1947_1.DOC

State of Wisconsin

Wis. Statutes s.16.75

DOA-3070 (R08/2003)

BIDS MUST BE SEALED AND ADDRESSED TO:

FORMCHECKBOX

Remove from bidder list for this commodity/service. (Return this page only.)

AGENCY ADDRESS:

Department of Administration Bureau of Procurement

101 E. Wilson Street, 6th Floor

P.O. Box 7867

Madison, WI 53707-7867

Bid envelope must be sealed and plainly marked in lower corner with due date and Request for Bid # 27824-LAA. Late bids will be rejected. Bids MUST be date and time stamped by the soliciting purchasing office on or before the date and time that the bid is due. Bids dated and time stamped in another office will be rejected. Receipt of a bid by the mail system does not constitute receipt of a bid by the purchasing office. Any bid which is inadvertently opened as a result of not being properly and clearly marked is subject to rejection. Bids must be submitted separately, i.e., not included with sample packages or other bids. Bid openings are public unless otherwise specified. Records will be available for public inspection after issuance of the notice of intent to award or the award of the contract. Bidder should contact person named below for an appointment to view the bid record. Bids shall be firm for acceptance for sixty (60) days from date of bid opening, unless otherwise noted. The attached terms and conditions apply to any subsequent award.

REQUEST FOR BID

Amended October 26, 2006

(changes highlighted in turquoise)

November 16, 2006, 2:00 P.M. Central Time

BIDDER (Name and Address)

Name (Contact for further information)

Lizabeth Ascher

Phone

608-266-9796 Date

October 6, 2006

Quote Price and Delivery FOB

F.O.B. Destination, Freight Prepaid and Included

Fax bids are not accepted

Item

No.

Quantity and Unit

Pricing Total

SUBTOTAL OF IVR SYSTEM TOTALS

(Sections 6.1 through 6.4)

TOTAL BID

(Sections 6.1 through 6.4 then add 6.6 and 8.1)

FORMCHECKBOX

We claim minority bidder preference [Wis. Stats. s. 16.75(3m)]. Under Wisconsin Statutes, a 5% preference may be granted to CERTIFIED Minority Business Enterprises. Bidder must be certified by the Wisconsin Department of Commerce. If you have questions concerning the certification process, contact the Wisconsin Department of Commerce, 5th Floor, 201 W. Washington Ave., Madison, Wisconsin 53702, (608) 267-9550. Does Not Apply to Printing Bids.

FORMCHECKBOX

We are a work center certified under Wis. Stats. s. 16.752 employing persons with severe disabilities. Questions concerning the certification process should be addressed to the Work Center Program, State Bureau of Procurement, 6th Floor, 101 E. Wilson St., Madison, Wisconsin 53702, (608) 266-2605.

Wis. Stats. s. 16.754 directs the state to purchase materials which are manufactured to the greatest extent in the United States when all other factors are substantially equal. Materials covered in our bid were manufactured in whole or in substantial part within the United States, or the majority of the component parts thereof were manufactured in whole or in substantial part in the United States.

FORMCHECKBOX

Yes FORMCHECKBOX No FORMCHECKBOX Unknown

In signing this bid we also certify that we have not, either directly or indirectly, entered into any agreement or participated in any collusion or otherwise taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit a bid; that this bid has been independently arrived at without collusion with any other bidder, competitor or potential competitor; that this bid has not been knowingly disclosed prior to the opening of bids to any other bidder or competitor; that the above statement is accurate under penalty of perjury.

We will comply with all terms, conditions and specifications required by the state in this Request for Bid and all terms of our bid.

Name of Authorized Company Representative (Type or Print)

Title

Phone

Fax

Signature of Above

Date

Federal Employer Identification No.

Social Security No. if Sole

Proprietor (Voluntary)

This form can be made available in accessible formats upon request to qualified individuals with disabilities.

