Voice Network - Unified Communications RFP

The State of Michigan Department of Technology, Management and Budget (DTMB) is issuing a Request for Proposal (RFP 220000001095) for a unified communications solution designed to enhance the State's voice infrastructure and support capabilities across its extensive network. The procurement seeks applications or suites of applications providing service monitoring, automation and provisioning, onboarding and offboarding, directory number management, phone control, and help desk functions to support over 40,000 IP endpoints. The State's existing infrastructure consists of Cisco-based systems including Cisco Unified Communications Manager (CUCM), Cisco Unity Connections, Cisco Unified Contact Center Express, and Cisco Packaged Contact Center Enterprise, along with Oracle session border controllers supporting 800-1,100 concurrent calls and a contact center environment of approximately 1,500 configured agents and 400 supervisors. Bidders must indicate whether they are proposing a Contractor-Hosted or State-Hosted solution and must comply with all State data security requirements outlined in Schedule E. Pricing proposals must include all costs for licensing, support, implementation, and training, with options for perpetual licenses with annual support fees or subscription-based models and tiered pricing structures. Implementation fees must be firm fixed-price with detailed payment schedules, contractors must provide a 90-calendar-day postproduction warranty at no cost, and all payments will be made through Electronic Funds Transfer (EFT). The deadline for bidder questions is February 9, 2022, with answers posted by February 16, 2022, and proposals are due by 12:00 p.m. Eastern on March 15, 2022, with an anticipated contract begin date of June 1, 2022.

No specific set-asides or restrictions limiting organization types have been identified in the available RFP materials; however, the State encourages submissions from qualified bidders, including those from outside the USA, provided they meet all RFP requirements and Schedule E data security specifications. Contractors must maintain commercial general liability insurance with minimum limits of $1,000,000 per occurrence, workers' compensation insurance according to applicable laws, and privacy/security liability insurance with minimum limits of $1,000,000 per occurrence. For State-Hosted solutions, contractors must provide 24/7 support services with defined response and resolution times based on error severity classifications, ranging from 30 minutes for critical errors to 5 business days for low-priority requests; for Contractor-Hosted solutions, contractors must maintain 99.98% availability of hosted services and software, excluding scheduled downtime and State connectivity failures, with service availability credits issued for failures to meet this requirement. No incumbent vendors or current contractors are identified in the available materials, though the procurement represents a continuation and enhancement of the State's existing Cisco-based infrastructure rather than a wholesale technology replacement. The contract is subject to State Administrative Board approval if the award equals or exceeds $250,000. The RFP materials do not specify a budget range or award value; interested bidders should contact DTMB directly for additional financial parameters.