EL CENTRO POLICE DEPARTMENT TELECOMMUNICATIONS SYSTEM

Transcription

1 EL CENTRO POLICE DEPARTMENT TELECOMMUNICATIONS SYSTEM Introduction The El Centro Police Department requires an integrated voice connectivity solution for their police facility. This is a request for proposal(s) to provide the equipment and services outlined in Section II - System Requirements. The City of El Centro and the El Centro Police Department may enter into a service agreement with the successful respondent to this RFP. Project Description. The El Centro Police Department is seeking proposals for a Hosted VoIP telephone system. The scope of this Request for Proposal (RFP) is for IP Phones, any network equipment (if specifically required), IP Phone services, software (if any), maintenance and service, and training. Existing Systems - The El Centro Police Department currently utilizes multiple phone vendors and systems, varying in age. Some of these systems interact among each other and allow for 3 and 4 digit dialing within the city network and some do not. None of the systems interact entirely with all other systems. Additionally the functionality provided by each system varies greatly and is generally inadequate to the business needs of the City and the El Centro Police Department. Instructions for Completing the Proposal The proposal must answer all questions listed in Part I - Project Description. Failure to answer all questions may be the basis for rejection of the proposal. Be as brief and accurate as possible. Submit one signed original and three copies of your proposal along with a transmittal letter. Proposal Deadline All proposals must be received no later than 4:00 PM, October 28, Submit your proposal to the El Centro Police Department at the following address: El Centro Police Department 150 North 11 th Street El Centro California Attn: Aaron Reel, Commander 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 1

2 (760) Mail an e-copy to Late submittals will not be considered. and fax submittals are discouraged. The El Centro Police Department Administration Staff Sergeant and assigned commander will be the points of contact and project liaisons for the organization and for all matters pertaining to this proposal. Questions regarding this RFP must be address to Commander Reel at and received at least 10 days prior to the deadline for submission. Project Evaluation Each submittal will be evaluated under the evaluation matrix in section IV. If warranted, meetings between the vendor and the El Centro Police Department to review the proposals will be scheduled and confirmed by November 18 th, Proposal Schedule The schedule for the Telecommunications System Project is as follows: TO BE REVISED October 7, 2016 Request for Proposal sent to vendors October 28, 2016 Proposals Due November 11, 2016 Project Evaluation Period by the El Centro Police Department December 2, 2016 Meetings with appropriate vendors to Review Proposal December 16, 2016 The El Centro Police Department contacts local client provided as reference December 29, 2016 Prepare and submit resolution January 17, 2017 Contract awarded by City Council March 31, 2017 System is installed and operating PART I PROJECT DESCRIPTION 1. Project Liaison(s). Identify the company liaison s title, mailing address, direct telephone line, cell phone, address, and fax number. 2. Other Participants and Description of Involvement. Identify and describe any additional parties and services to be involved in carrying out this proposal. Include the person s name, title, mailing address, direct telephone line, cell phone, address and fax number. 1. Total Cost. Identify the total cost with a breakdown by activity, equipment, and extended maintenance. This should be provided in the form of an Excel spreadsheet by outline activity or similar means of itemization. The cost proposal must be in a separate envelope marked Costs. 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 2

3 2. Project Management Plan. Provide a detailed description of how your organization plans to provide the requested system: will equipment be needed, what services are provided, what software is needed; how will training and maintenance be provided? What warranties are provided? Specifically address each of the requirements for the system. If you cannot provide a requirement, please state that. 3. Minimum Qualifications. Provide a list of similar successful projects, preferably for police departments, within the past three years. Provide at least 3 current references. 4. Project Start Date. Describe steps taken to ensure a start-up date which will allow you to complete the project in a timely fashion. Describe the expected availability of equipment and personnel as of that date to support the proposal. Describe on-going availability of personnel. 5. Additional Benefit to the El Centro Police Department. Describe what the applicant proposes to perform that will especially benefit the system users and/or make the proposal stand out from competing applicants. This may include outstanding features of the system, integration, guarantee project timeliness, proprietary features, etc. 6. Subconsultants: List any and all subconsultants, equipment vendors or supporting companies. Cost for subconsultants must be set out separately. Put the chart below into system requirements. Term Definition Notification A process where, whenever an extension dials 911, an administrator is notified by either automated voice or text message containing the extension that dialed. Announcement Line A phone number that is not tied to a physical extension, and simply playsarecorded message (e.g. job line). Auto-Attendant A process that answers calls to a Hunt Group, DID, or extension and provides an interactive menu of options for the caller Auto-Dial A process where an extension automatically calls another extension or phone number when the handset is picked up. Busy Redial Aprocess that allows anextensiontorepeatedly call another extension or phone number at regular intervals until it does not receive a busy signal. Call Flow Aprocess that controls what happens with an incoming call. (e.g. Calls that ring an extension or Hunt Group that do not get answered after 4ringsgo to voic /auto-attendant) Call Forwarding The ability to present forward a call to another extension or phone number. Call Queue Aprocess by which,whenallextensions in a hunt group or DID are busy, the system will place the caller in a queue to wait for the next available extension. Call Waiting The ability to place a call on hold and take an incoming call. Digital to Analog (D2A) device Adevicethat allows an analog device to use a digital phone line. Day/Night Mode A feature that turns off the Hunt Groups at a certain time and presents a separate call flow. 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 3