TABLE OF CONTENTS

2TABLE OF CONTENTS

51.0

GENERAL INFORMATION

51.1

INTRODUCTION AND BACKGROUND

51.2

SCOPE OF THE PROJECT

61.3

CURRENT CUSTOMER ENVIRONMENT

71.4

PROCURING AND CONTRACTING AGENCY

72.0

DEFINITIONS, GENERAL BID PROCESS AND CONTRACTUAL INFORMATION

82.1

CLARIFICATION AND/OR REVISION TO THE SPECIFICATIONS AND REQUIREMENTS

92.2

REASONABLE ACCOMMODATIONS

92.3

CALENDAR OF EVENTS

102.4

CONTRACT TERM

102.5

NEWS RELEASES

102.6

FINANCIAL REQUIREMENTS

102.7

BIDDER REFERENCES

102.8

COOPERATIVE PURCHASING

102.9

VENDORNET

102.10

PRIME CONTRACTOR AND SUBCONTRACTOR

102.11

SUPPLIER DIVERSITY – MINORITY BUSINESS ENTERPRISE PROGRAM

112.12

AFFIRMATIVE ACTION

112.13

TAX EXEMPTIONS AND CERTIFICATION FOR COLLECTION OF SALES AND USE TAX

112.14

PAYMENT TERMS

112.15

STATE OF WISCONSIN BUSINESS HOURS

113.0

PREPARING AND SUBMITTING A BID

113.1

RESPONSE ACCEPTANCE

113.2

RESPONSE REVIEW

113.3

METHOD OF AWARD

113.4

INCURRING COSTS

123.5

SUBMISSION OF BIDS

123.6

BID RESPONSE ORGANIZATION AND FORMAT

154.0

GENERAL BID REQUIREMENTS RESPONSE

225.0

BID SPECIFICATION AND RESPONSE FORM

486.0

IVR SYSTEM PRICING

486.1

AGENCY A – IVR SYSTEMS

496.2

AGENCY B – IVR SYSTEMS

506.3

AGENCY C – IVR SYSTEMS

516.4

AGENCY D – IVR SYSTEMS

606.5

IVR SYSTEM(S) PRICING FORM

637.0

POST WARRANTY SUPPORT PRICING

668.0

TRAINING REQUIREMENTS

668.2

SUBSEQUENT TRAINING

678.3

OEM TECHNICAL CERTIFICATION

679.0

TECHNOLOGY DEVELOPMENT

6710.0

SPECIAL CONTRACT TERMS AND CONDITIONS

6811.0

CONTRACT TERMS AND CONDITIONS

74Supplemental Standard Terms and Conditions

Attachments to Request for Bid (RFB) 27824-LAA for Interactive Voice Response (IVR) Solution:

· Standard Terms and Conditions (Form DOA-3054)

· Supplemental Standard Terms and Conditions

· State of Wisconsin – Hardware Rider

· State of Wisconsin – Hardware Maintenance Rider

· State of Wisconsin – Software Rider

· State of Wisconsin – Software Development Rider

· State of Wisconsin – Personal Services Rider

· Vendor Information – Attachment A (Form DOA-3477)

· Wisconsin’s Cooperative Purchasing Service – Attachment B (Form DOA-3478)

· Designation of Confidential and Proprietary Information – Attachment C (Form DOA-3027)

· Debarment Form – Attachment D

· Lobbying Form – Attachment E

· Disclosure of Lobbying Activities Form – Attachment F

· Taxpayer Identification Number (TIN) Verification – Attachment G (Form DOA-6448) Separate Downloadable Appendixes to Request For Bid (RFB) 27824-LAA for Interactive Voice Response (IVR) Solution:

· CallCenter@nywhere – Enterprise ACD Information

· CallCenter@nywhere, IVR (formerly Telephony@Work) (8 pages)

· CallCenter@nywhere, Web Services API, Users Guide

(66 pages)

· Agency A -- IVR System 1

Section 6.1

(1 page)

· Agency A – IVR System 2

Section 6.1

(15 pages)

· Agency B – IVR Systems 1 , 2 & 3

Section 6.2

(144 pages)

· Agency C – IVR System 1

Section 6.3

(35 pages)

· Agency C – IVR Systems 2 & 3 (Document 1) Section 6.3

(108 pages)

· Agency C – IVR Systems 2 & 3 (Document 2) Section 6.3

(87 pages)

· Agency D – IVR Systems 1 through 16

Section 6.4

(137 pages)

1.0 GENERAL INFORMATION

1.1 INTRODUCTION AND BACKGROUND

The purpose of this document is to obtain the best and lowest responsible total price for the State of Wisconsin.

This document provides interested parties with information to enable them to submit a bid response for products or services requested.

The State of Wisconsin as represented by the Department of Wisconsin, Division of Enterprise Technology, Bureau of Infrastructure Support, Voice Services Section, intends to use the results of this Request for Bid (RFB) to award a contract or contracts for Interactive Voice Response (IVR) solutions. The state intends to use the results of this process to award a statewide contract opportunity to a single primary contract vendor. However, the state reserves the right to award contracts to multiple vendors should it be in the best interest of the State.

Based on the configurations provided in Section 6.0, bidders may recommend and have the option of bidding on decentralized, centralized, hosted or any combination of these IVR solutions. If trunking or point-to-point circuits are required, the vendor must identify needs and provide detailed specifications, including quantities, with their bid response. DOA will determine the pricing for those facilities and add that amount to the vendor’s proposed solution(s).

