VOIP SOW 2024 V3.pdf

Hosted VOIP and Voicemail system / 75H70525R00013

Indian Health Service Bemidji Area Office

Scope of Work

Hosted VoIP Solution

1. Introduction

Bemidji Area Indian Health Service is requesting proposals from qualified firms interested in providing a Hosted IP Phone and Voicemail System for a complete, multi location voice solution. This solution will be a standalone system that will not interface with Indian Health Service data network or utilize cloud based services. The successful bidder will provide all eligible on-premise equipment as well as installation and provisioning. The project and specific services to be provided are described in the following attachment.

Hosted VOIP RFP

1.2 Scope of Work

The Indian Health Service seeks a firm that can provide a Hosted Voice over Internet Protocol Telephony (VOIP) system that will include, but not be limited to, the following:

> This system will replace the current telecommunications system at (7) sites and must be capable of meeting anticipated growth.

> VOIP system will provide four-digit dialing between rooms and (7) facilities available.

> Call forwarding, both inside and outside of the system.

> Call routing system, Call Transfer and redial > Caller ID phone > Enhanced 911 (E 911) > Centralized voice mail system that can be used transparently by all locations, and the ability for all locations to appear to be part of a single phone system.

> Voice mail that is accessible from the inside and outside of the Indian Health Service.

> Analog ports for fax, alarm (security and fire), postage machine and auto attendant systems.

> Paging with zones > Phone instruments that are 508c3 compliant > Equipment shall be new models and in current production. Reconditioned, remanufactured, demo models shall not be accepted.

> Call Detail Reporting (CDR) system to report calls being made and where the call originated from.

Respondents should possess and use their extensive knowledge and experience within the communications industry to recommend a creative solution that will meet or exceed the Indian Health Service requirements.

Preference will be afforded to the vendor that provides a comprehensive, cost effective solution for current specifications, future Indian Health Service requirements, and ongoing service and support. Due to the lack of a dedicated IHS VOIP administrator, ease of management and support of the new phone/voice mail system will be a critical feature.

1.3 Location and Users

This section describes Indian Health Service current environment:

Site Address Users Other Ports Paging Zones

(Number of Extension) 13 analog 1 zone Bemidji Area Office 94 Phones 1 Alarm 2225 cooperative CT 1 attendant console Bemidji, MN 56601

Cass Lake Indian Health Service 223 phones 49 analog 4 zones 425 7th Street NW 1 attendant console Cass Lake MN 56633

Red Lake Indian Health Service 258 Phones 63 analog 4 zones Highway 1 24760 Hospital DR 1 attendant console Red Lake MN, 56771

Ponemah Clinic 10 Phones 0 analog 0 zones

19155 NODIN ST

Ponemah MN 56666 Connects to Red Lake

White Earth Indian Health Service 233 Phones 35 analog 11 zones 40520 CO HWY 34 1 attendant console Ogema, MN, 56569

Naytahwaush Health Center 92 Phones 9 analog 6 zones 2471 310th Ave Mahnomen MN, 56557 Connects to White Earth

Pine Point 9 Phones 1 analog 0 zones 47520 Mashkiki St Ponsford, MN, 56575 Connects to White Earth

2. Executive Overview This section is an introduction to the vendor and the system being proposed. The layout should be structured in a way that is clearly understood by anyone reviewing this section.

2.1 Proposed System

Provide a brief description of the proposed system. Include model names and numbers, relevant components and diagrams if desired.

2.2 System Requirements

Section 508 Requirements Section 508 of the Rehabilitation Act, as amended by the Workforce Investment Act of 1998 (P.L. 105-220) requires that when Federal agencies develop, procure, maintain, or use information and communication technology (ICT), it shall be accessible to people with disabilities. Federal employees and members of the public who have disabilities must have access to, and use of, information and data that is comparable to people without disabilities.

VOIP

E206.1 General. Where components of ICT are hardware and transmit information or have a user interface, such components shall conform to the requirements in Chapter 4. Revised 508 Standards and 255 Guidelines (access-board.gov)

E208.1 General Where an agency provides support documentation or services for ICT, such documentation and services shall conform to the requirements in Chapter 6. Revised 508 Standards and 255 Guidelines (access-board.gov)

602.1 General.Documentation that supports the use of ICT shall conform to 602. Revised 508 Standards and 255 Guidelines (access-board.gov)

603.1 General. ICT support services including, but not limited to, help desks, call centers, training services, and automated self-service technical support, shall conform to 603. Revised 508 Standards and 255 Guidelines (access-board.gov)

Acceptance Criteria Prior to acceptance, the government reserves the right to perform testing on required ICT items to validate the offeror’s Section 508 conformance claims. If the government determines that Section 508 conformance claims provided by the offeror represent an inaccurate level of conformance than what is actually delivered to the agency, the government shall, at its option, require the offeror

2.2.1 Networking

Required Features:

1. Hosted Interconnectivity between Hosted VOIP Central Office and Indian Health Service.

2. Ability to function as a part of a network with a centralized voice mail system, including the ability to light message waiting lights at each site.

