Cloud-Based Unified Communications System and Implementation Services

RELEASE DATE
February 10,
2026
Due Date
March 25,
2026
Request for Proposal
Cloud-Based Unified
Communications System and
Implementation Services
As Governed by Florida Statute 287.057
RFP Number 26-002_

Request for Proposal Cloud-Based Unified Communications System
Table of Contents
1 Section: RFP Introduction ...................................................................................................... 4
1.1 Definitions ................................................................................................................................. 4
1.2 Purpose of the RFP .......................................................................................4
1.3 About the City ............................................................................................................................ 5
1.4 Project Background .................................................................................................................... 5
1.5 Notice to Proposers .................................................................................................................... 6
1.6 Conditions: ................................................................................................................................. 7
1.7 City's Rights Reserved ............................................................................................................... 9
1.8 Compliance Requirements ....................................................................................................... 11
1.9 Communication Regarding the RFP ......................................................................................... 13
1.10 Inquiries and Requests for Clarification ................................................................................... 14
1.11 Evaluation Criteria ............................................................................................................... 15
1.12 RFP Timeline ...................................................................................................................... 16
1.13 Software Demonstrations.............................................................................16
1.14 Discovery ............................................................................................................................ 17
1.15 Proposal Submission Instructions ........................................................................................ 17
1.16 Organization of Proposal ..................................................................................................... 19
1.17 Electronic Submission Format ............................................................................................. 20
2 Section: Project Scope .......................................................................................................... 21
2.1 Project Goals ........................................................................................................................... 21
2.2 Project Scope Overview .......................................................................................................... 22
2.3 Project Timeline ....................................................................................................................... 22
2.4 Implementation Approach ...................................................................................................... ..23
2.5 Project Management.....................................................................................23
2.6 Knowledge Transfer......................................................................................24
2.7 System Design............................................................................................24
2.8 Configuration.............................................................................................24
2.9 Migration..................................................................................................25
2.10 Testing ..................................................................................................................................... 25
2.11 Go-Live Support ...................................................................................................................... 26
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Request for Proposal Cloud-Based Unified Communications System
2.5 Integrations and Interfaces ....................................................................................................... 26
2.6 Migration and Data Retention ................................................................................................. 27
2.7 Project Staffing ........................................................................................................................ 28
2.8 Statement of Work (SOW) ....................................................................................................... 28
2.9 User Access and Department Participation ............................................................................. 29
3 Section: Detailed Submittal Requirements ........................................................................... 30
3.1 Summary and Overall Scope .................................................................................................... 30
3.2 Software and System Proposal ................................................................................................... 33
3.3 Professional Service Proposal .................................................................................................. 37
3.4 Price Proposal .......................................................................................................................... 41
3.5 Essay Response ........................................................................................................................ 43
4 Section: Attachments ............................................................................................................ 45
4.1 Attachment 1 - RFP Submittal Checklist ................................................................................. 45
4.2 Attachment 2 - Signature Page ................................................................................................ 45
4.3 Attachment 3 - Proposer Statement ......................................................................................... 45
4.4 Attachment 4 - SaaS Description ............................................................................................. 45
4.5 Attachment 5 - Professional Services Background .................................................................. 45
4.6 Attachment 6 - Reference Form .............................................................................................. 46
4.7 Attachment 7-Level of Effort ................................................................................................ 46
4.8 Attachment 8 - Functional Requirements ................................................................................ 46
4.9 Attachment 9 - Cost ................................................................................................................. 46
4.10 Attachment 10-Software Product Scope............................................................................ 46
4.11 Attachment 11-Drug-Free Workplace Certificate .............................................................. 46
4.12 Attachment 12-Sworn Statement on Public Entity Crimes ............................................... 46
4.13 Attachment 13-Non-Collusion Affidavit ........................................................................... 46
4.14 Attachment 14-Anti-Human Trafficking Affidavit ............................................................ 46
4.15 Attachment 15-Conflict of Interest Affidavit .................................................................... 46
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Request for Proposal Cloud-Based Unified Communications System
RFP Introduction
1
1.1 Definitions
The terms used in this RFP, unless the context clearly requires a different construction and
interpretation, have the following meanings:
a. Breach of Contract: A failure of the Contractor to perform services or provide
commodities in accordance with the terms and conditions of any contract which may
result from this RFP.