Information submitted in response to this Request for Bid (RFB) will be used by the Department of Administration to determine if bidders can meet the terms, conditions and specifications of this Request for Bid (RFB).

1.2 SCOPE OF THE PROJECT

The purpose of an Interactive Voice Response (IVR) contract(s) is to provide guaranteed contracted costs for State and University Systems requiring this technology. The results of this Request for Bid (RFB) will be used to establish an acceptable contract(s) for robust Interactive Voice Response (IVR) platform capable of utilizing the latest technology in intelligent network services and data processing integration. Contract(s) resulting from this Request for Bid (RFB) do not guarantee a minimum amount of new equipment or service to be acquired. State agencies, including University of Wisconsin campuses, will be required to purchase Interactive Voice Response (IVR) equipment and services from any resulting contract(s) unless an exception waiver is justified (reference 1.2.1.6 and 7.2). This procurement does not prohibit use of other contracted equipment/services (e.g., the State’s enterprise ACD system, CallCenter@nywhere) where Interactive Voice Response (IVR) functionality is secondary in nature.

The vendor(s) awarded this contract(s) will be responsible for providing application development, production, training, installation, support, billing, and contract management functions as defined later in Sections 4.0, 5.0, 6.0, 7.0, 8.0 and 9.0.

1.2.1 NEEDS: The State has several requirements under this procurement:

1.2.1.1 The State requires a three-year agreement with two optional one-year extensions available at the State’s discretion and by mutual consent.

1.2.1.2 Interactive Voice Response (IVR) equipment and services will be acquired on as as-needed basis by agencies. There is no guaranteed volume of purchases for any resulting contract.

1.2.1.3 Vendors must identify all costs associated with the implementation and operation of Interactive Voice Response (IVR) systems. Vendors must also identify any hardware, software, networks, or anything else the State is expected to provide that could have an impact on the total cost of ownership for this solution.

1.2.1.4 The State requires the proposed Interactive Voice Response (IVR) solutions provide a variety of services and features. Please provide complete documentation and detailed descriptions of all available features.

1.2.1.5 The State may require Interactive Voice Response (IVR) solutions at any location at any time throughout the State.

1.2.1.6 The winning vendor(s) must demonstrate the ability to connect the Interactive Voice Response (IVR) solution to the systems and protocols outlined in this Request for Bid (RFB) in a manner consistent with the State’s configuration and security standards. Failure to meet this requirement for any of the State’s applications may result in an exception waiver to use another IVR solution for that application.

1.2.2 AUTHORIZED USERS: The State prefers that all equipment and services be made available to authorized users at the same rates agreed to by the State and the vendor. Vendors should review State of Wisconsin, Department of Administration – Vendor Agreement – Wisconsin’s Cooperative Purchasing Service (attachment) for definitions and other information on authorized users. The successful vendor(s) shall be responsible for determining the status of potential authorized users and supplying the State with documentation and support.

1.3 CURRENT CUSTOMER ENVIRONMENT

Currently the State operates IVRs utilizing manufacturer discontinued Avaya (Lucent) Intuity Conversant systems. IVRs vary in size (ports), software levels and applications. There are over thirty (30) IVRs around the State with the highest concentration in Madison followed by Milwaukee. The vast majority of these IVRs use Centrex as their local service. Many state agencies are interfacing other applications with their IVRs like: ACD, CRM and reporting packages. Information about specific IVR sizes, interfaces, software levels and applications is outlined in Section 6.0 of this document.

IVR systems in place today that may require replacement with a new system are currently interfacing with:

Dial Tone

Lucent 5ESS Centrex and Custom ISDN Centrex

Nortel DMS 100 Centrex and Custom ISDN Centrex

Siemens EWSD Centrex and Custom ISDN Centrex

ACD

CallCenter@nywhere Voice Mail

Baypoint Model 640 Version 7.0

Databases

DB2

Oracle

Sybase

SQL Server

Filehandler

LAN and Desktop Environment

Windows 97/98/NT/XP

Win2000

TCP/IP

Ethernet

Token Ring (going away)

WAN Environment

IP over CBR PVC’s over ATM

Internet

Mainframe

Wang

IBM

Even though the State is seeking a state of the art IVR solution, the State’s first goal is to have available an IVR solution(s) to replace the functionality it has today. This means that we will not necessarily need all of the features offered by these solutions immediately and will not want to pay for them until they are needed. Different agencies may need different levels of functionality at different times so, it will be advantageous to the bidder who can accommodate these special needs and charge accordingly.

ScriptBuilder, Script and Pro*C are the programming tools currently used to write complex applications. The State prefers that the vendor provide a method of migrating existing applications to a new open standards Interactive Voice Response (IVR) platform..

