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  • 1. STATE OF ALASKA Department Of Administration Enterprise Technology Services 333 Willoughby Avenue, 5th Floor Juneau, AK 99811-0206 Request For Proposals RFP 2007-0200-6921 Date of Issue: April 13, 2007 Title and Purpose of RFP: Core Telecommunications Services Offerors Are Not Required to Return This Document. Important Notice : If you received this solicitation from the State of Alaska’s “Online Public Notice” web site, you must register with the Procurement Officer listed in this document to receive subsequent amendments. Failure to contact the Procurement Officer may result in the rejection of your offer. Guy Crockroft Procurement Officer Department Of Administration Enterprise Technology Services RFP 2007-0200-6921
  • 2. Core Telecommunications Services TABLE OF CONTENTS SECTION TWO..........................................................................................................................................................10 STANDARD PROPOSAL INFORMATION...........................................................................................................10 SECTION THREE......................................................................................................................................................20 STANDARD CONTRACT INFORMATION..........................................................................................................20 SECTION FOUR........................................................................................................................................................24 BACKGROUND INFORMATION...........................................................................................................................24 VOICE OVER INTERNET PROTOCOL (VOIP)......................................................................................................................31 DEDICATED CIRCUITS (COPPER, FIBER, MICROWAVE OR OTHER), ARE PROVIDED BY ETS TO STATE AGENCIES FOR DATA, VIDEO AND VOICE TRAFFIC. THIS INCLUDES A VARIETY OF BROADBAND ACCESS (DIAL-UP, CABLE MODEM, DSL OR WIRELESS), VIRTUAL PRIVATE NETWORK OR OTHER NETWORK SERVICES CONTRACTED FOR, PARTNERED WITH OR PROVIDED BY THE STATE OF ALASKA, INCLUDING INTERNET ACCESS AND NETWORK CONNECTIONS TO STATE COMPUTERS. .................................................37 SECTION FIVE .........................................................................................................................................................39 SCOPE OF WORK.....................................................................................................................................................39 SECTION SIX ............................................................................................................................................................73 PROPOSAL FORMAT AND CONTENT................................................................................................................73 ATTACHMENT 2 STANDARD CONTRACT FORM...............................................................................14 GENERAL CONDITIONS........................................................................................................................................16 RFP 2007-0200-6921 Page i 5/31/10
  • 3. Core Telecommunications Services RFP 2007-0200-6921 SECTION ONE INTRODUCTION AND INSTRUCTIONS 1.01 Return Mailing Address, Contact Person, Telephone, Fax Numbers and Deadline for Receipt of Proposals Offerors must submit, in writing, eight hard copies of their proposal and a single electronic version on CD, in Microsoft Word 2003 format to the Procurement Officer in a sealed envelope. Offerors must also submit one hard copy of the cost proposal and one copy on CD in a separate envelope. Each envelope must be clearly marked with RFP Number, Title, Date, and Offeror’s name on the outside of the package. The proposal must be addressed as set out below. Department of Administration Enterprise Technology Services Attention: Guy Crockroft RFP Number: 2007-0200-6921 Project Name: Core Telecommunications Services 333 Willoughby Avenue, 5th Floor Juneau, AK 99811-0206 Proposals must be received no later than 4:30 PM, Alaska prevailing time on May 11, 2007. Oral proposals are not acceptable. General directions regarding the proposal content and format can be found in Section 6.01. An Offeror's failure to submit the proposal prior to the deadline will cause the proposal to be disqualified. Late proposals or amendments will not be opened or accepted for evaluation. PROCUREMENT OFFICER: Guy Crockroft. - PHONE # 907-465-5758 - FAX # 907-465-3450 - TDD # 907-465-5744 One Request for Proposal (RFP) is provided by the State. Additional RFPs may be purchased for the cost of reproduction, $.25 per page. 1.02 Contract Term and Work Schedule The contract term and work schedule set out herein represents the State's best estimate of the schedule that will be followed. If a component of this schedule, such as the opening date, is delayed, the rest of the schedule will be shifted by the same number of days. The length of the contracts will be three (3) years from the date of award, with three (3) one-year optional renewals at the sole discretion of the State. RFP 2007-0200-6921 Page 1 5/31/10
  • 4. Core Telecommunications Services RFP 2007-0200-6921 The approximate contract schedule is as follows; [a] Issue RFP 4/13/07 [b] Pre-Proposal Conference 4/30/07 [c] Deadline for receipt of proposals 5/11/07 [d] Proposal Evaluation Committee completes evaluation by 5/21/07 [e] State issues Notice of Intent to Award a Contract 5/21/07 [f] State issues contract 6/4/07 [g] Contracts start 6/18/07 [h] Contract period ends 6/17/10 1.03 Purpose of the RFP It is the intent of this RFP to contract with a qualified firm that can provide core voice, video, data and help center services for the State of Alaska. The state will award a single contract for all bundles to the offeror that submits the most advantageous proposal, as determined per the evaluation criteria in Section 7. 1.04 Budget The Department of Administration, Enterprise Technology Services (ETS), estimates a maximum amount of $10,000,000 per year for work issued as a result of this contract. The maximum amount for the initial three year contract is $30,000,000. The maximum amount for each of the three annual options is $10,000,000 per year. However, the State guarantees no minimum or maximum dollar amounts. The State reserves the right to amend any contract within the allowances of 2AAC12.485 to increase or decrease the dollar amount based upon allocated funding and work required. 1.05 Location of Work Work will be performed at State of Alaska locations throughout the State. RFP 2007-0200-6921 Page 2 5/31/10
  • 5. Core Telecommunications Services RFP 2007-0200-6921 By signature on their proposal, the offeror certifies that: (a) all services provided under this contract by the contractor and all subcontractors shall be performed in the United States; (b) the offeror is not established and headquartered or incorporated and headquartered, in a country recognized as Tier 3 in the most recent United States Department of State’s Trafficking in Persons Report; or (c) if the offeror is established and headquartered or incorporated and headquartered, in a country recognized as Tier 3 in the most recent United States Department of State’s Trafficking in Persons Report, a certified copy of the offeror’s policy against human trafficking must be submitted to the State of Alaska prior to contract award. The most recent United States Department of State’s Trafficking in Persons Report can be found at the following website: http://www.state.gov/g/tip/. Failure to comply with (a) and/or either (b) or (c) of this requirement will cause the state to reject the bid or proposal as non-responsive, or cancel the contract. 1.06 Assistance to Offerors with a Disability Offerors with a disability may receive accommodation regarding the means of communicating this RFP or participating in the procurement process. For more information contact the Procurement Officer no later than ten days prior to the deadline set for receipt of proposals. 1.07 Required Review Offerors should carefully review this solicitation for defects and questionable or objectionable matter. Comments concerning defects and objectionable material must be made in writing and received by the Procurement Officer at least ten days before the proposal opening. This will allow issuance of any necessary amendments. It will also help prevent the opening of a defective solicitation and exposure of Offeror's proposals upon which award could not be made. Protests based on any omission or error, or on the content of the solicitation, will be disallowed if these faults have not been brought to the attention of the Procurement Officer, in writing, at least ten days before the time set for opening. 1.08 Questions Received Prior to Opening of Proposals All questions must be in writing and directed to the issuing office, addressed to the Procurement Officer. Telephone conversations must be confirmed in writing by the interested party. RFP 2007-0200-6921 Page 3 5/31/10
  • 6. Core Telecommunications Services RFP 2007-0200-6921 Two types of questions generally arise. One may be answered by directing the questioner to a specific section of the RFP. These questions may be answered over the telephone. Other questions may be more complex and may require a written amendment to the RFP. The Procurement Officer will make that decision. 1.09 Amendments If an amendment is issued, it will be provided to all who were mailed a copy of the RFP and to those who have registered with the Procurement Officer as having downloaded the RFP from the State of Alaska Online Public Notice web site. 1.10 Alternate Proposals Offerors may only submit one proposal for evaluation. In accordance with 2 AAC 12.830 alternate proposals (proposals that offer something different than what is asked for) will be rejected. 1.11 Right of Rejection Offerors must comply with all of the terms of the RFP, the State Procurement Code (AS 36.30), and all applicable local, State, and federal laws, codes, and regulations. The Procurement Officer may reject any proposal that does not comply with all of the material and substantial terms, conditions, and performance requirements of the RFP. Offerors may not qualify their proposal nor restrict the rights of the State. If an Offeror does so, the Procurement Officer may determine the proposal to be a non-responsive counter-offer and the proposal may be rejected. Minor informalities that do not affect responsiveness: •are merely a matter of form or format, •do not change the relative standing or otherwise prejudice other offers, •do not change the meaning or scope of the RFP, •are trivial, negligible, or immaterial in nature, •do not reflect a material change in the work; or, •do not constitute a substantial reservation against a requirement or provision, may be waived by the Procurement Officer. RFP 2007-0200-6921 Page 4 5/31/10
  • 7. Core Telecommunications Services RFP 2007-0200-6921 The State reserves the right to refrain from making an award if it determines that to be in its best interest. A proposal from a suspended or debarred Offeror shall be rejected. 1.12 State Not Responsible for Preparation Costs The State will not pay any cost associated with the preparation, submittal, presentation, or evaluation of any proposal. 1.13 Disclosure of Proposal Contents All proposals and other material submitted become the property of the State of Alaska and may be returned only at the State's option. AS 40.25.110 requires public records to be open to reasonable inspection. All proposal information, including detailed price and cost information, will be held in confidence during the evaluation process and prior to the time a Notice of Intent to Award is issued. Thereafter, proposals will become public information. Trade secrets and other proprietary data contained in proposals may be held confidential if the Offeror requests, in writing, that the Procurement Officer does so, and if the Procurement Officer agrees, in writing, to do so. Material considered confidential by the Offeror must be clearly identified and the Offeror must include a brief statement that sets out the reasons for confidentiality. 1.14 Subcontractors Subcontractors may be used to perform work under this contract. If an offeror intends to use subcontractors, the offeror must identify in the proposal the names of the subcontractors and the portions of the work the subcontractors will perform. If a proposal with subcontractors is selected, the offeror must provide the following information concerning each prospective subcontractor within five working days from the date of the state's request: (a) complete name of the subcontractor; (b) complete address of the subcontractor; (c) type of work the subcontractor will be performing; (d) percentage of work the subcontractor will be providing; (e) evidence, as set out in the relevant section of this RFP, that the subcontractor holds a valid Alaska business license; and RFP 2007-0200-6921 Page 5 5/31/10
  • 8. Core Telecommunications Services RFP 2007-0200-6921 (f) a written statement, signed by each proposed subcontractor, that clearly verifies that the subcontractor is committed to render the services required by the contract. An offeror's failure to provide this information, within the time set, may cause the state to consider their proposal non-responsive and reject it. The substitution of one subcontractor for another may be made only at the discretion and prior written approval of the project director. 1.15 Joint Ventures Joint ventures may be used to qualify for award under this RFP if one of the venture partners is designated as the ‘managing partner’. The ‘managing partner’ must be the venture’s contact point for the state and be responsible for the joint venture’s performance under the contract. If a joint venture is proposed, a copy of the joint venture agreement which identifies the principles involved and their rights and responsibilities regarding performance and payment must be submitted with the proposal. 1.16 Offeror's Certification By signature on their proposal, Offerors certify that they comply with: [a] the laws of the State of Alaska, [b] the applicable portion of the Federal Civil Rights Act of 1964, [c] the Equal Employment Opportunity Act and the regulations issued thereunder by the federal government, [d] the Americans with Disabilities Act of 1990, and the regulations issued thereunder by the federal government, [e] all terms and conditions set out in this RFP, [f] a condition that the proposal submitted was independently arrived at, without collusion, under penalty of perjury, and [g] that their offers will remain open and valid for at least 120 days. [h] that programs, services, and activities provided to the general public under the resulting contract are in conformance with the Americans with Disabilities Act of 1990, and the regulations issued thereunder by the federal government. RFP 2007-0200-6921 Page 6 5/31/10
  • 9. Core Telecommunications Services RFP 2007-0200-6921 If any Offeror fails to comply with [a] through [h] of this paragraph, the State reserves the right to disregard the proposal, terminate the contract, or consider the contractor in default. 1.17 Conflict of Interest Each proposal shall include a statement indicating whether or not the Offeror or any individuals working on the contract has a possible conflict of interest (e.g., employed by the State of Alaska) and, if so, the nature of that conflict. The Commissioner, Department of Administration, reserves the right to cancel the award if any interest disclosed from any source could either give the appearance of a conflict or cause speculation as to the objectivity of the program to be developed by the Offeror. The Commissioner's determination regarding any questions of conflict of interest shall be final. 1.18 Right to Inspect Place of Business At reasonable times, the State may inspect those areas of the contractor's place of business that are related to the performance of a contract. If the State makes such an inspection, the contractor must provide reasonable assistance. 1.19 Solicitation Advertising Public notice has been provided in accordance with 2 AAC 12.220. 1.20 News Releases News releases related to this RFP will not be made without prior approval of the Commissioner of Administration, and then only in coordination with the Project Director. 1.21 Assignment Per 2 AAC 12.480, the contractor may not transfer or assign any portion of the contract without prior written approval from the chief Procurement Officer or the head of the purchasing agency. 1.22 Disputes RFP 2007-0200-6921 Page 7 5/31/10
  • 10. Core Telecommunications Services RFP 2007-0200-6921 Any dispute arising out of this agreement will be resolved under the laws of Alaska. Any appeal of an administrative order or any original action to enforce any provision of this agreement or to obtain relief from or remedy in connection with this agreement may be brought only in the Superior Court for the State of Alaska. 1.23 Severability If any provision of the contract or agreement is declared by a court to be illegal or in conflict with any law, the validity of the remaining terms and provisions will not be affected; and, the rights and obligations of the parties will be construed and enforced as if the contract did not contain the particular provision held to be invalid. 1.24 Federal Requirements The Offeror must identify all known federal requirements that apply to the proposal, the evaluation, or the contract. 1.25 Definitions When used in this RFP, the following terms have these meanings: Bandwidth: refers to transmission speeds and/or frequency ranges DS1 – Digital Signal Level 1, also known as T1 - The line speed is always consistent at 1.544 Mbps, but the payload can vary greatly DS3 – WAN speeds- a DS3 (Digital Signal Level 3) equates to 28 T1 lines, roughly 43-45 Mbps in upstream/downstream speeds and/or 672 simultaneous voice conversations. It takes approximately 24 minutes to send a 10 megabyte file over 56K lines; 53 seconds using a T1, and one second over a DS3. The current proposed minimum standard is T1. OC3 – Optical Carrier – 84dsls or three DS3’s – 155Mbps CNCC- tier two provider alert and response team CoIP- Communications over Internet protocol Core- Basic data, phone and video service Data Centers – Physical plant for servers/services which are co-located with Network Operating Centers (NOCs) ADCA – Alaska Data Center Anchorage RFP 2007-0200-6921 Page 8 5/31/10
  • 11. Core Telecommunications Services RFP 2007-0200-6921 ADCF – Alaska Data Center Fairbanks ADCJ – Alaska Data Center Juneau EPR – Enterprise Productivity Rate; SOA internal chargeback based on staff positions ETS – Enterprise Technology Services; Executive branch agency responsible for infrastructure and enterprise services, including Telecommunications. Referred to throughout this document as The State. Help Center Tier One – initial call in provider & number for dispatch/response; initial classification, creation of work order and referral service to tier two technical staff. IMACD – Installations, Moves, Adds, Changes and Deletions to services IVR- Interactive Voice Response LEC- Local Exchange Carrier MICB –Meridian Interface Conference Bridge; SOA PBX scheduling system for audio conferencing NOC – Network Operating Center; physical plant node for all data, voice and video services NSI – Network Security Initiative Operations Help Centers (SOA) – secondary tier one dispatch referral, response service and SLA monitors PBX- Private Branch Exchange POP – Point of presence PSTN – Public Switched Telephone Network; refers to the traditional interconnection and routing of audio (phone) traffic RFP – Request For Proposals; State of Alaska’s solicitation/bid document for requesting services RPE/RIPE/MCR – Remote Peripheral Equipment, Remote Intelligent Peripheral Equipment, Mini- Carrier Remote: used to extend a large number of phone lines from the PBX to a remote location. ROUTERS: Core Network- refers to physical and logical plant, routers and switches in Anchorage, Juneau and Fairbanks which constitute backbone services and large population centers for data, voice and video delivery. Anchorage: 5700 and 5900 E. Tudor Road, 3300 Fairbanks Street, 3601 C Street and 550 W. 7th Avenue (Atwood Building). Fairbanks: 2301 Peger Road (SATS hut and PBX Room) and 675 7th Ave (Fairbanks Regional Office Building, or “FROB” and GCI NOC. Juneau: 5th Floor State Office Building, 333 Willoughby Avenue. These facilities are connected at DS3 speeds or better. RFP 2007-0200-6921 Page 9 5/31/10
  • 12. Core Telecommunications Services RFP 2007-0200-6921 Distribution Router – refers to the main, incoming hub router(s) and circuits from core network to 70 communities Access or Edge Router – endpoint router/switches in LANs in office locations within cities. SOA – State of Alaska Tier Two Technical Support – Provider, ETS, contractor or State agency staff who respond to USD requests USD- CA’s Universal Service Desk – State of Alaska’s online work order system for projects, IMACD and trouble tickets; used for all service requests VoIP or IPT – Voice Over Internet Protocol; Internet Protocol Telephony; used to indicate phone systems or converged networks VPN – Virtual Private Network VTC – Video Teleconferencing VTN- Virtual Telephony Network WAN – Wide Area converged Network; inclusive of voice, data and video services over both state and commercial carrier circuits and nodes. 1.26 Charts, Graphs, Estimates and Related Material The charts, graphs, estimates and related materials set out in Sections 4 and 5 of the RFP are being provided for the sole purpose of assisting offerors in preparing their proposals. All figures given are estimates only and are provided to proposers to facilitate common base-line calculations. They are not a warranty or indication as to amount or trend and no reliance on them may be inferred by a pro- poser. SECTION TWO STANDARD PROPOSAL INFORMATION 2.01 Authorized Signature RFP 2007-0200-6921 Page 10 5/31/10
  • 13. Core Telecommunications Services RFP 2007-0200-6921 All proposals must be signed by an individual authorized to bind the Offeror to the provisions of the RFP. Proposals must remain open and valid for at least one hundred twenty (120) days from the opening date. 2.02 Pre- proposal Conference A pre-proposal conference will be held on Monday, April 30, 2007, at 1:30 p.m. in the large conference room on the 18th floor of the Atwood Building, 550 W 7th Avenue, Anchorage, Alaska. The purpose of the conference is to discuss the work to be performed with the prospective offerors and allow them to ask questions concerning the RFP. Prospective Offerors are invited to attend in person or participate via teleconference by phoning 907-465-1100 at 1:30 pm Alaska Time on April 30, 2007. Questions and answers will be transcribed and sent to prospective offerors as soon as possible after the meeting in the form of an RFP amendment. Offerors with a disability needing accommodation should contact the Procurement Officer prior to the date set for the pre-proposal conference so that reasonable accommodation can be made. 2.03 Site Inspection The State may conduct on-site visits to evaluate the Offeror's capacity to perform the contract. Offerors must agree, at risk of being found non-responsive and having their proposal rejected, to provide the State reasonable access to relevant portions of their work sites. Site inspection will be made by individuals designated by the Procurement Officer at the State's expense. 2.04 Amendments to Proposals Amendments to or withdrawals of proposals will only be allowed if acceptable requests are received prior to the deadline set for receipt of proposals. No amendments or withdrawals will be accepted after the deadline unless they are in response to the State's request in accordance with 2 AAC 12.290. 2.05 Supplemental Terms and Conditions Proposals including supplemental terms and conditions will be accepted, but supplemental conditions that conflict with those contained in this RFP or that diminish the State's rights under any contract resulting from the RFP will be considered null and void. The State is not responsible for identifying conflicting supplemental terms and conditions before issuing a contract award. After award of contract: [a] if conflict arises between a supplemental term or condition included in the proposal and a term or condition of the RFP, the term or condition of the RFP will prevail; and RFP 2007-0200-6921 Page 11 5/31/10
  • 14. Core Telecommunications Services RFP 2007-0200-6921 [b] if the State's rights would be diminished as a result of application of a supplemental term or condition included in the proposal, the supplemental term or condition will be considered null and void. 2.06 Clarification of Offers In order to determine if a proposal is reasonably susceptible for award, communications by the Procurement Officer or the proposal evaluation committee are permitted with an Offeror to clarify uncertainties or eliminate confusion concerning the contents of a proposal. Clarifications may not result in a material or substantive change to the proposal. The evaluation by the Procurement Officer or the proposal evaluation committee may be adjusted as a result of a clarification under this section. 2.07 Discussions with Offerors The State may conduct discussions with Offerors for the purpose of clarification in accordance with AS 36.30.240 and 2 AAC 12.290. The purpose of these discussions will be to ensure full understanding of the requirements of the RFP and proposal. Discussions will be limited to specific sections of the RFP identified by the Procurement Officer. Discussions will only be held with Offerors who have submitted a proposal deemed reasonably susceptible for award by the Procurement Officer. Discussions, if held, will be after initial evaluation of proposals by the Proposal Evaluation Committee (PEC). If modifications are made as a result of these discussions they will be put in writing. Following discussions, the Procurement Officer may set a time for best and final proposal submissions from those Offerors with whom discussions were held. Proposals may be reevaluated after receipt of best and final proposal submissions. If an Offeror does not submit a best and final proposal or a notice of withdrawal, the Offeror’s immediately previous proposal is considered the Offeror’s best and final proposal. Offerors with a disability needing accommodation should contact the Procurement Officer prior to the date set for discussions so that reasonable accommodation can be made. Any oral modification of a proposal must be reduced to writing by the Offeror. 2.08 Prior Experience In order for the proposal to be considered responsive to this RFP, Offerors and their proposed subcontractors must demonstrate they meet the minimum qualifications outlined in Section 6 of this RFP. An Offeror's failure to meet these minimum prior experience requirements will cause the proposal to be considered non-responsive and their proposal will be rejected. 2.09 RFP 2007-0200-6921 Page 12 5/31/10
