HomeMy WebLinkAbout08/21/2007, C5 - REQUEST FOR PROPOSALS: VOICE OVER INTERNET TELEPHONE SYSTEM council W6,Dw 8-21-07
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CITY OF SAN LU I S O B I S P O J
FROM: Bill Statler, Director of Finance & Information Technology
Teri Maa, Information Technology Manager
SUBJECT: REQUEST FOR PROPOSALS: VOICE OVER INTERNET TELEPHONE
SYSTEM
CAO RECOMMENDATION
1. Approve issuing a request for proposals for a Voice over Internet telephone system.
2. Authorize the CAO to award the contract if the best overall proposal is within the approved
budget of$351,000 for this project.
DISCUSSION
Background
The 2007-09 Financial Plan includes funding to shift telephone technologies from Centrex voice
services to a City-owned voice over Internet telephone system (VoIP). This will leverage the
City's capital investment in switch equipment and fiber; reduce costly third-party contracts for
telephone moves, adds and changes; and replace the City's aging voice mail system.
Additionally, employee productivity will improve with added phone features such as faxing to
the desktop, forwarding to multiple numbers (follow me/find me for mobile workers), voice mail
forwarded to Outlook e-mail, call logging and call tracking.
Project Workscope
The City is currently using AT&T's Centrex, "uniform call distribution"(UCD) circuits and long
distance services. As part of the VOIP system implementation, the City plans to convert 518
Centrex ISDN/analog extensions, 33 fax extensions, 2 UCD circuits and minimally 268 voice
mailboxes. Approximately 200 lines (i.e., 911, EOC, irrigation system, security alarm, fire
alarm, autodialer, elevator, etc.) will not be converted to VoIP.
The workscope includes:
1. Proposed VOIP system
a. System architecture
b. Desktop productivity tools
c. UCD supervisor/agent
d. Call center features
e. Telephone interface features
f. Conferencing
2. Engineering Services
Request for Proposals: Voice over Internet Telephone System Page 2
3. Training
4. Maintenance and Support
Retaining City Extensions. The City has already informed AT&T of its intention to retain all
existing City extensions. AT&T estimates that the City will need four T-1 connections to
accommodate the City's call volume.
Voice Mail. The VoIP system will replace the City's aging Octel Overture 200 voice mail
system. The Octel system indicates that there are a total of 660 voice mailboxes in use; however,
this count includes user, system and phantom (no extension) voice mailboxes. At a minimum,
the VoIP system must provide voice mailbox capacity for 239 "answering" extensions and 29
"non-answering" extensions. However, some of the ringing extensions utilize phone trees that
will need to be replicated by the VoIP system.
UCD Services. Front counter employees in the Finance & Information Technology Department
and the Community Development Department use UCD's with Tone Commander or Fujitsu
ISDN sets. Several of these phones have 50-button capability, which enables employees to
monitor lines in use throughout the department for call transfer purposes. The VoIP system must
provide an equivalent UCD capability for these departments and be expandable to other
departments such as the Public Works department.
Retaining non-VoIP Telephones. Currently, the City has 31 non-VoIP telephone sets and
associated analog extensions that will need to be retained and interfaced with the VoIP system.
These non-VoIP sets include Polycom conference phones and cordless handheld phones. These
31 extensions were not included in the above-mentioned 518 extensions to be converted.
Project Management
Information Technology is the lead for this project. Department representatives will attend
meetings pertaining to telephone functionality, integration with business operations and user
training.
Evaluation and Selection Process
Proposal Evaluation. A review team composed of representatives from Information Technology
and Administration will consider the following factors in evaluating proposals and making their
contract award recommendation to the CAO:
1. Understanding of the work required by the City.
2. Technical merit and capability.
3. Scalability.
4. System management and maintenance.
5. User-interfaces and ease of use.
6. Total cost of ownership.
7. Maintenance packages and alternatives.
8. Equipment migration strategies.
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Request for Proposals: Voice over Internet Telephone System Page 3
9. Equipment upgrade mechanisms and cost.
10. Training.
11. Known or intended changes to hardware and/or software over the next year.
12. Next generation devices that are commercially shipping within 6 months from date of
presentation.
13. Quality, clarity and responsiveness of the proposal.
14. Demonstrated competence and professional qualifications necessary for successfully
performing the work required by the City.
