Telecom Reseller RFP 2025000013.pdf

Request for Proposal, EGBA 2025000013

Broadband Telecom Reseller and provider management

Submit to:

BIDNET

All questions and inquiries regarding this solicitation must be sent to:

Sole Point of Contact:

● Brandon Brasfield

● Senior Purchasing Agent

● Brandon.Brasfield@state.co.us http://www.bidnetdirect.com//oit

RFP 2025-013

Schedule of Activities

Activity Time(MT) Date

Solicitation Publication (VSS) 2:00pm 4/16/2025

Virtual Pre-proposal Meeting 3:00pm 4/23/2025

(meet.google.com/wbk-iovs-xfm)

Written Inquiry Deadline 2:00pm 4/30/2025

State Response to Written Inquiries 2:00pm 5/7/2025

Vendor Response Submission Deadline 2:00pm 5/21/2025

Please submit proposals to the following address:

Attachments

a. Attachment A "Administrative Information" [OIT-2024]

b. Attachment B “Professional Services model contract Template”

c. Attachment C “Master Task Order Model Contract Template”

d. Attachment D “Offeror Acknowledgement Form”

e. Attachment E “Price Proposal”

f. Attachment F “Definitions”

g. Attachment G “Request for Proposal Signature Page”

h. Attachment H “SLA Examples”

i. Attachment I “Examples of Detailed Deliverables”

j. attachment J “Compliance Checklist” http://meet.google.com/wbk-iovs-xfm

Schedule of Activities 1 Attachments 1 Section 1. Solicitation Information 4

1.1. Introduction and Background 4

1.2. Statement of Work Summary 4

1.3. Objectives 5

1.4. Goals 5

1.5. Anticipated Contract Term 6

Section 2 Scope of Work, Requirements, and Deliverables 7

2.1. Scope of Work (high-level overview) 7

2.2. Last Mile" Connectivity (details on this key aspect): 7

2.3. Broadband Provisioning Process (how services are ordered/managed) 8

2.4. Last Mile Construction Management (If Needed) 9

2.5. Scope of Provider Management (details on managing providers) 10

2.6. Auditing Requirements 11

2.7. Transition Assistance: 12

2.8. Exclusions: 13

2.9. Requirements 14

1. Technical Requirements 14

2. Business Requirements 18

3. Vendor Qualification Requirements 22

2.10. Roles and Responsibilities 25

2.11. Service Locations 31

2.12. Timeline and Milestones 31

2.13. Deliverables and Acceptance Criteria 36

2.14. Budget 45

Section 3 Vendor Response Format 47

3.1. Proposal Content Sections and Page Limits 47

3.2. Level of Detail 52

3.3. Proposal Submission and Organization 53

3.4. Requirement Response Format 53

3.5. Content Quality 54

3.6. Compliance Checklist 55

3.7. Request for Proposal Signature Page (Required) 55

3.8. Video Surveillance and Telecommunications Prohibition 55

3.9. Security Requirements 55

3.10. Accessibility Requirements 57

3.11. Exceptions to the RFP or the Model Contract Language 57

3.12. PERFORMANCE OUTSIDE THE UNITED STATES 58

3.13. PRIME-SUBCONTRACTOR RELATIONSHIPS 58

3.14. EXECUTIVE GOVERNANCE COMMITTEE (EGC) 59

3.15. Offeror Financials 59

3.16. References and Experience 59

Section 4 Evaluation and Award 61

4.1. Evaluation Process 61

4.2. Evaluation Methodology 61

4.3. Evaluation Committee 61

4.4. Proposal Evaluation Criteria 62

4.5. Preliminary Screening and Eligibility for Competitive Range 67

4.6. Scoring Threshold for Competitive Eligibility 68

4.7. Basis for Award 69

4.8. Competitive Range 69

4.9. Clarifications/Discussions 70

4.10. Presentations/Demonstrations 71

4.11. Best and Final Offers (BAFO) 71

4.12. Award Recommendations 72

4.13. Single Proposal 72

4.14. Award 72

4.15. Pre-Performance Meeting 73

Section 1. Solicitation Information

1.1. Introduction and Background

The Governor's Office of Information Technology (OIT) is responsible for providing efficient and cost-effective technology solutions to the State of Colorado's Executive Branch agencies. This includes the procurement and management of telecommunications services.

Currently, the State's broadband telecommunications landscape is fragmented, with various agencies utilizing different providers and contracts. This has resulted in inefficiencies, inconsistent service levels, and increased costs. To address these challenges, OIT seeks to procure a vendor to consolidate and manage some data transport services for the Executive Branch.

The selected vendor will play a critical role in streamlining the State's broadband telecommunications infrastructure, improving service quality, and reducing costs. By consolidating services under a single provider, OIT aims to achieve economies of scale, enhance contract negotiations, and simplify billing processes.

This RFP outlines the State's requirements for a vendor to provide broadband telecom reseller and broadband provider management services and invites qualified vendors to submit proposals outlining their capabilities and solutions. OIT is committed to a fair and transparent procurement process and looks forward to partnering with a vendor who shares our commitment to excellence and innovation in telecommunications services.

