VoIP and Call Center Systems Managed Services

The City of Cleveland's Department of Public Utilities (DPU) is soliciting proposals from qualified information technology firms through Request for Proposal 2025-RFP-088 for Voice over Internet Protocol (VoIP) and Call Center Managed Services. The procurement covers a one-year initial contract with four additional one-year renewal options, supporting DPU's enterprise environment across its Divisions of Cleveland Water, Water Pollution Control, Cleveland Public Power, Utilities Fiscal Control, and Radio Communication. The scope of services encompasses comprehensive managed services including Tier II and III support, proactive maintenance, system monitoring, infrastructure management, 24/7/365 support, and transition services from the current Cisco Unified Communications infrastructure to Cisco Webex Calling and Webex Call Center platforms. Proposers must demonstrate extensive experience with Cisco communications platforms, call center technologies, workforce optimization strategies, and the ability to provide scalable managed services across premise, hybrid, and cloud environments. Key evaluation criteria include technical expertise, experience with specified Cisco systems, support capabilities, and the ability to manage complex enterprise telecommunications infrastructure. Critical deadlines include a Pre-Proposal Conference on May 2, 2025 at 10:00 A.M. ET via Microsoft Teams, a deadline for submitting questions by May 15, 2025, and a proposal submission deadline of May 23, 2025 at 12:00 P.M. through the OpenGov web portal (https://secure.procurenow.com/portal/cleveland). Attendance at the pre-proposal conference is encouraged but not mandatory.

The procurement includes a standard subcontracting goal of 10 percent for Cleveland Area Small Businesses. The contract will be funded from Fund No. 52 SF 001, with consultant selection made by the Board of Control and compensation determined and fixed by the Board of Control. Consultants must maintain general liability insurance with policy limits of $2 million per incident and professional liability insurance with $5 million limits, and are subject to the City of Cleveland Department of Public Utilities Professional Services Contracts Reimbursables Policy for 2025, which establishes guidelines for direct labor billing at specified rates and detailed reimbursable expense documentation based on Federal guidelines, including travel, lodging, and relocation limits. The current technology environment includes Cisco Unified Communications Call Control Platform V14.X, Cisco Unity Messaging System, multiple voice gateways, Cisco Emergency Responder, Singlewire/Informacast, and Calabrio systems, all of which require integration and support. No specific budget range or award value is provided in the procurement documents; however, monthly hosting fees and hourly rates for defined technical roles are expected to remain constant throughout the contract duration, with proposers required to submit detailed fee proposals for both Group A (VoIP Services) and Group B (Call Center Services).