REQUEST FOR PROPOSALS - Lane County · REQUEST FOR PROPOSALS (FOR ELECTRONIC SUBMISSION) County VoIP System. PROPOSALS DUE: ... proposal to include highlevel design proposal of VoIP

LANE COUNTY, OREGON

Technology Services Project Management Office

REQUEST FOR PROPOSALS (FOR ELECTRONIC SUBMISSION)

County VoIP System

PROPOSALS DUE:

5:00 pm, local time Monday, March 12th 2018

Lane County RFP – Lane VoIP Project 1

CONTENTS

1.0 INVITATION TO SUBMIT PROPOSALS ........................................................................... 2

2.0 PREPARATION AND SUBMISSION OF PROPOSALS .................................................... 3 2.1 Proposal Preparation 2.2 Proposals Subject to Oregon Public Records Law 2.3 Proposal Submission 2.4 Correction, Withdrawal, and Late Submissions

3.0 CLARIFICATION OR PROTEST OF SOLICITATION DOCUMENTS ................................ 3 3.1 Clarifications 3.2 Protest of Solicitation Documents

4.0 OPENING OF PROPOSALS ............................................................................................. 4

5.0 PROPOSAL EVALUATION AND AWARD ......................................................................... 5 5.1 Compliance with Laws and Minimum Requirements 5.2 Proposal Evaluation 5.3 Mistakes in Proposals 5.4 Notice of Award 5.5 Protest of Intent to Award 5.6 Rejection of Proposals

ATTACHMENT A – SCOPE OF SERVICES REQUIRED

ATTACHMENT B – REQUIRED ELEMENTS FOR PROPOSALS

ATTACHMENT C – PROPOSER STATEMENTS AND CERTIFICATIONS

ATTACHMENT D – SELECTION PROCEDURE AND SCORING

ATTACHMENT E – PROPOSED CONTRACT FORM AND SAMPLE SUPPORT PLAN

ATTACHMENT F – COUNTY LOCATIONS DIAGRAM


1.0 INVITATION TO SUBMIT PROPOSALS

Lane County will receive proposals for the Request for Proposals (RFP) for County VoIP System until 5:00 pm, local time, Monday, March 12th, 2018.

Proposals must be submitted to: Janet LaBonte, Sr Project Manager Lane County Technology Services Project Management Office [email protected].

Briefly, the work of the RFP includes provision of new VoIP system forming the foundation for unified communications for all major County service locations and selected smaller locations. The proposal to include high-level design proposal of VoIP system, and recommendations for migration plan from existing system. The contract will be for a period of one year from April 1, 2018 to March 31, 2019 with an option to extend for two additional one year periods, if so desired by County.

Proposals properly submitted and received will be opened immediately following the time proposals are due, and a list of the names of persons submitting proposals will be promptly sent to all such proposers, along with such other information as the public officer considers appropriate at the time.

To be considered, proposals must be submitted electronically in accordance with these instructions: 1. Proposals must be submitted as an attachment to an email, submitted to the email address

stated above. 2. The subject line of the email must contain the word "Proposal". 3. Unless otherwise stated in the Proposal Requirements, proposal documents may be

submitted in PDF format only. 4. Email and attachment requirements:

a. Attachments may not include .zip files. b. No single email may have attachments totaling more than 30MB in size. c. If multiple files are to be attached, state the total number of attachments and number the

attachments for sequence. d. If multiple emails are required to transmit proposal documents due to file size, the emails

must be sent immediately following each other. Interested parties may download a complete set of RFP documents from the Lane County Procurement and Purchasing webpage at: www.lanecounty.org/bids.

The County may issue an addendum to modify or add to the terms of the RFP, or to change the time or date for submission of proposals. Any such addendum will be issued by the County in writing not less than 48 hours prior to the deadline for receipt of proposals, and available on the County's Procurement and Purchasing webpage in the same location as the RFP posting. Each proposer is responsible to verify for itself if any addendum has been issued prior to submission of its proposal; the County is not responsible to notify individual prospective proposers of the issuance of an addendum. The requirements or clarifications contained in any addenda issued must be included in the proposals received and will become part of any resulting contract.

mailto:[email protected]

http://www.lanecounty.org/bids


The County may reject any proposal not in compliance with all prescribed proposal procedures, requirements, rules, or laws, and may reject for good cause any and all proposals upon the County's finding that it is in the public interest to do so.

2.0 PREPARATION AND SUBMISSION OF PROPOSALS

2.1 Proposal Preparation

Proposers are responsible to read and understand all portion of the solicitation documents, including attachments and addenda, if any, and to include all requirements in their proposals. To be responsive, proposals must be made in writing, and address the background, information, questions, criteria, and requests for information contained in the RFP. Proposals must containing all required documents and responses, be signed by the proposer or its authorized representative, and submitted in the manner and number described in the Invitation to Submit Proposals.

Each proposer must be an “equal opportunity employer” willing to comply with all applicable provisions of the Civil Rights Act of 1964, as amended by the Equal Opportunity Act of 1972 (see 42 USCA 2000), all regulations there under (see 41 CFR Parts 60 and 60-1), Executive Orders 11246 and 11375 and all Oregon statutes and regulations regarding employment.

