Rangeview Library District seeks bids for VOIP system

We've posted our e-rate 470 to the e-rate website, available here:

http://www.slforms.universalservice.org/Form470Expert/Search_FundYear_Select.aspx

At this time, we'd like to invite prospective vendors to submit a proposal to supply VoIP/Unified Communications support to the Rangeview Library District, replacing our current phone system support and building the infrastructure that simplifies and integrates all forms of communications to better serve our staff and customers. The phone system shall be for the use of all departments at the Rangeview Library District along with its 7 branch locations, up to 2 support facilities. and Bookmobile.

The bid shall be for up to 100 extensions, and up to 150 Voice Mail Boxes. It is desired that a Unified Communications solution will also include Instant Messaging and/or integration with Microsoft LYNC or similar services. If compatible with the proposed solution, existing ShoreTel telephones may remain in place, but our currently leased switch and server equipment will need to be replaced either through purchase or lease agreement with the selected respondent. Systems which are not compatible with our existing Shoretel handsets should include handset pricing in their proposal.

The current Rangeview Library District (RLD) telephony platform is approaching 5 years of product life where concerns including support, availability and reliability are growing. The Library is requesting proposals for the replacement of leased equipment by building a next generation converged communications platform and required infrastructure.

The proposed solution must:

  • Enable RLD sites to fully operate a communications platform seamlessly integrating into a single identity presence-detecting solution for voice, email, instant messaging, multimedia conferencing, faxing, and voicemail.
  • Provide collaboration functions ranging from basic communications to advanced multimedia, content delivery.
  • Reduce operating costs and provide a simplified administration of communications through unified network and platform infrastructure.
  • Be engineered to provide minimal to no service disruption thereby enabling users to remain productive.
  • Extend enterprise-based communication services to mobile staff anytime, anywhere.
  • Provide consistent services and features regardless of physical location.
  • Support a range of popular mobile devices (cellular and Wi-Fi) for mobile service extension.
  • Provide access to services beyond physical handsets, i.e., clientless-browser-based mobile device (smartphone or PC).
  • The implementation will be a turnkey deployment for all District locations. Proposals must address an approach that includes the replacement of existing leased equipment.

Incurring Costs: The Library is not liable for any costs incurred by bidders prior to execution of a contract by the Library and the selected firm. Costs of developing the proposals, oral presentations, or any other such expenses incurred by the bidder in responding to RLD are entirely the responsibility of the bidder, and will not be reimbursed in any manner by the Library.

Rejection of Proposals: Issuance of the USAC Form 470 in no way constitutes a commitment by the Library to award a contract. The Library reserves the right to reject any and all proposals received in response to the 470, if it is deemed in the best interest of the Library to do so.

Selection Process: The Library will review all proposals for quality, ability to consistently address Library’s needs, and pricing. After this initial review, the Library will develop a list of firms for final consideration. These firms may be invited for an interview. The Library will not be obligated to accept the lowest priced proposal. Bid evaluation will adhere to e-rate bid evaluation requirements and thus price will be the highest ranked factor in evaluation. However, the award will be made to the firm that the Library believes will best meet its needs and obligations, taking into consideration vendor qualifications, price, products and service capabilities. PAST EXPERIENCE WITH A VENDOR WILL BE CONSIDERED AS PART OF THE EVALUATION.

Modification or Withdrawal of Proposals: Proposals may be modified or withdrawn by the bidder prior to the established due date and time, via written notice to the Library.

Schedule of Events

The following is a tentative schedule that will apply to the bid process, but may change in accordance with RLD’s needs or unforeseen circumstances.

Event

Date

470 issued

Thursday, February 6, 2014

Bidder Meeting, Site Visits

Thursday, February 20,

9:00am –12:00pm

5877 E 120th Ave, Thornton

Last Day for Questions/Clarifications from Bidders

Tuesday, February 28, 2014, 2:00pm

Proposals Due to RLD

Friday, March 7, 2014, 9:00am

Interviews per request of RLD: Finalists

Monday, March 17, 2014

RLD Internal Purchasing Decision and notification

Wednesday, March 19, 2014

Contract Completion

Monday, March 24, 2014

Proposed Solution MUST include the following

  • Address enterprise voice mail solution
  • Provide ACD solution
  • Emergency services integrations
  • Meet Federal and State regulations in all areas
  • Paging services
  • ADA compliant
  • Toll restriction
  • WIFI based handsets
  • Audio conferencing functionality
  • Phone software features
  • Phone hardware and description of features
  • Support, Warranty and Maintenance plan
  • Service Level Agreement
  • Business continuity plan
  • Monitoring and management tools
  • Company profile

Pricing must reflect equipment, installation and implementation costs, internal staffing, vendor staffing, service and user training, warranty and support, value adds/additional features, optional features, professional services both present and future, and any trade in on present equipment.