  • 15. Core Telecommunications Services RFP 2007-0200-6921 Evaluation of Proposals A Proposal Evaluation Committee (PEC) made up of the Procurement Officer and at least two State employees or public officials, will evaluate proposals. The evaluation will be based solely on the evaluation factors set out in Section 7 of this RFP. After receipt of proposals, if there is a need for any substantial clarification or material change in the RFP, an amendment will be issued. The amendment will incorporate the clarification or change, and a new date and time established for new or amended proposals. Evaluations may be adjusted as a result of receiving new or amended proposals. 2.10 Vendor Tax ID A valid Vendor Tax ID must be submitted to the issuing office with the proposal or within five days of the State's request. 2.11 F.O.B. Point All goods purchased through this contract will be F.O.B. final destination. Unless specifically stated otherwise, all the prices offered must include the delivery costs to any location within the State of Alaska. 2.12 Alaska Business License and Other Required Licenses At the time the proposals are opened, all offerors must hold a valid Alaska business license and any necessary applicable professional licenses required by Alaska Statute. Proposals must be submitted under the name as appearing on the person’s current Alaska business license in order to be considered responsive. Offerors should contact the Department of Community and Economic Development, Division of Corporations, Business, and Professional Licensing, P. O. Box 110806, Juneau, Alaska 99811-0806, for information on these licenses. Offerors must submit evidence of a valid Alaska business license with the proposal. An offeror's failure to submit this evidence with the proposal will cause their proposal to be determined non- responsive. Acceptable evidence that the offeror possesses a valid Alaska business license may consist of any one of the following: (a) copy of an Alaska business license with the correct SIC code; RFP 2007-0200-6921 Page 13 5/31/10
  • 16. Core Telecommunications Services RFP 2007-0200-6921 (b) certification on the proposal that the offeror has a valid Alaska business license and has included the license number in the proposal; (c) a canceled check for the Alaska business license fee; (d) a copy of the Alaska business license application with a receipt stamp from the state's occupational licensing office; or (e) a sworn and notarized affidavit that the offeror has applied and paid for the Alaska business license. You are not required to hold a valid Alaska business license at the time proposals are opened if you possess one of the following licenses and are offering services or supplies under that specific line of business: • fisheries business licenses issued by Alaska Department of Revenue or Alaska De- partment of Fish and Game, • liquor licenses issued by Alaska Department of Revenue for alcohol sales only, • insurance licenses issued by Alaska Department of Commerce, Community and Eco- nomic Development, Division of Insurance, or • mining licenses issued by Alaska Department of Revenue. 2.13 Application of Preferences Certain preferences apply to all contracts for professional services, regardless of their dollar value. The Alaskan Bidder and Offeror preferences are the two most common preferences involved in the RFP process. Additional preferences that may apply to this procurement are listed below. Guides that contain excerpts from the relevant statutes and codes, explain when the preferences apply and provide examples of how to calculate the preferences are available at the Department of Administration, Division of General Services’ web site: http://www.state.ak.us/local/akpages/ADMIN/dgs/policy.htm Alaska Products Preference - AS 36.30.332 Recycled Products Preference - AS 36.30.337 Local Agriculture and Fisheries Products Preference - AS 36.15.050 Employment Program Preference - AS 36.30.170(c) RFP 2007-0200-6921 Page 14 5/31/10
  • 17. Core Telecommunications Services RFP 2007-0200-6921 Alaskans with Disability Preference - AS 36.30.170 (e) Employers of People with Disabilities Preference - AS 36.30.170 (f) The Division of Vocational Rehabilitation in the Department of Labor and Workforce Development keeps a list of qualified employment programs; a list of individuals who qualify as persons with a disability; and a list of persons who qualify as employers with 50 percent or more of their employees being disabled. A person must be on this list at the time the bid is opened in order to qualify for a preference under this section. As evidence of an individual's or a business' right to a certain preference, the Division of Vocational Rehabilitation will issue a certification letter. To take advantage of the Employment Program Preference, Alaskans with Disability Preference or Employers of People with Disabilities Preference described above, an individual or business must be on the appropriate Division of Vocational Rehabilitation list at the time the proposal is opened, and must provide the Procurement Officer a copy of their certification letter. Offerors must attach a copy of their certification letter to the proposal. The Offeror's failure to provide the certification letter mentioned above with the proposal will cause the State to disallow the preference. 2.14 5 Percent Alaskan Bidder Preference 2 AAC 12.260 & AS 36.30.170 An Alaskan Bidder Preference of five percent will be applied prior to evaluation. The preference will be given to an Offeror who: (a) holds a current Alaska business license; (b) submits a proposal for goods or services under the name on the Alaska business license; (c) has maintained a place of business within the State staffed by the Offeror, or an employee of the Offeror, for a period of six months immediately preceding the date of the proposal; (d) is incorporated or qualified to do business under the laws of the state, is a sole proprietorship and the proprietor is a resident of the state, is a limited liability company organized under AS 10.50 and all members are residents of the state, or is a partnership under AS 32.05 or AS 32.11 and all partners are residents of the state; and (e) if a joint venture, is composed entirely of entities that qualify under (a)-(d) of this subsection. Alaskan Bidder Preference Affidavit In order to receive the Alaskan Bidder Preference, proposals must include an affidavit certifying that the Offeror is eligible to receive the Alaskan Bidder Preference. RFP 2007-0200-6921 Page 15 5/31/10
  • 18. Core Telecommunications Services RFP 2007-0200-6921 2.15 Formula Used to Convert Cost to Points AS 36.30.250 & 2 AAC 12.260 The distribution of points based on cost will be determined as set out in 2 AAC 12.260 (d). The lowest cost proposal will receive the maximum number of points allocated to cost. The point allocations for cost on the other proposals will be determined through the method set out below. In the generic example below, cost is weighted as 70% of the overall total score. The weighting of cost may be different in your particular RFP. See section SEVEN to determine the value, or weight of cost for this RFP. EXAMPLE Formula Used to Convert Cost to Points [STEP 1] List all proposal prices, adjusted where appropriate by the application of all applicable preferences. Offeror #1- Non-Alaskan Offeror $40,000 Offeror #2- Alaskan Offeror $42,750 Offeror #3- Alaskan Offeror $47,500 [STEP 2] Convert cost to points using this formula. [(Price of Lowest Cost Proposal) x (Maximum Points for Cost)] =______________POINTS (Cost of Each Higher Priced Proposal) The RFP allotted 70% (70 points) of the total of 100 points for cost. Offeror #1 receives 70 points. The reason they receive that amount is because the lowest cost proposal, in this case $40,000, receives the maximum number of points allocated to cost, 70 points. Offeror #2 receives 65.5 points. $40,000 x 70 = 2,800,000 ÷ $42,750 = 65.5 Lowest Max Offeror #2Points Cost Points Adjusted By The Application Of All Applicable Preferences RFP 2007-0200-6921 Page 16 5/31/10
  • 19. Core Telecommunications Services RFP 2007-0200-6921 Offeror #3 receives 58.6 points. $40,000 x 70 = 2,800,000 ÷ $47,500 = 58.9 Lowest Max Offeror #3 Points Cost Points Adjusted By The Application Of All Applicable Preferences 2.16 Alaskan Offeror's Preference AS 36.30.250 & 2 AAC 12.260 2 AAC 12.260(e) provides Alaskan Offerors a 10 percent overall evaluation point preference. Alaskan Bidders, as defined in AS 36.30.170(b), are eligible for the preference. This preference will be added to the overall evaluation score of each Alaskan Offeror. Each Alaskan Offeror will receive 10 percent of the total available points added to their evaluation score as a preference. EXAMPLE Alaskan Offeror's Preference [STEP 1] Determine the number of points available to Alaskan Offerors under the preference. Total number of points available - 100 Points 100 x 10% = 10 Total Points Alaskan Offerors Number of Points Available Percentage Preference Given to Alaskan Offerors Under the Preference [STEP 2] Add the preference points to the Alaskan offers. There are three Offerors; Offeror #1, Offeror #2, and Offeror #3. Offeror #2 and Offeror #3 are eligible for the Alaskan Offeror’s Preference. For the purpose of this example presume that all of the proposals have been completely evaluated based on the evaluation criteria in the RFP. Their scores at this point are: Offeror #1 - 89 points Offeror #2 - 80 points Offeror #3 - 88 points Offeror #2 and Offeror #3 each receive 10 additional points. The final scores for all of the offers are: RFP 2007-0200-6921 Page 17 5/31/10
  • 20. Core Telecommunications Services RFP 2007-0200-6921 Offeror #1 - 89 points Offeror #2 - 90 points Offeror #3 - 98 points Offeror #3 is awarded the contract. 2.17 Contract Negotiation After final evaluation, the Procurement Officer may negotiate with the Offeror of the highest-ranked proposal. Negotiations, if held, shall be within the scope of the request for proposals and limited to those items which would not have an effect on the ranking of proposals. If the highest-ranked Offeror fails to provide necessary information for negotiations in a timely manner, or fails to negotiate in good faith, the State may terminate negotiations and negotiate with the Offeror of the next highest- ranked proposal. The Offeror will be responsible for their travel and per diem expenses. 2.18 Failure to Negotiate If the selected Offeror * fails to provide the information required to begin negotiations in a timely manner; or * fails to negotiate in good faith; or * indicates they cannot perform the contract within the budgeted funds available for the project; or * if the Offeror and the State, after a good faith effort, simply cannot come to terms, the State may terminate negotiations with the Offeror initially selected and commence negotiations with the next highest ranked Offeror. 2.19 Notice of Intent to Award (NIA) — Offeror Notification of Selection After the completion of contract negotiation the Procurement Officer will issue a written Notice of Intent to Award (NIA) and send copies to all Offerors. The NIA will set out the names of all Offerors and identify the proposal selected for award. 2.20 Protest RFP 2007-0200-6921 Page 18 5/31/10
  • 21. Core Telecommunications Services RFP 2007-0200-6921 AS 36.30.560; provides that an interested party may protest the content of the RFP. An interested party is defined in 2 AAC 12.990(a)(7) as "an actual or prospective bidder or Offeror whose economic interest might be affected substantially and directly by the issuance of a contract solicitation, the award of a contract, or the failure to award a contract." If an interested party wishes to protest the content of a solicitation, the protest must be received, in writing, by the Procurement Officer at least ten days prior to the deadline for receipt of proposals. AS 36.30.560 also provides that an interested party may protest the award of a contract or the proposed award of a contract. If an Offeror wishes to protest the award of a contract or the proposed award of a contract, the protest must be received, in writing, by the Procurement Officer within ten days after the date the Notice of Intent to Award the contract is issued. A protester must have submitted a proposal in order to have sufficient standing to protest the proposed award of a contract. Protests must include the following information; (a) the name, address, and telephone number of the protester; (b) the signature of the protester or the protester's representative; (c) identification of the contracting agency and the solicitation or contract at issue; (d) a detailed statement of the legal and factual grounds of the protest including copies of relevant documents; and (e) the form of relief requested. Protests filed by telex or telegram are not acceptable because they do not contain a signature. Fax copies containing a signature are acceptable. The Procurement Officer will issue a written response to the protest. The response will set out the Procurement Officer's decision and contain the basis of the decision within the statutory time limit in AS 36.30.580. A copy of the decision will be furnished to the protester by certified mail, fax or another method that provides evidence of receipt. All Offerors will be notified of any protests. The review of protests, decisions of the Procurement Officer, appeals, and hearings, will be conducted in accordance with the State Procurement Code (AS 36.30), Article 8 " Legal and Contractual Remedies.” RFP 2007-0200-6921 Page 19 5/31/10
  • 22. Core Telecommunications Services RFP 2007-0200-6921 SECTION THREE STANDARD CONTRACT INFORMATION 3.01 Contract Type State agencies will request services from the contract resulting from this RFP through the USD system and in coordination with ETS. The successful bidder shall not accept orders from any State Agency unless documented in the USD system. This contract will include two (2) types of pricing: * Some services will be firm fixed price * Some services will be provided on a quoted Time and Materials (T & M) basis per project, with not-to-exceed, maximum dollar amount limits. The State will request quotes on specific projects, the contractor shall provide quote as outlined in Attachment Six. If the quote is acceptable, the State shall direct the contractor to proceed. No travel costs will be allowed for work performed in Anchorage, Juneau and Fairbanks. Travel costs to other locations will be calculated from the closest fob point, and will be reimbursed in accor- dance with the Alaska Administrative Manual (AAM). 3.02 Contract Approval This RFP does not, by itself, obligate the State. The State's obligation will commence when the contract is approved by the Commissioner of the Department of Administration, or the Commissioner's designee. Upon written notice to the contractor, the State may set a different starting date for the contract. The State will not be responsible for any work done by the contractor, even work done in good faith, if it occurs prior to the contract start date set by the State. 3.03 Standard Contract Provisions The contractor will be required to sign and submit the attached State's Standard Agreement Form for Goods and Non-Professional Services. The contractor must comply with the contract provisions set out in this attachment. No alteration of these provisions will be permitted without prior written approval from the Department of Law. Objections to any of the provisions in Appendix A1 must be set out in the Offeror’s proposal. RFP 2007-0200-6921 Page 20 5/31/10
  • 23. Core Telecommunications Services RFP 2007-0200-6921 3.04 Proposal as a Part of the Contract Part or all of this RFP and the successful proposal may be incorporated into the contract. 3.05 Additional Terms and Conditions The State reserves the right to add terms and conditions during contract negotiations. These terms and conditions will be within the scope of the RFP and will not affect the proposal evaluations. 3.06 Insurance Requirements The successful Offeror must provide proof of workers' compensation insurance prior to contract approval. The successful Offeror must secure the insurance coverage required by the State. The coverage must be satisfactory to the Division of Risk Management. An Offeror's failure to provide evidence of such insurance coverage is a material breach and grounds for withdrawal of the award or termination of the contract. Offerors must review form Appendix B1 (attached) for details on required coverage. No alteration of these requirements will be permitted without prior written approval from the Department of Administration, Division of Risk Management. Objections to any of the requirements in APPENDIX B1 must be set out in the offeror’s proposal. 3.07 Contract Funding Approval or continuation of a contract resulting from this RFP is contingent upon legislative appropriation. 3.08 Proposed Payment Procedures The State will make payments based on a negotiated payment schedule agreed to by the State and the Contractor. Each billing must consist of an invoice and explanation of services rendered. No payment will be made until the deliverables, explanation of services and invoice(s) have been approved by the State’s Project Manager. 3.09 Contract Payment RFP 2007-0200-6921 Page 21 5/31/10
  • 24. Core Telecommunications Services RFP 2007-0200-6921 No payment will be made until the contract is approved by the Commissioner of the Department of Administration, the Commissioner's designee or the Procurement Officer. Under no conditions will the state be liable for the payment of any interest charges associated with the cost of the contract. The State is not responsible for and will not pay local, state, or federal taxes. All costs associated with the contract must be stated in U.S. currency. 3.10 Informal Debriefing When the contract is completed, an informal debriefing may be performed at the discretion of the Project Director. If performed, the scope of the debriefing will be limited to the work performed by the contractor. 3.11 Contract Personnel Contractor staff must meet all agency security requirements and/or background checks required by the State Project Manager. Any change of the project team members named in the proposal must be approved, in advance and in writing, by the project director. Personnel changes that are not approved by the state may be grounds for the state to terminate the contract. 3.12 Inspection & Modification - Reimbursement for Unacceptable Deliverables The contractor is responsible for the completion of all work set out in the contract. All work is subject to inspection, evaluation, and approval by the project director. The state may employ all reasonable means to ensure that the work is progressing and being performed in compliance with the contract. Should the project director determine that corrections or modifications are necessary in order to accomplish its intent, the project director may direct the contractor to make such changes. The contractor will not unreasonably withhold such changes. Substantial failure of the contractor to perform the contract may cause the state to terminate the contract. In this event, the state may require the contractor to reimburse monies paid (based on the identified portion of unacceptable work received) and may seek associated damages. 3.13 Termination for Default RFP 2007-0200-6921 Page 22 5/31/10
  • 25. Core Telecommunications Services RFP 2007-0200-6921 If the project director determines that the contractor has refused to perform the work or has failed to perform the work with such diligence as to ensure its timely and accurate completion, the state may, by providing written notice to the contractor, terminate the contractor's right to proceed with part or all of the remaining work. This clause does not restrict the state's termination rights under the contract provisions of Appendix A1, attached. 3.14 Contract Changes - Unanticipated Amendments During the course of this contract, the contractor may be required to perform additional work. That work will be within the general scope of the initial contract. When additional work is required, the Project Director will provide the contractor a written description of the additional work and request the contractor to submit a firm time schedule for accomplishing the additional work and a firm price for the additional work. Cost and pricing data must be provided to justify the cost of such amendments per AS 36.30.400. The contractor will not commence additional work until the Project Director has secured any required state approvals necessary for the amendment and issued a written contract amendment, approved by the Commissioner of the Department of Administration or the Commissioner's designee. 3.15 Contract Invalidation If any provision of this contract is found to be invalid, such invalidation will not be construed to invalidate the entire contract. 3.16 Contract Cancellation The State reserves the right to cancel the contract, in whole or in part, at its convenience upon thirty (30) calendar days written notice to the contractor. The State is liable only for payment in accordance with the payment provisions of this contract for services or supplies provided before the effective date of termination. RFP 2007-0200-6921 Page 23 5/31/10
  • 26. Core Telecommunications Services RFP 2007-0200-6921 SECTION FOUR BACKGROUND INFORMATION 4.01 Background Information The State of Alaska telecommunications environment enables government to meet the needs of State citizens. The state of Alaska’s landmass (over 586,412 square miles) is equivalent to one-fifth the size of the lower 48 states combined. Spanning a distance of 1,400 miles from north to south, and 2,700 miles from east to west, Alaska covers an extensive variety of terrain ranging from temperate island rain forests to desert-like arctic tundra. Spread across the state’s vast expanse of land, Alaska’s 627,000 plus citizens inhabit communities that vary from the State’s largest city, Anchorage, with a population of over 260,000, to small towns and villages, many with populations of less than fifty. Forty-four of the State’s two hundred and seventy seven communities are connected by roadways, but only thirty percent of roads are paved. Seasonal weather conditions routinely cut-off communities from air, sea and land transportation. Reliable cost-effective telecommunications are a basic life and safety requirement. Low population density combined with harsh weather conditions, extreme terrain, and a lack of transportation infrastructure has constricted telecommunications infrastructure development. Conversely, these same factors make reliable and affordable telecommunications services critical to maintaining the often-precarious lines of communications that tie communities in Alaska together. Like other States where low population density and a highly regulated telecommunications environment restrict the build-out of telecommunications infrastructure in rural areas, the State of Alaska builds and maintains a significant telecommunications infrastructure. The State’s telecommunications infrastructure is supplemented by the procurement of communications services from the vendor community. In December 2003, the State awarded Contract 99-220A, for Core Telecommunications Services to GCI Communications Corporation (GCI) and has exercised two (2) one-year contract extensions. The expiration date of this contract is June 17, 2007. The contract has centered on the development of a secure, robust and converged network that includes data, voice and video services. The Proposer responding to this RFP shall submit within their proposal a unique approach to assisting ETS with the maintenance and operations of their converged environments to insure compliance with Service Level Agreements with SOA agencies. RFP 2007-0200-6921 Page 24 5/31/10
  • 27. Core Telecommunications Services RFP 2007-0200-6921 This Request for Proposals (RFP) is for the operation and maintenance of all existing State of Alaska, executive branch and co-op partner agency telephone, data, and video networks. Integral to these services is the provision of help desk services for all services provided across the State of Alaska networks, including some services which are not provided by the successful proposer under this RFP. Such services will be referred to level two help centers or appropriate ETS, commercial or agency service provider(s) for provisioning. 4.02 Organization Overview The State Government of Alaska is comprised of three branches: Executive, Legislative and Judicial. Although all three branches of government provide a variety of services directly to the public, the Executive branch, by nature of its role as the prime executor of legislative and judicial policy, provides most of the services one would recognize as being associated with State government. In addition to its role in providing typical “State” services, the State of Alaska also provides many of the services that would typically be reserved for county and local government in the lower 48 states. As a result, the State provides a much broader portfolio of services to its constituents than would characteristically be required of a State government in the rest of the United States. In addition to the three branches and their component organizations, the State provides services to its citizenry through a number of independent agencies and institutions that are not specifically subordinate to any branch of government. Several organizations, such as the Alaska Railroad and the Alaska Housing Finance Corporation, though integral to the State’s provision of services, have legal identities separate and distinct from the State government. Inside the executive branch, the Department of Administration is statutorily required to provide certain key administrative and logistical support services to executive branch and other State agencies. The Department of Administration division chiefly responsible for meeting the State’s technology needs is the Enterprise Technology Services Division (ETS). ETS provides centralized data processing, data communications and telecommunications services for State agencies under Alaska Statute AS 44.19.502-519 (Office of the Governor, Article 19— Telecommunications Information Council), AS 44.21.150-170 (Department of Administration, Article 3—Automatic Data Processing), AS 44.21.045 (Department of Administration, Article 1— Information Technology Group Fund), and AS 44.21.305-320 (Department of Administration, Article 7—Telecommunication). RFP 2007-0200-6921 Page 25 5/31/10
  • 28. Core Telecommunications Services RFP 2007-0200-6921 Currently, ETS serves over 19,000 State employees in over 70 communities located across the State. Organizationally, ETS supports the Computing and Telecommunications needs of state agencies through a “charge-back” environment for those services. Charge back methodologies are on yearly basis broken down by agency, month, unit (phones), position (people) and usage (computer services). The State IT plan continues to outline the selective centralization of WAN/LAN infrastructure, services and user support. This can roughly be defined as infrastructure, including this RFP, enterprise services such as email and agency service applications. Enterprise software agreements with various vendors such as Microsoft and Symantec and the ongoing deployment of Voice Over Internet Protocol (VoIP) telephony continue to outline the “new” “demark” landscape. ETS provides oversight of a controlled change management and configuration management environment for this landscape, much of which was previously under the oversight of many individual organizations. Oversight, priorities, scope and costs of ETS are endorsed by the Administrative Service Directors and approved by the Enterprise Investment Board (EIB). A number of State agencies, responsible for critical public services, such as emergency preparedness, public safety, emergency medical response, fire protection, etc., have specific delegations (independent authority) for services associated with their particular communications responsibilities. In particular, the Department of Military and Veterans Affairs (DMVA) is statutorily responsible to support various aspects of emergency response communications in declared disasters, and is responsible for planning for the telecommunications infrastructure required to support emergency response communications in accordance with AS 26.23.040 (Emergency Services) and AS 26.23.170 (Communications). Agencies that operate outside of the authority of the Department of Administration (Court System, Legislature, University, Alaska Railroad and Alaska Housing Finance Corporation, etc.) have separate procurement authority and are not required to participate in this procurement effort. Their participation in this RFP is voluntary. RFP 2007-0200-6921 Page 26 5/31/10