b. Business Day and Business Hours: Monday through Friday from 8:00 a.m. to 5:00 p.m.,
Local Time, excluding City holidays or other official closures.
c. City: The City of Temple of Terrace in Hillsborough County, Florida.
d. Contract: The written Contract between the City and the successful Vendor, that results
from this RFP to include its attachments, modifications/amendments, addenda and/or
renewals.
e. Contract Manager: The City employee, or designee, who will serve as a liaison between
the Contractor and City under the Contract and will monitor the Contractor's progress and
Contract performance to ensure the procured services conform to the Contract's
requirements.
f. Contractor: The organization or individual providing services to the City, in accordance
with the terms of any Contract which may result from this RFP.
g. Day: A calendar day, unless otherwise noted.
h. Evaluation Committee: A group of City representatives to review, evaluate, and score
proposals in accordance with the criteria set forth in this RFP and applicable procurement
requirements.
i. Holidays: Refers to City Holidays or other official closures.
j. Hour(s): Includes all hours between 12:00 a.m. through 11:59 p.m. unless otherwise noted.
k. Proposal: A Vendor's response to this Request for Proposal.
l. Responsible Vendor: A Vendor who has the capability in all respects to fully perform the
Contract requirements and the integrity and reliability that will assure good faith
performance.
m. Responsive Proposal: A Proposal submitted by a Responsible Vendor, which conforms
to all material aspects of this RFP.
n. Specifications: The detailed conditions of the Contract, including technical specifications,
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Request for Proposal Cloud-Based Unified Communications System
design specifications and other descriptions of the work as outlined in the Contract
documents.
o. State: State of Florida.
p. Subcontract: An agreement between the Vendor and any other person or organization
wherein that person or organization agrees to perform any requirement(s) for the Vendor,
specifically related to securing or fulfilling the Vendor's obligations to the City under the
terms of any Contract which may result from this RFP.
q. Subcontractor: An individual, firm, or corporation that holds a Contract with the
Contractor or any other Subcontractor to perform any obligation or duty on behalf of the
Vendor, specifically related to securing or fulfilling the Vendor's obligations to the City
under the terms of the Contract resulting from this RFP.
r. Vendor: A legally qualified corporation, partnership, or other business entity submitting a
Proposal to the City in response to this RFP.
1.2 Purpose of the RFP
The City of Temple Terrace ("City"), located in Hillsborough County Florida, is issuing this Request for
Proposal ("RFP") to solicit sealed Proposals from experienced and qualified Vendors for the provision,
implementation, and support of a Cloud-Based Unified Communications ("UC") telephone system
solution.
The City seeks a modern, scalable, secure, and fully hosted Unified Communications as a Service (UCaaS)
solution that delivers:
* Voice calling and call control
* Hosted call center/contact center capabilities
* Messaging and collaboration features
* Mobile and remote connectivity
* Full administrative and reporting tools
* High availability and disaster recovery
* Strong security and regulatory compliance
As part of this RFP, the City requires physical communication devices including standard desk phones,
administrative/executive desk phones, cordless/portable phones for field personnel, and conference room
devices. Proposers must include all required hardware, associated licensing, provisioning, and
implementation services as part of their proposal.
The selected Proposer will deliver a turnkey solution, including system design, configuration, migration,
training, documentation, and post-implementation support.
All proposed platforms must be vendor-neutral, widely supported, and compliant with public-sector
standards for security, retention and accessibility.
The RFP permits the City to conduct negotiations, request Best and Final Offers (BAFO), and evaluate
solutions based on overall value, not solely cost.
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Request for Proposal Cloud-Based Unified Communications System
1.3 About the City
The City of Temple Terrace, located just outside of Tampa, offers an exceptional quality of life to
its 27,000+ residents, blending a charming small-town atmosphere with the convenience of urban
amenities. Established in 1925, City of Temple Terrace boasts beautiful parks with scenic views
of the Hillsborough River, a public library and recreation center, a historic golf and country club,
and easy access to institutions of higher learning such as the University of South Florida and
Florida College. The city is also conveniently located near popular attractions like the Museum
of Science and Industry (MOSI) and Busch Gardens.
The City of Temple Terrace operates under a Council-Manager form of government consisting of
a Mayor and four City Council members who serve as the legislative and policy-making body.
