REQUEST FOR PROPOSAL RFP 17-009 Issue Date: 01/12/2017 Proposal Due Date: 2/16/2017 Issued by: Southeast Alaska Regional Health Consortium 3100 Channel Drive, Suite 300 Juneau, Alaska 99801 Email Proposals to: rfp17-009@searhc.org Name of Project/Project Title Telecommunication services in support of SEARHC s integrated data, voice and video network. Background Information SEARHC is a nonprofit, Native-administered health consortium established in 1975 to represent the health care needs of Tlingit, Haida, Tsimshian and other Native and rural residents of Southeast Alaska. Through resolutions from fifteen tribal governments, SEARHC functions as a Public Law 93-638 (Indian Self-Determination Act) tribal organization. SEARHC is governed by a Board of Directors made up of elected Native representatives from each of the communities served by the Consortium. SEARHC is often the sole health care provider in smaller Southeast communities where no other care is available. SEARHC programs and facilities serve a beneficiary (Alaska Native/American Indian) population of over 12,000 individuals in Southeast Alaska and over 6,000 non-natives. For over 35 years, SEARHC has provided the highest quality health care services for Native and rural residents of Southeast Alaska. SEARHC offers a full array of comprehensive medical, dental, behavioral health, community-based prevention, health promotion, environmental health and safety, and various health training programs throughout the region. SEARHC operates Mt. Edgecumbe Hospital in Sitka, regional medical-dental clinics in Juneau and Sitka, sub-regional clinics in Haines and 1
on Prince of Wales Island, and numerous other village clinics throughout the region. More information about SEARHC can be found at www.searhc.org. Proposal Objective The objective of this RFP is to solicit bids and negotiate a contract for telecommunication and Internet services in support of SEARHC s integrated data, voice and video network. Although SEARHC intends to upgrade its current services, RFP 17-009 does not commit SEARHC to purchase new circuits or services. SEARHC may obtain Universal Services Fund support for the services listed on the attached worksheet. Response Format and Content The response must contain a statement of qualifications and a concise narrative which addresses the criteria described in the Scope of Services. Responses should follow the format described below and include all requested information. Failure to follow the prescribed format or omission of required information for any evaluation criteria element may result in a score of zero for that element. 1. Response Format Response must be complete and adhere to the guidelines described below. In the response, Service Providers will restate and provide a written response to each paragraph. Where Service Provider agrees with a paragraph in its entirety, Service Provider may respond with Fully understood and comply following the paragraph in the Service Provider Response area. Where Service Provider has an exception, Service Provider will respond with Exception following the paragraph in the Service Provider Response area and describe their exception. Service Providers may include additional relevant information to any paragraph under Service Provider Response. Instructions to Proposers 2. Statement of Interest Service Providers shall submit a statement of interest via email to rfp17-009@searhc.org at their earliest convenience. 3. Proposal Submittal and Due Dates Proposals are due on the Proposal Due Date listed on page 1 of RFP 17-009. Proposals must be submitted via email to rfp17-009@searhc.org in either searchable Adobe PDF or MS Word format. 4. Response Length Proposals shall not exceed 35 pages in length. 2
5. Required Worksheet RFP 17-009 includes one worksheet. Service Providers must complete and return the attached worksheet with their proposal. The required worksheet must not be incorporated into the proposal document but rather included as an email attachment and remain in its original MS Excel format. 6. Questions and Clarifications - Questions may be submitted to SEARHC within 14 days of the RFP issue date. Questions and answers will be shared with Service Providers via email. Send questions to rfp17-009@searhc.org. 7. Addendum SEARHC reserves the right to issue addenda at its discretion. Addenda will be issued to Service Providers via email. Scope of Services Configuration Requirements 8. Network Integration SEARHC requires a single integrated network for many of the services and locations listed on the attached SEARHC RFP17-009 Services Worksheet. Service Providers are encouraged to bid on all services listed on the worksheet. Service Providers who are unable to bid on all services listed on the attached worksheet may team with other Service Providers in order to submit a complete proposal. 9. Services Worksheet Service Providers must complete Sections 2 and 3 on the attached SEARHC RFP17-009 Services Worksheet and include it with their proposal. The Services Worksheet specifies requested locations, services and bandwidth/port speed. Instructions are located on the bottom of the worksheet. Service Capabilities and Configuration 10. Regulatory Approval Service Provider acknowledges they have all relevant local, state and federal regulatory approval for all services, features, equipment, discounts and promotions proposed. 3
11. USAC Eligibility Service Provider acknowledges they have filed all the necessary forms and documents with the Universal Service Administration Company. 12. Service Availability Service Provider acknowledges all services and features proposed in their response are currently available and readily provisioned in accordance to the requirements outlined in this RFP. 13. Description of Services Service provider will include in their response a detailed description of the service technology and configuration. 14. Description of CPE Service provider will include in their response a detailed description of the customer premise equipment (CPE). 15. Service Implementation Plan - Service Provider will include in their response a service implementation plan. The service implementation plan must address how the Service Provider will transition from the legacy network to its new service, testing plans, expected downtime, cut windows, etc. 16. Installation Completion Requirement - SEARHC requires that the services proposed be provisioned and ready for productive use in its entirety to not exceed 120 calendar days from the installation and provisioning of the first location, or an alternative timeline agreed to in writing by SEARHC. Service Provider will include in their response a statement of guarantees and/or other remedies if the installation completion requirements are exceeded. 17. Maintenance, Monitoring and Traffic Reporting Service Provider maintenance and monitoring of the network shall be provided on a 7 x 24 x 365 basis, and will provide network traffic reporting to SEARHC upon request. 18. Customer Monitoring Service Provider will configure network to allow SEARHC to monitor network connectivity including Customer Premise Equipment using SEARHC provisioned and managed network management tools (SNMP and NetFlow), or an equivalent alternative agreed to by SEARHC. 19. Customer Access Service Provider will provide SEARHC with read-only access to customer premise equipment within thirty days upon written request. 4
