city and county of san francisco request for proposals for...

City and County of San Francisco

Request for Proposals for

Telecommunications Support Services RFP# DT2018-02

Date issued: 8/1/17 Pre-proposal conference: 8/15/17 10 AM Proposal due: 8/31/17 4 PM

P-590 (4-17) i [date]

Request for Proposals for Telecommunications Support Services

TABLE OF CONTENTS

Page

I. Introduction and Schedule .....................................................................................................Error! Bookm II. Scope of Workk .....................................................................................................................Error! Bookm III. Submission Requirements ......................................................................................................Error! Bookm IV. Evaluation and Selection Criteria ..........................................................................................Error! Bookm V. Pre-proposal conference and Contract award ........................................................................Error! Bookm VI. Terms and Conditions for Receipt of Proposals ....................................................................Error! Bookm VII. Contract Requirements...........................................................................................................Error! Bookm VIII. Protest Proceduress ................................................................................................................Error! Bookm Attachments:

1. Agreement for Professional Services (form P-600) separate document 2. CMD LBE Forms 3. Equipment List

RFP for Telecommunications Support Services

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Request for Proposals for

Telecommunications Support Services (TSS)

1. Introduction and Schedule A. General

The city is seeking proposals for service coverage for the City’s Avaya voice telecommunications equipment. Equipment includes: electronic tandem networked (ETN) and non-networked Private Branch Exchanges (PBXs) including S8700, S8500, S8400, S8300, S8800; Electronic Key Systems (also known as “Small Systems”); including all connected instruments (IP, Digital, Analog, Hybrid, Call Masters, Soft Phones, Polycom, Key Phones, and TDD/TYY etc.; associated ancillary equipment (uninterrupted power supplies and power systems, paging systems, call management systems, and call accounting systems, loggers, AES and interactive voice response systems); adjunct equipment (Definity systems management equipment, including monitors, keyboards and printers; Audix; Definity Audix, Intuity Audix); MSS/MAS (Modular Messaging) and other miscellaneous equipment. Please see Attachment 3 – Equipment ListAttachment 3 - Equipment List Updated 8-24-17 for full list of equipment The contract shall have an original term of three (3) years. In addition, the City shall have two (2) options to extend the term for a period of one (1) year each, which the City may exercise in its sole, absolute discretion. Should the contract be extended, the annual compensation will increase at a rate similar to the per year costs of the original term. Proposers may submit proposals with greater or lesser value, and cost and reasonableness of rates will be considered as part of the evaluation.

B. Schedule The anticipated schedule for selecting a consultant is:

Proposal Phase Date RFP is issued by the City 8/1/17 Pre-proposal conference 8/15/17- 10:00 AM Deadline for submission of written questions or requests for clarification 8/29/17 8/17/17 – 4:00 PM Proposals due 9/8/17 8/31/17 – 2:00 PM Oral interview with firms selected for further consideration Week of September 19th or 26th12th


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C. Suppliers Unable to do Business with the City

1. Generally Suppliers that do not comply with laws set forth in San Francisco’s Municipal Codes may be unable to enter into a contract with the City. Some of the laws are included in this RFP, or in the sample terms and conditions attached. 2. Companies Headquartered in Certain States This Contract is subject to the requirements of Administrative Code Chapter 12X, which prohibits the City from entering into contracts with companies headquartered in states with laws that perpetuate discrimination against LGBT populations or where any or all of the work on the contract will be performed in any of those states. Proposers are hereby advised that Proposers which have their United States headquarters in a state on the Covered State List, as that term is defined in Administrative Code Section 12X.3, or where any or all of the work on the contract will be performed in a state on the Covered State List may not enter into contracts with the City. A list of states on the Covered State List is available at the website of the City Administrator. 3. Subcontracting Requirement The S.F. Administrative Code Chapter 14B Local Business Enterprise (LBE) subcontracting requirement for this RFP and resulting contract is 4% (four percent) of the total value of the goods and/or services procured. As required under S.F. Administrative Code Chapter 14B.8(A)2, the LBE participation requirement is below 20% because the services requested in the RFP require specialized telecommunications services for which there are limited LBEs available to perform the scope of work. See RFP Attachment 2 for more information. Please be sure to review the City's LBE Good Faith Outreach requirements referenced in RFP Attachment 2 . If your firm fails to submit correct Contract Monitoring Division (CMD) documentation by Deadline for RFQ Responses, the response may be determined to be non-responsive, rejected, not evaluated, and Respondents will not be eligible to proceed with the selection process. If you have any questions regarding the CMD LBE requirements and CMD Forms (Attachment 2), please contact Ryan Young at 415- 581-2301 or [email protected].


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II. Scope of Work 2.1 Scope of Work Overview The City’s goals are to identify and select a Supplier to perform the tasks listed below. Supplier shall provide the following:

1. Protect and maintain the quality of the City’s voice network by providing efficient and organized network design and administration, SPOC provisioning of any network feature or product, and documentation and reports at agreed upon intervals.

2. Manage and protect the City’s investment in the installed base of systems through

the maintenance of accurate equipment records and by adding updated information to those records during system migrations, upgrades, relocations, redeployments, and disconnections.

3. Provide cost savings in the form of viable maintenance coverage for all equipment,

reduced labor rates for TSS technicians to perform work not covered by the City’s software maintenance agreements, flexible pricing structure for contractual coverage, attractive discounts on the purchase price of new equipment, systems, and software protection plans.

4. As the City migrates its current Avaya infrastructure migrates to Cisco VoIP, it will

reduce the amount of covered equipment under this Agreement. City will notify selected supplier quarterly of these covered equipment reductions as part of the quarterly true up process (See Section 2.11.3 Quarterly True-up)

5. Assure service level protection by providing full case management of all system troubles.

There are certain assumptions to be considered by Suppliers in the submitted Proposals. These assumptions include, but are not limited to, the following:

1. Supplier must provide TSS technicians with transportation, parking, tools, and test equipment.

2. TSS Account Manager will work under direction of the Department of Technology

(DT) Voice-Telecom Services Team (VTST) assigned to the Client Department. No direct solicitation of Client Departments is allowed. The DT VTST will work with the TSS Account Manager to update equipment records, design the features and equipment to be installed, order the AT&T circuits required for the network design, and authorize any billable function.

3. TSS Technical Manager will work closely with the DT VTST and with the DT

Service Help Desk. The TSS Technical Manager will assure that escalation procedures are in place and communicate status of any network problems to DT VTST.

4. TSS Network Technicians will parallel the function of the DT Service Help Desk

and will be the first point of contact for any problem. The DT Service Help Desk is the SPOC for the entire City for reporting all repair requests, as well as all MACs


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(Moves, Add-ons and Changes) for fewer than 10 stations. The DT Service Help Desk will refer repairs to the TSS Network Technicians for support when required.

5. TSS Network Engineers will work closely with the DT VTST and the DT PBX

Technicians on an ongoing basis. They will provide the agreed upon reporting and documentation on demand and on a scheduled basis to the DT VTST.

6. The DT PBX Technicians perform the station and backbone wiring on all City sites.

During provisioning, the DT PBX Technicians will work in concert with TSS Field Technicians to tone and tag, add jumpers at intermediate distribution frames, assist in access to secured areas, accept the completed job, and interface with our Client users.

7. Supplier will provide the City with a monthly consolidated report of activities.

2.2. Network Management Service Requirements 2.2.1. Reliability and Emergency Situations (see also Section 2.2.9.8. Disaster Recovery) 2.2.1.1. Service Reliability and Disaster Recovery Supplier shall insure TSS service reliability and disaster recovery implementation by means of its existing, fully established, secure and functional voice network technical facility (subsequently referred to as the “Network Control Center”). 2.2.1.2. Facilities Control Supplier shall have complete control over the facilities it operates, including the Network Control Center, to ensure prompt restoration of malfunctioning voice services. 2.2.1.3. Consideration for the City as a Public Safety Provider Supplier will work with the City to ensure necessary public safety-related communications in the event of an emergency or other natural disaster, such as the 1989 Loma Prieta earthquake. 2.2.1.4. Priority 1 Service Supplier will provide the City Priority 1 service in case of an emergency that affects the San Francisco Bay Area. During such an emergency, Supplier will make all necessary efforts to deliver service, using all methods of service recovery available. Supplier shall provide City a 24-hour, toll-free, emergency telephone number to a company representative who is able to receive requests for service. In addition, Supplier shall charge fair and competitive prices for items and services ordered during an emergency and not otherwise covered under its agreement with the City. 2.2.2. Voice Telecommunication Systems Coverage Supplier shall work with DT VTT (VoIP Telecom Team) to manage the City’s voice communications network that supports approximately 36,000 City employees. The network is deployed in a wide geographical area that includes the City and County of San Francisco and several offices in outlying areas, such as Millbrae and Moccasin. Approximately 90% of the equipment in the City’s voice telecommunications network is manufactured by Avaya. CCSF also have integrated convergence systems with Cisco Call Manager in various City Departments. As set forth below and in Exhibit IAttachment 3 - Equipment List Updated 8-24-17, this Avaya equipment includes networked and non-networked CM/ PBX switches, Electronic Key Systems, and associated adjunct, ancillary, and miscellaneous equipment.


