Addendum No. 2 to RFP No. 4-P124-P-00244-00.pdf

U. S. Department of Energy laboratory managed by UChicago Argonne, LLC

August 6, 2024

TO ALL OFFERORS:

Subject: Argonne Telecommunications Support Services

Request for Proposal (RFP) No. 4-P124-P-00244-00 Addendum No. 2

Attached herewith for your information and use in preparing your proposal for the subject project is one (1) copy of

Addendum No. 2.

Kindly acknowledge receipt of this Addendum by signing and returning one (1) copy of this letter.

Please email receipt to jpatton@anl.gov.

Sincerely, John M Patton

Procurement Specialist 2

Procurement Department

Receipt Acknowledged:

Company:

By:

cc: File

CF

John M Patton Procurement Specialist 2

Financial Management and

Procurement Services Procurement Department

Argonne National Laboratory

9700 South Cass Avenue, Bldg. 201 Lemont, IL 60439

(630)252-6356 jpatton@anl.gov mailto:jpatton@anl.gov

ADDENDUM NO. 2ERROR! REFERENCE SOURCE NOT FOUND.

TO

REQUEST FOR Proposal (RFP) 4-P124-P-00244-00Error! Reference source not found.

FOR

Argonne National Laboratory

BLDG. 201 OCF

9700 S. Cass Ave.

Lemont, IL 60439

August 6, 2024

I. Supplier Questions and Answers

This addendum is being issued to provide answers to supplier questions as detailed below:

# RFP Document Questions Answers 1 SOW Section 1.1

“Background” Has ANL considered moving to the cloud for its voice solution? Such as solutions that allow ANL to leverage some existing licenses within government approved OEM solutions?

Argonne has not completed a cloud assessment and evaluation of cloud PBX providers as of today.

2 SOW Section 1.1 “Background”

Does ANL have a driver for remaining on premises or does ANL plan to move into a hybrid state for its PBX?

Argonne would require premise systems for onsite calling and emergency phones and systems when the cloud solution is not available.

3 SOW 1.6 “Additional Integrations”

How is ANL currently integrating its communication systems, and what are the challenges with these integrations?

We have some integrations that utilize the PRIs to connect to the telecom carriers and to our pager system. Ethernet based network connections are used for other integrations to the Public Address system and analog line connections. Voicemail is also using the network. The network and an AudioCodes SBC is used to integration Microsoft Teams softphone. There is also a SIP trunk between the Mitel and Avaya systems to support the E911 system used by the Argonne Fire Department.

One of the challenges we have faced is with the fire department E911 system. That system does not integrate with the Mitel phone system and has forced us to install the Avaya IP Office phone system.

The pager system only supports a PRI/T1 integration. No SIP connection option from the vendor.

4 SOW Section 2.1.2 “Traditional TDM Phone Services”

Will ANL require a VIP/Premium Services offering? The traditional TDM service is being replaced with VoIP with the legacy Aastra Pointspan PBX being completely replaced with the Mitel MX- ONE. There will not be a need for traditional TDM VIP/Premium services.

5 SOW Section 3.9 “Quarterly Service Provider Review”

What are the main challenges ANL is facing with its PBX services?

We struggle with unwanted SPAM calls. We are also adding additional Ethernet networking cabling across Argonne to support VoIP phones in places where we only have CAT-3 cabling for TDM phones.

6 SOW Section 3.3 “Formal Project Management”

What kind of reporting and analytics will ANL require for this program?

The project management function resides in ServiceNow. All reporting and analytics will be provided in that system.

7 SOW 3.13.1 “General PBX Ops”

What systems does ANL’s PBX solution need to connect?

(Contact Center, CRL etc.)

The Argonne PBX connects to the telecom carriers, Pager system, Public Address system, Microsoft Teams softphone, and Voicemail.

Future integrations will be considered as needed.

8 SOW Section 3.14.2 “Quality, Compliance and Safety Processes/Training

Does ANL have any specific compliance or regulatory requirements for its TO BE voice services? (FedRAMP or other certification)?