2.2 Proposals Subject to Oregon Public Records Law

Proposals submitted in response to this RFP become public records under Oregon law and, following contract award, will be subject to disclosure to any person or organization that submits a public records request. Proposers are required to acknowledge that any proposal may be disclosed in its entirety to any person or organization making a records request, except for such information as may be exempt from disclosure under the law.

Each proposer must clearly identify all information included in its proposal that is claimed to be exempt from disclosure. If the County receives a records request, including subpoena, covering information the bidder believes is covered by an applicable public records exemption, it is the proposer’s responsibility to defend and indemnify the County for any costs associated with establishing such an exemption.

2.3 Proposal Submission

Proposals must be received by the time and date stated for receipt in the Invitation to Submit Proposals. To be considered, proposals must be submitted in the form and manner stated in the Invitation for Proposals, complete with a Proposer Certification Form signed by the proposer or its authorized representative, responses to all criteria and requirements included in the RFP, other documents required to be submitted, if any, and contain the number of copies required.

By submitting a proposal, proposer acknowledges that the proposer has read and understands the terms and conditions applicable to this RFP, and accepts and agrees to be bound by the terms and conditions of the contract, including the obligation to perform the scope of work and meet the performance standards.

2.4 Correction, Withdrawal, and Late Submissions

A proposer may withdraw its proposal at any time prior to the deadline set for receipt of proposals, by email to the person identified for receipt of proposals, and may submit a new sealed proposal


in the manner stated in the Invitation to Submit Proposals. The County will not consider proposals received after the time and date indicated for receipt of proposals. A proposer may not modify its proposal after it has been deposited with the public officer, other than to address minor informalities, unless the proposal is withdrawn and resubmitted as described above.

3.0 CLARIFICATION OR PROTESTS OF SOLICITATION DOCUMENTS

3.1 Clarifications

If a proposer finds discrepancies or omissions in the RFP documents, or is in doubt as to their meaning, the proposer must immediately notify the public officer designated for receipt of proposals or other person identified for submission of questions.

If the public officer believes a clarification is necessary, an addendum will be issued in writing not less than 48 hours prior to the deadline for receipt of proposals, and available on the County's Procurement and Purchasing webpage listed above. The addendum may postpone the date for submission of proposals. The requirements or clarifications contained in any addenda so issued must be included in the proposals received and will become part of any resulting contract.

The apparent silence of the solicitation documents regarding any detail, or the apparent omission from the RFP of a detailed description concerning any point, means that only the best commercial or professional practice, material, or workmanship is to be used.

3.2 Protest of Solicitation Documents

A prospective proposer may protest the competitive selection process or provisions in the RFP documents if the prospective proposer believes the solicitation process is contrary to law or that a solicitation document is unnecessarily restrictive, legally flawed, or improperly specifies a brand name pursuant to the requirements of ORS 279B.405(2). Any written protest must be submitted to the public officer identified for receipt of proposals in the Invitation to Submit Proposals not less than 10 days prior to the deadline for submission of proposals.

Lane County will consider the protest if the protest is timely filed and contains: (a) Sufficient information to identify the solicitation that is the subject of the protest; (b) The grounds that demonstrate how the procurement process is contrary to law or how the

solicitation document is unnecessarily restrictive, is legally flawed or improperly specifies a brand name;

(c) Evidence or supporting documentation that supports the grounds on which the protest is based; and

(d) The relief sought.

If the protest meets these requirements, the County will consider the protest and issue a decision in writing. If the protest does not meet these requirements, the County will promptly notify the prospective proposer that the protest is untimely or that the protest failed to meet these requirements and give the reasons for the failure. The County will issue its decision on the protest not less than 3 business days before proposals are due, unless a written determination is made by the County that circumstances exist that justify a shorter time limit.

4.0 OPENING OF PROPOSALS

The County will not examine any proposal prior to opening. The public officer designated for


receipt of proposals may, as time allows, verify that the attachments to an emailed proposal were received intact, and may, but is not required to, notify a proposer that an emailed submission was received in a defective form.

Any proposal or modification received after the designated deadline will not be opened or considered. The proposals submitted will be open to public inspection after the issuance of notice of intent to award, with the exception of any information covered by an exemption to disclosure.

5.0 PROPOSAL EVALUATION AND AWARD

5.1 Compliance with Laws and Minimum Requirements

Proposals will be reviewed by the public officer for responsiveness to the minimum requirements established by RFP, which include: (a) Submission of a completed Proposer Statements and Certifications in the form included

as Attachment C. (b) Compliance with proposal procedures, public contracting laws, and the requirements of

the Lane Manual. (c) Application of any applicable preferences for goods and services that have been

manufactured, produced or performed in Oregon (ORS 279A.120), resident bidders (ORS 279A.120), recycled materials (ORS 279A.125), or printing performed within the State (ORS 282.210).

5.2 Proposal Evaluation

The County will make the contract award based on the responsiveness of the actual proposals received to the requirements established in Attachments A and B, considering price, qualifications, experience, resources, proposed services, proposers' past record of performance for the County, and other factors identified in the RFP, as well as responses received from references, interviews, and follow-up questions, if any.

