LOI_OFN261147_OPERATIONS_SUPPORT_SYSTEM_AND_BUSINESS_SUPPORT_SYSTEM_OSSBSS_FOR_FIBER_NETWORK_SERVICES__Letter_of_Interest.pdf

110 SE Watula Avenue, Third Floor

Ocala, Florida 34471 Main Number: (352) 629-8402 www.bidocala.com

The City of Ocala is accepting sealed electronic submissions for:

REQUEST FOR LETTERS OF INTEREST (“LOI”) #: OFN/261147 FOR

OPERATIONS SUPPORT SYSTEM AND BUSINESS SUPPORT SYSTEM

(OSS/BSS) FOR FIBER NETWORK SERVICES

Official copies of all solicitation documents may be obtained via electronic download from the City of Ocala’s e-procurement portal located at: https://www.bidocala.com

** Copies of documents obtained from any other source are not considered official copies. **

Pre-Proposal Conference: NONE.

Deadline for Questions: 10/26/2026 All questions or inquiries regarding this solicitation must be submitted via the e-procurement portal no later than the Deadline for Questions noted above. Any questions received after the deadline will not be considered.

Where to Submit Proposals: City of Ocala’s E-Procurement Portal:

https://www.bidocala.com

Submission Deadline: 10/30/2026 Sealed electronic submissions shall be accepted up to the Submission Deadline.

Submissions received after the deadline and/or transmitted to the City of Ocala outside of the e-procurement portal shall be rejected. The e-procurement portal’s timestamp shall be conclusive as to the timeliness of filing.

Vendor Registration: Proposers must be a registered Vendor within the ProRFx e-procurement portal in order to submit a response to this Solicitation. There is no charge to register, simply follow the registration path for “New Vendor Registration” at https://www.bidocala.com.

Buyer Contact/ Direct All Inquiries To:

EILEEN MARQUEZ, SENIOR BUYER

E-Mail: emarquez@ocalafl.gov Phone: (352) 629-8362

Notice to Proposers: The point of contact for all questions and issues relating to this Solicitation shall be the Buyer Contact identified above.

To ensure that your submission is deemed responsive, you are urged to request clarification or guidance regarding any issues involving this solicitation prior to submitting your response.

THE CITY OF OCALA RESERVES THE RIGHT TO REJECT ANY AND ALL SUBMISSIONS

http://www.bidocala.com/ https://www.bidocala.com/ https://www.bidocala.com/ https://www.bidocala.com/ mailto:emarquez@ocalafl.gov

SECTION 1

INTRODUCTION AND GENERAL INFORMATION

1.1. EXHIBITS. The following Exhibits and Attachments are incorporated into and made a part of this Solicitation as if fully set forth herein.

(a) EXHIBIT A - Vendor Technology Questionnaire Sample

(b) ATTACHMENT 1 - Reference Form

(c) ATTACHMENT 2 - Optional Specifications & Functionality Features Form

1.2. LOCAL VENDORS. The City of Ocala encourages active participation by local Vendors. In accordance with Section 22-2 of the City’s Code of Ordinances, this Solicitation DOES NOT QUALIFY for Local Vendor Preference.

1.3. QUESTIONS AND CLARIFICATIONS.

(a) Proposers are responsible for verifying all listing information prior to submitting a response to the

Solicitation.

(b) Proposers must communicate any questions regarding this Solicitation by the deadline set forth above.

(c) Any and all questions must be submitted to the Procurement Department electronically via www.bidocala.com. Responses will be made electronically and posted online. It is the responsibility of the proposers to check for updates.

(d) If necessary, any addenda shall be posted to the www.bidocala.com website.

(e) It is our standard policy that no addendum will be issued less than three (3) calendar days prior to the deadline established for receipt of proposals, except for an addendum withdrawing the solicitation or one which includes postponement of the date for receipt of proposals.

(f) No verbal or written information obtained by means other than those set forth in this Solicitation, or by addendum thereto, shall be binding upon the City.

1.4. AMENDMENTS TO SOLICITATION.

(a) Should it become necessary for the City to revise or amend any part of a solicitation, Procurement and Contracting Department staff shall furnish the revision or amendment via written addendum, comment, and/or question and answer posted in the City’s e-procurement system under the appropriate solicitation.

(b) Addenda, comments, questions, and answers should be reviewed by interested parties. Lack of review will not excuse Proposers from adherence to any requirements set forth therein.

(c) If there is a discrepancy with the scope of work that City determines, in its sole discretion, to be unfair to the Proposers, City may postpone the bid opening at any time in order to make corrections. City further reserves the right to extend the bid opening at any time during the bid process.

1.5. ADA NEEDS/ACCOMMODATIONS. If reasonable accommodations are needed in order for an interested Proposer to participate in this solicitation, please contact the Buyer Contact identified above at least forty-eight (48) hours in advance so that arrangements can be made.

1.6. MINORITY/DISADVANTAGED BUSINESS ENTERPRISE PARTICIPATION. The City of Ocala encourages the active participation of minority businesses, women’s businesses, and labor surplus area firms whenever possible as either prime Vendors or subcontractors. If subcontracts are to be let through a prime subcontractor, the prime Vendor is required to take the following affirmative steps:

(a) placing qualified small and minority businesses and women’s business enterprises on solicitation lists;

(b) assuring that small and minority businesses and women’s business enterprises are solicited whenever they are potential sources;

(c) when economically feasible, dividing total requirements into smaller tasks or quantities to permit maximum participation by small and minority businesses and women’s business enterprises;

(d) establishing delivery schedules, where the requirement permits, which encourage participation by small and minority businesses and women’s business enterprises; and

(e) using the services and assistance, as appropriate, of such organizations as the Small Business Administration and the Minority Business Development Agency of the Department of Commerce.

