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REQUEST FOR PROPOSAL(RFP)

FOR

VOICE OVER IP TELEPHONE SYSTEM AND PROFESSIONALSERVICES

FOR THE RANCHO CALIFORNIA WATER DISTRICT

Due Date:11/19/2008, 4:00 P.M.

Deliver to:Rancho California Water District

Attn: Dave Ham42135 Winchester Rd.Temecula, CA 92590

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Rancho California Water DistrictRequest for Proposal

VoIP System Upgrade Page 2 of 13

Table of Contents

SECTION 1: INT RODUCTION ......................................................................................................... 3

1.1 P ROJECT P URPOSE AND SCOPE .......................................................................................................... 3 1.2 P ROJECT SUMMARY ........................................................................................................................... 3 1.3 T IMELINE /SCHEDULE OF E VENTS ..................................................................................................... 4 1.4 ADDITIONAL INFORMATION ............................................................................................................... 4

SECTION 2: OVERVIEW OF CURRENT ENVIRONMENT ................................................... 4

2.1 VOICE SYSTEMS ................................................................................................................................. 5 2.2 DATA NETWORK ................................................................................................................................. 5 2.3 C ABLE INFRASTRUCTURE .................................................................................................................. 5 2.4 RCWD C OMPUTING E NVIRONMENT AND APPLICATIONS ................................................................ 5

SECTION 3: SYSTEM REQUIREMENTS ..................................................................................... 6

3.1 SYSTEM R EQUIREMENTS O VERVIEW ................................................................................................ 6 3.2 T ELEPHONE H ANDSETS ...................................................................................................................... 6 3.3 AUTOMATED C ALL D ISTRIBUTION (ACD) ......................................................................................... 6 3.4 E-911 ................................................................................................................................................... 7 3.5 M OBILE SUPPORT ............................................................................................................................... 7 3.6 VOICEMAIL AND AUTOMATED ATTENDANT SYSTEM R EQUIREMENTS ............................................ 7 3.7 UNIFIED M ESSAGING .......................................................................................................................... 7 3.8 SYSTEM ADMINISTRATION ................................................................................................................. 7 3.9 C ALL ACCOUNTING SYSTEM ............................................................................................................. 8 3.10 P OWER AND R EDUNDANCY .............................................................................................................. 8 3.11 IVR/C ALL C ENTER .......................................................................................................................... 8 3.12 O PTIONAL F EATURES ....................................................................................................................... 8

SECTION 4: IMPLEMENT ATI ON REQUIREMENTS .............................................................. 8

4.1 P ROJECT M ANAGEMENT .................................................................................................................... 9 4.2 VENDOR O PERATING P ROCEDURES .................................................................................................. 9

SECTION 5: RESPONSE FORMAT A ND CONTENT S ........................................................... 9

5.1 R ESPONSE SUBMISSION ...................................................................................................................... 9 5.2 P ROPOSAL F ORMAT ......................................................................................................................... 10

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SECTION 1: INT RODUCTION

1.1 Project Purpose and Scope

The Rancho California Water District (RCWD) is requesting proposals from qualifiedtelephone service companies to replace the districts current Private Branch Exchange(PBX) telephone system. RCWD is located in Riverside County, in Temecula CA.

The district is currently facing several challenges with its current telecommunicationssystem including the following:

1) The districts system is based on older hardware and software technology that doesnot take advantage of the newer infrastructure technology currently used by the district.

2) The current system is costly to maintain and operate.

These challenges are the impetus for the districts plan to upgrade its telecommunicationssystem. The district is seeking a solution that addresses the above concerns. RCWD isrequesting proposals from qualified telephone service companies to supply and install anew system as outlined in this RFP.

1.2 Project Summary

RCWD seeks a system replacement that will achieve the following key goals:

Provide IP-based voice capability. The new system will provide a Voice overInternet Protocol (VoIP) solution that RCWD can leverage for current andfuture applications

Acquire a system that can be easily configured and installed with nointerruption to RCWDs current operations and systems

Implement a system that is compatible with the RCWDs IT infrastructure.The new system must operate on RCWDs current IT infrastructure withlimited modifications

The system must include telephones which provide 1GB network pass throughto any PC equipment attached to the phones

Integrated voice mail services

Provide high quality voice with minimal voice latency

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Well supported and maintained

System must either include IVR capabilities or be readily configurable toconnect to a third party IVR

System must include the capability to provide ACD services

Support for 911/Emergency call-out

Cost effective

System must be fully redundant

1.3 Timeline/Schedule of Events

Following are key dates for this RFP. The district is committed to adhering to thisschedule but reserves the right to make modifications.