1.2. Statement of Work Summary

The objective of this solicitation is to procure the services of a qualified vendor to function as a broadband telecom reseller and managed service provider to assist in managing and optimizing telecom services for our organization, specifically focusing on

Last Mile broadband coverage to State of Colorado offices in remote areas. The selected vendor will not only identify, procure, and manage telecom services but also provide ongoing monitoring, support, and optimization to ensure the highest level of service and cost-effectiveness.

While OIT does not guarantee any minimum amount of work under this RFP or any resulting contract, the selected vendor is estimated to manage up to 250 locations and could have the potential to expand to our current 800 locations over the contract's lifetime.

The Governor’s Office of Information Technology (OIT) expects to see an increase in services provided by smaller telecom and data providers around the State. This growth is expected due to:

1. The deployment of SDWAN networking technologies

2. The extension of services to locations with poor or limited connectivity options, including locations with no terrestrial connectivity options

1.3. Objectives

The primary objective of this solicitation is to procure the services of a qualified broadband telecom reseller. The selected vendor will manage and optimize broadband telecom services for the State of Colorado. This includes a specific focus on providing last-mile broadband coverage to State offices in remote areas.

1.4. Goals

Through this solicitation, the State of Colorado aims to achieve the following goals:

● Streamline the State's broadband telecommunications infrastructure:

Consolidate services under a single provider to improve efficiency and reduce fragmentation.

● Improve service quality and reliability: Enhance the overall quality and dependability of broadband services for State offices.

● Reduce costs through consolidation and efficient management: Leverage economies of scale and optimize service contracts to achieve cost savings.

● Enhance contract negotiations and simplify billing processes: Improve the

State's bargaining power and streamline billing procedures.

1.5. Anticipated Contract Term

a. The initial term of the awarded Contract is anticipated to begin on contract execution for an initial term of three (3) years. This Contract may be renewed for up to two (2) additional one-year periods at the sole discretion of the State. The total possible duration of the Contract, including all options, is not anticipated to exceed five (5) years.

b. The State may extend the Contract beyond the anticipated term in accordance with the Colorado Procurement Code, and in the event that the State determines an extension is necessary.

c. The State may, within its sole discretion, choose not to exercise any option or extension term in the Contract for any reason. If the State chooses not to exercise any option or extension term, it may re-procure the goods and/or services in its sole discretion.

Section 2 Scope of Work, Requirements, and Deliverables

2.1. Scope of Work (high-level overview)

This section outlines the scope of work for the broadband telecom reseller and provider management services. The selected vendor will act as the State’s partner in managing and optimizing its diverse broadband services. Key responsibilities include:

● Sourcing and procuring broadband services, with a focus on last-mile connectivity to

State of Colorado offices, including those in remote locations.

● Managing the end-to-end broadband provisioning process.

● Overseeing vendor relationships and ensuring service level agreements (SLAs) are met.

● Providing ongoing support, monitoring, and optimization of broadband services.

● Ensuring cost-effectiveness and scalability of solutions.

The vendor will play a crucial role in consolidating the State's broadband telecommunications infrastructure, improving service quality, and reducing costs. Specific details related to these responsibilities are outlined in the following sections.

2.2. Last Mile" Connectivity (details on this key aspect):

This section provides details on the State's requirements and preferences for “Last Mile” connectivity solutions. In the context of this RFP, "Last Mile" connectivity refers to the final leg of the network connection between a telecommunications provider and the end-user, which in this case is a State of Colorado office. Given the focus on remote locations, Last Mile solutions are crucial for ensuring reliable and high-quality broadband access. The State is interested in a variety of Last Mile technologies, including:

● Fiber: Fiber optic cables offer high bandwidth and reliability, making them a preferred solution where available.

● Wireless: Fixed wireless and satellite technologies can provide connectivity in areas where fiber deployment is challenging or cost-prohibitive.

● Other Technologies: The State is open to other innovative Last Mile solutions that can meet its needs.

The selected vendor should demonstrate expertise in identifying and evaluating all available Last Mile options for each location, considering factors such as cost, speed, reliability, and service level agreements (SLAs). The vendor should also have experience in managing the deployment and maintenance of Last Mile solutions, including working with local providers and coordinating with OIT.

State Preferences:

● Path Diversity: The State prefers solutions that incorporate path diversity to ensure redundancy and avoid single points of failure.

● Cost-Effectiveness: The vendor should prioritize cost-effective Last Mile solutions that meet the State's performance requirements.

● Scalability: The chosen solutions should be scalable to accommodate future bandwidth needs and the addition of new locations.

The vendor's proposal should clearly outline its approach to Last Mile connectivity, including its experience with different technologies, its evaluation methodology, and its strategies for ensuring reliable and cost-effective solutions.

2.3. Broadband Provisioning Process (how services are ordered/managed)

This section outlines the process for procuring broadband services for remote State of

Colorado locations. It details the workflow and responsibilities of the vendor and OIT in establishing internet connectivity at these locations. This section details the State's requirements for the broadband provisioning process, including how services are ordered and managed.

