119130-Telecom RFP BrandNameReq 2.19.25Approved.pdf

5/13/19rev

DETERMINATION

Brand Name Specification

PART A. Requesting Agency must complete items 1 through 9.

1. Agency Name: Department of Administrative Services, Enterprise Information Services – Shared Services

2. Date: 02/18/2024 3. Agency Number: 10700

4. Agency Contact Name: Rachel Smith 5. Phone: 971-707-0263

6. Total Estimated Cost: $ Unknown. The RFP will result in master agreement(s) to be used by the agencies.

7. Brand Name to be Acquired: AWS Amazon Connect

8. Background: This RFP is intended to add additional/alternate Contact Center as a Service provider via master agreement. EIS currently provides an enterprise solution and intends to add an additional provider compatible with the existing enterprise Contact Center as a Services platform provided for agencies.

9. Findings that satisfy the required standards based on one or more of the following (a-d) pursuant to

OAR 125-247-0691(2).

Agency determines that:

(a) Use of a Brand Name Specification is unlikely to encourage favoritism in the awarding of Public Contracts or substantially diminish competition for Public Contracts because:

(b) Use of a Brand Name Specification would result will result in substantial cost savings to the contracting agency because:

(c) There is only one manufacturer or seller of the product of the quality, performance or functionality required because:

(d) Efficient utilization of existing Supplies/Goods requires the acquisition of compatible Goods or Services because:

The opportunity exists for many different providers to provide the service, but the platform will remain consistent.

The state provides an enterprise contact center platform for agencies. The published statewide telephony strategy is that all agencies can continue utilizing a centrally managed, standardized, interoperable, efficient, strategically aligned, compatible service. Hosting these services on the same platform but having multiple managed service providers capable of offering the services prevents vendor lock in, creates additional capacity for scheduling, and creates a competitive environment when it comes to pricing and allows agencies find a provider that has expertise in their area of need. Maintaining the same technology platform allows the following:

• Aligns with statewide customer service contingency plans and disaster recovery, allowing agencies to merge staff without additional training or adjusting technology, and respond to significant emergencies from a single Oregon hosted platform.

• Streamlined operations: Managing multiple technologies at the enterprise level is a heavy administrative load.

• Knowledge Transfer: Similar systems allow staff to work across agencies without new training. Agencies able to shift employees from call center to call center without additional training or configuration to handle additional call loads during emergencies and potential surge events.

• Cloud strategic alignment: a single platform will allow for consolidation if needed in the future to bring the services into the state environment.

5/13/19rev

PART B. Law and Rule, Authority and Approval of Brand Name Specification.

STATUTE AND RULE: ORS 279B.200-215 and OAR 125-247-0691

AUTHORITY TO APPROVE BRAND NAME SPECIFICATIONS: OAR 125-246-0170 (3)

FINDINGS: The findings are accepted, adopted, and incorporated by reference herein.

APPROVED BY:

Jay R. Jackson, Procurement Policy Officer Date Oregon Department of Administrative Services

02/19/2025