Request for Information: Enterprise Telephony & Unified Communications Solution

The City of Palm Coast has issued a Request for Information (RFI) #RFI-IT-26-15 to explore enterprise telephony and unified communications solutions, seeking to replace its current unsupported hybrid Mitel phone system. The procurement targets a comprehensive telephony solution to support approximately 421 endpoints across 22 locations, including 264 office-based users, 27 mobile/field users, and 130 common area phones. Key technical requirements include mobile functionality enabling city-issued extension calls, support for 18 multi-level auto-attendants, 41 call queues/hunt groups, and E911 compliance. Desired features encompass voicemail-to-email capabilities, reporting and analytics, and a self-service administration portal. The RFI seeks detailed information on solution architecture, feature confirmation, implementation approach, technical support models, and budgetary pricing. Critical dates include a question deadline of November 27, 2025 at 2:00 PM and a proposal deadline of December 4, 2025 at 2:00 PM, with all submissions required through the city's Procurement Portal at https://palmcoastgov.bonfirehub.com/portal.

The RFI does not explicitly specify set-aside designations or restrictions on respondent types. The current infrastructure includes a fiber optic network with a 10Gbs internet connection and peak call volumes of approximately 90+ concurrent calls. While no incumbent vendor is directly named, the city is explicitly moving away from its existing Mitel hybrid phone system. The procurement seeks a cloud-based or hosted VoIP solution with a "cell phone-first" strategy, indicating a preference for modern, scalable communication technologies. Respondents are expected to provide itemized cost breakdowns, including one-time implementation fees, monthly recurring user costs, and hardware expenses. The RFI suggests the potential development of a formal solicitation such as a Request for Statement of Qualifications (RFSQ) or Request for Proposal (RFP) following this information-gathering phase, though no specific budget range is disclosed in the provided documentation.