  • 29. Core Telecommunications Services RFP 2007-0200-6921 4.03 Current Environment The following section provides a description of the State’s existing core services infrastructure and includes information on the services the State provides and purchases. This overview is intended to provide the Proposer with a clear understanding of the State’s current environment. Overview As noted earlier, the State relies heavily upon telecommunications to provide government services to the citizens of Alaska and to facilitate the internal communications necessary to conduct daily business operations. Although the State does maintain local offices in many of the more remote areas of Alaska, the vast majority of the State’s telecommunications needs center on the triangle described by the major cities of Juneau, Anchorage and Fairbanks. Each of these key population centers is connected via telecommunications systems that are served by local ETS telecommunications Network Operations Centers (NOCs) in these communities. Several community locations are co-location facilities shared by the State and a provider (LEC, GCI, etc.) The systems consist of telecommunications equipment at each node, high-speed transmission lines between nodes, circuits linking outlying communities to the closest node, and local lines connecting State agencies within these outlying communities. Various other systems, which are otherwise independently maintained and operated (e.g., the University of Alaska) are also inter-connected to, and served by, the network. The State relies on several backbone transport mechanisms as well as ancillary systems and services to meet its telecommunications needs. Many of these systems and related components are interconnected and not easily separated. For descriptive purposes, however, the State owned systems that are within the scope of this RFP have been organized into the following categories in production effective 2/28/07: • Basic telephone service (Legacy PBX & switching equipment) o Anchorage (2,000+ Meridian phones) o Juneau (6,000+ Meridian phones) o Fairbanks (2,400+ Meridian phones) • VoIP Telephone Maintenance and support services o Anchorage (4,482+ VoIP phones / 168 analog devices – Enterprise Core) o Juneau (1152+ VOIP phones / 48 analog devices - Enterprise Core) o Fairbanks (Enterprise Core) • Small PBX(3rd party) & loop telephone Maintenance and support services o Anchorage (11-200), Juneau(5-120) and Fairbanks(3-250) – approx. 570 handsets o Matsu area (32) – approx. 800 handsets RFP 2007-0200-6921 Page 27 5/31/10
  • 30. Core Telecommunications Services RFP 2007-0200-6921 o Kenai Peninsula including Kodiak (52) – approx. 1000 handsets o Approximately 179 small PBX (s) in 57 communities with 3000 handsets. • Long distance service o VoIP and PBX infrastructure(s) have eliminated long distance toll (Juneau, An- chorage, Fairbanks) o Virtual Telephony Network (VTN) methodologies have eliminated long distance toll in some locations where direct connectivity to core VOIP or PBX systems are difficult. These are small PBX (3rd party) served SOA sites. • Teleconferencing o ETS has two audio conference system options – MICB and a GCI audio bridge. o Video conferencing - 25 sites in Anchorage, Juneau and Fairbanks are on a guar- anteed bandwidth (separate and distinct from the WAN) network provided and operated by GCI as part of the Core Services contract. o The State will deploy advanced conferencing such as webex or meeting place. • WAN connectivity o Core backbone: DS3 speeds or better between seven facilities in Anchorage, Juneau and Fairbanks. o ETS has deployed WAN access to 450+ sites in 70 communities. o Internet access (ISP) - ETS has 2 Internet access points in Juneau (18 mbps) and Anchorage (27mbps); these points are expanded over specific weeks of time for events such as an elections process or the Alaska permanent fund registration. Other telecommunications services, such as provisioning for cell phone, frame relay, state owned microwave deployment, Cisco Smartnet maintenance and general provisioning of handsets and circuits are not included in this solicitation. Offers on this agreement shall include DS3 or higher backbone services within the core as described within this RFP. System diagrams included provide a high-level view of these systems and their connectivity. Attachment 7 provides a comprehensive, detailed Asset Inventory of all of these in-scope systems and system components, as well as additional maps and diagrams. 4.04 Telephone Service (Local Exchange Service, State- Owned PBX, and VoIP) ETS provides local and long distance phone service to agencies in Juneau, Anchorage and Fairbanks through a State-owned, interconnected voice switching system that includes three primary components: RFP 2007-0200-6921 Page 28 5/31/10
  • 31. Core Telecommunications Services RFP 2007-0200-6921 • Northern Telecom (Nortel) Meridian Private Branch Exchange (PBX) Network including Remote Peripheral and Intelligent Peripheral Equipment (RPE and IPE). • State owned transmission facilities. Leased circuits such as T-1, ISDN, OPX, and foreign exchange lines. The State currently uses Avotus Attendant Directory Services and the USD system(s) to capture asset and call detail record information. RFP 2007-0200-6921 Page 29 5/31/10
  • 32. Core Telecommunications Services RFP 2007-0200-6921 Figure 4.04.1 Basic Telephone Service (Local Service and State- Owned PBX) Prior to December 31, 2006 - The heart of the ETS’ legacy voice switch system was a Nortel Meridian PBX network which consists of three Nortel Meridian Option 81C PBXs, one 11C and 47 RPE/IPE sites. # of Lic. Ports in Phones in Site Architecture Ports Use Use Anchorage Nortel Phones 7000 2200 Meridian Max Voicemail 4036 TOTALS 7000 0 2200 RFP 2007-0200-6921 Page 30 5/31/10
  • 33. Core Telecommunications Services RFP 2007-0200-6921 Fairbanks Nortel Phones 2500 1861 Peger Rd Meridian Max Voicemail 1085 TOTALS 2500 1085 1861 Fairbanks Nortel Phones 400 198 Airport Meridian Max Voicemail 150 TOTALS 400 198 TOTAL FOR FAIRBANKS 2900 0 2059 Juneau Nortel Phones 7000 4992 Meridian Max Voicemail 4031 TOTALS 7000 0 4992 TOTAL ALL LOCATIONS 16900 0 9251 Figure 4.04.2 ETS PBX Ports and Usage by Location Maintenance, repair, and operation of the State-owned PBXs are provided by the contractor under the Core Services Contract. The current contract expires on 6/17/2007. PBX switching equipment is interconnected using a combination of programming, wire line and wireless transmission facilities; some elements are provided by private vendors, others are owned by the State; Public Switched Telephone Network (PSTN), inter-exchange carrier and leased line access points. Of the State’s 20,000+ phone handsets, approximately 9,251 are Nortel Meridian feature sets, 5,500 are analog, 5,800 are Cisco VoIP, and 135 are SL1 sets. Enhanced and common telephone features utilized by State agencies include (but are not limited to) Voice Mail, Voice Forms, Call Forward, Conference, Transfer, Call Park, Speed Call, Automatic Call Distribution (ACD), and Auto Attendant. Local telephone service is currently provided by GCI. Voice Over Internet Protocol (VoIP) The State of Alaska serves agencies at 28 VOIP sites that use Cisco technology. The “legacy” VoIP phone core which supports 8 sites should be converted to the new core by June 2007 and is located within the Anchorage and Juneau NOCs. Site Call Mgr Call Mgr Unity Total # Address Publisher Subscriber Server IPCC Phones CER Juneau 5th Fl SOB 1 1 1 1 98 VoIP; 48 analog 1 Vital Stats 64 VoIP Anchorage Tudor 48 VoIP ADCA 1 1 1 34 VoIP; 96 analog 1 Jail 1 1 1 98 VoIP; 24 analog RFP 2007-0200-6921 Page 31 5/31/10
  • 34. Core Telecommunications Services RFP 2007-0200-6921 API 1 246 VoIP; 48 analog MHLT 27 VoIP DHSS 29 VoIP TOTALS 3 4 2 1 643 VoIP; 216 analog 2 These sites may include Cisco’s Call Mangers, Unity Voice Mail Servers, ICD Servers and approximately 650 VoIP phones. These sites are deliver voice and data services over the VoIP infrastructure with QoS enabled to ensure the delivery of voice traffic to each of these locations. During 2006, the Telephone Replacement Capital Project created a new VOIP core, transitioned 20 sites in downtown Anchorage and one site in Juneau, representing 3,000 phones and 1,000 phones respectively. The deployment reduced the number of PBX served meridian phones in Anchorage to 2,200 handsets and in Juneau to 4,900 handsets. In May 2006, World Wide Technology (WWT) was contracted to implement the Telephone Replacement Project (Phase I). The components of the IP telephony project include: • Creation and deployment of the Core “heartbeat” in Anchorage, Juneau and Fairbanks to sup- port up to 20,000 phones. • Migration of 9,000 Meridian Voicemail boxes to the Cisco Unity platform. • Deployment of 3,000 Cisco IP phones to 20 targeted sites in Anchorage by December 31, 2006. • Deployment of a telephone billing system (Avotus) that will be associated to both the legacy PBX and IP Telephony environments. The following diagram depicts the sites that were “in scope” of Phase I of the Telephone Replacement Project. RFP 2007-0200-6921 Page 32 5/31/10
  • 35. Core Telecommunications Services RFP 2007-0200-6921 Figure 4.04.3 Telephone Replacement Project Sites – Phase I The FY07 CIP - Telephone Replacement Project - Phase I - deployed approximately 3,000 Cisco VoIP phones in the following locations (legacy RPE sites) effective 2/28/07: • Atwood Building- 550 W 7th Avenue (1335 phones) • 707 A Street (36 phones) • 1016 W. 6th (77 phones) • 900 W. 5th (151 phones) • 235 W 8th (49 phones) • 555 Cordova Street (309 phones) • 619 Ship Creek (97 phones) • 310 K Street (168 phones) • 1300 E. 4th (71 phones) • 716 4th Ave (144 phones) • 400 Gambell St (148 phones) • 800 A Street (62 phones) • 718 L Street (21 phones) • 3301 Eagle Street (348 phones) • 3300 Fairbanks Street (28 phones) • 1031 W 4th (285 phones) RFP 2007-0200-6921 Page 33 5/31/10
  • 36. Core Telecommunications Services RFP 2007-0200-6921 • 516 E Street (25 phones) • 1251 Muldoon (196 phones) • 4111 Aviation Avenue (410 phones) • 550 W 8th (150 phones) FY07 CIP - Telephone Replacement Project - Phase II • 333 Willoughby (Juneau) – State Office Building (1000 phones) • 550 w. 7th (Anchorage) – Atwood building (300 phones) It is the intent of the State to convert all legacy VoIP, all remaining PBX phones and any small (3rd party) services within the Anchorage, Juneau or Fairbanks areas to this system. 4.05 Measured Telephone Services (Long Distance) Long Distance (LD) for Interstate calls and Intrastate calls to destinations other than the three major Alaska population centers of Juneau, Anchorage and Fairbanks are provided by GCI on Primary Rate T1 Interface (PRI). Long-distance trunking capacities are: in Juneau (7 ea. PRI T1, 163 trunks), Anchorage (5 ea. PRI, 118 trunks) and Fairbanks (2 ea. PRI, 46 trunks). The State of Alaska Telecommunications System, (SATS), a combination of State-owned microwave, fiber, copper in addition to leased facilities, form a private network to carry calls between the major centers with no per minute costing. The trunking capacities are: between Juneau- Anchorage (5 ea. PRI, 118 ea. trunks), Juneau-Fairbanks (1 ea. PRI, 23 ea. trunks) and Anchorage- Fairbanks (3 ea. PRI, 70 ea. trunks). If the SATS network is down or saturated it will automatically overflow calls to LD. Other SATS trunk connections that exist from Anchorage: MTA-Wasilla, ACS-Soldotna, ACS-Kodiak, DMVA, Wildwood. Virtual Telephony Network (VTN), is a service connecting “3rd party” systems virtually into Core locations. The 3rd party locations interface to a LEC (GCI) with a PRI T1. Core VTN trunking capacities are: in Juneau (1 ea. PRI, 23 trunks), Anchorage (1 ea. PRI, 23 trunks) and Fairbanks (1 ea. PRI, 23 trunks). Local calling is provided by standard T1 interface to GCI. The trunking capacities are: in Juneau (8 ea. T1, 192 trunks) plus 35 analog trunks, Anchorage (14 ea. T1, 336 trunks) and Fairbanks (4 ea. T1, 96 trunks). GCI provides the State’s toll-free service. In Juneau, a direct termination 800 inbound service exists for AMHS (1 ea. T1, 24 trunks). These annual minutes of usage were compiled using data from a one year period 1998-1999. This information is for reference only; provider can further verify independently. RFP 2007-0200-6921 Page 34 5/31/10
  • 37. Core Telecommunications Services RFP 2007-0200-6921 Intrastate Interstate Location Minutes Minutes Off State System Long Distance (GCI) Anchorage 1,051,921.40 759,322.60 Fairbanks 568,492.00 171,113.40 Juneau 1,988,350.70 1,312,500.90 Sub-Total 3,608,764.10 2,242,936.90 State Owned System Long Distance (SATS) Anchorage 2,724,075.20 n/a Fairbanks 743,170.20 n/a Juneau 3,182,648.10 n/a Sub-Total 6,649,893.50 n/a Total 10,258,657.60 2,242,936.90 Figure 4.05.1 Annual Long Distance Minutes by Location and by Type 4.06 Audio Teleconference Bridge System Audio teleconferencing is available through a bridge in Juneau. ETS provides this capability through two separate 32 port Meridian Integrated Conference Bridges (MICB) (64 available for conference) installed on the Juneau Option 81C PBX. ETS has been maintaining this bridge with assistance from GCI/Alcantel and providing scheduling services through the ETS Help Center. ETS provides “800” toll free access to the bridge as needed. These services are offered on a call-in basis, and no special equipment is required. The teleconference bridge automatically adjusts the volume on each incoming line so that meeting participants hear and are heard at a uniform level. This allows conversations to overlap naturally, without clipping off a sentence when another person begins speaking. The State requires that the vendor be able to provide additional managed audio conference service as described more fully later in this RFP. SOA Conference Calls Statistics 2006 Participants Daily Daily Daily Duration (includes Number Duration Participant Call (Minutes) Moderator) of Calls Average Average Average January 179974 4158 667 8181 189 30 February 158265 3489 607 7913 174 30 March 188684 4170 718 8204 181 31 April 155276 3691 635 7764 185 32 May 163362 3739 686 7103 163 30 June 136695 3189 588 6213 145 27 RFP 2007-0200-6921 Page 35 5/31/10
  • 38. Core Telecommunications Services RFP 2007-0200-6921 July 103747 2498 466 4940 119 22 August 144964 3382 578 6303 147 25 September 151180 3287 582 7199 157 28 October November December Yearly Total 1382147 31603 5527 63820 1459 255 4.07 Videoconferencing The State currently has at least 25 conference rooms fully equipped with videoconferencing equipment and available to the Enterprise for use on a “first- come first-serve” basis (with the exception of the Governor’s Offices). These sites consist of H.323 compliant Polycom brand videoconference units, monitors and carts and are run on an entirely separate network from the State WAN. See figure 4.07.1 below for conference room locations. Agency/Host Location ANCHORAGE GOV., Atwood Building, 17th Floor 550 West 7th Ave., 17th Floor Gov’s Office Conf. Rm. ETS, Atwood Building, 18th Floor 550 West 7th Ave., 18th Floor Conf. Rm. DOA, Atwood Building, 19th Floor 550 West 7th Ave., 19th Floor DOA-CO Conf. Rm. ETS, Alaska Data Center Anchorage 3300 Fairbanks St., Conf. Rm., ETS Conf. Rm. H&SS, Medical Assistance Office 4501 Business Park Blvd., Building L, Conf Rm. 2 H&SS, Frontier Building 3601 C. Street, 8th Floor, Room 880 Legislative Information Office - Anchorage 716 West 4th Ave., 2nd Floor, Suite 220 ETS, Telecom Anchorage 5900 Tudor Road, Conf. Room FAIRBANKS Legislative Information Office - Fairbanks 119 North Cushman St., Suite 101 GOV., Fairbanks Regional Office Building 675 7th Ave, 2nd Floor, Station H4 JUNEAU GOV., Capital Building Capital Building DOT-CO 3132 Channel Drive, 3rd Floor, DOT-CO Conf. Rm. H&SS, 1st floor AOB 350 Main St, 1st Floor, AOB 123 H&SS, Medical Assistance Office 350 Main Street, 4th Floor, AOB 416 Legislative Information Office - Juneau 129 6th Street, Terry Miller Blding, 1st Floor Permanent Fund Office Goldbelt Bldg., 801 W. Street, 3rd Floor, Suite 302 SOB 10th Floor DOA Commissioner 333 Willoughby Ave., 10th Floor, (DOA-CO) Conf. Rm. SOB 10th Floor Labor Relations 333 Willoughby, 10th Floor, DOA-CO Conf. Rm. SOB 9th Floor 9A DCCED 333 Willoughby Ave., 9A, DCCED Conf. Rm. SOB 6th Floor DRB 333 Willoughby; 6th Floor, DRB Conf. Rm. SOB 5th Floor ETS 333 Willoughby Ave., 5th Floor, ETS Conf. Rm. RFP 2007-0200-6921 Page 36 5/31/10
  • 39. Core Telecommunications Services RFP 2007-0200-6921 Figure 4.07.1 Shared Video Conferencing Facilities by Location 4.08 WAN Connectivity Dedicated circuits (copper, fiber, microwave or other), are provided by ETS to State agencies for data, video and voice traffic. This includes a variety of broadband access (dial-up, cable modem, DSL or wireless), virtual private network or other network services contracted for, partnered with or provided by the State of Alaska, including Internet access and network connections to State computers. The ETS WAN consists of over a thousand circuits of which 678 are leased. Circuit capacities range from 56kbps to OC-3. ETS is in the process of phasing out the use of 56kps circuits in favor of a T-1 minimum. Costs include leased service from common carriers, facilities, equipment costs, and personnel services. Leased lines are provided by GCI, ACS, AT&T, and Local Exchange Carriers. ETS currently maintains a multi-protocol backbone WAN that connects LANs in 70 communities across the state, the highest concentration of which are in Anchorage, Fairbanks and Juneau. Agency connections are made via dedicated leased lines to the regional backbone hubs. In all, ETS provides Wide Area Network (WAN) connectivity to approximately 20,199 users across the state. WAN transport occurs over a frame relay network provided by GCI & AT&T in 30 of the 70 communities. Remaining transport is provided over the State-owned SATS microwave system and Local Exchange Providers. Speeds of the wan data links vary from 56kbps to multiple T-1s. The State WAN is comprised of approximately 450+ Cisco routers connected within each city as a Municipal Area Network (MAN), a single hub router from each city routes to a major network node in Anchorage, Juneau or Fairbanks. ETS owns and GCI and the State maintain the routers across the WAN. With the deployment of the Network Security Initiative (NSI) project in 2006, 90 percent of all routers have been replaced to meet standard security requirements. Access to all routers is secured using Cisco TACACS and Access Control Server. Routers have standard configurations, a standard operating system, AAA configurations, Qos and a SANS based security configuration. The SOA WAN consists of 2 Class B address blocks and an additional few class blocks providing Internet addresses available to connect to national and international networks. In addition, metro Ethernet is employed in Juneau, Anchorage, Fairbanks and other cities which have that resource. An inventory of routers, switches and WAN sites is provided in Attachment 7. The Wide Area Network Topography map describes a backbone consisting of a redundant, commercial DS-3 circuit between Juneau and Anchorage. There is a redundant microwave DS-3 circuit between Anchorage and Fairbanks. In addition to data traffic, these links carry QOS quality Voice Traffic between the State’s PBX’s. These backbone links provide data transport for the core network. RFP 2007-0200-6921 Page 37 5/31/10
  • 40. Core Telecommunications Services RFP 2007-0200-6921 Figure 4.08.1 Wide Area Network Topography 4.09 Internet Access The State has two primary Internet access points, one in Juneau and the other in Anchorage. The bandwidth allocation for Anchorage is currently 27 mbps and 18mbps for Juneau. The Internet connectivity both in Juneau and Anchorage is running at about 80% capacity with higher peaks. Internet growth is anticipated to continue at both of these locations, requiring increased future capacity. The State has deployed a DMZ at these access points. The DMZ(s) have a firewall at the incoming edge, a tightly monitored & routed environment with VPN, extra-net services, IDS, NAM, Websense, Proxy services and other tools. Quality of Service (Qos) is used throughout the network to reduce non-business traffic and assist with potential traffic congestion throughout the network. RFP 2007-0200-6921 Page 38 5/31/10
  • 41. Core Telecommunications Services RFP 2007-0200-6921 4.10 End User Support Services - Help Desk GCI currently provides a 24 x 7 x 365 Service Center end user support services “help desk” as part of the Core Services Contract. GCI responds to all initial service requests including moves, adds and changes, and responses to all user questions. The State’s Toll free access number 888-565-8680 is maintained to the Service Center to allow access for all SOA agencies served by ETS. All trouble or service requests are recorded by help center staff into the State’s trouble / service ticket system, CA Unicenter service desk. Trouble and service calls for all systems are referred in the following order and may be resolved or escalated at any level. 1. SOA service center (GCI) 2. Tier II service center (CNCC – GCI) 3. Tier II network staff (ETS – NSS) 4. Agency Staff Service calls fall into six categories with service response / resolution targets. These are further described in Attachment 6. SECTION FIVE SCOPE OF WORK 5.01 Needs and Requirements RFP 2007-0200-6921 Page 39 5/31/10
  • 42. Core Telecommunications Services RFP 2007-0200-6921 Summary The following sections outline the State’s current environment, functional requirements and Service Level Agreements (SLA’s) for each in-scope service component. They have been divided and grouped into various “service components.” Failure to fully respond to the requirements of a service component may result in rejection of the Offeror’s response. Questions in Section 5.04 through 5.13.13 are included so that the State can insure that an offeror is responsive to the minimum mandatory requirements. Questions in Section 5.14.1 through 5.17.8 will be scored. The State’s telecommunications service Provider will be required to perform all of the in-scope telecommunications services that the State currently performs, or procures, and has identified as a mandatory service. Unless otherwise noted, all components of section five are mandatory. Service Components In order to provide a logical and uniform framework for considering and communicating the State’s telecommunications needs, the continuum of services included in the scope of this RFP components are defined as follows: Bundle 1 - Wired Telephony Services — Voice switching including PBX, RPE/IPE, key systems, and Centrex services; Voice over Internet Protocol (VoIP) at all 28 sites, future VoIP sites deployed as Greenfield and/or the Telephone Replacement Project, cabling; voicemail, Enhanced Telephony Services; local telephone services; long distance services; toll free services, audio teleconferencing; maintenance and repair; moves, adds and changes for all systems. The State expects proposers will show a reduced cost for maintenance of the VOIP system(s). a. Small PBX support – Following general SOA guidelines provide consulting, needs assessment, design services, acquisition, and Public Switched Telephone Network (PSTN) to IP network media gateway services. Bundle 2 - Data Network Services — Wide Area Networks including routers, hub routers, data switches, firewalls, intrusion detection systems, CSU/DSUs, and modem pools; frame relay including frame relay services and interface equipment; dedicated and shared line connectivity; Internet connectivity; remote Dial-up connectivity; DMZ services, network monitoring and management, Cisco CROS monitoring and management, DNS security; maintenance and repair; moves, adds and changes for all systems. a. Core Backbone Network connectivity: Low latency, high bandwidth, redundant circuits between seven core sites in Anchorage, Fairbanks & Juneau. Bundle 3 - Video Conferencing Services — Video Conferencing including bridges; video over IP packet network; moves, adds and changes; operations, maintenance, repair and reporting. RFP 2007-0200-6921 Page 40 5/31/10
  • 43. Core Telecommunications Services RFP 2007-0200-6921 Bundle 4 - End-User Support Services — Help Desk; System Administration; System Requests; Other Support Services and reporting. Graphic depictions of the above components, including demarcation points, are contained in Attachment 8, Component Diagrams. 5.02 In- Scope Services and Departments The State requires the Provider to supply core telecommunication services to all State executive branch agencies and to all other entities to which the State’s Department of Administration currently provides telecommunications services. This includes those State agencies outside of the executive branch (e.g., the Legislature, the Court System, the University System, the Alaska Railroad, etc.) that have separate procurement authority, but may chose to participate in this procurement effort. Existing statute permits the Department of Military and Veteran Affairs (DMVA), an executive branch agency, to independently supplement telecommunications services in the event of a declared disaster. For the purposes of this RFP, all services described herein are considered in-scope for all executive branch agencies described as institution, office, department, commission, corporation, council or instrumentality. At any time, the Court system, Legislature, Alaska Railroad and University of Alaska may choose to exercise their independent authority(s) and procure telecommunication services from other vendors. Regardless of the initial designation of in or out of scope, all requests for telecommunications services fielded by the provider must be entered into the States’ USD service request system for disposition of the telecommunications request by ETS. Detailed information on the telecommunications assets and needs of agencies are provided in Attachment 7, Asset Inventory. 5.03 Retained Authorities Mandatory Requirements: The State will retain core technology management functions, including strategic planning, quality assurance, approvals for procurement of hardware/software, approvals for improvements and expansion of infrastructure and vendor/contract management. The State will retain authority over specific IT and telecommunications functions, as follows: a. Strategic and Operational planning — the State has final authority for and primary responsibility of technology strategic planning with assistance from the Provider. The Provider is expected to assist in: (i) development of goals and objectives; (ii) assessment of the current environment; (iii) analysis of alternatives; (iv) development of recommended directions and solutions; (v) development of technology standards; (vi) development of implementation plans; and RFP 2007-0200-6921 Page 41 5/31/10