The City Council is responsible for enacting ordinances and resolutions, approving the budget,
authorizing financial obligations, appointing advisory boards, and selecting key officials,
including the City Manager, City Clerk, and City Attorney. The City Manager oversees daily
operations, implements Council policies, and appoints department heads. The Mayor and City
Council members are elected at large and on a non-partisan basis. The Mayor and City Council
members serve four-year terms.
The City provides a comprehensive range of services, including police and fire protection,
infrastructure construction and maintenance, urban planning, community and economic
development, code enforcement, building inspections, parks maintenance, and recreational and
cultural programs. Additionally, the City operates four enterprise services: water and sewer, solid
waste collection, and stormwater management.
Relevant City Statistics
Description Value
Current Population Approximately 27,500 residents
General Fund Budget-FY 2025 $46,498,600
Total Operating Budget (All Funds)-FY 2025 $100,944,253
Number of Authorized Employees 323.75 FTEs
Number of Utility Billing Accounts Approximately 7,500 to 8,000
Number of meters Over 10,000
Fiscal Year October 1 -September 30
1.4 Project Background
The City currently operates a legacy on-premises telephone system implemented in 2009, which
no longer meets operational, functional, or security requirements. The aging infrastructure limit's
reliability, scalability, and the City's ability to meet evolving communication needs for staff and
citizens.
As part of a City-wide modernization initiative, this RFP seeks to procure a fully cloud-hosted
UC platform that enhances:
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Request for Proposal Cloud-Based Unified Communications System
* Reliability and redundancy
* Mobility and remote work capabilities
* Citizen-facing responsiveness and service delivery
* Administrative efficiency and ease of management
* Interdepartmental communication and collaboration
This project also includes replacing existing desk phones and deploying additional physical
communication devices - such as cordless/portable phones and conference room equipment - to
support operational needs across all City departments. All proposed UC solutions must fully
support and integrate these device types.
This RFP intentionally avoids specifying any particular UC vendor or brand. All Proposers must
demonstrate how their proposed system fulfills the City's functional, technical, operational, and
security requirements without reliance on any specific named platform or manufacturer.
1.5 Notice to Proposers
Proposers are responsible for thoroughly reviewing this RFP and ensuring their Proposal
complies with all instructions, terms, conditions, and requirements contained herein.
Information obtained from any City employee, official, or representative outside the formal RFP
process is non-binding and may not be relied upon when preparing a Proposal. Only written
addenda issued by the City shall be considered official and binding.
Any attempt by a Proposer, or any person acting on behalf of a Proposer, to influence or
communicate with members of the Evaluation Committee, City staff, or elected officials outside
the authorized communication process may result in immediate disqualification.
All Proposals must adhere strictly to the required format and organization specified in this RFP.
Proposals that do not follow the required structure may be deemed non-responsive.
1.6 Conditions:
1.6.1 Joint Proposal
Each Proposer may submit only one Proposal under the same legal entity. If multiple Vendors
collaborate to submit a joint Proposal, one Vendor must be designated as the Prime Contractor
throughout the procurement process and implementation process, who shall:
* Serve as the primary point of contact with the City.
* Coordinate all participating Vendors and Subcontractors.
* Be fully responsible for all deliverables, communications, and contractual obligations.
* Ensure that all components of the UC - hardware, software, configuration, migration,
training, and support- are delivered in accordance with this RFP and the final contract.
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Request for Proposal Cloud-Based Unified Communications System
The City encourages joint Proposals when collaboration enhances solution quality or project
value. However, the Prime Contractor shall remain fully accountable for the performance of all
joint Proposers and Subcontractors.
1.6.2 Pricing Requirements
All pricing submitted in response to this RFP shall be firm, fixed, and all-inclusive, representing a
complete turnkey UC implementation. Pricing must include all costs associated with:
* Design and planning
* Installation and configuration
* Migration and number porting
* User and administrative training
* Software and licensing
* Required hardware and peripherals (desk phones, cordless phones, conference devices,
etc.)
* Documentation and knowledge transfer
* Post-implementation support and maintenance
Fixed-Fee Pricing
* All Proposals shall be submitted on a Vendor fixed-price basis for the complete scope of
work.
* Hourly or time-and-materials pricing will not be accepted unless explicitly authorized in
writing by the City.