1.7. CERTIFICATION OF ACCEPTANCE. By responding to this solicitation, Proposer certifies that he/she has carefully read the solicitation documents, including any addenda, exhibits, attachments, and/or appendices in their entirety and agrees that to the best of his/her knowledge no pages or parts of the documents appear to have been omitted and that he/she fully understands, accepts, and agrees to fully comply with the requirements and conditions set forth therein.

1.8. COST INCURRED IN RESPONDING. All costs directly or indirectly related to proposal preparation, representation or clarification shall be the sole responsibility of and be borne by the Proposer.

1.9. INDULGENCE. Indulgence by the City on any non-compliance by the Proposer does not constitute a waiver of any rights under this request.

1.10. FEDERAL DEBARMENT. By submitting a proposal, the Proposer certifies that no principal (which includes officers, directors, or executives) is presently suspended, proposed for debarment, declared ineligible or voluntarily excluded from participation in this transaction by any Federal department or agency.

1.11. PUBLIC ENTITY CRIMES. A person or affiliate who has been placed on the convicted Vendor list following a conviction for a public entity crime may not submit a bid, proposal, or reply on a contract to provide any goods or services to a public entity; may not submit a bid, proposal, or reply on a contract with a public entity for the construction or repair of a public building or public work; may not submit bids, proposals, or replies on leases of real property to a public entity; may not be awarded or perform work as a consultant, supplier, sub-consultant, or consultant under a contract with any public entity; and may not transact business with any public entity in excess of the threshold amount provided in s. 287.017 for CATEGORY TWO($35,000) for a period of 36 months following the date of being placed on the convicted Vendor list.

1.12. E-VERIFY. The Proposer shall utilize the U.S. Department of Homeland Security's E-Verify system to verify the employment eligibility of all new employees hired by the Proposer during the term of the contract and shall expressly require any sub-consultants performing work or providing services pursuant to the state contract to likewise utilize the U.S. Department of Homeland Security's E-Verify system to verify the employment eligibility of all new employees hired by the sub-consultant during the contract term.

1.13. MATERIALS. All materials submitted in response to this solicitation shall become the property of the City.

1.14. INTELLECTUAL PROPERTY RIGHTS. The Proposer will indemnify and hold harmless, the City from liability of any nature or kind, including costs and expenses for or on account of any copyrighted, service marked, trademarked, patented or un-patented invention, process, article or work manufactured or used in the performance of the contract, including its use by the City. If the Proposer uses any design, device, materials or works covered by letters, service mark, trademark, patent, copyright, or any other intellectual property right, it is mutually agreed and understood without exception that the proposal prices will include all royalties of costs arising from the use of such design, device, or materials in any way involved in the work. This article will survive the termination of any contract with the City.

1.15. CONFLICTS OF INTEREST

(a) The award hereunder is subject to the provisions of Chapter 112, Florida Statutes, as amended, governing conflict of interest.

(b) All Proposers are required to disclose the name(s) of any employee(s), officer(s), director(s), shareholder(s), or other agent(s) of their firm that are also employee(s) or public official(s) of the City of Ocala concurrently with the submission of their Proposal.

(c) All Proposers are required to disclose the name(s) of any City of Ocala employee(s) or public official(s) who either directly or indirectly owns or holds a five percent (5%) or more interest in Proposer’s firm, corporation, or other business entity.

(d) City of Ocala employees appointed persons, and elected officials (herein referred to as "employees") may engage in outside activities and hold financial interests subject to state and federal laws and regulations and the City of Ocala Employee Handbook, as applicable.

(e) Every employee who is an officer, director, agent, employee, or owner of a substantial interest in any business entity which does or anticipates doing business with the City must complete and submit an “Officer and Employee Disclosure Statement” with every submission. This statement is available at http://www.bidocala.com/wp-content/uploads/Officer-and-Employee-Disclosure- Statement-and-Intro.pdf. Failure to disclose known conflicts of interest shall result in Proposal rejection and/or contract termination, if awarded.

1.16. ANTI-LOBBYING/COMMUNICATION WITH CITY STAFF AND OFFICIALS.

(a) Lobbying is defined as any action taken by an individual, firm, association, joint venture, partnership, syndicate, corporation, or any other group who seeks to influence the decision of City Council member or City personnel after the advertisement of a solicitation and prior to the vote of City Council on the award of a contract.

(b) To ensure fair consideration for all Proposers, the City strictly prohibits Proposer communication relative to this solicitation with any employee, department, City official, or City Council member, regardless of whether written, verbal, or through a third party, except for those inquiries made directly to the Procurement and Contracting Department through the assigned Buyer Contact, the City’s Procurement Manager, or the City’s Procurement and Contracting Officer (“Assigned Procurement Personnel”).

(c) Proposers (including their agents or other third parties on their behalf) are prohibited from initiating any communication with any employee, department, City official or City Council member that will evaluate or consider the Proposal prior to and up to the time that award is made at a scheduled City Council meeting.

(d) Proposers (including their agents or other third parties on their behalf) are prohibited from discussing this Solicitation, or their submittals thereto, with competing firms under this Solicitation.

