and Naturalization Act; or the Proposer is listed on the U.S. Comptroller General’s List of Ineligible Companies for Federally Financed or Assisted Projects. Any or all proposals may be rejected if the City concludes that collusion existed among two or more of the Proposers. Proposals received from the participants in such collusion will not be considered for the same work if this RFP is re-advertised. More than one proposal from an individual, firm, partnership, corporation, or association under the same or different names will not be considered. If a Proposer is involved in more than one proposal for the same work, the City may reject all proposals in which such Proposer is believed to be involved. The City may reject proposals if two (2) or more Proposers are planning a merger, or are in the process of merging with or acquiring other Proposers, and the City concludes that the Proposers are not submitting bona fide or uncompromised proposals. In such cases, the City may reject all proposals in which such Proposers are involved. Any and all compromised proposals will be rejected if there is reason to believe that collusion exists between Proposers.

6. Protest Procedures

As noted above, the Selection Committee will review each proposal in three (3) phases. During Phase One, the Selection Committee will determine whether each Proposer is responsive. During Phase Two, the Selection Committee will determine whether each Proposer is responsible. If the Selection Committee determines that a Proposer is not responsive or not responsible, the Chief Purchasing Officer shall post notice of the Selection Committee's determination in City Hall. The Chief Purchasing Officer also shall post notice after the Selection Committee provides a recommendation for award. Any Proposer who is aggrieved by the decisions of the Selection Committee or the City Commission may file a protest pursuant to Section 36.04 (entitled "Protest Procedures") of the Delray Beach Code of Ordinances. However, nothing contained in this RFP shall be deemed to limit the authority of the City Commission under special or general law. Any bidder, proposers or responders filing a protest shall simultaneously provide a Protest Bond to the City in the amount of five percent (5%) of the Protester's bid, proposal, or response amount or the amount of twenty thousand dollars ($20,000.), whichever is less. If


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the protest is decided, in the protester's favor the entire protest bond is returned. If the protest is not decided in the protester's favor the protest shall be forfeited to the City. The protest bond shall be in the form of a cashier's check.

7. Changes and Alterations Consultant may change or withdraw a Proposal at any time prior to the Proposal submission deadline; however, no oral modifications will be allowed. Modifications shall not be allowed following the Proposal deadline.

8. Proposer's Costs The City shall not be liable for any costs incurred by proposers in responding to this RFP.

9. Pricing/Delivery

All pricing should be identified on the Cost Proposal pages provided in this RFP. No additional costs may be accepted, other than the costs stated on the Cost Proposal pages. Failure to use the City’s Cost Proposal pages and provide costs as requested in this RFP, may deem your proposal non-responsive.

Proposer must quote a firm, fixed price for all services stated in the RFP. All costs including travel shall be included in your proposal. The City shall not accept any additional costs including any travel associated with coming to the City of Delray Beach. All pricing must include delivery and installation and be quoted FOB: Destination.

10. Invoices/Payment

The City will accept invoices no more frequently than once per month. Each invoice shall fully detail the related costs and shall specify the status of the particular task or project as of the date of the invoice with regard to the accepted schedule for that task or project. Payment will be made within forty-five (45) days after receipt of an invoice acceptable to the City, in accordance with the Florida Local Government Prompt Payment Act. If, at any time during the contract, the City shall not approve or accept the Proposer's work product, and agreement cannot be reached between the City and the Proposer to resolve the problem to the City's satisfaction, the City shall negotiate with the Proposer on a payment for the work completed and usable to the City.

11. Acceptance of Proposals / Minor Irregularities The City reserves the right to accept or reject any or all proposals, part of proposals, and to waive minor irregularities or variances to specifications contained in proposals which do not make the proposal conditional in nature, and minor irregularities in the solicitation process. A minor irregularity shall be a variation from the solicitation that does not affect the price of the contract or does not give a respondent an advantage or benefit not enjoyed by other respondents, does not adversely impact the interests of other firms or, does not affect the fundamental fairness of the solicitation process. The City also reserves the right to reissue a RFP. The City reserves the right to disqualify proposer during any phase of the competitive solicitation process and terminate for cause any resulting contract upon evidence of collusion with intent to defraud or other illegal practices on the part of the proposer.

12. Modification of Services While this contract is for services provided to the department referenced in this Request for Proposals, the City may require similar work for other City departments. Successful Proposer agrees to take on such work unless such work would not be considered reasonable or become an undue burden to the Successful Proposer.


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The City reserves the right to delete any portion of the work at any time without cause, and if such right is exercised by the City, the total fee shall be reduced in the same ratio as the estimated cost of the work deleted bears to the estimated cost of the work originally planned. If work has already been accomplished and approved by the City on any portion of a contract resulting from this RFP, the Successful Proposer shall be paid for the work completed on the basis of the estimated percentage of completion of such portion to the total project cost. The City may require additional items or services of a similar nature, but not specifically listed in the contract. The Successful Proposer agrees to provide such items or services, and shall provide the City prices on such additional items or services based upon a formula or method, which is the same or similar to that used in establishing the prices in t h e i r proposal. If the price(s) offered are not acceptable to the City, and the situation cannot be resolved to the satisfaction of the City, the City reserves the right to procure those items or services from other vendors, or to cancel the contract upon giving the Successful Proposer thirty (30) days written notice. If the Successful Proposer and the City agree on modifications or revisions to the task elements, after the City has approved work to begin on a particular task or project, and a budget has been established for that task or project, the Successful Proposer will submit a revised budget to the City for approval prior to proceeding with the work.

13. No Exclusive Contract Proposer agrees and understands that the contract shall not be construed as an exclusive arrangement and further agrees that the City may, at any time, secure similar or identical services from another vendor at the City’s sole option.

14. Contract Agreement A sample of the formal agreement template, which may be required to be executed by the awarded vendor will be provided, when available.

15. Responsiveness In order to be considered responsive to the solicitation, the firm’s proposal shall fully conform in all material respects to the solicitation and all of its requirements, including all form and substance.

16. Responsibility In order to be considered as a responsible firm, firm shall be fully capable to meet all of the requirements of the solicitation and subsequent contract, must possess the full capability, including financial and technical, to perform as contractually required, and must be able to fully document the ability to provide good faith performance.

17. Subcontractors If the Proposer proposes to use subcontractors in the course of providing these services to the City, this information shall be a part of the bid response. Such information shall be subject to review, acceptance and approval of the City, prior to any contract award. The City reserves the right to approve or disapprove of any subcontractor candidate in its best interest and to require Proposer to replace subcontractor with one that meets City approval. Proposer shall ensure that all of Proposer’s subcontractors perform in accordance with the terms and conditions of this Contract. Proposer shall be fully responsible for all of Proposer’s subcontractors’ performance, and liable for any of Proposer’s subcontractors’ non-performance and all of Proposer’s subcontractors’ acts and omissions. Proposer shall defend, at Proposer’s expense, counsel being subject to the


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City’s approval or disapproval, and indemnify and hold harmless the City and the City’s officers, employees, and agents from and against any claim, lawsuit, third-party action, or judgment, including any award of attorney fees and any award of costs, by or in favor of any Proposer’s subcontractors for payment for work performed for the City. Proposer shall require all of its subcontractors to provide the requ ired insurance coverage as well as any other coverage that the proposer may consider necessary, and any deficiency in the coverage or policy limits of said subcontractors will be the sole responsibility of the proposer.

18. Proposal Bond Each proposal must be accompanied by a certified check or cashier's check for a proposal bond in the amount of five percent (5%). The check or bond shall be made payable to the City of Delray Beach, Florida. If the Successful Proposer fails or refuses to execute the Agreement or provide the necessary certificates of insurance, or Performance Bond following award, within the timeframes set forth herein, the City shall retain the entire proposal bond and disqualify the Proposer.

19. Insurance Requirements

The Proposer shall supply proof of insurance, detailing terms and provisions of coverage, has been received and approved by the City of Delray Beach Risk Manager. Proposer shall carry the following minimum types of insurance:

a) Workers’ Compensation. Proposer shall carry Worker’s Compensation insurance with the statutory limits; Employers’ Liability insurance with a limit of not less than $100,000 for each accident, $100,000 for each disease, and $500,000 for aggregate disease.

b) Comprehensive General Liability Insurance. Proposer shall carry Comprehensive General Liability Insurance with limits of not less than one million ($1,000,000) dollars per occurrence and two million ($2,000,000) in the aggregate for Bodily Injury and Property Damage. The insurance policy must include coverage that is not more restrictive than the latest edition of the Comprehensive General Liability Policy, without restrictive endorsements, as filed by the Insurance Services Offices, and the policy must include coverage’s for premises and/or operations, independent contractors, products and/or completed operations for contracts, contractual liability, broad form contractual coverage, broad form property damage, products, completed operations, and personal injury. Personal injury coverage shall include coverage that has the Employee and Contractual Exclusions removed.

All insurance policies shall be issued by companies that (a) are authorized to do business in the State of Florida, (b) have agents upon whom service of process may be made in Palm Beach County, Florida, and (c) have a Best’s rating of B+VIII or better. All insurance policies shall name the City of Delray Beach as an additional insured. The Proposer agrees to notify the City within (5) business days of coverage cancellation, lapse or material modification. All renewal or replacement certificates of insurance shall be forwarded to the City of Delray Beach Risk Management Division.

20. Award of Contract A Contract may be awarded by the City Commission. The City reserves the right to execute or not execute, as applicable, a contract with the Proposer(s) that is determined to be in the City’s best interests. The City reserves the right to award a contract to more than one Proposer, at the sole and absolute discretion of the in the City.


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21. Unauthorized Work

The Successful Proposer(s) shall not begin work until a Contract has been awarded by the City Commission and a purchase order has been issued. Proposer(s) agree and understand that the issuance of a Purchase Order and/or Task Order shall be issued and provided to the Successful Proposer(s) following Commission award; however, receipt of a purchase order and/or task order shall not prevent the Successful Proposer(s) from commencing the work once the City Commission has awarded the contract.

22. Uncontrollable Circumstances ("Force Majeure") The City and Proposer will be excused from the performance of their respective obligations under this agreement when and to the extent that their performance is delayed or prevented by any circumstances beyond their control including, fire, flood, explosion, strikes or other labor disputes, act of God or public emergency, war, riot, civil commotion, malicious damage, act or omission of any governmental authority, delay or failure or shortage of any type of transportation, equipment, or service from a public utility needed for their performance, provided that: The non performing party gives the other party prompt written notice describing the particulars of the Force Majeure including, but not limited to, the nature of the occurrence and its expected duration, and continues to furnish timely reports with respect thereto during the period of the Force Majeure; The excuse of performance is of no greater scope and of no longer duration than is required by the Force Majeure; No obligations of either party that arose before the Force Majeure causing the excuse of performance are excused as a result of the Force Majeure; and The non performing party uses its best efforts to remedy its inability to perform. Notwithstanding the above, performance shall not be excused under this Section for a period in excess of two (2) months, provided that in extenuating circumstances, the City may excuse performance for a longer term. Economic hardship of the Proposer will not constitute Force Majeure. The term of the agreement shall be extended by a period equal to that during which either party's performance is suspended under this Section.

23. News Releases/Publicity News releases, publicity releases, or advertisements relating to this contract or the tasks or projects associated with the project shall not be made without prior City approval.

24. Contract Coordinator

The City may designate a Contract Coordinator whose principal duties shall be: • Liaison with Proposer. • Coordinate and approve all work under the contract. • Resolve any disputes. • Assure consistency and quality of Proposer's performance. • Schedule and conduct Proposer performance evaluations and document

findings. • Review and approve for payment all invoices for work performed or items

delivered.


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25. Substitution of Personnel It is the intention of the City that the Proposer's personnel proposed for the contract will be available for the contract term. In the event the Proposer wishes to substitute personnel, he shall propose personnel of equal or higher qualifications and all replacement personnel are subject to City approval. In the event substitute personnel are not satisfactory to the City and the matter cannot be resolved to the satisfaction of the City, the City reserves the right to cancel the Contract for cause.


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SECTION 2: SCOPE OF WORK A. DESCRIPTION The City of Delray Beach wishes to replace its aging NORTEL communications technology platform with a new system at its multiple locations. While this requirement is driven in part by the age and lack of growth of the current system, the City also wishes to use this opportunity to evaluate new technology that will increase productivity and enhance service quality. The City of Delray Beach is looking for a turnkey state-of-the-art Voice over Internet Protocol (VoIP) system that will fulfill its needs in the future and enhance the community experience today. The City of Delray Beach supports:

• 835 permanent employees, and provides • 600 phone lines and 392 Centrex analog sets at 26 sites (12 with telephone core

equipment). The City has three (3) PRI telephone company (telco) trunk circuits from AT&T terminating at the City Hall, and Police Station, in concert with private fiber and Comcast fiber. The primary goal of the Request for Proposal (RFP) is to replace the existing telephone system with a modern Voice over IP (VoIP) telecommunications:

1. Provide SIP circuits to replace existing PRI circuits. 2. Reduce overall telephony support and administration costs 3. Eliminate multiple PBX maintenance contracts for legacy systems. 4. Enhanced Business Continuity capabilities to support City operations, including Police,

Fire, Utilities and Public Works, EOC during events and emergencies 5. Mitigate operational risks associated with a seriously aging/max capacity voice

infrastructure. 6. Provide a VoIP platform that will provide future applications such as:

a. Video Integration b. Enhanced mobility options with Bring Your Own Device (BYOD) c. Interoperability with Push-To-Talk Radio Systems d. ACD/ICD e. Unified Messaging f. Unified Communications g. Open Architecture for future non-identified applications

7. Ability to record live phones call for Dispatch operations 8. Integration to existing IVR Selectron used for Utility payments and inspection scheduling.

The City has an Information Technology staff who is accustomed to managing and maintaining their infrastructure and systems. Their intent is to be as autonomous and self-sufficient as possible and will consequently want to be very involved in the VoIP system implementation to gain familiarity. It is anticipated that they will manage and maintain the system and will rely on the vendor for staff augmentation, major additions, new features and capabilities, introduction of new technologies, and updates, as they are available. We are also interested in an optional proposed solution for the addition of a Managed Service Provider with the intent of having third party management VoIP system. Please provide pricing for the managed services of existing and proposed Telephone system. The City expects that Proposers will bid a system that reflects current technology and supports industry direction. The City of Delray Beach prefers an on-premises solution. Non-premise solutions, such as Hosted, Cloud and SaaS solutions, will be considered if they are compliant with the requirements stated in the RFP. Proposers should describe any unique savings or


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advantages of their solution in Project Approach section of the RFP response. Vendors providing non-premise solutions should use the Monthly Recurring Costs (MRC) on Schedule A that is provided in the RFP Schedules. B. SPECIFICATIONS

See Exhibit B

C. QUESTIONS AND ANSWERS FROM CANCELLED RFP 2016-011 Addenda information (questions and answers) from cancelled RFP 2016-011 Voice over Internet Protocol (VoIP), Telecommunication Platform, Network Equipment and WiFi Network Expansion are incorporated herein this RFP. Most questions have been preceded by a “Q” in Exhibit B.


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SECTION 3: FORMS AND INSTRUCTIONS

A. AUTHORIZATION TO BIND PROPOSER

Each proposal must be signed by a Person who is legally authorized to bind the Proposer to the proposal. Each proposal shall remain valid for at least one hundred and twenty (120) days after it is submitted to the City. Proposals by corporations must be executed in the corporate name by the President or Vice-President (or other corporate officer if accompanied by evidence of authority to sign) and the corporate seal shall be affixed and attested to by the company’s Secretary or an Assistant Secretary. The corporate address and state of incorporation shall be shown below the signature. Proposals by partnerships must be executed in the partnership name and signed by a partner. His or her title must appear under his or her signature and the official address of the partnership must be shown below the signature.

B. PROPOSAL FORMAT

Each proposal shall be include all the requested information. Proposals shall be organized in chapters, as indicated in Table 2. All pages are to be consecutively numbered. If a form is provided and there is insufficient space for a response on the form, the response may be continued on a blank page immediately following the form. The additional pages shall be numbered the same as the form, with the addition of the letter “a”, “b”, “c”, etc. If a form is provided and additional copies of the form are needed, the form may be copied by the Proposer. The copied pages shall be numbered the same as the form, with the addition of the letter “a”, “b”, “c”, etc. Responses to this RFP must be complete and unequivocal. In instances where a response is not required or a question is not applicable to the proposal, a response such as “no response required” or “not applicable” shall be provided.

Table 2 - Proposal Format

Chapter 1 Letter of Intent and Submittal Form

Chapter 2 Proposer’s Statement of Organization

Chapter 3 Public Entity Form, Drug Free Workplace Form,

Conflict of Interest Form

Chapter 4 Acknowledgement of Addenda Form

Chapter 5 Proposer Response – Exhibit B

Chapter 6 Schedule A, Schedule B, and Schedule C


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CITY OF DELRAY BEACH GENERAL TERMS AND CONDITIONS

These instructions are standard for all contracts for commodities or services issued through the City of Delray Beach Purchasing Department. The City may delete, supersede, or modify any of these standard instructions for a particular contract by indicating such change in the Invitation to Bid (ITB), Special Conditions, Technical Specifications, Instructions, Proposal Pages, Addenda, and Legal Advertisement. In this general conditions document, Invitation to Bid (ITB) and Request for Proposal (RFP) are interchangeable.

PART I CONDITIONS: 1.1 PUBLIC ENTITY CRIMES: Pursuant to F.S. 287.133, as amended, a person or affiliate who has been placed on the

convicted vendor list following a conviction for a public entity crime may not submit a proposal on a contract to provide any goods or services to a public entity, may not submit a proposal on a contract with a public entity for the construction or repair of a public building or public work, may not submit a proposal on leases of real property to a public entity, may not be awarded or perform work as a contractor, supplier, subcontractor or consultant under a contract with any public entity, and may not transact business with any public entity in excess of the threshold amount provided in section 287.017 for CATEGORY TWO for a period of 36 months from the date of being placed on the convicted vendor list. Each Proposer must certify that the Proposer is not subject to these prohibitions regarding public entity crimes.

1.2 SCRUTINIZED COMPANIES: This Section applies to any contract for goods or services of $1 million or more. The

Proposer certifies that it is not on the Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List and that it does not have business operations in Cuba or Syria as provided in section 287.135, Florida Statutes (2011), as may be amended or revised. The City may terminate a contract at the City’s option if the Proposer is found to have submitted a false certification as provided under subsection (5) of section 287.135, Florida Statutes (2011), as may be amended or revised, or been placed on the Scrutinized Companies with Activities in Sudan List or the Scrutinized Companies with Activities in the Iran Petroleum Energy Sector List or has engaged in business operations in Cuba or Syria, as defined in Section 287.135, Florida Statutes (2011), as may be amended or revised.

1.3 DEBARRED OR SUSPENDED PROPOSERS: The Proposer certifies, by submission of a response to this solicitation, that neither it nor its principals and subcontractors are presently debarred or suspended by any Federal department or agency.

1.4 LOBBYING ACTIVITIES: All Proposers are advised that the Palm Beach County Lobbyist Registration Ordinance (Section 2-351 of the Palm Beach County Code of Ordinances) applies to the City and this solicitation. Any violation of this requirement may cause the Proposer to be disqualified and prohibited from participating further in the RFP process.

1.5 COMPLIANCE WITH LAWS: Proposer shall comply with all applicable federal, state, and local laws, codes, ordinances, rules, and regulations in performing its duties, responsibilities, and obligations pursuant any order.