4 Dial in Direct (DID) Do Not Disturb(DND) Extension monitoring Failover Follow me Hunt Group Integrated Voice Response (IVR) On demand Call recording Outlook integration Overhead paging Soft phone Speed Dial A single phone number that rings on a single extension. A feature that prevents an extension from ringing. The callwill follow the call flow designed for the extension. The ability for one extension to see whether another extension is currently on the line. Aprocess which calls a backup number when an extension is not available, either through phone or network failure. A process by which an incoming call is rolled to another extension or phone number after a certain number of rings or time segment. (e.g. An incoming call to the director s extension will call the director s cell phone after the main extension does not answer for 20 seconds). Failed calls should go to the original extension s voic . A single phone number that has the ability to ring multiple extensions. Each department may have multiple Hunt Groups depending on their configuration. Aprocess where acaller can use the phone keypad or verbal inputs to respond to or make selections in the phone system. The ability to press a button or sequence of buttons to allow the recording of phone calls. The ability to start acallfrom a phone number in an or address book in Microsoft Outlook. The ability to page through a public address system. A program that runs on a computer or mobile device that simulates a phone extension. A process that allows asequence of buttons to call another 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 4

5 PART II - SYSTEM REQUIREMENTS Item SR1 SR2 SR3 SR4 SR5 SR6 SR7 SR8 SR9 SR10 SR11 SR12 SR13 SR14 SR15 SR16 SR17 SR18 SR19 SR20 SR21 SR22 SR23 SR24 SR25 SR26 SR27 SR28 Feature Integrated Corporate Directory (describe) End-user interface for configuring devices Programmable auto-attendants IVR capabilities with auto-attendant Programmable Call Queue Conforms to FCC requirements for Enhanced 911 (Explain process) Four digit extension dialing Hunt Groups Ability to tag an extension for reporting/billing purposes Failover for extensions Announcement line notification Reporting by tag, extension, hunt group including: tag/department/extension number of calls incoming number of calls outgoing billable numbers dialed Reporting for call queues including: number of calls incoming/outgoing time to answer time on hold disposition of call (answered or forwarded) extension handling call lost/abandoned calls Configurable day/night mode for Hunt Groups Programmable call flow Always on and On-demand call recording Ability to have electronic bill presentment broken down by department and/or extension, Capability to replace an extension with a spare phone (explain process) Provide a wide range of phone types including: Basic phone Soft phones Multiline phones Expansion ports for secretarial staff Wireless phones Blue-tooth capable phones Conference phones Programmable hold music/message by department, Hunt Group, or extension Ability to block certain toll calls Ability to block nuisance callers Ability to route specific incoming calls to an extension Ability to page a hunt group or all extensions Overhead paging interface Incoming Fax to D2A device for modems and/or faxes 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 5