  • 44. Core Telecommunications Services RFP 2007-0200-6921 other areas as appropriate. The State will also retain primary responsibility and authority (with assistance from the Provider) over operational planning as it relates to the development and approval of initiatives that affect the Provider’s scope of services, and/or strategic directions of the State’s technology environment and contract with the Provider. This includes the statewide coordination and approval of specific departmental requests for service that are beyond the current scope of services provided by the Provider or directly modify the Service Level Agreements (SLAs) determined through this RFP process. b. Local Area Network Operations and Management — individual State agencies will continue to be responsible for the operation of their own local area networks (LANs). Recent implementation of VoIP telephony has changed the landscape environment to now require oversight and coordination of change and configuration management on the LANs with VoIP data switches. Oversight of the LAN environments by ETS was approved by policy change through the Administrative Services Directors and the Enterprise Investment Board, chairing IT Governance for the State of Alaska. Agency LAN administrators will continue to provide support to users from the WAN point-of-presence to the desktop. The Provider is expected to work closely with both ETS and LAN administrative staff to resolve WAN/LAN configuration issues and to resolve system performance issues. c. Co-location Services — The State may wish to co-locate equipment with the provider. The State does not expect to pay any lease cost for space identified and used as co-location space for telecommunication equipment during the life of this agreement. d. Technology Retooling Approval — the State retains the right to accept or reject any Provider proposed technology update plan that significantly changes the State’s service system infrastructure. It is expected that the State and the Provider will work closely together in the evaluation of new technologies and the development of any plans to upgrade or update the State’s telecommunications systems. Nevertheless, the State reserves the right to prohibit the use of any technology that the State deems cost prohibitive, unproven or may put the health and reliability of telecommunications, at risk, particularly Safety of Life related telecommunications. e. Business Process Reengineering — it is possible that the Provider may propose, initiate, and conduct technology infrastructure changes that result in business process reengineering efforts at the State. The State will retain primary responsibility and authority over: approving these efforts; coordinating/resolving labor-related issues; and ensuring that performance metrics (including before and after) are accurately and appropriately developed. f. Contract Management — the State will be responsible for managing the contract and relationship with the Provider. The Provider will be responsible for managing all contracts and relationships with subcontractors. g. Budgeting — State agencies will be responsible for the annual budget for their telecommunications operations. The Provider shall provide periodic estimates (annual and/or quarterly reports), for the services included in this RFP, including all subcontracts, and for additional services planned or anticipated by the State in subsequent years. RFP 2007-0200-6921 Page 42 5/31/10
  • 45. Core Telecommunications Services RFP 2007-0200-6921 h. Billing and Chargeback — the State will continue to provide billing and charge-back services for those functions and services that the Enterprise Technology Services Division continues to provide to State agencies. The Provider will be required to assume all other billing functions as delineated and defined per the requirements specific to each service bundle and must provide all billing in an electronic format as specified by the State. i. Quality Assurance – At the end of the first 6 months of service, the provider shall provide to the State an audit, including circuit layout records (CLR) and separate diagrams of video, data and voice video circuits. This report shall include recommended disconnects for inactive circuits. Thereafter, the provider shall provide this report once per annum. j. Validation and Verification—in addition to the quality assurance efforts provided by the Provider, the State will perform validation and verification activities over key projects and operational processes. The functions designated above as retained authorities and primary responsibilities of the State will be performed by State staff and/or independent consultants hired directly by the State as Independent Verification and Validation and (IV&V) contractors. The Provider will be required to fully cooperate with such authorities. k. Project Approvals – the State retains the authority to accept, reject or modify any projects, proposals, or requests to services provided within scope of this contract. l. Procurement – the State retains the authority to procure at its discretion, any hardware, software or bandwidth provisioning that relates to services provided within the scope of this contract. 5.04 Terms of Relationship and Disentanglement The term of any contract resulting from this RFP is subject to budget appropriations. For purposes of this RFP, assume an initial term of 3 years, with an option for the State, at its sole discretion, to extend the term for three (3) additional one (1) year renewal terms. Mandatory Requirements: The Provider shall provide full, complete, and timely cooperation in disentangling the relationship in the event that the contract expires or terminates. In the event of expiration or termination, the State expects that the Provider shall provide, at a minimum, but limited to, the following: return all State data and documentation to the State in format(s) the State can use; and allow the State or the new service provider access to any selected systems, infrastructure, or processes that have been employed in servicing the State, in accordance with methods and procedures to be agreed upon and established in any contract resulting from this RFP. In the event of the expiration or termination of the relationship between the State and your organization, your organization will be required to: RFP 2007-0200-6921 Page 43 5/31/10
  • 46. Core Telecommunications Services RFP 2007-0200-6921 1. Cooperate with the State or the new service provider and otherwise take all reasonable steps to assist the State in effecting a smooth disentanglement upon the expiration or termination of the Service Agreement. 2. Not to interrupt the provision of services to the State or any obligations related to disentanglement, disable any hardware used to provide services, or perform any other action that prevents, slows down, or reduces in any way the provision of services or the State’s ability to conduct its activities, unless the State agrees that a satisfactory disentanglement has occurred. 3. Provide the State or another service provider with access to any specialized systems, technology, or processes that have been employed in servicing the State. Proposer’s Response: a. Describe your organization’s general approach to the disentanglement process. b. Describe how your organization will ensure cooperation, non-interruption and access to systems, technology and processes. 5.05 Technology Refresh Mandatory Requirements: The Provider will be required to keep the State’s telecommunications infrastructure, systems, and applications current with industry advances. Your Proposal must include a plan for keeping the State’s technology base and infrastructure current with leading technology. In particular, the State requires that all hardware and software releases will be kept at levels supportable by their respective manufacturers and that equipment will be replaced or upgraded as required to meet manufacturer’s requirements for continued support. The Provider must meet on-going functional and performance requirements, which may require the refresh of the involved equipment. Additionally, as hardware and software upgrades and maintenance are available from their respective vendors, the Provider will notify the State and coordinate implementation of the upgrades and maintenance. The Provider is responsible for maintaining hardware and software at the manufacturer’s current levels and releases. Proposer’s Response: a. Describe your methodology for ensuring the most cost-effective approach to refreshing the State’s equipment and systems. For each service component, describe your organization’s assumptions regarding refresh of equipment for which a refresh cycle is not specifically stated. b. Describe your organization’s experiences in adapting to changing technologies and how your organization handles obsolete technologies. What is your organization’s long-term vision and RFP 2007-0200-6921 Page 44 5/31/10
  • 47. Core Telecommunications Services RFP 2007-0200-6921 strategy for the use and implementation of telecommunications, and how will you share savings resulting from technological improvements with the State? c. Describe how your organization will ensure that the State will receive the full benefits of upgrades and advances in technology, and their associated increases in productivity. d. Describe the methodology that your organization will implement to assure the State that its telecommunications infrastructure, systems, and service will be kept current with industry advances. 5.06 Transition Management Mandatory Requirements: The Provider will be required to implement an expeditious and seamless transition of services, without interruption, from the State’s current telecommunications provider, GCI, to their firm. This includes all services within the scope of this RFP. On the effective date of the contract, or shortly thereafter, the Provider will assume responsibility for, and begin providing all current services, maintain all current systems, and meet current service levels experienced by the State. The Provider’s transition plan shall include, at a minimum, a detailed explanation of the manner in which the Provider will assume responsibility after the effective date of the contract for the provision of services, and the Provider’s plan for management of the State’s Telecommunications assets and resources. Proposer’s Response: a. Provide your organization’s detailed transition plan. The transition plan must include sections that identify the tasks, timeframes for the tasks, milestones, roles and responsibilities for the State and Provider personnel, and any major task contingencies. For all tasks identified in the transition plan, provide a responsibility matrix that identifies the key party responsible for the task and the supporting party, if any. For all tasks where State responsibilities are identified (including support), provide a description of the task and the estimated level of effort, based on your organization’s experience in performing similar transitions. b. Describe how your organization proposes to manage the transition of in-scope services from GCI to your organization. c. Describe in detail your organization’s experience in managing complicated transitions involving dispersed, decentralized telecommunications and IT environments; including anticipated impacts to normal business operations during transitions and how your organization works to minimize disruption. e. The State recognizes that during the transition period, there will be considerable activity, including new employees being brought in by your organization. The State feels particularly vulnerable to breaches in security and the omission of normal tasks that could have serious impact on the State’s RFP 2007-0200-6921 Page 45 5/31/10
  • 48. Core Telecommunications Services RFP 2007-0200-6921 operations. Describe the process your organization will implement during the transition period to ensure the integrity and security of the State’s operations. f. How does your organization propose to handle the transition of State-owned equipment, software, and telecommunications assets including any relocation of equipment? 5.07 Change Management Mandatory Requirements: The State’s telecommunications and IT systems, operations, and infrastructure must constantly evolve and adapt to the State’s changing environment in order to continually improve the delivery of services to the State’s departments and citizens. The Provider shall implement methodologies to accommodate such changes including changes in services, scope of services, service levels, service volumes, and application and system requirements. The State also expects the Provider to provide on-going notice, alerts, diagrams and training for end-users as changes to the environment and systems affect their daily operations. Jointly with the State, develop policies and procedures to ensure error-free transition and maximum availability of wired telephony, data network services, videoconferencing service and end user support services. This includes, but is not limited to, new installations, system component upgrades and/or any changes, such as phone numbers and area codes. Ensure that all planned modifications to the telecommunications environment conform to the change control system and procedures. ETS currently utilizes CA’s USD system for logging and tracking changes, a weekly notice /change control review board/ calendar and two weekly change time windows for scheduled outages. Proposer’s Response: a. Describe the methodologies and mechanisms that your organization proposes to implement in order to manage the State’s evolving and changing requirements during the course of your organization’s relationship with the State. Include your approach to on-going training of the State’s employees as the environment and systems evolve and change. b. Describe how your organization’s Quality Assurance processes integrate with the change management processes. c. Describe how your organization’s change control methodologies will ensure that: (i) all changes to the telecommunications environment are managed; (ii) changes will be implemented with minimal impact on the State’s processing; (iii) that State will be given timely notification of pending changes. d. Describe the review and reporting process your organization proposes to track the effect of implemented changes. e. Please detail any difference(s) in service delivery between any bundles or within any of the bundles (wired telephony, data network services, videoconferencing, end user support services). RFP 2007-0200-6921 Page 46 5/31/10
  • 49. Core Telecommunications Services RFP 2007-0200-6921 5.08 Security and Confidentiality Background: The State’s systems and databases contain private and confidential information. Some of this information is subject to special statutory protection including, but not limited to, public safety records and confidential health and human services data. Mandatory Requirements: The Provider must implement a methodology for maintaining the security and confidentiality of all information in accordance with applicable Federal, State and local laws and regulations, such as the US Department of Justice Criminal Justice Information Systems (CJIS) Security Policy. The Provider shall have no rights to use or access any State data or information, except as required to provide the in-scope services. Your organization will be fully and solely responsible for security, with respect to all services it provides and all systems it maintains, and for protecting against unauthorized and fraudulent use of the State’s telecommunications systems. Provide appropriate security methodologies (e.g., expiring password protection, encryption, firewalls, logs, tunneling etc.) at points of public and remote access for the State’s wired telephony (PBX and VOIP), data network services, videoconferencing service and end user support services. Provide appropriate detection methods to identify unauthorized access, such as call monitoring, recording, etc. Retain Call Detail Records (CDR) and logging as required by the State. Ensure security of the voice mail systems (Meridian and Unity) to prevent toll fraud and unauthorized access. Ensure that maintenance access, dial-up or network, to the PBXs, core Cisco Call Managers, and associated systems are protected from unauthorized access by the use of secure, “call back” modems for dialup access, as well as passwords for LAN and VPN clients, for WAN access. The successful bidder shall maintain a secured and monitored environment and perform a periodic security audit at the discretion of the State Security Office. Proposer’s Response: a. What methodology does your organization propose to protect the security and confidentiality of data and information proprietary to the State or subject to special statutory protection including, but not limited to, confidential data with respect to health and human services and public safety? Describe how you have addressed similar issues with other Federal and State government agency customers. b. Describe your strategy to detect and prevent fraud, abuse, and unauthorized entry into the State’s voice, video and data networks? Include descriptions of specific tools and methods. c. Describe the extent to which your organization will assume financial liability to remedy impact on the State due to breaches in protective security measures implemented and managed by your organization. d. The State requires criminal background checks of all of your organization’s voice, video or data network employees. The State Department of Public Safety (DPS) will perform criminal background RFP 2007-0200-6921 Page 47 5/31/10
  • 50. Core Telecommunications Services RFP 2007-0200-6921 investigations, including fingerprinting, of any of your organization’s employees that have access to criminal justice records. Employees who do not pass the required background screening criteria cannot be assigned to any work area with access to DPS data. Describe your organization’s current security screening practices for new hires, and any on-going security screenings that may take place (e.g., random drug testing). Include a description of any security clearances or certifications that your organization requires of its employees. g. If your organization is providing telecommunication service that will be used by parties other than the State, how does it propose to ensure the security of all State information while preventing performance degradation? h. Describe how your organization will follow the standards, policies and procedures as established by the State Security Office. i. How will your organization provide immediate and real time reporting on security related activity (e.g. viruses, worms, signatures, port scans and other attacks)? 5.09 Resource Planning and Asset Management Mandatory Requirements: The Provider will establish and maintain a resource planning, acquisition, and control function for the State, with the Provider’s primary role being to determine what telecommunications resources are needed to satisfy the State’s requirements and service levels, acquire those resources, and maintain an accurate inventory of telecommunications resources and assets. Asset records shall be integrated into the State of Alaska asset management system. The Provider shall procure all technological resources required to perform its service obligations and (subject to such fee adjustments as might be agreed upon by the parties) the Provider shall also make procurements of additional resources (i.e., resources for use by State entities other than those initially in-scope) as the State might request, at the lowest available prices. ETS will coordinate those purchases whenever possible. Procurement activities will include: procurement of additional assets; negotiation of lowest prices; obtaining the most favorable rates and discounts available; distribution and installation of all procured items; and software license compliance. Procurement activities shall be performed by and for the account of, and paid for by, the Provider. Proposer’s Response a. Describe your approach to ensure that all assets procured for the State are procured in the most cost- effective manner possible, so that the potential acquisition of such assets by the State in the event of disentanglement is favorable to the State. b. Describe your organization’s approach for keeping accurate and current records of all physical and logical assets, asset locations, end-user information, and other information related to the services that your organization will provide (including communications equipment, mobile devices, wiring cabinets, pagers, RFP 2007-0200-6921 Page 48 5/31/10
  • 51. Core Telecommunications Services RFP 2007-0200-6921 and telephones). Describe in detail your organization’s ability to use the State’s asset management system (USD). 5.10 Quality Assurance Mandatory Requirements: The Provider will establish, maintain, and administer a quality assurance service for the State. The Provider’s primary role will be to ensure effective control over hardware and software that is acquired, developed, maintained, or supported. The Provider will ensure that its employees and agents have procedures and work instructions that meet designated quality requirements; that procedures are adequate to meet the State’s needs and the requirements of contracts, regulations, and the public; hardware and software acquisition, development, and support are performed in compliance with these procedures; State personnel are informed of compliance with these procedures; and that process improvements are initiated when procedures and work instructions are found to be inadequate. Furthermore, should the State decide to retain a third party to provide independent verification and validation (IV&V) services, the Provider will be required to work closely and openly with the State’s designated IV&V entity and provide the same level of access and support as is required by the State. Proposer’s Response: a. Describe your organization’s proposed quality assurance methodology and procedures. Describe the State’s role in your quality assurance processes. b. Describe your experience working with third party Quality Assurance methodologies. Cite any references to organizations similar to the State where you have worked with a third party agency. c. Describe your organization’s approach to total quality management, and your organization’s total quality plan. 5.11 Disaster Recovery Background: The State currently uses Infoplus for PBX backups, SunGard Corporation for disaster recovery testing, and Smartnet (Cisco) for emergency replacement. Additionally, each department in the State is currently responsible for its own Disaster Recovery and COOP plan for distributed database and desktop computing resources. Mandatory Requirements: The Provider will be required to assist ETS and DMVA with the execution of the State’s Continuity of Operations Plan (COOP) that was developed to ensure performance of essential functions and continuity of government following a major event. Furthermore, the Provider will actively coordinate with DMVA in the development of joint disaster communications protocols, contingency plans and disaster recovery operations. Nothing in this RFP or in the resulting contract shall be interpreted to reduce DMVA’s statutory authority for coordinating, providing, or supplementing communications services during a declared State emergency. RFP 2007-0200-6921 Page 49 5/31/10
  • 52. Core Telecommunications Services RFP 2007-0200-6921 Proposer’s Response: a. For each service component, describe your approach to providing continuous operations of the State’s systems. b. For each service component, describe your organization’s proposed solution for providing Disaster Recovery services to the State. c. In the event of a disaster, describe your organization’s plan for supporting mission critical services (e.g., public safety answering point (PSAP), central data processing). d. Explain your organization’s recovery testing methodology, including frequency and methods of testing. 5.12 Reporting and Communication Mandatory Requirements: The Provider will be required to assemble and create monthly reports on the performance of all contracted functions, in order to assist in the effective management of the contract, and enable continuous improvement of the services that the State receives. Ad Hoc Reports, including billing reports, will be periodically requested and must be compiled and distributed to the State’s management in an electronic format. Reports must be compiled and published on all functions, including performance, Service Level Agreements (SLAs), cost management, and subcontractor relationships on a Statewide and department-level basis. These reports must include the measurement of the Provider’s actual performance against the required service levels. The Provider will be required to provide reports in formats, content, and frequency as directed by the State. The Provider will be required to implement a management structure to facilitate communications between the Provider and the State and, to address and resolve concerns escalated either by the Provider or the State. Routine meetings and reporting processes must be defined to ensure a smooth interface and timely resolution of issues. The State’s managerial and technical professionals will administer the State’s relationship with the Provider and exercise the State’s retained authorities. The State will define authorized contacts for each service obtained from the Provider. The Provider will be required to designate a single project manager to coordinate the delivery of all services. The State will not resolve issues or disputes between Provider’s personnel and any subcontractors retained by the Provider. For operational services such as problem resolution, help desk inquiries and the like, there must be routine and continuous interaction between the Provider’s employees and the State’s end-user community. The Provider’s employees are, in fact, extensions of the State’s telecommunications organization, and will be a significant interface between such organization and the State’s end-user community. This operational interface will determine the satisfaction of the State’s employees with the services delivered by the Provider. The Provider will be required to continuously measure and improve its service delivery and the State’s employee satisfaction with those services. The State requires the Provider to perform annual end user surveys by Department, as part of this process. RFP 2007-0200-6921 Page 50 5/31/10
  • 53. Core Telecommunications Services RFP 2007-0200-6921 Although the State fully expects the Provider to assign only its highest quality and most experienced personnel to manage the Vendor’s responsibilities through the course of this contract, the State is concerned about the potential consequences should the Provider’s Program Manager or members of the Account Team prove to be ill-suited to meet the demands of the project. Therefore, the State reserves the right of approval regarding the hiring or transferring of key Provider management personnel. Proposer’s Response: a. Describe in detail how your organization plans to meet and/or exceed expectations and deliverables outlined in the Service Level Agreements that will be part of this contractual relationship. b. Describe your organization’s plan to manage its relationship with the State. c. Indicate the period of time over which your organization will commit to keep your initial key personnel in place, rather than re-assigning them to other clients’ projects. d. Describe your organization’s approach to communications and any innovative techniques your organization plans to use to meet the State’s requirements. e. Describe how your organization will monitor its performance of services, including annual end- user surveys by Department. 5.13 Common Requirements for all Bundles 5.13.1 Support Existing Operations Mandatory Requirements: The Provider will be required to: (i) assume full management responsibility and provide all telecommunications services and support to the State; (ii) ensure the proper and orderly functioning of all State equipment as designated by the respective equipment manufacturers; and (iii) meet existing service levels in support of the State’s on-going functional requirements. The Provider must agree that, in the event of a good faith dispute between your organization and the State, it shall not suspend, interrupt, slow down, or otherwise adversely affect the services that your organization provides to the State, regardless of whether payments are reduced in respect to the items in dispute. Proposer’s Response: a. Describe your approach for transitioning responsibility for the telecommunications services and systems from GCI to your organization. RFP 2007-0200-6921 Page 51 5/31/10