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2.2.2.1. Electronic Tandem Network (ETN) *Over 85% of CCSF’s Communications systems are Avaya Definity G3x, G3R, S8XXX and CM series. The switches are connected by AT&T-provided T1 facilities, creating an ETN. CCSF also have three separate Cisco Call Manager platforms including Department of Public Health, Police and Department of Technology that required to be integrated with the Avaya platform, ETN and AT&T IP SIP trunking. (Staff with all the above knowledge will be required to support the CCSF complex Telephony Network) The ETN also includes: • One Centrex Tandem Node provided by AT&T out of its Northern Telecom DMS-100

switch in the SF04 McCoppin Central Office; • One Nortel Meridian, Option 61-C switch. • Integrated Dial Plans for the entire City and County of San Francisco. (See Exhibit IAttachment 3 - Equipment List Updated 8-24-17, Covered City Systems Equipment and Locations.) 2.2.2.2. Stand-alone PBXs Currently, four Avaya stand-alone, non-networked PBXs complement the ETN and provide voice services to other City locations. (See Exhibit IAttachment 3 - Equipment List Updated 8-24-17, Covered City Systems Equipment and Locations.) 2.2.2.3. Additional Systems Additional systems at City locations include: • Electronic Key Systems: Avaya Merlin Systems (including Legend and Magix), Avaya

Partner Systems, Avaya Legend Systems, Avaya Spirit Systems, Avaya Partner Voice Mail Systems, Avaya Legend Voice Mail Systems, Avaya Merlin Voice Mail System, Avaya Magix Voice Mail Systems, and Octel Voicemail.

• Adjunct equipment: Avaya Audix, IVR, ACD (Automatic Call Distribution), Nice Logger, etc.

• Ancillary equipment: Avaya Conversant • Miscellaneous: Associated Voice Terminals, system printers, data modules, CSU, Teltones,

UPS, etc. (See Exhibit IAttachment 3 - Equipment List Updated 8-24-17, Covered City Systems Equipment and Locations.) 2.2.2.4. AT&T Central Office Facilities Coverage DT PBX Technicians shall coordinate all new and existing AT&T transmission facility requirements (DID, DOD, CO, etc.) for all networked and non-networked PBXs, including Small Systems. These requirements include, but are not limited to, coordinating new and revised AT&T facility requirements and trouble resolution coordination with AT&T for all Central Office facilities. 2.2.2.5. Dedicated ETN Long Distance Service Facilities Supplier shall coordinate all new and existing Point-of-Presence (POP) dedicated long distance service provider transmission facilities and routing requirements for the ETN. These requirements include, but are not limited to, coordinating new and revised long distance service provider POP facility requirements, trouble resolution, and coordination with the long distance service provider for all associated trunking.


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2.2.3. TSS Support Services Supplier shall provide comprehensive voice network management service, which includes but is not limited to, provisioning of a help desk, ETN engineering consulting services, and monitoring and technical support of covered City telecommunications equipment specified in this RFP, 24 hours a day, 7 days a week, 365 days a year. 2.2.3.1. TSS Management Center Supplier’s TSS management center will initiate trouble tickets, monitor repair activities, provide status reports, and close out troubles with the client. During network related provisioning and cut-overs, the Supplier’s personnel at the TSS management center will assist in coordinating among all equipment Suppliers for the City’s new and existing voice telecommunication equipment and will participate along with the DT-VTST in equipment Supplier project teams as appropriate. Supplier’s TSS management center shall be staffed with help desk technicians who shall monitor all equipment alarms, perform trouble diagnostics, isolation and clearance, and dispatch other Supplier provided maintenance repair teams for on-site repair activities as required. (See also Section 0) Supplier’s TSS help desk shall be accessible to City personnel through Supplier’s supplied and maintained toll-free telephone numbers. The TSS help desk will work closely with the DT Service Help Desk, and DT Voice Telecom Service Team (VTST). 2.2.4. Notification of Interruption in Service Supplier shall give the DT-VTST thirty days’ notice in the event of any anticipated equipment downtime resulting from Supplier scheduled hardware/software upgrades (i.e., QPPN upgrades) or preventive maintenance activities. The City reserves the right to restrict upgrades and necessary downtime to non-regular business hours (i.e., nights or weekends). 2.2.5. TSS Trouble Monitoring and Resolution Supplier shall monitor Avaya system alarms and accept trouble reports on a 24/7/365 basis for all CM/PBXs, adjuncts and network elements covered under or added to the City’s TSS service agreement. Alarms will be responded to and calls will be answered by qualified personnel as defined in this RFP. Supplier should currently have DADMIN setup abilities with permissions already as an existing Avaya partner. For all troubles and alarms, Supplier shall create a trouble report with severity code and commitment time based on type of equipment or facility in trouble, the Supplier, the number of users affected, and the authorized City representative’s perception of criticality. The authorized City representative must be contacted with progress reports at least once an hour for high severity troubles, as determined by City, and once a day for low severity troubles, as determined by City. In support of voice messaging adjuncts, (i.e., Audix, Intuity, etc.), Supplier shall receive alarms, create trouble tickets, refer the trouble to the appropriate third-party maintenance (i.e., equipment repair) Supplier, and case manage the trouble to resolution. In support of other adjuncts (e.g., CMS, CAS, Electronic Key Systems), Supplier shall act as the SPOC, refer reported troubles to the appropriate equipment repair Supplier, and case manage those troubles to resolution. For network facility troubles, Supplier shall monitor alarms, analyze the problem, isolate the trouble to the affected network component, and refer the trouble to the appropriate Supplier for repair. Supplier will track repair progress and escalate problems with the respective


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Supplier/distributor if not cleared by the commitment time. Supplier will case manage the trouble to resolution and will contact the client with progress reports, verify that repairs are complete, and close the trouble reports with the client. For PBX, adjunct, and terminal troubles, Supplier’s personnel shall use diagnostic tools and expert systems to isolate and repair the trouble remotely through field dispatch or case manage to resolution through the respective equipment Supplier. 2.2.6. Help Desk Requirements Services to be provided by Supplier’s TSS help desk shall include, but not be limited to, proactive and reactive problem determination and resolution, and coordinating hardware and software requirements for all covered equipment. Supplier’s TSS help desk must also provide the technical coordination necessary to resolve problems for all trunking facilities and all interrupted associated services by: • Promptly notifying the DT-VTST of circuit or service outages and the subsequent corrective

actions being taken. • Initiating trouble tickets for all circuit or equipment failures. • Dispatching necessary personnel for all applicable repair activities. • Ongoing monitoring and managing of the dispatch/repair activities. • Notifying the authorized DT-VTST representative upon satisfactory repair of equipment or

service, and the closure of trouble tickets for both TSS-internal and third party companies involved in the circuit or equipment failure response.

• Generating timely reports on the cause, resolution steps, and measures for future avoidance of any and all major outages.

• 2.2.6.1. Help Desk Trouble Analysis Supplier shall, at a minimum, adhere to the following TSS help desk trouble analysis procedures:

1. Initially screen reported troubles to isolate whether the trouble is a user or database problem, versus one requiring a technician to be dispatched. For network-related troubles, Supplier shall isolate the trouble to the affected network component and refer the trouble to the appropriate Supplier for repair. For PBX and terminal troubles, Supplier shall use diagnostic tools to isolate and repair the trouble remotely or through field dispatch. Supplier shall be solely responsible to case manage the trouble to resolution.

2. Resolve troubles by: (a) creating a trouble ticket with a severity code; (b) providing

a commitment time for each case of trouble; and (c) providing the appropriate City representative a unique trouble ticket number. The commitment time shall be based on the type of equipment or facility in trouble, the Supplier, the number of users affected and the City’s perception of immediacy. The trouble ticket number shall be used as the reference number for all subsequent tracking of progress.