Each proposal will be evaluated by the evaluation committee on the basis of the process and scoring established in Attachment D. Based upon evaluation of the submitted proposals, the evaluation committee may choose to conduct interviews with two or more proposers with the highest-scored proposals. Interviews may include a presentation by the proposer and questions regarding the proposal and services to be provided. Specific criteria for selection interviews, if any, will be distributed at the time interviews are scheduled.

In evaluating the proposals and selecting a contractor, Lane County reserves the rights to: (a) Reject any and all proposals, (b) Issue subsequent Requests for Proposals for the same or similar goods or services, (c) Not award a contract for the requested services, (d) Waive any irregularities or informalities, (e) Accept the proposal which the County deems to be the most beneficial to the public and

Lane County, (f) Negotiate with any proposer to further amend, modify, redefine or delineate its proposal, (g) Negotiate and accept, without re-advertising, the proposal of the next-highest scored

proposer, in the event that a contract cannot be successfully negotiated with the selected proposer, which may occur prior to the time a final recommendation for award is made for executive approval, and

(h) Further question any proposer to substantiate claims of experience, background


knowledge, and ability.

5.3 Mistakes in Proposals

Minor informalities may be waived. Mistakes discovered after opening where the intended correct statement or amount is clearly evident or properly substantiated may be corrected. Where the intended correct statement or amount is not clearly evident or cannot be substantiated by accompanying documents, and where the statement or amount is material to determining compliance with the minimum requirements of the RFP, the proposal may not be accepted. The County reserves the right to waive technical defects, discrepancies and minor irregularities, and to not award a contract when it finds such action to be in the public interest.

5.4 Notice of Award

The County will provide written notice of its intent to award to a given proposer or proposers at least 7 days before the award, unless the County determines that a shorter notice period is more practicable.

5.5 Protest of Intent to Award

Any proposer that has submitted a proposal for an RFP and is not recommended for award by the evaluation committee may protest the recommendation to the decision maker, either the Board or the County Administrator, depending upon which has authority to execute the contract. To be considered, a protest must be submitted in writing not more than 7 calendar days after notice of intent to award is given, and contain the grounds for the protest in accordance with Lane Manual Chapter 20.730.

5.6 Rejection of Proposals

If all proposals are rejected, new proposals may be called for in a new solicitation, or the proposals received may be considered with opportunity for supplemental submission. If there is partial rejection, the County will solicit supplemental information only from those proposers who submitted proposals, on the condition that it is unlikely that re-advertising would lead to greater competition. The public officer is delegated the authority to reject all proposals, prepare findings of best interests, and provide written notice of rejection of all proposals.


ATTACHMENT A – SCOPE OF SERVICES REQUIRED

A.1 Background Information

Lane County, Oregon comprises the Eugene, OR metropolitan area and extends from the coast to the Cascades making it one of the most populous counties in Oregon. The County provides a full range of services to the public including law enforcement, healthcare, road maintenance, parks, and planning.

The current Lane County Shared System is an NEC SV8500 Version: S5 Issue:02.00, that resides in the Public Services Building (PSB) datacenter. At the PSB, there are 5 ISDN-PRIs from CenturyLink for local/DID calling and 1 ISDN-PRI from AT&T for long distance. There are 4 more additional SV8500 sites, all Version: S5 Issue: 02.00.

All of the SV8500 sites have ACD currently in operation. There are approximately 275 agent positions and 19 supervisors. The use of an existing TFB system provides the announcements for the ACD splits. There are approximately 361 Call Processing mailboxes, and 30 Announcement boxes provided by the AVST. Automated scheduling of the Auto Attendants is done via express scheduling. The shared system is managed with NEC OW5000/ MA4000 management tool. There are background task that are run on this system to control flow of calls to different departments.

The Lane County Shared System has a 4-digit network dial plan, with a centralized AVST Call Express voicemail. The DID range is (541) 682-0000 – 9999 and it matches the extension numbers. Note some of the DIDs have been migrated out of the range. All the locations are networked to the PSB using a NEC Fusion CCIS Networking via point to point T1s and fiber connections.

There are 12 remote location/campuses connected to the central system via combination of copper, T1s, Metro-E circuits and or high speed fiber. All the remote locations perform local and long distance dialing over WAN through the PSB with the exception of Lane County Adult Corrections, and the Charnelton Clinic.

Internet traffic for remote locations is routed over WAN to the PSB.

A.2 RFP Purpose and Scope

The County seeks a comprehensive VoIP telephony solution that blends technologies into a reliable and manageable system that will scale to meet County needs.

The system must meet security and compliance requirements as well as provide features to support County staff communication needs. The County seeks the services of a vendor who will design, install, and provide ongoing support for a VoIP telecommunication system.

The timeline for this project is to have all significant locations migrated by early July 2018. In the event that the timeline proves impractical the County is interested in temporary or staged strategies to ensure continued phone coverage for all County locations allowing months more of time for a more structured migration.

