Sanilac County Community Mental Health Authority

Transcription

1 Sanilac County Community Mental Health Authority 227 E. Sanilac Ave, Sandusky Michigan (810) Fax: (810) Request for Proposal Phone System and IP Phones Due Date: Wednesday, July 1st 2015, 4:00pm Contact Person: Brad Carrier Contact 1

2 Table of Contents Background & Requirements 3 Agency information 3 RFP Objectives 3 Current Business Environment 3 Current Voice Infrastructure 3 Current IT Infrastructure 3 Project Scope 5 Instructions for Bidders 5 Bidder Information Company Information 6 References 6 Communication System 6 Reliability & Redundancy 6 E-911 Options 7 Virtualization 8 Unified Communications 8 Presence 10 Instant Messaging 10 Mobility 11 Telework 11 Unified Messaging 12 Conferencing 12 System Management 13 Deployment & Hardware 14 Security 14 Desktop Phones 15 Desktop Phone Accessories 15 Service & Support 15 Licensing 16 Warranty, Support & Maintenance 16 Training 17 Pricing 17 Proposal Rating Sheet 18 Definition Sheet for Reviewers 19 2

3 BACKGROUND & REQUIRMENTS Agency Information Sanilac County Community Mental Health Authority is the county level public mental health agency for Sanilac County residents. Sanilac County Community Mental Health Authority serves as the mental safety net for residents affected by serious forms of mental illness and developmental disabilities who are covered by Medicaid, the Adult Benefit Waiver and MI Child, as well as individuals who are uninsured. RFP Objectives The overall objective is to extend business continuity within the agency communications platform by replacing the existing phone system and IP phones. Current Business Environment The agency is consists of three buildings located in Sandusky at 227 E. Sanilac Avenue; 217 E. Sanilac Avenue and 400 Green Acres Drive. There are approximately 160 employees working in a mixed environment of on site and mobile. Current Voice Infrastructure 168 User and device licenses required o 19 common area phones o 125 DID (Direct Dial) extensions with two line SIP desk phones o 1 Operator with a nine line phone o 4 DID (Direct Dial) extensions with four line SIP desk phones o 2 physical phone systems o 2 PRI lines o 45 cell phones o 2 operator groups o Unused licenses reserved for expansion Current IT Infrastructure Microsoft Exchange hosted on premise Active Directory infrastructure Thin clients for most standard users RDP connections to Windows Server 2008 for most desktop sessions VMware infrastructure with offsite replication via Veeam Hourly server backups using Veeam Gigabit switches with POE+ Sonicpoint Wireless N Access Points Each building s switch stack is interconnected via fiber. 3

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5 Project Scope The overall project scope is to replace the existing phone system while not interrupting service to agency employees or the individuals we serve. There is an expectation of 100% uptime during agency hours of operation. Business hours are Monday, Wednesday, Thursday, Friday 8:00am 5:00pm, Tuesday 8:00am 7:00pm The scope of the project will include the following: Timeline for project completion System installation and billing must be completed by September 30, 2015 Planning and implementing IP addressing changes Creating a backup plan that meets agency requirements for redundancy Planning and implementing changes needed with the phone service provider Installing new hardware Staff training Instructions for Bidders The bidder is solely responsible for delivery of its proposal to Sanilac County Community Mental Health Authority, 227 E Sanilac Rd, Sandusky, Michigan by July 1 st 2015 at 4:00pm via snail mail or via to itstaff@sanilaccmh.org. Obtaining confirmation that the RFP was received is the responsibility of the bidder. Proposals should be prepared simply and economically, providing a straightforward, concise description of the bidder s ability to meet the requirements of the RFP. The contents of the proposal of the successful bidder may become contractual obligation if a contract ensues. Failure of the successful bidder to accept these obligations may result in cancellation of the award. All RFP responses submitted after the deadline will not be considered and will be discarded. All RFP responses submitted by the deadline will become the property of Sanilac County Community Mental Health Authority. To be considered, bidders must submit a fully completed response to this RFP using the format provided in this document. Responses should be provided to each section of the proposal outline. Failure to respond to each section may disqualify a bid or at minimum, lead to a bidder receiving a reduced score in the RFP evaluation process, effectively removing the bid from further consideration. A committee made up of at least three persons will evaluate each proposal and make a selection on which RFP response receives the highest score. The selection committee will include members of agency management, technical staff and non-technical staff. The committee will evaluate the proposals using a rating criteria tool. 5