3. Provide callers with instructions on the proper use of features and modifying faulty

database information while on-line with the caller in order to limit potential troubles.

4. Monitor trouble report escalation and resolution according to the response times and

escalation procedures defined in this RFP.

5. Verify cleared troubles with the appropriate City caller in coordination with the on-site technician, as required, as the trouble is cleared.


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6. Provide any technical information required by technicians for on-the-spot user training, as well as support for user-related procedural problems.

7. Receive alarms, create trouble tickets, and refer the trouble to the appropriate

responding agency to support the networked PBXs and adjunct systems (i.e., Audix, Intuity). Ensure that necessary equipment alarm connections are provided. For other covered products within the telecommunications network, act as the SPOC and provide case management for any related troubles through to resolution.

8. Re-test reported circuits and newly established circuits and turning these circuits up

for customer use. 2.2.6.2 Help Desk Dispatching Supplier shall dispatch technical maintenance and repair personnel (provided by others) to perform services as follows:

1. High Severity/Major Failure (defined in Section 0) service at the DT-VTST defined essential service facilities (such as City Hall, Police, Fire, Public Health, etc.). Supplier must respond within two hours, seven days a week, 24 hours a day (including holidays).

2. High Severity/Major Failure service for remaining facilities. Supplier must respond within two hours Monday through Friday, 8 a.m. to 5 p.m., Pacific Time.

3. Routine service and minor failures (defined in Section 0) for all locations. Supplier must respond within 24 hours, excluding weekends and holidays.

2.2.6.3. Help Desk Case Management The resolution of all troubles shall be Supplier’s sole responsibility. With respect thereto, Supplier shall:

1. Use a DT-VTST “Assignment of Agency” to resolve all covered equipment troubles independent of the source of the trouble. (“Covered equipment” is all equipment covered under this RFP and as described in Exhibit IAttachment 3 - Equipment List Updated 8-24-17.) This activity shall require Supplier to coordinate responses, provide technical support, and dispatch maintenance/repair personnel from all Suppliers involved in the trouble.

2. Keep appropriate DT-VTST personnel apprised of the status of all troubles and

continue to be the SPOC throughout the life of all troubles.

3. Coordinate and chair all required multi-Supplier meetings when requested by City on an “as needed” basis. Provide resulting action plans to DT-VTST.

2.2.6.4. Help Desk Supporting Documentation and Record Keeping Supplier’s help desk shall maintain an on-line database and maintain and provide a network map that provides easy access to help desk personnel to relevant information with respect to each of the switches identified in this RFP. At a minimum, this information shall consist of: • Sold to number; client name, address and department • Switch type (node, main, tributary or virtual) • Software, generic, and update information • Number and types of stations • Trunk groups • Main switch telephone number • Address and directions to switch


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• City contact person and phone number responsible for the switch • Supplier, contact person, telephone number • Access hours at switch location and site access instructions • Peripheral and adjunct equipment • Multiplexer, CSU Supplier, contacts • Circuit number identifications • Locations of terminating circuit ends • Last service date (The DT-VTST reserves the right to add to these minimum requirements.) The help desk shall maintain an on-line database that provides easy access to help desk personnel for each Supplier’s escalation list. At a minimum, this information shall consist of: • Supplier name • Equipment type • First tier contact name, voice and pager numbers • Second tier contact name, voice and pager numbers • Third tier contact name voice and pager numbers (The DT-VTST reserves the right to add to these minimum requirements.)

2.2.6.5 Help Desk Trouble Escalation Prior to the commencement of any services, Supplier shall work with DT to develop an escalation plan. The plan shall contain the escalation hierarchy and telephone numbers for each covered equipment Supplier, all subSuppliers, and City representatives. For all problems not cleared by the commitment time, Supplier shall escalate the problem through the predetermined hierarchy as defined above. 2.2.7. Supplier Alarm Response Requirements Supplier shall provide for and receive all off-board alarms from covered equipment and respond to these alarms as High Severity/Major Failure. Supplier shall test, isolate the trouble, and refer (if necessary) all High Severity/Major Failure PBX and network trouble reports to the appropriate Supplier (e.g., facility, adjunct) within one hour of trouble receipt. For all troubles, Supplier shall furnish the client with a progress report for any status change (e.g., dispatch, refer to Supplier, escalate, clear) and for troubles not responded to by the negotiated appointment time. 2.2.7.1. High Severity/Major Failure The following conditions, either in a single system (PBX, etc.) or in the ETN shall constitute a High Severity/Major Failure:

1. 10% or more of the voice terminals cannot make or receive calls to or from the public switched telephone network.

2. 10% or more of the voice terminals cannot make or receive calls through the system

from other station sets directly connected to the system


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3. 10% or more of the voice terminals cannot use the features and services assigned to each voice terminal set, in accordance with the features and services description portion of the manufacturer’s installation manuals.

4. 10% or more of the trunk cards or circuit groups fail to operate in accordance with

the manufacturer’s specifications in the installation manuals.

5. 10% or more of the data peripherals supported by any PBX, and other systems identified in this specification, are out of service at the same time.

6. The Central Processing Unit of any PBX or adjunct equipment fails to process calls.

7. 50% or more of the attendant consoles fail to function in accordance with the

manufacturer’s specifications in the installation manuals.

8. 10% or more of an ACD system is inoperable.

9. Any DS-1 and above circuit or any CO or DID trunk group associated with a PBX is out of service.

10. 25% or more of any special services network capabilities supported by any PBX

and other systems identified in this specification are out of service at the same time.

11. Any off board alarms. These alarms are predominantly DS1 alarms.

12. Any failure that DT-NED determines to be an emergency.

13. *All major incidents CCSF require an hourly update report from SPOC to the technical managers and support team.

2.2.7.2. Minor Failure A Minor Failure is any failure of the equipment not defined as a Major Failure. 2.2.8. TSS Management Reports Supplier shall provide, at a minimum, the following network management reports. 2.2.8.1. Graphical Trouble Report Summary This report shall provide an overall indication of network performance for the given month. It shall reflect the total number of troubles cleared, average time clear troubles, and a breakdown into discrete clear time “windows” for clearing troubles to trouble type (i.e., 0-2 hours, 2-4 hours, 4-6 hours, 6-8 hours, and more than 8 hours). The report shall specifically include a graphical representation of: • A running 12-month historical graph of specific Month vs. Number of Troubles. • A running 12-month historical graph of specific Month vs. Average Time to Clear • A running 12-month historical graph of Average Time to Clear by Severity vs. Number of

Hours. • A running 12-month historical graph of Number of Troubles by Supplier vs. Number of

Troubles • Previous month’s Time to Clear vs. Number of Troubles Cleared. • Previous month’s Number of Troubles by Severity vs. Number of Troubles. • Previous month’s Time to Clear by Severity vs. Percent Cleared

2.2.8.2. Detailed Trouble Report


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This report shall provide detailed information on all individual trouble tickets cleared during the calendar month for each ETN site location. Information to be provided in the report shall include equipment locations, times received, time cleared, responsible Supplier, severity, trouble description, and resolution. Ticket duration shall be included in this report, and is defined by subtracting received time from closure time. 2.2.8.3. PBX Traffic Analysis Performance Reports PBX traffic and expert system analysis reports shall be conducted once per year on each Supplier-covered Avaya PBX to analyze such parameters as busy hour call rates, processor occupancy, port network time slot usage, service circuits usage, trunk group usage, load balancing, tone receiver usage, and system capacity analysis. Each PBX Performance Management Report shall include expert engineering analysis and corrective recommendations in user-friendly format. Supplier shall also provide consultative support from expert Supplier personnel to assist DT in interpreting the results. 2.2.9. Network Engineering PBX Support Requirements Overview Supplier shall provide all required network administration, engineering, and consultation support, as well as installation of all necessary software transitions to implement network integration of new network solutions/initializations, or other changes, rearrangements, additions and/or deletions to the ETN’s routing software. For Avaya equipment, all changes shall be reflected by updating the appropriate routing guides. Upon completion, Supplier shall give the DT-VTST a copy of the updated routing guides. In addition, Supplier’s engineer shall support the implementation of those software translations appropriate for Avaya equipment to successful completion or project cut-over. Supplier, in conjunction with the City’s representatives, shall be the SPOC for engineering support, and will oversee all operations procedures and resources in order to ensure maximum system availability and accountability. Supplier shall provide unlimited ETN engineering consulting services for all operations functions, including fault detection, service restoration, Supplier meets, software and data base modifications, installation activities, and MAC activities. Supplier shall coordinate public and private network facilities troubles with the public switched telephone network services providers. Specific support requirements include, but are not limited to, the following network and facility features for all covered Avaya CM/PBXs, as applicable: • AES and CMS • DCS (Distributed Communications System) • UDP/ MS/ CAS (Uniform Dial Plan, Main/Satellite, Centralized Attendant) • PNA (Private Network Access) • ISDN (Integrated Services Digital Network) • AAR (Automatic Alternate Routing) • ARS (Automatic Route Selection) • ENP (Extension Number Portability) • PNI (Private Network Interface for Software Defined Networks) • TEHO (Tail-End Hop Off) • HEHO (Head-End Hop Off) • IDDD (International Direct Distant Dialing) • NANP (North American Numbering Plan) including all NPA overlay and split

implementations, local and foreign.