20. Disaster Recovery Service Provider will include in their response a description of the relevant infrastructure and systems in place that will provide equipment failure recovery capabilities for the services proposed. 21. Service Level Agreement (SLA) Service Provider will include in their response their SLA for the products and services proposed. The SLA must include provisions for installation lead times, trouble ticket response times, guaranteed service up time, and guaranteed QoS including average latency. 22. Security Service Provider will include in their response a description of their IT security approach, implementation, security incident response, etc. Within 90 days of the contract effective date, winning Service Provider will provide to SEARHC the Service Provider s most recent security risk assessments for the contracted services. Within 18 months of the contract effective date, winning Service Provider will provide to SEARHC an updated security risk assessment for the contracted services. Service Provider Support and Account Management 23. Telco Agent Service Provider shall act as SEARHC s single point of contact / agent for all services proposed. 24. Trouble Reporting a. Support Service Provider will provide trouble support twenty-four hours a day, seven days a week. A trouble ticket number will be assigned for each customer call and for all Service Provider outages or issues. b. End-to-End Responsibility Service Provider will assume end-to-end responsibility for all services proposed. End-to-end responsibility is defined as CPE to CPE and includes all hardware, software, circuits, services, etc. Service Provider will assume the primary role for all network trouble shooting activities. c. Communication Service Provider will provide regular communication and status updates during all service outage events. 5
d. Reporting Service Provider will provide trouble ticket reports to SEARHC upon request. 25. Credits Service Provider will provide account credits for service outages. For determination of credits due, Service Provider will specify the following in their response: e. Service Outage Service Provider will describe what constitutes a service interruption and at what duration the interruption becomes an outage. f. Credit Amount Service Provider will describe how credits are calculated and provide examples for a $1,000.00 MRC service based on a 30 day month for the following outages: i. 15 to 59 minutes ii. 1 hour to 4 hours iii. Greater than 4 hours g. Customer Responsibility Service provider will specify all customer requirements associated with credits (if any). 26. CPE Maintenance Service Provider will include in their response a description of their CPE maintenance plan. The plan should address routine maintenance windows, software patching and upgrades, hardware replacement, customer notification, etc. 27. Insurance Requirements Service Provider shall maintain, at its own expense, appropriate lines of Worker s Compensation and liability insurance in amounts as required by law or otherwise as Services Provider deems commercially reasonable. Optional Services, Features, and Functionality In this area, Service Providers may describe additional services, features and functionalities they are offering in their proposal. For each optional service, feature or functionality, Service Provider must include both monthly recurring and one-time costs associated with the option. If there is no additional charge / cost associated with the option, then Service Provider will respond with No additional cost. Contract 6
28. Contract - The selected contractor will be required to enter into an agreement with SEARHC in a form acceptable to SEARHC. The contract amount and/or duration may be supplemented, if needed with additional option months and with the agreement of both parties. 29. Term - The contract term shall be for thirty-six months (36) months beginning July 1, 2017 with a provision to allow SEARHC to terminate the contract after twenty-four (24) months without penalty from contract effective date. 30. Service Additions, Changes and Deletions The contract will allow SEARHC to add, change or delete services with a ninety (90) day notice in writing without plenty. Basis for Award of Contract 31. Evaluation Criteria - The following evaluation criteria and weight factors will be used to select the winning proposal: a. Price 30% b. Network Design and Technology 15% c. Implementation Plan and Timeline 10% d. Management, Monitoring, Support and SLA 20% e. DRP and CPE Condition 10% f. Proposal addresses all requested sites and services 10% g. Adherence to the RFP guidelines 5% 32. Statement of Basis of Award - Subject to the provisions contained herein, an award will be made to one Service Provider bidding on RFP 17-009. The award will be made to the Service Provider with the highest score and whose proposal conforms in all essential respects to the solicitation requirements outlined above. Terms and Conditions 1. SEARHC reserves the right to review and score accordingly on all proposals, and to waive minor irregularities in any proposal or quote. 2. SEARHC reserves the right to request clarification of information submitted, and to request additional information from any proposer. 7
3. The contract resulting from acceptance and award of proposal shall reflect the specifications in this RFP 17-009. 4. SEARHC shall not be responsible for any costs incurred by the contractor in preparing, submitting or presenting its response to the RFP. 5. It is the sole responsibility of the PROPOSER to assure that they have received the entire Request for Proposal. 6. Prior to the final selection, proposers may be required to submit additional information which SEARHC may deem necessary to further evaluate the proposer's qualifications. 7. SEARHC reserves the right to negotiate with the selected proposer the exact terms and conditions of the contract. 8. SEARHC is under no obligation to award this project to the proposer offering the lowest fee proposal. Evaluation criteria included in this document shall be used in evaluating proposals. Anticipated Selection Schedule The following table presents the planned timeline for major activities associated with this RFP distribution, proposal submission, and proposal evaluation process. SEARHC reserves the right to change the timetable, including the associated dates and times. Activity Date Due date for proposals 02/16/2017 Evaluation of proposals 02/20/2017 Anticipated Proposal selection date 02/22/2017 8