Encl No. 5 Evaluation Criteria.docx.docx

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Argonne Telecommunications Support Services
Solicitation number
4-P124-P-00244-00
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This document contains the evaluation criteria that will be used by the Laboratory to judge the adequacy of proposals submitted for a contract for Telecommunication Operations & Support Services. The proposal must meet the minimum mandatory requirements described in the Statement of Work, and will be evaluated on criteria such as the offeror's qualifications, the proposed scope of work, past performance, and proposal risk. Key requirements include 24x7 monitoring and support for legacy and new phone systems, on-site customer support, certified engineers, transition planning, performance metrics and SLAs, and project management procedures. The award will be made to the responsible offeror whose proposal provides the best overall value to Argonne National Laboratory, with cost/price being a significant but not necessarily the controlling factor. The related federal contract opportunity seeks these telecommunication support services for the Department of Energy Office of Science.

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Inquiry No.

Date

Inquiry No. 4-P124-P-00244-00 July 01, 2024

EVALUATION CRITERIA

This document contains evaluation criteria that are intended to assist the Laboratory in judging the adequacy of proposals submitted.

Proposals will be evaluated for compliance with the minimum requirements contained in the Statement of Work for Telecommunication Operations & Support Services, dated May 1, 2024. Only those proposals meeting the minimum requirements will be included in the final selection process. Any award resulting from this solicitation will be made to the responsible offeror whose proposal contains the combination of those criteria offering the best overall value to Argonne. This will be determined by comparing the difference in the value of the technical (non-cost) features of the proposals with the difference in cost to Argonne. While the Cost/Price may not be the controlling factor for award, it will be a significant part of the Laboratory's selection decision. The Laboratory shall make selection for award based on the principles of best value. Best Value means the expected outcome of an acquisition that, in the Laboratory’s estimation, provides the greatest overall benefit in response to this requirement.

The Technical Proposal will receive an adjective rating of Outstanding, Above Average, Average, Below Average, or Poor in accordance with the technical criteria described below.

The Cost/Price will not be adjectivally rated. The Cost/Price Proposal will be judged on realistic cost/prices and the evaluated probable cost to the Laboratory, all factors considered. The Laboratory may include in the evaluation information acquired from Government and/or commercially available sources.

Section I – Evaluation Criteria

Section II – Past Performance Criteria and Proposal Risk

SECTION I

EVALUATION CRITERIA

Proposal will be evaluated in accordance with the following criteria provided that the proposal meets the minimum mandatory requirement described in the Statement of Work. All Proposals MUST include all necessary support documentation to define the identified in this Section.

Section
Criteria
Type

Organizational Criteria

N/A
Mitel Authorized or higher Partner (hardware and support) or better [new]
Required
N/A
Fiber-optic splicing, maintenance and troubleshooting certifications
Required