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• PPN/ EPN Configured Nodes • Audix • Video • Network Clock Synchronization • Caller ID Blocking • NPA (numbering plan administration) incorporation of additions /changes, including overlay

and split implementations. • WCR (World Class Routing) (See Exhibit IAttachment 3 - Equipment List Updated 8-24-17, Covered City Systems Equipment and Locations.) 2.2.9.1. Network Routing Software Design, Administration and Support Supplier shall provide initial network routing software design for all new Avaya PBXs with ARS, AAR, or PNA software upon addition to Supplier’s contract. In addition, Supplier shall provide on-going engineering consultation and design, and as previously described development of and updates to routing guides whenever the DT-VTST makes changes to PBX routing patterns, adds new Avaya PBX locations, or upgrades existing Avaya PBXs. Supplier shall proactively monitor all scheduled and implemented changes to the NANP, NPAs and LEC Central Office codes, analyze the impact on affected Avaya technologies PBX routing patterns, design and, with the DT-VTST permission, implement the necessary software translations to correct the routing appropriately before any City customer service affecting problems. As with all Supplier developed software, Supplier shall perform standard call through tests to assure all changes are accurate. 2.2.9.2. Network Translation Implementation Supplier shall provide centralized coordination and implementation of all network routing related to translation changes for supported Avaya PBXs, including AAR, ARS, DCS, DCIU (Avaya term, Data Communications Interface Unit), DS-1 and network DID number banks. Non-Avaya PBX nodes will receive generic routing data and Supplier coordination only. Supplier shall provide and provision all network software translation requirements for implementation and forward a copy to the DT-VTST Network Engineer (or support staff as assigned) on a regular basis. Unless otherwise agreed upon, Supplier must receive pre-approval from the DT-VTST Network Engineer (or support staff as assigned) prior to network software translation implementation. Upon implementation, Supplier shall perform call-through testing to assure the accuracy of the translations. 2.2.9.3. PBX Field Upgrades Supplier shall identify, productively track, coordinate, arrange for implementation of, and case manage all recommended or required Avaya field QPPCN upgrades to completion and perform call-through testing for all affected TSS-covered Avaya PBXs. 2.2.9.4. Daylight Savings Clock Changes Supplier shall proactively provision and implement Daylight Savings clock changes for all applicable covered Avaya equipment. 2.2.9.5. ETN Network Routing Documents Supplier shall provide the DT-VTST with network specific routing documents (guide), on hard copy and electronic media using Microsoft Word or Excel, for all covered Avaya PBXs. For non-Avaya nodes, generic routing data such as station ranges, trunk group numbers, etc., will be provided. The City’s intent is that Supplier will hold all necessary documentation for ETN switches, including required information from non-Avaya switches as illustrated in Technical


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Exhibits H and] I Attachment 3 – Equipment List Updated 8-24-17. As SPOC, Supplier shall notify non-Avaya ETN switch Suppliers/associated service providers for possible hardware and software related problems. Updated routing documents (produced on electronic media only) shall be provided to the DT-VTST within ten days of all PBX changes. For each Avaya PBX, the routing document shall include, but not be limited to, the following information: • Private network routing patterns • Public network routing patterns • Digit conversation information • Location listing, including station ranges • Trunk group encoding information • Call restriction information (i.e., Facility Restriction Levels on trunk groups) In addition, Supplier shall maintain the ETN Network map and provide an updated version of the map in AutoCAD format to DT twice yearly at a minimum. 2.2.9.6. Provisioning Support Supplier shall perform network pre-service coordination and testing (e.g., coordinate work functions and availability across all Suppliers, coordinate temporary changes needed for pre-cut testing) and provide consultation support for DT-VTST and Avaya project teams during the addition of all network facilities. Supplier will assist in resolving coordination problems and any troubles that may occur from the addition of network facilities. Supplier shall also provide end-to-end support for adding, moving, or re-arranging network facilities (e.g., digital T1 spans, DID, CO, TIE lines) that terminate on Supplier covered Avaya PBXs (once the DT-VTST has procured those network or local trunking facilities from the respective Suppliers). As examples, Supplier support shall include, but is not limited to, the following: • Reviewing system configuration to determine if additional hardware (e.g., circuit packs,

carriers) is required. If so, Supplier shall notify the authorized DT-VTST personnel and assist in ordering the necessary equipment, as well as coordinating the hardware installation.

• Designing, developing, and implementing all necessary software translations to assure proper termination of the circuits.

• Testing the facilities beyond the demarcation to the SBC CO or the subsequent termination at another end point (i.e., PBX).

• Coordinating the project from order through cut-over and testing.

2.2.9.7. Security Management (Toll Fraud) Supplier shall screen all DT-VTST Avaya PBXs for vulnerability to unauthorized access (i.e., toll fraud) and proactively schedule, implement, and case manage log-on and password (INIT, INADS, CRAFT) changes for all of the Supplier covered locations on a quarterly basis. 2.2.9.8. Disaster Recovery Supplier shall support the City in the event of that a natural (or other) disaster disrupts the City’s telecommunications services by: temporarily rerouting calling patterns as necessary; working with all Avaya work groups and other Suppliers to restore service as soon as possible; and case managing the restoration or replacement of all PBX equipment and Electronic Key Systems at covered locations, as described in Exhibit IAttachment 3 - Equipment List Updated 8-24-17, Covered City Systems Equipment and Locations. * An existing Company Disaster Recovery Plan for Clients should be included for review with this RFP


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2.2.10. Electronic Key Systems Support Requirements Supplier shall provide a “one-stop” support service for all trouble calls for the covered Electronic Key Systems, including applicable adjunct, ancillary, and miscellaneous equipment. Supplier shall arrange and fully manage third-party dispatch, by Avaya or others, as well as escalate trouble reports, as required and close trouble reports upon receipt. Upon completing the trouble resolution, Supplier will close the trouble report with the appropriate DT-VTST or City customer. (See Exhibit IAttachment 3 - Equipment List Updated 8-24-17, Covered City Systems Equipment and Locations.) 2.2.11. ETN Hub Requirements Supplier, as the SPOC, shall coordinate all ETN HUB requirements with the City’s Supplier providing local services (currently AT&T). These requirements shall include, but not be limited to, coordinating with AT&T for new and revised ETN HUB routing translations, providing new DID number bank routings, and trouble resolution and coordination for all ETN switch trunking problems associated with the ETN and HUB. 2.2.12. Appointment of Agency For each of the various Suppliers’ systems included within Supplier covered equipment, the DT-VTST shall provide Supplier with a letter of agency authorizing Supplier to:

1. Handle all arrangements, as necessary, for coordination and maintenance, escalation actions, repair or service interfacing between all equipment, including AT&T Central Office switching hub and the City’s ETN network trunks.

2. Handle all arrangements, as necessary, with AT&T and each applicable Supplier for coordination of all authorized ETN network switch routing updates, additions and changes interfacing between the ETN voice network, AT&T Central Office switching hub and each Supplier’s system.

3. Dispatch Suppliers to resolve troubles and make repairs in accordance with each Supplier’s customer service agreement.