Proposal Preparation Instructions

Good Faith Statement

All information provided by RLD to respondents is offered in good faith. Individual items are subject to change at any time. RLD makes no certification that any item is without error. RLD is not responsible or liable for any use of the information or for any resulting claims.


Communication

Verbal communication shall not be effective unless formally confirmed in writing by the specified procurement official in charge of managing this bidding process. In no case shall verbal communication govern over written communication.

Vendors’ inquiries, questions, and requests for clarification related to this project are to be directed via e-mail to:

Attention: Matthew Hamilton

Job Title: Information Technology Director

Telephone: (303) 405-3280

E-mail: e-rate@anythinklibraries.org

RLD will make a good-faith effort to provide a written response to each question or request for clarification that requires addenda within 3-5 business days. Written responses will be delivered via e-mail. All questions, answers, and addenda will be shared with all recipients via this web page.

Scope of Work

Rangeview Library District seeks a solution that integrates its district-wide communications with a Voice over Internet Protocol (VoIP) integrated voice and data system and provides ongoing technical support. If compatible with the proposed solution, existing ShoreTel telephones may remain in place, but our currently leased switch and server equipment will need to be replaced either through purchase or lease agreement with the selected respondent. Systems which are not compatible with our existing Shoretel handsets should include handset pricing in their proposal.

An employee should be able to log in anywhere on or off the company network (home phone or cell phone) and automatically receive calls without administrative intervention. Also, any system proposed should have a failover option to POTS lines should the PRI Service experience an interruption and PSTN failover capabilities should the WAN experience an interruption. Rangeview Library District requires that any system have the capability to service remote locations with the same features and functionality as the main office should the need arise.  Each location should be able to access all the features and functionality available at the main site even in the event of a service interruption. System directories, class of service for telephony capabilities, trunk group access, should apply to all locations.

Proposal Submission Requirements

The following information is to be addressed and clearly labeled in the Respondent’s Proposal.

Each bidder must provide the following information:

  • Proposed system(s) and functionality.
  • Item pricing, to include any shipping or other charges that may apply. All charges are to be listed separately. Include incremental costs for service upgrades.
  • Provide three existing customer references serviced by the same proposed office (preferably K12 and/or institutions of higher education, County or City governments and/or institutions with similar business requirements) where your company has provided a similar service. Please include name, title, telephone number and email address of primary customer contact(s).
  • Service Level Guarantees/Service Level Agreement (SLA) - Provide documentation on the Service Level Guarantee/Service Level Agreement for the proposed solution.
  • Provide pricing schedules for all services if applicable.
  • Provide pricing schedules for all levels of services available, including monitoring services, reduced response times, after hours support, etc.
  • Provide Mean Time between Failure and Mean Time to Repair information. Provide current statistics for service in the Denver area. Provide documentation to Library for response times for service degradation and outages.
  • Provide level of local technical support The Library can expect, escalation procedures, number of local technicians, and remote service level monitoring included. Discuss local availability of inventory for replacement and repair parts for the system.
  • Provide information on compensation to The Library for missing SLA targets.
  • Proposals must include service level monitoring offering details. This information includes service uptime and performance metric reporting.

Pricing

Respondent must provide the total cost of the proposed solution. All charges to The Library must be included in the response. Any charges not included here will not be allowed and be deemed to have been waived. Respondent must provide a comprehensive description of the licensing for the various components of the system and the prices associated with each component. When appropriate provide pricing based on appropriate levels or increments such as 1-10 users, 10-50 users; 1-5 switches, 5-10 switches, etc. The total cost must be broken down to show the specific costs for the hardware, maintenance, software maintenance, technical support, implementation (pre-stage, installation, testing) and training. Equipment costs must be broken down to show pricing of individual components such as line card, switch, telephones, etc. Support costs must be broken down to show pricing for each component for each support level offered i.e., a one-year, three-year period, and five-year period. As per E-Rate requirements, support costs must be billable on a Time and Materials basis, the respondent must include these rates.