1.6 NON-DISCRIMINATION: There shall be no discrimination as to race, sex, color, creed, age or national origin in the operations conducted under this solicitation.

1.7 PUBLIC RECORDS: Proposer shall comply with all public records laws in accordance with Chapter 119, Fla. Stat. In accordance with state law, Proposer agrees to: (a) Keep and maintain all records that ordinarily and necessarily would be required by the City. (b) Provide the public with access to public records on the same terms and conditions that the City would provide

for the records and at a cost that does not exceed the costs provided in Chapter 119, Fla. Stat. or as otherwise provided by law.

(c) Ensure that public records that are exempt or confidential and exempt from public records disclosure are not disclosed except as authorized by law.

(d) Meet all requirements for retaining public records and transfer, at no cost, to the City all records in possession of the Proposer at the termination of the contract and destroy any public records that are exempt or confidential and exempt from public records disclosure requirements. All records stored electronically must be provided to the City in a format that is compatible with the information technology systems of the City. All records shall be transferred to the City prior to final payment being made to the Proposer.

(e) If Proposer does not comply with this section, the City shall enforce the contract provisions in accordance with the contract and may unilaterally cancel this contract in accordance with state law.

Any language contained in the Proposer’s response to the RFP purporting to require confidentiality of any portion of the Proposer’s response to the RFP, except to the extent that certain information is in the City’s opinion a Trade Secret pursuant to Florida law, shall be void. If a Proposer submits any documents or other information to the City which the Proposer claims is Trade Secret information and exempt from Florida Statutes Chapter 119.07 (“Public Records Laws”), the Proposer shall clearly designate that it is a Trade Secret and that it is asserting that the document or information is exempt. The Proposer must specifically identify the exemption being claimed under Florida Statutes 119.07. The City shall be the final arbiter of whether any information contained in the Proposer’s response to the RFP constitutes a Trade Secret. The city’s determination of whether an exemption applies shall be final, and the proposer agrees to defend, indemnify, and hold harmless the city and the city’s officers, employees, and agent, against any loss or damages incurred


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by any person or entity as a result of the city’s treatment of records as public records. Proposals purporting to be subject to copyright protection in full or in part will be rejected. EXCEPT FOR CLEARLY MARKED PORTIONS THAT ARE BONA FIDE TRADE SECRETS PURSUANT TO FLORIDA LAW, DO NOT MARK YOUR RESPONSE TO THE RFP AS PROPRIETARY OR CONFIDENTIAL. DO NOT MARK YOUR RESPONSE TO THE RFP OR ANY PART THEREOF AS COPYRIGHTED.

1.8 INSPECTOR GENERAL: Proposer is aware that the Inspector General of Palm Beach County has the authority to investigate and audit matters relating to the negotiation and performance of purchases and contracts, and may demand and obtain records and testimony from Proposer and its sub licensees and lower tier sub licensees. Proposer understands and agrees that in addition to all other remedies and consequences provided by law, the failure of Proposer or its sub licensee or lower tier sub licensees to fully cooperate with the Inspector General when requested may be deemed by the City to be a material breach of any order.

1.9 CONE OF SILENCE: Proposer’s are advised that a Cone of Silence is in effect at the time of submission. The Cone of Silence prohibits any communications, except written correspondence, between the Proposers or any Person representing the Proposers, and any member of the City Commission, the Commission’s staff, any City employee authorized to act on behalf of the City to award the contract or Bid, or any member of the Selection Committee. The Cone of Silence will commence and take effect at the deadline for submitting bids. Section 36.13 of the City Code provides “[a]ny person participating in a competitive solicitation issued by the City shall comply with Section 2-355 of the Palm Beach County Code of Ordinances.”

1.10 LOCAL PREFERENCE: In accordance with the City of Delray Beach Code of Ordinances Sec. 36.14, the City shall give preference to a Local Business if the Local Business' bid is determined to be within five percent (5%) or five thousand dollars ($5,000.00), whichever is less, of the lowest responsible and responsive proposer.

1.11 LITIGATION VENUE: The Proposers waive the privilege of venue and agree that all litigation between them in the state courts shall take place in Palm Beach County, Florida and that all litigation between them in the federal courts shall take place in the Southern District in and for the State of Florida.

1.12 INDEMNITY/HOLD HARMLESS AGREEMENT: Proposer shall at all times hereafter indemnify, hold harmless and, at the City Attorney's option, defend or pay for an attorney selected by the City Attorney to defend City, its officers, agents, servants, and employees from and against any and all causes of action, demands, claims, losses, liabilities and expenditures of any kind, including attorney fees, court costs, and expenses, caused or alleged to be caused by any intentional, negligent, or reckless act of, or omission of, Proposer, its employees, agents, servants, or officers, or accruing, resulting from, or related to the subject matter of any order including, without limitation, any and all claims, losses, liabilities, expenditures, demands or causes of action of any nature whatsoever resulting from injuries or damages sustained by any person or property. In the event any lawsuit or other proceeding is brought against City by reason of any such claim, cause of action, or demand, Proposer shall, upon written notice from City, resist and defend such lawsuit or proceeding by counsel satisfactory to City or, at City's option, pay for an attorney selected by the City Attorney to defend City. The obligations of this section shall survive the expiration or earlier termination of any order. To the extent considered necessary by the Chief Purchasing Officer and the City Attorney, any sums due Proposer under any order may be retained by City until all of City's claims for indemnification pursuant to any order have been settled or otherwise resolved. Any amount withheld shall not be subject to payment of interest by the City.

Part II DEFINITIONS/ORDER OF PRECEDENCE:

2.01 BIDDING DEFINITIONS The City will use the following definitions in its general conditions, special conditions, technical

specifications, instructions to bidders, addenda and any other document used in the bidding process: INVITATION TO BID (ITB) when the City is requesting bids from qualified Bidders. REQUEST FOR PROPOSALS (RFP) when the City is requesting proposals from qualified Proposers. BID – a price and terms quote received in response to an ITB. PROPOSAL – a proposal received in response to an RFP. BIDDER – Person or firm submitting a Bid. PROPOSER – Person or firm submitting a Proposal. RESPONSIVE BIDDER – A person whose bid conforms in all material respects to the terms and conditions included in the ITB. RESPONSIBLE BIDDER – A person who has the capability in all respects to perform in full the contract requirements, as stated in the ITB, and the integrity and reliability that will assure good faith performance. FIRST RANKED PROPOSER – That Proposer, responding to a City RFP, whose Proposal is deemed by the City, the most advantageous to the City after applying the evaluation criteria contained in the RFP. PROPOSER – Successful Bidder or Proposer who is awarded a Purchase Order or Contract to provide goods or services to the City. CONTRACTOR – Successful Bidder or Proposer who is awarded a Purchase Order, award Contract, Blanket Purchase Order agreement, or Term Contract to provide goods or services to the City. CONTRACT – A deliberate verbal or written agreement between two or more competent parties to perform or not to perform a certain act or acts, including all types of agreements, regardless of what they may be called, for the procurement or disposal of equipment, materials, supplies, services or construction. CONSULTANT – Successful Bidder or Proposer who is awarded a contract to provide professional services to the City.


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The following terms may be used interchangeably by the City: ITB and/or RFP; Bid or Proposal; Bidder, Proposer, or Proposer; Contractor or Consultant; Contract, Award, Agreement or Purchase Order.

2.02 SPECIAL CONDITIONS: Any and all Special Conditions contained in this solicitation that may be in variance or conflict with these General Conditions shall have precedence over these General Conditions. If no changes or deletions to General Conditions are made in the Special Conditions, then the General Conditions shall prevail in their entirety, PART III BIDDING AND AWARD PROCEDURES:

3.01 SUBMISSION AND RECEIPT OF BIDS: To receive consideration, bids must be received prior to the bid opening date and time. Unless otherwise specified, Bidders should use the proposal forms provided by the City. These forms may be duplicated, but failure to use the forms may cause the bid to be rejected. Bids will be publicly opened in the Purchasing Department Office, or other designated area, in the presence of Bidders, the public, and City staff. Bidders and the public are invited and encouraged to attend bid openings. Bids will be tabulated and made available for review by Bidder’s and the public in accordance with applicable regulations.

3.02 MODEL NUMBER CORRECTIONS: If the model number for the make specified in this ITB is incorrect, or no longer available and replaced with an updated model with new specifications, the Bidder shall enter the correct model number on the bidder proposal page. In the case of an updated model with new specifications, Bidder shall provide adequate information to allow the City to determine if the model bid meets the City’s requirements.

3.03 PRICES QUOTED: Deduct trade discounts, and quote firm net prices. Give both unit price and extended total. In the case of a discrepancy in computing the amount of the bid, the unit price quoted will govern. All prices quoted shall be F.O.B. destination, freight prepaid (Bidder pays and bears freight charges, Bidder owns goods in transit and files any claims), unless otherwise stated in Special Conditions. Each item must be bid separately. No attempt shall be made to tie any item or items contained in the ITB with any other business with the City.

3.04 WARRANTIES OF USAGE: Any quantities listed in this ITB as estimated or projected are provided for tabulation and information purposes only. No warranty or guarantee of quantities is given or implied. It is understood that the Contractor will furnish the City’s needs as they arise.

3.05 APPROVED EQUAL: When the technical specifications call for a brand name, manufacturer, make, model, or vendor catalog number with acceptance of APPROVED EQUAL, it shall be for the purpose of establishing a level of quality and features desired and acceptable to the City. In such cases, the City will be receptive to any unit that would be considered by qualified City personnel as an approved equal. In that the specified make and model represent a level of quality and features desired by the City, the Bidder must state clearly in the bid any variance from those specifications. It is the Bidder’s responsibility to provide adequate information, in the bid, to enable the City to ensure that the bid meets the required criteria. If adequate information is not submitted with the bid, it may be rejected. The City will be the sole judge in determining if the item bid qualifies as an approved equal.

3.06 MINIMUM AND MANDATORY TECHNICAL SPECIFICATIONS: The technical specifications may include items that are considered minimum, mandatory, or required. If any Bidder is unable to meet or exceed these items, and feels that the technical specifications are overly restrictive, the bidder must notify the Purchasing Department immediately. Such notification must be received by the Purchasing Department prior to the deadline contained in the ITB, for questions of a material nature, or prior to the deadline for questions. If no such notification is received prior to that deadline, the City will consider the technical specifications to be acceptable to all bidders.

3.07 MISTAKES: Bidders are cautioned to examine all terms, conditions, specifications, drawings, exhibits, addenda, delivery instructions and special conditions pertaining to the ITB. Failure of the Bidder to examine all pertinent documents shall not entitle the bidder to any relief from the conditions imposed in the contract.

3.09 SAMPLES AND DEMONSTRATIONS: Samples or inspection of product may be requested to determine suitability. Unless otherwise specified in Special Conditions, samples shall be requested after the date of bid opening, and if requested should be received by the City within seven (7) working days of request. Samples, when requested, must be furnished free of expense to the City and if not used in testing or destroyed, will upon request of the Bidder, be returned within thirty (30) days of bid award at Bidder’s expense. When required, the City may request full demonstrations of units prior to award. When such demonstrations are requested, the Bidder shall respond promptly and arrange a demonstration at a convenient location. Failure to provide samples or demonstrations as specified by the City may result in rejection of a bid.

3.10 LIFE CYCLE COSTING: If so specified in the ITB, the City may elect to evaluate equipment proposed on the basis of total cost of ownership. In using Life Cycle Costing, factors such as the following may be considered: estimated useful life, maintenance costs, cost of supplies, labor intensity, energy usage, environmental impact, and residual value. The City reserves the right to use those or other applicable criteria, in its sole opinion that will most accurately estimate total cost of use and ownership.

3.11 BIDDING ITEMS WITH RECYCLED CONTENT: In addressing environmental concerns, the City of Delray Beach encourages Bidders to submit bids or alternate bids containing items with recycled content. When submitting bids containing items with recycled content, Bidder shall provide documentation adequate for the City to verify the recycled content. The City prefers packaging consisting of materials that are degradable or able to be recycled. When specifically


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stated in the ITB, the City may give preference to bids containing items manufactured with recycled material or packaging that is able to be recycled.

3.12 USE OF OTHER GOVERNMENTAL CONTRACTS: The City reserves the right to reject any part or all of any bids received and utilize other available governmental contracts, if such action is in its best interest.

3.13 QUALIFICATIONS/INSPECTION: Bids will only be considered from firms normally engaged in providing the types of commodities/services specified herein. The City reserves the right to inspect the Bidder’s facilities, equipment, personnel, and organization at any time, or to take any other action necessary to determine Bidder’s ability to perform. The Purchasing Officer reserves the right to reject bids where evidence or evaluation is determined to indicate inability to perform.

3.14 BID SURETY: If Special Conditions require a bid security, it shall be submitted in the amount stated. A bid security can be in the form of a bid bond or cashier’s check. Bid security will be returned to the unsuccessful bidders as soon as practicable after opening of bids. Bid security will be returned to the successful bidder after acceptance of the performance bond, if required; acceptance of insurance coverage, if required; and full execution of contract documents, if required; or conditions as stated in Special Conditions.

3.15 PROHIBITION OF INTEREST: No contract will be awarded to a bidding firm who has City elected officials, officers or employees affiliated with it, unless the bidding firm has fully complied with current Florida State Statutes and City Ordinances relating to this issue. Bidders must disclose any such affiliation. Failure to disclose any such affiliation will result in disqualification of the Bidder and removal of the Bidder from the City’s bidder lists and prohibition from engaging in any business with the City.

3.16 RESERVATIONS FOR AWARD AND REJECTION OF BIDS: The City reserves the right to accept or reject any or all bids, part of bids, and to waive minor irregularities or variations to specifications contained in bids, and minor irregularities in the bidding process. The City also reserves the right to award the contract on a split order basis, lump sum basis, individual item basis, or such combination as shall best serve the interest of the City. The City reserves the right to make an award to the responsive and responsible bidder whose product or service meets the terms, conditions, and specifications of the ITB and whose bid is considered to best serve the City’s interest. In determining the responsiveness of the offer and the responsibility of the Bidder, the following shall be considered when applicable: the ability, capacity and skill of the Bidder to perform as required; whether the Bidder can perform promptly, or within the time specified, without delay or interference; the character, integrity, reputation, judgment, experience and efficiency of the Bidder; the quality of past performance by the Bidder; the previous and existing compliance by the Bidder with related laws and ordinances; the sufficiency of the Bidder’s financial resources; the availability, quality and adaptability of the Bidder’s supplies or services to the required use; the ability of the Bidder to provide future maintenance, service or parts; the number and scope of conditions attached to the bid. If the ITB provides for a contract trial period, the City reserves the right, in the event the selected bidder does not perform satisfactorily, to award a trial period to the next ranked bidder or to award a contract to the next ranked bidder, if that bidder has successfully provided services to the City in the past. This procedure to continue until a bidder is selected or the contract is re-bid, at the sole option of the City.

3.17 LEGAL REQUIREMENTS: Applicable provisions of all federal, state, county laws, and local ordinances, rules and regulations, shall govern development, submittal and evaluation of all bids received in response hereto and shall govern any and all claims and disputes which may arise between person(s) submitting a bid response hereto and the City by and through its officers, employees and authorized representatives, or any other person, natural or otherwise; and lack of knowledge by any bidder shall not constitute a cognizable defense against the legal effect thereof.

3.18 BID PROTEST PROCEDURE: ANY PROPOSER OR BIDDER WHO IS NOT RECOMMENDED FOR AWARD OF A CONTRACT AND WHO ALLEGES A FAILURE BY THE CITY TO FOLLOW THE CITY’S PROCUREMENT ORDINANCE OR ANY APPLICABLE LAW MAY PROTEST TO THE CHIEF PURCHASING OFFICER, BY DELIVERING A LETTER OF PROTEST TO THE CHIEF PURCHASING OFFICER WITHIN THREE BUSINESS (3) DAYS AFTER A NOTICE OF INTENT TO AWARD IS POSTED.

Any bidder, proposers or responders filing a protest shall simultaneously provide a Protest Bond to the City in the amount of five percent (5%) of the Protester's bid, proposal, or response amount or the amount of twenty thousand dollars ($20,000.), whichever is less. If the protest is decided, in the protester's favor the entire protest bond is returned. If the protest is not decided in the protester's favor the protest shall be forfeited to the City. The protest bond shall be in the form of a cashier's check.

PART IV BONDS AND INSURANCE

4.01 PERFORMANCE BOND: If a performance bond is required in Special Conditions, the Contractor shall within fifteen (15) working days after notification of award, furnish to the City a Performance Bond, payable to the City of Delray Beach, Florida, in the face amount specified in Special Conditions as surety for faithful performance under the terms and conditions of the contract. If the bond is on an annual coverage basis, renewal for each succeeding year shall be submitted to the City thirty (30) days prior to the termination date of the existing Performance Bond. The Performance Bond must be executed by a surety company of recognized standing, authorized to do business in the State of Florida and having a resident agent.


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Acknowledgement and agreement is given by both parties that the amount herein set for the Performance Bond is not intended to be nor shall be deemed to be in the nature of liquidated damages nor is it intended to limit the liability of the Contractor to the City in the event of a material breach of an Agreement by the Contractor.

4.02 INSURANCE: If the Contractor is required to go on to City property to perform work or services as a result of ITB award, the Contractor shall assume full responsibility and expense to obtain all necessary insurance as required by City or specified in Special Conditions. The Contractor shall provide to the Purchasing Department original certificates of coverage and receive notification of approval of those certificates by the City’s Risk Manager prior to engaging in any activities under this contract. The Contractors insurance is subject to the approval of the City’s Risk Manager. The certificates must list the City as an ADDITIONAL INSURED for General Liability Insurance, and shall have no less than thirty (30) days written notice of cancellation or material change. Further modification of the insurance requirements may be made at the sole discretion of the City’s Risk Manager if circumstances change or adequate protection of the City is not presented. Bidder, by submitting the bid, agrees to abide by such modifications. PART V PURCHASE ORDER AND CONTRACT TERMS:

5.01 COMPLIANCE TO SPECIFICATIONS, LATE DELIVERIES/PENALTIES: Items offered may be tested for compliance to bid specifications. Items delivered which do not conform to bid specifications may be rejected and returned at Contractor’s expense. Any violation resulting in contract termination for cause or delivery of items not conforming to specifications, or late delivery may also result in: - Bidders name being removed from the City’s bidder’s mailing list for a specified period and Bidder will not be

recommended for any award during that period. - All City Departments being advised to refrain from doing business with the Bidder. - All other remedies in law or equity.

5.02 DELIVERY: Time will be of the essence for any orders placed as a result of this ITB. The City reserves the right to cancel any orders, or part thereof, without obligation if delivery is not made in accordance with the schedule specified by the Bidder and accepted by the City.

5.03 PACKING SLIPS: It will be the responsibility of the awarded Contractor, to attach all packing slips to the OUTSIDE of each shipment. Packing slips must provide a detailed description of what is to be received and reference the City of Delray Beach purchase order number that is associated with the shipment. Failure to provide a detailed packing slip attached to the outside of shipment may result in refusal of shipment at Contractor's expense.

5.04 PAYMENT TERMS AND CASH DISCOUNTS: Payment terms, unless otherwise stated in this ITB, will be considered to be net 45 days after the date of satisfactory delivery at the place of acceptance and receipt of correct invoice at the office specified, whichever occurs last. Bidder may offer cash discounts for prompt payment but they will not be considered in determination of award. If a Bidder offers a discount, it is understood that the discount time will be computed from the date of satisfactory delivery, at the place of acceptance, and receipt of correct invoice, at the office specified, whichever occurs last.