  • 54. Core Telecommunications Services RFP 2007-0200-6921 b. Describe how your organization will accommodate the State’s need for full disclosure of financial and operational information as required by various governmental agencies (i.e. Federal and State) in order to receive funding for operations. 5.13.2 Provide Competitive and Economically Favorable Services: Mandatory Requirements: Provide the most competitive and economically favorable wired telephony, data network, videoconferencing and end user support services on a continuous basis through the life of the Proposer’s contract. If the rates for any telecommunications service offering, i.e., circuit(s), are less expensive than the contract rate, the Provider will automatically reduce the charge the State of Alaska to the prevailing rate(s). Proposer’s Response: a. How will your organization ensure that the State receives the most economically favorable rates for each of these service areas? b. How will your organization ensure that reductions in the cost of providing services to the State (through cost reductions or revenue generation) are shared with the State? 5.13.3 Maintain Systems and Equipment Mandatory Requirements: Provide proactive maintenance activities to ensure the optimal operation of the State’s wired telephony, data network services, videoconferencing services and end user support services, including, but not limited to, voice switching and transmission facilities, State owned TIE cable/conduit system, voice mail and enhanced telephony services system, audio teleconferencing system, recorded announcement equipment, etc., as described in the manufacturer specifications, and according to the State’s requirements and the SLA documented in this RFP. Provide users with advance notification of any maintenance activity that may involve a service interruption. Any service interruptions that result from maintenance activities must be minimized. Proposer’s Response: a. Describe the proactive activities that your organization will perform on the systems to ensure their optimal operations, including timeframes and coordination with the State. 5.13.4 Provide Trouble/Fault Management: Mandatory Requirements: Provide expert and timely trouble repair services for wired telephony, data network services, videoconferencing service and end user support services, including but not limited to, voice switching and transmission facilities, voice mail and enhanced telephony services system, audio teleconferencing system, etc., as specified in the SLAs listed in this RFP. Provide fault sectionalization and a means to bypass or isolate sections of the impacted system or network. Provide notification to the user of the course of action that will be taken and an approximate time to clear the trouble. Provide notification to the user upon completion of the trouble repair. Using the State’s USD system, maintain the State’s database of all trouble tickets to reflect, at a minimum, time trouble was reported, nature of trouble, industry standard root cause descriptions and its impact (service affected or amount of phones out of service), actions required resolving the trouble, and the time the RFP 2007-0200-6921 Page 52 5/31/10
  • 55. Core Telecommunications Services RFP 2007-0200-6921 trouble was resolved. For building, city, major system or WAN outages, provide root cause analysis description. Provide monthly report sortable by equipment, location and root cause. Provide alarm monitoring and remote notification on a 24x7x365 basis for the main PBXs in Juneau, Anchorage and Fairbanks. Proposer’s Response: a. Provide a listing and qualifications of key maintenance personnel in the key locations of Juneau, Anchorage and Fairbanks. b. Describe how your organization will meet this requirement. 5.13.5 Provide Configuration Management: Mandatory Requirements: Maintain inventory, configuration documentation and diagrams of the State’s wired telephony, data network services, videoconferencing service and end user support services, including but not limited to, voice switching, voice mail and enhanced telephony services system, audio teleconferencing system, phone numbers and user classes of service and resources including routers, switching elements, cabling and mapping, etc. This requirement includes any TIE lines, DIDs, DODs, switching elements, cabling and mapping, user equipment, user calling features, etc., and their connectivity. Store and maintain a database of this information, including State IP addresses, for use of the Provider and State. It is the State’s intent that “as built” documentation and circuit layout records will be kept current. The information must be available to the State of Alaska. Proposer’s Response: a. Describe how your organization will meet this requirement. 5.13.6 Provide Capacity Management: Mandatory Requirements: Compile network and circuit utilization data in order to appropriately plan and recommend changes in the bandwidth requirements for the State’s wired telephony, data network services, videoconferencing service and end user support services including but not limited to, voice switching, voice mail, converged network traffic, enhanced telephony services system, and audio/video teleconferencing system. Proposer’s Response: a. Describe the data that your organization’s proposal will use to determine bandwidth and capacity requirements. 5.13.7 Provide Account Management Services Mandatory Requirements: Monitor and record all data, such as call rating tables, long distance call usage detail and IMACD orders, necessary to generate cost allocation reports for local, long distance, WAN, ISP, videoconference system usage as well as completed IMACD orders. Provide cost allocation reports for customer groups as identified and specified by the State of Alaska billing hierarchies. These reports will be provided in electronic format as specified by the State, and RFP 2007-0200-6921 Page 53 5/31/10
  • 56. Core Telecommunications Services RFP 2007-0200-6921 shall include all calculations, any applicable taxes and provide monthly billing for current and past services as well as track payments and balances. Provide periodic summary for Juneau, Anchorage and Fairbanks systems. Include total minutes of usage for all systems. Provide Intrastate and Interstate summary of total minutes for all other State of Alaska locations. For example, itemized call detail records must include length of each call by phone number and charge. All billing shall include appropriate USD ticket number, circuit, phone or other reference numbers that trigger billing for service delivery. Time and Materials (T&M) projects performed under this contract will reference both the USD Service Order (SO) number and the contract number. Proposer’s Response: a. Describe how your organization will meet this requirement. b. Describe how your organization will support the State’s call accounting and voice call analysis billing solution, Avotus Attendant Directory. 5.13.8 Coordinate, Reconcile and Provide Detailed Billing Mandatory Requirements: On a monthly basis, coordinate and reconcile all local, long distance, calling card, data network, ISP, and videoconferencing service billing by the 10th day after the closing of the billing month. Using the formats required by the State Agencies’ Fiscal offices, provide electronic billing statements to agencies at the organizational level required by each agency (i.e. department, division or office). An electronic copy of all billing must be sent to ETS Fiscal. An example of these reports would be call detail information including summary level billing report for management review purposes. Summary by city, of total minutes of usage for Local, off-net Intrastate and Interstate minutes for wired telephony environments in Juneau, Anchorage and Fairbanks. Reports must include originating department and telephone number, telephone number dialed (including city/state), date and time of call, length of call, applicable rate or rate code and total cost of call. Proposer’s Response: a. Describe how your organization will meet this requirement. b. Describe how your organization’s approach will work with the State’s call accounting and voice call analysis billing solution Avotus Attendant Directory. 5.13.9 Provide Install/Move/Add/Change/Disconnect (IMACD) Services Mandatory Requirements: Provide any IMACD services such as the installation, relocation, and/or disposition of the State’s wired telephony, data network services, videoconferencing service and end RFP 2007-0200-6921 Page 54 5/31/10
  • 57. Core Telecommunications Services RFP 2007-0200-6921 user support services for telecommunications components as requested by authorized State personnel. This includes IMACDs that may result from building modifications, remodeling, and software and/or hardware changes necessary to add or remove requested capabilities and features. Provider must coordinate IMACD services for all State locations through the State of Alaska Service Center. The Provider must first reutilize State assets and use reconditioned equipment before acquiring new equipment, i.e., reconditioned phones. Any user and/or system down time resulting from an IMACD must be minimized and clearly communicated in advance to the affected users. Written notification that the IMACD was completed will be given to the user(s) affected within the time specified in the SLAs. Update inventory and asset database in USD, in a timely manner, to reflect IMACDs. IMACDs on the State phone network (PBX and VoIP) are included in the monthly flat fee billed to SOA agencies. IMACDs for standalone systems will be billed directly to end-user agencies by the provider of services as applicable. The State will provide all equipment necessary to provision a new location. Any one-time and recurring costs, such as for circuits, will be billed directly to ETS by the LEC. Once the new location is installed and operational, it becomes the responsibility of the Provider to maintain and manage as per Maintenance and Operations, Section 5.13. Proposer’s Response: a. Describe how your organization will meet this requirement. 5.13.10 Manage Upgrades Mandatory Requirements: At the State’s request and after State approval, plan, implement, install upgrades to the State’s wired telephony, data network services, videoconferencing service and end user support services, including but not limited to, voice switching, voice mail and enhanced telephony services system, audio teleconferencing system, etc., equipment as recommended by the systems manufacturer and as jointly agreed upon by the State. These upgrades should focus on preventing system obsolescence. Additionally, these upgrades should consider the future, long-term requirements of the State. Any user and/or system down time resulting from an upgrade must be minimized and clearly communicated in advance to the affected users through the change control process. Costs for such upgrades will not be included in the cost for managing the State’s infrastructure, but will be authorized and paid for by the State on a case-by-case basis. Update inventory and asset database, in a timely manner, to reflect upgrades. Proposer’s Response: a. Describe your organization’s planning, engineering and deployment approach. b. Describe how your organization plans to involve the State in the planning process for upgrades. RFP 2007-0200-6921 Page 55 5/31/10
  • 58. Core Telecommunications Services RFP 2007-0200-6921 c. How will your organization ensure that any software versions are kept current? d. Within how many releases will your organization consider a software version “current”? e. How does your organization plan to keep the State informed of pending hardware changes necessary to facilitate software changes? 5.13.11 Provide Service Interruption Notice Mandatory Requirements: Provide notice to all affected users of any planned or unplanned interruption to wired telephony, data network services, videoconferencing service and end user support services, including but not limited to local, long distance, voice mail or enhanced telephony service interruptions, including day, time of day, and estimated duration of outage. The State of Alaska requires that Provider submit changes to the agenda of the Change Control meeting that occurs every Tuesday morning at 09:30 am. This meeting is held in the 5th floor conference room of the State Office Building in Juneau and is also accessible via dialup and/or video conference on an “as needed’ basis. Once approved through this forum, the notice to affected users may proceed. Proposer’s Response: a. Describe how your organization will meet this requirement. 5.13.12 Creative Leveraging Mandatory Requirement: To achieve maximum effectiveness for the delivery of services, the Provider shall show proof of creative leveraging of wired telephony, data network services, videoconferencing service and end user support services in the converged network environment, including but not limited to the Provider’s infrastructure and solutions. Proposer’s Response: a. Describe how your organization will meet this requirement. 5.13.13 Service Level Agreements Mandatory Requirements: The Service Level Agreements (SLAs) for Telecommunications are categorized into the following sections: Trouble Resolution, System Performance, and Operations and Administration. The State believes that the descriptions of the State’s Telecommunications SLAs, which are documented in Attachment Six, will need a few minor revisions. The State and successful offeror will negotiate final language of the SLAs. The State will require the successful offeror to meet the State’s SLAs. The Scope of work and SLA’s will be adjusted annually, as telecommunications and technology continue to change and provide incentives which are attractive to both the State and the successful offeror. This will be accomplished by the following process: 1) Annually establishing by mutual agreement performance incentives or shared savings methodologies that would be based on mutually agreed performance criteria structured to reward the Provider for outstanding performance (e.g., under budget expenditures for all telecommunications RFP 2007-0200-6921 Page 56 5/31/10
  • 59. Core Telecommunications Services RFP 2007-0200-6921 services; benefits achieved through accelerated technology reengineering efforts; delivery of improved services; or implementation of improved technologies or processes). 2) Annually establishing by mutual agreement monthly, quarterly, or annual fee reductions that would be based on performance criteria structured to reduce the Provider’s fees for failures to achieve certain SLAs or targeted performance standards. 3) Upon failure of the State and the Provider to mutually agree to any annual adjustments, the State shall have, as one of several options, the right to retain the same unit prices for the then following year of the term. Alternatively, as another option, the State could end the term of the agreement and cause an orderly disentanglement. Proposer’s Response: a. Explain your methodology and approach to a benchmarking methodology to assure that the pricing of your organization’s services is competitive. b. Would your organization be willing to extend any telecommunications services to other governmental agencies (i.e. Federal, State or local) on the same terms under which such services are provided to the State? Describe how the unit charges would be affected by increased volumes attributed thereto. Note: Responses to questions in sections 5.14.1 through 5.17.8 will be scored. Maximum Number of Points and Percentage of evaluation by Bundle: Bundle 1 – Wired telephony - 120 points – 12 Percent Bundle 2 – Data network Services - 120 Points – 12 Percent Bundle 3 – Videoconferencing Services – 30 Points – 3 Percent Bundle 4 –End User Support Services – 70 Points – 7 Percent The maximum number of points for each subsection within each Bundle will be noted in the respective subsection. 5.14 Bundle 1 - Wired Telephony Services (120 Points) Mandatory Requirements: The successful vendor will be required to take over all functions necessary to provide wired telephony services within Anchorage, Juneau and Fairbanks. This includes operation, maintenance, integration, routing, and repair of the State owned networked PBX infrastructure, VOIP services and all stand alone PBXs and key systems, voice mail, ACD, and IVR systems. RFP 2007-0200-6921 Page 57 5/31/10
  • 60. Core Telecommunications Services RFP 2007-0200-6921 ETS plans to continue the Telephone Replacement Project, which will transition approximately 13,000 legacy PBX and 3rd party phones onto the VoIP platform by 6/30/08. This also includes services provided by third party Local Exchange Carriers (LECs), for example Centrex, local access trunks, long distance, etc. The Offeror must provide directory assistance service from their service centers located in the major metropolitan areas (Anchorage, Fairbanks, Juneau). Organizational charts and resumes for all key personnel, both managerial and technical, must be included with your response, as per RFP Section 6. The State requires staffing in Juneau, Anchorage and Fairbanks. 5.14.1 Provide an Integrated Voice Switching System Mandatory Requirements: Provide telephony services. Operate, maintain, and repair the State’s legacy PBX telephony infrastructure to provide, at a minimum, the features that are in use today, including but not limited to: Automated Call Distribution (ACD) and accompanying management reporting systems, Interactive Voice Response (IVR), Customer Call Routing (CCR), predictive dialing, Voice Mail, audio teleconferencing, call center applications (i.e., TeleCorp or CCR), and Computer Telephony Integration (CTI) applications, Caller Identification Blocking, call waiting, call forwarding, caller ID with name and number, Direct-Inward Dial (DID), call hold, multiparty conference call, call group pickup, last number redial, speed dial, intercom groups, automatic call back on busy, and other features as required by State users. Scored Response (Maximum 10 Points): a. Describe your organization’s proposed solution. Describe, in detail, appropriate modifications to the present system to support future State needs. Include in the description how your solution will support advanced call processing applications. b. Describe your organization’s proposed solution to maintaining a legacy PBX environment that is no longer supported by Nortel (effective 4/1/06). Include any PBX failure contingency plan(s) you would implement. 5.14.2 Provide Operations and Maintenance of the VoIP environment Mandatory Requirements: Provide IP based telephony services. Operate, maintain, and repair the State’s VoIP environment infrastructure to provide, at a minimum, the features that are in use today, including but not limited to: Automated Call Distribution (ACD), and accompanying management reporting systems, Call Center applications, Unity voicemail, call waiting, call forwarding, Caller ID with name and number, Direct-Inward Dial (DID), call hold, multiparty conference call, call group pickup, last number redial, speed dial, directory dialing, automatic call back on busy, and other features as required by State users. Scored Response (Maximum 10 Points): RFP 2007-0200-6921 Page 58 5/31/10
  • 61. Core Telecommunications Services RFP 2007-0200-6921 a. Describe your organization’s proposed solution. Describe, in detail, appropriate modifications to the present system to support future State needs. Include in your description how your solution will support advanced call processing applications. b. Describe your organization’s proposed solution to management of the VoIP environment. If your solution includes applications such as Cisco’s CROS, explain how this application(s) will be managed and what the State can expect as a deliverable from this application(s). 5.14.3 Provide small PBX support (3 rd party sites) Mandatory Requirements: Within Anchorage, Juneau and Fairbanks, provide IP based telephony services including consulting, needs assessment and design services. At agency request, provide acquisition, deployment to use the core IPT system. Outside of Anchorage, Juneau and Fairbanks, all requests for small (3rd party) telephone systems will be reviewed by ETS and the provider for disposition and/or delegation of authority to the requesting agency. PSTN to IP network media gateway services will be considered during this process. In all cases, the provider must record requests, assets and activities in the USD management system. Scored Response (Maximum 5 Points): a. Describe your organization’s proposed processes and give example of solution(s). b. Describe, in detail, how your organization might design and/or provide PSTN to IP network gateway services to enable branch office deployments. 5.14.4 Identify and Eliminate Unused Voice and Data Lines Mandatory Requirements: Monitor and update existing lines to reflect IMACD. Disconnect unused voice and data lines within 30 days of an IMACD. Ensure that costs to the State associated with line counts reflect active lines in use. Provide first report of disconnect proposal/status by end of first quarter after contract award. Provide annual report thereafter. Scored Response (Maximum 5 Points): a. How will you maintain accurate line counts and associated costs to the State while ensuring that lines needed to accomplish State business are not disconnected? 5.14.5 Support Designation of Class of Service Mandatory Requirements: The State’s voice system must support the capability to define and program users for a class of service as designated by authorized State personnel; For example, limiting long distance calling ability from courtesy and/or reception area phones. Scored Response (Maximum 3 Points): a. Describe how your organization will meet this requirement. 5.14.6 Provide Telephone Sets and Support Calling Features RFP 2007-0200-6921 Page 59 5/31/10
  • 62. Core Telecommunications Services RFP 2007-0200-6921 Mandatory Requirements: Provide State users with single line or multi-line telephone sets, including various calling features as specified by the State. These features will be inclusive for both the legacy PBX system and the Cisco VoIP systems. For instance, provide maintenance for the installed Call Center Announcer server in Juneau that is utilized by the Alaska Marine Highway System (AMHS) Reservations. This device speaks estimated wait times to callers upon entry into the AMHS call center queue. There are other accessory systems deployed with our core IPT and PBX systems which are considered in-scope. Scored Response (Maximum 5 Points): a. Describe how your organization will meet this requirement. 5.14.7 Provide Local Telephone Services Mandatory Requirements: Provide direct-dial local telephone access and services for Anchorage, Juneau and Fairbanks. Scored Response (Maximum 3 Points): a. Describe how your organization will meet this requirement. 5.14.8 Provide Long Distance Services Mandatory Requirements: Provide both in-state and out-of-state direct-dial long distance access and services without the requirement for the user to dial additional access codes. Scored Response (Maximum 5 Points): a. Describe how your organization will meet this requirement, including intrastate and interstate rates. 5.14.9 Provide Calling Card Services Mandatory Requirements: Provide calling card services, including long distance access, for State employees as required and designated by authorized State staff. Scored Response (Maximum 3 Points): a. Describe how your organization will meet this requirement. 5.14.10 Provide Redundant Voice Connectivity Services for Critical State Telecommunications Mandatory Requirements: State public safety agencies rely upon voice services for critical Safety of Life (SoL) communications. As such, these state agencies require redundant, independent voice service design and failover for the Public Safety Answering Points (PSAPs), communications centers, and other SOA designated mission critical sites. Scored Response (Maximum 5 Points): RFP 2007-0200-6921 Page 60 5/31/10
  • 63. Core Telecommunications Services RFP 2007-0200-6921 a. Describe how your organization will meet this requirement. 5.14.11 Provide an Integrated Voice Mail System Mandatory Requirements: Operate, maintain, and repair the State’s Unity and Meridian voice mail systems in order to maintain, at a minimum, the features and functionality provided today. Scored Response (Maximum 5 Points): a. Describe how your organization will meet this requirement. 5.14.12 Ensure Least Cost Routing Mandatory Requirements: Continually ensure that the voice switching and transmission facilities are appropriately designed, configured and programmed to minimize the overall cost to the State on all outbound calls and routes. Scored Response (Maximum 5 Points): a. Explain how your organization will ensure that this requirement is continually met for both the legacy PBX environment and the new VoIP environment. b. Describe how your organization’s outbound call reports will demonstrate least cost routing. c. Explain how your organization would propose to add small PBX (3rd party) locations into the State’s converged long haul traffic systems. 5.14.13 Project Tracking Billing Mandatory Requirements: The State requires the ability to track and allocate costs on a by-project basis for certain types of intergovernmental projects. Provide project code call tracking and billing. The State may also provide billing on certain items to State agencies. Several State of Alaska agencies currently utilize account codes. Depending on the agency, the codes are of differing lengths and can be verified or unverified. Verified codes have to match a predefined table for the call to proceed, unverified codes will not. Scored Response (Maximum 3 Points): a. Describe how your organization’s approach will work with the State’s call accounting and voice call analysis billing solution Avotus Attendant Directory. 5.14.14 Manage Wired Telephony System Performance and Operations Mandatory Requirements for wired telephony: Monitor performance and operations of the State’s voice switching, voice mail and enhanced telephony services system, audio teleconferencing system, etc., to ensure that the network is meeting performance and operational requirements as specified in the SLAs. Monitor and store traffic patterns and volumes by location to aid in on-going system changes or upgrades. Use proactive management practices to spot congestion, line and trunk saturation, call blocking, identify options for alternative routing. Make appropriate recommendations and take action to alleviate problems. RFP 2007-0200-6921 Page 61 5/31/10