The State strongly advises vendors to consider their qualifications before investing time and effort on this Request for Bid (RFB). The State will only accept responses from vendors that have experience and references that prove their ability to implement solutions of varying sizes, scope and complexity.

1.4 PROCURING AND CONTRACTING AGENCY

This Request for Bid (RFB) is issued by the Wisconsin Department of Administration Bureau of Procurement, which is the sole point of contact for the State of Wisconsin during the procurement process. The person responsible for managing the procurement process is Lizabeth Ascher.

State agencies may be located within a single city or have remote locations statewide. Although the Department of Administration is conducting this Request for Bid (RFB), State agencies will be responsible for costs incurred. The successful vendor(s) must be able to bill individual agencies directly.

Contacts between the contractor and the State will be through designated agency representatives unless otherwise instructed in writing. Contractor(s) shall meet with designated agency representatives, as requested, to resolve problems. Problems that cannot be resolved between the designated agency representative and the contractor shall be referred to the Contract Administrator located in the Department of Administration. The Contract Administrator shall inform the contractor in writing of the unresolved issues and the contractor will respond with proposed corrective actions within ten (10) days of receipt of this communication. The State and/or the contractor may request meetings to address unresolved contract issues.

Contract(s) resulting from this Request for Bid (RFB) will be administered by the Wisconsin Department of Administration/Division of Enterprise Technology (DOA/DET). The contract administrator for day-to-day and telecommunication policy issues will be Gary McFall.

2.0 DEFINITIONS, GENERAL BID PROCESS AND CONTRACTUAL INFORMATION

The following definitions are used throughout the Request for Bid (RFB):

5ESS mans central office switch manufactured by Lucent Technologies.

ACD means Automatic Call Distributor.

ACD Trunk means call path to the ACD.

ANI means Automatic Number Identification.

API means Application Programming Interface.

Authorized User means any county, city, village, town, school district, board of school directors, sewer district, drainage district, vocational, technical and adult education district, or any other public body having the authority to award public contracts (s. 16.70(8), Wis. Stats.).

Bid means a response to this Request for Bid (RFB).

Bidder means a person or firm who submits a competitive bid in response to an invitation for bids and a set of specifications.

CC-MIS means Call Center Management Information System manufactured by Nortel.

CICS means Customer Information Control System.

CLID means Calling Line Identification.

Contracting Agency means Department of Administration.

Contract Administrator means the individual in the Division of Technology who administers the Contract and day-to-day issues resulting from this Request for Bid (RFB).

Contract Manager means the individual in the State Bureau of Procurement who manages the Contract and contractual issues resulting from this Request for Bid (RFB).

Contractor means the company, organization or other qualified legal entity to which a contract shall be awarded to furnish the equipment and services described herein.

CPE means Customer Premise Equipment.

CTI means Computer Telephony Integration.

DID means Direct Inward Dialing.

DMS meansDMS100 central office switch manufactured by Nortel.

DNIS means Dialed Number Identification Service.

DOA means the Department of Administration.

DOD means Direct Outbound Dialing.

DTMF means Dual-Tone Multi-Frequency (tone generated when depressing digits on a touch tone telephone).

F.O.B. means Freight On Board.

GUI means Graphical User Interface.

Hz means hertz.

IVR means Interactive Voice Response system.

LDAP means Lightweight Directory Access Protocol.

MAC means Moves, Adds and Changes.

Manufacturer means the company which owns controlling interest in the factory actually producing the equipment furnished.

Municipality includes a county, city, village, town, school district, federally recognized Indian tribes, board of school directors, sewer district, drainage district, vocational, technical, and adult education district or other public or quasi-public corporation, board, or other body having authority to award public contracts within the State.

ODBC means Open DataBase Connectivity and is a standard for accessing different database systems.

OEM means Original Equipment Manufacturer.

Partition means completely separate IVR applications within one system, in other words, a separation of the IVR between the different agencies so they appear to be and function as though they are on their own system. There may be multiple applications within each partition.

PIN means Personal Identification Number.

POTS means Plain Old Telephone Service.

Proposal means the complete response submitted by the Proposer.

Proposer means any individual, company, corporation, or other entity that submits a bid response to this Request for Bid (RFB).

PSTN means Public Switched Telephone Network.

Purchasing Agency means State Agency, University or Authorized User purchasing products or services from the contract resulting from this Request for Bid (RFB).

RFB means this Request for Bid (including all appendices).

SBOP means the State Bureau of Procurement.

SIT Tones means Standard Information Tones and Special Information Tones.

SNA means Systems Network Architecture.

State means the State of Wisconsin and Authorized Users.

State Agency or Agency means any department, board, commission, independent agency, or any other separate entity established by statute or by constitution in the state government, including the legislature.