5.05 TAX EXEMPTION: The City of Delray Beach is exempt from State Sales Tax and Federal Excise Taxes. Where tax

applies, the invoice must show gross, price, amount of tax, and net price. Exception certificate will be provided upon request.

5.06 PAYABLE INTEREST: Payment of Interest. The City shall not be liable for interest for any reason, whether as prejudgment interest or for any other purpose, and in furtherance thereof Bidder waives, rejects, disclaims and surrenders any and all entitlement it has or may have to receive interest in connection with a dispute or claim based on or related to the bid. Rate of Interest. In any instance where the prohibition or limitations herein are determined to be invalid or unenforceable, the annual rate of interest payable by the City, whether as prejudgment interest or for any other purpose, shall be .025 percent simple interest (uncompounded).

5.07 TOTAL BID DISCOUNT: If Bidder offers a discount for award of all items listed in the bid, such discount shall be deducted from the total of the firm net unit prices bid and shall be considered in tabulation and award of bid.

5.08 BIDS FIRM FOR ACCEPTANCE: Bidder warrants, by virtue of bidding, that the bid and the prices quoted in the bid will be firm for acceptance by the City for a period of one hundred twenty (120) days from the date of bid opening unless otherwise stated in the ITB.

5.09 VARIANCES: For purposes of bid evaluation, Bidder's must indicate any variances, no matter how slight, from ITB General Conditions, Special Conditions, Specifications or Addenda in the space provided in the ITB. No variations or exceptions by a Bidder will be considered or deemed a part of the bid submitted unless such variances or exceptions are listed in the bid and referenced in the space provided on the bidder proposal pages. If variances are not stated, or referenced as required, it will be assumed that the product or service fully complies with the City's terms, conditions, and specifications.


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By receiving a bid, City does not necessarily accept any variances contained in the bid. All variances submitted are subject to review and approval by the City. If any bid contains material variances that, in the City's sole opinion, make that bid conditional in nature, the City reserves the right to reject the bid or part of the bid that is declared, by the City as conditional.

5.10 ACCEPTANCE, CONDITION, and AND PACKAGING: The material delivered in response to ITB award shall remain the property of the Proposer until a physical inspection is made and the material accepted to the satisfaction of the City. The material must comply fully with the terms of the ITB, be of the required quality, new, and the latest model. All containers shall be suitable for storage and shipment by common carrier, and all prices shall include standard commercial packaging. The City will not accept substitutes of any kind. Any substitutes or material not meeting specifications will be returned at the Bidder’s expense. Payment will be made only after City receipt and acceptance of materials or services.

5.11 SAFETY STANDARDS: All manufactured items and fabricated assemblies shall comply with applicable requirements of the Occupation Safety and Health Act of 1970 as amended, and be in compliance with Chapter 442, Florida Statutes. Any toxic substance listed in Section 38F-41.03 of the Florida Administrative Code delivered as a result of any order must be accompanied by a completed Safety Data Sheet (SDS).

5.12 ASBESTOS STATEMENT: All material supplied must be 100% asbestos free. Bidder, by virtue of bidding, certifies that if awarded any portion of the ITB the bidder will supply only material or equipment that is 100% asbestos free.

5.13 OTHER GOVERNMENTAL ENTITIES: If the Bidder is awarded a contract as a result of this ITB, the bidder may, if the bidder has sufficient capacity or quantities available, provide to other governmental agencies, so requesting, the products or services awarded in accordance with the terms and conditions of the ITB and resulting contract. Prices shall be F.O.B. delivered to the requesting agency.

5.14 VERBAL INSTRUCTIONS PROCEDURE: No negotiations, decisions, or actions shall be initiated or executed by the Contractor as a result of any discussions with any City employee. Only those communications which are in writing from an authorized City representative may be considered. Only written communications from Contractors, which are assigned by a person designated as authorized to bind the Contractor, will be recognized by the City as duly authorized expressions on behalf of Contractors.

5.15 INDEPENDENT CONTRACTOR: The Contractor is an independent contractor under this Agreement. Personal services provided by the Proposer shall be by employees of the Contractor and subject to supervision by the Contractor, and not as officers, employees, or agents of the City. Personnel policies, tax responsibilities, social security, health insurance, employee benefits, procurement policies unless otherwise stated in this ITB, and other similar administrative procedures applicable to services rendered under this contract shall be those of the Contractor.

5.16 TERMINATION FOR CAUSE: If, through any cause, the Contractor shall fail to fulfill in a timely and proper manner its obligations under this Agreement, or if the Contractor shall violate any of the provisions of this Agreement, the City may upon written notice to the Contractor terminate the right of the Contractor to proceed under this Agreement, or with such part or parts of the Agreement as to which there has been default, and may hold the Contractor liable for any damages caused to the City by reason of such default and termination. In the event of such termination, any completed services performed by the Contractor under this Agreement shall, at the option of the City, become the City’s property and the Contractor shall be entitled to receive equitable compensation for any work completed to the satisfaction of the City. The Contractor, however, shall not be relieved of liability to the City for damages sustained by the City by reason of any breach of the Agreement by the Contractor, and the City may withhold any payments to the Contractor for the purpose of setoff until such time as the amount of damages due to the City from the Contractor can be determined.

5.17 TERMINATION FOR CONVENIENCE: The City reserves the right, in its best interest as determined by the City, to cancel contract by giving written notice to the Contractor thirty (30) days prior to the effective date of such cancellation.

5.18 CANCELLATION FOR UNAPPROPRIATED FUNDS: The obligation of the City for payment to a Contractor is limited to the availability of funds appropriated in a current fiscal period, and continuation of the contract into a subsequent fiscal period is subject to appropriation of funds, unless otherwise authorized by law.

5.19 RECORDS/AUDIT: The Contractor shall maintain during the term of the contract all books of account, reports and records in accordance with generally accepted accounting practices and standards for records directly related to this contract for the duration of the contract and for three years after the final payment any agreement as a result of the bid, or until all pending audits, investigations or litigation matters relating to the contract are closed, whichever is later. The Contractor agrees to make available to the City or designee, during normal business hours all books of account, reports and records relating to any agreement as a result of this bid.

5.20 PERMITS, TAXES, LICENSES: The successful Contractor shall, at their own expense, obtain all necessary permits, pay

all licenses, fees and taxes, required to comply with all local ordinances, state and federal laws, rules and regulations applicable to business to be carried out under this contract.

5.21 LAWS/ORDINANCES: The Contractor shall observe and comply with all Federal, state, local and municipal laws, ordinances rules and regulations that would apply to this contract.


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EXHIBIT A

5.22 UNUSUAL CIRCUMSTANCES: If during a contract term where costs to the City are to remain firm or adjustments are restricted by a percentage or CPI cap, unusual circumstances that could not have been foreseen by either party of the contract occur, and those circumstances significantly affect the Contractor’s cost in providing the required prior items or services, then the Contractor may request adjustments to the costs to the City to reflect the changed circumstances. The circumstances must be beyond the control of the Contractor, and the requested adjustments must be fully documented. The City may, after examination, refuse to accept the adjusted costs if they are not properly documented, increases are considered to be excessive, or decreases are considered to be insufficient. In the event the City does not wish to accept the adjusted costs and the matter cannot be resolved to the satisfaction of the City, the City will reserve the following options: 1. The contract can be canceled by the City upon giving thirty (30) days written notice to the Contractor with no penalty

to the City or Contractor. The Contractor shall fill all City requirements submitted to the Contractor until the termination date contained in the notice.

2. The City requires the Contractor to continue to provide the items and services at the firm fixed (non-adjusted) cost

until the termination of the contract term then in effect. 3. If the City, in its interest and in its sole opinion, determines that the Contractor in a capricious manner attempted to

use this section of the contract to relieve them of a legitimate obligation under the contract, and no unusual circumstances had occurred, the City reserves the right to take any and all action under law or equity. Such action shall include, but not be limited to, declaring the Contractor in default and disqualifying him for receiving any business from the City for a stated period of time.

If the City does agree to adjusted costs, these adjusted costs shall not be invoiced to the City until the Contractor receives notice in writing signed by a person authorized to bind the City in such matters.

5.23 ELIGIBILITY: If applicable, the Contractor must first register with the Department of State of the State of Florida, in accordance with Florida State Statutes, prior to entering into a contract with the City.

5.24 PATENTS AND ROYALTIES: The Contractor, without exception, shall indemnify and save harmless the City and its employees from liability of any nature and kind, including cost and expenses for or on account of any copyrighted, patented or un-patented invention, process, or article manufactured or used in the performance of the contract, including its use by the City. If the Contractor uses any design, device, or materials covered by letters, patent or copyright, it is mutually agreed and understood without exception that the bid prices shall include all royalties or costs arising from the use of such design, device, or materials in any way involved in the work.

5.25 ASSIGNMENT: Contractor shall not transfer or assign the performance required by this ITB without the prior written consent of the City. Any award issued pursuant to this ITB, and the monies, which may become due hereunder, are not assignable except with the prior written approval of the City Commission or the City Manager or City Manager’s designee, depending on original award approval.


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EXHIBIT B

TABLE OF CONTENTS TABLE OF CONTENTS ........................................................................................................................................................... 1

1 SECTION 1 - EXECUTIVE OVERVIEW .............................................................................................................................. 3

2 SECTION 2 - VENDOR INFORMATION ........................................................................................................................... 3

2.1 CONTACT INFORMATION .................................................................................................................................................... 3

2.2 VENDOR BACKGROUND ...................................................................................................................................................... 4

2.3 SYSTEM MANUFACTURER BACKGROUND ............................................................................................................................... 4

2.4 REFERENCES .................................................................................................................................................................... 5

3 SECTION 3 - CURRENT PBX INFRASTRUCTURE AND ENVIRONMENT ............................................................................. 5

3.1 DEPARTMENTS ................................................................................................................................................................. 5

3.2 VOICE INFRASTRUCTURE ..................................................................................................................................................... 6

3.3 IT INFRASTRUCTURE .......................................................................................................................................................... 9

3.4 VOIP COMPATIBLE NETWORK ........................................................................................................................................... 10

3.5 VOIP READINESS ............................................................................................................................................................ 11

4 RFP REQUIREMENTS .................................................................................................................................................. 11

4.1 TURN-KEY PRICING ......................................................................................................................................................... 11

4.2 CRITICAL CONSIDERATIONS ............................................................................................................................................... 11

4.3 MANAGED SERVICES ....................................................................................................................................................... 17

4.4 NON-COMPLIANCE ......................................................................................................................................................... 18

4.5 RECOMMENDED OPTIONAL UPGRADES ............................................................................................................................... 18

5 PHONE SYSTEM .......................................................................................................................................................... 18

5.1 SPECIFIC REQUIREMENTS .................................................................................................................................................. 18

5.2 SYSTEM ARCHITECTURE .................................................................................................................................................... 20

5.3 SOFTWARE .................................................................................................................................................................... 21

6 VOICE OVER IP ........................................................................................................................................................... 21

6.1 SPECIFIC REQUIREMENTS & NETWORK READINESS ASSESSMENT SCOPE OF WORK ...................................................................... 21

6.2 VOIP SPECIFICATIONS ...................................................................................................................................................... 24

6.3 ENCRYPTION .................................................................................................................................................................. 24

7 VOICE MAIL PLATFORM ............................................................................................................................................. 24


7.2 VOICE MESSAGING SYSTEM DESCRIPTION ............................................................................................................................ 24

7.3 VOICE MAIL SECURITY AND ADMINISTRATION ...................................................................................................................... 25

8 UNIFIED COMMUNICATIONS AND COMPUTER TELEPHONE INTEGRATION (CTI) ........................................................ 25

8.1 INTEGRATED MESSAGING ................................................................................................................................................ 25

8.2 UNIFIED COMMUNICATIONS AND COLLABORATION ............................................................................................................... 26

8.3 COMPUTER TELEPHONE INTEGRATION ................................................................................................................................ 26

8.4 MOBILITY APPLICATIONS (FIND ME/FOLLOW ME) ................................................................................................................ 26


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RFP 2016-049 Voice over Internet Protocol (VoIP) Exhibit B – Page 2

9 SYSTEM ADMINISTRATION REQUIREMENTS .............................................................................................................. 26


9.2 SYSTEM ADMINISTRATION QUESTIONS ................................................................................................................................ 27

9.3 SYSTEM MONITORING AND DIAGNOSTICS ............................................................................................................................ 27

9.4 SOFTWARE UPGRADES AND PATCHING ................................................................................................................................ 27

10 IMPLEMENTATION REQUIREMENTS ....................................................................................................................... 27


10.2 INSTALLATION ................................................................................................................................................................ 28

10.3 TRAINING ...................................................................................................................................................................... 28

10.4 USER ACCEPTANCE TESTING .............................................................................................................................................. 29

10.5 CUTOVER COVERAGE ....................................................................................................................................................... 29

10.6 SYSTEM ACCEPTANCE ...................................................................................................................................................... 29

11 WARRANTY, MAINTENANCE AND CUSTOMER SUPPORT ........................................................................................ 30


11.2 WARRANTY QUESTIONS ................................................................................................................................................... 30

12 VENDOR RESPONSE REQUIREMENTS ..................................................................................................................... 31


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1 SECTION 1 - EXECUTIVE OVERVIEW In this section, the Vendor should deliver an introduction to, and summary of, the Request for Proposal (RFP) response and its specific fit for the City of Delray Beach. The introduction and summary should be structured so anyone reading only this section will have a clear understanding of the response and why the solution best fits the City of Delray Beach specific requirements. The City of Delray Beach requires a/or multiple Visio (or equivalent) drawing that shows the internetworking of all equipment quoted. Please limit your response to 2-4 pages and directly address the City of Delray Beach requirements. 2 SECTION 2 - VENDOR INFORMATION 2.1 CONTACT INFORMATION Description Response

Bidding Company Name:

Head Office Address:

Branch Office (responding to this RFP) Address:

Sales Representative name, telephone number and email address:

Technical Advisor name, telephone number and email address:

State the name and model number for the manufacturer, telephone system, and voicemail system being proposed?

What model numbers of telephones are being proposed?

What is the ACD manufacturer, platform and software level being proposed?

What is the IVR manufacturer, platform and software level being proposed?

Will the Vendor install the product or use business partners?

Will the Vendor sub-contract any portion of their Scope of Work in this RFP, if so to whom?

# of manufacturer certified technicians employed by the Vendor within 2-hour driving distance of the City of Delray Beach; and total # of technicians certified on this platform.

Which Warranty/Maintenance Level or Package is included in the base proposal for the first year and additional years?

Who will provide warranty/maintenance service and who will City of Delray Beach call when service is needed (Vendor, Manufacturer, Joint, other, etc.)?

1st date choice for demonstration if considered for shortlist:

2nd date choice for demonstration if considered for shortlist:


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2.2 VENDOR BACKGROUND 2.2.1 Provide a brief (two or three paragraphs) overview and history. Describe the organization of your

company.

2.2.2 Please state how many years your company has been installing this manufacturer, this system, and this particular model. How many customers does the Vendor have with this exact same system and version, installed within 2 hours of City of Delray Beach’s City Hall?

2.2.3 How many offices does the Vendor have in North America? What is the address of the closest permanent physical office to City of Delray Beach where you maintain inventory for the repair of the system you are quoting? If applicable, how will the Vendor provide sales, installation, warranty and maintenance support in cities where they have no on-site personnel?

2.2.4 City of Delray Beach prefers that the project manager and lead engineer for this project be based within a 2-hour drive of City of Delray Beach City Hall. Please confirm your intended compliance. Please summarize your process for training and certifying Project Managers, Lead Engineers, and Lead Technicians.

2.2.5 Please summarize your Manufacturer certifications, sales volume, Distributor tier and any special recognition awarded by the system manufacturer you are proposing.

2.2.6 Please summarize your Microsoft certifications, sales volume, Vendor tier and any special recognition awarded by Microsoft.

2.2.7 Briefly summarize the typical Scope of Work, Project Plan, and process for deploying a solution such as the one described in this RFP. (1-2 paragraph maximum, details can be provided in following sections.)

2.2.8 Briefly describe Vendor’s standard procedures for cutover coverage, trouble identification/reporting, and punch list resolution. (1-2 paragraph maximum, details can be provided in following sections.)

2.2.9 Briefly describe Vendor’s standard procedures for warranty and maintenance coverage, who would provide maintenance labor and hardware, and how repairs would be provided. (1-2 paragraph maximum, details can be provided in following sections.)

2.2.10 Q. If we were to choose to partner with another vendor to accomplish multiple sections of this RFP, would we have to list all of the partnered companies employees for the Workers Compensation Insurance and compliance & DRUG FREE…etc., as part of the responses for the questions? Even if they are temporary? Not as part of the proposal, but prior to commencement of work if you are awarded the contract.

2.2.11 Q. How should we portray that we are partnering with an additional company in the proposal? Please use Contact Information in table 2.1

2.3 SYSTEM MANUFACTURER BACKGROUND 2.3.1 Provide a brief (two or three paragraphs max) overview and history of the manufacturer of the system

being proposed.

2.3.2 What is the manufacturer’s annual sales volume, net earnings, R&D spend and market-share (citing source) for the last year?

2.3.3 Briefly summarize the history of the solution platform being quoted that has brought it to its current point of development. Summarize the future vision of the system.

2.3.4 If Manufacturer will be providing warranty and maintenance coverage, answer the following question. How would City of Delray Beach open tickets, receive service, obtain replacement parts, and get onsite support through the manufacturer? (1-2 paragraph maximum, details can be provided in following sections.)


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2.4 REFERENCES Proposer shall submit a minimum of three references where similar work of similar size and nature is currently in process or recently completed for this engagement. The City prefers references from cities or municipalities in Florida. These references may affect the award of the contract. The City of Delray reserves the right to contact any of the organizations or individuals listed or any others that may stem from the inquiry. Include the following information for each reference:

Company name

Location

Contact name and position

Contact phone number

Contact email address

Products installed

Size of system

How long installed

2.4.1 In addition, provide at least one reference of a customer that has experienced negative service issues. Please describe how your organization responded to the issue(s) and possibly improved internal processes.

Company name

Location

Contact name and position

Contact phone number

Contact email address

Products installed

Size of system

How long installed

3 SECTION 3 - CURRENT PBX INFRASTRUCTURE AND ENVIRONMENT

For each section below, please respond on Schedule B whether the solution being proposed will operate in the environment being described. If the solution is non-compliant with any section below, please add comments to Schedule B.

