RFP for UCaaS and CCaaS

Agency: Washington County
State: Minnesota
Type of Government: State & Local
NAICS Category:
  • 541690 - Other Scientific and Technical Consulting Services
Posted Date: Jan 3, 2024
Due Date: Feb 2, 2024
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Contact information: Please Login to View Page
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Bid Title: RFP for UCaaS and CCaaS
Category: Washington County Information Technology
Status: Open

Description:

This Request for Proposal (RFP) has been prepared by Washington County to secure services for a vendor or combination of vendors to install Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) systems and peripherals. Although several companies may be involved in this project, the intention is to solidify a single team with a project manager to manage all vendors.

Publication Date/Time:
1/3/2024 2:00 PM
Publication Information:
Country Messenger
Closing Date/Time:
2/2/2024 4:00 PM
Contact Person:
Aaron Dunker, IT Project Manager
Email: IT-RFP@co.washington.mn.us
Related Documents:

Attachment Preview

Request for Proposals (RFP) for
Unified Communications as a Service (UCaaS)
and Contact Center as a Service (CCaaS)
RFP release date: January 3, 2024
Submission due date: February 2, 2024
A great place to live, work and play…today and tomorrow
Government Center | 14949 62nd Street North | P. O. Box 6 | Stillwater, MN 55082-0006
P: 651-430-6001 | F: 651-430-6017 | TTY: 651-430-6246
www.co.washington.mn.us
Washington County is an equal opportunity organization and employer
Table of Contents
1. Introduction ....................................................................................................................................................... 3
1.1. Background Information............................................................................................................................ 3
1.2. County Authorized Representative............................................................................................................ 3
1.3. Schedule..................................................................................................................................................... 4
2. User Requirements and Specifications .............................................................................................................. 4
2.1. User Requirements .................................................................................................................................... 4
2.2. Agent/Vendor Profile................................................................................................................................. 6
2.3. Unified Communications as a Service (UCaaS) .......................................................................................... 7
2.4. Contact Center as a Service (CCaaS) .......................................................................................................... 9
2.5. Peripheral Services................................................................................................................................... 11
2.6. Professional Services ............................................................................................................................... 12
2.7. Alternates................................................................................................................................................. 16
2.8. Added Value............................................................................................................................................. 18
3. Proposal Content ............................................................................................................................................. 18
3.1. Cover Letter ............................................................................................................................................. 18
3.2. Attachment 1 – Section 2 Responses....................................................................................................... 18
3.3. Attachment 2 – Cost Worksheet.............................................................................................................. 18
3.4. Appendix A – County’s Standard Terms and Conditions ......................................................................... 18
3.5. Appendix B – Special Provisions for Federally Funded Procurements .................................................... 19
3.6. Appendix C – Washington County’s IT Desktop and Server Minimum Standards .................................. 19
3.7. Appendix D – Vendor/Contractor IT Acceptable Use Policy Acknowledgement Form ........................... 19
3.8. Appendix E – Relevant Sales and Marketing Brochures .......................................................................... 19
4. Proposal Submittal........................................................................................................................................... 19
5. Proposal Evaluation and Selection................................................................................................................... 20
5.1. Evaluation Committee ............................................................................................................................. 20
5.2. Evaluation Criteria ................................................................................................................................... 20
5.3. Interview/Presentation............................................................................................................................ 20
5.4. Final Selection .......................................................................................................................................... 20