Responses to this RFP should include an overall design of the system and cover the following general topics:

• IP-based Voice Capabilities • Reliability and System Longevity • Compliance


• System Administration • Support and Service Capabilities • Scalability • Training and Usage • Migration Plan from Existing Telephony System

A.3 County Technology and Standards A.3.1 Network Gear Lane County’s network is comprised mostly of Cisco equipment - primarily Catalyst switches. The following platforms are currently in use or will be deployed in the near future:

• Access layer / small site platforms: Catalyst 3650, Catalyst 9300, Catalyst 2960x, ISR 1000 • Distribution / core platforms: Catalyst 6500, Catalyst 9500 • Most network gear in this proposal supports QoS and PoE • UPS for PoE switches coming soon • Wireless – Central Cisco Wireless solution – Coverage varies by location

Other County technologies and standards should be considered in proposed designs. Technologies include:

• Windows Server 2012 or above • Server OS’s managed by the County require patching, monitoring, and antivirus. • Windows Active Directory • Server Virtualization – VMWare • Physical servers - Dell • Exchange Server • Rightfax for digital faxing (Rightfax will be replaced as part of this project) • SQL databases

A.3.2 Network Architecture & Locations

A.3.2.1 Locations Diagram (Attachment F provides larger view of diagram.)

Glenwood CampusSurvivable Gateway Public Works Delta Campus

Survivable Gateway – NEC SV8500

LCSO Jail / P&P CCC CampusSurvivable Gateway – NEC SV8500

Public Services Building (PSB)& County Courthouse

Willamette(Operations)

Building A FleetWarehouse

CCC P&PSurvivable Gateway

Parkview BuildingDA Family Law

Survivable Gateway

Community Health CenterDelta Oaks Clinic

Survivable Gateway

Community Health CenterBrookside Clinic

Survivable Gateway

Community Health CenterRiverstone Clinic

Survivable GatewayNEC SV8500

Building A

Building C

Building D

HazmatPit Building

Building B

Juvenile Justice Center CampusSurvivable Gateway

ElectionsSurvivable GatewayFairgrounds

Survivable Gateway

1GbFiber

ConventionCenter

AdminBuilding

1Gb Fiber

MLK EducationCenter

BehavioralHealth

Kids First BuildingPhoenix Program

Juvenile Justice CenterSurvivable Gateway

Maintenance

Customer ServiceCenter

Building B

Makenzie(Administration)

PSTNJail

Survivable Gateway

PSTN

County Courthouse

Sat PhoneEmergencyOutbound

Community Health CenterCharnelton Clinic

Survivable Gateway-NEC SV8500

Internet

Public Services BuildingNEC SV 8500

Phone System


A.3.2.2 Locations Table

Campus Building QoS PoE Digital Analog PSB/Courthouse Public Services Building Yes Yes 288 44 PSB/Courthouse County Courthouse Yes Yes 303 56 Jail Jail Yes Yes 95 11 Jail CCC P&P Yes Yes 60 4 Fairgrounds Convention Center Yes Yes 5 Fairgrounds Wheeler Pavilion No No 1 Fairgrounds Ice Rink No No 1 Fairgrounds Admin Building Yes Yes 7 JJC Juvenile Justice Center Yes Yes 135 18 JJC Phoenix Det. Kids First Yes Yes 5 2 JJC Behavioral Health Yes Yes 115 30 JJC MLK Education Center Yes Yes 15 3 Public Works Delta Makenzie (Administration) Yes Yes 80 15 Public Works Delta Willamette (Operations) Yes Yes 25 5 Public Works Delta Building A Yes Yes 5 1 Public Works Delta Building B Yes Yes 1 0 Public Works Delta Customer Service Center Yes Yes 85 20 Public Works Delta Fleet Yes Yes 15 3 Public Works Delta Warehouse Yes Yes 2 1 Glenwood Building A Yes Yes 10 1 Glenwood Building B Yes Yes 15 1 Glenwood Building C Yes Yes 1 Glenwood Building D Yes Yes 1 Glenwood Hazmat Yes Yes 1 Glenwood Pit Building Yes Yes 3 1 Glenwood Maintenance Yes Yes 2 NA DA Family Law Yes Yes 40 2 NA Elections Yes Yes 39 2 NA Riverstone Clinic Yes Yes 75 15 NA Charnelton Clinic Yes Yes 240 42 NA Brookside Clinic No Yes 27 10 NA Delta Oaks Clinic No Yes 38 10

1739 297

A.3.3 Location Specifics A.3.3.1 Public Services Building and County Courthouse, conjoined


The PSB and the County Courthouse are directly connected to each other but have different user groups and requirements.

The PSB houses the central county datacenter with core routing and switching. All other locations connect to the PSB.

A 911 Dispatch is housed running its own system, Motorola Emergency CallWorks, and will require integration with the new system proposed in this RFP.

The Courthouse also includes approximately 122 phones for state employees distributed between 4 floors. The County will provide and support phones but the County and State networks will not be connected.

Location specifics include: o Core on-premises system in PSB Datacenter. o Integration with existing 911 Dispatch system provided by Motorola Emergency CallWorks. o Co-located state agency not connected by network.

A.3.3.2 Juvenile Justice Center Location specifics include:

• Remote survivability and redundant connection to core. • May be considered as a potential system backup location.