6 BIDDER INFORMATION Company Information Please give a brief overview of the company including years in business and services provided. References Briefly describe other recent phone system implementations your company has provided that were similar in scope to the project for Sanilac County Mental Health. Please provide contact information for at least one reference. Communications System Describe your communications system solution. Summarize key features and benefits provided. Describe your systems fit within the agency. Indicate if any additional hardware, servers or telecom services will be required. Reliability & Redundancy Describe how the communication system would handle server failure. Include whether any active calls would be dropped. Also include what steps would happen either automatically or manually to initiate a failover state. 6

7 What services of the communication system would remain operational in the event of either: 1. a loss of service from the telecom provider to the communication system. 2. The communication system is in a failed or failover state. Describe the level of redundancy and possible failure points of the communication system. E-911 Options Describe how E-911 service is provided in the communication system. If 911 is dialed how are users alerted and what notification options can be configured for emergency alerts? Is the communication system fully compliant with the upcoming 2016 E-911 requirements put in place by the Michigan Public Service Commission? How is E-911 handled if a user is hot desking hotel mode or teleworking? How are changes to user location or phone location such as moving to a new building handled in regards to E-911? Please explain how the E-911 location is changed. 7

8 Are there any situations or phone configurations where E-911 would not be available to a user of the proposed system? Virtualization Describe how your solution addresses virtualization. Can your product run virtualized on a server with other applications? What hardware is required to run in a virtualized environment? Is the hardware vendor specific or can it be sourced from multiple manufacturers? What elements of the communication platform can be virtualized and which can t? Was this solution intended to be virtualized and does it perform best in a virtualized environment? Unified Communications Does your solution have a unified communication platform or suite? If so list the key features of the UC solution. 8

9 List the hardware and software requirements of the UC solution. Please include any limitations caused by RDP and thin clients. If your UC solution has a mobile app please list its features and what mobile operating systems it can run on. Does the UC solution integrate with Active Directory or LDAP? Does the UC solution integrate with any other messaging platforms or third party applications? Define and describe user options for voic within the UC solution and communication system. Can users self-restore deleted voic s? If file transfer over instant message is available can it be logged and disabled by the administrator? List the administration tools available for the UC solution with a brief description. 9

10 Presence Describe how your solution handles presence. Is presence available to all users of the solution? Can users manually change or customize their presence status or customize it? Can operators or designated groups change a user s presence status? Describe any other applications that your presence solutions can utilize. Can presence be based on a user s location automatically? Can your presence solution update based off calendar schedule? If so does it integrate with Microsoft Exchange 2010? Response Instant Messaging Does your communication platform support instant messaging? If so please list key features. Can instant messaging be centrally logged or disabled? 10

11 Mobility Does your solution have features to support mobile devices? If so what are the key features. Can calls be routed to multiple devices by the end user? Does the solution support single number call origination for mobile devices? Teleworking If your solution supports teleworking please list the key features. If a teleworking solution is supported please list its security features. If only some IP phones supported by the system are capable of teleworking, please list which ones are and are not capable of it. If a teleworking solution is present, is E-911 supported? 11

12 If additional hardware or telecom provider services are required for teleworking, please list them. Unified Messaging Does the system have unified messaging features? If so what features are supported? If unified messaging includes fax, please describe the user interface and any supported plug-ins. If unified messaging includes a centralized mailbox system, please describe its features and requirements. Please describe the storage method of the unified messaging system and its requirements. Does the unified messaging system support auto attendant or custom message routing? Conferencing If the solution supports audio, video or web conferencing, please list the key features. 12