3. Ability to utilize all voice mail features among all users independent of each user’s location.

4. The appearance of one large system, rather than many separate systems, to the internal and external callers

5. Ability to administer all systems from one, or any, location.

6. Allow various levels of calling privileges such as long distance and international calls, for example, to be programmable by extension.

7. The proposed solution must not have any negative impact on current data connectivity between the various locations.

8. Include pricing of any Wide Area Network connectivity requirements (circuits, router modules etc.)

9. Overhead Paging at each location.

2.2.2 Attendant Consoles

Required Features > The system shall provide an attendant console for the servicing of incoming calls to the System at each location.

2.2.3 Attendant Console

Required Features > Three deep tree (minimum) > Interactive dialog will be based upon Dual Tone Multi Frequency (DTMF), with errors (incorrect entries) being sent to an informational message and returned to the earlier point in the menu.

2.2.4 Phones

Please indicate the type of phone that will be proposed. Include information on any additional phone sets that are supported by the proposed system. The preferred phones would be SIP compliant. The following phone configurations would meet most of the Government’s needs:

> 2-line phone, without 2 way speaker > 3-line phone with 2 way speaker > 3-6 line phone with 2 way speaker LCD optional

Required Features:

> Flexible support for inline power (power over Ethernet), local power, or closet power.

> Ability to support headsets.

> Message wait indicator.

> Ability to forward phone to another number inside or outside the network.

> Bridged (multi) Line Appearance.

> Intercom Calling.

> Multiple Line Appearances (some)

How are software/firmware upgrades applied to the phones?

> Does your phone sets require local power? Please indicate whether each phone set requires local or wiring closet power. If power is lost (for any telephone type), is the telephone set completely disabled or, is support services such as LCD/LED devices disabled?

Hosted VOIP

> Do the phones you propose follow open standards? How about the related software?

> What model of headsets is available for your phones? Do they work on all the phone models?

Please fill out the following as to the availability of other specific features:

FEATURE YES NO OPTIONAL

Call Waiting

Caller ID Presentation

Call Forward Busy

Call Forward No Answer

Call Forward to any number

Call Transfer

Call Park/Pickup

Call Transfer Blind

Call Transfer Consultative

Last Number Redial

Call Groups

Hunt Groups

Call Pickup Directed (pick up other extensions using a feature code)

Multiple Calls Per line Appearance

Privacy – Do not Disturb

Ringer Pitch Adjust

Ringer Volume Adjust

Shared Extensions on Multiple Phones

Speed Dial (Corporate Directory)

Speed Dial (Personal)

Simultaneous Ring

Hosted VOIP RFP

2.3 System Architecture

Describe the maintenance and administration of the hosted VoIP solution. Include in this section how the system is maintained and supported by the vendor.

Response:

Describe the required training for the system administrators at the sites and the end user.

Include the time and if applicable, any cost associated with this training.

Response:

Describe how the proposed system delivers reliable voice service. Include fail-over and redundant connections in case of a failure or outage.

Response:

How flexible is the proposed system when transferring extension for users that have moved to another location?

2.4 System Software

Describe if any system software is necessary to run the proposed hosted VoIP solution. Include if the software will be installed on the Sites equipment or if the vendor will provide the equipment.

2.5 Hardware Configuration

Specify the network requirement to support the vendor’s hosted VoIP solution.

Describe the hardware and phone instruments that are being proposed to be placed at the sites.

Describe how the IP phones are identified on the network and how the IP addresses are assigned.

What is the maximum number of simultaneous conversations supported by the proposed system?

Describe how the proposed solution supports end-to-end Quality of Service (QoS). How are QoS issues resolved?

2.6 Voice Mail and Unified Messaging

Describe the voice mail system and how the administration is done. Include if the user has the ability to manage messages from a computer.

Explain if Unified Messaging is included with the proposed system. If not, what is the additional cost for this component.

Specify if the required features of voice mail are available

Feature Yes No Optional Ability to support multiple system prompts to greet callers with a ring no answer message or a busy message.

Ability to record multiple greetings for internal and external callers, out-of office greetings, etc.

System must support a “zero out” to the attendant to another station.

Users must be required to enter a password to access their voice mailbox.

Ability to Stamp each new message with a time/date.

Ability to access voice mail remotely.

Ability to easily transfer a caller directly to an internal voicemail.

Record messages; send and mark “urgent”, “private”, etc.

Transfer messages to other users.

2.7 Desktop Call Management

Describe the Call Detail Reporting (CDR) system how the Government will be able to monitor caller history on phone usage. Include if there is an ability to alert and trace back who dialed a 911emergency. Is this system centralized to a single system?