Scope of Work Criteria

1.1
Supply 24x7x365 Monitoring of legacy and new phone systems
Required
1.1
Maintain hardware support contract - legacy PointSpan/SPN
Required
1.1
On-site customer support (Tier1 care) for 6000 endpoints
Required
1.1
Outside Cable Plant (OCP) support
Required
1.3
Certified Mitel support engineers on Aastra PointSpan/SPN (VoIP, TDM, Analog)
Required
1.3
Full support for ALL components outlined in Exhibit A, B, C, D, E and F from accompanying document.
Required
1.4
Certified support engineers on Mitel MX-One (VoIP and Analog)
Required
1.4
Support/Staffing for migration activities of no less than 150 phones per week to Mitel system
Required
1.4
Meet all terms and conditions of the professional maintenance contract requirements of the current Mitel MX-One system lease.
Required
1.5
Support external phone-system connectivity via diverse carriers.
Required
1.5
Provide transition plan to migrate from traditional PRIs to SIP trunks for external phone-system connectivity
Desired
1.6.1
Certified support MiCam VoiceMail Service
Required
1.6.2
Full support for local PSAP 911 system
Required
1.6.2
Knowledge of interconnects to Spok Pager system
Desired
1.6.2
Knowledge of interconnect to Biamp PA system
Desired
1.6.2
Knowledge of interconnect to external third-party PBX system
Desired
1.6.2
Knowledge of integration of system to Calero Telecom Management system
Required
2.1.1.1
24x7, 2-hour response time for impacts to legacy system
Required
2.1.1.2
Provisions for legacy system spare parts included in contract per Exhibit F
Required
2.1.1.3
Documented backup and recovery procedures for legacy system
Required
2.1.1.4
Documented disaster recovery plans for legacy system
Required
2.1.1.5
Documented communication and escalation procedures for legacy system
Required
2.1.1.6
Documented change control procedures for legacy system
Required
2.1.1.7
Formal project management procedures for staged work on the legacy system
Required
2.1.2
Full support of all activities related to the monitoring, maintenance, repair and installation of a Aastra PointSpan phone system (Analog and TDM)
Required
2.1.3
Full support of all activities related to the monitoring, maintenance, repair and installation of a Aastra SPN phone system (VoIP) and integration with PointSpan system
Required
2.2.1.1
Real-time monitoring of all components of the Mitel MX-One system with appropriate alerts to warning and critical alerts
Required
2.2.1.2
24x7, 2-hour response time for impacts to MX-One system
Required
2.2.1.2.1
On-site sparing of all critical parts of the MX-One system, per Exhibit H
Required
2.2.1.2.2
Daily backup of critical configuration components of the MX-One system
Required
2.2.1.3
Documented backup and recovery procedures for the MX-One system
Required
2.2.1.4
Documented disaster recovery plans for the MX-One system
Required
2.2.1.5
Documented communication and escalation procedures for the MX-One system
Required
2.2.1.6
Documented change control procedures for the MX-One system
Required
2.2.1.7
Formal project management procedures for migration to and/or augmentation of the MX-One system
Required
3.1
On-site Lead engineer - US Citizen
Required
3.1.1
Appropriate on-site staffing with US Citizens to meet section 7.0 SOW
Required
3.1.2
Staff trained and certified to operate all systems (Aastra PointSpan/SPN and Mitel MX-One along with all support systems)
Required
3.5
Meet or exceed performance standards and provide plan to implement maintenance schedules pursuant to the lease agreement
Required
3.9
Provide management engagement via Quarterly Service Provider Review
Required
3.10
All staff will be located on-site
Required
3.10
Staffing from 7:30a-5p (local timezone) Monday - Friday while the Laboratory is operationally OPEN
Required
3.12
Support critical requirements for operation, administration, maintenance, modification, backup and disaster recovery of the phone system (inclusive of all integrated communication systems)
Required
3.13.1.1
Full MAC (moves, adds and change) support
Required
3.13.1.2
Work Order processing via Telecommunications Management System
Required
3.13.1.4
Staffing levels capable of addressing up to 25 MACs per day with "best-effort" beyond 25
Required
3.13.1.6
Staffing levels capable of completing all MACs within 3 days of request
Required
3.13.2
Curation of technical documentation and user-facing documentation
Required
3.13.3
Training of Argonne users on the use of the systems
Required
3.13.5
Maintain Outside Cable Plant drawings
Required
3.13.6
Maintain wire, cable and circuit database
Required
3.13.8
Act as a resource in the planning and execution of expansions and augmentation of the phone systems
Required
3.14.1
Qualified and certified staffing meeting the needs of legacy and current systems
Required
3.14.2
Documented Quality Assurance Program
Required
3.14.2
Documented Compliance Program
Required
3.14.2
Documented Safety Program
Required
3.14.3.3
Site Manager characterization
Required
3.14.3.4
Field Engineer characterization
Required
3.14.3.5
Process/Data Analyst characterization
Required
3.14.3.6
Customer Service Representative characterization
Required
3.14.3.7
Sub-Contractor usage for larger projects requiring short-term staff augmentation
Required
3.14.4
Offsite Management Resources
Required
4.1
Plan for general maintenance of the legacy and new phone systems
Required
4.2
Plan for routine preventative maintenance (pursuant to the terms of the lease on the new system)
Required
4.4
Demonstrated understanding of the legacy and new phone systems and recommendations for enhancements and/or upgrades
Required
4.5
Demonstrated understanding of the upgrade process for all systems and components included in section 4.5.1 (4.5.1.1-10)
Required
5.0
Inclusion of Tier 1 telephone system staff interacting with Argonne users
Required
5.0
Understanding of the ServiceNow (SNOW) ticketing system
Desired
5.0
Understanding of the Calero Telecom Management system
Desired
6.0
Support for the Outside Cable Plant (OCP), including 24x7x365 monitoring and response
Required
7.0
Plan to meet the requirements of SLAs documented in sections 7.2, 7.3, 7.4
Required
7.8
Plan to meet the Performance Criteria in section 7.8.2-7
Required

SECTION II

1. PAST PERFORMANCE CRITERIA

Offerors shall be evaluated on their past performance in providing similar software and services to those solicited in this RFP and shall provide documentation needed by the representative of Argonne National Laboratory to adequately evaluate the offeror’s capability to provide the required services. Offerors are encouraged to respond to the proposal as completely as possible.

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. The list should provide the following information for each contract:

a. Contract Title

b. Contract Number

c. Date of Award

d. Client’s Name and Address

e. Contract Amount

f. Telephone/Fax/E-mail contact information for Contract

2. PROPOSAL RISK

Though not separately established as an evaluation factor under Section 1, Performance Risk shall be considered with respect to all other factors. Evaluation of Performance Risk includes consideration of: Offeror’s demonstration of the understanding of the scope; risk of successful performance of the contract; the ability and commitment to service and support of the software and its operation over the term of the contract after successful execution of the award.

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