Non VOIP Telephone System Maintenance IFB

The Illinois Department of Innovation and Technology in agreement with the Chief Procurement Officer for General Services is requesting bids for a statewide Non-VOIP telephone system maintenance master contract (B-52287), with bids due August 20, 2026. This is an indefinite-quantity contract with no Business Enterprise Program or Veteran Small Business Program set-asides or goals.

The scope encompasses procurement, installation, Move-Add-Change (MAC) activities, preventive maintenance, and remedial maintenance for non-VOIP telephone systems, Interactive Voice Response systems, Automatic Call Distribution systems, call recording systems, voice mail and automated attendant systems, and related copper and fiber optics infrastructure across approximately 1,100 known state locations statewide. The vendor must accept all equipment as-is and service all analog phone sites. Pricing is structured on a time-and-materials basis with regional hourly rates (Attachment C divides Illinois into five geographic regions); a percentage discount off Manufacturer's Suggested Retail Price; and a flat monthly account management fee. Materials are billed at cost. Price adjustments are permitted after the initial 12 months based on the Consumer Price Index, not to exceed once per 12-month period with prior written approval.

The initial contract term is 36 months with a maximum total term not to exceed 10 years including renewal options. The vendor must maintain 24/7 toll-free customer service with a two-hour emergency response time and on-site technician arrival within that window. Service level agreements specify response times ranging from two hours for major or urgent outages to 48 hours for non-major alarms, with a four-hour restoral requirement. The vendor must maintain General Commercial Liability insurance of $1 million per occurrence and $2 million annual aggregate, Auto Liability of $1 million per occurrence, and Workers' Compensation as required by law. All new hardware and software must be warranted for a minimum of one year from installation. Prevailing wage compliance applies for applicable service categories. Training and support services, including operator and user training, are provided at no additional charge. Bids remain firm for 180 days from opening. Award will be made to the responsive and responsible bidder offering the lowest overall total price. Questions are due 14 days prior to bid opening.