3.1 DEPARTMENTS Below are some of the major departments within the City of Delray Beach:

City Manager’s Office Parks Maintenance Economic Development

City Clerk’s Office Fire Department Community improvement


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Planning and Zoning Police Department City Attorney

Human Resources Parks and Recreation Finance

Environmental Services Golf Course

3.2 VOICE INFRASTRUCTURE The City of Delray Beach has Nortel, Meridian Norstar telephone equipment at the following locations that will be replaced in this project:

Location Equipment Count: Addition info

City Hall, Community Center, City Attorney Offices

Nortel Option 11 195 stations and Switchboard, paging in building/planning area. 33 analog non system (i.e. fax, IVR, alarms)

Installed in 2003, currently at max capacity

Police Department Nortel Option 11 238 Stations, Gate Dialer, Monitor line, 5 Ring-down lines, 15 analog lines

Installed in 2005

Fire Station 1 Meridian Norstar 45 stations, 9 Ring-down phone sets, Paging System, 23 analog lines

Installed in 1991 – cannot add any stations and or lines to system

Fire Station 2 Meridian Norstar 10 stations, 1 Ring-down phone set

Installed in 1991

Fire Station 3

Meridian Norstar

8 stations, 1 Ring-down phone set

Installed in 1997

Fire Station 4 Norstar BCM 11 stations, 1 Ring-down phone set

Installed in 2008


Installed in 1991


Installed in 1998

Lakeview Golf Course Meridian Norstar 4 Stations Auto attendant, 2 analog

Installed in 1998

Wellness Center Comdial DX-80 11 stations, fax

Municipal Golf Course Meridian Norstar 12 Stations, Auto attendant, 7 Centrex lines for Alarm, fax, Payment

Install in 1998


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Environmental Services Nortel Meridian 60 stations, 16 Centrex lines

Community Land Trust Centrex lines 7 stations Non-system sets

Catherine Strong Park Centrex lines 2 stations Non-system sets

Pompey Park Centrex lines 9 stations, 1 fax Non-system sets

Veterans Park Centrex Lines 2 stations, 1 fax Non-system sets

Miller Park Centrex Lines 2 stations Non-system sets

Teen Center Centrex Lines 2 stations, 1 fax Non-system sets

Delray Volunteer Center Centrex Lines 1 stations Non-system sets

Delray Tennis Center Centrex Lines 4 stations, 5 analog Non-system sets

Tennis Center Ticket Booth Centrex Lines 1 line Non-system sets

Pompey Pool Centrex Lines 2 stations, 1 fax Non-system sets

Delray Swim and Tennis Centrex Lines 2 stations, 1 fax, 1 Credit Non-system sets

Soccer Complex Centrex Lines 2 fire alarm lines Non-system sets

Neighborhood Resources Centrex lines 9 stations, 1 fax Non-system sets

Delray PD Sub-Station Centrex lines 9 stations, 1 fax Non-system sets

Delray PD Training Center Centrex Lines 4 stations Non-system sets

Federspiel Garage - Elevators/Alarms

Centrex lines 3 analog lines Non-system sets

Ocean Rescue Headquarters Centrex lines 4 stations, 2 fax Non-system sets

Parks Maintenance Centrex Lines 10 stations 1, fax Non-system sets

Old School square Parking Garage

Centrex lines 5 analog lines (i.e. Elevators, alarms, attendant office)

Non-system sets

Delray Center for the Performing Arts

Centrex Lines 24 Centrex only- do not support phone system

Lines only – we do not support their phone system

Delray Beach Public Library Avaya 26 stations

The Nortel, Meridian Norstar telephone systems are networked together to provide in-system calling and common voice mail. We believe that there is currently a combination of both software and Centrex providing the networking. Station counts and Equipment types are as shown in the table above as background, most sets having either 4 or 8 assignable line appearance / speed dial keys. The City is currently supporting 600 Stations (handsets) and about 500 Voicemail boxes and 392 Centrex analog sets at different locations. There is probably voicemail on the Centrex, but we are not aware of all of the capabilities at this time. Again, we are relying on your experience and expertise in the calculations. Each conference room requires a conference/speaker phone. We are unsure of the exact number, but think it is around 50. In addition, the City has approximately 60 Analog/Centrex lines for Fax, IVR and other analog interfaces at the various city locations. Lastly, the City has Centrex services w analog stations at 22 Sites.


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Q. Please provide call arrival patterns to assist in sizing needed call paths. We do not have any information regarding call paths. Most users have DID numbers that ring directly to their desks.

Q. Will we be integrating into current 911-telephony system? If so what is currently being used? There are ring-down lines at each fire station that go directly to 911 dispatch. We do not know how this is currently integrated.

Q. Are the 500 mailboxes currently at the city inclusive of the 392 Centrex lines? There is probably voicemail on the Centrex, but we are not aware of all of the capabilities at this time.

Q. Are there any call boxes located at any city locations? The ring-down sets are for emergency use outside of each Fire station and ring directly to Police dispatch. There is a red phone installed outside of each Fire station that rings to Police Dispatch.

The City uses a public address (PA or paging) system in the fire stations and building/planning department. A code or a soft button at selected telephones accesses the PA system, and the Nortel telephone system dials an analog line interface to the PA system at these three sites for overhead announcements. In addition, Nortel speakerphones are accessed by paging at City Hall.

The City uses Nortel CallPilot voice mail system. The CallPilot system must be replaced as part of this project as described further below. The City has approximately 3 department numbers that are answered by automated attendant (AA) calling trees working on the CallPilot during non-business hours and/or when the numbers are not answered live before a timeout.

The City has three (3) PRI telephone company (telco) trunk circuits from AT&T terminating at the City Hall, and Police Station which are intended to be replaced by new SIP trunks. It is intended that one (1) SIP trunk and one (1) PRI will terminate at City Hall as well as one (1) SIP trunk at the second data center location, which will be the failover site. DID numbers are (243-1700 - 7499), (330-6004 – 6059), (243-7500 – 7620), (243-7630 – 7699). Emergency 911 calls are handled by the Cities public-safety Dispatch.

3.2.1 Existing Telephony Topology

PRI

AT&T - PSTN

CHNortel Option 11

PDNortel Option 11

FS-6Meridian Norstar

WCComdial DX-80

ESMeridian Norstar

LGCMeridian Norstar



FS-4 Norstar



PRI

Centrex PBX services

Ext to Ext dialing and off premise dialing

PRI

1

1

Ext to Ext and failover. Using part of the PRI

CC

CA

GCMeridian Norstar

FS-Fire StationPD-Police StationCH-City HallWC-Wellness CenterES-EnvironmentalGC-Golf CourseLGC-Lakeview Golf CourseCA-City AttorneyCC-Community Center

Existing PBX infrastructure


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3.3 IT INFRASTRUCTURE 3.3.1 Operating systems and Communications Applications

The City of Delray Beach uses the following major operating systems and communications applications in their Departments. The proposed solution should be manufacturer certified to work in the following environments:

• Window Server 2008,2012 • Active Director 2008 r2 • City of Delray Beach VPN users connect to their VPN accounts through a 3005 concentrator • Microsoft Exchange 2010 (we will be moving to Microsoft Office 365) • IVR Selectron • Outlook Web Access, TMG • Nortel CallPilot voice mail system, OTM server

Please note any concerns or questions with these communications applications. 3.3.2 Virtual Servers

Please note any concerns or questions you may have with running in a virtualization environment. Vendor is required to list the virtual server requirements (CPU cores, RAM, HD, etc.) for the proposed solution in an attachment (see Attachment 13.1.2). City is currently using VMWare environment but will be moving to Hyper-V environment. Vendor will be required to supply hardware and licenses for proposed virtual environment. 3.3.3 Software Distribution and Updating Requirements

City of Delray uses Desktop Authority (ScriptLogic) to install and update software on user computers. Vendor is responsible for creating a “pushable” installation package that will install as a silent installation that will not require administrator account at desktop, per user customization, IT visits to each desktop, or end user customization.

3.3.4 Workstation and VDI Personal Computing Standards

There is not currently one standard configuration for desktop computers. All desktop computers are a mix of Dell and HP computers; however, the configuration ranges from older Dell Optiplex 755 PC’s with Pentium 4, 3.0 GHz processors, 80 GB hard drives, 1GB RAM, CD-ROM drives, 17” Dell LCD monitors to the current PC’s which are HP ProDesk Pentium i5 2.0 GHz 1TB HD 4GB or 8GB RAM, 22in Wide screen flat panel monitor.

• Hardware – Laptop Again, there is no one standard configuration for laptop computers. The majority of laptops are Dell computers; however, the configuration ranges from older Dell Latitude D600 laptops with Pentium M 1.7 GHZ processor, 2 GB RAM, 80 GB hard drive, 8x DVD+/- RW, 14.1” LCD screen to current Dell Latitude E6510 laptops with Intel® Core™ i5-580M (2.66GHz, 3M cache), 15.6" HD+(1600x900) Wide View Anti-Glare LED, 3.0GB, DDR3-1333MHz SDRAM, 250GB 7200rpm Hard Drive) • Software

o The majority of computers are running Windows 7 Professional SP1. o The majority of computers are running Office 2010 Professional Edition but your solution should also

be compatible with Office 365 Online o The majority of computers are running IE9-10 and Chrome. o McAfee Antivirus.

We will require a test of any software that will be loaded on the desktop or smart phone with our standard system image to ensure compatibility. Are there any known compatibility issues with any of the software or hardware above?


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3.4 VOIP COMPATIBLE NETWORK Vendor can make the following assumptions in order to configure their proposed solution:

3.4.1 City of Delray Beach’s current preference is to run the VoIP network on a converged backplane with the telephone connected to a Power over Ethernet LAN switch through the wall jack, and the computer connected to the telephone. This is contingent on the ability of the telephones to provide an IP address, separate VLAN, and different QoS prioritizations to voice and data. If you cannot support this requirement, please explain your workaround solution below.

3.4.2 Q. Will a Low Voltage permit be required for this work? If yes will it be one permit for all or one per Building or location? Yes, a Low voltage permit will be required. The City Electrical Inspector will allow a blanket permit for all buildings.

3.4.3 QoS is not currently deployed in the LAN but all network equipment is intended to be capable of supporting QoS when needed.

3.4.4 For the purposes of this RFP you can assume:

3.4.4.1 2 x Category 5 or better data drop per office/cubicle

3.4.4.2 All cable will be certified and labeled prior to the deployment of the new phone system.

3.4.4.3 Q. The City will need additional network drops installed for the access points for Public/Private Wi-Fi in each building. We may need some additional drops for courtesy phones in locations where there is currently only a phone device and no PC or user.

3.4.4.4 Q. Would the city be able to use the secondary data port for Voice or Data in case the suggestion would be to separate the network? Yes, we believe that most workstations currently have 2 data ports wired, but only 1 may be tied into a current switch port.

3.4.5 Ethernet to all core sites having VoIP phones, running over City routers.

3.4.6 Internet based IP-VPN, with no QoS, connectivity to remote workers using either VoIP desk phones or soft phones.

3.4.7 APC , cabinets in the Server Room with square holes available for additional servers in the existing virtual environment

3.4.8 Q. Floor plans for City buildings are not available

3.4.9 Q. Please confirm current station count is 621. There are 2 existing CAT5e drops at each station? We do not have the exact numbers for station count. We believe that most stations do have 2 existing drops, but there may be some with only 1 drop.

3.4.10 Q. Are all the phones by the computers in the arts building? We currently do not provide any support to the Arts building, but the phone lines are on the City’s AT&T bill, so these will be replaced with VoIP and SIP.

3.4.11 Q. Please confirm that current secondary/DR site is Police Department. When new DR site is established (which is supposed to be before new system deployment) secondary/DR equipment will be in new DR location and Police Department will be configured as any other municipal building? That is correct, most of the current equipment located in Police data center will be relocated to the new colocation site.

3.4.12 Q. Since new DR location will be a part of the new system deployment schedule, what other requirements are there for the new DR site in terms of USER/PC locations, Standalone IP phones, Conference Rooms, Wi-Fi coverage, etc. for this location? New colocation site will be racks in a stand-alone cage. There will be no normal user/PC requirements for this site. A room at this site may need to be activated in case of a disaster to Delray Beach City Hall.


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3.5 VOIP READINESS The City of Delray Beach network will support the following as a minimum (we have also noted desired performance in parenthesis, although this level will not be guaranteed):

• Latency <150ms (80ms)

• Average Jitter <80ms (40ms)

• Packet Loss <1% (0.1%)

• Peak WAN utilization <80% (50%) – see note below

4 RFP REQUIREMENTS This section contains minimum requirements for the proposed system. For each section below, please respond on Schedule B whether the solution being proposed meets the minimum requirements.

4.1 TURN-KEY PRICING Pricing must be provided for each element in this section and any proposal that does not provide pricing in the base price or optional price section (as defined by Schedule A) will be considered non-responsive. If Vendors require any further information or discovery in order to respond, it is important that they provide all questions as early as possible in the RFP process to allow the city internal department to research and reply. Pricing should be turnkey including discovery, design, implementation, integration, testing, training, hardware, shipping and handling charges (if applicable), sales tax, trip charges (if applicable), software, maintenance, support and any other cost associated with the quoted system. Any responses along the lines of “Further information is required to provide firm pricing”, or “Various methodologies exist to meet Customer requirements, pricing can be provided upon further discovery” will be considered non-responsive.

4.2 CRITICAL CONSIDERATIONS Confirm compliance with each of the following key RFP Requirements on Schedule B and explain how the proposed solution meets these requirements.

4.2.1 Business Continuity

The following is the City of Delray Beach minimum requirements for resiliency of the quoted system to provide enhanced business continuity. Explain below how this level of reliability is provided by the system at the turnkey price.

4.2.1.1 No Single Point of Failure (99.99% availability) for core applications – Any element in your design that would cause the failure of a significant portion of the system should be made redundant. If redundancy is not available for this element, then the element should be duplicated or made highly available by adding hot swappable redundant power supplies, RAID hard drives, etc. In addition, software upgrades should be able to be loaded to the system while in operation with no or momentary downtime to implement the software patch. This refers to your applications and solutions that you are proposing. These will be hosted in the City Hall Data Center and a second colocation site.

4.2.1.2 It is acceptable for ancillary systems such as reporting, call recording, call recording system to be unavailable while a cold spare is provisioned or a server rebuilt/recovered. However, the Call Center should be able to continue answering calls, queuing calls, providing announcements, accruing statistics even if the primary server fails.

• Q. How many named ACD agents (including Sups who take calls) We do not currently have a call center, but see the need for a call center environment for Utility Billing customer service.

• Q. How many will be logged in simultaneously it could be between 2 and 6 for Utility Billing.


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• Q. How many ACD Departments currently none • Q. How many Scripts in all departments total currently none • Q. How many concurrent and named agent/operators in Dispatch that need full

time call recording currently none 4.2.1.3 Mirrored Redundancy for Call Processing – Hot standby failover to a synchronized secondary

processor that has a synched database copy and awareness of all calls in progress. Active calls should not be dropped and phones should home to the secondary server immediately when idle without rebooting the phone. When the primary server is brought back into service, phones should not require a reboot to recover to the primary processor. Provide optional pricing for Mirrored Redundancy where indicated on Schedule A. Vendor should also list any other recommended redundancy where indicated in Schedule A.

4.2.1.4 Geographic Redundancy is required for the proposed solution, where servers are located at City Hall data center and at the Second Data Center facility. In the case of a failure of the fiber to City Hall, or other hardware failure at City Hall, all VoIP, Voice Mail, and ACD functionality should re-home to servers in the Second Data Center facility, which facility will have its own trunk (SIP) connection to the public switched telephone network (PSTN). City will have Fiber connection to the Second Data Center facility. Please explain how this functionality would work, any WAN requirements or considerations, how long a failover would take, and how the system would recover to normal operation upon recovery of the primary location. Lastly, would the Second Data Center facility be “active” for DR users in the configuration quoted or would they simply be failover servers?

4.2.1.5 Survivable Gateways are required in the proposed solution, including: all sites that have a PBX system today. If a survivable location loses connection to the central call processor and fails into local survivable mode the location should retain internal calling features and the ability to dial 911 over attached analog lines used as trunks. Describe the specific features that will be lost in local survivable mode.

4.2.1.6 Q. For the failover at each site using SRST each site will need to have some sort of TDM/POTS connection for failover. Will this type of failover be desired at each site or only the failover to the redundant server at the datacenter? The failover to the redundant server at the data center is paramount, TDM/POTS connections at each site will depend on your design for the project. We envision that each site will have a 1FB connected to a gateway for e911 and backup dial tone. We prefer to have fax machines included in our Print Management solution and using Internet fax through an MFP.

4.2.1.7 Installation and Decommissioning of older PBX system: Security should be considered through the entire lifecycle of the system. Standards should include security policies for network devices, specific configuration examples and a security template for removing unnecessary services and factory default configuration settings not needed for the intended application for the devices. Load proper code version / operating system (OS) and version should standardize if at all possible. Properly document devices for future reference and keep a good list of active inventory. Diligence should be taken when decommissioning equipment. Archive configuration for future reference if any issues or question come up after replacement of decommissioned equipment. Remove all configurations from device – make sure all copies of the configuration have been removed from NVRAM and all flash memory. Remove decommissioned devices and return to IT for proper disposal. All returned items should be placed in a box and a proper inventory list located on the box. Clean up as you go and all wiring should be well ordered and label for future servicing and troubleshooting.

4.2.2 Integrated Messaging:

The City of Delray Beach requires voice mail integrated to email messaging and it defines Integrated Messaging in this section as well as in section 9 below. The City’s present Nortel CallPilot voice mail system today and must be replaced as part of this project. Vendor is asked to provide an all-new integrated messaging voicemail solution to meet these requirements, balancing the need for lowest total cost against the potential for improved integration and supportability. Please state whether the


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voicemail solution being quoted is compliant in its base pricing, or whether it is an extra cost add-in, and briefly discuss how this functionality is provided. Provide pricing for required integrated messaging voice mail where indicated on Schedule A.

4.2.2.1 Voicemail messages appear in user’s Email Inbox on their computer, Outlook Web Access, smartphones (iPhones, Android, etc. ActiveSync), tablets (iPads, Microsoft Surface, etc.);

4.2.2.2 Email Inbox, Smartphone/Tablet Inbox and Voicemail Mailbox remain in sync as messages are played and deleted;

4.2.2.3 Voicemail messages that are listened to from the computer or Smartphone/Tablet will turn off the Message Waiting Indicator on the phone system;

4.2.2.4 Messages that are deleted from the computer or Smartphone/Tablet are deleted from the voicemail store and moved to the deleted items folder;

4.2.2.5 Messages that are deleted through the telephone user interface of the voicemail are deleted from the email and Smartphone/Tablet inbox.

4.2.2.6 Messages can be saved to personal folders, or document management system by dragging and dropping from Outlook (does not require a user to “Save As” a message for retention).

4.2.3 Instant Messaging and Presence (IM/P):

The City of Delray may be interested in an Instant Messaging and Presence (IM/P) application that would be easy to deploy and be native to the proposed solution. Please summarize the components and discounted/installed pricing to add desktop Instant Messaging, Collaboration, desktop video, presence, and buddy lists through the telephone system’s native application or your recommended alternate. Provide optional pricing for 200 users (which includes employees who will not have dedicated phones on the system, but that will have a user profile) on Schedule A. We do not utilize any instant messaging today. If your solution includes instant messaging as part of unified communications, we will implement as base proposal. If it is not included, it will be added as an option. We are requesting the use of IM video chat for smart phones/tablets for users already in the count, but some offsite users do not have dedicated desks or handsets.

4.2.4 Enhanced 911 (E911):

The following functionality, generally referred to as E911 compliance, is required by Customer in the turnkey pricing. Please state your compliance, and briefly describe how your solution could meet the following requirements, as well as your overall E911 strategy and abilities.

4.2.4.1 Send station specific location information to the public-safety answering point (PSAP) through Inform 911 functionality on digital trunks.

4.2.4.2 Notify internal extensions through on-display, email, or other real-time means when a user dials 911, and what extension has placed that call. This allows internal first aid staff to respond to emergencies immediately. The City has experienced unintended calls to 911 since the current outside access line access code is “9” and the City is considering changing the outside access code to “8” to reduce such unintended calls.