Release RFP 11/05/08 Vendor Questions Due 11/12/08 Proposals Due 11/19/08 Vendor Interviews/Demos 11/26/08 12/03/08 Vendor Selection/Staff Recommendation 12/10/08

Decision pending final budget approval

All questions should be directed in writing via email to:

Dave HamPurchasing OfficerRancho California Water DistrictEmail: [email protected]

1.4 Additional Information

The RCWD has no obligation to buy or issue a solicitation to any vendor as a result of this RFP. Each response to this RFP shall be done at the sole cost and expense of eachproposing firm and with the express understanding that no claims against RCWD forreimbursement will be accepted.

The selection of the best proposal will be based on a consideration of costs, demonstratedproduct quality, and the proposer's ability to meet the needs of RCWD. The proposalwith the lowest monetary cost will not necessarily be selected.

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SECTI ON 2: OVERVIEW OF CURRENT ENVI RONMENT

2.1 Voice Systems

The Information Technology (IT) department is responsible for managing RCWDsphone system. The current Fujitsu 9600 PBX was purchased in 1998.

RCWD currently has 4 locations that use the existing PBX. RCWD also has severaltelephone lines that are not connected to the PBX including payphones, FAX machinesand modem lines.

RCWD uses PaeTec as its carrier for local and long distance services.

RCWDs voicemail system is CallXpress running on a Windows 2003 server withapproximately 150 mail boxes in use.

RCWDs existing phones include analog and digital handsets.

2.2 Data Network

RCWD uses a 100% switched/routed network using Extreme Switches. The network coreis an Extreme SummitStack consisting of two x450-24x switches with redundant 1-GBfiber links to each of the IDF closets. Most IDF closets utilize 2 4 Extreme Summit400-24p switches setup in a stacking configuration, and one IDF uses 2 Extreme Summit

X450e-48p switches setup in a stacking configuration. All Extreme switches are QoScapable and have 802.3af PoE (Power over Ethernet). Internet access for all RCWD sitesis redundant via a bundled set of 3 T-1 lines and also a 4.5MB Wireless microwave link.The data network provides CAT6 wiring 1GB network speed to all of the networked PCs.

2.3 Cable Infrastructure

All 4 of the districts office buildings are cabled with Category 6 cabling. Building A has1 Datacenter and 3 IDF closets which are connected to the Datacenter via redundant 1GB fiber connections. Building B has one IDF which is connected to the Datacenter in

building A via redundant fiber connection. Building C has 2 IDF closets connected toeach other via a single fiber connection. The Building C primary IDF is then connectedto the Datacenter through redundant fiber connections. The last building isapproximately 1.5 miles away from the main campus and is connected to the datacenterin building A via fiber connection. This fiber connection is owned by the District andcurrently has 4 pairs of lit fiber and 20 pairs that are dark fiber. The computers connectto the various IDF closets via 1 GB CAT6 copper wiring.

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2.4 RCWD Computing Environment and Applications

RCWDs server environment consists of Windows Server 2000, Server 2003 and Server2008. Email is provided by Microsoft Exchange Server 2007 on a Windows Active

Directory 2008 DS. The desktops are running Windows XP with at least service pack 2installed. The desktops use Outlook 2007 as their email clients. The desktops run a mixof both standard applications and proprietary applications.

SECTI ON 3: SYSTEM REQUI REMENTS

3.1 System Requirements Overview

RCWD is interested in options that leverage existing investments and phased approachesthat can help ensure a smooth transition to a new system. The following is an overview

of the key requirements followed by specific desired features of a new system.

PBX replacement (VoIP) Handset replacement Unified messaging / Voicemail Long term maintenance agreement plan Speaker phones Standard phones IVR/Call Center capability built in or compatible with third party system Voicemail provide for 250 voicemail boxes The solution should provide for a Graphical User Interface or easy to use

administrator interface The solution should allow for administrators to perform adds, moves or

changes and software upgrades The solution should provide for diagnostic tools so local administrators can

diagnose problems

3.2 Telephone Units

Telephones providing easy single button access to standard features includinghold, transfer and conference

Support of American Disability Act (ADA) requirements, including amplifiedhandsets and support of TTY devices for those with a hearing disability

Headset port integration and designated on/off button on the telephone Display of internal CID name and extension Separate volume control for handset, speaker and ringing features Support 1GB pass-through to connected PC equipment

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3.3 Automated Call Distribution (ACD)

The system, at minimum, must have fairly robust ACD capabilities included withmultiple agent groups, agents per group, supervisors and reporting capabilities. Many

departments have peak periods of heavy call volumes that require the addition of resources or technology to help the staff manage the volume of calls.

