Request for Tender for Phone system

Transcription

1 Request for Tender for Phone system Introduction Barnardos invites responses to a Request for Tender for the supply and support of an IP Telephone and Data Infrastructure. Barnardos is the largest charity in Ireland working with and supporting marginalised and disadvantaged children and their families. Barnardos provides a range of services for families and children in its centres in 42 locations around the country, serving about 8,000 children and families each year. Barnardos mission is to help transform children s lives through our services; support parents; and challenge society where it fails our children. Project Overview Barnardos require a supplier for the supply, installation and configuration of an Unified Communication (UC) Platform within this Request for Tender (RFT) document. The telecommunications infrastructure consists of servers, call routing hardware, call processing software and handsets. Also included is a voic and fax system which seamlessly integrates with staff user accounts and a reception operator s service console. The installation will address upgrading any hardware that is out of support within the telecommunications and data infrastructure. As the Barnardos infrastructure is currently in production within a live environment the proposed installation must take account of this. Work should be carried out with minimal downtime to the Business and during regular office hours (Monday to Friday, 8am to 5:00pm) where possible, thus eliminating the requirement for additional costs within the project. Any downtime requirements must be clearly indicated and agreed in advance with Barnardos to enable the organisation to plan accordingly. Penalties may apply to the successful Tenderer should downtime exceed the allotted time agreed with Barnardos.

2 Deliverables Successful delivery must include: Supply, install and configuration of a resilient UC Platform and data infrastructure to support all of Barnardos 42 locations; Project management and technical expertise to ensure seamless delivery of the UC project requirements with minimal downtime for the Business; Supply of a fully supported and in warranty telephone handset estate; Development of the UC platform infrastructure backup and recovery strategy; Supply of training on the proposed UC platform infrastructure; Supply of technical documentation, network diagrams and user guides; Supply of support, warranty and maintenance for duration of the contract; Provision of Account Management to include support service excellence, vendor escalation paths and reporting; Requirements System Features required Capacity for 400 employees to have an extension and voice mail box with separate message, with capacity for expansion. Voic boxes should be able to be checked manually and have the option of mailing the messages to the user. The system should be reasonably customisable not requiring support to carry out basic admin functions such as new extensions, moves changes, renames and deletions. The system should have apps for PC, Android and iphone. Calls can easily be diverted to mobile or PC client (Extension/Contact being able to forwarded to app, desktop and handset and pre-set rules being able to be applied) If call traffic is going over the WAN then in the event of an outage calls should be able to be diverted/routed over other means such as ISDN, PSTN and mobile diallers. In the case of a location with poor broadband then alternative solutions, such as local lines or SIM should be possible. Presence should be able to be controlled by Outlook but also be overridden. System should be able to link into Dynamics CRM/365 to allow screen pops and click to dial, ither using App and/or CTI. Standard call centre reporting should apply. The system should be able to report on extension usage, numbers dialled, call duration and costs if integrated with the service. The system should have the ability for multiple operator s consoles and allow them to be customisable, (required for multiple sites).

3 Call Costs All call between Barnardos locations to be free of charge.calls to Three mobile should be low possibly utilising mobile diallers with our account SIM's in place. Handsets A variety of types of handsets will required. Standard handsets from a variety of vendors should be supported. We will require a mix of types of handsets. However, the exact number purchased will be dependent on the overall cost. Basic IP handset which must provide the following features Hand free Answer / Speaker Hold / transfer calls Caller ID Display Missed call indicator Headset port Call Forwarding DND Phonebook Advanced IP Phones with the following features All features of Basic handset Conferencing ability Cordless handsets with all features of the Basic handset System Capability We require the ability to set up a to take inbound calls with the following features Automatic Call Distribution CLI Phone number (landline) Hold messaging, the ability to customise hold music or recorded advertisement. Out of hours messaging Hunt groups Call pickup Voic set-up + retrieve Page groups IVR menu system capability. Daily call reporting to include dropped calls (reporting to be discussed) Stats screen (For fundraising group) Interface to capture donor information (if possible)

4 Capability to add messages such as "Calls are being recorded for training and quality purposes'" and implement call queuing and menu system for callers. We should be able to record certain extensions with the option of pausing recording to comply with PCI regs. Capability to connect to a telemarketing interface with the capability to import data from Raisers Edge, Fundraising Application (if possible). Support Due to the nature of the telephone system being critical to our work we would expect an SLA to reflect this importance. For a Capital Expenditure Model (CapEx) model we would expect support for 10 years and if based on an Operational Expenditure (OpEx) model we would expect support while the product/service is being used by our organisation. Tenders must supply the associated cost as part of their response. Training and documentation The response should include Local training for all staff and supporting documentation. Training and manuals for Receptionist on the use of the PABX Training for IT Support staff Hosting If the system is to be hosted externally, then the system must adhere to Barnardos Data protection policy and IT Security policy. The system, all data, and all backups must be hosted in the EU. If hosted in data centre must have at least daily and weekly backups and off site, we would expect a resilient. If the system is to be hosted internally then you must outline what the capacity and other ancillary requirement are in the tender (eg: 2 VM s 100GB HD, 12GB RAM 2 x NIC s etc.). Further Information More detailed information on all Barnardos locations is available by request. Time Frame The successful Tenderer must be in a position to complete the design, configuration, any required customisation, testing and deployment by Oct Format of Tenders Selection will be made at the discretion of Barnardos. Applicants should submit a proposal responding to the required information below. Name, address, telephone number and address of the applicant(s).