All oral and written inquiries must be directed through Assigned Procurement Personnel.

(e) Proposers (or any third-party on their behalf) who lobby or initiate otherwise prohibited communications shall be disqualified from consideration for award; AND may be subject to a three (3) year debarment from doing business with the City of Ocala.

1.17. PUBLIC RECORDS. All written competitive submissions received by the city pursuant to this RFP including all replies, oral presentations, other submissions, correspondence, meetings, and records made thereof, and any other records concerning this solicitation shall be handled in accordance with Chapter 119, Florida Statutes, and Article 1, Section 24, of the Florida Constitution.

(a) Sealed proposal responses or replies received by the City in response to its solicitations are exempt from public disclosure until such time as the City provides notice of an intended decision or until thirty (30) days after the opening of the proposals, whichever is earlier. If the City rejects all proposals or replies pursuant to this solicitation and provides notice of its intent to reissue the solicitation, then the rejected proposals or replies remain exempt from public disclosure until such time that the City provides notice of an intended decision concerning the reissued solicitation or until the City withdraws the reissued solicitation. A proposal or reply shall not be exempt from public disclosure longer than twelve (12) months after the City's initial notice rejecting all proposals or replies.

(b) Upon award recommendation or ten (10) days after opening, bids become “public records” and shall be subject to public disclosure consistent with Chapter 119 (Public Records) and Section http://www.bidocala.com/wp-content/uploads/Officer-and-Employee-Disclosure-Statement-and-Intro.pdf http://www.bidocala.com/wp-content/uploads/Officer-and-Employee-Disclosure-Statement-and-Intro.pdf http://www.bidocala.com/wp-content/uploads/Officer-and-Employee-Disclosure-Statement-and-Intro.pdf

815.045 (Trade Secret Information), Florida Statutes. Should bidders/proposers consider any information related to their proposal or the services to be provided to City to be proprietary, a trade secret, or otherwise constitute confidential material under Florida or federal law, bidder/proposer shall designate such portion of the material as such by clearly marking it as CONFIDENTIAL, PROPRIETARY, or TRADE SECRET and submit both a non-redacted and redacted copy of their submission. The redacted copy shall only exclude or obliterate the exact portions claimed to be confidential, proprietary, or trade secret. Additionally, bidder/proposer shall state the basis for the exemption that it contends is applicable to the record, to include the statutory citation to an exemption created or afforded by statute.

(c) THE CITY WILL MAKE NO EFFORT TO VERIFY WHETHER OR NOT THE REDACTED

MATERIAL IS EXEMPT FROM CHAPTER 119, FLORIDA STATUTES. THAT DETERMINATION

IS TOTALLY THE RESPONSIBILITY OF THE BIDDER/PROPOSER AND THE

BIDDER/PROPOSER SHALL BE SOLELY RESPONSIBLE FOR DEFENDING ITS

DETERMINATION THAT THE REDACTED PORTIONS OF ITS RESPONSE ARE

CONFIDENTIAL, TRADE SECRET, OR NOT OTHERWISE SUBJECT TO DISCLOSURE.

PROPOSER SHALL PROTECT, DEFEND, AND INDEMNIFY THE CITY FOR ANY AND ALL

CLAIMS ARISING FROM OR RELATING TO PROPOSER’S DETERMINATION THAT THE

REDACTED PORTIONS ARE NOT SUBJECT TO DISCLOSURE. IF THE PROPOSER FAILS

TO SUBMIT A REDACTED COPY OF ITS SUBMISSION, ANY CLAIM OF CONFIDENTIALITY

IS WAIVED, AND THE CITY SHALL BE AUTHORIZED AND REQUIRED TO PRODUCE THE

ENTIRE DOCUMENT OR RECORD IN ITS ANSWER TO A PUBLIC RECORDS REQUEST FOR

SAID RECORDS.

1.18. CERTIFICATION OF INDEPENDENT PRICE DETERMINATION/NON-COLLUSION. By responding to this Solicitation, Vendor certifies that the following statements are true:

(a) Proposer’s submission is made without prior understanding agreement, or connection with any person, firm, or corporation submitting a bid for the same work, labor, or service to be done or supplies, materials, or equipment to be furnished and is in all respects fair and without collusion or fraud. Proposer understands that collusive bidding is a violation of state and federal law and may result in fines, prison sentences and civil penalties.

(b) Proposer’s submission has been arrived at independently and without consultation, communication, or agreement, or for the purpose of restricting competition, as to any matter relating to such prices with any other Proposer or competitor.

(c) Unless otherwise required by law, the prices which have been (or will be) quoted by Proposer in this submission have not been knowingly disclosed by Proposer and will not be knowingly disclosed by Proposer, either directly or indirectly, to any other bidder or competitor prior to the Solicitation opening date.

1.19 INSURANCE REQUIREMENTS

(a) COMMERCIAL AUTO LIABILITY. Awarded Vendor shall procure and maintain for the life of this agreement commercial auto liability insurance with a minimum combined single limit of One Million Dollars ($1,000,000) per occurrence for bodily injury and property damage arising out of Vendor’s operations and covering all owned, hired, scheduled, and non-owned automobiles utilized in said operations.

(b) COMMERCIAL GENERAL LIABILITY. Awarded Vendor shall procure and maintain for the life of this agreement commercial liability insurance with minimum coverage limits not less than:

(1) One Million Dollars ($1,000,000) per occurrence and Two Million Dollars ($2,000,000) aggregate (or project aggregate, if a construction project) for bodily injury, property damage, and personal and advertising injury; and

(2) One Million Dollars ($1,000,000) per occurrence and Two Million Dollars ($2,000,000) aggregate (or project aggregate, if a construction project) for products and completed operations.