4.2.4.3 Provide specific Emergency Location Identification (ELIN) or Automatic Location Identification (ALI) information to the PSAP to allow for correct identification of the callers location. We are looking for location address of each building only.

4.2.4.4 Automatically update the user’s location when they log in to a different phone with their same extension or move their phone to a different area of the building, or to a different office.

4.2.4.5 Assign a temporary Dialed Number Identification Service (DNIS) number to any extension that does not have a Direct Inward Dialed (DID) number to allow the PSAP to call the station back in an emergency.

4.2.5 Session Initiation Protocol (SIP) Trunking:


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The City of Delray Beach will be using new SIP concurrent call paths (CCP or trunks) for PSTN access, to be provisioned over new dedicated data lines terminating at the City Hall and at the Second Data Center facility. SIP would then replace two (2) the existing PRI trunks terminating at (1) City Hall, (2) Second Data Center facility for all PSTN calling and one (1) PRI will remain at City Hall for faxing and other analog services . Provide pricing for SIP trunking, including any session border control (SBC) and associated equipment to terminate SIP at both locations, and considering that the proposed solution would not then use PRI trunks for VoIP dialing.

Q. We have not run any call reports on existing systems and anticipate 200 session SIP circuits will suffice. Again, we are relying on your experience and expertise in the calculations.

4.2.6 Automated Attendant (AA):

The City of Delray Beach requires automated attendant functionality to answer approximately thirteen department main number(s). For the purposes of this RFP, Automated Attendant (AA) will refer to announcement trees and dialed-input options that do not require integration with customer databases or CRM. The proposed system should have the ability to provide reports on Automated Attendant traffic, including which options are chosen, where callers hang-up, and where callers are transferred to departments. Explain below how automated attendant is provided by the system at the turnkey price. Q. Going forward with the additional extensions and lines not used on your Call Pilot, you will have heavier traffic. With now having well over 200 trunks in place on the new system, please give a baseline number of simultaneous calls to be answered at one time that we all can bid too? This would be very helpful and give the ability to make the bids identical. We are requesting 200 Sip Session circuits or whatever you engineer in your proposal. We are expecting the vendor to propose the best solution for our needs.

4.2.7 IVR:

The City utilizes Selectron IVR for Utility Billing and Permit inspection scheduling. Describe whether the solution can integrate with this IVR for call transfers between the two systems. Also, please note the City of Delray Beach is looking to purchase a new ERP system. Note any experience you may have with Tyler Munis, New World Logos and SunGard One Solutions as it relates to IVR and database integration. Q. Selectron IVR will be remaining in place. We are currently under a project to upgrade the server by May, 2016. The system will integrate through 8 SIP trunks connected to a Dialogic media gateway. Callers will also be able to zero out of the IVR and connect back to a live person. Where is this IVR located? Will it be moved to the colocation when built? How many analog lines are being used and on what system or Centrex locations? Are these lines counted anywhere within RFP totals? IVR is in the City Hall Data Center. It will need 8 SIP trunks. Yes the lines are approximately represented in the RFP.


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4.2.8 Multiple Line Appearances:

The City’s departments generally have line appearances of the department main line on multiple sets, often 3 to 4, so that multiple people can answer the department line. The City is interested in how this functionality would be provided in Vendor’s solution. Describe whether secondary (rollover) lines would be needed at stations, so that one call could be placed on hold, and a second call answered. Describe how to transfer a call, with and without first talking to the called party, and how to transfer directly to voice mail. Describe whether the department line rings at all stations, or can be set to ring at just selected stations, and whether the department line rings (or not) if that station is off hook (to avoid interfering with a call in progress). Describe whether the main department line has a distinct message waiting indicator (MWI) that is separate from that of a private line at that station. Explain how all of this is provided by the system at the turnkey price.

4.2.9 Music on Hold:

Please describe how your system will provide music on hold at these locations, including the interface. The City of Delray Beach desires music on hold (MoH) at all locations. In order to minimize traffic on the WAN in a VoIP implementation, the system should be able to provide music on hold from the PSTN gateway at each location. Please describe if the system provides the ability to play standard .wav or .mp3 files as music on hold from a file saved on the gateway. Please describe if the system can provide multicast music on hold that would stream one audio connection to each location (not one audio connection for every call on hold). Please describe if the system can be configured to stream music on hold as G.711 while the rest of the VoIP traffic between locations is G.729. Please note if conference calls that are put on hold while adding parties are able to speak with each other and not hear music on hold. This application should be included in the base pricing.

Q. -Will multicast routing be required? We currently do not have MoH, so whatever solution you provide will be an upgrade to the current configuration.

4.2.10 Recent Calls Display:

The City is interested in an easy display of recent calls at an extension with Caller ID, so that the user can easily scroll back through recent calls to see the Caller ID information, date/time, and call duration. Describe your solution below.

4.2.11 Public Address (PA):

The City desires PA / paging , ideally up to the count of all proposed telephone stations having speakers, with up to 10 zones. Describe your solution below, including optional pricing in Schedule A:

• Configure our Legacy Paging Interface (LPI) feature or Integrate with hardware (zone controller/paging amplifier)

• Evacuate or lockdown your facility quickly and effectively

• Protect our staff with a discreet call button for security or police

• Send automated weather alerts to staff

• Automatically monitor, record, and send an alert when an emergency number like 911 is dialed

• Q. -Will multicast routing be required? We currently do not have PA, so whatever solution you provide will be an upgrade to the current configuration.

• Q. Does any Legacy Paging need to be intergraded? If so, please describe current systems. We are unsure of the current paging systems, but we are interested in VoIP paging through handsets, or overhead speakers in areas that it may be required.

• Q. What type of paging systems is being used? We are not aware of the paging systems type. We were only advised that there currently is paging in a few of the fire stations and other buildings.

• Q. What interface is used? We are not aware of the paging systems interface.

• Q. Is there zoned paging? Zoning information? We are not aware of the paging systems configurations.


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• Q. Do you want page over speaker phone? Yes

4.2.12 On-Demand Call Recording:

The City is interested in having the system provide ad-hoc “on demand” call recording for up to ten (10) selected users (e.g. Utility, PD Dispatch). Please describe how you would provide this functionality, whether desktop software will need to be deployed, how the application is controlled, whether calls will be recorded from the beginning of the call even if recording is activated in the middle of the call, and how an outside caller would be notified that the call is being recorded. In order to meet recording notification laws, will the system play a greeting such as “Recording” or beep on the line every 30 seconds to indicate that the call is being recorded? Provide optional pricing for On-Demand Call Recording where indicated on Schedule A.

Q. -Mirror/SPAN sessions required? We currently do not have Call Recording, so whatever solution you provide will be an upgrade to the current configuration.

4.2.13 Call Detail Recording (CDR):

The City of Delray Beach does not presently use a Call Accounting System, also known as a call detail recording (CDR) system. The City is interested in CDR as an option in the proposed solution. This CDR / call accounting system should be a single system that accepts call detail information for all incoming and outgoing public switched telephone network (PSTN) calls from all quoted systems. In addition, should have customizable dashboard, pre-defined reports, a custom report designer and an on-demand traffic analysis tool to address and reporting need and allow department directors to make informed decisions for their organization. Please describe your CDR / call accounting software package below. Provide optional pricing on Schedule A for the proposed CDR system.

4.2.13.1 VoIP Encryption for Secure Communications:

Will the proposed telephone system have the ability to encrypt the conversation between telephones, and between telephones and PSTN gateways?

4.2.13.2 System should provide reports for inbound/outbound/internal phone calls per employee (station) and department, traffic reports for telco trunk groups and station hunt groups, and peak busy hour usage reports with grade of service and recommended trunking. System should have an easy-to-use capability of searching for dialed numbers.

4.2.13.3 Software should have the capacity to provide accurate charge-back billing to individual departments. Reports for individual departments must roll up to a consolidated system wide report. The Vendor is responsible for fully programming the Call Accounting system and ensuring that it is loaded with appropriate rate tables, reports and alarms. Please describe procedures and pricing for rate table updates. Provide optional pricing on Schedule A for the proposed annual subscription cost for this capability.

4.2.13.4 Please describe whether the package will provide alarms and notification for suspected toll fraud activity (hacking)? Will the software provide exception reports for long calls, expensive calls, or restricted calls?

4.2.14 LAN/WAN/MAN Configuration:

Vendor is expected to work in concert with the City of Delray Beach, outside Vendors and other specialists to deliver a LAN/WAN/MAN configuration that is 100% operational and suitable for VoIP. Vendor will be responsible for providing consultation, best practice recommendations, and switch and router configuration scripts for the models and software revision levels that the Vendor will deploy or that the City will provide; in order to support VoIP, Quality of Service (QoS), telephone discovery, and network connection to the specifications required by the VoIP manufacturer. Network consultation and engineering will include all existing LAN/WAN/MAN switches, routers, and firewalls, even if not sold by the Vendor. Typically, Vendor will provide sample configuration for a switch, and once approved by the City of Delray Beach, will customize the script for every switch and router in the network. Vendor will


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program all equipment that they are providing, and any additional equipment that they are certified on and that the City of Delray Beach decides to allow. The City of Delray Beach will implement Vendor provided configurations on any pre-existing hardware that the vendor is not certified on if necessary.

4.2.14.1 An initial discussion (upon contract award) will be held between the Vendor and the City of Delray Beach to review all IT infrastructure systems, including all hardware installed, software revisions, and programming. Upon completion of this initial discovery, Vendor will provide recommendations for upgrades and remediation.

4.2.14.2 Q. Latency max between city hall and data center currently? Needed to know for distributed clustering of Voice Service servers. The current data center is within the City Hall complex, so there should not be any latency. The Bid for colocation facility with 10GB fiber transport was released this week, so we do not have an answer on latency for that location.

4.2.15 The City of Delray Beach would like to implement VLAN segmentation and quality of service (QoS) in conjunction with this project and will rely on the Vendor for recommendations for separating VoIP traffic from data traffic, as well as creating VLANs for other types of data devices, and configuring trunking on access layer ports. It is expected that the VLAN segmentation will be accomplished by simple static routes within each location on the Layer 3 core switch and that QoS will be implemented on all switches and routers. City has an existing Active Directory (AD) server for DHCP that assigns dynamic IP addresses to computers at all sites. Please comment on your solution’s ability to meet this requirement.

Q. VLANs, QoS, Routing We currently do not have QoS, so whatever solution you provide will be an upgrade to the current configuration.

Q. -State how these are supported We do have separate VLANs for different departments and segments of the network, we would expect to double those VLANs with Voice on its own segment.

Q. -City is expecting static routing for inter-VLAN routing at the core/aggregation of each site

Q. Can we use a dynamic routing protocol? – That is up to you and your solution, as long as you can prove, test and support it.

4.3 MANAGED SERVICES The City of Delray Beach would like to implement the services of a Managed Service Provider with the intent of having third party management of the VoIP system. Please provide pricing for the managed services of existing and proposed telephone equipment.

• Describe your Service Level Agreements (SLAs) for configuration changes • Describe the support model for all hours of operation. • Emergency support options • Is your support model all-inclusive? If not, what is not included? • Does in-person response, review, and other contact rotate among support staff? • Your proposal should address all of the following:

o VoIP Administration (Security and Support) - Configure, maintain and support on new VoIP system - Weekly reports on status and maintenance - Manage, maintain and support patches and updates - Performance Testing - Assess equipment upgrades and patches for replacement as

needed


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4.4 NON-COMPLIANCE 4.4.1 Please use the following space to explain any features that were responded to as Optional, Partial, or

Non-Compliant where the City of Delray Beach marked the feature as “Required”. Also, describe work-arounds and optional pricing. Lastly, provide an explanation for any partial or non-compliance with features that we marked as “Should Have but Optional”.

4.5 RECOMMENDED OPTIONAL UPGRADES 4.5.1 In answering this type of Request for Proposal (RFP), it is recommended that Vendors provide pricing on

the minimum cost alternatives that allow for full compliance with the RFP. However, we would be interested to know what options or upgrades you would recommend to your base configuration. Please name, define, describe, and price each upgrade that you would recommend in your hardware, software, or feature functionality.

5 PHONE SYSTEM This section contains minimum requirements for the proposed system. For each section below, please respond on Schedule B whether the solution being proposed meets the minimum requirements.

5.1 SPECIFIC REQUIREMENTS 5.1.1 Architecture

5.1.1.1 The City of Delray Beach would prefer that all locations be part of a single telephone system with a single database image. Multiple systems with databases that are coordinated by a centralized system administration software that emulates single system functionality are not compliant with this definition. Please state whether your base pricing includes this architecture.

5.1.1.2 Servers: Vendor will supply all servers (including servers to host required virtual servers if recommended) and Operating System software (including Windows or Hyper-V if required) for ALL applications proposed in their solution. As noted elsewhere, the City of Delray Beach may decide to host servers in their Virtual Compute environment, and/or provide Windows OS before final contract negotiation.

5.1.2 Telephone Specifications for The City of Delray Beach

5.1.2.1 All telephones should be GigE, meaning that they can supply a switched Ethernet port to an attached computer at Gigabit Ethernet speeds. Please also price (as an option in Schedule A) what cost savings could be achieved in deploying non-GigE phones.

5.1.2.2 The PC Attendant Console should provide receptionist/operator functionality with an on-screen busy lamp field that shows status of telephones across any networked locations. Phone system should automatically re-direct any operator calls to a back-up reception position (described below) if the PC Console were to lock-up, fail, or require rebooting.

5.1.2.3 Q. We do not have the exact number of each type of phone at this point. We would estimate that 85% of the phones are standard, 5% Executive, 5% Secretary and 5% basic. We are looking for a total solution and would want a vendor to engineer the total solution and include what is needed at the time of the RFP.

5.1.2.4 Staff (Standard) telephone requirement is for a multiline set capable of supporting at least four (4) extension appearances. The following features, accessible via fixed or soft feature keys, are required: internal and PSTN dial-tone, hold, transfer, message waiting indicator, ad-hoc five-party conference call, system speed dial access, personal speed dial access, and forward to voice mail. LCD display, two-way speakerphone and the ability to independently mute speakerphone, headset and handset calls is required for this set. Video integration is a future enhancement to the system, we do not anticipate the need for video capable desk phones.


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5.1.2.5 Q. We do not have the exact number of each type of phone at this point. We would estimate that 85% of the phones are standard, 5% Executive, 5% Secretary and 5% basic. We are looking for a total solution and would want a vendor to engineer the total solution and include what is needed at the time of the RFP.

5.1.2.6 Telephones with minimum 4 Busy Lamp Field (BLF) should match the specification for Standard (Staff) phones and have at least four (4) extension appearances.

5.1.2.7 Executive telephone requirement is for a Full Duplex speakerphone capable of supporting Busy Lamp Field appearance for 1 other telephones, intercom to their assistant, and one touch speed dials for 3 numbers (minimum 6 button phone required). All other features of the Standard telephone need to be supported as well. 5% of the total amount

5.1.2.8 Executive Assistant (Secretary) telephones shall include all features of the standard telephone, and also be equipped with the ability to monitor at least 3 Executives. Secretary should be able to tell if an Executive is busy on any of their extension appearances. Call Coverage Keys should ring or delay ring along with the Executive’s telephone. Secretary phone should have 2-way intercom button to their executive. This phone should be able to support 8 line appearances, or two lines for the users and two lines for each executive. 5% of the total amount

5.1.2.9 Q. Empty Desk/Visitor Cube telephones should match the specification for Standard (Staff) phones and include a telephone license, but do not require a VM license. Additionally these phones should be configured for hot-desking. 5% of the total amount – no voicemail

5.1.2.10 Basic (or courtesy) telephone requirement is for a single or multi-line phone that would be placed in very low usage areas such as intern desks, waiting areas, warehouse, lunchroom, etc. The following features, accessible via fixed or soft feature keys, are required: internal and PSTN dial-tone, hold, transfer, system speed dial access, and park pickup and access to corporate directory.

5.1.2.11 Key Expansion Module – A module that can be attached to any proposed station and offer a minimum of 12 additional busy lamp appearances. We are unsure of this number, or it may be accomplished through software for attendant consoles.

5.1.2.12 Standard Analog Line is for a standard loop start phone line, either 24V or 48V, with a minimum 3000 foot reach over standard 24g twisted pair copper cabling. .

5.1.3 Telephone Questions

5.1.3.1 Provide a brief description and picture for each telephone being proposed below. When quoting VoIP telephones, specify data speeds available/quoted (10/100/1000), optional snap-in interfaces available, and power requirements (or which PoE class) for each phone. Please note if any of the phones require a wall mount kit and include optional pricing in the Schedule A. Please fill in the model number that you have quoted for each phone type onto the appropriate line of Schedule B.

5.1.3.2 Provide a screenshot and brief description for the PC softphone. Will calls to a softphone be able to ring simultaneously on an attached (USB) headset/handset as well as at the PC? Will computers that do not have multimedia speakers be able to ‘ring’?

5.1.3.3 The quoted phones should allow users to navigate a telephone directory from the display of their phone. Where will this directory be retrieved from? Please describe how the directory is accessed.

5.1.3.4 If a color display option is available (and not already included in your proposal) include the incremental cost to upgrade all telephones to color in the options section of Schedule A. we are requesting the upgrade cost.

5.1.3.5 The City of Delray Beach is interested in cordless telephones (Wi-Fi and/or DECT) that would allow their personnel to move around their buildings. A cordless telephone will allow selected staff to answer calls to their shared phone while away from their station and provide basic


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call transfer and rudimentary multiline functionality. What solution would you recommend for this requirement? Please provide pricing in the options section of Schedule A. Q. We are unsure of this number, they are only used in a few areas today, but we see the performance increase by having this capability

5.1.3.6 Do headsets require an external amplifier to provide adequate sound quality and volume? Do the telephones quoted have a “headset” mode where the handset does not need to be removed from the cradle, or is a handset lifter required? Does the phone have a separate headset jack, or does it connect in line with the handset?

5.1.3.7 Q. Do your 200 mobile users currently use desktop phones or need desktop sets, or will they remain mobile only users? They do have the option to hot swap, or hotel into a desk.

5.1.3.8 Q. How many conference room phones do you require? – We do not have an exact count at this time, but it is around 50.

5.1.4 Q. Nortel Option 11 supports 195 stations and Switchboard, paging in building/planning area for the City Hall, Community Center, City Attorney Offices and IT Dept. at City Hall. In addition there are 33 analog circuits for non-Nortel system components (i.e. fax, IVR, alarms). How many phones are there in the Attorney's Office, how many faxes, etc. using analog lines? What is the wiring connection between the Nortel Option 11 in the City Hall IT location and the Attorney building across the street. How many phones are in the Community Center and what is the wiring connection from the Nortel Option 11 in City hall to the Community Center Building?

• Community Center-Connected via house cable to switch in City Hall – 9 phones on PRI

• City Attorney - Option 11 Mini Main SHAS Fiber Receiver Pack-Connected to City Hall Switch – 10 phones on PRI

• City Attorney – 6 Analog lines for Fax and Alarms 5.1.5 Features

5.1.5.1 Departmental “must answer” line. This is a button that appears on a group of telephones to be answered by anybody in a department. This button should include a Message Waiting Indicator for voicemails to this extension in addition to the user’s voicemail. Callers would access this line either by direct dial, operator transfer, or zero out of voicemail. It should have multiline attributes so multiple calls can be ringing into the group simultaneously. The calling number and calling name (if available from the trunk or if available from the internal directory) should show on the display of the phones. Please describe how this is accomplished and any drawbacks. There are several published shared lines that multiple people may answer. This may be the main number for a department. The IT Help Desk is a shared line that 6 different people can answer.