15. Recent experience in successfully performing similar services.
16. Proposed approach in completing the work.
17. References.
18. Background and related experience of the specific individuals to be assigned to this project.
19. Proposed compensation.
As reflected above, contract award will not be based solely on price, but on a combination of
factors as determined to be in the best interest of the City. After evaluating the proposals and
discussing them further with the finalists or the tentatively selected contractor, the City reserves
the right to further negotiate the proposed work and/or method and amount of compensation.
Proposal Review and Award Schedule. The following is an outline of the anticipated schedule
for proposal review and contract award:
Issue RFP 8/22/07
Pre-proposal conference 8/30/07
Receive proposals 9/13/07
Complete proposal evaluation 9/26/07
Conduct finalist interviews 9/27/07
Finalize staff recommendation 10/4/07
Award contract 10/11/07
Execute contract 10/18/07
Start work 10/19/07
Project completion 3/15/08
Prospective Proposers
In addition to publishing a formal notice requesting proposals in The Tribune and advertising on
the City's website, staff will email the RFP to a limited number of firms specializing in this type
of work who have indicated their interest in performing this work. Prospective proposers include
resellers of Avaya, Nortel, Shoretel and Cisco equipment such as AMT, Verizon, and CIO
Solutions.
CONCURRENCE
The Information Technology Steering Committee to the CAO concurs with this request.
i
Request for Proposals: Voice over Internet Telephone System Page 4
Members of this committee include:
Shelly Stanwyck, Assistant CAO (Committee Chair)
Kathe Bishop (Appointed by Application Administrators Group)
Monica Irons, Director of Human Resources
Deb Linden, Police Chief
Bill Statler, Director of Finance& Information Technology
Jay Walter, Director of Public Works
Staff Support—Teri Maa, Information Technology Manager
FISCAL IMPACT
The project budget has adequate funding to cover the projected cost of this work component
(estimated at $351,000) as well as related project costs, summarized as follows:
Approved Project Budget: 2007-09 Financial Plan
Acquisitions Cost
VoIP 351,000
VoIP Telephone System 250,000
Fax Server 10,000
Engineering Services 35,000
Training 25,000
Project Contingency(10%) 31,000
Power over Ethernet(PoE) 99,000
PoE Equipment and Installation Services 90,000
Project Contingency(10%) 9,000
TOTAL $450,000
The PoE acquisition will be a separate contract and will be managed in parallel with the VoIP
system acquisition.
Project Funding Sources
Fund Total
General 3881200
Water 25,000
Sewer 12,000
Parking 21,000
Transit 3,800
TOTAL $4509000
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Request for Proposals; Voice over Intemet Telephone System Page 5
Ongoing Cost Savings
As detailed in the project description in the 2007-11 Capital Improvement Plan, the City will
save $65,000 annually after system implementation. Annual ongoing operating costs in the
amount of$68,500 are projected for contract VOIP maintenance and AT&T connectivity
ALTERNATIVES
1. Defer or re phase the project This project has already been re-phased from the
recommended schedule adopted by the Council in 2001. Continuing to re-phase this request
only defers annual savings.
2. Deny the project Given the obsolescence of the voice mail system and the importance of
reducing overall City costs,making no progress in this area is not recommended. If the City
does not move forward with the VoIP system, then a comparable free-standing voice mail
system will be needed to replace the City's "at-capacity", 12-year old voice mail.system.
Comparable free-standing systems cost about $115,000; and contracting for this service from
AT&T via the current Centrex system will cost $95,000 annually.
ATTACHMENTS
1. Workscope excerpt from the request for proposals for data storage system
2. Proposers list
ON FILE IN THE COUNCIL OFFICE
Request for Proposals for Voice over Internet Telephone System
G:Unfonnation TechnologyUnfocmation Technology Division\Telephones\VoIP\CAR—Vo1P.doc
ATTACHMENT 1
Section A
DESCRIPTION OF WORK
OVERVIEW
Purpose
The City of San Luis Obispo is inviting proposals to design, supply, install, maintain and support
a Voice over ]P system. The project includes the interconnection of this system to the City's
network.
Background
The City is currently using AT&T's Centrex, "uniform call distribution" (UCD) circuits and long
distance services. As part of the VoIP system implementation, the City plans to convert 518
Centrex ISDN/analog extensions, 33 fax extensions, 2 UCD circuits and minimally 268 voice
mailboxes.
Retaining City Extensions. The City has already informed AT&T of their intention to retain all
existing City extensions. AT&T estimates that the City will need four T-1 connections to
accommodate the City's call volume.
