1-FY 2026 Phone System RFP.pdf

6 SNAKE ROAD, OKATIE, SC 29909-3937

Phone 843.987.8100 | Fax 843.548.0096

Customer Service 843.987.9200 Operations & Maintenance 843.987.8046

Engineering 843.987.8065 www.bjwsa.org

Our mission: Inspire trust and enhance public health

VERNA J. ARNETTE, PE, BCEE, GENERAL MANAGER

GREGORY A. PADGETT

CHAIR

ANDERSON M. KINGHORN, JR

VICE CHAIR

WILLIAM SINGLETON, Ed.D

SECRETARY/TREASURER

JAMES E. BAKER, JR

IMMEDIATE PAST CHAIR

LORRAINE W. BOND

R. THAYER RIVERS, JR

DAVID R. STRANG

CARL KILPATRICK

MICHAEL L. BELL

JEFFERSON P. ACKERMAN, PE

J. ROBERT McFEE, PE

To: Prospective UCaaS and CC providers From: Beaufort-Jasper Water & Sewer Authority Date: August 25, 2025 Re: Request for Proposals (RFP) Project: 2026-RFP-006 Phone System Replacement

BJWSA is seeking proposals from qualified vendors to provide a comprehensive Unified Communications as a Service (UCaaS) and Contact Center solution for 235 lines total (21 auto attendants, 20 Contract Center users, 118 Named Users and 76 open numbers). Our goal is to enhance communication capabilities, improve customer engagement, and streamline operations across our organization.

This Request for Proposal (RFP) is referenced on BJWSA’s website and posted to the eProcurement Portal

– Bonfire and may not be available through any other source. SUBMITTALS FOR THIS PROJECT WILL BE ACCEPTED ON THE BONFIRE ePROCUREMENT PLATFORM PRIOR TO THE DEADLINE. Please login to the following website to register (Free Registration) to submit a proposal. All required documents will be uploaded to the website https://bjwsa.bonfirehub.com. Bonfire Support can be found at:

https://bonfirehub.zendesk.com/hc/en-us.

All information for this RFP will be available on the eProcurement website. It is the responsibility of the Contractor to ensure that electronically submitted proposals are successfully accepted in Bonfire before the submittal deadline. Respondents shall visit the Bonfire website for any updates, changes or supplemental information regarding this solicitation prior to and after the RFP submission date.

All responses and/or questions must be submitted through BJWSA’s eProcurement website. Proposals should be addressed to: BJWSA, Tammy Holman, NIGP-CPP, CPPB, Procurement & Risk Manager, 6 Snake Road, Okatie, SC 29909.

BJWSA will accept proposals for this RFP until September 26th, 2025, 2:00 PM (EST).

Questions must be submitted electronically via: https://bjwsa.bonfirehub.com

Questions and requests for clarification related to this RFP are due by September 12th, 2025, 4:00 PM (EST). BJWSA will post responses by September 19th, 2025, 4:00 PM (EST).

BJWSA’s goal is to select a firm by December 5th, 2025 RFP released August 25th, 2025, 10:00 AM (EST) Deadline for questions regarding the RFP September 12th, 2025, 4:00 PM (EST) BJWSA responds to questions September 19th, 2025, 4:00 PM (EST) Proposals due September 26th, 2025, 2:00 PM (EST) Final award notification October 31st, 2025

Only formal written addenda posted on BJWSA’s eProcurement Portal, Bonfire, can materially alter this Request for Proposal (RFP). No verbal statement made by a BJWSA employee or anyone else is binding, nor shall such a statement be considered an official part of this public proposal. BJWSA is federal and state tax exempt and reserves the right to reject any or all proposals or to waive any technicalities and accept http://www.bjwsa.org/ https://bjwsa.bonfirehub.com/ https://bonfirehub.zendesk.com/hc/en-us https://bjwsa.bonfirehub.com/ any proposal which may, in its opinion, be advantageous to BJWSA. All proposal responses and their contents will be public record and become the property of BJWSA.

We reserve the right to short-list and interview Offerors as part of the evaluation process.

Scope of Services:

BJWSA is seeking proposals from qualified vendors to provide a comprehensive Unified Communications as a Service (UCaaS) and Contact Center solution for 235 lines total (21 auto attendants, 20 Contract Center users, 118 Named Users and 76 open numbers). Our goal is to enhance communication capabilities, improve customer engagement, and streamline operations across our organization.

Required Features and Functionality Vendors should provide solutions that include, but are not limited to, the following features:

• Voice and Telephony:

• Cloud-based phone system with VoIP capabilities.

• Call routing, forwarding, and voicemail-to-email functionality.

• HD voice quality and call recording features.

• Mobility:

• Mobile applications for iOS and Android devices.

• Seamless transition between devices (desktop to mobile).

• Offline capabilities for messaging and call history.

• Intelligent Routing:

• Skills-based routing to connect customers with the right agents.

• Multiple queues with priority settings.

• Queue management and callback options.

• Analytics and Reporting:

• Real-time analytics dashboard for call metrics and customer interactions.

• Customizable reporting features to track performance and user engagement.

• Insights into call quality, customer satisfaction, and agent performance.

• Self-Service Options:

• Interactive Voice Response (IVR) systems for automated customer support.

• Compliance:

• Automated call recording pausing for PCI DSS.

Please respond to each aspect of this RFP as detailed below:

• Platform Capability 25 points

• Qualifications of Firm and Key Personnel 20 points

• Project Implementation Approach/Schedule 20 points

• Cost of Ownership 20 points

• Training and Support 15 points

Total 100 points

BJWSA Minimum Insurance Requirements:

The Contractor shall procure and maintain during the life of this contract, whether such operation be by himself or by a subcontractor or anyone directly or indirectly employed by either of them, such insurance as required by statute and/or ordinance to adequately protect BJWSA from any claims or damages, including bodily injury or death, which may arise from them during operations of this contract.

Coverage Medium Risk Profile (Authority’s Standard Requirement)

Commercial General Liability

Products/Completed Operation Explosion, Collapse & Underground (XCU)

$1,000,000*

As above If any, limit To Be Determined

Automobile Liability $1,000,000*

**Workers’ Compensation Statutory

**Employers Liability 500/500/500*

**Waiver of Subrogation on WC Required if available

Umbrella /Liability n/a Professional Liability may be required on a risk profile depending on nature of services provided by contract. Coverage required for professional service such as accountant, attorney, architect, design, engineering and most consultants

$1,000,000

Environmental/Pollution Liability required if demolition, use of hazardous materials or environmentally sensitive

$1,000,000*

Fidelity Bond (loss of money or other property due to dishonest acts). Only for Contracts such as Banking, Janitorial, Fund Raising, TPA’s and similar

$500,000

Certificates of Insurance: The Contractor shall furnish to BJWSA, certificates showing the type, amount, class of operations covered, effective dates and expiration dates of all policies. Such certificates shall contain substantially the following statement: “The insurance covered by this certificate will not be cancelled or materially altered except after 30 days written notice has been received by BJWSA.

The Contractor or any approved subcontractor or sub-subcontractor shall name BJWSA, its officers, officials, agents and employees as an Additional Insureds on every required policy of insurance and shall provide the Owner with a copy of the necessary Certificate of Insurance which reflects the designation of BJWSA, its officers, officials, agents and employees as an Additional Insured under the policy. Contractor shall also provide, upon request, a copy of the Declarations Page of the applicable policy also noting BJWSA, its officers, officials, agents and employees as Additional Insureds under the policy.

This Additional Insured coverage shall be primary and noncontributory over Owners own policies of insurance.