5.1.5.2 The City of Delray Beach also requires the following features which should be supported in the quoted solution: ring groups, hunt groups, simultaneous ring groups, pick-up groups, directed call pick-up, directed hold pick-up, directed call park (park+extension to park, unpark+extension to retrieve), and personal speed dial lists. Please advise if any of these features needs to be further defined in order to answer this question. Please respond with your compliance to these features, any required work-arounds, and any limitations to the number of phones in a pickup group, ring group, or shared extension.

5.2 SYSTEM ARCHITECTURE 5.2.1 Provide a brief description and discussion of the recommended system architecture. Describe

connection and communication between its integral parts. Include a / or multiple Visio diagram to illustrate the quoted architecture (not a generic drawing). Also, include a standard data rack elevation showing all Data Center equipment including servers, cabinets, switches and routers.

5.2.2 Q. Is there a preference as to run the voice servers for calling, voicemail, presence and messaging as physical servers or a virtual server deployment? If virtual server what type of virtual servers are in


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production as of now? (VMware, Hyper-V, KVM, etc) We would prefer virtual servers. We are currently using VMWare, but will be starting a project to migrate all VM to Hyper-V.

5.2.3 The proposed solution must be able to provide traffic reports and report historic trunk utilization by trunk group or for specific lines, in the base system being quoted. The system should provide a peak busy usage report that shows the maximum number of lines used during specified periods. Please include samples of these reports in your response.

5.2.4 The proposed solution should be 911 compatible, as defined in the following, which shall not be interpreted as reducing any of the requirements for E911 in section 5.3.4.

5.2.4.1 Route calls over appropriate local PSTN connections that are identified by the telco central office with the correct address at the Public Service Answering Point, even if that route is different from the standard Least Cost Routing (LCR) route for that station and location;

5.2.4.2 Route 911 calls over 1MB analog lines (2) used as failover trunks in the event all other trunks fail.

5.2.4.3 Allow a 911 call to be made from any station, even if that station is restricted to extension dialing;

5.2.4.4 For stations in Branches that do not have local PSTN connections, calls over the WAN/VoIP infrastructure should correctly send a default location (i.e. Branch address) for that station to the PSAP that will differ from the rest of the stations that connect over those PSTN connections;

5.2.4.5 The operator or system administrator and or security should be notified when a 911 call is made from the phone system.

5.3 SOFTWARE 5.3.1 What underlying operating system is used for the applications that form the telecommunications

platform (i.e. Windows Server, Linux, Unix, etc.)? List the operating system for each server being proposed. The Vendor is responsible for providing the Operating System (OS) for all servers required.

5.3.2 Please describe how the underlying OS has been “bolstered” to prevent exploitation of OS security flaws. Unneeded applications should be uninstalled, removed, or disabled from the OS. This is particularly relevant to Windows operating systems. Which Firewall ports does your application use, keep open, or listen to?

5.3.3 The City of Delray Beach prefers to implement a new software release after it has been generally available (G.A.) for at least 3 months. The software can then be considered stable and there should have been an x.1 type software release to resolve any software bugs. Please make note if you are recommending the installation of any software that does not meet this criteria, and your justification for doing so. When is the next release due?

6 VOICE OVER IP This section contains minimum requirements for the proposed system. For each section below, please respond on Schedule B whether the solution being proposed meets the minimum requirements.

6.1 SPECIFIC REQUIREMENTS & NETWORK READINESS ASSESSMENT SCOPE OF WORK 6.1.1 VoIP Quality and Performance Expectations

It is expected that a Voice over IP installation will be reliable and provide high quality voice. We define the following as our minimum acceptable performance for VoIP telephone systems, which shall not be interpreted as reducing any of the requirements for reliability in section 4.2.1:

6.1.1.1 Provide 99.99% uptime of all applications during regular office hours;

6.1.1.2 Provide 99.9% total uptime including after-hours system maintenance;


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6.1.1.3 For LAN calls using G.711, telephones should deliver an average Mean Opinion Score (MOS) of 4.5 (better than toll quality), and minimum Mean Opinion Score of 4.1 (toll quality);

6.1.1.4 For WAN or G.729 calls between locations, telephones should deliver an average Mean Opinion Score of 4.0 (toll quality), and minimum Mean Opinion Score of 3.5 or better (cell phone quality);

6.1.1.5 Telephone calls will be free of echo, choppiness, sound artifacts, poor sound quality, and dropped calls.

6.1.2 An initial discussion (upon contract award) will be held between the Vendor and The City of Delray Beach to review all applications and data flows on the LAN/WAN/MAN, including all hardware installed, software revisions, and routing/switching programming. Upon completion of this initial discovery, Vendor will provide recommendations for upgrades and remediation.

6.1.3 Once the production LAN infrastructure has been upgraded to support VoIP (per the results of the Vendor recommendations above), Vendor will conduct a VoIP Readiness Assessment of the newly upgraded LAN. This assessment should be performed within one week of the installation of any new LAN equipment to support VoIP, and configuration of Quality of Service (QoS) on all links, so that The City of Delray Beach has sufficient time to address any shortcomings discovered by the assessment prior to full deployment.

6.1.4 The Network Readiness Assessment Scope of Work will consist of the following:

6.1.4.1 Use of a standard testing tool such as Vivinet NetIQ, Fluke NetAlly, or equivalent;

6.1.4.2 Testing Server shall be positioned on the core network switch expected to support the voice communications call server, with testing end-points strategically positioned in the voice VLAN of each and every IDF of every office;

6.1.4.3 VoIP Assessment should test mesh connection from every IDF to every other IDF (not just closet to core);

6.1.4.4 An initial test should be performed where call traffic is gradually “throttled up” to the limit set in Call Admission Control to ensure that the QoS bandwidth allocations are sufficient to prevent discarded packets;

6.1.4.5 Once voice capacity is established, Vendor should generate data traffic, such that the uplink from an IDF to the MDF is saturated to near 100% utilization while generating test voice traffic, to ensure that QoS on the LAN is properly implemented to prioritize voice packets over data packets. This test will be repeated one time for each different access layer switch type to ensure that implemented QoS methodology is working correctly;

6.1.4.6 In order to test end-to-end QoS, Vendor should generate data traffic, such that the uplink from the Core Router to the Provider Edge (PE) Device is saturated and the Edge router is forced to shape traffic and drop excess data packets in favor of higher QoS voice packets, before putting traffic into the WAN/MAN link. Voice traffic will be generated and measured during the saturation test and Vendor will provide a Mean Opinion Score (MOS) for the voice traffic under load;

6.1.4.7 In order to test QoS over the WAN/MAN, Vendor should generate data traffic from multiple remote locations, such that the uplink WAN/MAN link from the WAN/MAN provider to the PE WAN/MAN router and CPE Core Router is saturated and the WAN/MAN provider is forced to shape traffic and drop excess data packets in favor of higher QoS voice packets, before putting traffic into the WAN/MAN link. Voice traffic will be generated and measured during the saturation test and Vendor will provide a Mean Opinion Score (MOS) for the voice traffic under load;

6.1.4.8 For the saturation tests above, the Vendor will provide all testing methodology, hardware and software that will be used to generate sufficient traffic to flood the uplinks from the IDF


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to the Core in the LAN, and between locations on the WAN/MAN. These tests will need to be conducted after business hours so that they do not impact business processes;

6.1.4.9 A normal testing session will then be initiated between all end points using expected voice and data traffic and should last no less than 3 days;

6.1.4.10 Testing shall use the G.711 codec using a 64kb packet size with a 20ms jitter buffer on the LAN. If your system recommends other “Best Practices” then test should match manufacturer recommendations;

6.1.4.11 Testing shall use the G.729 codec using a 20ms sampling rate and 40ms jitter buffer on the WAN/MAN. If your system recommends other “Best Practices” then test should match manufacturer recommendations;

6.1.4.12 Test results should include: throughput (bandwidth), packet loss, packet delay (latency), jitter (variable latency), and the minimum and average Mean Opinion Scores that can be expected per LAN/WAN/MAN segment;

6.1.4.13 Vendor will then interpret, and summarize the findings and provide a verbal and written recommendation for any remediation;

6.1.4.14 If the initial test of the network fails, and remediation is required. Vendor will retest the network one time with the same process as above, after remediation is complete, and prior to bringing the new voice system into production.

6.1.4.15 This Network Readiness Assessment Scope of Work is our minimum acceptable SoW and may not be reduced or answered as non-compliant by the vendor. Nonresponsive or noncompliant responses may be eliminated from further consideration. Please note your compliance below and comment on any additional methodologies recommended.

6.1.5 Please comment on the diagnostic tools you will use and the type of report that we would expect to see. Please include a sample VoIP Readiness report (paper copy not required). It is expected these tests will be performed by the awarded Vendor, or a sub-contractor that specializes in this type of analysis.

6.1.6 What tool will be used to generate the required data traffic load on the LAN and WAN, in order to flood the uplinks and WAN/MAN circuits?

6.1.7 After the initial VoIP network readiness assessment, Vendor will be required to explain and price any additional remediation recommended in order to achieve the goals above. Once the City of Delray Beach has implemented the remediation, and the network has been certified through a follow-up assessment, the Vendor and Manufacturer are expected to guarantee the installation (other than WAN carrier quality issues). If the installation fails the requirements in Section 6.1 (for example due to dropped calls, poor quality calls, static, echo):

6.1.7.1 Vendor will have five days to identify the problem,

6.1.7.2 The City of Delray Beach (and WAN/MAN provider) will assist in problem identification/resolution under the direction of the Vendor,

6.1.7.3 Vendor will need to provide definitive proof that the problem exists in the underlying Cabling/LAN/WAN/MAN fabric if there is an assertion to that effect,

6.1.7.4 Vendor will have five additional days to correct the problem if it is in the hardware they have provided.

6.1.8 If the Vendor cannot provide a voice solution that supports VoIP to the expectations in Section 6.1, and this RFP (after the City of Delray Beach implementation of any LAN/WAN/MAN remediation or upgrades recommended by Vendor), and cannot rectify the problem per the section above, it will be considered a material breach of contract on the part of the Vendor. Vendor will allow the customer to return the complete system for a full refund, and remove the system once an alternate solution has been put in place by the City of Delray Beach.


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6.2 VOIP SPECIFICATIONS 6.2.1 What is the manufacturer’s recommended best practice for CODEC choice, sampling rate, packet size,

jitter buffer, etc? What bandwidth, including overhead and QoS, will each recommended CODEC require? What VoIP CODECs are supported on the platform, i.e. G.711, G.729A, G.729B, G.722, H.323, SIP, etc. (list all applicable)?

6.2.2 What is the highest common denominator Codec across all applications being quoted? Will calls require transcoding between applications (voicemail, call recording, etc.)?

6.2.3 Which CODECs are supported natively by the telephones? Will telephones auto-negotiate CODEC over the LAN/WAN when connections between offices without the need for an intermediary translation or transcoding? If not, how is transcoding provided?

6.2.4 Does the system provide an option of running SIP for a telephone’s call setup? Does the Vendor propose using SIP or proprietary signaling for call setup? How are advanced features supported if using SIP telephones? If Vendor recommends deploying SIP telephones, how is call setup and teardown encrypted and secured?

6.2.5 Does the system support SIP trunks, SIP compliant gateways, or SIP telephones from other 3rd party manufacturers? Which manufacturers and telephone companies have been certified with the system? Describe any capabilities or limitations regarding the SIP implementation above or beyond the generic SIP feature set.

6.2.6 When a call is re-routed from the WAN/MAN to PSTN due to Call Admission Control, QoS monitoring bypass, or Call Shuffle to PSTN - what, if any, loss of features will be experienced? For instance, will a caller that is forwarding to voicemail when the call is re-directed over PSTN arrive at the correct user’s mailbox and personal greeting?

6.2.7 Does the system support both IP hardphones and IP softphones being located behind a NAT device? Are IP-to-IP direct calls supported for NAT-translated IP hardphones and IP softphones? What is required to support SIP based phones through NAT traversal?

6.3 ENCRYPTION 6.3.1 Will the proposed telephone system have the ability to encrypt the conversation between telephones,

and between telephones and PSTN gateways? If so, what features, such as On-Demand Call Recording, would be lost?

7 VOICE MAIL PLATFORM This section contains minimum requirements for the proposed system. For each section below, please respond on Schedule B whether the solution being proposed meets the minimum requirements.

7.1 SPECIFIC REQUIREMENTS 7.1.1 It is imperative that any new voicemail platform be easy to use, easy to change greetings on, and

require users to only press one (1) button for single digit prompting to access commonly used features. The voicemail platform should allow recording and saving of multiple greetings per user, and allow easy selection of which saved greeting to use.

7.1.2 The Vendor is required to set up two guest mailboxes on a demo system with integration to the PBX you are quoting so that we can test the user interface. Please provide a phone number and login information below. Please provide a copy of the voicemail quick reference guide on the following page and in the soft-copy of your proposal.

7.2 VOICE MESSAGING SYSTEM DESCRIPTION 7.2.1 Describe your voice messaging product offering. Include a brief overview of the hardware, software,

architecture, and components of the equipment proposed to meet RFP requirements.


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7.2.2 Is the voicemail built by the manufacturer of the VoIP telephony Company? If not please provide information regarding the OEM company, their history, and relation with the VoIP telephony manufacturer.

7.2.3 The Vendor is required to provide, install and maintain the computer platform, operating system (OS) and software for the voicemail. Please provide the specifications of the platform you will be providing.

7.2.4 What operating system does the voice mail system use? Vendor will be responsible for installing and maintaining the voicemail’s Operating Software – including security fixes and updates. How will this be accomplished?

7.2.5 What physical connection will be established from the voicemail to the phone system? If additional voice ports are required in the future, how is the hardware/software added? Explain how the system scales beyond the number of proposed ports.

7.2.6 Are voice messages stored in an industry standard format? How many Megabytes of disk space are required for each hour of voice storage?

7.2.7 When a backup is performed what is backed up – programming, greetings, messages? Do back-ups happen automatically, and can they be directed to a Network Attached Storage (NAS) hard drive?

7.2.8 What, if any, limits are there to greeting, message or announcement length? What will the voice mail do if an individual mailbox is full? What will the remote caller hear? How will the user be notified and what options will the user have?

7.3 VOICE MAIL SECURITY AND ADMINISTRATION 7.3.1 Please describe the system administration interface for the voicemail. Can the voicemail be

administered through the same interface as the VoIP telephony system? Does it require separate sessions? Is system administration done through a standard web-enabled Graphic User Interface (GUI)? If so, which browsers does the administrative application support? If not, can the application be loaded on multiple desktops?

7.3.2 Users should be required to enter a password to access their voice mailbox. What is the minimum and maximum password length? Can it be different for different classes of users? Will the voicemail system prevent the use of trivial passwords such as sequential digits, repeating digits, and re-use of the extension number (i.e. 1234, 1111, 4567)?

7.3.3 Does the system track failed password entries in a single session and disconnect the caller? Does the system track failed password entries across multiple sessions and automatically lock the mailbox? Does the system create a log and alarms (SNMP, email, pager) based on failed log-on attempts?

7.3.4 Describe voicemail port, disk utilization and user status reports available. Include a sample of these reports in your response.

8 UNIFIED COMMUNICATIONS AND COMPUTER TELEPHONE INTEGRATION (CTI)

Many telephone system manufacturers are beginning to group together applications that empower onsite and remote workers through a new paradigm referred to as Unified Communications. This umbrella term may include Integrated Messaging, Find Me/Follow Me, Instant Messaging, Presence, Text to Speech access to emails, Speech Recognition access to system features, Computer Telephone Integration, etc. Specify on Schedule B whether the solution being proposed includes the following.

8.1 INTEGRATED MESSAGING 8.1.1 Please provide a general description of your Integrated Messaging offering, including where its

messages are queued and stored, physical connection to the phone system and Email Server (Exchange), logical connection to the Email Client (Outlook), server and desktop requirements, and architecture.

8.1.2 Does the system install an Email Client add-in to allow for message playback and management without having to open a 3rd party media player such as Windows Media Player? Does the user have the choice


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to play the message through their telephone, or through their PC speakers, while still controlling the call through their Email Client? Provide a screen shot of the software used to control Integrated Messaging.

8.1.3 Briefly describe any advanced capabilities for text to speech playback of emails over a telephone interface, speech to text, voice control and Calendar/Task integration. Describe what upgrades are required to add these advanced features to the system you are quoting.

8.2 UNIFIED COMMUNICATIONS AND COLLABORATION 8.2.1 Please describe any Unified Communications functionality available with the proposed solution. Please

summarize the components and software required to add desktop Presence, Instant Messaging, Collaboration, desktop video, and buddy lists through the telephone system’s native application or your recommended alternate. Vendor should state what, if any, Unified Communications functionality is provided in the base platform specifically. If possible, provide budgetary numbers for the application on a per user basis.

8.2.2 Describe whether the proposed system would allow for online collaboration, screen sharing, white boarding, presentations, etc. (similar to WebEx or LiveMeeting). Although this functionality is not required at present, provide general overview of how this functionality can be provided in the future.

8.2.3 Some phone systems include a built in conference bridge at no additional cost. These conference bridges tend to leverage existing telephony infrastructure and provide a “meet me” number that can be provided to callers to automatically bridge calls into a conference call. Some Manufacturers allow the use of passcodes, scheduled and reserved meetings, and meeting invitations; while other Manufacturers simply add each incoming caller to the bridge without the requirement for a passcode. Please describe any functionality that the quoted system will provide for this type of Meet Me Conference Bridge.

8.3 COMPUTER TELEPHONE INTEGRATION 8.3.1 Click to Dial –Will the proposed solution allow a user to dial a phone number from Outlook clients and

have the call complete on their VoIP deskphone? Will employees be able to place calls by pressing the dial button from the Contacts or the Global Address List? Is there any additional software or licensing required? If so, please describe which application provides this functionality and include this application in your base price for all employees. Provide optional pricing where indicated on Schedule A.

8.3.2 Does the proposed solution provide the ability to highlight a phone number on a web browser page and have the call dialed by the phone system? Describe how this feature works, what components are required for this functionality, whether this functionality is included in the proposal as priced, and optional budgetary pricing if not included. Provide optional pricing where indicated on Schedule A.

8.3.3 Briefly describe and price any other relevant CTI applications that could improve employee efficiency.

8.4 MOBILITY APPLICATIONS (FIND ME/FOLLOW ME) 8.4.1 Extend to Cell Phone: Describe any functionality that the system has to ring a call to a person’s cell

phone and desk phone simultaneously. If the call is answered on the cell phone, how do you get the call back to the desk phone? If the call is answered on the desk phone, how do you extend the call to the cell phone? Will the user see the inbound caller’s Caller ID or the VoIP telephony system’s Caller ID on the display of their cell phone? Provide optional pricing where indicated on Schedule A.

8.4.2 Describe and provide optional pricing for any other Mobility applications, or abilities that the system can provide in order for an employee to manage where the phone system can expect to find them. Provide optional pricing where indicated on Schedule A.

9 SYSTEM ADMINISTRATION REQUIREMENTS Specify on Schedule B whether the solution being proposed includes the following.


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9.1 SPECIFIC REQUIREMENTS 9.1.1 The City of Delray Beach desires system administration tool capable of supporting all offices within the

enterprise from a single intuitive user interface. Ideally, this program will allow management of the phone system, voicemail, ACD, etc. from a single unified interface. Please describe all functions and applications the administration tools can support and include screenshots for each application.