5 Confirmation of acceptance by the applicant of the conditions of the tendering process. Outline of proposed responses to each of the requirements outlined in this document and associated timelines. Outline of qualifications, experience and expertise to complete the project Cost proposal. Details of referees and previous clients. A copy of your Tax Clearance Access Number, or in the case of a non-resident applicant, a statement from the Revenue Commissioners confirming suitability on tax grounds. Any other information which may be relevant to this proposal. Selection Criteria All proposals will be assessed by Barnardos on the following criteria: Number Criteria Weighting 1 Proposed lifetime costs for the supply and support of the 40% IP Telephone & Data Infrastructure ( Both upfront cost and annual fee) 2 Demonstrated evidence of the Tenderers ability to meet 30% the requirements and specifications as outlined in this RFT 3 Demonstrated experience and technical qualifications of 15% proposed Project Manager/key personnel/team assigned to deliver and manage all aspects of the IPT upgrade and support services contract. 4 Timeframe for activities and deliverables, and capacity to 10% complete the contract as per the timelines set out in this document 5 Any proposed additional benefits/value for money. 5% TOTAL 100% Final selection of the successful Contractor(s) will be determined by the above criteria and a selection interview, if required. Interviews will take place in Barnardos National Office in Christchurch Square, Dublin 8 within 3 weeks of the closing date.. Closing Date for Submission of Tenders Closing date for receipt of completed proposals is 16th March at midday by soft copy to Eimear.murphy@barnardos.ie. Hard copies are not required but can be delivered to Eimear Murphy Barnardos, Christchurch Square, Dublin 8, Ireland

6 Contract of Agreement A written agreement will be drafted between the Contractor(s) and Barnardos. Payment of fees will be linked to deliverables. Pricing All costs must be quoted in euro ( ) and should be inclusive of VAT. Terms and Conditions Conflict of interest Any registered interest involving the Contractor(s) and Barnardos, their staff or relatives must be fully disclosed in the response to this Invitation to Tender, or should be communicated to Barnardos immediately upon such information becoming known to the Contractor(s). In any case, such information must be made available prior to the award of the contract. The terms "Registered Interest" and "Relative" shall be interpreted as per Section 2 of the Ethics in Public Office Act, Failure to disclose a conflict of interest may disqualify a tenderer or invalidate an award of contract, depending on when the conflict of interest comes to light. Any other conflicts of interest that arise must also be fully disclosed to Barnardos. Ownership Barnardos will remain the sole owners of all end-products including, but not limited to, reports, manuals, or other documentation, programmes, information, etc., irrespective of whether or not the project is terminated, prior to its completion. Barnardos may re-use the content in other formats. Confidentiality All documentation or information in any form, disclosed or furnished by Barnardos to Tenderers during the course of this procurement competition: a. are furnished for the sole purpose of replying to this RFT only; b. may not be used, communicated, reproduced or published for any other purpose without the prior written permission of Barnardos; c. shall be treated as confidential by the Tenderer and by any third parties (including subcontractors) engaged or consulted by the Tenderer; and d. must be returned immediately to Barnardos upon cancellation or completion of this public procurement competition if so requested by Barnardos Changes to the invitation to tender Barnardos reserves the right to update or alter the information contained in this document at any time, but not later than seven days before the closing date for the receipt of tenders. Participating tenderers will be informed as the need arises. Other information Barnardos reserves the right to seek additional information and/or interview tenderers in connection with its assessment of their proposals, but will not be held liable for any costs incurred in this regard by tenderers. Barnardos reserves the right not to award the contract in the event that no proposal is found to be suitable.

7 Appendix I Current Telephony infrastructure Barnardos has approx. 400 staff. 80 staff are located in our National Headquarters in Christchurch Square in Dublin 8 (CCSQ). All other staff are located in 42 other locations, nationwide. These locations are primarily located in residential areas and range in size from 2 staff to 20 staff. All IT Servers and Telephone infrastructure is located in CCSQ and is supported by the IT function which are located in CCSQ. The current telephone infrastructure in CCSQ is as follows A NEC Aspire PBX which was installed in PTSN phone lines 100 DDI numbers, with voic 80 NEC Handsets The other locations have a variety of telephony infrastructure, most with basic features.