PORFP J05P7600020 - PBX Telecom IVR Maintenance

The Maryland Department of Transportation Maryland Transit Administration (MDOT MTA) is requesting proposals for PBX Telecommunications Interactive Voice Response (IVR) system maintenance services under PORFP J05P7600020, with proposals due November 12, 2026 at 9:00 AM ET. Eligibility is restricted to Master Contractors already awarded under the PBX IV Telecommunications Equipment and Services Master Contract (#001B0600162), as this is a secondary competition PORFP.

The PORFP includes a Minority Business Enterprise (MBE) participation goal of 25 percent and a Veteran-Small Business Enterprise (VSBE) participation goal of 2 percent, both calculated only on FA II and FA III values. No small business reserve designation applies.

The scope spans three functional areas: hardware, peripherals, and software (FA I); manufacturer's extended warranty and maintenance services (FA II); and time and material labor (FA III). Services include continuous monthly fixed-fee maintenance for IVRs and peripherals, troubleshooting and help desk support, emergency maintenance, and labor for moves, adds, changes, installations, and end-user training. The work covers two MS Technologies IVR servers at 1515 Washington Boulevard, Baltimore, Maryland 21230. Contractors must be authorized resellers for MS Technologies and provide a manufacturer Letter of Authorization if requested. Maintenance runs 24 hours a day, 365 days a year, with a one-hour response for catastrophic outages (75 percent or more of stations at a location lose most functionality), a three-hour response for major outages (20 percent or more of stations), and next-business-day response for minor outages. Equipment and software must remain compatible with current and future MTA systems and third-party business software. End-of-life or end-of-support equipment is bid as "Best Effort." Winners must deliver an updated equipment inventory within 60 days of award and Visio configuration diagrams within three months.

Performance occurs at MTA sites throughout Maryland. The contract period runs February 23, 2027 through December 31, 2030. The state pays only for actual labor hours expended, not estimated hours. Proposals must remain valid for at least 90 days after the due date.

Questions closed November 2, 2026 at 5:00 PM EDT. The public bid opening follows the proposal deadline on November 12, 2026 at 11:00 AM ET. Bidders submit password-protected technical (Word) and financial (Excel) proposals by email to the Agency Point of Contact. Invoices must go to MTA Accounts Payable and comply with COMAR 21.06.09.01 and .02.