9.1.2 The system should maintain a change log of programming changes and which administrator made the change.

9.2 SYSTEM ADMINISTRATION QUESTIONS 9.2.1 Describe the database which contains user programming information for the phone system, voicemail,

and other major system components.

9.2.2 Generally describe how the programming database might be integrated with The City of Delray Beach current Active Directory, Email, and HR databases.

9.2.3 How is security provided to prevent unauthorized access to the administration application? Is there any limit to the number of administrative users that can be given access passwords? Can different administrators be given individualized permission levels? Can some administrative users be defined with “view-only” permissions? How many administrative levels can be defined?

9.3 SYSTEM MONITORING AND DIAGNOSTICS 9.3.1 What diagnostic tools, logs and reports are available to aid in isolating faults? Are the system’s

diagnostic tools SNMP compliant?

9.3.2 Describe the system alarms and alarm notification available from each sub-system. Will the system call home to the maintenance company; call Client designated phone numbers; send out pages to pagers; send emails, etc.?

9.3.3 Does the proposed system have the ability to monitor VoIP Quality of Service? Does this application simply monitor for underlying network issues (latency, jitter, packet loss) through the use of some kind of probe or error logs? Or, does it monitor actual phone calls through data provided by the telephones? If data is provided by the telephones, can it be monitored in real-time, or are the statistics sent at the end of a call? Can this data be exposed in a simple network management protocol (SNMP) management information base (MIB) for easy access with traditional network management system applications? Please provide a brief description, with screen shot, and include a full brochure in your response.

9.4 SOFTWARE UPGRADES AND PATCHING 9.4.1 The manufacturer must provide software updates to address security flaws in the OS and applications at

no additional cost (other than labor to implement) during the warranty and maintenance period.

9.4.2 How does your company provide future software releases? Will the system need to reboot, or can these upgrades take place in an on-line environment? Briefly describe the process for installing a software update, and reverting to a previous software load if required. Specify for each major component proposed.

9.4.3 Is it possible to perform a software upgrade on a standby/redundant server and then force a failover to minimize down time during a software upgrade? Is this functionality included in the base price? Can the standby location stay on the old software level in case you need to revert to the previous software level?

10 IMPLEMENTATION REQUIREMENTS 10.1 SPECIFIC REQUIREMENTS

The entire “Implementation Requirements” section reflects the requirements of the City of Delray Beach. Vendors should ensure that their proposal will meet the required Scope of Work in this section. Specify on Schedule B whether the solution being proposed meets the requirements.


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10.2 INSTALLATION Please indicate your intended compliance with each of the following once you are awarded the contract. The plans and charts do not need to be created at this time.

10.2.1 Responsibility - The selected Vendor is solely responsible for the complete turn-key engineering of the new telecommunications system and all interconnecting facilities.

10.2.2 Initial Work - Vendor will perform needs analysis, station reviews, cut sheet database discovery, and original program initializations.

10.2.3 Telco Coordination – The City of Delray Beach will coordinate the ordering of all local and long-distance communications facilities as deemed Necessary or Coordinate with Telco Service Providers for any required changes in Telco Service. Vendor will work as the City of Delray Beach to assist with Telco scheduling

10.2.4 Installation - Vendor will be responsible for placement and installation of all servers, gateways, telephones, switches, routers and all other supplied hardware.

10.2.5 Interconnection - Vendor will be responsible for interconnection of all newly supplied equipment, including patch cords, patching, cross-connecting, plugging, telco terminations, specialty wire harnesses, Amphenol tails, toning of analog cable, any required analog station patch panels or termination blocks, and any additional cables or wires required to connect the new telephone system to the City of Delray Beach house cable.

10.2.6 Software Version - Vendor will implement the most recent and stable version of all supplied software. If the manufacturer releases a software update to fix flaws, bugs, or security during the installation timeframe the Vendor will update the City of Delray Beach system at the earliest reasonable opportunity during a scheduled maintenance window. This maintenance window will be scheduled after hours for service impacting upgrades to an operational and partially deployed system at no extra cost to customer.

10.2.7 Project Plan - A master project schedule must be created, along with a work responsibility matrix, identifying the tasks the Vendor will perform and the tasks the City of Delray Beach is expected to perform to successfully implement the new system.

10.2.8 System Support -

10.2.9 Vendors must furnish all space, power, and environmental requirements for the proposed system equipment.

10.2.9.1 Space – Provide the physical dimensions of all equipment that will not be rack mounted.

10.2.9.2 Power – All power requirements, including any special conditioning or grounding requirements.

10.2.9.3 Heat – Vendor must provide heat dissipation for proposed switch room and the recommended safe temperature operating range for the proposed system.

10.2.9.4 Rack elevation - showing the number of U, and recommended stacking of the equipment that is being proposed at City Hall/Data Center, and at each location.

10.3 TRAINING 10.3.1 Requirements - The successful Vendor is required to include end-user training on The City of Delray

Beach premises, with classes grouped by phone type or job classification.

10.3.1.1 Training class sizes will not exceed more than 15 station users at a time.

10.3.1.2 Each user should have access to a live telephone instrument during training.

10.3.1.3 Classes should not exceed 60 minutes (45 minutes preferred)

10.3.1.4 All users will require training on the new telephone system and voicemail


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10.3.1.5 ACD agents and supervisors should receive additional ACD specific training

10.3.1.6 Operators will require training on the new attendant console(s). Training should occur away from the reception area prior to cutover. On the morning of the 1st day of service, Vendor should provide personnel to assist the receptionist, as required, for a minimum of 2 hours.

10.3.1.7 Up to Four (4) users will require complete system administration training on all new systems implemented

10.3.1.8 Two to three (2-3) weeks after the initial training, Vendor should conduct 2 sessions at The City of Delray Beach for Power Users showing how to use all advanced functionality.

10.3.2 Training Materials - Vendor will provide a training program and soft-copy training materials for designated The City of Delray Beach personnel who will train future employees. In addition, specify what computer based training materials are available and whether they are included in the base price.

10.3.3 Quick Reference Guide - Vendor will prepare a 1-2 page handout that shows how to use the most commonly used features of the phone system and voicemail.

Desk-side Training –Due to other commitments, it is often difficult to get Executives to attend training classes. For this reason, please add 1 full day, or 2 half days of trainer time starting the first day of service for walk-around and desk-side training at large locations, and 1 hour of desk-side training for small locations

Please state your intended compliance with the section above.

10.4 USER ACCEPTANCE TESTING 10.4.1 Vendor, Communications Strategies and the City of Delray Beach will create a User Acceptance Test

(UAT) plan that confirms the operation and resilience of all applications to the requirements specified in the RFP.

10.4.2 Vendor will test all installed equipment to manufacturer and vendor supplied test plans and correct all defects prior to UAT.

10.4.3 Vendor shall have lead technician and adequate support staff onsite for UAT system testing at least 1-2 weeks prior to going live with the telephony cutover.

10.5 CUTOVER COVERAGE 10.5.1 For the cutover, Vendor shall provide at least one onsite Lead Engineer to provide programming and at

least two onsite trained technicians to provide floating trouble resolution for two and a half (2 ½) 8-hour days beginning with the first day in service; after that, at least one trained technician shall continue to provide onsite trouble resolution until all reasonable punch-list items are resolved.

10.5.2 For the cutover, Vendor shall provide at least one onsite Project Manager beginning with the first day in service to provide trouble ticket prioritization, desk-side training, and overall coordination, continuing onsite until all reasonable punch-list items are resolved.

10.5.3 After reasonable punch list items are resolved, additional issues will be moved to an exception list and will be tracked by Vendor with an action plan, responsible person, and deadline for completion. Vendor will provide daily updates on the remaining exception list items.

10.5.4 State intended compliance with the requirements stated above.

10.6 SYSTEM ACCEPTANCE System acceptance will be defined as follows:

• All equipment delivered and installed. • All training completed • All installation issues resolved to the City of Delray Beach satisfaction • All advanced features and software installed and tested, but not necessarily deployed • Documentation representing the system “As Built” is delivered and reviewed with the City of Delray Beach


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• The City of Delray Beach may agree to system acceptance with an acceptable exception list The City of Delray Beach expects that they will move from installation support to warranty/maintenance support only upon execution of a Delivery and Acceptance agreement. Please define if Vendor has a different requirement for the beginning of the warranty/maintenance period.

11 WARRANTY, MAINTENANCE AND CUSTOMER SUPPORT Specify on Schedule B whether the solution being proposed meets the requirements.

11.1 SPECIFIC REQUIREMENTS 11.1.1 ALL hardware, software, and installation labor provided by the Vendor or Manufacturer should be

covered by a 1-year parts and labor replacement warranty or first year maintenance plan, including onsite support if required.

11.1.2 As most of the critical components of the system being quoted will be redundant and/or resilient, The City of Delray Beach will only require 8x5xNBD support in order to minimize ongoing yearly expenses. This means that service and support will be provided at no additional cost during business hours Monday to Friday Eastern Standard Time, and that any replacement equipment will be delivered by the next business day.

11.1.3 Please provide an option to upgrade to 24 hours X 7 days X 4 hour Service Level Agreement on the core Telephone System hardware and software in Schedule A, including:

11.1.3.1 All Call Processors and Core Telephony servers and applications

11.1.3.2 Voicemail servers and applications

11.1.4 If the City of Delray Beach signs up for 8x5 support, we would be interested in any option that provides for after- hours Emergency support on a Time and Materials basis.

11.1.4.1 Please describe the City of Delray Beach ability to receive immediate service or advanced replacement from 5pm to 8am on an 8x5 plan by paying the price differential on the labor hours or an expedite fee for 24x7x4 type onsite service.

11.1.4.2 We understand that our call for service would have a lower priority than a maintenance customer that actually paid for 24x7x4 service. However, what service level agreements would Vendor be able to provide for T&M based, after hours support, in the case of an emergency?

11.1.5 Telephones do not require a maintenance contract; The City of Delray Beach will maintain spares and purchase replacement telephones as required. However, please provide an optional price for 8x5xNBD maintenance of the telephones where indicated on the pricing form in Schedule A “Options”.

11.1.6 Vendors are instructed to bid the maintenance costs for ALL equipment being proposed in Schedule A

11.2 WARRANTY QUESTIONS 11.2.1 What is the manufacturer’s standard warranty period on hardware, software, and other equipment

without the purchase of additional maintenance or warranty?

11.2.2 Which of the maintenance options available (Vendor vs. Manufacturer, and which service level) has been included in the base pricing for 1st year Warranty and 2nd year Maintenance support? Why?

11.2.3 Is post installation warranty/maintenance support available from the manufacturer? Please describe briefly the options available.

11.2.4 Is post installation warranty/maintenance support available from the installing Vendor? Please describe briefly the options available.

11.2.5 Is hybrid maintenance available where the Vendor provides Tier 1 support, help desk, advanced replacement and escalation but manufacturer provides hardware replacement, Tier 2+ support, and resolution of software issues?


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11.2.6 All maintenance during the warranty period and under any maintenance agreements shall be performed by manufacturer certified personnel that are full time employees of a manufacturer certified Vendor.

11.2.7 Please describe your ability to provide routine system monitoring to assure the continued operation of all system components. Will the Vendor implement software or hardware that will “phone home” proactively to inform the Vendor that there is an alarm in The City of Delray Beach infrastructure? Will the Vendor automatically notify the customer if there is a fault detected in the system? How (phone, pager, email, escalation trees), and how often during the incident response will the service provider provide updates to the customer?

11.2.8 Describe any portals or reports where the City of Delray Beach can view past and current service calls, and moves/adds/changes with detailed resolution notes.

11.2.9 Emergency service will be defined by the warranty/maintenance contracts to include resolving problems which interfere with the normal operation of the business, and include the failure of >10% of stations, >25% of trunks, any core telephony server, an attendant console, or a substantial sub-system of the Telephony system. Emergency service shall consist of remote diagnostics within 30 minutes of the origination of the service ticket. Service Provider will provide a four-hour onsite response time for emergency services. Service Provider should update the City of Delray Beach with a completion notification for emergency services immediately upon resolution of problem. Emergency Services refers to you as the vendor supplying 30 minute remote diagnostics and 4 hour onsite response time for any problem or failure.

11.2.10 Response time for minor system problems should be 24 hours. Service Provider should complete routine requests for additions, deletions, and feature changes within 48 hours of request. Service Provider will respond with a confirmation of completion for routine service requests within 48 hours of fulfilling the request.

11.2.11 Maintenance cost increases should be limited by the cost of living as measured by the Consumer Price Index.

12 VENDOR RESPONSE REQUIREMENTS Vendor must provide the following required documents with their response:

12.1.1 Itemized Equipment List

12.1.2 Virtual Server Requirements for the Quoted Solution

A sample of the following documents should be provided by the Vendor in their response. They do not need to be customized for the City of Delray Beach at this time:

12.1.3 Vendor Scope of Work

12.1.4 Installation Project Plan

12.1.5 Acceptance Test Plan

12.1.6 Manufacturer Software License Agreement

12.1.7 Experience and Past Performance

Provide summary of projects of same or similar type, size, scope, cost and complexity. Number of years and/or projects that reflect this experience. Ability to remain on schedule, timely coordination, minimum number of deficiencies and/or complaints, commitment to excellence in workmanship and professionalism. Nature and scope of the past performance and/or contract issues to include method of resolution.

12.1.8 Financial Ability

Include copies of most recent financial statements or balance sheets that clearly show assets, liabilities, credit lines, debt or, if available the most recent audit.


12/11/2015 6:05 AM p. 56


12.1.9 Management and Service Level Plans

Detail plan for the oversight of all services and the coordination with city to include resolution of customer concerns and to provide service in a timely fashion including emergencies and after hour’s responses.

12.1.10 Organizational Structure

Provide details of the Proposer’s structure with number and qualifications of key staff, Project Manager and staff’s expertise and dispatching capabilities. Include resumes of the Project Manager, lead network engineer, lead programmer, technical supervisor and other key staff.

12.1.11 Equipment and infrastructure

Provide information about the equipment and supporting infrastructure available to service a contract of this size in addition to Vendor’s current accounts and the maintenance schedule for its equipment.


12/11/2015 6:05 AM p. 57

9e8f08a2b90f4450945256dfa0061a7e.xlsx VoIP-Proposed Pricing

MRC Initial 1st Year 2nd Year 3rd Year 4th Year 5th Year Total

Proposed Software / Subscription, Maintenance & Support

Software

License /

Subscription

Fees

Please itemize all required software license / subscription fees, by product or module (include the

proposed version and release number). Include any third-party software / subscription that requires

licensing - whether via your organization or independently - in order to meet the Requirements.

1 $0 $0 $0

2 $0 $0

3 $0 $0

4 $0 $0

5 $0 $0

6 $0 $0

7 $0 $0

8 $0 $0

9 $0 $0 $0 $0 $0 $0 $0 $0

S/W

Maintenance &

Support (M&S) Please itemize any post-implementation maintenance and support fees.

9 $0 $0 $0

10 $0 $0

11 $0 $0

12 $0 $0

13 $0 $0

14 $0 $0

15 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Hardware

Hardware

Please itemize all server or CODB-side hardware required to run your solution (assuming a dedicated

environment that meets your proposed topology for our organization). CODB reserves the right to

purchase any recommended hardware from a third-party vendor.

15 $0 $0 $0

16 $0 $0

17 $0 $0

18 $0 $0

19 $0 $0

20 $0 $0

21 $0 $0

22 $0 $0

23 $0 $0

24 $0 $0

25 $0 $0 $0 $0 $0 $0 $0 $0

H/W

Maintenance &

Support (M&S) Please itemize any post-implementation maintenance and support fees.

25 $0 $0 $0

26 $0 $0

27 $0 $0

28 $0 $0

29 $0 $0

30 $0 $0

31 $0 $0

32 $0 $0

33 $0 $0

34 $0 $0

35 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Implementation

Implement

-ation

Please itemize the total cost by function or phase to implement the proposed solution including: project

management, configuration and any customization development to support your responses on the

Requirements worksheet, legacy data migration, system testing, deployment, and both end-user and

system administrator training. Please include any travel and expenses estimated costs.

35 $0 $0 $0

36 $0 $0

37 $0 $0

38 $0 $0

39 $0 $0

40 $0 $0

41 $0 $0

42 $0 $0

43 $0 $0

44 $0 $0

45 $0 $0

46 $0 $0

47 $0 $0

48 $0 $0

49 $0 $0

50 $0 $0

51 $0 $0

52 $0 $0

53 $0 $0

54 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Other - RequiredOther -

Required Please itemize any additional required costs to support the realization of your proposed solution.

54 $0 $0 $0

55 $0 $0

56 $0 $0

57 $0 $0

58 $0 $0$0

59 $0 $0 $0 $0 $0 $0 $0 $0

PROPOSED TOTAL $0 $0 $0 $0 $0

Other - OptionalOther -

Optional

Please itemize any additional costs associated with optional or recommended services or solutions in

excess of your proposed solution.

59 $0 $0

60 $0 $0

61 $0 $0

62 $0 $0

63 $0 $0

64 $0 $0

$0 $0 $0 $0 $0 $0 $0 $0

VoIP - Proposed Pricing

1 of 5


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Software

License /

Subscription

Fees



licensing - whether via your organization or independently - in order to meet the Requirements.1 $0 $0 $0

2 $0 $0

3 $0 $0

4 $0 $0

5 $0 $0

6 $0 $0

7 $0 $0

8 $0 $0

9 $0 $0 $0 $0 $0 $0 $0 $0

S/W

Maintenance &

Support (M&S) Please itemize any post-implementation maintenance and support fees. 9 $0 $0 $0

10 $0 $0

11 $0 $0

12 $0 $0

13 $0 $0

14 $0 $0

15 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Hardware

Hardware

Please itemize all server or hardware required to run your solution (assuming a dedicated environment

that meets your proposed topology for our organization). CODB reserves the right to purchase any

recommended hardware from a third-party vendor.15 $0 $0 $0

16 $0 $0

17 $0 $0

18 $0 $0

19 $0 $0

20 $0 $0

21 $0 $0

22 $0 $0

23 $0 $0

24 $0 $0

25 $0 $0 $0 $0 $0 $0 $0 $0

H/W

Maintenance &


26 $0 $0

27 $0 $0

28 $0 $0

29 $0 $0

30 $0 $0

31 $0 $0

32 $0 $0

33 $0 $0

34 $0 $0

35 $0 $0 $0 $0 $0 $0 $0 $0


Implement

-ation

Please itemize the total cost by function or phase to implement the proposed solution including:

project management, configuration and any customization development to support your responses on

the Requirements worksheet, legacy data migration, system testing, deployment, and both end-user

and system administrator training. Please include any travel and expenses estimated costs. 35 $0 $0 $0

36 $0 $0

37 $0 $0

38 $0 $0

39 $0 $0

40 $0 $0

41 $0 $0

42 $0 $0

43 $0 $0

44 $0 $0

45 $0 $0

46 $0 $0

47 $0 $0

48 $0 $0

49 $0 $0

50 $0 $0

51 $0 $0

52 $0 $0

53 $0 $0

54 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Other - Required

Other -

Required Please itemize any additional required costs to support the realization of your proposed solution.54 $0 $0 $0

55 $0 $0

56 $0 $0

57 $0 $0

58 $0 $0

59 $0 $0 $0 $0 $0 $0 $0 $0


Other - Optional

Other -

Optional


excess of your proposed solution.59 $0 $0

60 $0 $0

61 $0 $0

62 $0 $0

63 $0 $0

64 $0 $0

$0 $0 $0 $0 $0 $0 $0 $0

VoIP - Leased Pricing


12/11/2015 6:05 AM p. 59



Software

License /

Subscription

Fees



licensing - whether via your organization or independently - in order to meet the Requirements.1 $0 $0 $0

2 $0 $0

3 $0 $0

4 $0 $0

5 $0 $0

6 $0 $0

7 $0 $0

8 $0 $0

9 $0 $0 $0 $0 $0 $0 $0 $0

S/W

Maintenance &


10 $0 $0

11 $0 $0

12 $0 $0

13 $0 $0

14 $0 $0

15 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Hardware

Hardware

Please itemize all server or CODB-side hardware required to run your solution (assuming a dedicated

environment that meets your proposed topology for our organization). CODB reserves the right to

purchase any recommended hardware from a third-party vendor.15 $0 $0 $0

16 $0 $0

17 $0 $0

18 $0 $0

19 $0 $0

20 $0 $0

21 $0 $0

22 $0 $0

23 $0 $0

24 $0 $0

25 $0 $0 $0 $0 $0 $0 $0 $0

VoIP - Hosted Pricing


12/11/2015 6:05 AM p. 60

H/W

Maintenance &


26 $0 $0

27 $0 $0

28 $0 $0

29 $0 $0

30 $0 $0

31 $0 $0

32 $0 $0

33 $0 $0

34 $0 $0

35 $0 $0 $0 $0 $0 $0 $0 $0


Implement

-ation

Please itemize the total cost by function or phase to implement the proposed solution including:

project management, configuration and any customization development to support your responses on

the Requirements worksheet, legacy data migration, system testing, deployment, and both end-user

and system administrator training. Please include any travel and expenses estimated costs. 35 $0 $0 $0

36 $0 $0

37 $0 $0

38 $0 $0

39 $0 $0

40 $0 $0

41 $0 $0

42 $0 $0

43 $0 $0

44 $0 $0

45 $0 $0

46 $0 $0

47 $0 $0

48 $0 $0

49 $0 $0

50 $0 $0

51 $0 $0

52 $0 $0

53 $0 $0

54 $0 $0 $0 $0 $0 $0 $0 $0

Proposed Other - Required

Other -

Required Please itemize any additional required costs to support the realization of your proposed solution.


