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Council 11/07/2011
AGENDA RENTON CITY COUNCIL REGULAR MEETING November 7, 2011 Monday, 7 p.m. 1.CALL TO ORDER AND PLEDGE OF ALLEGIANCE 2.ROLL CALL 3.PROCLAMATIONS a. American Diabetes Month ‐ November 2011 b. National Pancreatic Cancer Awareness Month ‐ November 2011 4.PUBLIC HEARINGS a. 2012 City of Renton Property Tax Levy & 2011/2012 Mid‐Biennium Budget Amendment b. Adoption of the Parks, Recreation, and Natural Resources Plan 5.ADMINISTRATIVE REPORT 6.AUDIENCE COMMENT (Speakers must sign up prior to the Council meeting. Each speaker is allowed five minutes. The comment period will be limited to one‐half hour. The second audience comment period later on in the agenda is unlimited in duration.) When you are recognized by the Presiding Officer, please walk to the podium and state your name and city of residence for the record, SPELLING YOUR LAST NAME. NOTICE to all participants: pursuant to state law, RCW 42.17.130, campaigning for any ballot measure or candidate in City Hall and/or during any portion of the council meeting, including the audience comment portion of the meeting, is PROHIBITED. 7.CONSENT AGENDA The following items are distributed to Councilmembers in advance for study and review, and the recommended actions will be accepted in a single motion. Any item may be removed for further discussion if requested by a Councilmember. a. Approval of Council meeting minutes of 10/24/2011. Council concur. b. Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 with King County regarding the Renton Ave. Business District Improvements project in the West Hill/Skyway area, funded by State and Federal grants. Council concur. c. Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee recommendation to allocate $175,000 to the Renton Chamber of Commerce for the acquisition and contruction of its new offices and visitors center. Refer to Finance Committee. Page 1 of 411 d. Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services and Harambee Church regarding operation and use of the Harambee building as a cold weather shelter. Total cost to City if shelter is activated is $10,000. Refer to Community Services Committee. e. Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Communications, Inc. for the purchase and installation of a new enterprise phone system. Refer to Finance Committee. f. Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Services (RECS) to provide emergency communications to the City when called upon. Council concur. g. Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, authorization for final pay estimate in the amount of $20,844.28, commencement of a 60‐day lien period, and release of retained amount of $117,670.46 to Laser Underground and Earthworks, Inc., contractor, if all required releases are obtained. Council concur. 8.UNFINISHED BUSINESS Topics listed below were discussed in Council committees during the past week. Those topics marked with an asterisk (*) may include legislation. Committee reports on any topics may be held by the Chair if further review is necessary. a. Finance Committee: Vouchers b. Public Safety Committee: Criminal & Nuisance Conduct Code Amendment*; Secondhand Dealers/Precious Metals Transactions Code Amendment* c. Transportation (Aviation) Committee: Portable Tow‐Away Signs 9.RESOLUTIONS AND ORDINANCES Resolution: a. Adopting the Parks, Recreation, and Natural Areas Plan (See 4.b.) Ordinances for first reading: a. Criminal and nuisance conduct code amendment (See 8.b.) b. Secondhand Dealers/Precious Metals Transactions code amendment (See 8.b.) Ordinance for second and final reading: a. Revising City Code regarding Animals and Fowl at Large (1st reading 10/24/2011) 10.NEW BUSINESS a. Elect 2012 Council President and President Pro Tem; Identify Committee on Committee members b. (Includes Council Committee agenda topics; call 425‐430‐6512 for recorded information.) 11.AUDIENCE COMMENT 12.EXECUTIVE SESSION (Personnel Issues) 13.ADJOURNMENT Page 2 of 411 COMMITTEE OF THE WHOLE AGENDA (Preceding Council Meeting) COUNCIL CHAMBERS November 7, 2011 Monday, 5:30 p.m. 2011/2012 Mid‐Biennium Budget Adjustment; WA Aerospace Partnership Briefing • Hearing assistance devices for use in the Council Chambers are available upon request to the City Clerk • CITY COUNCIL MEETINGS ARE TELEVISED LIVE ON GOVERNMENT ACCESS CHANNEL 21 AND ARE RECABLECAST: Tues. & Thurs. at 11 AM & 9 PM, Wed. & Fri at 9 AM & 7 PM and Sat. & Sun. at 1 PM & 9 PM Page 3 of 411 3 a . ‐ A m e r i c a n D i a b e t e s M o n t h ‐ N o v e m b e r 2 0 1 1 P a g e 4 o f 4 1 1 3b. ‐ National Pancreatic Cancer Awareness Month ‐ November 2011 Page 5 of 411 CITY OF RENTON COUNCIL AGENDA BILL Subject/Title: Second Interagency Agreement with King County for Renton Avenue Business District Improvements Project in West Hill/Skyway Meeting: Regular Council - 07 Nov 2011 Exhibits: Interagency Agreement Submitting Data: Dept/Div/Board: Community and Economic Development Staff Contact: Suzanne Dale Estey x6591 Recommended Action: Council Concur Fiscal Impact: Expenditure Required: $ $727,000 Transfer Amendment: $ Amount Budgeted: $ Revenue Generated: $$727,000 Total