Response:

Explain if there is a call manager system that can provide searching of users. Is this an extra cost?

2.8 Implementation

Project Management It is important for the selected vendor to provide support for an organized transition from the current system to the new system; ensuring internal and external communications are maintained and the ease of use through the transition is emphasized to staff and customers. Indian Health Service requires a transition plan to be provided. The plan is to include the resources to be dedicated to the transition, all costs associated with the transition, a timeline of actions with a completion target date for the supplier.

Indian health Service reserves the option to terminate service under 52.212-4 (l)Termination, if the contract is not in accordance with scope of work.

Required Features:

> Vendor shall assign a Project Manager to this installation to work with assigned Indian Health Service Project Manager.

> Bidder is required to supply a complete description of the key activities and responsibilities required for the installation of the proposed system.

> A master project schedule must be included, along with a work responsibility matrix, identifying the tasks the vendor will perform and the tasks the Indian Health Service is expected to perform to successfully implement the new system.

Installation Requirements Required Features:

> Vendor may be required to work with existing telecommunications provider to coordinate the ordering of all services related to this new installation.

> Vendors should include any POE switches, servers and circuits required not cloud based.

Facility Requirements Required Features:

> Space – Provide the physical dimensions of the proposed equipment and/or the rack space required to house the equipment > Power – All power requirements, including any special conditioning or grounding Requirements

3 Vendor Service

3.1 Warranty and Support

A complete warranty and support agreement must be included as part of this proposal to support business hours 7am to 6pm, Monday through Friday (excluding holidays) and emergency service after hours and weekends for 2 sites. 24 x 7 agreement for 2 sites.

Include in pricing information the levels of maintenance support and expected response time.

Hosted VOIP RFP

Describe if there are maintenance options that are available (i.e. 1 hours response and onsite) and prices for each option.

Phone system equipment shall be warranted by the vendor to be free of defects for a period of at least one year beginning at the date of the cutover to the hosted VoIP solution. During this warranty period and any subsequent maintenance agreement, any defective components shall be repaired or replaced at no cost to the Indian Health Service.

Required Features > During the warranty period, the bidder must supply no more than a 2-hour response to major problems, 24 hours a day, 7 days a week.

> Bidders must describe their definitions of major and minor problems.

> Provide the availability of spare parts maintained in the area for the critical hardware and software.

> Explain the amount of time required for full replacement of the central operating hardware/software of the system, assuming a suitable site exists for locating the replacement components.

Additional Question:

Does your company have a technical support center that can be called if questions? If so, is there any charge while under warranty? If after warranty, please provide any hourly rate.

Response:

4. Financial Requirements

Vendor shall offer methods of payment to include full payment and leasing options for necessary phone equipment.

5. Terms and Conditions

Damage Liability - The successful vendor is liable and responsible for any damage to the premises (e.g., floor, walls, etc.) caused by vendor personnel or equipment during installation and is responsible for the removal of all project-related debris.

Permits - The vendor shall obtain and pay for any permits and licenses required for the performance of the work, post all notices required by law, and comply with all laws, ordinances and regulations bearing on the conduct of the work, as specified herein. The chosen vendor shall procure all required certificates of acceptance or of completions issued by the state, municipal or other authorities and must deliver these to the Indian Health Service.

Insurance - The vendor shall, at vendor expense, procure and maintain satisfactory public liability and casualty insurance to adequately protect the vendor's personnel and the Indian health Service against damages for bodily injury, including death, that may arise from operations under this contract, whether such operations are by the vendor or by the vendor's subcontractor, or anyone directly or indirectly employed by the vendor.

Right to Reject Any and All Quotes-Indian health Service reserves the right to reject any or all quotation submittals and to waive any informalities or regularities. The Service Provider’s quotation submission is recognition of this right.

6. Training

User training will be needed for the proposed phone and voice mail system. The Indian Health Service would like the option to have the vendor conduct all of the training for the system administrators and a plan to “train the trainer” in regard to user training. It is not known at this time how many user “trainers” will need training. Please state the price of training per class.

Required Features:

> Review proposed training with designated Indian Health Service project manager and other assigned personnel prior to first class to possibly fine tune the material to specifically meet the needs of Indian Health Service.

> Conduct end-user training on Indian Health Service premises prior to cutover.

> For every product application proposed, provide a detailed description of the training the vendor will provide along with pricing.

8. Submittals The content and sequence of the proposal will be as follows:

1. Cover Letter/Letter of Interest

2. Table of Contents

3. Executive Overview

2.1 Proposed System

2.2 System Requirements

2.3 System Architecture

2.4 System Software

2.5 Hardware Configuration

2.6 Voice Mail and Unified Messaging

2.7 Desktop Call Management

2.8 Implementation

4. Vendor Service

5. Financial Requirements

6. Training

7. Cost Proposal