  • 64. Core Telecommunications Services RFP 2007-0200-6921 Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.14.15 Maintain Internal Numbering Plan Mandatory Requirements: Maintain the State’s current dialing plan. Ensure that new services provisioned fit within the existing dialing plan. Calls must be identified by group/department and bills must be allocated to a group/department. Identify how internal calls will be processed and billed. Scored Response (Maximum 5 Points): a. How will internal State calls be processed and billed? Specifically, how will calls that are currently on-net be billed, and how will cost savings be applied? 5.14.16 Provide Caller ID and Call Blocking Mandatory Requirements: Provide Caller ID for all on or off net (local and long distance) state calls, as well as Caller ID blocking on a per call and/or per line basis for State lines as required. Scored Response (Maximum 3 Points): a. Describe how your organization will meet this requirement. 5.14.17 Provide Toll- Free Telephone Services Mandatory Requirements: Provide inbound toll free (800) telephone access and services for calls terminating on the State phone network (PBX and VoIP). Scored Response (Maximum 5 Points): a. Describe how your organization will meet this requirement. 5.14.18 Provide for existing 911 and VoIP E911 compatibility with local PSAPs Mandatory Requirements: Provide 911 and VoIP E911 compatible interfaces for Meridian PBXs and Cisco Call managers in Juneau, Anchorage and Fairbanks to their respective PSAPs. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.14.19 Provide VoIP Converged Telephony, Data and Video Services As of 2/28/07, the State’s Voice network currently has deployed approximately 4,643 Cisco VoIP phones at 28 sites operating in a converged voice, data and video network. See table(s) under section RFP 2007-0200-6921 Page 62 5/31/10
  • 65. Core Telecommunications Services RFP 2007-0200-6921 4. ETS plans to migrate all remaining legacy PBX, small PBX (3rd party) and VOIP sites within Juneau, Anchorage and Fairbanks. Scored Response (Maximum 10 Points): a. Describe how your organization will support the VoIP converged environment and meet this requirement. b. Describe how your organization will support Cisco Call Managers, Unity Voice Mail, IPCC/express services, ICD and XML services. c. Describe how your organization will support PSTN connectivity. d. Describe how your organization envisions self service under a VOIP system. Give specific examples of IMACD differences under a VOIP system. e. Describe how your organization will support an integrated active directory service and what certifications and expertise are required to develop, deploy and support VoIP services. f. Describe your organization’s experience in deploying VoIP technologies (Include total number of phones deployed, number of sites deployed, whether or not your organization provided these services directly or if these services were sub-contracted to another vendor). g. Describe how your organization supports QoS, CoIP, active directory integration and other services to ensure a high level of Voice, Data and Video Services across the network environment. 5.14.20 Documentation of the State of Alaska Networks Mandatory Requirements: Provider shall continue to periodically update all existing and ongoing system and network documentation for the life of the contract. This documentation shall be in Visio, Autocad and paper format(s) and will remain the property of the State of Alaska. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement 5.15 Bundle 2—Data Network Services (120 Points) 5.15.1 Support Statewide WAN Connectivity Mandatory Requirements: Provide operations and maintenance support of the State of Alaska’s Wide Area Network to include immediate, real time (near zero time connection) access at all State locations. Scored Response (Maximum 10 Points): RFP 2007-0200-6921 Page 63 5/31/10
  • 66. Core Telecommunications Services RFP 2007-0200-6921 a. Describe your organization’s proposed support model. 5.15.2 Support Multimedia Transport Mandatory Requirements: Support the transport of multimedia applications including voice applications from the voice switching system, data from the LANs and Internet, and video from videoconferencing systems. Scored Response (Maximum 10 Points): a. Describe your organization’s approach. b. Describe the specific benefits (e.g., operational, financial, administrative, etc.) of your organization’s solution. c. Describe the risks of implementing a fully integrated, consolidated multimedia infrastructure. How will your organization’s solution mitigate these risks? 5.15.3 Provide Bandwidth on Demand Mandatory Requirement: Proposer must provide flexible bandwidth allocation during critical SOA events such as PFD registration, Legislative session and Public Elections. Scored Response (Maximum 10 Points): a. Describe how your organization will provide this feature. 5.15.4 Provide Virtual Private Networks Mandatory Requirements: Support and maintain existing SOA virtual private networks for the secure and controlled transport of confidential information, allowing only authorized users access to the information. In addition, provide future expansion of VPN networks, clients and requirements to maintain a secure environment. Scored Response (Maximum 5 Points): a. Describe how your organization will manage this service. 5.15.5 Manage Data Network Services Performance and Operations Mandatory Requirements for data network services: Monitor Statewide ISP systems performance and operations to ensure that the network is meeting performance and operational requirements as specified in the SLAs. Monitor and store traffic patterns and volumes by location to aid in on-going system changes or upgrades. Make these accessible electronically or on-line. The State reserves the right to increase bandwidth to the State’s access points. Additional bandwidth costs will be negotiated between the State and the Provider. Scored Response (Maximum 10 Points): RFP 2007-0200-6921 Page 64 5/31/10
  • 67. Core Telecommunications Services RFP 2007-0200-6921 a. Describe how your organization will meet this requirement. 5.15.6 Provide Broadband / Dialup Service (DSL, cable modem and wireless) Mandatory Requirements: The State currently utilizes a broadband / dialup environment for users to be able to access both the State’s network and the Internet. The Internet access solution must not use the State’s access points, so as not to impact the State’s intranet to internet link capacity. Scored Response (Maximum 10 Points): a. Describe how your organization will provide secure dialup to the State’s network and the Internet. b. Describe how your organization will handle IMACDs for dialup account processing: c. Describe how your organization will handle long distance services for Inter/Intra State dialup access: 5.15.7 Develop and Maintain Network Management Tools Mandatory Requirements: The State requires live, real time reporting using network management tools such as Cisco Works, AA Servers, Big Brother, Concorde’s Live Health and other tools. Scored Response (Maximum 10 Points): a. Describe your organization’s approach to utilizing network management and access tools that are described in this section. 5.15.8 Provide Core Backbone Services Mandatory Requirements: Provide, configure and manage high bandwidth, low latency bandwidth with Qos between eight locations in Anchorage, Juneau and Fairbanks. Currently this is Anchorage (5 locations): DS3, four 100 mpbs, one 1000 mpbs; Fairbanks (two locations): one DS3, one 100 mpbs; Juneau (One location): one DS3. De-channelized DS3 has separate diverse path. DS3 between Anchorage and Fairbanks runs on State microwave. Mandatory Tools: Fault-tolerant, passive, matrix switching taps for monitoring, capture, and analysis of physical errors on segments/equipment. The baseline measurement information shall be stored as a historical baseline in a centralized repository and used for capacity planning, network service auditing, alarms and customer-service target SLAs as outlined below. Regular reports shall be published every week. SOA designated staff shall have access to generate ad hoc reports. Target Backbone and any VOIP site: 100% uptime: .1% packet loss, below 50ms one way latency and .5 ms jitter. Network tools included should minimize delay on voice quality such as lost-packet compensation, clock synchronization and echo cancellation. RFP 2007-0200-6921 Page 65 5/31/10
  • 68. Core Telecommunications Services RFP 2007-0200-6921 Response/monitoring inc. alerting: Trouble ticket within 15 minutes; notification/callback within 30 minutes; assignment and response within 1 hour, resolution within four hours. Root cause analysis for each unplanned outage and SLA alarm. Scored Response (Maximum 10 Points): a. Describe your organization’s proposal for these services. b. Describe your organization’s expertise and ability to provide these services. 5.15.9 Maintain the VoIP / IPT environment Mandatory Requirements: Currently the State has deployed VoIP/IPT technology in approximately 28 sites effective 2/28/07. Plans to expand the total number of sites to include the remaining 100 PBX sites and other 3rd party locations in Anchorage, Juneau and Fairbanks are scheduled to be submitted for budget approval. These sites use Cisco’s VoIP phones, Call Managers, Unity Voicemail servers, and ICD servers over a QoS enabled network infrastructure. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. b. Describe your organization’s expertise in providing VoIP services, including any certifications, past experiences in maintaining and operating VoIP installations and QoS enabled networks. 5.15.10 Maintain Core Network Environment, Utilizing QoS, Redundancy and Traffic Prioritization Mandatory Requirements: The State’s Core network is critical to the operation of its infrastructure. This core requires a high degree of availability with little or no packet loss to ensure the effective transport of data. Scored Response (Maximum 10 Points): a. Describe your organization’s approach to maintaining a high available network infrastructure, provide engineering, maintenance, monitoring and reporting of this environment. 5.15.11 Maintain a DMZ environment Mandatory Requirements: Provide access to services from outside the State’s network: Currently the State provides numerous “on-line” services that are available to the Internet and Intranet as well. These services will be in a DMZ environment. Maintaining an enterprise DMZ environment is critical to the successful operation of the State’s IT infrastructure. Scored Response (Maximum 10 Points): a. Describe your organization’s approach to providing DMZ services. RFP 2007-0200-6921 Page 66 5/31/10
  • 69. Core Telecommunications Services RFP 2007-0200-6921 b. Describe your organization’s approach to provided secure, monitored access to the DMZ environment. 5.15.12 Maintain a Secure Internal Private Network Mandatory Requirements: Create and maintain a Secure Internal Private Network Environment for State Agencies. Currently the State’s network typically uses multiple Class B Address blocks within its network. The State is implementing private address space within the Intranet environment. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement b. Describe the IPAM (Internet Protocol Address Management) standard tools your organization will use to manage Internet protocol address space. 5.15.13 Deploy, maintain and support Wireless Bridges and Access points Mandatory Requirements: The State currently benefits from the use of Cisco’s Wireless Bridged Services and Access points to provide LAN connectivity in certain locations. It is anticipated that the demand for these services will continue to increase and need the appropriate support to install and maintain the antenna structure, bridges and routed services that traverse these links to provide LAN connectivity. Scored Response (Maximum 5 Points): a. Describe how your organization will provide engineering, deployment and support to meet these requirements. 5.16 Bundle 3—Video Conferencing Services (30 Points) Mandatory Requirements: The State desires an enhanced ability to conduct and facilitate virtual meetings within the State using converged technology. The State’s experience with videoconferencing has indicated that its expanded use would be very beneficial. The State, through its Core Services Contract with GCI, has 25 conference rooms fully equipped with videoconferencing equipment that is available to SOA agencies on a “first-come first-serve” basis. These sites are H.323 compliant using Polycom brand videoconference units, monitors and carts. (Section 4.07.1 lists the available sites). The current system does not provide many of the features available in leading edge multimedia technologies, nor does it lend itself to the type of ubiquitous presence required to transform videoconferencing from a seldom used service to a robust, high demand service. The video conferencing infrastructure that the State requires must support both point to point and multicast capabilities for shared use by all State agencies, and would provide the power, flexibility, ease-of-use, and distributed presence currently enjoyed by audio teleconferencing RFP 2007-0200-6921 Page 67 5/31/10
  • 70. Core Telecommunications Services RFP 2007-0200-6921 systems. Such a system must support regional videoconference rooms, smaller departmental videoconferencing rooms and desktop applications. Videoconference equipment must be portable to any of these or other sites. Bandwidth allocation for video conferencing services must be flexible, with bandwidth being allocated on demand. 5.16.1 Manage Videoconferencing System Performance and Operations Mandatory Requirements: Operate and manage the use of the State’s videoconferencing system including call scheduling, set-up, tear down and problem resolution support. Monitor the State’s videoconferencing systems performance and operations to ensure that the network is meeting performance and operational requirements as specified in the SLAs. Monitor and store traffic patterns and volumes by location to aid in on-going system changes or upgrades. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.16.2 Migration to Converged Platforms Mandatory Requirement: The State of Alaska reserves the right to move audio/video conferencing onto the converged platforms at any time during the life of the contract. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.16.3 Management of Video Bridge Mandatory Requirement: The State of Alaska reserves the right to move the managed provider video bridge services to a State owned environment. At that time, the provider may be required to manage the State owned video bridge. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.17 Bundle 4—End- user Support Services (70 Points) 5.17.1 Help Desk Services Mandatory Requirements: As described earlier in this document, ETS, directly and through GCI, currently provides a number of end-user support services to State employees including help desk, user training, configuration management, etc. ETS also provides the primary user interface for coordinating Provider-side support services including problem resolution management, IMACD management, service level adjustments, and service extensions. The State’s web browser-based user interface is built upon the Computer Associates’ Unicenter Service Desk (USD) software package. The State’s user interface is used by State employees, State partners and service providers and is the toolset for end user support services. The Provider must use USD or integrate its own support service package to USD to provide centralized coordination and user interface services. RFP 2007-0200-6921 Page 68 5/31/10
  • 71. Core Telecommunications Services RFP 2007-0200-6921 As noted earlier, the State requires the Provider to supply a single point of contact for coordinating all aspects of the services components, including tier two service desk call referrals to appropriate State of Alaska designated staff for application, computer, SATS and paging services for resolution. This single point of contact will be responsible for providing all User-to-Provider interface and Prime Provider-to-Subcontractor interface coordination functions including: user help desk for in-scope services; trouble reporting; problem resolution management; configuration management coordination; change management coordination; IMACD management; SLA modification management; service extension management, etc. Any descriptive and resolution information must be documented in the USD system. This service must be properly staffed to meet the responsiveness requirements dictated by the SLAs contained herein, including 24x7x365 availability. Scored Response (Maximum 10 Points): a. Describe any issues that would preclude complete coordination of all changes through a centralized change control system. b. Describe, in detail, how your organization plans to meet the requirements for a centralized coordination, control and help desk function, including staffing levels and physical location of staff. c. Describe how your organization plans to work the State’s Operations Center for outages and notifications. d. Describe how your organization plans to work with ETS Help Desk group to ensure each of the user communities are made aware of any service impacting issues. e. Describe your organization’s methodology for supporting end-users on a 24x7x365 basis. 5.17.2 Provide Coverage During Critical Events Mandatory Requirements: Certain departments encounter critical events during certain times of the year (e.g., election time). Provide heightened notice, resolution and service to departments during critical event periods. Examples of critical events are found in section 5.15.3 and in attachment 6. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.17.3 Serve as a Single Point- of-Contact Mandatory Requirements: Provide end-users with a single point-of-contact for all questions, requests, and problems associated with services provided by the Provider and ETS. The single point of contact phone number shall be 888-565-8680. There shall be no secondary, mandatory numbers by city or region. Coordinate troubleshooting services with ETS, subcontractors and partners to resolve user problems. Provide USD and, as appropriate, email or phone calling tree notification to alert appropriate State, contractor and partner staff at direction of and as identified by ETS Help center and operations staff. RFP 2007-0200-6921 Page 69 5/31/10
  • 72. Core Telecommunications Services RFP 2007-0200-6921 Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.17.4 Help Desk Staff Mandatory Requirements: Help Desk staff must be able to troubleshoot some problems on the initial call and be qualified, experienced, trained and/or certified in voice, video, data networks, and other technology-related systems and products. Scored Response (Maximum 5 Points): a. Describe how your organizations staff will maintain an adequate level of knowledge to appropriately identify issues, categorize, prioritize, dispatch and notify various IT providers and customers. b. Describe your approach to meeting the 85 percent Help Desk resolution within 30 minutes for calls that do not require service dispatch as indicated in the SLA. Indicate any Help Desk documentation, tools, etc., provided to Help Desk staff that will facilitate the fulfillment of this SLA. c. Provide examples of your organization’s service levels with respect to problem escalation. 5.17.5 Manage the Entire Life- Cycle of Help Desk Calls Mandatory Requirements: Answer end-user Help Desk calls received from phone, fax, and Web input, record problems in a problem tracking system, manage problems through the entire problem life cycle of open, assign, accept, escalate, fix and close. The Help Desk should manage repairs to completion and resolve all subcontractor disputes in a manner that is transparent to the end user. Answer calls within the timeframe defined in the SLA. Notify end-user by telephone when a trouble call has been resolved. Maintain an enterprise problem management system and end-user Help Desk Web page that provides current status of all problems. Scored Response (Maximum 5 Points): a. Describe the life-cycle of a Help Desk call, starting from the time a call is received to the time the call is resolved and closed out. Include a description of all tools utilized within your Help Desk operations, including Help Desk tools that monitor user equipment and inventory. 5.17.6 Provide Continuous Improvement Mandatory Requirements: Maintain a continuous improvement practice that improves Help Desk services. Follow up on outages and SLA targets that the State has designated for all service components. In addition, analyze problem calls and trends to determine root cause (lessons learned), and coordinate with technology groups and end-users to implement solutions that minimize future needs for Help Desk calls. Scored Response (Maximum 10 Points): RFP 2007-0200-6921 Page 70 5/31/10
  • 73. Core Telecommunications Services RFP 2007-0200-6921 a. Describe examples where you have improved Help Desk operations throughout a contract period. b. Describe your approach to performance reviews as they relate to the State’s Help Desk operations. 5.17.7 Real- Time Updates of IMACD’s Mandatory Requirements: Serve as central point of contact for managing the end-user information database (USD). This includes the physical asset record, any appropriate billing information, status, location and other information as identified by ETS Help Center to update the record and provide service in a timely and efficient manner. Information must be kept up to date so that provider, customer and help desk staffs have access to current, reliable information. Scored Response (Maximum 10 Points): a. Describe how your organization will meet this requirement. 5.17.8 System Performance Reports Mandatory Requirements: In addition to reports described in the previous sections, the Provider will report on the following: 1. Availability chart showing voice, data and video network availability by month and city based distribution site. 2. Information pertinent to identifying the source of any unauthorized attempt, whether successful or unsuccessful, to gain access to any SOA system at the time of the incident. Provide monthly “roll- up” reports regarding this activity to the SOA Security Office. 3. Scheduled and non-scheduled service outages. Use of root cause reporting and USD to identify the duration, service affected (i.e., network), location (region, city, building), reason for outage departments affected and the estimated number of customers impacted by the outage. 4. Monthly trouble ticket reports grouped by service, equipment, root cause and customer impact. 5. Quarterly “not active” reports identifying circuits that are not in use or have not had activity. 6. Peak and average monthly utilization by shift on all wide area voice, data and video circuits. 7. Actual usage reports of all Wide Area Network Circuits, with maximum link size capacities, to ensure oversubscription of each link does not become a problem. 8. Trend analysis reports including any appropriate data that will aid in future planning and quality of service. Scored Response (Maximum 10 Points): RFP 2007-0200-6921 Page 71 5/31/10
  • 74. Core Telecommunications Services RFP 2007-0200-6921 a. How will your organization meet these requirements? RFP 2007-0200-6921 Page 72 5/31/10
  • 75. Core Telecommunications Services RFP 2007-0200-6921 SECTION SIX PROPOSAL FORMAT AND CONTENT 6.01 Proposal Content and Format Content Proposals must be direct, concise, and complete. Please focus on demonstrating your organization’s suitability to become the State’s Provider of telecommunications services. The State requires a Proposal that is specifically responsive to this RFP in every respect and detail, and is interested in the quality and responsiveness of your Proposal, not its bulk. The State discourages overly lengthy and costly proposals, however, in order for the State to evaluate proposals fairly and completely, offerors must follow the format set out in this RFP and provide all of the information requested. Unnecessarily elaborate brochures, “canned” presentations of promotional or other materials beyond those sufficient to present a complete and effective Proposal are not desired. Any changes to the content or format of this RFP may be grounds for disqualification. The State will evaluate your organization’s Proposal based upon its clarity and the directness of its answers to the questions posed by this RFP. Format To assist you in the preparation of your Proposal, the State is making available an electronic version of this RFP, in Microsoft Word 2003 format. Please insert your answers into the electronic version of the RFP, and make them identifiable by using a font color other than black or red, and/or adding a heading to the effect of “ABC Company Response:” See Section 1.01 for other submission requirements. 6.02 Introduction Proposals must confirm that the Offeror will comply with all of the provisions in this RFP, and if applicable, provide notice that the Offeror qualifies as an Alaskan Bidder. Proposals must be signed by a company officer empowered to bind the company. An Offeror's failure to include these items in the proposal may cause the proposal to be determined to be non-responsive and the proposal will be rejected. RFP 2007-0200-6921 Page 73 5/31/10
  • 76. Core Telecommunications Services RFP 2007-0200-6921 6.03 Experience and Qualifications (40 Points) Mandatory Requirements: The Offeror is required to clearly outline the organizational structure, including the roles and responsibilities, and relevant experience, of all parties involved in this Proposal. The following Section outlines the information required by the State to accurately evaluate the proposed staffing and relevant experience of the Provider and allied organizations. Joint ventures are acceptable as long as one partner is designated as the managing partner and the vendor is required to submit a copy of the joint venture agreement at the State’s request. In such a case, respondents should provide the information requested of Prime Contractors below for each organization participating in the joint venture, as well as all pertinent information regarding agreements between participants in the joint venture including ownership and incorporation documentation. 6.03.1 Prime Contractor Experience Scored Response (Maximum 10 Points): a. Indicate the number of years of experience your organization has had acting as a prime contractor providing telecommunications services. b. Briefly describe the scope of telecommunications services that your organization has been responsible for during this period. c. Indicate the number of years and type of experience your organization has providing the services described in each of the service bundles, particularly in implementing solutions for government entities (i.e. e-Government, etc.). d. Attach three (3) customer references for projects similar in scope, size, and complexity to the services described herein, including: Client Name Contract Title/Contract Reference Number Primary Contact, Title and Telephone Number Contract Dates Contract Amount Type of Contract (Public/Private Sector) Length of Relationship with Client e. Description of innovative solutions implemented to meet needs similar to the State of Alaska f. Describe any previous, current and future engagements that your organization has with the State. Indicate for which agency or department services were/are performed, when current engagements will conclude and how these engagements will be affected by this effort, and the status of any prospective proposals or bids that your organization submitted to the State. RFP 2007-0200-6921 Page 74 5/31/10