3.4 E-911

Regardless of the location, dialing 911 from any site on RCWDs system must atminimum identify the physical building address, floor and assigned quadrant to the E-911operators. It is preferred that the system also identify to the cubicle/office level withidentification automatically re-addressed for any station level moves.

3.5 Mobile Support

System should support the use of wireless IP phones for use on an enterprise classwireless solution when it comes online. The wireless solution is not currently inproduction but the system must have the capability support wireless IP phones when thetechnology becomes available.

3.6 Voicemail and Automated Attendant System Requirements

RCWD is seeking a centralized voicemail and automated attendant solution that isintegrated with the VoIP system. Many departments will benefit from information onlymailboxes that will assist with high volume non-emergency calls as well as frequently

and repetitively asked questions. The selected system will have the ability to supportautomated attendant for multiple departments independently.

3.7 Unified Messaging

RCWD seeks a system that provides Unified Messaging (UM) integration with MicrosoftExchange 2007. The unified messaging or IP network integration options should providenetwork compliance and interoperability with Windows Server 2008 and Exchange 2007.If the proposed system does not yet work with Windows Server 2008 and Exchange2007, but has a scheduled upgrade path, please identify this currently supported softwareversions and include specific upgrade plans, including dates.

The UM system must support multiple location system integration and delivery of messages to remote office users through an Outlook client and/or through an Exchangeserver. It is desired that certain mailboxes be capable of delivering broadcast messages toall system users or select subsets of users.

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3.8 System Administration

A secure, centralized point of administration (access terminal) is desired to administer allRCWD sites. The desired system will allow the IT Department to manage most of the

required system administration functions for all locations from building A. Systemadministration requirements include:

Secure administration for all sites on the network available on the RCWDsLAN with system administrative authorization

Ability to run basic diagnostic checks and backup as well as restore data toinclude site telecom database, voicemail database, end user data andvoicemail/email messages

Ability to utilize Commvault Simpana 7.x backup client Ability to support remote administration at all sites (terminal services) Ability to perform standard software changes (moves, adds, changes) Ability to build/modify stations, trunk groups, trunk routing tables and ACD

groups from Graphical User Interface (GUI) using English languagecommands

The system must provide reporting that allows the system administrator todetermine traffic/trunking requirements, processor busy levels and servicequality

Additional traffic measurement tools with the ability to determine call volumeby department would be very useful for determining staffing and scheduling

Ability for IT staff to perform software upgrades if not provided as part of themaintenance agreement

3.9 Call Accounting System

RCWD is interested in utilizing call accounting features for the new system to bettertrack call information. The system should be easy to administer and include built inreporting capabilities.

3.10 Power and Redundancy

Survivability is critical. Phone sets in an IP solution require power. Each vendor willneed to clearly state how their system provides power to the telephones and theassociated impact to space, capacity, etc. A UPS should be included as part of thehardware solution if any support equipment is needed outside the datacenter. It should becapable of running the system for a minimum of 30 minutes without utility power.

It is essential that the chosen system be evaluated for reliability from both the standpointof historical up time to redundant operations. The proposed solution should provideredundancy options/alternatives to insure that critical identified sites remain in service inthe event of a disaster or major power failure.

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3.11 IVR/Call Center

An Interactive Voice Response or Call Center system is being sought by RCWD to assistour customers in several areas as well as reduce costs and minimize call volume to our

Customer Service Representatives. The minimum requirements for this system are:

Ability for customers to submit Credit Card payments by phone Import a phone number list for outbound calling w/ the ability to include unique

data like past due dates, bill amount, etc. for each customer called Allow customer access to basic account info (bill due date, amount due, last

months usage, etc.) Skill-based routing Conform to all phone system requirements as outlined in this RFP Simplicity and ease of use for even non-technical personnel

Phone systems that have an integrated IVR solution will be evaluated first on the VoIPrequirements and then secondarily on the IVR requirements. The District reserves theright to select a VoIP and IVR solution from separate and/or stand alone vendors.Proposals from vendors offering only an IVR solution will be considered. The Districtreserves the right to seek alternative solutions for IVR from outside vendors notsubmitting to this VoIP RFP.

3.12 Optional Features

RCWD is interested in additional features and functionality that can improve customerservice and district operations such as video conferencing, and mobility solutions.Responders are encouraged to provide suggested systems and enhancements.

SECTION 4: IMPLEMENTAT ION REQUIREMENTS

4.1 Project Management

RCWD is looking for a full service provider that can offer a turn-key solution. Theimplementation process will need to include project controls and processes that willensure a smooth roll-out. Vendors are required to provide information on their projectplanning and implementation approach including specific tasks and a project plan withtimeline and labor hours in Microsoft Project. Proposals should clearly outline thevendors methodology and address the following items.