6 Voic Request For Proposals for Phone System The El Centro Police Department is requesting that the voic system have the following features. Item V1 V2 V3 V4 V5 V6 V7 V8 V9 V10 V11 Feature Time and Date of call Extension or number of caller Message Save message Delete message Forward/copy message to extension Forward/copy message with annotation to extension Forward/copy message to multiple extensions Text notification to recipient Voic forward/copy to Remote voic retrieval (explain process) Per Extension The City is requesting that every extension have the following features. Item E1 E2 E3 E4 E5 E6 E7 E8 E9 E10 E11 E12 E13 E14 E15 E16 E17 E18 E19 E20 E21 E22 E23 E24 E25 E26 E27 E28 E29 E30 Feature Call Hold Do not Disturb Call Pickup from extension Call Pickup from Hunt Group Call Waiting Call transfer Call Forward All Call Forward Busy Call Forward No answer Voic Distinctive Ring Unique four digit extension System failure should default to attendant console DID number and/or Hunt Group number Extension monitoring by light/display Incoming message/voic light/display AutoDial Caller ID Three way calling Follow me Speed Dial Memory Buttons Redial Busy Redial Outlook integration Password or other restriction for billable long distance Ability to reassign E911 address for mobile/travelling workers Conference Calling (include maximum number of participants) Forward call to extension voic Difference messages for no answer or busy/dnd 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 6

7 Phones Quantity Console 42 Display 42 Extensions (multiport expandable) 42 Total 42 Switch Voice Mail Total ports (expandable) 80 System Documentation As part of the Project Scope, the selected vendor will develop and provide documentation that describes the features and functions of the proposed application software. The documentation shall be provided for both users and the technical personnel who will administer and maintain the system beyond the term of the maintenance agreement. It is desirable that differing levels of documentation (user documentation and technical documentation) exist. The selected vendor shall provide documentation in web-based and PDF forms for each application module. Offerors shall provide sample System Documentation as part of proposal submission, in accordance with the Submittal Response Format described in Section 5.0. In addition, offerors shall provide an overview of the system documentation that will be provided as part of system roll-out. I. Additional requirements A. System life cycle upgrades 1. Training provided at no additional charge 2. Upgrade schedule not to exceed specified contract cost B. Training 1. Provide training for two system administrators. Training package to include any follow up training 2. End user training (system and voice messaging) a) Provide training beginning one week prior to system cutover b) Provide training for a minimum of two weeks post system cutover or until 90% of the users are trained C. Documentation 1. Two sets of full system administrator manuals 2. End user voice messaging and system manuals as required over the system life cycle D. Installation 1. The voice messaging shall be in-house a minimum of 5 days prior to cutover for the following purpose: a) Programming/recording of system prompts b) Developing of main menu c) Set up and installation of user mailboxes 2. Voice messaging shield during system cutover 3. System cutover not to exceed 48 hours. Cutover to begin on a Friday at 18:00 hours 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 7

8 E. Current telephone equipment 1. Broker by incoming vendor. F. Our current long distance provider is AT&T. III General Information The successful company is expected to establish and maintain a close working relationship with City Staff throughout the project. For the duration of the project, the selected company shall maintain a Project Manager, as specified in the proposal and approved by the City. This Request for Proposal does not commit the City to pay any cost incurred in the preparation of a response. IV Selection of Consultant The City will review the proposals received. Upon final review of the proposals, the City may interview the highest-ranking consultants. The final ranking of the Consultants will be based on the following criteria: Criteria Point Weight 1. Ability of the Vendor/Offeror to perform the specific tasks outlined in the RFP. (30) 2. Specific methods and techniques to be employed by the Vendor/Offeror on the project. Including proposed services and (15) equipment from a reputable manufacturer. 3. Qualifications of the Vendor/Offeror and specific individuals who will be assigned to work on the project. (30) 4. Amount and quality of the time that the key personnel will be involved in their respective portions of the project. (15) 5. Past success with managing all processes, procedures and paperwork for similar projects. (10) V Right to Reject All Submittals The City reserves the right to reject any or all proposals submitted, and no representation is made that any contract will be awarded pursuant to this Request for Proposals. All costs incurred in the preparation of submittal, in the submission of additional information, and/or in any other aspects of a submittal prior to the award of a written contract will be borne by the vendor/offeror. The City will provide only the staff assistance and documentation specifically referred to herein, and will not be responsible for any other cost or obligation that may be incurred by the respondent. All items submitted to the City shall become the property of the City. 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 8

9 VI. FORM OF AGREEMENT Request For Proposals for Phone System Please provide a copy of the form of agreement you would utilize for this project. The successful vendor/offeror will be required to enter into a form of agreement acceptable to the City as well as to provide indemnification and insurance. The laws of the State of California will govern any agreement with venue in Imperial County. 05/2016\cfoA \RFQ\ECPD Phone System & Directory Project 9