S000000056 Final IFB.docx

STATE OF ARKANSAS

DEPARTMENT OF TRANSFORMATION AND SHARED SERVICES

OFFICE OF STATE PROCUREMENT

501 Woodlane St., Ste. 220 Little Rock, Arkansas 72201-1023

INVITATION FOR BID

SOLICITATION DOCUMENT

SOLICITATION INFORMATION

SUBMISSION DEADLINE AND DELIVERY OF RESPONSE DOCUMENTS

Bid responses for this Invitation for Bid must be submitted through ARBuy, the State’s eProcurement system. It can be accessed at https://arbuy.arkansas.gov. Bids received after the submission deadline may be rejected as untimely. See section 1.2 for information regarding Live Bid Openings.

TSS OFFICE OF STATE PROCUREMENT CONTACT INFORMATION

SECTION 1 – REQUIREMENTS

· Do not provide responses to items in this section unless specifically and expressly required.

1.1 INTRODUCTION

This Invitation for Bid (IFB) is issued by the TSS Office of State Procurement (TSS OSP) for Arkansas Rehabilitation Services Telephone Assistance Program (ARS-TAP) to obtain pricing and a contract for Telephone Equipment for the Sensory Impaired. Direct all questions, comments, or concerns you may have regarding this solicitation to the TSS Office of State Procurement, not the ARS-TAP.

1.2 LIVE BID OPENING

Use the information below to view the bid opening online.

1.3 CLARIFICATION OF SOLICITATION

A. Submit any questions requesting clarification of information contained in this Solicitation via the solicitation posting in ARBuy by midnight, Central Time on or before 10/29/2021.

1. For each question submitted, Prospective Contractor should reference the specific solicitation item number to which the question refers.

2. Prospective Contractors’ written questions will be consolidated and answered by the State as deemed appropriate. The State’s consolidated written response is anticipated to be posted to the solicitation posting in ARBuy by the close of business on 11/05/2021. If Prospective Contractor questions are unclear or non-substantive in nature, the State may request clarification of a question(s) or decline to answer.

B. The Prospective Contractor should notify the TSS OSP buyer of any term, condition, etc., that precludes the Prospective Contractor from submitting a compliant, Responsive Bid. Prospective Contractors should note that it is the responsibility of the Prospective Contractor to seek resolution of all such issues, including those relating to the terms and conditions of the contract, prior to the submission of a bid.

C. Prospective Contractors may contact the TSS OSP buyer with non-substantive questions at any time prior to the bid opening.

D. An oral statement by TSS OSP will not be part of any contract resulting from this solicitation and may not reasonably be relied on by any Prospective Contractor as an aid to interpretation unless it is reduced to writing and expressly adopted by TSS OSP.

1.4 DEFINITION OF TERMS

A. Unless otherwise defined herein, all terms defined in Arkansas Procurement Law have the same meaning herein.

B. “Prospective Contractor” means a responsible bidder who submits a Responsive Bid in response to this solicitation.

C. The terms “Invitation For Bid”, “IFB” and “Solicitation” are used synonymously in this document.

D. “Responsive Bid” means a bid submitted in response to this solicitation that conforms in all material respects to this IFB.

E. “Shall” and “Must” mean the imperative and are used to identify requirements.

F. “Requirement” means something required.

G. “Specification” means any technical or purchase description or other description of the physical or functional characteristics, or of the nature, of a commodity or service. “Specification” may include a description of any requirement for inspecting, testing, or preparing a commodity or service for delivery.

H. “State” means the State of Arkansas. When the term “State” is used herein to reference any obligation of the State under a contract that results from this solicitation, that obligation is limited to the Department using such a contract.

1.5 BACKGROUND & OBJECTIVES

ARS-TAP provides telecommunication equipment to eligible Arkansans who are deaf, hard of hearing, deafblind, or who have a speech, visual, mobility, or cognitive impairment that prevents them from using a standard telephone. TAP is a program within Arkansas Rehabilitation Services that removes the barriers to telecommunication access through the provision of accessible communication technology.

The successful Contractor shall provide an efficient and effective solution including but not limited to the following:

· New and innovative telephone equipment

· Repair and Refurbishment of equipment

· Technical support

· Shipping of new, refurbished, and customer or agency returned equipment

· Warehousing and related services for all repaired and refurbished equipment

1.6 EQUIPMENT REQUIREMENTS

A. The Contractor shall at minimum offer the products listed below. Quantities provided with each item are estimates of what may be purchased annually under the contract. Estimates are provided for informational purposes only based on past usage, and do not imply, guarantee, or commit that a minimum purchase of any item or items will be procured. Actual quantities purchased may be more or may be less than the provided estimate.