Project Budget: $ City Share Total Project: $ SUMMARY OF ACTION: The West Hill/Skyway area of unincorporated King County is part of Renton's potential annexation area, and is currently scheduled for an annexation vote in February 2012. West Hill has areas of neglected infrastructure, significant housing and human services needs, crime, and social and public health challenges that require many resources to address – more than any single organization has been able to provide. The Renton Avenue Business District Improvements Project will help revitalize the Renton Avenue South corridor through streetscape and drainage improvements, bicycle lanes and pedestrian enhancements to help create a more safe, attractive, walkable business district along Renton Avenue between 75th Avenue South and 76th Avenue South and will create a streetscape that it is hoped will help stimulate development, and ultimately create an area that is alive with activity and vibrant with a mix of commercial uses including healthy small, neighborhood businesses. As part of its pursuit of funding for the West Hill, in 2010 the City requested $2 million and the Washington State Legislature appropriated $250,000 for the West Hill/Skyway Business District Improvements Project. In 2011, the City again requested $2 million and the State Legislature appropriated $750,000 for the project. This funding is being coupled with an additional $182,495 in federal CDBG funding obtained by the King County Department of Transportation (KCDOT). KCDOT has also applied for $291,300 in additional funds from the TIB for the project; they should be notified about this funding in the next few weeks. King County is the lead agency on the project and is responsible for final design and construction, as well as maintenance. The County and the City entered into a first interagency agreement April 29, 2011 for $243,750 ($250,000 minus an administrative fee paid to the State). This second interagency agreement allows for the transfer of the second state grant of $727,000 ($750,000 minus an administrative fee paid to the State) to King County. Both agreements require collaborative design and community engagement work between the County and the City. The community design workshops were already jointly conducted by King County and the City, and all public communications about the project have been well coordinated. STAFF RECOMMENDATION: Approve a second Interagency Agreement with King County for the Renton Avenue Business District 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 6 of 411 Improvements Project and authorize the Mayor and City Clerk to sign it. 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 7 of 411 1 INTERAGENCY AGREEMENT BETWEEN KING COUNTY AND THE CITY OF RENTON REGARDING IMPROVEMENTS TO RENTON AVENUE SOUTH BETWEEN 75TH AVENUE SOUTH AND 76TH AVENUE SOUTH – Phase 1A THIS AGREEMENT is made and entered into by and between King County, a political subdivision of the State of Washington (“the County"), and the City of Renton (“the City"), a non-charter code city under RCW 35A.03, and a municipal corporation in the State of Washington, regarding improvements to Renton Avenue South in unincorporated King County. The County and the City are collectively referred to as “the Parties.” RECITALS A.The County has a capital improvement project (CIP #M56321) to design and construct pedestrian improvements (“the Project”), in unincorporated King County. B.The Project is located on the east side of Renton Avenue South between 75th Avenue South and 76th Avenue South in the City’s West Hill Potential Annexation Area (the “PAA”). C.The County and the City entered into an agreement April 29, 2011 regarding improvements to Renton Avenue South between 75th Avenue South and 76th Avenue South. As required by this agreement, the County and the City developed and implemented a joint public information and involvement process. Citizen input from the joint public involvement process resulted in an expanded scope of work for the Project. The new scope of work is described in Section 2 of this Agreement. D.The King County Department of Housing and Community Development awarded the King County Road Services an $182,495 Community Development Block Grant for design and partial funding of the improvements. E.The City obtained a grant for $243,750 from the Washington State Department of Commerce (WSDOC) to construct the first phase of the Project, as described in the Agreement of April 29, 2011. F.The City has obtained additional funding from WSDOC to construct the expanded scope of work for the Project. The total grant amount the City has obtained for Phase 1A is $727,000. A cost estimate for the expanded scope is attached in Exhibit A. Exhibit A also shows available funding from these grants to complete the Project. G.It is in the best interest of the County and the City to establish a lead agency to coordinate the Project and to provide for the design, construction and contract administration for the Project. 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 8 of 411 2 NOW, THEREFORE, in consideration of the terms and provisions, the Parties agree as follows: AGREEMENT 1.PURPOSE The purpose of this Agreement is to set forth the Parties' respective rights, roles and responsibilities relating to the Project. 