* Fixed-fee pricing must include all labor, equipment, software, travel, materials, and
incidental expenses.
Milestone-Based Payments
* Payments shall be made upon successful completion of defined project milestones, as
documented in the approved Statement of Work ("SOW").
* Each milestone payment must correspond to a measurable deliverable (e.g., design
completion, configuration, training, go-live, final acceptance).
* The City reserves the right to withhold payment for incomplete or unsatisfactory work until
deficiencies are corrected.
Invoicing Requirements
* The Prime Contractor shall submit invoices to the project manager following milestone
completion.
* Each invoice must include:
o A detailed description of the completed deliverable
o Identification of the corresponding milestone
o The associated fixed cost per the approved pricing schedule.
* The City will process payments within 45 Days of receipt of a correct and complete invoice.
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Request for Proposal Cloud-Based Unified Communications System
Statement of Work (SOW)
Each Proposal must include a detailed Statement of Work ("SOW") describing:
* Tasks and activities
* Deliverables
* Milestones
* Proposed implementation schedule
The approved SOW will serve as the basis for milestone acceptance and payment
authorization.
Payment Assumptions
* No advance payments will be made.
* Partial or progress payments are contingent upon City verification of deliverable
completion.
* All costs must be inclusive of taxes, fees, surcharges, and any charges required to deliver
the project unless exempt by law.
* The City shall not be responsible for costs not expressly included in the Proposal.
1.6.3 Proposal Validity
All Proposals, including pricing, terms, and Proposer commitments, must remain valid and
binding for at least 120 Days following the Proposal due date.
The City reserves the right to extend the validity period if additional time is required to
complete evaluations, negotiations, or the contract award process.
1.7 City's Rights Reserved
1.7.1 Reservation of Rights
The City reserves the right to select the Proposal(s) that, in its sole discretion, best meets the
City's operational, technical, and financial needs. An Evaluation Committee will evaluate all
Responsive Proposals and make recommendations to the City Manager and City Council for final
approval.
The City is conducting this procurement under the authority of Florida Statute 287.057 -
Competitive Sealed Proposals, which permits negotiation, clarification, and the request for Best
and Final Offers (BAFO).
The lowest proposed cost will not be the sole factor considered in recommending a contract
award. Proposals will be evaluated based on overall value, including technical capabilities,
implementation approach, vendor experience, security posture and long-term sustainability.
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Request for Proposal Cloud-Based Unified Communications System
1.7.2 Right to Award Multiple Contracts
The City reserves the right to award one or more contracts as a result of this RFP if such an
approach is determined to be in the best interest of the City.
This includes, but is not limited to:
* Awarding separate contracts for UCaaS services and hardware
* Awarding a contract to multiple Vendors for different components of the solution
* Awarding backup or optional service contracts
The City's decision to award multiple contracts is discretionary and may be exercised without
justification to Proposers.
1.7.3 Right of Rejection
The City reserves the right to:
* Accept or reject any or all Proposals, in whole or in part, with or without cause.
* Waive informalities, irregularities, or technical defects in Proposals received
* Request clarification from any Proposer
* Re-advertise the RFP
* Negotiate with one or more Proposers
* Select the Proposal(s) deemed to be in the best interest of the City
The City is under no obligation to award a contract to the lowest-priced Proposer. The Evaluation
Committee will consider overall value, technical merit, solution quality, implementation strategy,
Proposer qualifications, and compliance with RFP requirements.
The Evaluation Committee will evaluate all Responsive Proposals and make a recommendation
to the City Manager and City Council for final approval.
1.7.4 Right to Modify RFP
The City may amend, clarify, or modify this RFP at any time prior to the proposal due date
through the issuance of written addenda.
All addenda:
* Become part of this RFP.
* Must be acknowledged by the Proposer on the Addenda Acknowledgement Form.
* Will be posted on the City's official procurement website and/or Demandstar.com.
It is the Proposer's responsibility to obtain all addenda prior to submitting a Proposal. The City
shall not be responsible for a Proposer's failure to receive, review, or consider any addenda.
1.7.5 Right to Clarify and Modify Scope
The City reserves the right to request additional information, explanations, or clarification from
any Proposer at any point during the evaluation process to ensure a complete understanding of
the submitted Proposal.
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