1. Workflow:

a. Location Identification: OIT identifies a new location needing broadband service and submits a request to the vendor. The request includes the location's address and specific requirements, such as desired bandwidth and connection type.

b. Options Analysis: Upon receiving a request, the vendor analyzes available broadband options at the specified address. This analysis includes researching local ISPs, identifying available technologies, and gathering information on pricing, speed, reliability, and SLAs.

c. Ranked Options Delivery: The vendor provides OIT with a list of ranked broadband options, based on a pre-defined methodology that considers factors such as cost, speed, reliability, and proposed SLAs. The vendor documents the ranking methodology, including the weighting assigned to each factor, and submits it to OIT with the ranked options.

d. Selection and Authorization: OIT reviews the ranked options, selects a preferred provider based on its needs and budget, and issues a Task Order to the vendor. The Task Order authorizes the vendor to proceed with procuring the selected broadband service.

e. Service Provisioning: Upon receiving the Task Order, the vendor subcontracts with the selected carrier to install and activate the broadband service at the specified location. The vendor manages the subcontracting process and ensures the carrier meets all agreed-upon timelines and service requirements.

f. Contract and SLA Management: The vendor manages the ongoing contract and

SLAs with the carrier. This includes monitoring service performance, addressing service disruptions or outages, and ensuring the ISP adheres to the agreed-upon service levels. The vendor acts as the primary point of contact for OIT regarding service-related issues.

g. Ongoing Support: The vendor provides ongoing support to OIT for issues related to the broadband service, including timely responses to inquiries, troubleshooting, and issue escalation to the carrier as needed.

2.4. Last Mile Construction Management (If Needed)

This section details the requirements for managing Last Mile construction projects, which may be necessary in some cases. While the primary focus of this RFP is on procuring and managing broadband services, in some cases, Last Mile construction may be necessary.

Vendors are not expected to have in-house construction capabilities but should demonstrate the ability to effectively manage such projects when required. This includes overseeing the ISP's activities and facilitating communication between the ISP and OIT.

The Vendor's responsibilities include:

● Developing a Clear Project Timeline: The Vendor shall develop a clear timeline for the rollout of each Last Mile connectivity project. This timeline should include:

○ Key project phases and activities.

○ Estimated completion dates for each milestone.

● Overseeing Site Surveys: Ensure the ISP conducts thorough site surveys to assess existing infrastructure and determine feasibility, aligning these activities within the developed project timeline.

● Managing Permitting and Approvals: Coordinate with the ISP to obtain all necessary permits and approvals, ensuring these steps are integrated into the project timeline.

● Overseeing Construction Management: Oversee the ISP in managing the construction process, including contractor selection and quality control, while adhering to the established project milestones.

● Supervising Testing: Supervise the ISP in testing the completed infrastructure to ensure it meets standards, with testing phases clearly outlined in the project timeline, with documentation milestones included in the project timeline.

● Monitoring Documentation: Ensure the ISP maintains accurate project documentation, including as-built drawings and permits.

● Providing Contingency Plans: The timeline should explicitly include contingency plans for addressing potential delays or challenges that may arise during any phase of the Last Mile construction project.

The Vendor will coordinate all Last Mile construction activities with the State and stakeholders to minimize disruption and ensure timely completion, as outlined in the project timeline. Last Mile construction will only be pursued when other connectivity options are infeasible.

2.5. Scope of Provider Management (details on managing providers)

This section outlines the telecommunications services to be managed under this solicitation and the scope of provider management services the vendor will provide.

1. Telecommunications Services Covered

The vendor will manage the following types of telecommunications services:

a. Broadband Internet Access: This includes broadband internet connectivity for all State facilities, encompassing various technologies such as DSL, cable, fiber, satellite, and fixed wireless.

2. Scope of Provider Management

The vendor will provide comprehensive provider management services, including:

a. Contract Negotiation: Negotiating favorable rates, terms, and SLAs with broadband telecommunications service providers.

b. Service Monitoring: Proactive monitoring of service performance to ensure adherence to SLAs and identify potential issues.

c. Billing Management: Reviewing and validating invoices from broadband telecommunications providers, ensuring accuracy and resolving discrepancies.

d. Issue Resolution: Acting as the primary point of contact for resolving service outages, billing disputes, and other issues with broadband telecommunications providers. This includes:

i. Single Point of Contact: Serving as the initial point of contact for all service-related incidents and escalations, regardless of the carrier.

ii. Tier 1 Support: Providing initial triage and troubleshooting for all incidents.

iii. Escalation Management: Managing the escalation of incidents to higher support tiers within the carrier organization, ensuring timely resolution in accordance with SLAs.

2.6. Auditing Requirements

This section details the requirements for conducting audits of broadband telecommunications services. The selected vendor will be responsible for conducting regular audits of all broadband telecommunications services, including both active and decommissioned services. The purpose of these audits is to ensure billing accuracy, contract compliance, and adherence to SLAs. The audits should include:

1. Billing Audits: Verify the accuracy of all invoices, ensuring correct pricing, applicable discounts, and proper taxation.

2. Contract Compliance Audits: Review contracts to ensure adherence to terms and conditions, including service levels, payment schedules, and termination clauses.

3. SLA Audits: Analyze service performance data to identify any missed SLAs and determine potential credits or reimbursements.