TAPI means Telephony Application Program Interface (a Windows Application Program Interface enabling hardware independent access to telephone based communication).

TBE means a Targeted Business Enterprise, which includes small, minority-, women-, or veteran-owned businesses.

TUI means Telephone User Interface.

UI means Unemployment Insurance.

Vendor means a firm submitting a bid response to this RFB.

VoIP means Voice Over Internet Protocol.

2.1 CLARIFICATION AND/OR REVISION TO THE SPECIFICATIONS AND REQUIREMENTS

Any questions concerning this RFB must be submitted to the RFB Manager via e-mail or in writing on or before October 20, 2006, 2 P.M., Central Time to:

Postal Address

Common Carrier Address

State Bureau of Procurement

State Bureau of Procurement, 6th Floor

Department of Administration

101 E. Wilson Street

Madison, WI 53707-7869

Madison, WI 53707

FAX Number:

608-267-0600

Direct Number:

608-266-9796

Email Address:

beth.ascher@wisconsin.gov Vendors are expected to raise questions, exceptions, or additions they have concerning the RFB document at this point in the RFB process. If a vendor discovers any significant ambiguity, error, conflict, discrepancy, omission, or other deficiency in this RFB, the vendor should notify immediately the above named individual of such error and request modification or clarification of the RFB.

In the event that it becomes necessary to provide additional clarifying data or information, or to revise any part of this RFB, revisions/amendments and/or supplements will be provided to all recipients of this initial RFB.

Each bid response shall stipulate that it is predicated upon the requirements, terms, and conditions of this RFB and any supplements or revisions thereof.

Contacts with State employees concerning this RFB are prohibited, except as authorized by the RFB manager during the period from date of release of the RFB until the notice of contract award is released.

2.2 REASONABLE ACCOMMODATIONS

The Department of Administration will provide reasonable accommodations, including the provision of information material in an alternate format for qualified individuals with disabilities, upon request. If you think you need accommodations at a bid opening, contact Lizabeth Ascher, beth.ascher@wisconsin.gov or 608-266-9796 (voice) or 608-267-0600 (fax).

The Wisconsin Telecommunications Relay System allows a text telephone (TTY) user who may be deaf, hard of hearing or speech impaired to call or be called by virtually anyone using a voice telephone. Calls may be placed 24 hours a day, 7 days a week. All calls are confidential. Numbers are:

711 or 800-947-6644 for voice 711 or 800-947-3529 for TTY 711 or 800-833-7637 for Speech to Speech 711 or 800-833-7813 for Spanish only

The deaf, hard of hearing or speech impaired caller would dial one of the numbers and communicate the number they need to reach at the State. Depending on the degree of assistance required the Telecommunications Relay System will act as the "interpreter." By the same token, callers from the State can go through the Telecommunications Relay System (same numbers) to return calls or communicate.

2.3 CALENDAR OF EVENTS

Listed below are specific and estimated dates and times of actions related to this Request for Bid (RFB). The actions with specific dates must be completed as indicated unless otherwise changed by the State. In the event that the State finds it necessary to change any of the specific dates and times in the calendar of events listed below, it will do so by issuing a supplement to this RFB. There may or may not be a formal notification issued for changes in the estimated dates and times.

2.4 CONTRACT TERM

The contract shall be effective on the date indicated on the purchase order or the contract execution date and shall run for three (3) years from that date, with an option by the State to renew for two (2) additional one-year periods.

2.5 NEWS RELEASES

News releases pertaining to the RFB or to the acceptance, rejection, or review of responses shall not be made without the prior written approval of the State.

2.6 FINANCIAL REQUIREMENTS

Bidders responding to this RFB must be able to substantiate their financial stability. Current financial statements along with additional supporting documentation must be submitted with each response. The State may request reports on financial stability from independent financial rating services in order to further substantiate stability. See Section 4.3 for detail regarding required information.

2.7 BIDDER REFERENCES

See Section 4.5 for directions. See Sections 4.6 through 4.11, for more detail regarding specific required references.

2.8 COOPERATIVE PURCHASING

The State prefers that bidders agree to provide these products and services to Wisconsin municipalities and other governmental authorized agencies under the terms and conditions of the contract. The signed Wisconsin Cooperative Purchasing form (DOA 3333) must be included in the bid response.

2.9 VENDORNET

The State of Wisconsin’s purchasing information and vendor notification service is available to all businesses and organizations that want to sell to the state. Anyone may access VendorNet on the Internet at http://vendornet.state.wi.us to get information on state purchasing practices and policies, goods and services that the state buys, and tips on selling to the state. Vendors may use the same Web site address for inclusion on the bidders’ list for goods and services that the organization wants to sell to the state. A subscription with notification guarantees the organization will receive an e-mail message each time a state agency, including any campus of the University of Wisconsin System, posts a request for bid or a request for proposal in their designated commodity/service area(s) with an estimated value over $25,000. Organizations without Internet access receive paper copies in the mail. Increasingly, state agencies also are using VendorNet to post simplified bids valued at $25,000 or less. Vendors also may receive e-mail notices of these simplified bid opportunities.