Voice Mail. The VoIP system will replace the City's aging Octel Overture 200 voice mail
system. The Octel system indicates that there are a total of 660 voice mailboxes in use; however,
this count includes user, system and phantom (no extension) voice mailboxes. At a minimum,
the VoIP system must provide voice mailbox capacity for 239 "answering" extensions and 29
"non-answering" extensions. However, some of the ringing extensions utilize phone trees that
will need to be replicated by the VoIP system.
UCD Services. The front counter, customer-facing employees in the Finance & Information
Technology Department and the Community Development Department use UCD's with Tone
Commander or Fujitsu ISDN sets. Several of these phones have 50-button capability, which
enables employees to monitor lines in use throughout the department for call transfer purposes.
The VoIP system must provide an equivalent UCD capability for these departments and be
expandable to other departments such as the Public Works department.
Retaining non-VoIP Telephones. Currently, the City has 31 non-VoIP telephone sets and
associated analog extensions that will need to be retained and interfaced with the VoIP system.
These non-VoIP sets include Polycom conference phones and cordless handheld phones. These
31 extensions were not included in the above-mentioned 518 extensions to be converted.
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Project Management
Information Technology is the lead for this project. Department representatives will attend
meetings pertaining to telephone functionality, integration with business operations and user
training.
CITY NETWORK
The City has an Extreme Networks' infrastructure running data and video at gigabit speeds over
fiber to all City facilities. Proposers should assume that all facilities have power over Ethernet
(PoE) switches. The diagram below depicts fiber paths between City sites. Emergency generator
locations are shaded in gray.
City of San Luis Obispo Fiber Overview July 2007
PW& Util Ludwik
CDD Admin.
PD
Parks& Annex
Rec
PD HO Stenner
W'fP
City Nall
OGenerator Locations
Fire
Gigabit Fiber Ethernet Station 2
Connections
Swim
Center
CY Parking
Shops Fire
Station 3
CY;Admin.
VWNC
Shop
Fire
Fire Station 1
Station.4
WRF ,
Ops
WRF Golf
Admin.
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The table below lists City facilities and the expected demands each will place on the VoIP
system. The "gray and bold" locations (City Hall, CY Admin., Fire Station 1 and PD HQ) must
continue to have telephone services even if all fiber links to these facilities are interrupted.
Extellsions Voice
-NModeni Fax Analoo 11) based Mailboxes
Locations with Voice Extensions
Lines Lines Phoiies Phones Mailboxes (no phone
City Hall 7 6 2 57 45 42 7
CY Admin. 2 1 2 27 12 23 3
CY Shops 1 1 3 10 3 11 0
Fire Station 1 2 2 5 26 19 19 3
Fire Station 2 0 1 2 5 0 15 0
Fire Station 3 0 1 2 5 0 15 0
Fire Station 4 0 1 2 5 0 15 0
Golf 1 0 0 2 2 1 0
Ludwick 0 0 0 6 0 6 0
Parking 2 1 0 9 7 11 0
Parks &Rec 1 1 0 27 25 5 2
PD Annex 0 1 1 11 2 14 0
PD HQ 5 3 6 51 37 30 4
PW & CDD 1 7 1 77 64 44 8
Stenner WTP 0 1 0 4 3 4 0
Swim Center 0 3 1 4 2 6 1
Util Admin. 0 1 2 13 11 5 1
WRF Admin 1 1 1 10 7 6 0
WRF Ops 0 0 0 3 0 3 0
WWC Sho 0 1 1 2 0 4 0
Totals: 23 33 31 354 239 279 29
The City is responsible for providing appropriate network bandwidth and connectivity
requirements. Likewise, data network performance is the responsibility of the City. Voice quality
and equipment performance is the responsibility of the proposer.
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(TACHMENT tl
TECIINICAL PROPOSAL REQUIREMENTS
The proposer should submit product documentation, system diagrams showing placement of all
equipment and address the following system features in their proposal.
I. System Architecture
A. System Reliability
i. Describe the overall reliability of the proposed system architecture (i.e. %
availability).
ii. Describe the embedded real-time operating system of the proposed system.
iii. Is the proposed system distributed or centralized?
iv. What components are hot swappable?
v. Describe proposed system redundancy and fail-over capabilities.
vi. Can the proposed system provide 9-1-1 access in a power-outage from any telephone?