12/11/2015 6:05 AM p. 61

54 $0 $0 $0

55 $0 $0

56 $0 $0

57 $0 $0

58 $0 $0$0

59 $0 $0 $0 $0 $0 $0 $0 $0


Other - Optional

Other -

Optional


excess of your proposed solution.59 $0 $0

60 $0 $0

61 $0 $0

62 $0 $0

63 $0 $0

64 $0 $0

$0 $0 $0 $0 $0 $0 $0 $0


12/11/2015 6:05 AM p. 62

5b60192d0b87416da007a7dc8b5b0b73.xlsx VoIP Requirements Response

# RFP Response and Requirements by section Requirement Details or CODB Examples, where applicable. See detail

question by section in the RFP

CODB

Rank

Ability to Meet Requirement

4 = Meets, Fully compliant

3 = Meets, with Configuration

2 = Met via Upcoming Release in <

1 year

1 = Requires Customization to

Meet

0 = Can Not Be Met in < 1 year

Response to Requirement Described response to

Requirement is part of

Proposed Pricing?

(Yes or No)

1 EXECUTIVE OVERVIEW1 Introduction and Summary

the Vendor should deliver an introduction to, and summary of, the Request for

Proposal (RFP) response and its specific fit for the City of Delray Beach

2 Visio Drawing an internetworking diagram of all equipment quoted

2.2 VENDOR BACKGROUND3 2.2.1 Brief Background

4 2.2.2 How many years with this system

5 2.2.3 How many offices in America

6 2.2.4 PM and SE within 2 hours

7 2.2.5 Certifications

9 2.2.7 Microsoft Cert's

10 2.2.8 briefly summarize the typical scope of work

11 2.2.9 Vendor’s standard procedures for cutover coverage

12 2.2.10 Vendor’s standard procedures for warranty and maintenance coverage

13 2.2.11 Partnering with another vendor

14 2.3.1 Overview and history of the manufacturer of the system being proposed.

15 2.3.2 Manufacturer’s annual sales volume, net earnings, R&D spend, and market share

(citing source) for the last year? 16 2.3.3 Briefly summarize the history of the solution platform being quoted

17 2.3.4 How would City of Delray Beach open tickets, receive service, obtain replacement

parts, and get onsite support through the manufacturer?18 2.4 References

CHAPTER 3 - CURRENT PBX INFRASTRUCTURE AND ENVIRONMENT19 3.3.1 Operating systems and Communications

Applications

Please note any concerns or questions with these communications applications

20 3.3.2 Virtual Servers Please note any concerns or questions with these communications applications

24 3.3.3 Software Distribution and Updating

Requirements

Vendor is responsible for creating a “pushable” installation package that will install

as a silent installation that will not require administrator account at desktop

25 3.3.4 Workstation and Computer Standards Please note any concerns or questions

26 3.4 VoIP Compatible Network Please note any concerns or questions

27 3.5 VoIP Readiness Please note any concerns or questions

CHAPTER 4 - RFP REQUIREMENTS28 4.1 - Turn-Key Pricing Pricing should be turnkey including discovery, design, implementation,

integration, testing, training, hardware, shipping and handling charges (if

applicable), sales tax, trip charges (if applicable), software, maintenance, support

and any other cost associated with the quoted system.

29 4.2.1 Business Continuity Please note any concerns or questions

30 4.2.2 Integrated Messaging Voicemail, email inbox, VM Computer and smartphone, deleted message,

Personal folders.

31 4.2.3 Instant Messaging and Presence (IM/P) Instant Messaging and presence

32 4.2.4 Enhanced 911 (E911) station location, notify internal extensions, ELIN or ALI, Update of location info,

DNIS.

33 4.2.5 - Session Initiation Protocol New SIP trunking

34 4.2.6 - Automated Attendant Automated Attendant and reporting

35 4.2.7 - IVR integrated solution w existing IVR ? Any experience this ERP System - Tyler Munis,

New World logos, SunGard one solution.

36 4.2.8 - Multiple Line Appearances Multiple Line appearances with distinct message waiting indicator (MWI)

37 4.2.9 - Music on Hold Provide MoH at the different locations and using G.711

38 4.2.10 - Recent Calls Display recent call and Caller ID

39 4.2.11 - Public Address (PA) paging for all proposed phones and create zones

40 4.2.12 On-Demand Call Recording

41 4.2.13 - Call Detail Recording (CDR) call accounting, outgoing, incoming, dashboard and pre-defined reports

42 4.2.13.1 - VoIP encryption Secure communications for Public Safety

43 4.2.13.2 - reporting

44 4.2.13.3 - Charge-back billing

45 4.2.13.4 - Alarms and hacking notification

46 4.2.14 - LAN/WAN/MAN Configuration

47 4.2.14.1 review of all IT infrastructure systems this initial discovery, Vendor will provide recommendations for upgrades and

remediation.

48 4.2.15 VLAN and QoS Separating VoIP traffic from data traffic and creating VLAN's

49 4.3 Managed Services

50 4.4 Non-Compliance list of features and functionality

51 4.5 Recommended optional upgrades Options and upgrades

CHAPTER 5 - PHONE SYSTEM52 5.1 - 5.1.1.1 Architecture Single telephone system w single data base

53 5.1.1.2 Vendor to supply of servers and OS Vendor provide all servers and OS

54 5.1.2 - 5.1.2.12 Telephone Spec's GigE, PC attendant console, four extension appearance, soft features,

speakerphone, Expansion Module etc.

55 5.1.3- 5.1.3.1 - Telephone Questions triple speed phones, wall mount kit,

56 5.1.3.2 Softphone softphone

57 5.1.3.3 Telephone directory Directory retrieved from? How is it accessed

58 5.1.3.4 Color display option is it available, upgrade cost

59 5.1.3.5 Wi-Fi cordless phone Wi-Fi or DECT phone supported

60 5.1.3.6 headsets Headset mode and option

61 5.1.5.1 Shared line for must answer line lines that must be answered by anybody with in the Department

62 5.1.5.2 Groups and call pick-up features and or any limitations to the number of phones in a pickup group, ring

group, or shared extension.

63 5.2 - 5.2.2 System Architecture brief description and discussion of the recommended system architecture

64 5.2.3 traffic reports and trunk reporting, usage

reporting

Please include samples of these reports in the appendix and your softcopy.

65 5.2.4- 5.2.4.5 - 911 compatible routed 911 calls with correct locations

66 5.3 - 5.3.1 Software What underlying operating system is used for the applications that form the

telecommunications platform 67 5.3.2 - OS and applications security flaws OS security flaws. Unneeded applications should be uninstalled, removed, or

disabled from the OS, Firewall ports used my app's?68 5.3.3 - software release

software release to resolve any software bugs

CHAPTER 6 - VOICE OVER IP69 6.1 - 6.1.1.5 - VoIP Quality and Performance reliable and high quality voice, during hours and after hours, LAN/WAN calls meet

MOS standards, no echo, choppiness and dropped calls70 6.1.2 initial discussion on network readiness data flows on the LAN/WAN/MAN, including all hardware installed, software

revisions, and routing/switching programming. Upon completion of this initial

discovery, Vendor will provide recommendations for upgrades and remediation

71 6.1.3 LAN upgraded to support VoIP VoIP Readiness Assessment of the newly upgraded LAN

72 6.1.4 - 6.1.4.15 NRA Scope tools used, mesh connection, call traffic, data traffic

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CODB

Rank





1 year


Meet




Proposed Pricing?

(Yes or No)

73 6.1.5 Diagnostic tools sample VoIP Readiness report

74 6.1.6 LAN/WAN data traffic testing tool used? For testing LAN/WAN

75 6.1.7 - 6.1.7.4 After NRA remediation Vendor will be required to explain and price any additional remediation

recommended in order to achieve the goals

76 6.1.8 Vendor cant provide voice solution If the Vendor cannot provide a voice solution that supports VoIP to the

expectations in Section 7.1, and this RFP

77 6.2 -6.2.1 VoIP Spec's What is the manufacturer’s recommended best practice for CODEC choice,

sampling rate, packet size, jitter buffer, etc.

78 6.2.2 Codec Will calls require transcoding between applications

79 6.2.3 Codec supported Will telephones auto-negotiate CODEC over the LAN/WAN when connections

between offices 80 6.2.4 running SIP for a telephone’s SIP or proprietary signaling, advanced features supported if using SIP telephones

81 6.2.5 SIP trunks support SIP trunks, SIP compliant gateways, or SIP telephones

82 6.2.6 re-routed from the WAN/MAN to PSTN what, if any, loss of features will be experienced

83 6.2.7 support both IP hard phones and IP

softphones

Are IP-to-IP direct calls supported for NAT-translated IP hard phones and IP

softphones? 84 6.3.1 Encryption ability to encrypt the conversation between telephones, and between telephones

and PSTN gateways

CHAPTER 7 - VOICE MAIL PLATFORM85 7.1.1 specific requirements easy to use

86 7.1.2 Vendor is required to set up two guest

mailboxes

Please provide a phone number and login information

87 7.2 - 7.2.1 Voice messaging system Describe your voice messaging product offering

88 7.2.2 voicemail built by the manufacturer If not please provide information regarding the OEM company, their history, and

relation with the VoIP telephony manufacturer89 7.2.3 provide, install and maintain the computer

platform for voice mail system

provide the specifications of the platform you will be providing

90 7.2.4 operating system of the voice mail system responsible for installing and maintaining the voicemail’s Operating Software

91 7.2.5 How will the system scales beyond the

number of proposed ports

Explain how the system scales beyond the number of proposed ports.

92 7.2.6 messages stored in an industry standard

format

Are voice messages stored in an industry standard format? How many

Megabytes of disk space are required for each hour of voice storage?

93 7.2.7 Backup backed up – programming, greetings, messages? Do back-ups happen

automatically, and can they be directed to a Network Attached Storage (NAS) hard

drive?94 7.2.8 Voice mail limits managing voice

95 7.3- 7.3.1 VM security and admin How is VM system managed

96 7.3.2 Password management How is the passwords managed

97 7.3.3 failed password how is this tracked

98 7.3.4 sample reports sample reports

CHAPTER 8 - UNIFIED COMMUNICATIONS AND COMPUTER TELEPHONE INTEGRATION 99 8.1 - 8.1.1 Provide Info for IM offering messages are queued and stored, physical connection to the phone system and

Email Server (Exchange) etc.

100 8.1.2 Email Client add-on software used to control Integrated Messaging

101 8.1.3 advanced capabilities speech playback of emails over a telephone interface, speech to text, voice

control and Calendar/Task integration102 8.2.1 Unified Communications functionality summarize the components and software required

103 8.2.2 online collaboration online collaboration, screen sharing, white boarding, presentations, etc. (similar to

WebEx or LiveMeeting)104 8.2.3 conference bridge use of passcodes, scheduled and reserved meetings, and meeting invitations

105 8.3.1 Computer Telephone Integration dial a phone number from Outlook clients and have the call complete on their

VoIP desk phone?

106 8.3.2 a phone number on a web browser provide the ability to highlight a phone number on a web browser page and have

the call dialed by the phone system?

107 8.3.3 other relevant CTI applications Briefly describe and price

108 8.4.1 Mobility App Describe any functionality that the system has to ring a call to a person’s cell

phone and desk phone simultaneously109 8.4.2 optional pricing for any other Mobility

applications

Describe and provide optional pricing for any other Mobility applications

CHAPTER 9 - SYSTEM ADMINISTRATION REQUIREMENTS110 9 - 9.1.1 requirements administration tool capable of supporting all offices within the enterprise from a

single intuitive user interface

111 9.1.2 Change control change log of programming changes and which administrator made the change

112 9.2- 9.2.1 System admin questions Describe the database

113 9.2.2 database integration integrated with The City of Delray Beach current Active Directory, Email, and HR

databases.

114 9.2.3 Security prevent unauthorized access to the administration application?

115 9.3 - 9.3.1 System monitoring and diagnostic diagnostic tools, logs and reports

116 9.3.2 system alarms and alarm notification Describe the system alarms and alarm notification available from each sub-system

117 9.3.3 Monitoring If data is provided by the telephones, can it be monitored in real-time, or are the

statistics sent at the end of a call?

118 9.4 - 9.4.1 Upgrade and patching provide software updates

119 9.4.2 future software releases Briefly describe the process for installing a software update, and reverting to a

previous software load if required120 9.4.3 software upgrade on a standby/redundant

server

Can the standby location stay on the old software level in case you need to revert

to the previous software level?

CHAPTER 10 - IMPLEMENTATION REQUIREMENTS

121 10 - 10.1 Implementation Requirements Vendors should ensure that their proposal will meet the required Scope of Work

122 10.2 Installation Looking for compliance for section 10.2.1-10.2.9.4

123 10.3 Training end-user training 10.3.1 - 10.3.1.8

124 10.3.2 Training Materials

125 10.3.3 Quick Reference / Desk-side training

126 10.4 User acceptance testing Create a UAT plan

127 10.5 Cutover coverage Cutover plan

128 10.6 System acceptance system acceptance plan

CHAPTER 11 - WARRANTY, MAINTENANCE AND CUSTOMER SUPPORT

129 11 - 11.1.1 Specific req. covered by a 1-year parts and labor replacement warranty or first year

maintenance plan, including onsite support if required130 11.1.2 require 8x5xNBD support service and support will be provided at no additional cost during business hours

Monday to Friday

131 11.1.3 enhanced support 24 hours X 7 days X 4 hour Service Level Agreement

132 11.1.4 Time and Material options after- hours Emergency support on a Time and Materials basis.

133 11.1.5 Phone maintenance optional price for 8x5xNBD maintenance of the telephones

134 11.1.6 Vendor bid maintenance cost Vendors are instructed to bid the maintenance costs for ALL equipment being

proposed in Schedule A 135 11.2 - 11.2.1 Warranty Questions manufacturer’s standard warranty period on hardware, software, and other

equipment without the purchase of additional maintenance or warranty?

136 11.2.2 Maintenance options Vendor vs. Manufacturer, and which service level

137 11.2.3 Post installation warranty/maintenance

support

Is post installation warranty/maintenance support available from the

manufacturer?

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CODB

Rank





1 year


Meet




Proposed Pricing?

(Yes or No)

138 11.2.4 Post installation warranty/maintenance

support

Is post installation warranty/maintenance support available from the installing

Vendor?

139 11.2.5 Hybrid maintenance Is hybrid maintenance available where the Vendor provides Tier 1 support, help

desk, advanced replacement and escalation but manufacturer provides hardware

replacement, Tier 2+ support, and resolution of software issues?140 11.2.6 manufacturer certified personnel maintenance agreements shall be performed by manufacturer certified personnel

141 11.2.7 routine system monitoring ability to provide routine system monitoring to assure the continued operation of

all system components142 11.2.8 view past and current service calls Describe any portals or reports where the City of Delray Beach can view past and

current service calls, and moves/adds/changes with detailed resolution143 11.2.9 Emergency service notification for emergency services

144 11.2.10 Response time for minor system problems Service Provider should complete routine requests for additions, deletions, and

feature changes 145 11.2.11 Maintenance cost increases Maintenance cost increases

CHAPTER 12 - VENDOR RESPONSE REQUIREMENTS150 12.1.1 Itemized Equipment List

151 12.1.2 Virtual Server Requirements for the Quoted

Solution

152 12.1.3 Vendor Scope of Work

153 12.1.4 Installation Project Plan

154 12.1.5 Acceptance Test Plan

155 12.1.6 MFG Software License Agreement

156 12.1.7 Experience and Performance

157 12.1.8 Financial Ability

158 12.1.9 Service Level Plans

159 12.1.10 Organizational Structure

160 12.1.11 Equipment and Infrastructure

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Vendor Name Project

Site/Facility NameEstimated

Site Cost MR Cost

Estimated Site Total w/

monthly cost

City Hall

-$

-$

-$

-$

-$

TOTAL $ -

SITE SHEET SUMMARY



12/11/2015 6:05 AM p. 66

ITEM CODE QUANTITY UNIT UNIT PRICE COST-$ -$

-$ -$ -$ -$ -$

-$ -$ -$ -$

-$ -$ -$

-$

-$

ITEM CODE QUANTITY UNIT UNIT PRICE COST-$ -$ -$ -$ -$

-$ -$ -$ -$ -$

-$ -$ -$ -$

-$

-$

ENTER SUBTOTAL FROM COST CONTINUATION PAGE(S)

Site Total -$

MRC by siteProposal Cost Description

NARRATIVE


Estimated Site Total -$

Estimated Site Total: -$

NARRATIVE

Address

City of Delray Beach City Hall

SITE SHEET

SITE COSTCost Description (Source of Cost Estimate)

Site Name Project


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ITEM CODE QUANTITY UNIT UNIT PRICE COST

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Proposal Cost Description

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Cost Description (Source of Cost Estimate)

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Address

City of Delray Beach City Attorney

SITE SHEETSite Name Project


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66

Question and Answers for Bid #2016-049 - Voice over Internet Protocol (VoIP)

Overall Bid Questions

There are no questions associated with this bid.

Question Deadline: Dec 23, 2015 5:00:00 PM EST


12/11/2015 6:05 AM p. 103

solicitation 2016 -049 voice over internet protocol (voip ... for bid 2016-049.pdf · 5 6...

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