2.10 PRIME CONTRACTOR AND SUBCONTRACTOR

Subcontractors must abide by all terms and conditions of the contract. If subcontractors are to be used, this should be clearly explained in your Proposal. However, the prime contractor will be responsible for contract performance whether or not subcontractors are used. The State shall have the final authority as to which subcontractors may be used by the vendor.

2.11 SUPPLIER DIVERSITY – MINORITY BUSINESS ENTERPRISE PROGRAM

With this procurement, the successful contractor is encouraged to purchase 5% of services and supplies from minority businesses certified by the Wisconsin Department of Commerce, Bureau of Minority Development. The awarded vendor will submit a subcontracting plan of action indicating their utilization of certified minority businesses on this contract. The Department of Administration will require from the successful contractor a quarterly report of purchases of such supplies and services necessary for the implementation of this contract. A listing of certified minority businesses, as well as the services and commodities they provide, is available from the Department of Administration, Office of Minority Business Program, (608) 267-7806. The list is published on the Internet at: http://www.doa.state.wi.us/dsas/mbe/minority_search.asp.

If you are a State of Wisconsin, Department of Commerce Certified Minority Business Enterprise, please indicate this by checking the appropriate box on form DOA-3070 (RFB Cover Sheet).

2.12 AFFIRMATIVE ACTION

DOA requires every contractor who receives a state contract over $25,000 to provide an Affirmative Action Plan. Failure to comply appropriately with this requirement can lead to your company being banned from doing business with an agency of the State of Wisconsin. Additionally, failure to comply can result in termination of this contract, or withholding of payment.

For additional information see Section 19.0 of the Standard Terms and Conditions.

2.13 TAX EXEMPTIONS AND CERTIFICATION FOR COLLECTION OF SALES AND USE TAX

The State of Wisconsin shall not enter into a contract with a vendor, and reserves the right to cancel any existing contract, if the vendor or contractor has not met or complied with the requirements of s. 77.66, Wis. Stats., and related statutes regarding certification for collection of sales and use tax. The State of Wisconsin is exempt from payment of all federal tax and Wisconsin state and local taxes on its purchases except Wisconsin excise taxes as defined in Section 12.0 of the Standard Terms and Conditions.

2.14 PAYMENT TERMS

The State must meet a statutory mandate to pay or reject invoices within thirty (30) days of receipt. Before payment is made, it also must verify that all invoiced charges are correct and financial conditions are in compliance with the contract and corresponding State purchase order. Only properly submitted invoices will be officially received for payment. Thus, prompt payment requires that invoices be clear, complete and in compliance with conditions of this RFB and subsequent purchase orders.

2.15 STATE OF WISCONSIN BUSINESS HOURS

Generally, State of Wisconsin core business hours are Monday through Friday, 7:45 A.M. to 4:30 P.M., Central Time. Agency core hours may vary slightly but for the purpose of this RFB these shall be considered the core business hours.

Additionally, there are agencies supporting 24 x 7 x 365 operations (e.g., medical and correctional institutions).

State of Wisconsin Legal Holidays are January 1, Martin Luther King Jr. Birthday (3rd Monday in January), Memorial Day (last Monday in May), July 4, Labor Day (1st Monday in September), Thanksgiving Day (4th Thursday in November), December 24, December 25 and December 31. If a legal holiday falls on a Sunday, the following Monday is considered a holiday.

3.0 PREPARING AND SUBMITTING A BID

3.1 RESPONSE ACCEPTANCE

Responses that do not comply with instructions or are unable to comply with requirements/specifications contained in this RFB may be rejected by the State. The State retains the right to accept or reject any or all responses, or accept or reject any part of a response deemed to be in the best interest of the State. The Department of Administration shall be the sole judge as to compliance with the instructions in this RFB.

3.2 RESPONSE REVIEW

Responses will be reviewed by the State to verify that they meet all specified requirements in this RFB. This verification may include contacting references furnished in the vendor’s response, requesting reports on the vendor’s financial stability, conducting site visits, product demonstrations, requesting resumes of employees who will support contracts, and reviewing results of past awards to the Vendor by the State of Wisconsin.

3.3 METHOD OF AWARD

The State of Wisconsin Department of Administration shall be the sole judge of awarding this bid. Award(s) will be made on the basis of responsible bidder(s) that are judged to be in the best interest of the State. Bids must meet all bid specifications, standard terms and conditions, and supplemental terms and conditions. Single or multiple award(s) deemed to be in the best interest of the State may be made from this RFB and such decisions will be at the sole discretion of the Department of Administration.