A.3.3.3 Lane County Adult Corrections (Jail) The County jail has a dedicated T1 for emergency dialing, and 5 state employee phones. Location specifics include:

• Local survivability with emergency inbound/outbound dialing. • Co-located state agency not connected by network.

A.3.3.4 Public Works Delta The Public Works Delta is a campus that houses buildings with a range of user requirements. The campus includes shops and a Customer Service Center. Location specifics include:

• Remote survivability and redundant connection to core. • May be considered as a potential system backup location.


ATTACHMENT B – REQUIRED ELEMENTS OF PROPOSALS

B.1 PROPOSAL DOCUMENTS AND FORMAT.

B1.1 Documents to be submitted. The proposal submitted must include: (a) Responses to each of the required items stated under B.2, below. (b) A completed and executed Proposer Statements and Certifications form. (c) A statement of any exceptions taken to the requirements of this RFP.

B.1.2 FORM OF PROPOSAL. The form of the proposal must: (a) Include the responses in the order and numbering requested. (b) Be submitted in the form and within the limitations stated in the Invitation to

Submit Proposals. (c) Contain primary text and headings in not less than 10 point type (with smaller

text acceptable in notes, graphs, requested tables, and images).

B.2 REQUIRED RESPONSE CRITERIA. The proposal must address each of the following:

B.2.1 Infrastructure

Infrastructure Design B.2.1.1 Provide a site diagram of the proposed solution including:

o Rack space and power requirements for gear outlined in proposal. B.2.1.2 Provide servers build requirements B.2.1.3 The County would prefer to logically isolate the VoIP networking environment from the business network. This would include all new voice and server networks involved in the VoIP implementation. The intention would be to accomplish this with path isolation and firewalling, with the goal being to restrict access to and from the voice network.

Scalability

B.2.1.4 Describe the ability of this system to expand to a new location including: o VOIP system licensing and hardware/network requirements.

B.2.1.5 There are an additional 18 locations with a single direct POTS line which are not connected to the core network or the central telephony system. Describe how they might be connected to the core system in the future. (Identify proposed cost separately for possible inclusion or removal.) How would it reduce TCO to do so?

Availability

B.2.1.6 No single point of failure for core services/systems. Describe core system redundancy guaranteeing system operation during core maintenance and upgrades.

B.2.1.7 Branch (local) survivability. Major locations must be able to call internally (between floors, etc) in the event of losing their connection to the PSB.

Recoverability

B.2.1.8 Describe the ability to restore the system to an operational state if the core system in the PSB datacenter is unavailable. B.2.1.9 Propose a core system backup solution to include either on-premises or in the cloud if available.


Infrastructure Monitoring, Alerting, Troubleshooting, and Support

B.2.1.10 Describe system alarms and call-home ability during system events (include protocols used). B.2.1.11 Describe how the system monitors VoIP Quality of Service and/or network issues like latency, jitter, and packet loss.

Infrastructure Security B.2.1.12 Describe how communications are optionally encrypted from the phone or over a WAN link. B.2.1.13 Describe where any VoIP data will be stored in traditional files sever directory (as opposed to a database) where a server administrator might access it. (Example: voice recordings or electronic faxes.)

o Will the data be formatted to industry standard or proprietary format? B.2.1.14 At a high level, describe least privileged access (security boundaries) between traditional network/server administration and clip system administration. B.2.1.15 Describe change logging and alerting for privileged account access within the VoIP system (who did what). Performance B.2.1.16 Describe performance metrics reporting available within the system. B.2.1.17 Describe the system’s ability to set and alert on performance thresholds. B.2.1.18 Describe what performance tuning options are available within the system. B.2.2 Support and Operations B.2.2.1 Describe how vendor would typically provide remote support for the system. Escorted remote access is our standard. B.2.2.2 Provide a recommendation for the type and responsibilities of technical roles to support system. B.2.2.3 Describe if vendor has the ability to maintain availability of system (providing day-to- day operations) under separate contract. B.2.2.4 Briefly describe the process to replace an extension with a new or upgraded phone. B.2.2.5 Describe software upgrade and/or patch release cycle. B.2.3 Compliance and Security The County adheres to standards and practices for protected data with the most notable being HIPAA, and CJIS. B.2.3.1 Describe auditing and logging capabilities of administrative actions. B.2.3.2 Describe the ability to segregate users into groups with different permissions. B.2.3.3 Describe how calls recorded by a user are secured, stored and retrieved. B.2.3.4 Describe how voicemails are secured, stored and retrieved. B.2.3.5 County standards include AV and monthly server patching. Describe any concerns. B.2.4 System and Phone Features Provide descriptions of ‘Basic’ and ‘Advanced’ deskphones. For the purposes of the costing the proposal all provided user extension phones are “basic” phones as identified in the following requirements. Phones with advanced features will be required for a segment of the user population but that


count is still in review. Vendor will need to be able to provide a range of phone types including basic phones, phones with advanced features, multiline phones, courtesy phones, conference phones, softphones, and wireless phones. Please describe models that meet requirements below with cost for a single phone. B.2.4.1 System Features

o Ability to program hold music/message by department, Hunt Group, or extension.

o Hunt Group – the ability to ring multiple extensions. Each department may have multiple hunt groups.

o Ability to tag an extension for reporting and billing purposes o Programmable Auto-attendants o Integrated Corporate Directory (please describe) o Enhanced 911 address o 4-digit dialing o Emergency Calls – physical phone is programmed to show the location to

emergency support. o Message Waiting Indicator o Ability for users to ‘self-serve’ where possible. o Conference Bridge. Ability for users to reserve and confirm reservation.