2.2.13. Service Level Agreement Prior to completing an agreement with the City, Supplier shall provide a draft Service Level Agreement (SLA) for the City to review and amend or approve. The SLA should be industry standard and of sufficient breadth and detail. The SLA must include a section providing for the payment of liquidated damages to the City for inadequate Supplier performance. Inadequate Supplier performance includes missing prescribed deadlines, failing to provide a prescribed service, and incorrect delivery/or provisioning of services (for example, improper software translations). At a minimum, the SLA must address the following items:

4. Description of Major Alarm Response within set limits to approach 100% of the time and the ensuing procedures to clear the Major Alarm. Supplier should also include reporting time frequency of delivery. Specific trouble duration goals shall be identified to approach a commitment to clear Major Alarms within 2 hours 98% of the time,

5. Description of Minor Alarm Response within set time limits to approach 100% of the time and the ensuing procedures to clear the Minor Alarm. Supplier should also include reporting time frequency of delivery. Specific trouble duration goals shall be identified to approach a commitment to clear Minor Alarms within 4 hours 98% of the time.


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6. Description of software/hardware updates and patches and the procedure to notify the City within specific timelines approaching 100% of the time. The expectation being that City would be notified of these updates affecting any City Systems within a certain time after release (such as 60 days) approaching 100% of the time.

7. Description of when the clock starts on any trouble ticket, either remotely or automatically reported and diagnosed, or received live.

8. Description of who will measure and manage these SLA commitments, and the liquidated damages that will be payable to the City for each category not met, as well as any grace period to be afforded Supplier for having made all commitments for a three-month period.

2.3. Cut-Over from Existing TSS Support Services Supplier shall perform the following services related to the transition from the City’s existing Supplier to Supplier’s system. 2.3.1. TSS Supplier Support Services and Cut-Over Responsibilities Supplier shall be solely and fully responsible for all ramp-up costs, including, but not limited to, preparations, materials, facilities, services, and the planning and execution of a seamless TSS support services cut-over from the existing DT-VTST Supplier. Supplier shall be solely and fully responsible for obtaining all required information and data−such as alarm facilities, switch login criteria, circuit identifications, as well as all other requirements−from the existing DT-VTST Suppliers or others. Supplier shall secure uninterrupted maintenance of MSP on every system included in this contract, as well as those to be added to the system during the duration of the contract. Supplier must obtain this information and secure uninterrupted maintenance so that the City’s technical staff can perform ongoing installation and maintenance functions on all systems, and are not negotiable. 2.3.1.2. Cut-Over Plan and Timeline All Proposals must provide a comprehensive cut-over plan. This includes, but is not limited to, addressing all requirements necessary to provide a seamless cut-over from the City’s existing service provider to Supplier. The cut-over plan shall include a proposed timeline describing required milestone events and the associated schedules to completion. The cut-over plan must demonstrate that Supplier can complete the cut-over within six weeks from the execution of an agreement between the City and Supplier. The cut-over plan shall address “fall-back” scenarios to provide the required TSS service support in the event of TSS implementation schedule delays. 2.4. Proposal Pricing Algorithm 2.4.1. Duration and Basis of Pricing All pricing shall be based on an initial threetwo-year term agreement and on the amount of equipment and equipment types to be serviced. Rates will be put in place for periods of 12 months. The actual number of PBXs and Electronic Key Systems covered by this agreement shall be initially defined by the DT-VTST. Reevaluation of equipment amounts will take place every threesix months. During each 12-month period, and before the above adjustment period for a determination of a new DT-VTST equipment count, the City shall have the sole option to delete or add, on an unlimited basis, TSS service coverage for new PBX and Electronic Key Systems with any corresponding adjunct, ancillary, and miscellaneous equipment.


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Deletions or additions of PBX and Electronic Key Systems shall affect the 12-month rate as follows. The City’s equipment inventory will be reevaluated each quarter calendar half (in January and July of each year) and the City’s rates will be adjusted either up or down going forward as appropriate. The City’s average equipment count over the threesix months preceding the reevaluation date will determine the City’s rate going forward for the next threesix months. If a service agreement has been in effect for less than threesix months at the time of reevaluation (again, January and July of each year), the City’s average monthly usage over the actual number of months of service preceding the reevaluation date will determine the City’s equipment count for rate purposes going forward for the next threesix months. 2.4.2. Specific Pricing Process The Proposal must contain a fixed monthly pricing for covered PBX and Electronic Key Systems; pricing will include all attached and associated adjunct, ancillary, and miscellaneous equipment (as defined by Exhibit IAttachment 3 - Updated 8-24-17). Supplier’s pricing shall be based on the specific generic type of Electronic Key System or PBX. The pricing shall be on a per-port basis for each type of system covered by the contract. Respondent shall provide pricing criteria by following the matrix outlined in Section ef448633985 \n \* MERGEFORMAT 0. 2.4.3. Specific Equipment Pricing See Exhibit IAttachment 3 - Equipment List Updated 8-24-17. Supplier’s PBX and Electronic Key System pricing shall include all specified TSS services as specified herein based upon the following types of equipment only: 2.4.3.1. PBX Price Description

1. Avaya G3S/SI PBX 2. Avaya G3R PBX 3. SX00 Systems 4. Non-Avaya PBX

2.4.3.2. Electronic Key System Price Description 1. Avaya MERLIN, LEGEND, MAGIX 2. Avaya PARTNER 3. Avaya SPIRIT

2.5. Adherence to Price Submissions Suppliers are requested to submit price quotations based on an initial two-year contract, with a City option to renew on an annual basis for up to two additional one-year periods. The extended years may be subject to price reductions upon mutual agreement of the parties. Proposals will be evaluated based on a three-year contract. Please note that it is Supplier’s responsibility to include in the proposed pricing all information requested including all costs associated with the provisioning of the TSS support services as specified in this RFP. No additional costs shall be paid other than those expressed in the pricing submission. 2.6. Non-Guarantee of Equipment Quantities No quantity of covered equipment is guaranteed through this RFP. The City’s voice network system is dynamic and constantly in the process of improvement and change. Suppliers are advised and cautioned that the information contained in attached Exhibit IAttachment 3 - Equipment List Updated 8-24-17 is subject to change and is not necessarily


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indicative of actual types or quantities of equipments that will be covered in a contract awarded as a result of this RFP. 2.7. City Use of Other Suppliers The City reserves the right to procure TSS services from other sources during the term of the agreement entered into as a result of this RFP. 2.8. City Right-of-Refusal for Supplier’s SubSuppliers The City reserves the right to refuse, for any reason the City deems appropriate, the services of any subSupplier retained by the Supplier. 2.9. City Right-of-Refusal for All Proposals The City reserves the right to refuse, for any reason the City deems appropriate, all Proposals. 2.10. Mark-up Cap for Services Performed by SubSuppliers The City may negotiate limits of Supplier pass-through charges for work to be performed by subSuppliers. In other words, the City seeks to limit the amount that Supplier may “mark up” subcontracting charges when passing those charges on to the City. The City will not accept a pass-through charge of greater than 15%. 2.11. Billing Requirements and Specifications 2.11.1. Overview

Supplier shall bill the City and County of San Francisco (CCSF) monthly for PBX maintenance/network management service charges (“Monthly Service Bill”). The Monthly Service Bill will contain the monthly service fee, meaning the total of the basic service charges for the entire account (i.e., the number of locations multiplied by the Contract rate per location). The Monthly Service Bill shall consist of one summary invoice at the City level providing all charges for CCSF departments collectively and be supported by invoice summaries at the department level.

1. The Monthly Service Bill shall be sent to the City on the first of each month. The

Monthly Service Bill shall be formatted as specified herein. The City will process one payment for the total Monthly Service Bill rather than paying the individual user bills for each department receiving service under the contract.

2. Except for those agencies listed in Section 5.5.13, Supplier shall submit all Monthly Service Bills to CCSF-Department of Technology (DT). Agencies listed that choose to use these contract services will make the necessary separate arrangements with the Supplier to meet their specific bill formats and requirement.

2.11.2. Billing Requirements – Other

a. No Late Payment Charges CCSF does not pay late payment charges.

b. No Service Interruption Supplier shall not interrupt service to CCSF, as this is a public safety issue.

c. CCSF – Priority Client Supplier shall make CCSF a priority client. In the event of an emergency or natural disaster, Supplier shall provide CCSF priority service. An SLA shall be provided by Supplier to outline service.