Documentation Requirements:

The vendor must maintain and provide the following documentation for all audits:

1. Invoice copies and supporting documentation, including detailed call records, usage reports, and any other relevant information used to calculate billing charges.

2. Contract documents and amendments, providing a complete record of all agreements, including original contracts, any modifications, and relevant correspondence.

3. SLA reports and performance data, including network uptime statistics, incident reports, and other metrics used to measure service quality.

4. Audit findings and recommendations, documenting any discrepancies, billing errors, or missed SLAs, along with recommendations for corrective actions and cost optimization strategies

Frequency and Reporting:

The vendor should conduct these audits at least quarterly. Detailed audit reports, including findings, recommendations, and any identified cost savings or credits, should be provided to OIT.

2.7. Transition Assistance:

This section details the required assistance the selected vendor must provide to the State during contract transition. The selected vendor shall provide comprehensive transition assistance to the State in the event of contract termination or expiration and subsequent transition to a new vendor. This assistance shall include, but not be limited to:

1. Knowledge Transfer:

a. The vendor shall provide complete and accurate documentation of all services, processes, and procedures related to the provision of telecom services. This documentation shall include:

i. Network diagrams and inventories

ii. Contract summaries and SLAs

iii. Contact information for all carriers and service providers

iv. Incident management and escalation procedures

v. Billing and cost management processes

b. The vendor shall conduct knowledge transfer sessions with the State and the new vendor to ensure a smooth and efficient transition.

2. Data Migration:

a. The vendor shall assist with the migration of all relevant data to the new vendor's systems, including:

i. Customer service records

ii. Billing and invoice data

iii. Service performance metrics

iv. Inventory and asset information

b. The vendor shall ensure that all data is migrated securely and accurately.

3. Service Continuity:

a. The vendor shall work with the State and the new vendor to ensure uninterrupted service during the transition period.

b. The vendor shall provide ongoing support to the State and the new vendor until the transition is complete.

4. Cooperation:

a. The vendor shall cooperate fully with the State and the new vendor throughout the transition process.

b. The vendor shall respond promptly to all requests for information and assistance.

2.8. Exclusions:

This section clarifies the services that are not included in the scope of this project. The following services are explicitly excluded from the scope of this project:

1. Video Conferencing and Collaboration Tools: Management of video conferencing platforms and related services.

2. Contact Center Solutions: Management of contact center software and services.

3. Radio Communication Systems: Management of two-way radio systems and related infrastructure.

2.9. Requirements

This section details the mandatory and optional requirements that vendors must meet.

Offeror must detail how their Proposal complies with each of the requirements in this section.

1. Technical Requirements

Offeror must detail how their Proposal complies with each of the requirements in this section.

a. Carrier Service Identification (MANDATORY)

i. The Vendor shall identify and evaluate multiple connectivity solutions, including fiber, wireless, satellite, and hybrid approaches, to bridge the connectivity gap in remote State offices.

ii. The Vendor shall schedule and coordinate the turn-up of services with carriers and OIT.

iii. The Vendor shall provide redundancy options to ensure high availability of services.

iv. Vendor Response: The vendor must describe their process for identifying and evaluating carrier services, including their expertise in Last Mile solutions and how different ISPs not sharing the same paths for redundancy is determined.

b. Support and Escalations (MANDATORY)

i. The Vendor shall provide clear escalation paths and processes for outages during all hours of the day.

ii. The Vendor shall escalate issues to carriers and manage resolutions effectively.

iii. The Vendor shall conduct monthly progress meetings to review project milestones and address issues proactively.

iv. Vendor Response: The vendor must describe their support and escalation procedures, including their communication protocols and response times.

c. Internet Circuit Solutions (MANDATORY)

i. The Vendor shall define specific performance metrics for each Internet circuit solution, including speed, reliability, and user satisfaction.

ii. The Vendor shall regularly monitor and report on these metrics to ensure service quality.

iii. Vendor Response: The vendor must describe their approach to designing and implementing Internet circuit solutions, including their performance monitoring and reporting capabilities.

d. Integration with Existing Systems (OPTIONAL)

This section outlines the State's interest in the vendor's ability to integrate with existing State of Colorado systems. While not mandatory, these capabilities are highly desirable and will be considered favorably in the evaluation process.

i. Electronic Data Interchange (EDI) Capabilities: To facilitate automated data exchange for order processing, billing, and other relevant transactions.

ii. Integration with State Billing and Payment Systems: The ability to integrate with the State's current billing and payment systems to streamline financial transactions.

iii. Telecom Expense Management Systems (TEMS) Integration:

1. The ability to integrate with or provide a Telecom Expense Management

System (TEMS) to automate the management of telecom expenses.

2. The TEMS solution should provide features such as:

a. Invoice processing and auditing

b. Cost allocation and reporting

c. Usage tracking and analysis

d. Contract management

e. Optimization recommendations

3. The vendor should describe their approach to TEMS integration, including any supported APIs, data formats, or integration methods.

iv. Custom Billing Solutions (EDI):

1. The vendor shall have Electronic Data Interchange (EDI) capabilities to facilitate automated data exchange for billing and other relevant transactions.