1. Amplified desktop phones which may include caller ID capability, speaker phone, talking keypads and talking caller ID, big buttons, emergency control transmitter and/or photo memory buttons. Estimated Quantity: 200

2. Amplified cordless phones which may include caller ID capability, speaker phone, talking keypads and talking caller ID. Estimated Quantity: 250

3. Amplified neck loops. Estimated Quantity: 25

4. Accessibility Switches, Buttons, Knobs and Mounts. Estimated Quantity: 50

5. Amplified Bluetooth Enabled Phones. Estimated Quantity: 50

6. Emergency Phones. Estimated Quantity: 25

7. Electrolarynx. Estimated Quantity: 100

8. Google Pixel Phones & Tablets with predownloaded apps per disability. For a list of required apps per disability type, please see Attachment A. Estimated Quantity: 50

9. HCO Phones. Estimated Quantity: 5

10. Headphones. Estimated Quantity: 5

11. Headsets. Estimated Quantity: 10

12. In-line amplifiers. Estimated Quantity: 10

13. Signaling devices which may include both visual, audible and combination devices. Estimated Quantity: 186

14. Smartphones with predownloaded apps per disability. For a list of required apps per disability type, please see Attachment A. Estimated Quantity: 100

15. Tablets with predownloaded apps per disability. For a list of required apps per disability type, please see Attachment A. Estimated Quantity: 100

B. TAP is constantly seeking to provide new and different equipment to their customers. The Contractor shall be able to offer new and innovative technologies to the program throughout the life of the Contract. Prospective Contractor should provide a proposed minimum percentage discount off list for future products in each of the product bands listed in Table #6 of the Official Bid Price Sheet. Future products offered must fall under the scope of this IFB. The State shall have final determination if a Prospective Contractor proposed product is in or out of scope.

C. The Contractor shall provide technical equipment evaluations on new equipment that is to be independent from the manufacturer’s evaluation. This evaluation will be used as a tool, not a determining factor, for TAP to determine what new equipment to add for distribution to customers.

1.7 WARRANTY REQUIREMENTS

A. All equipment must have a one (1) year warranty included in the purchase price of the equipment with optional 2nd year extended warranties available to purchase separately.

B. Wireless devices and electrolarynxes must include a three (3) year warranty included in the purchase price of the equipment.

C. The warranty must include all labor, materials, shipping (round trip), and other expenses required to provide warranty service at no expense to the purchaser of the covered item.

D. The warranty must begin the day the equipment is received by the customer.

E. All wireless equipment must be enrolled in MDM (Mobile Device Manager) for three (3) years.

1.8 EQUIPMENT RETURNS, EXCHANGES, REPAIRS, & REFURBISHMENT

A. If it is determined that a customer’s equipment is faulty and not working properly and it is still under warranty, the Contractor shall issue a UPS call tag (not UPS RS labels) in which UPS physically picks up the equipment from the customer within three (3) business days from the date the Contractor is notified by TAP of the request. The Contractor shall pay all costs for shipping and handling of a device covered by warranty that needs repair, including to and from the repair facility. If the phone is no longer in warranty, TAP will decide whether or not they will pay for the return costs of the equipment at that time.

B. Upon receiving the returned equipment, the Contractor shall enter the following information in the monthly Returned for Repair Report (Please see Section 1.11.A.3):

1. Date Received

2. Shipper Tracking Number

3. Equipment Description

4. Serial Number

5. TAP Number

C. With all returns (in or out-or-warranty), the Contractor shall provide TAP a detailed technical evaluation on the equipment. This report must be specific and technical in nature and provide specific failure reports (electronic failures, customer abuse or misuse, etc.). Information derived from this technical report will assist TAP in determining if the device can be repaired, should be destroyed (scraped), or should be replaced with a new or refurbished piece of equipment. In addition, it will assist the program in determining if a specific product should remain on the program’s equipment list or be replaced with a different make or model.

D. Refurbished and /or repaired equipment must be stored until needed and then shipped in an individual sturdy, generic box in which contents are protected from damage during shipping. NOTE: Refurbish means the equipment is working properly. Refurbishing must bring the equipment back to a “like-new” condition and must include all accessories that are included with NEW equipment (Owner’s manual, wall mount bracket, line cords, batteries, etc.).

E. TAP must authorize any repair or refurbishment prior to work being performed.

F. The Contractor shall warehouse Refurbished Telephone Equipment Distribution (TED) and Refurbished wireless inventory for TAP. The Contractor shall only use items returned for refurbishment/repair by TAP to fill TAP orders.

G. All refurbished wireless equipment must be completely wiped of all previous client’s personal information/data including but not limited to: Photos, contacts, music, log in info, apps etc. Once wiped devices must be set up with original disability apps so it can be re-purposed for another client when requested by TAP.