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d. Dedicated Billing Representative Supplier shall provide a dedicated billing representative which has a minimum of two (2) years experience working with large government agencies and/or clients. Direct access via a dedicated landline and extension, including e-mail access is required by CCSF.

e. Dedicated Single Point of Contact – Sales Supplier shall provide a dedicated sales manager to service the CCSF account which has a minimum of two (2) years experience working with large government agencies and/or clients. Direct access via a dedicated landline and extension, including e-mail access and wireless device is required by CCSF.

f. No Federal Excise Tax CCSF is exempt from paying Federal Excise Tax. Specific information will be provided upon award of contract. 2.11.3 Quarterly True-up Supplier shall provide CCSF with a Quarterly True-up to validate per port counts, by location, by CCSF department, with the associated charges. The True-up is required one week after the close of a quarter, based on the following business fiscal year calendar:

1. 1st Quarter - July thru September 2. 2nd Quarter - October thru December 3. 3rd Quarter - January thru March 4. 4th Quarter – April thru June

The Quarterly True-up shall contain a Summary Page which totals the details: 1. • CCSF Department Name 2. • Location 3. • Sold To 4. • Location 5. • Port Count 6. • Charge 7. • Service (i.e., 24x7, 8 X 5 etc) 8. • Changes in covered equipment

2.11.4. Other Services – Voice Network Technical Support Services

Requirements 1. Up-to-date ETN diagram, including node numbers, names and addresses, trunk groups, DCS clusters, DIDs, NDIDs (everything that is on the current diagram). A revised ETN diagram shall be provide by Supplier, whenever a new site is added. 2. EPN diagrams (these are expanded details from nodes on the ETN) 3. Single point of contact for questions on the ETN diagram, routing, costing, trunking, circuits, dialing patterns 4. Support for CDR from the PBXs - CDR recording options, record formats, external link to our data collection devices (SSR.nets) 5. Technical assistance for future enhancements and upgrades (for example, if we move towards VOIP, how will this be integrated within our ETN?)

2.11.5. CITY OFFICES BILLED DIRECTLY


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The following is a list of San Francisco agencies and departments that are billed by directly by the supplier for telephone services and equipment. This list may be revised at any time.

1. San Francisco International Airport


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III. Submission Requirements Time and Place for Submission of Proposals Proposals must be received by 4:00 p.m., on September 8th August 31, 2017. Postmarks will not be considered in judging the timeliness of submissions. Proposals may be delivered electronically via the City’s PeopleSoft system, or via email to: [email protected] Late submissions will not be considered.

A. Format Electronic Submit an electronic version of the proposal via email or the City’s PeopleSoft bidding

system. For word processing documents, the department prefers that text be unjustified (i.e., with

a ragged-right margin) and use a serif font (e.g., Times Roman, and not Arial), and that pages have margins of at least 1” on all sides (excluding headers and footers).

Please include a Table of Contents.

1. Adhere to the order of the Technical Response Checklist and to the page limits indicated in the checklist matrix.

2. Respond to each section individually and in order, titling each response with the

appropriate section heading and number. Responses may be a combination of narrative and sample information, as appropriate.

3. Explain whether and how the Supplier is able to provide each requirement and/or

service described in the Response Checklist. Suppliers may offer alternatives to the stated requirements that may promote efficiencies for the City in addition to those intended in the RFP. Any alternatives will be in addition to — not instead of — Respondent’s direct responses regarding its ability to the meet the stated requirements. The City will examine all alternatives and will consider whether they are relevant to the evaluation of the Proposal.

B. Content Firms interested in responding to this RFP must submit the following information in the

order specified below. Failure to include any items listed below shall result in proposal rejection due to non-responsiveness:

1. Introduction and Executive Summary Submit a letter of introduction and executive summary of the proposal.

The letter must be signed by a person authorized by your firm to obligate your firm to perform the commitments contained in the proposal. Submission of the


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letter will constitute a representation by your firm that your firm is willing and able to perform the commitments contained in the proposal.

2. Technical Response Checklist The following list identifies the sections of the RFP that require a

technical response. Suppliers must respond to each of these items to be considered.

RFP Section

Required Information Page Limit

1.A Provide a detailed description of Supplier’s understanding of the City’s TSS required services.

6

2.2.1 and subsections

Provide a detailed description of Supplier’s existing, fully established, secure, and functional voice network technical facility network control center facility and operation.

8


Provide a detailed description of Supplier’s understanding of the City’s voice telecommunications equipment requiring TSS coverage.

4

2.2.3. 2.2.4 and subsections

Provide a detailed description of Supplier’s approach to providing support services.

7


Provide a detailed description of the methods that Supplier will employ to provide trouble monitoring and resolution service to the equipment and systems described in this RFP.

No Limit


Provide a detailed description of Supplier’s approach to providing service response for the equipment identified in this RFP and the systems to be used to meet this requirement.

No Limit


Provide a detailed description of the procedures and equipment that will be provided by Supplier in order to meet the reporting requirements of the RFP.

3

2.2.9 and subsections 2.2.9.1-2.2.9.6

Describe Supplier’s relevant experience in providing the network and facility features and requirements specified in this RFP, and the proposed methods for meeting the requirements. Include a description of Supplier’s approach to providing software administration and to provisioning services to City equipment identified in this RFP. Include examples of administration screens and reports. Include a description of the software modifications that may be performed remotely by Supplier’s system.

No Limit


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RFP Section

Required Information Page Limit

2.2.9.8 Provide a detailed description of Supplier’s approach to disaster recovery.

3

2.2.10 through 2.2.12

Provide a description of how Supplier has provided these services for other customers.

5

2.2.13 Acknowledge that Supplier will provide a draft Service Level Agreement within the specified timeframe, containing specified detail.

1

2.3 and subsections

Provide a detailed description of Supplier’s plan to cut-over from the City’s existing support services, including a continuance of the City’s MSPs. Include a cut-over timeline with a detailed recommended cut-over plan.

No Limit

2.4 and subsections

Provide a detailed description of Supplier’s understanding of the proposal’s pricing algorithm. Confirm that all associated costs for TSS support services are contained within the cost proposal. Acknowledge that information contained in Appendices attached to this RFP is subject to change.

4

2.11 and subsections

Acknowledge that Supplier will provide billing services as described, and provide a narrative response to the “electronic billing” section with examples of invoices with clear and concise billing information and details of charges.

2

3. Pricing

a. Fill out the pricing columns on Attachment 3 – Equipment ListAttachment 3 - Equipment List Updated 8-24-17. If more columns are needed, please clearly mark the headers rows.

4. Firm Qualifications Provide information on your firm’s background and qualifications which

addresses the following: a. Name, address, and telephone number of a contact person; and b. A brief description of your firm, as well as how any joint venture

or association would be structured; and c. A description of not more than four projects similar in size and

scope prepared by your firm including client, reference and telephone numbers, staff members who worked on each project, budget, schedule and project summary. Descriptions should be limited to one page for each project. If joint consultants or sub-consultants are proposed provide the above information for each.

d. Financial statements for the past three years or tax returns for the past three years. (May be of any length.)


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5. Account Personnel

Responses must include resumes for the personnel who would be assigned to the City account. Resumes should include names, titles, business addresses, telephone numbers, a list of accounts currently represented, a list and description of relevant work experience and proof of the required length of experience (see below). Respondents must indicate whether each person described by submitted resumes is currently employed by the Respondent.

Responses must identify staff that will function as a SPOC in each of the specialties identified below. A separate, dedicated staff member must be identified for each specialty. In other words, the TSS Network Technicians performing help-desk technical work cannot also function as TSS Network Engineers performing the ETN-related functions. In particular, responses must identity the following staff members, with the indicated years of experience:

A. TSS Account Manager: A knowledgeable representative to be responsible for

the entire City service account. This individual must be well-versed in all management-related requirements covered under the RFP and must have a minimum of five years of recent and related experience with accounts of a size similar to the City’s.

B. TSS Technical Manager: A knowledgeable representative to be responsible

for all technical TSS service escalation and resolution issues. Must have a minimum of five years of recent and related experience with accounts of a size similar to the City’s.

C. TSS Network Technicians (Help Desk): Knowledgeable and fully qualified

(such as Avaya-certified) network technicians who will provide help desk coverage. TSS Network Technicians will be responsible for assuring 24/7/365 TSS service support including, but not limited to, help desk and trouble resolution, staffing, engineering and consultation support. All TSS network technicians must have a minimum of five years of current and comprehensive hands-on experience with large Avaya ETN networks (comprised of greater than 40 Avaya PBXs) containing specialized network routing and topology diversity. Experience must include proficiency in Avaya CM/PBX latest hardware and software, and Avaya legacy equipment, World Class Routing (WCR), ARS, AAR, PNA, DCS, etc.