B.2.4.2 Minimal features for all phones (Basic phone for majority of staff). For the purposes of the cost proposal all user phones are counted as basic phones.

o Redial o Mute o Call Hold o Call Waiting o Speaker phone o Transfer, with the ability to announce to the transferee prior to transferring o Call Forward All, Busy, No Answer o Speed dial o Conference Call multiple numbers, minimum 3 o Caller ID o Voicemail

o Ability for the user to set outgoing message including temporary out of office message.

o Time, Date, extension/number of caller o Save, delete, forward, o Vmail to email (Outlook/Exchange) o Ability to retrieve vmail remotely o Ability to choose to send a call to vmail based on displayed number

B.2.4.3 Advanced Features Provide an overview of models that meets the feature sets below with estimated cost. Estimated cost should not be included in proposal costs.

o Failover for Extensions


o Programmable Call Flow o On Demand Call Recording o Do Not Disturb o Extension monitoring – view the on or off presence of another line. (Eg:

Director and Executive Admin) o Failover, calls a backup number when an extension is not available o Multiple incoming lines o Paging through a public address system o Desirable – the ability to start a call from an Outlook/Exchange email o Follow me (call rolls to alternate extension after a certain number of rings, eg:

Director’s line rolls to Executive Admin or Director cell phone) Failed calls capture voicemail in the original voicemail box.

o Softphone (describe the install process for software and any licensing costs) o Ability to display the County extension to call incoming/outgoing

callers when using softphone application on a mobile device. (Don’t show the mobile phone number.)

B.2.4.4 Courtesy Phones – the County maintains a number of courtesy phones specific to department access, or to assist the general public use in locating services. These phones may be migrated to VoIP as part of the project or be migrated at a later stage. Provide an estimated cost for models described. Proposal cost should include

o Ability to block long distance calls. o Ability to program auto dialing of a specific line when the handset is picked

up or the button is pushed. o Some wall phones and desk phones may include a manual dialer. o Elevator, alarm, and ATM or card processing lines are specifically excluded

from migrating to a new VoIP system.

B.2.4.5 Conference Room Phones The County has a variety of small and larger conference and meeting rooms. It is desired for each room to have a dedicated phone. Provide cost separate from cost proposal.

o Minimum 5 foot microphone pickup range. o Ability to extend with additional microphones for larger conference rooms. o Highly desirable wireless. o Ability to handle 3-5 calls simultaneously.

B.2.4.6 Call Center Community Health Clinics share a call center with 12 agents and a need to expand. Menu choices include English or Spanish, as well as type of call (eg: prescription refills, scheduling, emergencies, etc.)

o Displays the caller ID o Dashboard – Call Stats

o Number of calls in each queue (Clinics have a Spanish and English split).

o Length of time on hold.


o “Branched out” agents. A number of call taker agents may have a seat in a clinic. These agents must have the ability to log into the automatic call distributor (ACD) and take calls.

o Call volume stats including number of calls by location, by agent, average hold time, and average length of call.

o Quality Assurance o Call monitoring. o Report on a call through transfers to extensions until call complete.

B.2.4.7 Call Center Groups There are numerous call groups that are similar to Call Centers throughout departments in the County. Examples include:

Assessment & Taxation – 300-400 calls per day during peak times. Technology Services – Helpdesk estimates 65 calls daily, with rest in email. Elections – on election days calls are estimated as high as 600. Public Works

o Incoming call is routed to a group of extensions. o All members can see an incoming call. o If call is not answered call is put into a ‘hold’ function with a recorded

message. Call is available to anyone in the group to pick up. o Caller can choose to leave a voicemail when put into the ‘hold’ function. o Voicemail is available to everyone in the group to pick up. o Visual cue feature that allows all members of call group to see that a call is in

the queue and length of time call has been on hold. o Ability to set number in queue before automatically going to a voicemail box.

B.2.5 Training and System Documentation As part of the project the selected vendor will recommend and work with the County to develop, and provide training. County will review all training materials prior to training, and may choose to customize materials. The vendor must be very clear about what training is provided as part of the proposal, and the associated costs. B.2.5.1 Describe training provided for end users for base phone functions. B.2.5.2 Describe training provided for users on advanced features. B.2.5.3 Describe training provided for users and technology staff who will administer the system. B.2.5.4 Describe any training options available after implementation for new employees. B.2.5.5 Describe system documentation provided to users and technical staff who will administer and maintain the system. B.2.6 Reporting B.2.6.1 Report lines by department or group

o department or sub-department/group o number of calls incoming

B.2.6.2 Identify and report on lines no longer in use. Ability to produce a report of extensions not in use for a custom identified period of time (eg: 6 months). B.2.6.3 Report for call queues, including

o number of calls incoming/outgoing


o time to answer/on hold o lost/abandoned calls o list of each extension who handled a particular call

B.2.6.4 Ability to have electronic bill presentation broken down by department and/or extension with billable charges by extension, hunt group, call center, DID, etc. B.2.7 Other

B.2.7.1 The currently shared system is also providing telephony services to other organizations which do not reside within the County’s control and will not be in the new system. The other organizations are also moving to a new system which will require coordination to maintain services for all parties during migration. Please describe managing DID’s across split VoIP systems.