Yes. Any cloud services need to have the FedRAMP certification. The supplier also needs to be authorized by Mitel for support of the Argonne phone system.

9 SOW Section 3.14.3.5 “Process and Data Analyst”

Regarding SLAs and call center volumes, can ANL please provide ticket volume for the past 12 months – including indication of standard office hours?

2023 – 2,223 MACD and trouble tickets 2024 – 1,011 MACD and trouble tickets so far

10 SOW Section 3.14.3.5 “Process and Data Analyst”

Regarding SLAs and call center volumes, can ANL please provide ticket volume for the past 12 months – including separate articulation of non-standard office hours?

There has been some off hours work related to system upgrades and troubleshooting issues, but these have been few and far between.

Around 10 to 20 hours over the past 4 to 5 years.

11 SOW Section 5.0 “Tier 1 Support” (Subsection 5.11)

How does ANL handle day to day provisioning and MACDs, what is the process, and how much time does it take to complete a change?

The orders are placed by the Laboratory telecom coordinators in the Calero Pinnacle system. There are around 100 coordinators across the Argonne divisions. The phone system is provisioned by the technicians of this contract. The field changes are handled by Argonne technicians.

The technicians of this contract will assist the Argonne staff when needed in the field.

It generally takes around 20 minutes per order on the phone system provisioning side.

12 SOW Section 7.8 “Contract Performance

How is ANL performing today against the RFP’s SLAs? The current provider is meeting all SLAs as part of the contract.

and Oversight” 13 SOW Exhibit E “Legacy

VOIP Network Diagram” ANL and DOE have existing OEM licenses and OEM relationships that could be leveraged for a TO BE VOIP solution, has ANL considered and decided on what technology it might be considering as the TO BE consolidated VOIP solution? (Such as MS Teams or CISCO)

This has not been considered or evaluated. We currently use Mitel MX- ONE and MS Teams for VoIP and phones.

14 Encl No. 3 Pricing Schedule.doc

Will the government allow contractors to add and/or remove labor categories listed on Enclosure No 3 Pricing Schedule?

No, the Contractor must use the labor categories listed on Enclosure No. 3.

15 Encl No. 5 Evaluation Criteria.docx; Past Performance Criteria, "In addition to any other information that the vendor shall provide to allow Argonne to evaluate past performance, each Offeror shall furnish with their proposal a list of three (3) contracts in the past 5 years that have been awarded and completed and are as similar as possible in nature to the requirements covered by the specifications included."

Does the Laboratory only require contracts that have been awarded and completed, or will current, ongoing, contracts that are relevant be acceptable?

Ongoing contracts that are relevant are acceptable.

16 Encl No. 5 Evaluation Criteria; Sections:

3.14.2, page 3

The Evaluation Criteria enclosure states that documented 1) Quality Assurance Program, 2) Compliance Program and 3) Safety Program will be part of the proposal evaluation. It is our experience that these documents are prepared and submitted post contract award. Are these three items required to be prepared and submitted with our proposal? Or is it acceptable to provide summary information about our quality assurance, compliance, and safety programs.

Summaries are sufficient, however demonstration of knowledge of, and ability to execute on such programs are part of the evaluation process.

17 Special Cl-OCI 3-01-

JUN-2011

Is Enclosure No. 6 Organizational Conflicts of Interest Disclosure/Representation, ANL-548, dated June 1, 2011, the same as Special Cl-OCI 3-01-JUN-2011?

Yes.

18 Encl No. 3 Pricing Schedule.doc, page 2;

and Sample Contract.doc, page 4

In the documents "Encl No 3 Pricing Schedule.doc" and "Sample Contract.doc" define CLIN 0002 is as a T&M CLIN, however there are no LCAT descriptions/qualifications provided. Please advise if the Laboratory plans on providing the LCAT Descriptions/Qualifications

The labor categories identified in this RFP are standard categories and the Laboratory does not intend on providing specific Descriptions/Qualifications.