D. TSS Network Engineers (ETN): Knowledgeable and fully qualified (such as

Avaya-certified) network engineers who will provide ETN network administration and engineering, including software development for the ETN. At a minimum, the Network Engineers performing this function shall have expert WCR ETN engineering design capability, and as well as being proficient in the engineering design of all Avaya networking requirements. Network Engineers providing ETN engineering will provide network planning and consultation, engineering design support, and initial and on-going routing (e.g., Lucent/Avaya-AAR, PNA, ARS, DCS, etc.) guide development and updates, up to and including version 6.x. These functions will be performed for all PBX equipment covered under the TSS service agreement. All TSS Network Engineers providing ETN engineering must have a minimum of five years of current and comprehensive hands-on experience with large Avaya ETN


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networks (comprised of greater than 40 Avaya PBXs) containing a specialized network and topology diversity.

6. References Provide references for the projects that comprise your minimum

qualifications. Bidder’s references will be used to confirm and verify that Bidder has met the minimum qualifications. Provide references for Avaya phone systems of similar size to the City. The references should include the name, address and telephone number of at least one but no more than three recent clients (preferably other public agencies).

By including these references, Bidders are representing that the references are familiar with Bidder’s work and experience, and references will be truthful in any representations.

7. Certification of Headquarters in Accordance with Administrative Code Chapter 12X.

Proposals should contain the following statement: “I certify that my company is headquartered at the following address __ ________________________. I will notify the City if my company's headquarters moves.”


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IV. Evaluation and Selection Criteria

A. Minimum Qualifications At least five years of current and continuous experience in providing voice network

management to systems of similar size and complexity as the City’s. Proven ability to support Avaya Technologies (Avaya) PBX and Key System equipment as described in RFP Section 2.2. Network Management Service Requirements.

Proposals should clearly demonstrate that the qualifications are met. Insufficient or incomplete information may result in a proposal being considered non-responsive.. If required information is complete, but the department determines that the Bidder does not meet minimum qualifications, Bidder may be deemed non-responsible.

B. Selection Criteria The proposals (select “will” or “may”) be evaluated by a selection committee comprised

of parties with expertise in Telecom Maintenance. The City intends to evaluate the proposals generally in accordance with the criteria itemized below. The 3 firms with the highest scoring proposals will be interviewed by the committee to make the final selection.


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1. Overall Evaluation Process The evaluation process will consists of the phases specified below with the following allocation of points

Evaluation Phase Maximum Points

Screening of Minimum Qualifications Pass/Fail

Written Proposal 35

Price 30

Oral Interview 35

TOTAL 100

Screening of Minimum Qualifications Each proposal will be reviewed for initial determinations on whether Bidder meets minimum qualifications referenced in Section IV of this RFP. Proposals will not be scored during the screening of Minimum Qualifications. This screening is simply a pass or fail determination as to whether the Bidder has met the minimum qualifications. A proposal that fails to meet the minimum qualifications will not be eligible for consideration in the evaluation process. The City reserves the right to request clarifications from Bidders prior to rejecting a proposal for failure to meet the minimum qualifications. Clarifications are limited exchanges between the City and Bidder for the purpose of clarifying certain aspects of the proposal and will not provide a Bidder the opportunity to revise or modify its proposals. Only proposals that meet the minimum qualifications can proceed to the next evaluation phases. Written Proposal Evaluation (35 points) The proposals will be evaluated by a selection committee comprised of parties with expertise in the needed services. The City intends to evaluate the proposals generally in accordance with the criteria itemized below.

a. Technical Response (25 points) i. Understanding of the Scope of Work and the tasks to be

performed, detailed in the Technical Response Checklist ii. Include troubleshooting and work flow metrics for

responding to both Minor and Major failures.

b. Assigned Staff (5 points)


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i. Recent experience of staff assigned and a description of the tasks to be performed by each staff person; and

ii. Professional qualifications and education; and iii. Workload, staff availability and accessibility.

c. Experience of Firm (5 points) i. Experience with similar size customers

Price Proposal (30 points) The City intends to award this contract to the firm that it considers will provide the best overall services. The City reserves the right to accept other than the lowest priced offer and to reject any proposals that are not responsive to this request. The Price Proposal score will be determined by the equation below and will be based on the total price proposal.

Score = (Lowest Proposed price / Bidder’s price) x 30 (max Price points possible)

Oral Interview (35 points) Following the evaluation of the written proposals and price proposals, both scores will then be tabulated and Bidders will be ranked starting with the Bidder receiving the highest score, then continuing with the Bidder receiving the second highest score, and so on. The 3 Bidders receiving the highest scores will be invited to an oral interview. The City will determine the format and the scoring criteria to be used during the interview. The interview will consist of standard questions asked of each of the Bidders. The selection panel will evaluate each Bidder based on their presentation and/or responses. After the oral interview, the City will combine all scores, rank the Bidders and select the highest ranked Bidder to enter into agreement with.


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V. Pre-proposal Conference and Contract award

A. Pre-Proposal Conference Bidders must attend the mandatory pre-proposal conference on August 15, 2017, at 10

AM to be held at the Mission Conference room at the City and County of San Francisco Department of Technology, 1 South Van Ness Ave 2nd Floor San Francisco, CA 94103All questions will be addressed at this conference and any available new information will be provided at that time. If you have further questions regarding the RFP, please contact the individual designated in Section VI.B.

Question and Answer Period Bidders shall submit all questions concerning this Request for Proposal by email only during the Question and Answer Period, ending August 2917, 2017 no later than 4 PM PST and directed to: [email protected] Questions and Answers will be posted publically. All questions concerning the RFP or process shall be submitted no later than 72 hours prior to the proposal deadline. Jason Renteria City and County of San Francisco Department of Technology [email protected] Please reference RFP No. DT RFP#2017-13 Telecommunciations Support Services The Pre-Proposal Conference will begin at the time specified, and company representatives are urged to arrive on time. Topics already covered will not be repeated for the benefit of late arrivals. Attendance of the Pre-bid Conference is mandatory for all Bidders, failure to attend shall exclude Bidders from this solicitation. A written Bid Addendum will execute any change or addition to the requirements contained in this RFP, as a result of the Pre-Proposal Conference. It is the responsibility of the Bidder to check for any RFP Addendums, Q&A postings, and other updates which will be posted on the City’s Bid and Contracts website:

http://mission.sfgov.org/OCABidPublication

B. Contract Award The Department of Technology will select a Bidder with whom the Department of

Technology staff shall commence contract negotiations. The selection of any proposal shall not imply acceptance by the City of all terms of the proposal, which may be subject to further negotiations and approvals before the City may be legally bound thereby. If a satisfactory contract cannot be negotiated in a reasonable time the Department of Technology in its sole discretion, may terminate negotiations with the highest ranked Bidder and begin contract negotiations with the next highest ranked Bidder.

mailto:[email protected]:[email protected]://mission.sfgov.org/OCABidPublication


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VI. Terms and Conditions for Receipt of Proposals

A. Errors and Omissions in RFP Bidders are responsible for reviewing all portions of this RFP. Bidders are to promptly

notify the Department, in writing, if the Bidder discovers any ambiguity, discrepancy, omission, or other error in the RFP. Any such notification should be directed to the Department promptly after discovery, but in no event later than 72 hours prior to the date that proposals are due. Modifications and clarifications will be made by addenda as provided below.

B. Inquiries Regarding RFP All inquiries regarding this RFP must sent either through PeopleSoft or via email to [email protected]. Inquiries made by any other means are not valid and will not receive a response.

Bidders shall submit all questions concerning this Contract Proposal, scope of services or requirements in writing by email only during the Question and Answer Period, ending August 2917, 2017 no later than 4 PM PST and directed to: [email protected]. All Bidder questions concerning the bid process shall be submitted no later than 72 hours prior to the bid deadline. Bidders who fail to do so will waive all further rights to protest, based on these specifications and conditions.

C. Objections to RFP Terms Should a Bidder object on any ground to any provision or legal requirement set forth in

this RFP, the Bidder must, not less than 72 hours prior to the RFP deadline, provide written notice to the Department setting forth with specificity the grounds for the objection. The failure of a Bidder to object in the manner set forth in this paragraph shall constitute a complete and irrevocable waiver of any such objection.