2. The vendor should be able to accommodate custom billing requirements and provide solutions that meet the specific needs of OIT. This includes the ability to generate invoices with specific data fields, in specific formats, and with specific delivery methods.

3. The vendor shall provide detailed documentation of their EDI capabilities and any custom billing solutions offered.

4. The vendor shall ensure that all electronic invoicing and custom billing solutions comply with relevant security and data privacy standards.

v. Reporting API: The ability to provide a secure API that allows OIT to programmatically access and retrieve reporting data for integration with other State systems.

vi. Vendor Response:

In their proposal, vendors should clearly describe their capabilities and experience in each of the areas listed above. For each integration capability, vendors should provide the following information:

1. Description of Capability: A detailed explanation of the proposed integration capability, including its functionality, features, and benefits.

2. Implementation Approach: A description of how the vendor would implement the integration, including any required steps, resources, or dependencies.

3. Technical Specifications: Relevant technical details, such as supported standards, protocols, APIs, and data formats.

4. TEMS Capabilities (if applicable): If proposing a TEMS solution or integration, vendors should describe the key features, functionalities, and benefits of their TEMS offering.

5. Examples and Case Studies: Examples of successful integrations with similar systems or organizations, if available.

6. Documentation: An overview of any available documentation or support resources for the integration capability.

7. Cost Information: Any associated costs for implementing or maintaining the integration.

Vendors should clearly indicate which integration capabilities they can provide and the extent to which their solutions can integrate with the

State's existing systems.

e. Runbook (MANDATORY)

i. The Vendor shall create a comprehensive runbook listing all obligations, expectations, and Methods of Procedures (MOPs) for managing telecom services. This runbook should include:

1. Detailed processes for service provisioning, activation, and troubleshooting.

2. Escalation procedures for resolving service outages and performance issues.

3. Contact information for key personnel involved in service delivery and support.

4. Documentation of all SLAs and performance metrics.

5. A schedule for monthly progress meetings to review project milestones and address issues proactively.

ii. Vendor Response: Vendor must provide a draft runbook as part of your proposal. The runbook should be detailed and comprehensive, covering all aspects of telecom service management as outlined above.

iii. The vendor must describe their process for developing and maintaining the runbook, including how they will ensure it remains up-to-date and reflects any changes in service requirements or processes.

f. Project Timelines (Mandatory)

i. The vendor shall work with the selected ISP to develop a timeline and plan for installation, including whether construction is needed to extend the last mile. The vendor must be able to provide weekly updates from the ISP and include the following:

1. Communicate key project phases and activities.

2. Provide estimated completion dates for each step and estimated final delivery date.

3. Options if delays or challenges occur.

4. Where last mile build out is negotiated with the carrier, develop a timeline and plan for installation, and provide updates on progress and notify if any complications or delays arise.

ii. Vendor Response: The vendor must describe their process for developing last mile project timelines

g. Service Support (MANDATORY)

i. The Vendor shall provide comprehensive support for all telecom services, including:

1. 24/7 support for service outages and performance issues.

2. Proactive monitoring of service performance and SLAs.

3. Escalation procedures for resolving critical issues.

4. On-site support as required.

ii. Vendor Response: The vendor must describe their service support processes and procedures, including staffing, tools, and escalation paths.

h. Support for Rural Connectivity (MANDATORY)

i. The Vendor shall develop a specific strategy to address the unique challenges of rural connectivity, including collaboration with carriers, leveraging government subsidies or grants, and exploring innovative technologies.

ii. Vendor Response: The vendor must describe their experience and expertise in working with telecom service providers in rural areas, including their strategies for addressing connectivity challenges.

2. Business Requirements

a. Service Options and Redundancy (MANDATORY)

i. The Vendor shall offer a range of service options for locations based on their requirements for redundancy and type of service. This includes:

1. Diverse routing options for critical circuits.

2. Backup connectivity solutions for disaster recovery.

3. Options for different service levels and performance guarantees.

ii. Vendor Response: Describe the service options and redundancy solutions they offer, including their technical specifications and pricing.

b. Contract and SLA Management (MANDATORY)

i. SLA Negotiation and Establishment

1. Process Description: The vendor must describe their process for negotiating SLAs with third-party service providers. Include details on how they:

a. Gather and analyze the State's SLA requirements.

b. Identify and evaluate the SLA offerings of different service providers.

c. Negotiate favorable SLA terms on behalf of the State.

d. Ensure alignment between the State's requirements and the final SLAs.

2. Experience and Expertise: The vendor must demonstrate their experience and expertise in negotiating SLAs with various telecom carriers, including:

a. Knowledge of industry best practices for SLA management.

b. Understanding of different SLA metrics and their implications.

c. Track record of successfully negotiating SLAs that meet client needs.

c. SLA Monitoring and Enforcement (Mandatory)

i. Monitoring Tools and Processes: The vendor must describe the tools and processes they use to monitor SLA compliance, including:

1. Real-time monitoring of service performance against SLA metrics.

2. Proactive identification of potential SLA breaches.

3. Automated reporting and alerts for SLA violations.

ii. Enforcement Mechanisms: The vendor must detail the mechanisms they employ to enforce SLAs with service providers, including:

1. Escalation procedures for SLA violations.

2. Documentation of SLA breaches and performance issues.

3. Mechanisms for claiming SLA credits and remedies.

iii. Transparency and Reporting: The vendor must explain how they will provide transparency to the State regarding SLA performance and enforcement, including:

1. Regular reporting on SLA compliance and any breaches.

2. Access to real-time dashboards and performance data.

3. Open communication channels for addressing SLA-related concerns.

d. SLA Credit Pass-Through (Mandatory)

i. Credit Allocation: The vendor must describe how they will allocate and pass through any SLA credits earned from service providers to the State, ensuring fair and transparent distribution.

ii. Credit Tracking: The vendor must explain how they will track and document

SLA credits, providing clear records of credit accrual and disbursement.

iii. State Benefit: the Vendor must demonstrate how their SLA credit pass-through mechanism benefits the State by ensuring that it receives the full value of any SLA remedies.

e. Contract Management (Mandatory)

i. Contract Lifecycle Management: The vendor must describe their process for managing the entire lifecycle of telecom contracts, including:

1. Tracking contract expiration dates and renewal options.

2. Negotiating with carriers for favorable contract terms.

3. Managing billing and invoicing processes.

4. Ensuring compliance with contract terms and conditions.

ii. Tools and Technology: The vendor must explain the tools and technology they use to support contract management, such as contract management software or automated tracking systems.

f. Reseller Accountability (Mandatory)

i. Performance Guarantees: If the reseller assumes responsibility for enforcing

SLAs and claiming credits, specify the performance guarantees and remedies that the reseller will provide to the State in case of SLA breaches.

ii. Liability: Clarify the reseller's liability for SLA violations and any financial implications for the State.

g. Cost Optimization (MANDATORY)

i. The Vendor shall proactively identify and implement cost optimization strategies, including:

1. Analyzing current telecom spending and identifying areas for savings.

2. Negotiating with carriers for better rates and discounts.

3. Recommending alternative service options that offer better value.

4. Implementing tools and technologies to improve efficiency and reduce costs.

ii. Vendor Response: The vendor must describe their approach to cost optimization and provide examples of how they have helped other clients reduce their telecom expenses.

h. Reporting (MANDATORY)

The Vendor shall provide comprehensive and timely reporting on telecom service performance, cost, and related metrics. This includes:

i. Monthly Service Performance Reports:

1. Service uptime, outages (including root cause), and key performance indicators (KPIs) like latency and call quality.

2. Ticket volume and resolution metrics.

ii. Quarterly SLA Compliance and Cost Optimization Reports:

1. SLA adherence analysis.

2. Cost optimization initiatives and savings.

3. Telecom asset inventory and usage trends.

iii. Ad-Hoc Reporting:

1. The vendor shall provide the capability to generate ad-hoc and customized reports. These reports should enable OIT to analyze key performance indicators, identify trends, and gain insights into telecommunications services usage and costs.

2. Custom report generation on request.

3. Reporting portal or dashboard access.

4. The reporting tool should enable users to select specific data fields, apply filters, and customize the format and output of reports to meet their specific needs.

5. EDI transaction success and failure reporting.

6. TEMS data reporting on cost allocation and usage.

iv. Vendor Response:

1. Provide samples of standard monthly and quarterly reports.

2. Describe ad-hoc reporting and portal/dashboard capabilities.

3. Detail EDI and TEMS reporting abilities.

4. Outline data retention policies.

3. Vendor Qualification Requirements

a. Vendor Experience

i. General Telecom Experience:

1. Minimum Years of Experience: The vendor must demonstrate a minimum of three years of experience providing broadband telecom reseller services to clients of similar size and complexity as the State of Colorado.

2. Successful Project Examples: The vendor must provide at least two examples of successful projects with comparable scope, including:

a. Number of locations managed

b. Types of services provided (e.g., Last Mile connectivity, contract negotiation, SLA management)

c. Experience with rural or challenging deployments

d. Outcomes achieved (e.g., cost savings, improved performance, increased uptime)

3. Technology Expertise: the Vendor must demonstrate experience with a wide range of telecom technologies, including:

a. Fiber optic networks

b. Wireless solutions (e.g., fixed wireless, satellite)

c. Hybrid approaches

d. Emerging technologies relevant to the State's needs (e.g., SD-WAN, 5G)

ii. Contract Negotiation and Management:

1. Proven Negotiation Skills: Vendor must demonstrate experience in negotiating and managing contracts with various telecom carriers, including securing favorable terms and ensuring compliance.

2. Cost Optimization Examples: Vendor must provide examples of how the vendor has optimized costs for clients through contract negotiation, leveraging economies of scale, and implementing cost-effective solutions.

iii. SLA Management and Performance Reporting:

1. SLA Management Experience: The vendor must demonstrate experience in managing and monitoring SLAs with carriers, including tracking performance, addressing SLA breaches, and ensuring service quality.

2. Performance Reporting Examples: The vendor must provide examples of how the vendor has successfully managed SLAs and reported on performance to clients, including the use of dashboards, reports, and data visualization tools.

b. Personnel Requirements

i. Dedicated Service Manager:

1. Assignment: The vendor must assign a dedicated service manager as the primary point of contact for the State of Colorado.