H. If a device has been damaged by the customer and the Contractor reasonably determines that repairing or refurbishing a damaged device not to be the best option, the Contractor shall notify TAP in a report stating why the unit is irreparable and whether the damage was from normal wear and tear or customer abuse.

I. TAP will authorize Contractor to ship new equipment to customer and the Contractor must ship the equipment within 3 business days from that authorization. Providing reconditioned items instead of new will not be acceptable unless there is prior authorization by TAP staff to send refurbished equipment.

J. Any and all State equipment that is designated as scrap must be sent off for recycling at Contractor’s expense. The Contractor shall supply information on recycling company or companies used on the monthly Units Returned for Repair Report (Please see Section 1.11.A.3.).

K. The Contractor shall provide an out of warranty repair price list for equipment provided under the contract in Table 1 of the Official Bid Price Sheet.

L. The Contractor shall maintain inventory of all parts and accessories to maintain all new and current Arkansas TAP inventory.

1.9 SHIPPING REQUIREMENTS

A. Shipping to an individual user or to an organization to distribute equipment for TAP must be included in the purchase price of each item. All users are located within the State of Arkansas with a few exceptions.

B. Arkansas TAP label must be affixed to the equipment. TAP will provide these stickers.

C. Technical Support Center sticker with toll-free number must also be affixed to the equipment. The Contractor shall supply these stickers.

D. TAP will complete appropriate (to be determined) form and email a shipping request to Contractor every business day, if applicable. This request will include the date, customer’s name, address, phone number and the exact type of equipment to be shipped to customer.

E. The Contractor shall submit by email by the end of the business day that the request was received.

F. When the shipping request calls for equipment to be shipped, the Contractor must ship within three (3) business days after TAP emails the shipping request.

G. All wireless units and their protective cases must be etched with TAP’s logo, identification number and have special apps downloaded according to the individual’s disability and be shipped within thirty (30) business days after TAP emails the shipping request.

H. The Contractor shall submit electronic confirmation of shipment to the TAP designee one (1) business day after transaction and include at minimum the following (Please see Attachment B):

1. Date equipment was ordered

2. Date shipped

3. Tracking information

4. Serial number

5. TAP number

6. Equipment model

7. Cost

8. PO or Invoice #

9. Any other pertinent information

I. For requested devices exceeding $100 in value, the Contractor shall purchase shipping insurance at its expense, for the amount of the device’s replacement value.

1.10 INVOICING

A. The Contractor's invoice shall be submitted monthly to TAP and must include at a minimum:

1. Date equipment was ordered

2. Date shipped

3. Equipment serial numbers

4. TAP number

5. Equipment model type

6. Unit cost

1.11 REPORTING REQUIREMENTS

A. The Contractor shall provide the following monthly reports to TAP's designee:

1. Undeliverable Units in Inventory. Please see Attachment C.

2. Refurbished Units in Inventory. Please see Attachment D.

3. Units returned for Repair including but not limited to (Please see Attachment E):

a. Type of problem found

b. Type of repairs completed

c. Units in which no trouble was found

4. Tracking of Customer Service Calls. Please see Attachment F.

5. IOS Devices Report including but not limited to (Please see Attachment G):

a. Device Usage

b. Technical Support/Repairs

c. Password Reset/Unlock Requests

d. Non-Compliant Report

e. iOS Version Report

1.12 TECHNICAL SUPPORT

A. The Contractor shall provide technical support by toll-free telephone (voice and text telephone) Monday-Friday from 8am to 4:30pm Central Time excluding State Holidays (Arkansas Secretary of State) to answer user questions regarding the set-up and/or installation of proposed items, troubleshooting technical issues, or to assist the user in determining whether an item needs to be returned for repair.

B. Clear, concise, and easily visible instructions for using the technical support must be included with the shipment of each new device.

C. The Contractor shall perform remote diagnostic services for clients.

D. The Contractor shall perform software updates on client equipment.

E. The Contractor shall provide technical evaluation and procedures for processing any in or out-of-warranty equipment in which there is no trouble to be found with the equipment. This process must include but is not limited to the following:

1. Is there an issue with the type of phone service the customer has?

2. Is there damage to the internal electronic circuitry due to spillage or rodent damage?

3. Is there user error on the part of the customer such as the adapter not being used with equipment?

1.13 STAFFING

A. The Contractor shall provide all staff required to fulfill the requirements of the IFB. The Contractor shall not assume or propose the use of State staff to conduct any substantive work under the resultant contract, except as specifically stated in the IFB.