D. Change Notices The Department may modify the RFP, prior to the proposal due date, by issuing an

Addendum to the RFP, which will be posted on the website. The Bidder shall be responsible for ensuring that its proposal reflects any and all Bid Addendum(s) issued by the Department prior to the proposal due date regardless of when the proposal is submitted. Therefore, the City recommends that the Bidder consult the website frequently, including shortly before the proposal due date, to determine if the Bidder has downloaded all Bid Addendum(s). It is the responsibility of the Bidder to check for any Addendum, Questions and Answers, and updates, which will be posted on the City’s Bid and Contracts website: http://mission.sfgov.org/OCABidPublication

E. Term of Proposal Submission of a proposal signifies that the proposed services and prices are valid for 180

calendar days from the proposal due date and that the quoted prices are genuine and not the result of collusion or any other anti-competitive activity. At Bidder’s election, the proposal may remain valid beyond the 180 day period in the circumstance of extended negotiations.

F. Revision of Proposal A Bidder may revise a proposal on the Bidder’s own initiative at any time before the

deadline for submission of proposals. The Bidder must submit the revised proposal in the same

mailto:[email protected]:[email protected]://mission.sfgov.org/OCABidPublication


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manner as the original. A revised proposal must be received on or before, but no later than the proposal due date and time.

In no case will a statement of intent to submit a revised proposal, or commencement of a revision process, extend the proposal due date for any Bidder.

At any time during the proposal evaluation process, the Department may require a Bidder to provide oral or written clarification of its proposal. The Department reserves the right to make an award without further clarifications of proposals received.

G. Errors and Omissions in Proposal Failure by the Department to object to an error, omission, or deviation in the proposal

will in no way modify the RFP or excuse the Supplier from full compliance with the specifications of the RFP or any contract awarded pursuant to the RFP.

H. Financial Responsibility The City accepts no financial responsibility for any costs incurred by a firm in responding

to this RFP. Submissions of the RFP will become the property of the City and may be used by the City in any way deemed appropriate.

I. Bidder’s Obligations under the Campaign Reform Ordinance Bidders must comply with Section 1.126 of the S.F. Campaign and Governmental

Conduct Code, which states: No person who contracts with the City and County of San Francisco for the rendition of

personal services, for the furnishing of any material, supplies or equipment to the City, or for selling any land or building to the City, whenever such transaction would require approval by a City elective officer, or the board on which that City elective officer serves, shall make any contribution to such an officer, or candidates for such an office, or committee controlled by such officer or candidate at any time between commencement of negotiations and the later of either (1) the termination of negotiations for such contract, or (2) three months have elapsed from the date the contract is approved by the City elective officer or the board on which that City elective officer serves.

If a Bidder is negotiating for a contract that must be approved by an elected local officer or the board on which that officer serves, during the negotiation period the Bidder is prohibited from making contributions to:

• the officer’s re-election campaign • a candidate for that officer’s office • a committee controlled by the officer or candidate. The negotiation period begins with the first point of contact, either by telephone, in

person, or in writing, when a Supplier approaches any city officer or employee about a particular contract, or a city officer or employee initiates communication with a potential Supplier about a contract. The negotiation period ends when a contract is awarded or not awarded to the Supplier. Examples of initial contacts include: (1) a Supplier contacts a city officer or employee to promote himself or herself as a candidate for a contract; and (2) a city officer or employee contacts a Supplier to propose that the Supplier apply for a contract. Inquiries for information about a particular contract, requests for documents relating to a Request for Proposal, and requests to be placed on a mailing list do not constitute negotiations.

Violation of Section 1.126 may result in the following criminal, civil, or administrative penalties:


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1. Criminal. Any person who knowingly or willfully violates section 1.126 is subject to a fine of up to $5,000 and a jail term of not more than six months, or both.

2. Civil. Any person who intentionally or negligently violates section 1.126 may be held liable in a civil action brought by the civil prosecutor for an amount up to $5,000.

3. Administrative. Any person who intentionally or negligently violates section 1.126 may be held liable in an administrative proceeding before the Ethics Commission held pursuant to the Charter for an amount up to $5,000 for each violation.

For further information, Bidders should contact the San Francisco Ethics Commission at (415) 581-2300.

J. Sunshine Ordinance In accordance with S.F. Administrative Code Section 67.24(e), Suppliers’ bids, responses

to RFPs and all other records of communications between the City and persons or firms seeking contracts shall be open to inspection immediately after a contract has been awarded. Nothing in this provision requires the disclosure of a private person’s or organization’s net worth or other proprietary financial data submitted for qualification for a contract or other benefits until and unless that person or organization is awarded the contract or benefit. Information provided which is covered by this paragraph will be made available to the public upon request.

K. Public Access to Meetings and Records If a Bidder is a non-profit entity that receives a cumulative total per year of at least

$250,000 in City funds or City-administered funds and is a non-profit organization as defined in Chapter 12L of the S.F. Administrative Code, the Bidder must comply with Chapter 12L. The Bidder must include in its proposal (1) a statement describing its efforts to comply with the Chapter 12L provisions regarding public access to Bidder’s meetings and records, and (2) a summary of all complaints concerning the Bidder’s compliance with Chapter 12L that were filed with the City in the last two years and deemed by the City to be substantiated. The summary shall also describe the disposition of each complaint. If no such complaints were filed, the Bidder shall include a statement to that effect. Failure to comply with the reporting requirements of Chapter 12L or material misrepresentation in Bidder’s Chapter 12L submissions shall be grounds for rejection of the proposal and/or termination of any subsequent Agreement reached on the basis of the proposal.


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L. Reservations of Rights by the City The issuance of this RFP does not constitute an agreement by the City that any contract

will actually be entered into by the City. The City expressly reserves the right at any time to: 1. Waive or correct any defect or informality in any response, proposal, or

proposal procedure; 2. Reject any or all proposals; 3. Reissue a Request for Proposals; 4. Prior to submission deadline for proposals, modify all or any portion of

the selection procedures, including deadlines for accepting responses, the specifications or requirements for any materials, equipment or services to be provided under this RFP, or the requirements for contents or format of the proposals;

5. Procure any materials, equipment or services specified in this RFP by any other means; or

6. Determine that no project will be pursued. M. No Waiver No waiver by the City of any provision of this RFP shall be implied from any failure by

the City to recognize or take action on account of any failure by a Bidder to observe any provision of this RFP.

N. Local Business Enterprise Goals and Outreach The requirements of the Local Business Enterprise and Non-Discrimination in

Contracting Ordinance set forth in Chapter 14B of the San Francisco Administrative Code as it now exists or as it may be amended in the future (collectively the “LBE Ordinance”) shall apply to this RFP.

Each solicitation process requires a new submittal of CMD Attachment 3 forms at the following link, located under the heading “Attachment 3: General Services Contracts”: (Attachment 2 to this RFP)

http://www.sfgsa.org/index.aspx?page=6135 (1) Form 2A-CMD Contract Participation Form (2) Form 2B- CMD “Good Faith Outreach” Requirements Form (3) Form 3- CMD Non-Discrimination Affidavit (4) Form 4- CMD Joint Venture Form (if applicable), and (5) Form 5- CMD Employment Form

Please submit Forms 2A, 2B, 3 and 5 (and Form 4 if Joint Venture response) with your

Response Package. The forms should be part of the “Original” of your response. The forms should have original signatures.

http://www.sfgsa.org/index.aspx?page=6135


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If these forms are not returned with the response, the response may be determined to be non-responsive and may be rejected.

1. Local Business Enterprise Goals and Outreach The requirements of the Local Business Enterprise (LBE) and Non-

Discrimination in Contracting Ordinance set forth in Chapter 14B of the S.F. Administrative Code as it now exists or as it may be amended in the future (collectively the “LBE Ordinance”) shall apply to this solicitation. More information regarding these requirements can be found at:

http://www.sfgov.org/cmd 2. LBE Sub-consultant Participation Requirement Please refer to San Francisco Administrative Code Chapter 14B and CMD

Attachment 3 (Attachment 2 to this RFP) for information concerning the City's LBE program. The LBE sub-consulting goal is 4% of the total value of the goods and/or

services to be procured. Sub-consulting goals can only be met with CMD-certified Small or Micro-LBEs located in San Francisco.

3. Link to LBE Sub-consultant Directory This link takes you to a directory of current Local Business Enterprises. http://mission.sfgov.org/hrc_certification/ 4. Good Faith Outreach to Select LBE Sub-consultants Each firm responding to this solicitation shall demonstrate in its response that it

has used good-faith outreach to select LBE sub-consultants as set forth in S.F. Administrative Code §§14B.8 and 14B.9, and shall identify the particular LBE sub-consultants solicited and selected to be used in performing the contract. For each LBE i