(3) Policy must include coverage for contractual liability and independent Vendors.

(c) WORKERS’ COMPENSATION AND EMPLOYER’S LIABILITY. Awarded Vendor shall procure and maintain for the life of this agreement adequate workers’ compensation and employer’s liability insurance covering all of its employees in at least such amounts as required by Chapter 440, Florida Statutes, and all other state and federal workers’ compensation laws. Vendor shall ensure any and all subcontractors have the required coverage for all of their employees as required by applicable law. Vendor shall waive, and shall ensure that its insurance carrier waives, all subrogation rights against the City of Ocala and its officers, employees, and volunteers for all losses or damages.

(d) SPECIAL INSURANCE REQUIREMENTS:

(1) PROFESSIONAL LIABILITY AND/OR ERRORS AND OMISSIONS INSURANCE

COVERAGE.

Vendor shall procure, maintain, and keep in full force, effect, and good standing - until the third anniversary of the expiration of this Agreement or the third anniversary of acceptance of work by City - professional liability or errors and omissions insurance coverage for wrongful acts in an amount not less than One Million Dollars ($1,000,000) per claim and One Million Dollars ($1,000,000) aggregate, exclusive of defense costs. It is recognized that this type of insurance is only available on a claims-made basis and additional insured endorsements are not available.

(2) CYBER LIABILITY INSURANCE.

Vendor shall procure and maintain coverage in an amount not less than One Million Dollars ($1,000,000) per claim for the negligent retention of data as well as notification and related costs for actual or alleged breaches of data.

o In the event that Vendor becomes aware of an Information Security incident, Vendor shall:

Promptly notify the City, in writing, of the occurrence of such Information Security Incident, no more than 24 hours after becoming aware of said Information Security Incident;

Investigate such Information Security Incident and conduct an analysis of the cause(s) of such

Information Security Incident;

Provide periodic updates of any ongoing investigation to the City;

Develop and implement an appropriate plan to remediate the cause of such information Security

Incident, to the extent that such cause is within Vendor or any of its affiliates or subcontractor’s control;

Vendor must delete and purge all Public Entity data after project completion, contract termination, etc.

o Vendor shall provide:

Notification to potentially affected persons;

Credit monitoring services;

Identification protection services;

Establish and operate a call center;

Notification to any and all regulatory authorities; and Other functions, services, or penalties as may be required by law.

(3) DATA BREACH / PRIVACY LIABILITY INSURANCE.

The Contractor shall maintain Data Breach / Privacy Liability Insurance with limits of not less than $1,000,000 per claim and $1,000,000 aggregate, covering liability arising from an actual or alleged breach of data security, unauthorized access to or disclosure of confidential or personal information, privacy violations, loss or theft of data, and failure to comply with applicable privacy and data protection laws.

Coverage shall include, as applicable, notification expenses, credit monitoring, forensic investigation, public relations/crisis management, regulatory defense and fines or penalties to the extent insurable by law, and costs associated with the restoration or recovery of compromised data.

The coverage shall remain in effect for the duration of the Contract and, where applicable, for any required extended reporting period following completion of the Contractor's services.

(e) CITY AS ADDITIONAL INSURED AND ENDORSEMENTS. The City of Ocala shall be named as an Additional Insured and Certificate Holder on all liability policies identified in this section with the exception of Workers’ Compensation and Professional Liability policies. Awarded Vendor’s Worker’s Compensation policy shall be endorsed with WC 00 03 13 Waiver of our Right to Recover from Others or its equivalent. Vendor’s Commercial General Liability policy shall be endorsed with a CG 20 26 04 13 Additional Insured – Designated Person or Organization Endorsement or similar endorsement providing equal or broader Additional Insured Coverage with respect to liabilities arising out of activities performed by or on behalf of Vendor.

(f) FAILURE TO MAINTAIN REQUIRED COVERAGE. In the event that the Awarded Vendor fails to obtain or maintain in full force and effect any required insurance coverage, the City may procure same from insurance carriers as the City may deem proper, irrespective that a lesser premium for such insurance coverage may be available, and Vendor shall pay, upon demand by City, any and all premiums, costs, charges and expenses incurred or expended by City in obtaining such insurance. Notwithstanding the foregoing, in the event City is forced to procure the required insurance coverage due to awarded Vendor’s failure to comply with these Insurance Requirements, City shall in no manner be liable to Awarded Vendor for any insufficiency or failure of coverage with regard to same or any loss to Vendor occasioned thereby. Additionally, the procurement of such insurance coverage shall not relieve Awarded Vendor of its obligation to maintain said coverage in the types and amounts specified herein and Awarded Vendor shall nevertheless hold City harmless from any loss or damage incurred or suffered by City from awarded Vendor’s failure to maintain said coverage.

(g) OTHER MISCELLANEOUS INSURANCE PROVISIONS.

(1) These insurance requirements shall not relieve or limit the liability of awarded Vendor. City does not in any way represent that these types or amounts of insurance are sufficient or adequate to protect awarded Vendor’s interests or liabilities but are merely minimums. No insurance is provided by the City under any contract to cover awarded Vendor.