2. Qualifications: The service manager must possess the following qualifications:

a. Three years of experience in telecom service management

b. Strong project management skills

c. Excellent communication and interpersonal skills

d. Knowledge of telecom technologies and industry best practices

ii. Technical Support Team:

1. Expertise: The vendor must have a dedicated technical support team with expertise in various telecom technologies and the ability to address issues and outages promptly with the service provider.

2. Availability: The technical support team must be available [24/7] to provide timely assistance.

3. Escalation Processes: The vendor must have clear escalation processes in place to ensure timely resolution of technical problems.

iii. Engineering and Implementation Staff (Service Provider):

1. Qualifications: The vendor's customer select service provider(s) must have engineering and implementation staff with the necessary qualifications and experience in deploying and configuring telecom solutions..

2. Project Implementation Experience (Service Provider Focus): The

Vendor must provide at least two specific examples of successful project implementations where their proposed service provider(s) played a key role in the engineering and implementation of solutions similar in scope and complexity to this requirement. For each example, please include:

a. The name of the previous customer and a brief description of the project.

b. The specific service provider(s) involved in the engineering and implementation phases.

c. A clear description of the service provider's responsibilities and contributions to the project's success.

d. Evidence that the project was completed on time and within budget

(e.g., client testimonials, project completion reports - redacted for confidentiality if necessary).

iv. Personnel Qualifications and Background Checks:

1. Background Check Requirement:

a. The Vendor shall ensure that all personnel (employees, subcontractors, and agents) who may require access to State locations or systems undergo background checks.

b. The background checks must be conducted prior to personnel commencing work at a State location or accessing State systems.

i. only when such checks are required and authorized by the State.

c. The Vendor shall be responsible for arranging and covering the costs of all required background checks.

d. The vendor must describe their process for background checks, including the type of checks, frequency, and standards used.

2. Responsibilities:

a. State Responsibilities

i. Communicate the required level and scope of background checks to the Vendor, as needed, prior to personnel needing access to specific State locations or systems.

ii. Review and approve or disapprove background check results.

iii. Grant or deny access to specific State locations or systems based on background check results.

iv. Determine when a new or additional background check is required for an individual.

b. Vendor Responsibilities

i. Ensure that all personnel (employees, subcontractors, and agents) who may require access to State locations or systems undergo background checks as directed by the State.

ii. Arrange and cover the costs of all required background checks.

iii. Ensure that background checks are conducted prior to personnel commencing work at a State location or accessing State systems, *only when such checks are required and authorized by the

State*.

iv. Communicate background check requirements to personnel requiring the checks.

v. Maintain records of completed background checks and provide documentation to the State upon request.

vi. Implement procedures to ensure that background checks are kept confidential and used only for the purposes outlined in this

RFP.

vii. Immediately notify the State of any information obtained during a background check that may be relevant to the personnel's suitability for the work.

viii. Ensure that all subcontractors comply with the background check requirements.

ix. Ensure that its personnel assigned to this project meet the qualifications and background check requirements as specified by the State.

2.10. Roles and Responsibilities

This section outlines the key roles and responsibilities of both the State of Colorado (OIT) and the selected vendor to ensure clear expectations and collaboration throughout the project lifecycle.

1. Vendor Responsibilities and Subcontracting

The selected Vendor will be responsible for the following:

a. Overall Service Management: Provide overall Service management, including planning, implementation, and oversight of all services.

b. Telecom Reseller Services

i. Identify and Procure Telecom Services: Identify and procure broadband telecom services for remote State offices, including Last Mile connectivity solutions.

ii. Contract Negotiation and Management: Negotiate contracts with telecom providers, ensuring competitive pricing and favorable terms for the State.

Manage ongoing contracts, including tracking SLAs and addressing any performance issues.

iii. Billing Management: Manage billing for all telecom services, ensuring accuracy and timeliness.

iv. Service Activation and Transition: Oversee the activation of new services and the transition of existing services to the new provider.

c. Managed Services:

i. Service Monitoring and Management: Monitor the performance and availability of all telecom services, proactively identifying and resolving any issues.

ii. Help Desk Support: Provide 24/7 help desk support for State offices, addressing any telecom-related issues.

iii. Issue Resolution and Escalation: Manage the resolution of telecom service issues, escalating to appropriate parties as needed.

iv. Reporting: Provide regular reports on service performance, cost optimization, and other relevant metrics.

d. Dedicated Service Manager: The Provider will assign a dedicated service manager to act as the primary point of contact for the State, responsible for coordinating all aspects of service delivery, addressing issues, and ensuring satisfaction.

e. Support for ISPs not under contract with OIT: Provide support for internet service providers (ISPs) that are not currently under contract with the Office of

Information Technology (OIT).

f. Handling escalations past tier 1 regardless of the carrier: Manage and resolve escalations beyond the initial support level, regardless of the carrier involved.

g. Acting as a single point of contact for carrier incident tickets: Serve as the central point of contact for all carrier-related incident tickets, streamlining communication and resolution.

h. Cost Optimization

i. Service Optimization: Conduct regular reviews of the State's telecom services and provide recommendations for optimization, including cost reduction strategies, technology upgrades, and process improvements.