13 Please describe the capacity limits of any included conferencing features. Also include any phone hardware limits for conference calling. If any conferencing features integrate with Microsoft Exchange 2010, please specify them. If web conferencing is included, please list any system requirements and unsupported web browsers, If video conferencing is included, please specify any required hardware. Also, list the protocols supported for video conferencing. System Management Please describe the management interface for the communications platform. Can all phones and locations be managed from a central interface? Does the management interface work within a virtualized environment? 13

14 Briefly describe the process of adding users and devices. Describe the process of upgrading the communication system. Define the backup and restore options for both the communication system operating system and individual components such as user storage and IVR information. Deployment & Hardware Describe how hardware redundancy is achieved in the communication system. If virtualization is supported, does the communication system support Vmotion and Veeam? Security Please give an overview of security features of the communication system. Detail security features available for end users. List call blocking features and how they are made available. Detail if these features are global or customizable for end users. 14

15 Desktop Phones List the IP phones proposed for the agency with key details and benefits. Are softphones available as part of this solution? Desktop Phone Accessories List any phone accessories compatible with the proposed phones in this solution. Please specify first party and third party headsets recommended with the phones proposed in the solution. If any proposed phones have optional wall mount hardware please specify the models where this is available. Service & Support Please list the qualifications and experience of the project manager who will work on this project. 15

16 Provide a sample scope of work document outlining vendor responsibilities, customer responsibilities etc. Describe how onsite service requests are handled and what the expected resolution time would be. Licensing Give an overview of the licensing structure for the communication solution. List all separately licensed features. Please describe any licensing situation that would cause a loss of system functionality. Is licensing available for the agency to purchase directly from the manufacturer if necessary or only through a reseller? Warranty, Support & Maintenance Describe your warranty and maintenance agreements. Describe the availability and shipping time for parts, phones and accessories needed to perform repairs or expansions of the system. 16

17 Provide an overview of how a work order is processed and escalated. Describe the process and guidelines used for providing remote assistance to customers. Training Please describe training being provided to end users and IT staff in this solution. Pricing Include a line item quote for the total cost of the all hardware, licensing, installation and training. Include any additional travel, overtime and additional expenses as a separate line item if we choose installation during off hours or a weekend. Detail which licensing costs are one time and which are recurring. 17

18 Proposal Rating Sheet For staff use Bidder Reviewer Rate each area of the proposal marked for response with the following criteria. No Response - 0pts. Poor or Below Expectation Response - 1pt. Acceptable or Meets Expectations Response 2pts. Good or Exceeds Expectations Response 3pts. Add the response scores for each bidder proposal and write the final score in the box below. Bidder Score 18

19 Definition Sheet for Reviewers Unified communications (UC) is the integration of real-time, enterprise, communication services such as instant messaging (chat), presence information, voice (including IP telephony), mobility features (including extension mobility and single number reach), audio, web & video conferencing, fixed-mobile convergence (FMC), desktop sharing, data sharing (including web connected electronic interactive whiteboards), call control and speech recognition with non-realtime communication services such as unified messaging (integrated voic , , SMS and fax). UC is not necessarily a single product, but a set of products that provides a consistent unified user-interface and user-experience across multiple devices and media-types. Source: Unified messaging (or UM) is the integration of different electronic messaging and communications media ( , SMS, fax, voic , video messaging, etc.) technologies into a single interface, accessible from a variety of different devices. While traditional communications systems delivered messages into several different types of stores such as voic systems, e- mail servers, and stand-alone fax machines, with Unified Messaging all types of messages are stored in one system. Voic messages, for example, can be delivered directly into the user's inbox and played either through a headset or the computer's speaker. This simplifies the user's experience (only one place to check for messages) and can offer new options for workflow such as appending notes or documents to forwarded voic s. Source: References to VMware are referring to the VMware hardware virtualization platform used in the CMH IT department. Hardware virtualization is defined by Wikipedia as follows: Hardware virtualization or platform virtualization refers to the creation of a virtual machine that acts like a real computer with an operating system. Software executed on these virtual machines is separated from the underlying hardware resources. Source: 19