(2) No work shall be commenced under any contract until the required Certificate(s) of Insurance have been provided. Work shall not continue after expiration (or cancellation) of the Certificates of Insurance and shall not resume until new Certificate(s) of Insurance have been provided. Insurance written on a “Claims Made” form is not acceptable without consultation with City of Ocala Risk Management.

(3) Awarded Vendor shall arrange for its liability insurance to include or be endorsed to include a severability of interests/cross-liability provision so that the “City of Ocala” (where named as an additional insured) will be treated as if a separate policy were in existence, but without increasing the policy limits.

END OF SECTION

SECTION 2

MINIMUM REQUIREMENTS, PROJECT OVERVIEW AND OBJECTIVES,

AND PROJECT REQUIREMENTS AND SPECIFICATIONS

2.2 BACKGROUND INFORMATION

a) The City of Ocala (the City) is seeking proposals from Vendors who provide an Operations Support

System/Business Support System (OSS/BSS) Platform to support the operation of a fiber to the premise (FTTP) infrastructure and related networking components, serving both residential and commercial subscribers. OFN currently provides data and internet services; including shared and dedicated bandwidth internet access, MAN connections, dark fiber, co-locations space, and E-Rate services to approximately 4,500 subscribers. Ocala Fiber Network (OFN) operates as an enterprise fund within the City’s organizational structure. OFN has owned and managed its fiber infrastructure since the mid-1990s. Over the years, the OFN has deployed FTTP electronics from Adtran, Alcatel-Lucent, and Juniper.

b) OFN expects the selected company to provide implementation assistance and support of the platform.

It is expected that the platform will be fully implemented and ready for testing/training with 180 days of contract execution or mutually agreed upon date during negotiations.

2.3 CONTRACT TERM

a) The resulting contract will be for an initial term of five (5) years. This Contract Term may be extended beyond the initial five-year term by mutual written agreement between the City and Vendor.

2.4 MINIMUM QUALIFICATIONS/EXPERIENCE REQUIREMENTS. As part of the selection process, firms must first demonstrate they are qualified to participate in the solicitation process by clearly showing they meet the minimum qualification requirements set forth herein. Proposals submitted by firms that do not meet the qualification requirements will not be accepted:

a) Proposers must have no less than five (5) years’ documented experience providing the above mentioned services to governmental agencies, electric companies, and/or utility services providers.

b) Proposers must provide no less than three (3) verifiable references from governmental agencies, and/or utility services providers that are capable of attesting to Proposer’s OSS/BSS solicitation implementation, service delivery, and contractual performance.

c) The OSS/BSS platform offered must be compatible with the City’s existing equipment in section 2.

d) The OSS/BSS platform offered must be capable of running concurrently with the City’s existing system for a period of not less than six (6) months.

e) Upon closing of the LOI, proposers will receive an email containing instructions for completing the

Technology Questionnaire. Proposers must successfully complete and pass the City of Ocala’s technology questionnaire with an 80% or higher. See Exhibit A - Technology Questionnaire.

2.5 PROJECT REQUIREMENTS AND SPECIFICATIONS

a) Software Platform Requirements

(1) Service Set: OFN directly retails Internet and data services to residential and commercial end users.

(2) If Platform is Client-Based Server: Latest Windows version (10 or above).

(3) If Platform is Client-Based Server: Latest Windows version (10 or above).

(4) If Platform is Cloud-Based: IE 10.0, Chrome32.0, Firefox27.0, or Safari5.0.

(5) GUI Interface: Ability to add fields that flow through to reports.

(6) Screen layout: Ability for client system administrator to customize screen layout, add/customizes input fields, reports, and bill rendering format.

(7) Security: Differentiated access levels by type or groups of client user.

(8) If Cloud-based Backup and Recovery: Failover recovery within 5 minutes.

(9) If Client-based server Backup and Recovery: Mirrored server at client site.

(10) Report Formats: Ability to generate reports (both standard and custom) in both .csv and

Excel formats.

(11) Annual Maintenance, Documentation, and Client Support: Incident pricing for Tier 3 support with specific SLA performance parameters (can be at differentiated SLA levels/pricing terms).

b) Smartphone and Tablet Support:

(1) Ability of the Platform(s) to operate in the native environment of smart phones and tablets.

Identify which smart phone(s) and/or tablets currently have native apps available (iOS, Android, Windows)

c) Billing and Accounting Transaction Requirements:

(1) House File Import: Ability to import premise addresses from an external database.

(2) Service Areas, Premise Type, and Premise Status: Ability to geographically segment the service area and indicate serviceability for each premises. Ability to update all premises in a service area by only having to change the service area status. Ability to designate the premises type for each premise (e.g. SFU, MDU, and Commercial Suite).

(3) Address Search: Must have wildcard lookup and search capability.

(4) Service Packages, Product Codes, and Discounting: Ability to establish service codes at the individual service level as well as aggregate service codes into package codes. Ability to support multi-product bundle discounts.

(5) Billing Reporting: Ability to generate standard as well as client-defined reports including summary billing statements (by billing cycle), past due reports, and subscriber count and billable charges by service code.

(6) Billing Cycles: Ability to support multiple billing cycles (minimum of 8) and have client defined cycle intervals.

(7) Bill Rendering: Ability to provide complete billing functionality including bill rendering, payment and collections processing.

(8) Bulk Billing Codes and Custom Pricing: Ability to establish unique bulk billing rates (per unit) for multi-unit properties and summary billing at the property level.

(9) Campaign Codes and Automatic Expiration: Ability to establish unique promotional service rates/terms as well as establish automated expiration that can roll over to non-promotional rates.