B. System Scalability
i. Explain how the proposed system allows for future growth.
ii. Describe how the proposed system scales as the number of users increase.
iii. Describe how hardware and software upgrades are handled.
iv. Describe how adds, moves, changes and deletions are made in the system. Does it
require a system re-boot?
v. What is the proposed system's traffic-handling capacity at the projected growth factor
size?
vi. How many simultaneous conversations can the system support at the system's
maximum configuration?
vii.What is the maximum number of call attempts that the proposed system can handle?
C. Multi-site Capabilities
i. Describe the proposed system management interface.
ii. Describe remote survivable architecture.
iii. How does the proposed system provide monitoring and service support to multiple
sites?
iv. Describe the impact of adding an additional site to an existing system. Does the
addition of additional sites disrupt the existing phone system or require a system shut
down?
D. Working from home/Telecommuting/Remote User Capabilities
i. Describe how the system allows users to check their voicemail from home.
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ATTACHMENT I
ii. Explain what capabilities of the system a remote user with or without a VPN
connection can use.
E. Network Requirements
L Describe the network requirements for the proposed VoIP system.
ii. Explain your overall ability to leverage the City's existing data and fiber network.
iii. How does the proposed system monitor V61P calls between sites and provide reports
on this activity?
iv. Describe how the proposed system allows for remote support access and
troubleshooting. Explain any built-in monitoring and troubleshooting tools.
F. Peripheral Equipment
L Identify all peripheral equipment that is supported as part of your VoIP system.
ii. Describe the proposed system's voicemail features and capabilities.
iii. Describe the proposed system's"bells and whistles".
G. System Administration and Management
i. Describe the administration/management interface of the proposed VolP system and
the training options available to the City.
ii. Describe the process for self-administering a service request..
iii. Explain the single management interface for administering all sites.
iv. Describe the GUI interface that will be used by the administrator.
H. Standard and Customized System Reports
L Describe the reporting capabilities of the proposed VoIP system.
ii. Explain the availability of customized reports.
iii. Describe the report format that the proposed system utilizes.
H. Desktop Productivity Tools
Explain how your proposed system addresses the following:
A. Unified messaging (voice mail and.fax) integration with Outlook.
B. Provide for dialing integration with Outlook contacts.
C. Provide for synchronized message waiting light with unified messaging applications.
D. Provide for voice mail callback capabilities.
E. Dynamic on-line directories for internal/external users by phone and PC GUI.
F. Call control capabilities (make call, take call, transfer, conferencing, pickup, & park)
through a GUI and by phone.
G. Explain how the proposed system will allow the user to stack and manage multiple calls.
How many calls can be stacked on a single extension?
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H. Allow user to configure their call control and voice mail preferences through a PC GUI,
by phone and through a web client.
I. Allow user access to call history for their own extension.
J. Allow user to set multiple forwarding scenarios for their extension.
K. Allow user to store multiple voice mail greetings.
L. Allow user to configure voice mail notifications to internal numbers, external numbers,
pagers, and email.
M. Provide user with just in time presence monitoring across multiple sites.
N. Support using a computer as a VoIP phone.
O. Allow user to assign their office extension to any phone on or off the company network.
P. Provide for the monitoring of bridged call appearances through a PC GUI.
Q. Describe the licensing scheme used for your desktop software.
HLUCD Supervisor/Agent
Explain how your proposed system supports queues.
IV.Call Center Features
Explain the call center features of your proposed system.
V. Telephone Interface
Explain the telephone interface features that address the following:
A. Support of standard analog phones.
B. Basic telephone features (make call, take call, transfer, conferencing, call pickup, call
park, redia] & voice mail login).
C. Ability to "reassign" an extension to any phone on or off the city network.
D. Intercom/paging through the phone.
E. Directory access through the phone.
F. Call history through the phone.
G. Support of headsets (make and model).
H. Programmable buttons on the phone.
I. Message-waiting indicator light on the phone.
J. Bridged call appearances.
K. Stutter dial tone.
VI.Conferencing
Explain the conferencing capabilities that address the following:
A. Describe how the system supports multi-party conference calls.
B. Describe how the system supports multiple conference calls simultaneously and how
many.
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C. Integrated IP based conference bridge.
D. Incremental increase of additional conference ports and maximum ports allowed.
E. Describe how the system supports collaboration tools like document or application
sharing.