B.2.7.2 There is a dedicated T1 tie line to the City of Eugene for 4-digit dialing between the PSB and the City’s CISCO solution. It is preferred to maintain this function. Please verify your system can facilitate 4-digit dialing between separate systems.

B.2.7.3 The County maintains a function for citizens of Florence to dial a number that rings directly to the Sheriff’s Office without long distance charges.

B.2.7.4 The County receives phone calls from a courtesy phone on the external wall of the Oakridge Fire Department. The citizens can only reach the Lane County Sheriff’s Office, and the call is of limited duration.

B.2.7.5 Describe the ability for multiple Sheriff’s Office business lines to be routed into the separate Dispatch system provided by Motorola Emergency CallWorks.

B.2.7.6 Faxing.

County currently uses RightFax to transmit or receive a percentage of faxes. The RightFax system will be replaced as part of this project. Describe the ability to send and receive digital faxes.

The County must continue to maintain a number of stand-alone fax machines required for compliance or regulatory needs.

B.2.7.7 Instant Messaging. Some departments of the County would greatly benefit from the ability to send/receive an instant message. Examples include a patient with urgent needs, or staff who may be dealing with a challenging person and additional support. Describe system’s ability to provide instant messaging. Describe ability for administration to limit it to approved users.

B.2.8. Vendor Services and Experience B.2.8.1 Provide technical and functional staff with 3 to 5 years of experience performing similar work. B.2.8.2 Describe previous experience with VoIP system of similar size and scope, include an example with multi-location. B.2.8.3 Provide at least 3 references compatible in size and scope. B.2.8.4 Provide a high level outline of approach in developing, implementing, and installing a VoIP system.

o Due to the age of the current system the County will consider recommendations


that will provide stability for all major locations by July 2018, followed by a longer term solution for meeting all requirements. If providing a phased approach provide clear direction on whether an activity is related to short term and longer term strategies.

o The County is currently upgrading the County network in preparation for VoIP and other unified communication initiatives. Design considerations included planning for QoS and PoE, as well as additional UPS installs.

B.2.9 Cost Estimates

B.2.9.1 Please include in the proposal an estimate of costs including material (software and hardware) as defined in the design, labor for installation and training, and estimated costs for 3 years of system support.

B.2.9.2 Provide as additional cost, if proposed, for day-to-day operational support.

B.2.9.3 If design includes any 3rd party software integration, please provide all associated costs.


ATTACHMENT C - PROPOSER STATEMENTS AND CERTIFICATIONS Proposer's Name: RFP Title:

PROPOSER STATEMENTS

Proposer's Offer. Proposer offers to provide the required services in accordance with the requirements of the Request for Proposals (RFP) stated above and the enclosed proposal. The undersigned Proposer declares that the Proposer has carefully examined the above-named Request for Proposals, and that, if this proposal is accepted, Proposer will execute a contract with the County to furnish the services of the proposal submitted with this form. Proposer attests that the information provided is true and accurate to the best of the personal knowledge of the person signing this proposal, and that the person signing has the authority to represent the individual or organization in whose name this proposal is submitted.

Proposer's Acceptance of Terms and Conditions. By execution of this Form, the undersigned Proposer accepts all terms and conditions of this Request for Proposals except as modified in writing in its proposal. Proposer agrees that the offer made in this proposal will remain irrevocable for a period of 60 days from the date proposals are due.

Proposer's Acknowledgement of Public Records Law. By execution of this Form, the undersigned Proposer acknowledges that its entire proposal is subject to Oregon Public Records Law (ORS 192.410–192.505), and may be disclosed in its entirety to any person or organization making a records request, except for such information as may be exempt from disclosure under the law. Proposer agrees that all information included in this proposal that is claimed to be exempt from disclosure has been clearly identified either in the Proposer Statement, or in an itemization attached hereto. Proposer further acknowledges its responsibility to defend and indemnify the County for any costs associated with establishing a claimed exemption.

ADDENDA

Proposer has received and considered, in the accompanying proposal, the terms of the following addenda, if any:

CERTIFICATIONS

By signing this Proposer's Certification form, Proposer certifies that:

1. Certification of Resident Bidder Status. Proposer is _____is not _____ (check one) a resident bidder, as defined in ORS 279A.120.

2. Certification of Non-Discrimination. Proposer has not discriminated and will not discriminate against a subcontractor in awarding a subcontract because the subcontractor is a disadvantaged business enterprise, minority-owned business, woman-owned business, a business that a service-disabled veteran owns, or an emerging small business that is certified under ORS 200.055.