Technical Evaluation of Proposals Will Consider:

  • IP-based Voice capabilities and Intelligent Network Infrastructure
  • Reliability
  • Voice Quality
  • Experience and Vision
  • Support for Open System Standards
  • Voice Messaging
  • System Administration
  • Support/Service Capabilities
  • Scalability
  • System longevity
  • Simplicity of Installation
  • Training and Usage
  • Cost and Length of Contract

Summary of the Rangeview Library District Environment

Location

# of Floors

Approximate  # of Users

Bennett

1

6

Brighton

1

7

Commerce City

1

5

Huron Street

1

8

Perl Mack

1

5

York Street

1

8

Wright Farms/Administration

1

38

 Support facilities serve and additional 8 users.

The primary District data center is at the Support Services facility, located at 10530 Huron Street, Northglenn, CO 80234. A secondary Data Center/Disaster Recovery site is at the Huron Street branch, located at 9417 Huron Street, Thornton, CO 80260. All data services are provided to remote locations via a routed IP network using a mesh topology. Currently, all District locations are connected by Comcast fiber service. The library uses Extreme Networks switching at the core and edge.

 Network (WAN and Internet) connectivity is as follows:

  • tHE Support Services and Huron Street remote locations are provisioned with 200 Mbps Internet service.
  • Connectivity between locations ranges from 300 Mbps and 1000 Mbps.

In addition to data services, telephony services are a major component of the library’s operations. While primarily providing business functionality, telephony services are a critical communication path for safety and incident response.

Currently RLD has a ShoreTel VoIP phone system. RLD owns the handsets for end users, but leases the switches and server hardware from the current support vendor. The Support Services is outfitted with an SG T-1 connected through a PRI provided by Comcast. The location also has the HQ Switch and DVM server. Each branch has an SG 50 local phone switch, with the exception of Wright Farms, which has an SG-90; and Brighton has an SG-40. ShoreTel IP115 and IP230 phones are being used across the district. With exception of the phones, the district does not own any of the equipment in use.

ShoreWare Director build 16.43.1410.0 is used for auto-attendants, hunt groups and other call handling. Route points transfer calls to a 3rd party vendor to handle call center operations.

IP Phones are powered with Extreme PoE switches at each location.  A mix of category 5 and category 5e cabling is in place in all locations. Per site physical mitigation details will be provided following the contract award. Respondents should assume physical cabling of at least Category 5 will be available to support deployment.

Servers

Server hardware is Cisco UCS servers running VMware vSphere 5.1 virtual hosts, network storage is provided by NetApp SANs at the Support Services and Huron Street locations.

RANGEVIEW LIBRARY DISTRICT’S ANYTHINK LOCATIONS

Anythink Bennett
495 7th Street
Bennett, CO 8010
Tues through Sat, 10 AM – 6 PM
Sun and Mon, Closed


Anythink Brighton
327 E. Bridge Street
Brighton, CO 80601
Mon-Thurs, 9:30 AM - 8:30 PM
Fri and Sat, 9:30 AM - 5:30 PM
Sunday, Closed


Anythink Commerce City
7185 Monaco Street
Commerce City, CO 8002
Tues and Thurs., 11 AM-7 PM
Wed, Fri and Sat, 9:30 AM-5:30 PM
Sun and Mon, Closed


Anythink Huron Street
9417 Huron Street
Thornton, CO 80260
Mon-Thurs, 9:30 AM - 8:30 PM
Fri and Sat, 9:30 AM - 5:30 PM
Sunday, Closed


Anythink Perl Mack
7611 Hilltop Circle
Denver, CO 80221
Tues, Thurs, Fri, 9:30 AM - 5:30 PM
Mon and Wed, 11 AM - 7 PM
Saturday and Sunday, Closed


Anythink Wright Farms
5877 E. 120th Ave.
Thornton, CO 80602
Mon-Thurs, 9:30 AM - 8:30 PM
Fri and Sat, 9:30 AM - 5:30 PM
Sunday, 1 PM - 5 PM


Anythink York Street
8990 York St., Ste A
Thornton, CO 80229
Tues and Thurs., 11 AM - 7 PM
Wed, Fri and Sat, 9:30 AM - 5:30 PM
Sun and Mon, Closed


Anythink Administrative Offices
5877 E. 120th Ave.
Thornton, CO 80602
Mon - Fri, 8 AM - 5 PM


Anythink Support Services (IT and Outreach)
10530 Huron Street
Northglenn, CO 80234