  • 77. Core Telecommunications Services RFP 2007-0200-6921 g. Describe your organization’s relevant experience in providing telecommunications services in the state of Alaska. The State is particularly interested in what experience your organization has in providing services to bush Alaska, or to similar rural areas confronted with comparable geographic, topographic, and demographic challenges. h. List any governmental or regulatory action against your organization that might have a bearing on your ability to provide services to the State (e.g., litigation with the State of Alaska, litigation between your organization and any third-party provider of telecommunications services to the State, etc.)? 6.03.2 Prime Contractor Financial Information : Scored Response (Maximum 4 Points): a. Attach a copy of your organization’s audited financial statement for the past three (3) years. b. Provide your organization’s annual revenue for the past three (3) years. 6.03.3 Prime Contractor Organization and Staffing Scored Response (Maximum 10 Points): a. Describe your total organization, including any parent companies, subsidiaries, affiliates, and other related entities. b. Describe the ownership structure of your organization, including any significant or controlling equity holders. c. Provide an organizational chart for your overall organization showing each entity within your organization. d. Provide contact and certification information for the dedicated Project Manager(s) and System Engineer(s) for all services proposed in this RFP. Contact information must include the following information: Name Title Responsibilities Telephone Number E-mail Address e. Name the remaining key team individuals, along with their qualifications, experience, and the level and extent of their expected involvement that make up your organization’s dedicated team. RFP 2007-0200-6921 Page 75 5/31/10
  • 78. Core Telecommunications Services RFP 2007-0200-6921 f. State the percent of turnover of key personnel and all other staff for each of the last three (3) years in each segment of your organization that shall be responsible for performing telecommunications services within the State. g. Describe your organization’s customary selection and replacement procedures for the project staff that will be providing the services as outlined in this RFP, including your organization’s willingness to commit to State requests to maintain specific staffing assignments on key State systems. 6.03.4 Subcontractor Organization and Staffing Scored Response (Maximum 8 Points): a. Name the key individuals, along with their qualifications, experience, and the level and extent of their expected involvement that would comprise the subcontractor’s dedicated team for involvement in this RFP process. b. Describe each subcontractor’s customary selection and replacement procedures for the project staff that will be providing the services as outlined in this RFP. c. State the percent of turnover of key personnel and all other staff for each of the last three (3) years in each segment of the subcontractor’s organization that shall be responsible for performing telecommunications services within the State. 6.03.5 Proposer and Subcontractor Roles and Responsibilities Mandatory Requirements: The State requires a single Provider to be responsible for managing all of the services outlined in your Proposal. The State expects the selected Provider to monitor and manage the performance of all subcontractors providing telecommunication services to the State. This section is designed to highlight the anticipated roles and responsibilities of the Provider and any subcontractors included in your proposal. Provide the following information with respect to each subcontractor that you intend to use to provide services to the State. Scored Response (Maximum 8 Points): a. Attach a Project Organizational Chart illustrating the roles and responsibilities of the Prime and Sub-contractors. The Project Organizational Chart should include primary contact information (name, title, address, telephone number and e-mail address), if different from the Project Manager contact list, for all subcontractors. b. Explain your organization’s experience in managing subcontractors. Cite any references to organizations similar to the State where you have managed subcontractors. c. Describe your organization’s contract management process for the subcontractors included in your proposal. RFP 2007-0200-6921 Page 76 5/31/10
  • 79. Core Telecommunications Services RFP 2007-0200-6921 d. List the company name, address, and telephone number of each subcontractor proposed to provide telecommunications services. Identify the specific services and functional requirements that each subcontractor will provide. e. List the primary contact name, title, telephone number and e-mail address, for each subcontractor. f. Indicate the number of years and scope of experience each subcontractor has had providing telecommunications services, particularly in implementing solutions for government, for the services that each will provide. g. Attach two (2) references for each subcontractor for projects similar in scope, size and complexity to the services they will be providing under this RFP, including: 1. Client Name 2. Contract Title/Contract Reference Number 3. Primary Contact, Title and Telephone Number 4. Contract Dates 5. Contract Amount 6. Type of Contract (Public/Private Sector) 7. Length of Relationship with Client 8. Description of innovative solutions implemented to meet needs similar to the State’s. h. Describe any previous, current and future engagements that any of your subcontractors have with the State. Indicate for which agency or department services were/are performed, when current engagements will conclude and how these engagements will be affected by this effort, and the status of any prospective proposals or bids that such subcontractors submitted to the State. i. Describe any relevant experience that any of your subcontractors have in providing telecommunications services in the State of Alaska. j. The State is particularly interested in what experience your subcontractors have in providing services to bush Alaska, or to similar rural areas confronted with comparable geographic, topographic, and demographic challenges. For each organization identified in above, specify each organization’s total number of employees, products and services, affiliated companies, and other descriptive information. 6.04 Evaluation Criteria RFP 2007-0200-6921 Page 77 5/31/10
  • 80. Core Telecommunications Services RFP 2007-0200-6921 All proposals will be reviewed to determine if they are responsive. They will then be evaluated using the criterion that is set out in Section SEVEN. An evaluation may not be based on discrimination due to the race, religion, color, national origin, sex, age, marital status, pregnancy, parenthood, disability, or political affiliation of the offeror. A proposal shall be evaluated to determine whether the offeror responds to the provisions, including goals and financial incentives, established in the request for proposals in order to eliminate and prevent discrimination in state contracting because of race, religion, color, national origin, sex, age, marital status, pregnancy, parenthood, or disability. The Committee may be comprised of, or receive assistance from, several teams conducting parallel evaluations. References for the Offeror will be checked to ensure that the claims made for past performance are validated, the experience minimums are met, and to verify the nature and quality of work performed. The PEC will evaluate the references provided for the qualifying engagements. References that result in negative information, are contrary to the information provided in the proposals, or that cannot be contacted using the contact information provided will result in reduction in point scores. RFP 2007-0200-6921 Page 78 5/31/10
  • 81. Core Telecommunications Services RFP 2007-0200-6921 SECTION SEVEN EVALUATION CRITERIA AND CONTRACTOR SELECTION THE TOTAL NUMBER OF POINTS USED TO SCORE THIS RFP IS 1000 7.01 Understanding and Methodology (20 Points) Proposals (Sec. 5.04 - 5.17.08) will be evaluated against the questions set out below: [a] How well has the offeror demonstrated a thorough understanding of the purpose and scope of the project? Scored Response (Maximum 6 Points): [b] How well has the offeror identified pertinent issues and potential problems related to the project? Scored Response (Maximum 7 Points): [c] To what degree has the offeror demonstrated an understanding of the deliverables the state expects it to provide? Scored Response (Maximum 7 Points): 7.02 Experience and Qualifications (40 Points) Proposals will be evaluated against the questions set out below. 6.03.1 Prime Contractor Experience (10 Points) [a] How well does the offeror’s response demonstrate the required level of telecommunications service experience with innovative solutions implemented at a level comparable to the RFP requirements? How detailed is the offeror’s description of previous, current and future engagements with the State. Are there any governmental or regulatory issues such as litigation that would impact delivery of services? How relevant is the offeror’s experience in providing telecommunications services in the state of Alaska, including rural Alaska? 6.03.2 Prime Contractor Financial Information (4 Points) a. Does the information provided by the offeror indicate corporate viability, strong financial health and a strong portfolio of services including research and development? 6.03.3 Prime Contractor Organization and Staffing (10 Points) a. Does the offeror show a clear understanding of the resources and commitment required to meet the State’s needs? RFP 2007-0200-6921 Page 79 5/31/10
  • 82. Core Telecommunications Services RFP 2007-0200-6921 Do the identified team assignments include dedicated and certified project management and network engineering individuals for the life of the contract? 6.03.4 Subcontractor Organization and Staffing (8 points) An offeror with no subcontractors will receive 8 points in this section a. Do the subcontractor(s) qualifications, experience and staffing demonstrate an ability to support the prime contractor in meeting the State’s requirements? 6.03.5 Proposer and Subcontractor Roles and Responsibilities (8 Points) An offeror with no subcontractors will receive 8 points in this section. a. Does the organizational chart and other evidence, including references, demonstrate a clear explanation and understanding of the management of prime and subcontractor staff? Are roles and responsibilities clearly stated? How relevant is the subcontractor (s) experience in providing telecommunications services in the state of Alaska, including rural Alaska? Does the offeror provide evidence of the qualifications for each specific service and functional requirement that each subcontractor will provide? 7.03 Wired Telephony Services (120 Points) Proposals will be evaluated against the questions set out below. 5.14.1 Provide an Integrated Voice Switching System (10 Points) [a] Does the offeror’s response show the ability to support multiple PBX and VoIP deployments? How innovative was their response? How viable are the offeror’s proposals to support legacy systems? Were the contingency plan(s) well documented? 5.14.2 Provide Operations and Maintenance of the VoIP environment (10 Points) [a] Does the offeror’s proposed solution, including innovative modifications to the present system support current and future State needs, including advanced call processing? Does the proposed solution reduce costs, leverage equipment and provide administrative efficiencies? Does the offeror clearly show how services will be monitored and managed under their proposal? Are there applicable best practice or industry standard services applied to the proposal? RFP 2007-0200-6921 Page 80 5/31/10
  • 83. Core Telecommunications Services RFP 2007-0200-6921 5.14.3 Provide small PBX support (3 rd party sites) (5 Points) [a] Does the proposal indicate a clear understanding of the requirements of this service? Does the proposal include a method to route branch office long distance to the State “on net” system? 5.14.4 Identify and Eliminate Unused Voice and Data Lines (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.5 Support Designation of Class of Service (3 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.6 Provide Telephone Sets and Support Calling Features (5 Points) [a] How well does the offeror’s response meet this requirement? Does the proposal show a commitment to sub-systems or any innovative practices? 5.14.7 Provide Local Telephone Services (3 Points) [a] How well does the offeror’s response meet this requirement? 5.14.8 Provide Long Distance Services (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.9 Provide Calling Card Services (3 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.10 Provide Redundant Voice Connectivity Services for Critical State Telecommunications (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.11 Provide an Integrated Voice Mail System (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.12 Ensure Least Cost Routing (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? Is the description of reports clear and concise? Does the proposal contain a viable method of routing small PBX (3rd party) locations onto the State’s converged long haul traffic systems? 5.14.13 Project Tracking Billing (3 Points) RFP 2007-0200-6921 Page 81 5/31/10
  • 84. Core Telecommunications Services RFP 2007-0200-6921 [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.14 Manage Wired Telephony System Performance and Operations (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.15 Maintain Internal Numbering Plan (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.16 Provide Caller ID and Call Blocking (3 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.17 Provide Toll- Free Telephone Services (5 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.18 Provide for existing 911 and VoIP E911 compatibility with local PSAPs (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.14.19 Provide VoIP Converged Telephony, Data and Video Services (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How well does the offeror’s response clearly indicate good server and software management? Does the proposal contain a viable method of support and routing for PSTN and small PBX (3rd party) locations onto the State’s converged long haul traffic systems? How well does the offeror’s response address self service, active directory and integrated directory services? How well has the offeror documented their experience, certifications in support of a high level of voice, data and video network service? 5.14.20 Documentation of the State of Alaska Networks (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 7.04 RFP 2007-0200-6921 Page 82 5/31/10
  • 85. Core Telecommunications Services RFP 2007-0200-6921 Data Network Services—120 Points Proposals will evaluated be against the questions set out below. 5.15.1 Support Statewide WAN Connectivity (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.2 Support Multimedia Transport (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How well does the offeror’s response describe the risks associated with the solutions that meet the States needs? 5.15.3 Provide Bandwidth on Demand (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.4 Provide Virtual Private Networks (5 points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.5 Manage Data Network Services Performance and Operations (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.6 Provide Broadband / Dialup Service (DSL, cable modem and wireless) (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? Does the offeror’s response clearly and concisely describe broadband solutions and differentiate between each? Are security and long distance solutions clearly outlined? 5.15.7 Develop and Maintain Network Management Tools (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.8 Provide Core Backbone Services (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.9 Maintain the VoIP / IPT environment (10 Points) RFP 2007-0200-6921 Page 83 5/31/10
  • 86. Core Telecommunications Services RFP 2007-0200-6921 [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How well does the offeror’s describe itself as a provider of VoIP services? 5.15.10 Maintain Core Network Environment, Utilizing QoS, Redundancy and Traffic Prioritization (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.11 Maintain a DMZ environment (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.15.12 Maintain a Secure Internal Private Network (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How complete and automated is the organizations description IP address management tools. 5.15.13 Deploy, maintain and support Wireless Bridges and Access points (5 Points) a. Describe how your organization will provide engineering, deployment and support to meet these requirements. 7.05 Videoconferencing Services — 30 Points Proposals will evaluated be against the questions set out below. 5.16.1 Manage Videoconferencing System Performance and Operations (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.16.2 Migration to Converged Platforms (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 5.16.3 Management of Video Bridge (10 Points) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? 7.06 End User Support Services —70 Points RFP 2007-0200-6921 Page 84 5/31/10
  • 87. Core Telecommunications Services RFP 2007-0200-6921 Proposals will evaluated be against the questions set out below. 5.17.1 Help Desk Services (10 Points) [a] to what degree has the Offeror described: • any issues that would preclude complete coordination of all changes through a centralized change control system • how the offeror plans to meet the requirements for a centralized coordination, control and help desk function, including staffing levels and physical location of staff. • how the offeror plans to work the State’s Operations Center for outages and notifications • how the offeror plans to work with ETS Help Desk group to ensure each of the user communities are made aware of any service impacting issues • their methodology for supporting end-users on a 24x7x365 basis. 5.17.2 Provide Coverage During Critical Events (10 Points) [a] How well does the offeror describe how they will provide heightened notice, resolution and service to departments during critical event periods? To what extent does the proposal include innovative practices? 5.17.3 Serve as a Single Point- of-Contact (10 Points) [a] How well does the offeror describe their plan to provide a single point of contact that will meet these requirements? 5.17.4 Help Desk Staff (5 points) [a] to what degree has the Offeror described: • how they will maintain an adequate level of knowledge to appropriately identify issues, categorize, prioritize, dispatch and notify various IT providers and customers. • their approach to meeting the Help Desk resolution and documentation requirements. 5.17.5 Manage the Entire Life- Cycle of Help Desk Calls (5 Points) How well has the offeror described their methodology regarding the life-cycle of a Help Desk call? 5.17.6 Provide Continuous Improvement (10 Points) How well has the offeror described their methodology to continuously improve Help Desk operations throughout the contract period? 5.17.7 Real- Time Updates of IMACD’s (10 Points) How well has the offeror described their methodology to provide real time updates of assets and IMACDs? 5.17.8 System Performance Reports (10 Points) [a] How well has the offeror described their methodology to provide periodic and regular system performance reports? RFP 2007-0200-6921 Page 85 5/31/10
  • 88. Core Telecommunications Services RFP 2007-0200-6921 How clear and concise is the offeror’s description of each report? 7.07 Cost Proposal (500 Points) Overall, a minimum of 50 percent of the total evaluation points will be assigned to cost. The cost amount used for evaluation may be affected by one or more of the preferences referenced under Section 2.13. Converting Cost to Points The lowest cost proposal will receive the maximum number of points allocated to cost. The point allocations for cost on the other proposals will be determined through the method set out in Section 2.15. 7.08 Alaskan Offeror's Preference (100 Points) If an offeror qualifies for the Alaskan Bidder Preference, the offeror will receive an Alaskan Offeror's Preference. The preference will be 10 percent of the total available points. This amount will be added to the overall evaluation score of each Alaskan offeror. SECTION EIGHT ATTACHMENTS 8.01 Attachments 1. Proposal Evaluation Form 2. Standard Agreement Form, Good and Non-Professional Services RFP 2007-0200-6921 Page 86 5/31/10
  • 89. Core Telecommunications Services RFP 2007-0200-6921 3. Appendix A1 4. Appendix B1 5. Cost Proposal Information 6. Service Level Agreement (SLA) Information 7. Asset Inventory 8. Roles and Responsibilities Overview including Component Diagrams RFP 2007-0200-6921 Page 87 5/31/10
  • 90. PROPOSAL EVALUATION FORM All proposals will be reviewed for responsiveness and then evaluated using the criteria set out herein. Person or Firm Name _______________________________________________________ Name of Proposal Evaluation (PEC) Member ____________________________________ Date of Review ___________________________________________________________ RFP Number _____________________________________________________________ EVALUATION CRITERIA AND SCORING 7.01 Understanding and Methodology —20 Points Proposals (Sec. 5.04 - 5.17.08) will be evaluated against the questions set out below. [a] How well has the offeror demonstrated a thorough understanding of the purpose and scope of the project? _________________ Maximum 6 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ [b] How well has the offeror identified pertinent issues and potential problems related to the project? _________________ Maximum 7 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ [c] To what degree has the offeror demonstrated an understanding of the deliverables the state expects it to provide? _________________ Maximum 7 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ EVALUATOR'S POINT TOTAL FOR 7.01 _________________ Maximum 20 Points 7.02 Experience and Qualifications—40 Points
  • 91. Proposals will be evaluated against the questions set out below. 6.03.1 Prime Contractor Experience [a] How well does the offeror’s response demonstrate the required level of telecommunications service experience with innovative solutions implemented at a level comparable to the RFP requirements? How detailed is the offeror’s description of previous, current and future engagements with the State. Are there any governmental or regulatory issues such as litigation that would impact delivery of services? How relevant is the offeror’s experience in providing telecommunications services in the state of Alaska, including rural Alaska? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 6.03.2 Prime Contractor Financial Information a. Does the information provided by the offeror indicate corporate viability, strong financial health and a strong portfolio of services including research and development? _________________ Maximum 4 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 6.03.3 Prime Contractor Organization and Staffing a. Does the offeror show a clear understanding of the resources and commitment required to meet the State’s needs? Do the identified team assignments include dedicated and certified project management and network engineering individuals for the life of the contract?_________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 6.03.4 Subcontractor Organization and Staffing An offeror with no subcontractors will receive 8 points in this section. Do the subcontractor(s) qualifications, experience and staffing demonstrate an ability to support the prime contractor in meeting the State’s requirements? How relevant is the subcontractor(s)’ experience in providing telecommunications services in the state of Alaska, including rural Alaska? _________________ Maximum 8 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 6.03.5 Proposer and Subcontractor Roles and Responsibilities
  • 92. An offeror with no subcontractors will receive 8 points in this section. a. Does the organizational chart and other evidence, including references, demonstrate a clear explanation and understanding of the management of prime and subcontractor staff? Are roles and responsibilities clearly stated? Does the offeror provide evidence of the qualifications for each specific service and functional requirement that each subcontractor will provide? _________________ Maximum 8 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ __________________ EVALUATOR'S POINT TOTAL FOR 7.02 Maximum 40 Points 7.03 Wired Telephony Services—120 Points Proposals will be against the questions set out below. 5.14.1 Provide an Integrated Voice Switching System [a] Does the offeror’s response show the ability to support multiple PBX and VoIP deployments? How innovative was their response? How viable are the offeror’s proposals to support legacy systems? Were the contingency plan(s) well documented? __________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.2 Provide Operations and Maintenance of the VoIP environment [a] Does the offeror’s proposed solution, including innovative modifications to the present system support current and future State needs, including advanced call processing? Does the proposed solution reduce costs, leverage equipment and provide administrative efficiencies? Does the offeror clearly show how services will be monitored and managed under their proposal? Are there applicable best practice or industry standard services applied to the proposal? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.3 Provide small PBX support (3 rd party sites)
  • 93. [a] Does the proposal indicate a clear understanding of the requirements of this service? Does the proposal include a method to route branch office long distance to the State “on net” system? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.4 Identify and Eliminate Unused Voice and Data Lines [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.5 Support Designation of Class of Service [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 3 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.6 Provide Telephone Sets and Support Calling Features [a] How well does the offeror’s response meet this requirement? Does the proposal show a commitment to sub- systems or any innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.7 Provide Local Telephone Services [a] How well does the offeror’s response meet this requirement? _________________ Maximum 3 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.8 Provide Long Distance Services
  • 94. [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.9 Provide Calling Card Services [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 3 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.10 Provide Redundant Voice Connectivity Services for Critical State Telecommunications [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.11 Provide an Integrated Voice Mail System [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.12 Ensure Least Cost Routing [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? Is the description of reports clear and concise? Does the proposal contain a viable method of routing small PBX (3rd party) locations onto the State’s converged long haul traffic systems? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.13 Project Tracking Billing [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices?