3. Certification of Non-Collusion. This proposal is made without connection or agreement with any individual, firm, partnership, corporation, or other entity making a proposal for the same services, and is in all respects fair and free from collusion or collaboration with any other proposer.


4. Certification of Compliance with Tax Laws. Proposer has, to the best of Proposer's knowledge, complied with Oregon tax laws in the period prior to the submission of this proposal, including: 1.1 All tax laws of the State of Oregon, including but not limited to ORS 305.620 and

ORS chapters 316, 317, and 318, 1.2 Any tax provisions imposed by a political subdivision of this state that applied to

Proposer or its property, goods, services, operations, receipts, income, performance of or compensation for any work performed, and

1.3 Any rules, regulations, charter provisions, or ordinances that implemented or enforced any of the foregoing tax laws or provisions.

The undersigned, by signature here, acknowledges, accepts, and certifies to the statements and certifications as stated above. PROPOSER Authorized signature Proposer’s legal name Name of authorized signer Address Title Date Federal Tax ID number

OPTIONAL CONTACT INFORMATION REGARDING THIS PROPOSAL

Contact name Telephone number Email address


ATTACHMENT D – SELECTION PROCEDURE AND SCORING

D.1 Selection Committee. The Selection Committee will be comprised of members of the following departments:

• Health and Human Services • Assessment & Taxation • Sheriff’s Office • District Attorney’s Office • Public Works • Technology Services

D.2 Evaluation Process. The selection process for this RFP will include the procedures identified here:

Will include evaluation and scoring of initial proposal

May Will Not (check one) include interviews and demonstrations of no more than three top-scored proposers

May Will Not (check one) include a requirement for additional questions and responses from top-scored proposers

May Will Not (check one) include competitive negotiations with top-scored proposers

Notwithstanding the selection procedures identified above, the County reserves the right to terminate the evaluation process after completion of any procedural stage when, in the County's sole opinion, further evaluation procedures are not required for the County to identify the proposer whose offer will best suit the interests of the County.

D.3 Proposal Scoring. The County will score proposals according to the following criteria:

Criterion Points

Ability to meet system objectives, features, requirements. 50%

Vendor Experience and Resources

• Including ability to implement in desired timelines • Capability and relevant experience • After implementation support program (product support)

30%

Cost 15%

Uniqueness or innovative aspects of proposal which are not contained in the RFP but are advantageous to the County

5%

D.4 Shortlist Determination. If the County is unable to make a determination of the best proposal based upon the proposal scoring, the County may invite up to three proposers to proceed to a further stage of evaluation as identified in A.2 above. If further stage is required, the proposal score Will Will Not (check one) be added to the proposal score. If not added to the proposal score, the score of this next stage may be used as the sole scoring method for selecting


the proposer.

D.5 Interview and Demonstration Scoring (if used). The County will score interviews according to the following criteria:

Criterion Points

Reference Interviews 20%

Technical Interview 20%

Project Management/Implementation Interview 10%

Demonstration 50%


ATTACHMENT E – PROPOSED CONTRACT FORM

AND SAMPLE SUPPORT PLAN Provide a sample contract and maintenance support plan: 1. CONTRACT CONDITIONS. Proposers must acknowledge that Lane County is a public agency

governed by Oregon and federal law. As a public agency, and contract entered into by the County must contain the contract conditions and limitations required of public agencies by federal law or by the Oregon Constitution or laws. Proposers may review the County's standard contract conditions on the County's Procurement webpage, included with the sample contract as Exhibit B.

2.0 Provide a sample proposed contract form.

3.0 Provide an example of vendor’s annual Maintenance/Support Plan.

ATTACHMENT F – COUNTY LOCATION DIAGRAM

The diagram below is a larger-sized view of the diagram provided in Attachment A, Section 2

Glenwood CampusSurvivable Gateway Public Works Delta Campus

Survivable Gateway – NEC SV8500

LCSO Jail / P&P CCC CampusSurvivable Gateway – NEC SV8500

Public Services Building (PSB)& County Courthouse

Willamette(Operations)

Building A FleetWarehouse

CCC P&PSurvivable Gateway

Parkview BuildingDA Family Law

Survivable Gateway

Community Health CenterDelta Oaks Clinic

Survivable Gateway

Community Health CenterBrookside Clinic

Survivable Gateway

Community Health CenterRiverstone Clinic

Survivable GatewayNEC SV8500

Building A

Building C

Building D

HazmatPit Building

Building B

Juvenile Justice Center CampusSurvivable Gateway

ElectionsSurvivable GatewayFairgrounds

Survivable Gateway

1GbFiber

ConventionCenter

AdminBuilding

1Gb Fiber

MLK EducationCenter

BehavioralHealth

Kids First BuildingPhoenix Program

Juvenile Justice CenterSurvivable Gateway

Maintenance

Customer ServiceCenter

Building B

Makenzie(Administration)

PSTNJail

Survivable Gateway

PSTN

County Courthouse

Sat PhoneEmergencyOutbound

Community Health CenterCharnelton Clinic

Survivable Gateway-NEC SV8500

Internet

Public Services BuildingNEC SV 8500

Phone System