3.4 INCURRING COSTS

The State of Wisconsin is not liable for any cost incurred by vendors in replying to this RFB.

3.5 SUBMISSION OF BIDS

Proposers must submit one (1) original hard copy (labeled “Original”), three (3) reproduced hard copies (labeled “Copy”) and one (1) CD of complete bid response that must be received by Thursday, November 16, 2006, 2:00 P.M., Central Time to be considered for acceptance.

Elaborate bid responses (e.g., expensive artwork), beyond that sufficient to present a complete and effective proposal, are not necessary or desired.

Do not submit bid responses on any stationery that includes the words “confidential”. Responses to this bid become part of public records and are subject to review. Bidders should indicate on the Designation of Confidential and Proprietary Information form (DOA-3027) any information that the bidder wishes to be kept confidential. See this form for the types of information that may be kept confidential.

Faxed Bids will NOT be accepted.

Bid responses must be mailed or delivered to:

Postal Address

Common Carrier Address

State Bureau of Procurement

State Bureau of Procurement, 6th Floor

101 E. Wilson Street

Madison, WI 53707-7869

Madison, WI 53707

Bid responses must be received in the above office no later than Thursday, November 16, 2006, 2:00 P.M., Central Time. All bid responses must be accepted and time-stamped by the State Bureau of Procurement by 2:00 P.M., Central Time. Bid responses not stamped by the stated date and time cannot be opened or accepted for any reason. Receipt of a bid response by the State mail system or a courier service does not constitute receipt of a bid response by the State, for purposes of this RFB.

To ensure confidentiality of the document, all bid responses must be packaged, sealed and show the following information on the outside:

· Vendor’s name and address

· Request for bid title

Interactive Voice Response (IVR) Solution

· Request for bid number

27824-LAA

· Request for bid due date

November 16, 2006, 2 P.M. Central Time

3.6 BID RESPONSE ORGANIZATION AND FORMAT

Bid responses must be typed and submitted on 8.5 x 11-inch paper, bound securely. Each section of the bid response must be organized and labeled clearly with the correct RFB section numbers. Responses to statements should be “does comply” or “does not comply”. The following bid submission checklist outlines the components of the RFB response.

Bid Response Submission Checklist and Organization

TAB 1

RFB Cover Sheet Enclose Request for Bid Cover Sheet. (RFB form DOA-3070) to be signed by an officer of your company as page 1 of the RFB response. Check the MBE preference checkbox if you claim MBE preference (you must be a State of Wisconsin Certified Minority Business Enterprise to claim the preference). The signed form with total bid pricing must be submitted with the RFB response as the first page of your document.

TAB 2

Introduction Letter Include an introduction letter from the person who is responsible for decisions as to the prices being offered in the response or by a person who has been authorized in writing to act as agent for the person responsible for the decision on prices.

By submitting a response, the vendor’s signatories certify that in connection with this procurement: (a) the vendor’s organization or an agent of the vendor’s organization has arrived at the prices and discounts without consultation, communication or agreement with any other respondent or with any competitor for the purpose of restricting competition, (b) the prices, discounts, or margins quoted in the response have not been knowingly disclosed by the vendor’s organization or by an agent of the vendor’s organization and will not be knowingly disclosed by same, directly or indirectly, to any other respondent or to any competitor, and (c) no attempt has been made or will be made by the vendor’s organization or by any agent of the vendor’s organization to induce any other person or firm to submit or not to submit a response for the purpose of restricting competition.

Include required attachment:

· Vendor Information form DOA-3477 – Attachment A

TAB 3

Management Summary Provide a narrative summary of the response being submitted. This summary should identify all product(s) and/or service(s) that are being offered in the response. A brief description of the vendor’s organization and its history may also be included.

TAB 4

Include required attachments:

· Section 2.6: Financial Requirements as defined in Section 4.3.

· Section 2.7: Vendor References as defined in Sections 4.5 through 4.11.

· Section 2.8: Wisconsin Cooperative Purchasing (Section 2.8) form DOA-3333 – Attachment B

· Section 3.5: Designation of Confidential and Proprietary Information form (DOA-3027) (Attachment C)

TAB 5

Resumes Include required attachments:

· Resumes as defined in Section 4.4.

TAB 6

General Bid Requirements Response Include required attachments:

· Completed General Bid Requirements Response (Section 4.0).

· OEM Certification Documents (Section 4.43).

· Copy of warranty for bid system(s) (Section 4.46).