(10) Prorating: Ability to prorate billing based on service changes or initial installation during a billing cycle interval.

(11) Transaction File Export: Ability to export, in Excel or CSV format, all transactional billing data.

(12) General Ledger Account Numbers: Ability to assign transactions to client-defined 19-digit general ledger account numbers based upon transaction type.

(13) Taxes: Ability to export a summary report of all taxable transactions and tax amounts by tax type.

(14) User Payments: Compliance with PCI and ability to process credit card payments.

(15) Payment Processors: Ability to interface with various payment processors including Munis, Invoice Cloud, Payment Solutions API Gateway, Mosaic, Pay As You Go, and Automated Clearing House (ACH).

(16) Customer Facing Portal: The platform provides an integrated, customer-facing self-service portal that supports automated service initiation and cessation, real-time upgrade provisioning, and end-to-end trouble reporting workflows through a unified OSS/BSS architecture.

d) Service Order Management:

(1) Account Numbers: Ability to record utility subscriber ID, circuit ID, or other customer-level alpha-numeric identification into the broadband subscriber record.

(2) Account Location(s): Ability for a customer to have multiple service locations and receive a summary account-level bill.

(3) Deposits and Pre-Payments: Ability to accept a payment and hold as a retained deposit.

(4) Online Bill Payment: Ability to support web-based bill payment by the customer.

(5) Work Order Types: Ability to designate work orders by Connect, Disconnect, Suspension, Change, and Trouble Ticket.

(6) Work Order Reporting: Ability to produce work order status reports by type, status, and timeframe.

(7) Work Order Routing: Ability to automatically route the work order to the next user group based on work order type as defined by client.

(8) Notes Field: Notes field appears/prints on the install and service work orders.

(9) Attachments: Ability to attach files (documents, pictures, etc.) to a service order/account.

(10) Sales ID: Ability to have a field to record a salesperson or technician ID.

(11) Reason Code: Ability to input reason codes via drop down menu to record the customer motive behind a particular work order. Additionally, the ability to support work order-specific reason code menus (e.g. connect WO versus a disconnect WO).

e) Work Force & Asset Management:

(1) Scheduling and Quota Management: Ability to display real-time quota availability and appointment windows based upon client inputs for work schedules by technician, technician skill ratings, and work order type.

(2) Activity Codes & Time Required: Ability to assign activity points by work order type to enable accurate prediction of the appointment duration.

(3) Technician Skill Ratings: Ability to assign differentiated technician skill levels and utilize these skill ratings in determining technician scheduling assignments based upon the work order type.

(4) Asset Management: Ability to provide inventory tracking and reporting subscriber CPE (including ONT’s) by location (e.g. warehouse, technician, and premises) and ability to change the assigned location.

(5) Reporting: Ability to generate standard as well as client-defined reports, including quota utilization (by work order type), productivity reports by technician, on-time appointment percentage by technician, and inventory stock reports.

(6) Technician Tracking: Ability to track technician location through GPS and provide supervisory review as well as customer estimated time of arrivals.

f) Interoperability & Integration:

(1) General Interoperability and Systems Integration with Adtran (Optional: Alcatel-Lucent)

Proposer shall describe and demonstrate their Platform’s ability to interoperate with Adtran FTTP infrastructure, including but not limited to:

• FTTP Optical Network Terminals (ONTs)

• Adtran FTTP Element Management System (EMS)

• Adtran PON OLTs (e.g., TA5000, SDX series) | Integration should include provisioning workflows, device management, alarm/event handling, configuration synchronization, and support for Adtran APIs, data models, and protocols

• Optional – Alcatel-Lucent Interoperability (where applicable): Proposer may additionally describe interoperability with Alcatel-Lucent enterprise switching and management platforms e.g., OmniSwitch 6000 series, OmniVista 2500 (OV2500), and AOS 6.x/8.x including Layer-2 service policy alignment, alarm/event ingestion, and configuration compliance in mixed FTTP/L2 access environments

(2) FTTP EMS (Element Management System)/MCP (Mosaic Cloud Platform): Proposer shall describe the Platform’s capability to interface with the Adtran FTTP EMS/MCP for the assignment of an EMS Customer ID (preferably the broadband subscriber ID) at the time a work order is created. The description shall include how the system retrieves, creates, or synchronizes this identifier and ensures consistent referencing across provisioning, assurance, and billing workflows. Optional (where applicable): Proposer may describe how Customer/Subscriber identifiers are correlated to Alcatel L2/LAN assets managed by OV2500 or equivalent systems to maintain cross-domain traceability.

(3) Work Order QoS Parameter Export to the FTTP EMS: Proposer shall describe the

Platform’s ability to automatically export service-tier QoS parameters (e.g., bandwidth profiles, priority settings, CIR/EIR, queue policies) captured in the work-order module to the Adtran FTTP EMS for ONT/OLT provisioning.

The description shall include:

• How QoS parameters are captured and validated within the Platform

• How parameter mapping is performed to EMS service profiles/policies

• When automated export occurs within the work-order lifecycle and how errors are reported and remediated

Optional (where applicable): Proposer may describe mapping of QoS/service policies to Alcatel OmniSwitch/AOS constructs to maintain service consistency across L2 segments.