B. The Contractor shall commit a cohesive, dedicated, highly skilled core team of key personnel to this project.

1.14 DELIVERY: FOB DESTINATION

A. The Department requests delivery 2-3 business days after ordering. If this delivery date cannot be met, the Prospective Contractor must state the alternate number of days required to begin the service and/or place the commodity in the ordering Department’s designated location. (See Questions section of the Solicitation posting in ARBuy.) Failure to state the alternate delivery time obligates the Contractor to complete delivery by the Department’s requested date. Extended delivery dates may be considered when in the best interest of the State.

B. Loss or damage that occurs during shipping, prior to the order being received by the Department, is the Contractor’s responsibility. All orders should be properly packaged to prevent damage during shipping.

C. The State assumes no liability for commodities produced, processed or shipped in excess of the amount specified on the Department’s purchase order.

1.15 ACCEPTANCE STANDARDS

A. Inspection and acceptance/rejection of product(s) will be made within thirty (30) days of receipt.

B. The State has the option to return any product(s) within the thirty (30) day timeframe for any reason.

C. Bid must include a “total satisfaction” return policy for all products and must not impose any liability on the State for such returns.

SECTION 2 – GENERAL INSTRUCTIONS AND INFORMATION

· Do not provide responses to items in this section unless specifically and expressly required.

2.1 TYPE OF CONTRACT

A. As a result of this IFB, TSS OSP intends to award a contract to a single Contractor.

B. The anticipated starting date for any resulting contract is December 2021, except that the actual contract start date may be adjusted unilaterally by the State for up to three (3) calendar months. By submitting a signed bid in response to the IFB, the Prospective Contractor represents and warrants that it will honor its bid as being held open as irrevocable for this period.

C. The initial term of a resulting contract will be for four (4) years. Upon mutual agreement by the Contractor and Department, the contract may be renewed by TSS OSP for up to three (3) additional one-year terms or portions thereof, not to exceed a total aggregate contract term of seven (7) consecutive years.

2.2 CONTRACTOR SELECTION

A. Award will be made to the lowest-bidding, responsible Prospective Contractor on an all or none basis.

2.3 RESPONSE DOCUMENTS

A. All bid responses must be submitted through ARBuy, the State’s eProcurement system. The system can be accessed at https://arbuy.arkansas.gov.

B. Bid Response Packet

1. The following are bid submission requirements and must be submitted as part of a Prospective Contractor’s bid response.

a. Signed Bid Signature Page. Signature may be ink or digital. (See Bid Response Packet.)

b. Completed Bid Response Packet, which must be in the English language.

c. Completed Pricing Response. Official Bid Price Sheet attached to solicitation posting. Pricing must be proposed in U.S. dollars and cents.

d. Proposed Subcontractors Form. The utilization of any proposed subcontractor is subject to approval by the Department.

e. Exceptions Form.

2. The following items, which must be submitted prior to a contract award to the Prospective Contractor, may also be included with the Prospective Contractor’s bid response:

a. EO 98-04 Contract & Grant Disclosure Form.

b. Copy of Prospective Contractor’s Equal Opportunity Policy.

c. Voluntary Product Accessibility Template (VPAT), if applicable.

3. DO NOT include any other documents or ancillary information, such as a cover letter or promotional/marketing information.

2.4 ACCEPTANCE OF REQUIREMENTS

A. Unless a Prospective Contractor expressly and conspicuously identifies any exception or exceptions to any of the Requirements in the Requirements Section(s) of this IFB by listing them on the Exceptions Form (See Bid Response Packet), Prospective Contractor understands and agrees its submission of a bid to represent that its bid meets all such Requirements.

B. A Prospective Contractor’s bid may be rejected if the Prospective Contractor takes exception to any Requirements in the Requirements Section(s) of this IFB.

2.5 ADDITIONAL TERMS AND CONDITIONS

A. This IFB incorporates all of the Solicitation Terms and Conditions located on the TSS OSP website here (Agencies – Forms and Reporting – Solicitation Templates): https://www.transform.ar.gov/procurement/agencies/forms-and-reporting/.

B. Any special terms and conditions included in this solicitation shall override the Solicitation Terms and Conditions.

C. Unless a Prospective Contractor expressly and conspicuously identifies any exception or exceptions to any of the terms in the Standard Commodities Contract by listing them on the Exceptions Form (See Bid Response Packet), Prospective Contractor agrees and shall adhere to all terms if selected as the successful Contractor. Items identified as non-negotiable may only be modified if the legal requirement is satisfied and approved by the State. The Standard Commodities Contract can be viewed on the TSS OSP website here (Agencies – Forms and Reporting – Solicitation Templates): https://www.transform.ar.gov/procurement/agencies/forms-and-reporting/.

D. A Prospective Contractor’s bid may be rejected if a Prospective Contractor takes exception to any terms or conditions in the documents listed in 2.5.A and 2.5.C.

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