Project Planning Process/Methodology/Project Plan Project Risk Management/Mitigation Required Protocols/Standards

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Product Certifications Testing and Acceptance Procedures Training Documentation Implementation Support

4.2 Vendor Operating Procedures

Responses should include a description of the responders procedures for doing businessincluding project management and technical support. Examples include:

What is your proposed plan for managing the RCWD account? Describe the rolesand organization of a dedicated account support team, including a corporatesupport team. Responder must list sales and support team members.

Describe your companys technical support system, response and problemresolution procedures.

What characteristics set your company apart? Describe unique examples of product, service or added value.

What new technology and additional products or services does your companyplan to utilize in the near future that would be advantageous to RCWD?

SECTI ON 5: RESPONSE FORMA T AND CONTENTS

5.1 Response Submission

In order to facilitate the analysis of responses to the RFP, vendors are required to preparetheir proposals in accordance with the instructions outlined in this section. Vendors whodeviate from these instructions may be considered non-responsive and may bedisqualified at the discretion of RCWD. Proposals should be prepared in a concisemanner and provide sufficient detail and description of the vendors capabilities to satisfythe requirements of this RFP.

Please send one copy directed to the address below:

Rancho California Water DistrictAttn: Dave Ham42135 Winchester Rd.Temecula, CA 92590

5.2 Proposal Format

Responses to this RFP should include a cover page and a signed letter of transmittalfollowed by a table of contents. Proposals should be organized into the following major

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sections and provide sufficient detail for RCWD to make an informed decision andcomparison of proposals. Emphasis should be given on accuracy, completeness, andclarity of content. Additional information such as marketing brochures and promotionalmaterials may be included but should be at the end of the proposal in an appendix.

I. Executive Summary

A brief narrative not to exceed 3 pages describing the proposed solution.

II. Company Background

Provide company background information including description of products and servicesand company history. Responses should address the following items as well as otherinformation that may be relevant to the decision process.

Company History Product Focus Ownership Structure Employees Years in Business Key Partnerships and Alliances Government Contracts (e.g. CMAS, GSA) Vendor Offices/Locations Number of Customers Financials

III. Proposed Solution

Provide a narrative of the proposed solution including listing of all hardware andsoftware components. Responses should address all items identified in the requirementssection above as well as other optional features recommended by the vendor. The vendorshould highlight features and capabilities that the vendor feels are the strength of theproposed solution. The section should include the following major parts.

Solution Overview System Functionality Technical Specifications System Requirements Product Support

Vendors should discuss any potential upgrades that are required or recommended as partof the solution that is deemed outside the scope of work such as router and switchupgrades, cabling, and PC upgrades to support unified messaging. Vendors shoulddiscuss technology/platform strategy and future upgrade plans that will assist in thedecision process.

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IV. Implementation Plan

Provide a detailed work plan including vendors methodology for implementing the

proposed solution preferably using MS Project 2003/2007 format. This section shouldaddress all key phases including project planning, configuration, testing, rollout andsupport. A project plan listing tasks, dependencies, owner (vendor or customer) andassociated labor hours is required. Responses should include implementation planconsiderations including estimated time frame and deliverables for various stages of theproject. Responses should include a discussion of resources required by RCWD staff including IT personnel and end user training for the implementation as well as skillsrequired to support the new system. Key areas of interest include testing procedures andproject risk mitigation to help avoid system downtime.

Vendors must include a discussion of their project management approach including

project staffing. A description of the project team and resumes of key project members isalso required.

V. Client References

Proposal must include a minimum of three (3) references for directly applicable projectspreferably with a water district or government agency. References should include anoverview of the solution provided including hardware and software components.Additional references are allowable if the vendor chooses. Include the contact personwho was directly responsible for overseeing the implementation/completion for each of the referenced projects. Be sure to include the name of the client/agency, contact

information (name, phone number and/or email address) and the dates the services wereprovided.

VI. Cost Proposal

Proposal must include the proposed cost, including any and all out-of pocket costs,broken down by major activity. Include hourly rates and number of hours for eachindividual that will work on the project.Vendor should clearly indicate the level and type of support to be provided in detail thatrelates to their proposed ongoing maintenance and support costs. This should includehours of operation for support or available support plans with associated costs.

Cost proposal should identify any hardware and software required to implement thesystem. Cost proposals should include the following cost components.

Equipment (Hardware and Software) Implementation Services Training Support

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Optional Items Other

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