RFP 2025-022 Union County Phone System Upgrade

Union County, North Carolina is seeking proposals for RFP 2025-022, a comprehensive phone system upgrade project designed to transition from their current internal phone and call center platform to either a hosted cloud-based or on-premise solution. The procurement targets a complete telecommunications infrastructure overhaul involving approximately 1,400 phone extensions across 18 physical locations, with specific requirements for 70 call center agents, 10 supervisors, and 5 administrators. Key deliverables include a full implementation plan completed within six months, support for both physical phones and softphones, integration with existing Lencore and IPECS paging systems, and capabilities for queue automation, multi-language auto attendant, unified messaging, intercom/paging, remote call routing, call recording, and real-time monitoring. Proposal submissions are due by January 9, 2025, at 11:00 AM EST, with a non-mandatory pre-proposal conference held on December 4, 2024, offering both in-person and virtual attendance options. Evaluation criteria will encompass the vendor's background and experience, proposed solution, project team and implementation plan, maintenance and support program, and cost proposal, with the county reserving the right to award contracts to multiple vendors.

The county encourages good faith outreach to Minority Businesses (HUB certified) and Small Businesses, indicating potential set-aside or preference considerations for disadvantaged enterprises. The current telecommunications infrastructure includes five T1 circuits with Lumen as the service provider, though the county is open to competitive proposals that might eliminate these existing circuits. All locations are equipped with gigabit Ethernet connectivity and UPS backup systems, and the new system must integrate with Tyler Tech Munis ERP and maintain HIPAA compliance for certain communications. The initial contract term is set for five years with three optional two-year renewals, and the county requires a train-the-trainers approach with no more than six trainers and two internal IT staff available to assist with deployment. While specific budget ranges were not explicitly detailed, the comprehensive nature of the upgrade involving 1,400 extensions, advanced telephony features, and multi-site implementation suggests a significant investment in modernizing the county's communication infrastructure.