(4) Integration with Third-Party NMS and Ticketing Ecosystems: Proposer shall describe the Platform’s capability to ingest API/webhook messages, message-bus events, and/or SNMP traps from an external Network Management System (NMS). The Platform must support flexible downstream actions, including generating tickets within its native environment or orchestrating automated ticket creation within an external, pre-existing IT Service Management (ITSM) or ticketing system.

Proposer should explain:

• Event Parsing & Contextual Mapping: How incoming alerts are parsed and correlated to specific network elements, EMS Customer IDs, subscribers, and impacted services.

• Ticket Orchestration & Noise Reduction: The mechanism for automatically generating, updating, or closing trouble tickets/work orders; whether natively or via external API integration (i.e. deduplication, flapping suppression, and event correlation logic).

• Configurable Rules & Data Enrichment: The capabilities for defining rules, severity thresholds, and dynamic data enrichment (e.g., injecting inventory, topology, and service-tier context) before a ticket is dispatched to the target ticketing system.

(5) System Interface (Interoperability Considerations):

Proposer shall describe the user interface design and layout for modules/pages used in interoperability workflows (provisioning, device management, ticketing). The description shall define which elements of data entry are keyed vs. pull-down menus, and whether the system validates keyed fields (format checks, required fields, referential integrity against EMS/NMS inventories). Proposer shall describe administrator capabilities to customize screen layouts, add pages/fields, and report on newly added data elements. The Platform must utilize a web-based interface that runs in major browsers including Chrome, Firefox, Safari, and (if required by the city) Internet Explorer.

(6) Database Structure and Integrity: Proposer shall specify the database technology used by the Platform (e.g., relational SQL) and describe:

• Schema/design relevant to interoperability objects (customers, devices, services, work orders, alarms)

• Data integrity mechanisms (constraints, normalization, transaction handling)

• Auditability and lineage for ID associations (e.g., EMS Customer ID mappings), provisioning actions, and event/ticket correlations

• Backup, retention, and recovery practices supporting FTTP operations

(7) Vendor FTTP Co-Deployment Experience For each vendor shown below, Proposer shall specify the extent of FTTP deployment experience (planning, build, turn-up, operations) and the roles/responsibilities performed:

• Adtran (TA5000 OLT, SDX OLT, Intellifi, Residential Gateways, Advanced operational Environment (AOE))

• Alcatel-Lucent (OmniSwitch 6800/6900, OmniVista 2500) Nokia (Corteca, Residential Gateways)

• Infoblox (IP reservation / DDI)

• Microsoft Dynamics 365 / Cogsdale

• Milsoft IVR (Interactive Voice Response)

• Spiceworks or other ITSM/Ticketing Systems

• Wrike Project Management

• Notifications (ie SMS, Email, etc.)

• ArcGIS Enterprise and/or CrescentLink integration

• Native or Integrations with inventory management systems

(8) Vendor FTTP Interoperability (Functional Aspects)

For each vendor/system listed below, Proposer shall state current interoperability in a FTTP environment and describe functional aspects (e.g., billing, device management, work-order provisioning, service-tier/QoS management, alarm ingestion, ticketing, inventory sync, reporting/BI):

• Adtran• Mosaic Cloud Platform – PON network management & monitoring

• Intellifi – Residential gateway management

• Advanced Operational Environment (AOE)

• PON OLTs – TA5000, SDX• Adtran Residential Gateways

• Alcatel-Lucent - (optional, where applicable)

OmniVista 2500 (OV2500) – Layer-2 network management OmniSwitch 6000 series - Layer-2/Layer 3 switching AOS 6.x & 8.x – Alcatel Operating System

• Nokia Corteca – Residential gateway management

• Microsoft Dynamics 365 (Cogsdale) Billing, service orders, and customer/account synchronization; describe flow of subscriber IDs/EMS IDs

• Infoblox DDI (DNS, DHCP, IPAM) *optional

IP reservation/address management integration with service activation and device provisioning workflows

Spiceworks Ticketing System or other ITSM/Ticketing Systems (optional) Auto-ticket creation - alarm/event ingestion, bi-directional status updates, and knowledge base linkage Milsoft IVR (Interactive Voice Response) - Inbound call capture, outage/ticket creation, status playback, and integration to work-order dispatch Wrike Project Management: Project & Task Lifecycle Management: Automated creation of projects, tasks, or milestones in Wrike triggered by network provisioning events, service orders, or complex engineering rollouts; bi-directional updates for project status, task completion, and resource assignment.

Notifications (SMS, Email, Push, etc.): Omnichannel Alerting & Customer Communications: Trigger-based dispatch of automated SMS, Email, and Push notifications to field technicians (for dispatch/escalation) and subscribers (for maintenance windows, service degradation, or outage resolution updates), with support for template management and delivery tracking.

ArcGIS Enterprise and/or CrescentLink Integration: Geospatial & Fiber Plant Mapping: Deep integration with GIS environments to synchronize network element topology, fiber trace routes, and asset locations; capability to overlay active NMS alarms onto geographic maps, allowing engineers to visualize spatial relationships between outages, fiber spans, and subscriber boundaries.

Inventory & Asset Management Systems: Native Capabilities or Third-Party Integrations: Verification of physical/logical network asset tracking, warehouse inventory, and CPE serialization; describe how the system reconciles "as-designed" inventory with "as-discovered" network elements during active service provisioning and device deployment workflows.