TAB 7

Bid Specification and Response Form Include required attachments:

· Completed Bid Specification and Response Form (Section 5.0).

· Response to Bid Specification (Section 5.130).

· Response to Bid Specification (Section 5.131).

· Response to Bid Specification (Section 5.132).

TAB 8

IVR Pricing Include required pricing forms (found in Section 6..5) for:

· Completed pricing form(s) for Agency A – IVR Systems (Section 6.1).

· Completed pricing form(s) for Agency B – IVR Systems (Section 6.2).

· Completed pricing form(s) for Agency C – IVR Systems (Section 6.3).

· Completed pricing form(s) for Agency D – IVR Systems (Section 6.4).

Include required pricing forms (found in Sections 6.6, and 8.1) for:

· Additional Application Specialist Hours Pricing (Section 6.6).

· Required Administrator Training Pricing (Section 8.1).

TAB 9

Post Warranty Support Pricing Include required attachments:

· Completed response for Hardware Maintenance and Support Agreement Options, System Software Maintenance and Support Options and Application Maintenance and Support Options (Section 7.1).

· Completed pricing forms for Hourly Maintenance Rates and Customization Service Rates (Section 7.2).

TAB 10

Subsequent Training Include required attachments:

· Subsequent Training (Section 8.2).

· OEM Technical Certification Information (Section 8.3).

TAB 11

Contract Terms and Conditions Include required attachment:

· Completed response to Section 11.0 questions.

TAB 12

Additional Required Attachments Include additional required attachments:

· Debarment Form (Attachment D).

· Lobbying Form (Attachment E).

· Disclosure of Lobbying Activity (Attachment F).

· Taxpayer Identification Number (TIN) Identification (Attachment G).

TAB 13

IVR System Feature Documentation Include additional required attachment:

· Documentation and detailed descriptions of all available features for bid IVR system(s) (Section 1.2.1.4).

4.0 GENERAL BID REQUIREMENTS RESPONSE

For each requirement provide a point by point response to each and every general bid requirement in this RFB. Responses to general bid requirements must be in the same sequence as they appear in this RFB. Responses must indicate “does comply” or “does not comply” for each requirement. A brief explanation of how each requirement can be met or cannot be met must be included. All requirements are considered mandatory unless otherwise designated. Failure to respond to a requirement may result in rejection of a bidder’s response.

or

Does Not Comply Brief Explanation

Bidders must describe their experience and capabilities in providing similar (in size, complexity, etc.) services to those required. Be specific and identify projects, locations, dates and results. Provide contact information if different from the references required in Sections 4.5 through 4.11.

Bidders must include a list of at least three (3) organizations, including points of contact (name, address, and telephone number), that can be used as references for work performed in the area of service required. Three (3) references must be included for the following areas, however, references can be used for multiple or all services if applicable. Selected organizations may be contacted to determine the quality of work performed and personnel assigned to the project. The results of these reference checks will be used in determining whether or not a bidder meets the mandatory requirements of this RFB. References that are not similar to this project in size, scope, and architecture will be disregarded and will not count toward the mandatory three (3). Bidders are encouraged to request permission from those used as references.

The State will require specific support services from the successful bidder. The performance of these services must be measurable, and the measurements reported to the State’s Contract Administrator on a monthly basis. Liquidated damages will be required for failure to meet agreed upon standards. Explain in the Additional Vendor Comments column how this will be accomplished for each of the following areas:

All prices, costs and conditions outlined in this RFB shall remain firm for the life of the contract. Any price reductions passed on to other customers occasioned because of a competitive “softening” of the market are to be correspondingly offered at the same ratio to the State. Prices may be lowered at any time. Failure on the part of the contractor to promptly accord such industry-wide price decreases may constitute a breach and the contract may be cancelled. In the event of a decrease in price, the contractor shall immediately notify DOA’s Contract Administrator of such decreases and issue revised pricing to cover the reduction. Decreases in prices to the State of Wisconsin shall become effective on the same date as the decrease is effective to the contractor.

Purchasing agency may require vendor to attend an on-site consultation/informational meeting to discuss potential system purchase and/or updates and changes.

Installation and updates/changes shall be performed or supervised only by personnel who have successfully completed the manufacturer’s appropriate factory training programs(s). Vendor shall certify the experience and factory training of all craft, software programmers and supervisory personnel who will perform installation.

Verification and System Acceptance must be agreed to as applicable and stated in attached riders:

- Hardware Rider, Section 1.0

- Software Rider, Section 1.0

- Software Development Rider, Section 1.0

- Personal Services Rider, Section 1.0

Upon notification by a purchasing agency, all duplicate shipments or over shipments must be removed at Contractor’s expense. If such goods are not removed within 30 days of written notification, the purchasing agency reserves the right to dispose of…