ii. Auditing current and decommissioned services for billing and credits from missed SLAs: Audit existing and discontinued services to identify billing discrepancies and potential credits from missed service level agreements

(SLAs).

i. Last Mile Connectivity:

i. Optimize Last Mile Connectivity: Effectively identify and leverage all available Last Mile carrier options to ensure cost-effective, high-quality broadband services for State of Colorado offices, especially those in underserved or challenging locations.

ii. Identify Available Connectivity Options: The vendor provide detailed information on all available Last Mile connectivity options for each State office, including:

1. Cost: Detailed breakdown of costs for each option, including installation, equipment, and recurring fees.

2. Service Delivery Timelines: Estimated time frames for service delivery and installation for each option.

3. SLAs: Specify the service level agreements (SLAs) offered by each carrier for each Last Mile option, including guaranteed uptime, latency, and support response times.

iii. Assessment and Planning: Assess Last Mile connectivity needs for each location and develop a plan for implementation.

iv. Solution Identification and Evaluation: Identify and evaluate potential Last

Mile solutions, considering factors such as technology, cost, reliability, and scalability.

v. Deployment and Management: Oversee the deployment and ongoing management of Last Mile solutions, including working with local providers and coordinating with OIT.

vi. Identify and negotiate Last Mile construction costs: Determine and negotiate the costs associated with Last Mile construction projects.

vii. Last Mile construction management: Manage the construction of Last Mile infrastructure, ensuring timely and cost-effective completion.

viii. Managed 3rd party leased handoff leg from wholesale access: Manage the leased handoff leg from wholesale access points to State offices, ensuring seamless connectivity.

ix. Identify path diversity: Identify and implement solutions to ensure path diversity, minimizing the risk of service disruptions due to single points of failure.

x. Identify single points of failure from carrier coverage: Analyze carrier coverage to identify potential single points of failure and develop mitigation strategies.

j. Reporting and Billing

i. Provide Electronic Data Interchange (EDI) feed for TEMS or other custom billing providers designated by the State: Provide an Electronic Data

Interchange (EDI) feed for Telecom Expense Management Systems (TEMS) or other billing providers specified by the State.

ii. Providing a single bill compiled from all carriers and reviewed by OIT vendor management, along with a single point of contact for billing escalations: Consolidate billing from all carriers into a single, comprehensive bill reviewed by OIT vendor management. Provide a single point of contact for addressing billing-related inquiries and escalations.

k. Technical Integration

i. Having the ability to have an API or integration into ServiceNow for the integration of provider, cost, Demarc location, and physical address information: Demonstrate the capability to integrate with ServiceNow or provide an Application Programming Interface (API) for seamless data exchange, including provider details, costs, Demarc location, and physical address information.

l. Other Responsibilities:

i. Runbook Development and Maintenance: Develop and maintain a comprehensive runbook detailing service obligations, escalation processes, and methods of procedure (MOPs) for managing telecom services.

ii. Security and Compliance: Ensure that all services comply with relevant security and compliance requirements.

iii. Continuous Improvement: Identify and implement opportunities for continuous improvement in service delivery and cost optimization.

m. Subcontracting:

i. The Vendor may subcontract certain responsibilities, but must retain overall accountability for the successful delivery of all services. The following table outlines which responsibilities can be subcontracted:

Responsibility Can be Subcontracted

Contract negotiation Yes

Service monitoring Yes

Billing management Yes

Issue resolution No

Last Mile construction management Yes

Transition assistance No

Note: The Vendor must obtain written approval from OIT before subcontracting any responsibilities.

Restrictions on Subcontracting:

● The Vendor must directly perform all tasks that involve sensitive data or require specific expertise or experience.

● The Vendor must maintain a certain level of performance, even if they subcontract some tasks.

● The Vendor must ensure that all subcontractors comply with relevant security and compliance requirements.

2. State of Colorado (OIT) Responsibilities

a. Service Oversight: OIT will provide overall service oversight, including defining the service scope, objectives, and timelines.

b. Requirements Gathering: OIT will collaborate with stakeholders to gather and document detailed requirements for telecom services, including connectivity needs, performance expectations, and security considerations.

c. location Information and Request Submission: OIT will provide the vendor with necessary information about each location requiring broadband service. This includes:

i. Submitting timely and accurate location requests to the vendor, including the address and all other necessary information about the location, along with specific connectivity requirements.

d. Vendor Selection and Authorization: OIT will:

i. Review the ranked broadband options provided by the vendor.

ii. Select the preferred provider based on its needs and budget.

iii. Issue POs or Task Orders to the vendor to authorize service procurement.

e. Contract Management: OIT will manage the overall contract with the vendor, including monitoring performance, ensuring compliance with terms and conditions, and addressing any contractual issues.

f. Communication and Collaboration: OIT will maintain open communication and collaboration with the vendor, providing timely feedback, participating in meetings, and facilitating information sharing. This includes:

i. Providing feedback to the vendor on service performance and any identified issues.

g. Acceptance and Approval: OIT will review and approve all deliverables from the vendor, ensuring they meet the defined acceptance criteria and project requirements.

h. Performance Monitoring: OIT will monitor the performance of the vendor and the delivered…