(9) Technical Configuration Alignment (Interoperability Context)

Proposer shall describe recommended technical configuration application software, third-party components (e.g., report writers), supporting hardware, OS, database, and deployment model (client-site hardware vs. cloud) that enable the interoperability requirements above to operate reliably at scale. Include current version numbers and any non-network hardware/software required (beyond the City’s network) to make the solution effective (not bare minimum), with clear dependencies for each vendor integration.

g) Trouble Ticketing/Incident Management:

(1) Ticketing support for Customer Service and Network Operations to track customer reported issues and network related outages.

(2) Allow for manual and automatically generated tickets (via API or similar means).

(3) Multiple queues and queue category support.

(4) Ticket linking and correlation support within the same queue or across multiple queues.

(5) Definable problem and reason codes with category support.

(6) Definable device types and categories.

(7) Definable customer types and categories.

(8) Integration support with 3rd party NMS tools and pollers.

(9) Multiple users and groups with email distribution support.

(10) Notification ability (create, update, close) via email based on groups, problem codes, and severities.

(11) Support for auto updating and time to repair (TTR).

(12) Reporting or API support for report generation based on queue, category, group, device type/group.

h) Documentation:

Vendor must develop and provide the City with documentation to support the system software and the City’s business processes. At a minimum, the Vendor contracting firm shall provide the City with the following:

(1) User documentation

(2) Configuration documentation

(3) Interface documentation

(4) System administration manuals

(5) Application software tutorials

(6) System documentation

All user documentation, including application and interface documentation, help documentation, and software tutorials, must be available online and accessible from within the relevant application.

i) Testing Requirements:

The implementation shall include adequate provisions for functional, performance, and inter-operability testing. Vendor must participate in the development and execution of all test plans. Vendor and City will jointly assure that the system delivers the expected results.

j) Warranty Requirements:

The entire system must include a first-year warranty for Vendor supplied hardware and software for a minimum of twelve (12) months after the acceptance date. The City also requires a warranty for implementation services (e.g., work products, developed modifications, configuration, etc.) for the same period of time.

Additionally, the Vendor must warrant its responses to the functional requirements included in this RFP and any other element of this RFP and will agree to attach its response to any contract executed with the City.

k) Support & Maintenance:

Vendor will provide a five (5) year maintenance and support agreement.

l) Training Requirements:

The Vendor will provide the following types of training programs:

(1) Application administrator training that includes the training necessary to configure, tailor, monitor, and administer the technical and functional aspects of the system.

(2) End user training that includes the training necessary for Customer Service.

(3) Representative to perform all functions and uses of the software, excluding system administration tasks.

(4) Post-implementation training for ongoing end-user training for the initial system, as well as for future version releases. The City envisions the use of a “train-the-trainer” approach accompanied by computer-based training.

(5) All training material must be provided in electronic format for unlimited duplication by the City and its member agencies. Training materials must reflect the specific functionality of the system being implemented in the City and all training sessions should include specific skills required to support the functionality of the system.

m) Optional Specifications & Functionality: The City is potentially seeking the following specific functionality as optional and discrete module(s) of the OSS/BSS platform. Using Attachment 2 – Optional Specifications & Functionality Features Form, The respondent should state for each requirement whether or not the functionality is supported and currently available. If the functionality is available, respondents can include details on the platform abilities in delivering the desired functionality where appropriate. If the functionality is not available, or is in the development pipeline, the respondent should specifically indicate as such. The respondent may propose alternative functionality where reasonable and appropriate.

2.6 RFP TIMELINE. The City will attempt to follow the following schedule in the selection of the successful Proposer. The timeframes set forth below are subject to change at any time in the City’s sole discretion.

Milestone Date*

Deadline for Solicitation Clarification and Questions 10/30/2026 Proposal Submission Deadline 10/26/2026 Administrative Review of Proposals TBD

*The City reserves the right to make changes or alterations to the Time Schedule at any time as the City, in its sole discretion, deems to be in the best interest of the public. Any extension, change, or update to this schedule prior to project award shall be updated within the listing at www.bidocala.com. Proposers are responsible for verifying all listing information prior to submitting a response to this solicitation.

SECTION 3

SUBMISSION INSTRUCTIONS, PROPOSAL ORGANIZATION REQUIREMENTS,

AND EVALUATION CRITERIA

Proposers shall follow the submittal requirements set forth herein. Responses that do not adhere to the following format or which fail to include the requested information/documents may be considered non-responsive and therefore ineligible for award. The City reserves the right to seek additional/supplemental information as needed.

3.1. PROPOSAL SUBMISSION INFORMATION AND DEADLINE. All Proposals must be electronically submitted via ProRfx before 2:00 p.m. (EST) on the listing end date/bid close date identified at www.bidocala.com. Proposals received after this time and date will not be considered. Proposals may not be submitted by any other means. The City will not accept Proposals sent by U.S. Mail, couriers, fax, or e-mail.

(a) Sealed electronic Proposals will be received and opened by the City’s Procurement and Contracting

Department electronically via the City’s e-procurement portal. All submitted responses shall be time and date stamped at the time the documents are uploaded and received.

(b) Any Proposals received after the advertised deadline for submissions will not be considered. It is the sole responsibility of each Proposer to ensure Proposal is submitted via the e-procurement portal on or before the advertised deadline.

(c) The ProRFx timestamp shall be conclusive proof of the timeliness of submission.

(d) By submitting a response, the Proposer certifies that neither Proposer nor any principal of Proposer is presently disbarred, suspended, proposed for debarment, declared ineligible, or otherwise excluded from doing business with any government agency (local, state, or federal).

(e) No Proposer shall be permitted to submit multiple solicitation responses.