5.5. Reserved Rights........................................................................................................................................ 20
6. Proposal Questions .......................................................................................................................................... 21
Page |2
RFP for UCaaS and CCaaS
1. Introduction
This Request for Proposal (RFP) has been prepared by Washington County to secure services for a vendor or
combination of vendors to install Unified Communications as a Service (UCaaS) and Contact Center as a
Service (CCaaS) systems and peripherals. Although several companies may be involved in this project, the
intention is to solidify a single team with a project manager to manage all vendors.
Vendor/Proposer – Used to describe who is responding to this RFP. It is understood that this may
include:
o The Agent – Proposing services of another or a group of vendors.
o Vendor(s) – The company providing the cloud-based service. It is understood that there may
be multiple vendors to meet the specifications.
Contractor – the successful vendor/proposer becomes the contractor once a contract is signed.
1.1. Background Information
The County was established in 1849 and has the powers, duties, and privileges granted counties by state
law, codified in Minn. Stat. § 373. The County serves an area of 423 square miles, with an estimated
population of 262,748. The County’s fiscal year begins on January 1 and ends on December 31. The County is
governed by a five-member board of County commissioners representing separate districts within the
County. In addition, the offices of County attorney and sheriff are elected on a County-wide basis.
The County offers a full range of services including courts, property tax administration, law enforcement and
corrections, public works, human services, parks, solid waste management, library, community health,
County extension, and general administration. The County employs approximately 1300 employees.
The County is currently using an approximately 15-year-old Mitel PBX. As with many entities, the pandemic
changed how the County communicated. The County has relied on Teams for internal communications, cell
phones for external and a handful of users, and one talk from Verizon, allowing the County to forward calls
from the Mitel to one talk for individuals to work at home.
1.2. County Authorized Representative
The County Authorized Representative for this RFP is:
Aaron Dunker
I.T. Project Manager
IT-RFP@co.washington.mn.us
Page |3
RFP for UCaaS and CCaaS
1.3. Schedule
Washington County anticipates the following schedule:
Schedule
RFP Release Date
Questions Due (Round 1)
Addendum Release Date (Round 1)
Questions Due (Final Round)
Addendum Release Date (Final Round)
Proposals Due
Notification of Award
Commencement Date
Due Date
January 3, 2024
January 12, 2024
January 17, 2024
January 19, 2024
January 23, 2024
February 2, 2024
February 12, 2024
March 7, 2024
2. User Requirements and Specifications
The successful Contractor will have the abilities to perform all the functions below. Vendor/Proposers are
also encouraged to highlight any services for which they possess particularly notable qualifications in the
response section.
2.1. User Requirements
A survey was completed of a cross-section of functional areas, asking them what their interest is in the
following features:
Feature
Description
Softphone
A program that is installed or is browser based that allows users to have their
enterprise telephone wherever they have their PC and internet access. This
improves the ability of staff to work remotely. It can also reduce, or in some
departments, eliminate physical phones.
Percent of
Functional
Areas
Requesting
92%
Mobility The ability to work outside of the office. Either at home, on the road, client
88%
locations, etc
.
Softphone An application that is on a mobile phone that will allow users to answer calls that
92%
on Mobile are made to their enterprise telephone number. Users can also make calls to
clients or constituents from their mobile phone and have the caller ID be their
enterprise telephone number. This keeps the mobile phone number private.
SMS
Using the mobile app, or softphone on a PC, to send SMS text messages using the
72%
Texting
enterprise telephone number.
Page |4
RFP for UCaaS and CCaaS
Front Desk Departments that answer calls from the public and may have one or more County
72%
Routing employees to back-up and answer overflow calls. These areas will require a station
survey where the successful vendor will need to meet with the department to
determine how they want the system programmed to maximize customer service
and efficiency.
ACD Call Departments that currently have Automatic Call Distribution (ACD) or would
44%
Center
benefit from it. Users log in to take calls, calls are routed to call takers in a circular
or terminal hunt group. There is historical and real time reporting available. These
users need something additional to the standard call routing available in the
system. The vendors must include time to meet with these departments to ensure
that everyone is programed correctly.
Multimedia Ability to include SMS text, chat, and emails into the contact center queue.
28%
Call Center
Callback in Ability to have callers choose an option to receive a call back and not lose their spot 20%
Queue
in the queue.
Fax
Electronic fax – potential augmentation or replacement of Fast Fax.
36%
Paging via Ability to page and have a voice announcement go over the speaker and/or on
16%
Phones
multiple telephones.
External Ability to page to external paging systems, typically speakers installed in the ceiling. 16%
Paging
The following is a graph showing which features functional areas requested:
Page |5

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