F. Describe how the system supports call recording.
G. Describe how the system supports instant messaging.
H. Scheduling of conference calls via a web browser.
I. Integration with Microsoft Outlook.
J. System administrator access of the management interface via a web browser.
K. Describe any software licensing issues related to conferencing.
ENGINEERING SERVICES
Contractor should describe their planning, installation, and implementation process in detail and
address the following:
A. Describe your system installation methodology and documented process.
B. Describe how you will perform a network assessment to ensure that VoIP deployment
will be successful.
C. What, if any proprietary network equipment will need to be purchased by the City to
deploy your proposed VoIP system?
D. With nominal training, could City technical staff extend this VoIP system to new sites?
E. Please explain the VoIP system integrated software distribution solution.
F. Describe the steps involved in periodic software upgrades.
G. Estimate the number of hours required for each step. (planning, installation and
implementation)
TRAINING
Proposer should detail their training offerings and provide cost estimates.
MAINTENANCE AND SUPPORT
Proposer should provide documentation on manufacturer's warranty for products specified, cost
estimates for 240 support options and hourly rates for engineering services support.
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fti. rnc1�N�ENT
.BIDDERS LIST
VOICE OVER IP SYSTEM—SPECIFICATION NO.90222A
Business Name: CIO Solutions Business Name: AT&T
Contact Name: Andrew West Contact Name: Lon Maisonneue
Phone No: 805-692-6700 Phone No: 559-454-4406
E-mail: AWest@ciosolutions.com E-mail: lonm@att.comm
Business Name: Avaya Business Name: Verizon
Contact Name: Mary Mondragon Contact Name: Stephen Lieberman
Phone No: 626-304-5171 Phone No: 805-748-5528
E-mail: mmondragon@avaya.com E-mail: stephen.lieberman@verizonwireless.com
Business Name: Nortel
Contact Name: George Guerrero
Phone No: 805-373-2044
E-mail: george.guerrero@nortel.com
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Page 1 of 2
,, .,:--D FILE
MEETIN13 AGEND 15�'COUNCIL
Hampian, Ken DATE.Ijro11TEM It CAO DIR
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A77ORNEY !"FIRE CHIEF
From: Statler, Bill RECEIVED rCpWDIR
Q CLERK/ORIG POLICE CHF
Sent: Tuesday, August 21, 2007 2:02 PM ❑ DEPT HEADS " nZC DIR
AUG 21 2001 fir— -
To: Carter, Andrew � UTIL DIR
Cc: Hampian, Ken; Maa, Teri; Schmidt, Steve SLO CITY CLERK `.R. r--)!R
Subject: RE: VOIP Useful Life ;r.
Andrew –There are several ways to evaluate its useful life. In the case of the fiber backbone,
that's very long term (50 years – maybe more).
In the case of the specific VoIP components (switches, phones, software, installation), it
depends on perspective:
1. Technologically: probably only 30 minutes after we install it. (As you can appreciate, there
will always be something better, cheaper and faster next week). On the other hand, most local
government organizations (including the City) do not tend to be early adopters of new
technology, so this is unlikely to be a major driver in a making a replacement/upgrade decision.
2. Mechanically: 10 to 20 years.
3. How long will we actually use it? Realistically, government is slow to change major
systems like this (we've been on Centrex for almost 20 years; and our voice mail system for
over ten years), so 15 to 20 years wouldn't surprise me, as long as the system is meeting our
functional needs . . . . and this system will be pretty full-featured. (Centrex features haven't
changed in the last 20 years, nor our voice mail features in over ten years.)
4. The practical determinate is how long we can receive system support from the vendor. This
will be a key factor in vendor selection; and 7 to 10 years is probably as long as we can
expect. (One of the key drivers for two recent technology upgrades – our financial
management system and voice mail system –was discontinuance of vendor support for our
version/model of the system.) However, even if we needed to upgrade/replace systems
sooner than we might otherwise due to the lack of vendor support, there will still be a
continued investment in cabling, power over Ethernet and phones that should live on beyond
this. (And 7 to 10 years from now, the new/upgraded system will be better cheaper, faster.)
So, the short answer: at least 7 years;no more 20 years; and probably somewhere in
between, depending on our financial situation and which driving factor emerges first:
technology, need for new features, mechanics or vendor support (or some harmonic
convergence of some or all these factors).
Fortunately, as noted in the CIP request for this project, the payback period (given our need to
replace our voice mail system) is about five years; so even under the shortest life expectancy,
this is still a good investment.
Please call me at x125 if you have any questions.
- Bill
8/21/2007