  • 95. _________________ Maximum 3 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.14 Manage Wired Telephony System Performance and Operations [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.15 Maintain Internal Numbering Plan [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.16 Provide Caller ID and Call Blocking [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 3 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.17 Provide Toll- Free Telephone Services [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.18 Provide for existing 911 and VoIP E911 compatibility with local PSAPs [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________
  • 96. Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.19 Provide VoIP Converged Telephony, Data and Video Services [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How well does the offeror’s response clearly indicate good server and software management? Does the proposal contain a viable method of support and routing for PSTN and small PBX (3rd party) locations onto the State’s converged long haul traffic systems? How well does the offeror’s response address self service, active directory and integrated directory services? How well has the offeror documented their experience, certifications in support of a high level of voice, data and video network service? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.14.20 Documentation of the State of Alaska Networks [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ __________________ EVALUATOR'S POINT TOTAL FOR 7.03 Maximum 120 Points 7.04 Data Network Services—120 Points 5.15.1 Support Statewide WAN Connectivity [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points
  • 97. EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.2 Support Multimedia Transport [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How well does the offeror’s response describe the risks associated with the solutions that meet the States needs? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.3 Provide Bandwidth on Demand [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.4 Provide Virtual Private Networks [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.5 Manage Data Network Services Performance and Operations [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________
  • 98. 5.15.6 Provide Broadband / Dialup Service (DSL, cable modem and wireless) [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? Does the offeror’s response clearly and concisely describe broadband solutions and differentiate between each? Are security and long distance solutions clearly outlined? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.7 Develop and Maintain Network Management Tools [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.8 Provide Core Backbone Services [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.9 Maintain the VoIP / IPT environment [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How well does the offeror’s describe itself as a provider of VoIP services? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.10 Maintain Core Network Environment, Utilizing QoS, Redundancy and Traffic Prioritization [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________
  • 99. ___________________________________________________________________________________ 5.15.11 Maintain a DMZ environment [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.12 Maintain a Secure Internal Private Network [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? How complete and automated is the organizations description IP address management tools. _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.15.13 Deploy, maintain and support Wireless Bridges and Access points a. Describe how your organization will provide engineering, deployment and support to meet these requirements. _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ __________________ EVALUATOR'S POINT TOTAL FOR 7.04 Maximum 120 Points 7.05 Videoconferencing Services — 30 Points 5.16.1 Manage Videoconferencing System Performance and Operations [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________
  • 100. ___________________________________________________________________________________ 5.16.2 Migration to Converged Platforms [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.16.3 Management of Video Bridge [a] How well does the offeror’s response meet this requirement? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ __________________ EVALUATOR'S POINT TOTAL FOR 7.05 Maximum 30 Points 7.06 End User Support Services —70 Points 5.17.1 Help Desk Services [a] to what degree has the Offeror described: • any issues that would preclude complete coordination of all changes through a centralized change control system • how the offeror plans to meet the requirements for a centralized coordination, control and help desk function, including staffing levels and physical location of staff. • how the offeror plans to work the State’s Operations Center for outages and notifications • how the offeror plans to work with ETS Help Desk group to ensure each of the user communities are made aware of any service impacting issues • their methodology for supporting end-users on a 24x7x365 basis. _________________
  • 101. Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.2 Provide Coverage During Critical Events [a] How well does the offeror describe how they will provide heightened notice, resolution and service to departments during critical event periods? To what extent does the proposal include innovative practices? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.3 Serve as a Single Point- of-Contact [a] How well does the offeror describe their plan to provide a single point of contact that will meet these requirements? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.4 Help Desk Staff [a] to what degree has the Offeror described: • how they will maintain an adequate level of knowledge to appropriately identify issues, categorize, prioritize, dispatch and notify various IT providers and customers. •their approach to meeting the Help Desk resolution and documentation requirements. _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.5 Manage the Entire Life- Cycle of Help Desk Calls How well has the offeror described their methodology regarding the life-cycle of a Help Desk call? _________________ Maximum 5 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.6 Provide Continuous Improvement How well has the offeror described their methodology to continuously improve Help Desk operations throughout the contract period? _________________
  • 102. Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.7 Real- Time Updates of IMACD’s How well has the offeror described their methodology to provide real time updates of assets and IMACDs? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ 5.17.8 System Performance Reports [a] How well has the offeror described their methodology to provide periodic and regular system performance reports How clear and concise is the offeror’s description of each report? _________________ Maximum 10 Points EVALUATOR'S NOTES ______________________________________________________________ ___________________________________________________________________________________ __________________ EVALUATOR'S POINT TOTAL FOR 7.06 Maximum 70 Points EVALUATOR'S POINT TOTAL FOR SECTIONS 7.02 THROUGH 7.06 __________________ Maximum 400 Points The following sections will be calculated by the procurement officer: 7.07 Cost Proposal — 500 Points Overall, a minimum of 50 percent of the total evaluation points will be assigned to cost. The cost amount used for evaluation may be affected by one or more of the preferences referenced under Section 2.13. Converting Cost to Points The lowest cost proposal will receive the maximum number of points allocated to cost. The point allocations for cost on the other proposals will be determined through the method set out in Section 2.15. POINT TOTAL FOR 7.07 __________________ 7.08 Alaska Offeror’s Preference — 100 Points
  • 103. Alaskan Bidders receive a 10 Percent overall evaluation point preference. If an offeror qualifies for the Alaskan Bidder Preference, the offeror will receive an Alaskan Offeror's Preference. The preference will be 10 percent of the total available points. This amount will be added to the overall evaluation score of each Alaskan offeror. POINT TOTAL FOR 7.08 (either 0 or 100) __________________ Maximum 100 Points COMBINED POINT TOTAL FOR SECTIONS 7.01 – 7.08 __________________ Maximum 1000 Points ATTACHMENT 2 STANDARD CONTRACT FORM Goods and Non-Professional Services 1. Agency Contract Number 2. Contract Title 3. Financial Coding 4. Agency Assigned Encumbrance Number 5. Vendor Number 6. Project/Case Number 7. Alaska Business License Number This contract is between the State of Alaska, 8. Department of Division hereafter the State, and 9. Contractor hereafter the Contractor Mailing Address Street or P.O. Box City State ZIP+4
  • 104. 10. ARTICLE 1. Appendices: Appendices referred to in this contract and attached to it are considered part of it. ARTICLE 2. Performance of Contract: 2.1 Appendix A (General Conditions), Items 1 through 17, govern contract performance. 1 2.2 Appendix B sets forth the liability and insurance provisions of this contract. 2.3 Appendix C sets forth the scope of work/services to be performed by the contractor. ARTICLE 3. Period of Performance: The period of performance for this contract begins , and ends . ARTICLE 4. Considerations: 4.1 In full consideration of the contractor's performance under this contract, the State shall pay the contractor a sum not to exceed $ __________________________ in accordance with the provisions of Appendix D. 4.2 When billing the State, the contractor shall refer to the Agency Contract Number and send the billing to: 11. Department of Attention: Division of Mailing Address Attention: 12. CONTRACTOR 13. CONTRACTING AGENCY Name of Firm Department/Division Signature of Authorized Representative Signature of Procurement Officer Typed or Printed Name of Authorized Representative Typed or Printed Name of Procurement Officer Date Date SCF.DOC (02/04/05)
  • 105. ATTACHMENT 3 APPENDIX A1 GENERAL CONDITIONS 1. Inspection and Reports: The department may inspect, in the manner and at reasonable times it considers appropriate, all of the contractor's facilities and activities under this contract. The contractor shall make progress and other reports in the manner and at the times the department reasonably requires. 2. Suitable Materials, Etc.: Unless otherwise specified, all materials, supplies or equipment offered by the contractor shall be new, unused, and of the latest edition, version, model or crop and of recent manufacture. 3. Disputes: Any dispute arising out of this agreement shall be resolved under the laws of Alaska. Any appeal of an administrative order or any original action to enforce any provision of this agreement or to obtain any relief from or remedy in connection with this agreement may be brought only in the superior court for the State of Alaska. 4. Default: In case of default by the contractor, for any reason whatsoever, the State of Alaska may procure the goods or services from another source and hold the contractor responsible for any resulting excess cost and may seek other remedies under law or equity. 5. No Assignment or Delegation: The contractor may not assign or delegate this contract, or any part of it, or any right to any of the money to be paid under it, except with the written consent of the Procurement Officer. 6. No Additional Work or Material: No claim for additional supplies or services, not specifically provided in this contract, performed or furnished by the contractor, will be allowed, nor may the contractor do any work or furnish any material not covered by the contract unless the work or material is ordered in writing by the Procurement Officer. 7. Independent Contractor: The contractor and any agents and employees of the contractor act in an independent capacity and are not officers or employees or agents of the State in the performance of this contract. 8. Payment of Taxes: As a condition of performance of this contract, the contractor shall pay all federal, State, and local taxes incurred by the contractor and shall require their payment by any Subcontractor or any other persons in the performance of this contract. Satisfactory performance of this paragraph is a condition precedent to payment by the State under this contract. 9. Compliance: In the performance of this contract, the contractor must comply with all applicable federal, state, and borough regulations, codes, and laws; and be liable for all required insurance, licenses, permits and bonds. 10.Conflicting Provisions: Unless specifically amended and approved by the Department of Law the General Conditions of this contract supersede any provisions in other appendices. 11.Officials Not to Benefit: Contractor must comply with all applicable federal or State laws regulating ethical conduct of public officers and employees. 12.Contract Prices: Contract prices for commodities must be in U.S. funds and include applicable federal duty, brokerage fees, packaging, and transportation cost to the FOB point so that upon transfer of title the commodity can be utilized without further cost. Prices for services must be in U.S. funds and include applicable federal duty, brokerage fee, packaging, and transportation cost so that the services can be provided without further cost. 13.Contract Funding: Contractors are advised that funds are available for the initial purchase and/or the first term of the contract. Payment and performance obligations for succeeding purchases and/or additional terms of the contract are subject to the availability and appropriation of funds. 14.Force Majeure:
  • 106. (Impossibility to perform) The contractor is not liable for the consequences of any failure to perform, or default in performing, any of its obligations under this Agreement, if that failure or default is caused by any unforeseeable Force Majeure, beyond the control of, and without the fault or negligence of, the contractor. For the purposes of this Agreement, Force Majeure will mean war (whether declared or not); revolution; invasion; insurrection; riot; civil commotion; sabotage; military or usurped power; lightning; explosion; fire; storm; drought; flood; earthquake; epidemic; quarantine; strikes; acts or restraints of governmental authorities affecting the project or directly or indirectly prohibiting or restricting the furnishing or use of materials or labor required; inability to secure materials, machinery, equipment or labor because of priority, allocation or other regulations of any governmental authorities. 15.Contract Extension: Unless otherwise provided, the State and the contractor agree: (1) that any holding over of the contract excluding any exercised renewal options, will be considered as a month-to-month extension, and all other terms and conditions shall remain in full force and effect, and (2) to provide written notice to the other party of the intent to cancel such month-to-month extension at least thirty (30) days before the desired date of cancellation. 16. Severability: If any provision of the contract is declared by a court to be illegal or in conflict with any law, the validity of the remaining terms and provisions will not be affected; and, the rights and obligations of the parties will be construed and enforced as if the contract did not contain the particular provision held to be invalid. 17. Continuing Obligation of Contractor: Notwithstanding the expiration date of this contract, the contractor is obligated to fulfill its responsibilities until warranty, guarantee, maintenance and parts availability requirements have completely expired.
  • 107. ATTACHMENT 4 APPENDIX B1 INDEMNITY AND INSURANCE Article 1. Indemnification The Contractor shall indemnify, hold harmless, and defend the contracting agency from and against any claim of, or liability for error, omission or negligent act of the Contractor under this agreement. The Contractor shall not be required to indemnify the contracting agency for a claim of, or liability for, the independent negligence of the contracting agency. If there is a claim of, or liability for, the joint negligent error or omission of the Contractor and the independent negligence of the Contracting agency, the indemnification and hold harmless obligation shall be apportioned on a comparative fault basis. “Contractor” and “Contracting agency”, as used within this and the following article, include the employees, agents and other contractors who are directly responsible, respectively, to each. The term “independent negligence” is negligence other than in the Contracting agency’s selection, administration, monitoring, or controlling of the Contractor and in approving or accepting the Contractor’s work. Article 2. Insurance Without limiting Contractor's indemnification, it is agreed that Contractor shall purchase at its own expense and maintain in force at all times during the performance of services under this agreement the following policies of insurance. Where specific limits are shown, it is understood that they shall be the minimum acceptable limits. If the Contractor's policy contains higher limits, the state shall be entitled to coverage to the extent of such higher limits. Certificates of Insurance must be furnished to the Contracting Officer prior to beginning work and must provide for a 30-day prior notice of cancellation, nonrenewal or material change of conditions. Failure to furnish satisfactory evidence of insurance or lapse of the policy is a material breach of this contract and shall be grounds for termination of the Contractor's services. All insurance policies shall comply with, and be issued by insurers licensed to transact the business of insurance under AS 21. 2.1 Workers' Compensation Insurance: The Contractor shall provide and maintain, for all employees engaged in work under this contract, coverage as required by AS 23.30.045, and; where applicable, any other statutory obligations including but not limited to Federal U.S.L. & H. and Jones Act requirements. The policy must waive subrogation against the State. 2.2 Commercial General Liability Insurance: covering all business premises and operations used by the Contractor in the performance of services under this agreement with minimum coverage limits of $300,000 combined single limit per occurrence. 2.3 Commercial Automobile Liability Insurance: covering all vehicles used by the Contractor in the performance of services under this agreement with minimum coverage limits of $300,000. combined single limit per occurrence. 5/31/10
  • 108. ATTACHMENT 5 COST PROPOSAL INFORMATION Proposers must complete the pricing matrices based upon the State’s estimated quantities specified in Section 4 of the RFP for the initial contract term of 36 months. Proposal cost for evaluation purposes will be the initial three year term. The annual costs must be the same for each year of the initial three year term. The State anticipates that costs for each of the three annual renewal options will be no more than the cost per year for the initial 36 month term. Unless otherwise expressly stated, the unit prices shall be fully loaded (i.e., inclusive of all costs including equipment, software, taxes, labor, out-of-pocket and other expenses) and are the complete measurements for all of the services, tasks, and obligations to be performed by the Provider for the State. No additional measurements of resource usage or consumption shall be added for pricing purposes. The estimated baseline unit usage or consumption volumes are as stated in Section 4 and Attachment 7, Asset Inventory. These volumes reflect production requirements. Test environments are the responsibility of the Provider. IMACDs (i.e., installation, moves, adds, changes and disconnections) shall be included as a component of the respective unit to which they apply. The State assumes one (1) MAC per every three (3) telephone users and one (1) MAC for every five (5) WAN POPs each year, excluding initial installation. Bundle 1 - Wired Telephony The Provider will be responsible for all of the State’s telephony based services including the provisioning of all systems and services specified in: Bundle 1 - Wired Telephony Services. The State will always be provided the level of voice resources required to meet all business needs. For these services the actual utilization of these resources will be measured and billed based upon the monthly installed base of the specific number of telephones in use by authorized State personnel or their representatives. The unit charges will be based upon a fully loaded installed asset including all activities described in this RFP. Bundle 2 - Data Network Services The Provider will be responsible for all of the State’s data network services including the provisioning of all systems and services specified in: Bundle 2 – Data Network Services. The State will always be provided the level of services and resources required to meet all business needs. Charges will be based upon a fully loaded installed asset including all activities described in this RFP. Bundle 3 – Video Conferencing Services The Provider will be responsible for the current video systems utilized by the State as specified In Bundle 3 – Video Conferencing Services. For these services the Provider will propose the cost on a monthly and annual basis for maintaining the current configuration. The pricing should include all 5/31/10
  • 109. aspects in maintaining these systems including standard moves, replacement of worn components and incremental adds that would normally occur in a dynamic organization. Bundle 4 – End User Support Services (Help Desk) The Provider will be responsible for all of the State’s help desk services including all related inbound and outbound services on a demand basis as specified in Bundle 4 – End-User Support Services. The State’s utilization will be measured and billed on a monthly flat fee basis derived from the State’s estimated call volume shown in the pricing matrices. 5/31/10