2.SCOPE OF WORK The scope of work for the Project includes an eight foot wide pervious concrete sidewalk, a five foot wide landscaping strip, an eight foot parking lane, and a gateway community identification feature. The Project length is 1,200 feet. 3 GENERAL RESPONSIBILITIES 3.1 All improvements related to the Project shall be consistent with the King County Road Standards and all applicable requirements including but not limited to King County Code Titles 14 and 21A. 3.2 The County shall be the lead agency for the Project with regard to plans, specifications, estimates (PS&E), environmental review and permitting and construction. 3.2.1 The County shall submit a Project schedule to the City after the preferred alternative has been selected. This schedule will identify major milestones and timelines, including but not limited to the following: 30%, 60%, 90% and 100% design documents, environmental review, project permitting, advertisement for bid and award of bid, construction duration, and final acceptance of the Project. The County and the City's tasks shall be identified in the Project schedule. The City shall review this schedule, and the schedule may be periodically amended with the approval of the Parties. 3.2.1.1 After the County produces the 30 percent design documents, the City shall notify the County of any variances it may request from the 2007 King County Road Design and Construction Standards for the design of the Project. 3.2.1.2 Any variance from King County Road Standards shall be reviewed by the County Road Engineer in accordance with the variance requirements of Section 1.12 of the King County Road Standards. 3.2.1.3 The City shall be responsible for all additional costs related to City-requested variances that exceed the Project budget. 3.2.1.4 The County will process design variances during the 30 to 70 percent design phases. Approval of such variances shall remain the sole discretion of the 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 9 of 411 3 County Road Engineer. The County shall provide the City with a written explanation for any variance decision. 3.3 The County shall update the City on its progress in designing and constructing the Project at a joint meeting that shall occur no less frequently than every 30 days. 3.4 The County hereby grants the City right of entry into the jurisdiction of the County for the purpose of performing any and all tasks necessary to implement this Agreement. 3.5 The County Road Services Division Director or designee and the City Public Works Administrator or designee shall serve as liaison for the purpose of this Agreement. The designated contact persons shall meet on an “as needed” basis to provide guidance for the Project and serve as a coordination body between the Parties. 4.CONSTRUCTION CONTRACT BIDDING 4.1 The County shall provide the City a minimum of one copy of the plans and specifications advertised for bid, and an electronic file of the contract documents. 4.2 The County shall advertise the contract in the official legal publication for the County and if necessary other publications to provide the widest possible coverage commensurate with the size of the Project. 4.3 The County shall open the bids and shall notify the City of the time and date of the bid opening, which is typically two to three weeks after the Project is advertised. The City may attend the opening of the bids. 4.4 The County shall award the contract to the lowest responsible bidder for the total Project subject to applicable laws and regulations. 4.5 The County shall require that the City is included as an additional insured on the contractor(s) insurance policy(s), and that the City is included in the contract(s) indemnification provisions and receives the same protection as received by the County. 4.6 The County shall be responsible for following all applicable Federal, State and local laws, rules and regulations in the expenditure of the funds to be paid by the City to the County in connection with the Project. The County assures the City that its procedures are consistent with applicable laws relating to public contract bidding procedures, and the City neither incurs nor assumes any responsibility for the County’s bid, award or contracting process. 4.7 In connection with this Agreement, neither the County nor any Party contracting or subcontracting in connection with the Project shall discriminate on the basis of race, color, sex, religion, nationality, creed, marital status, sexual orientation, age or the presence of any sensory, mental or physical handicap in employment or application for employment or in the administration of the delivery of services or any other benefits 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 10 of 411 4 under this Agreement. The County shall comply fully with all applicable Federal, State, and local laws, ordinances, executive orders and regulations that prohibit such discrimination. 5.CONTRACT ADMINISTRATION 5.1 The County shall provide the necessary engineering, administrative, inspection, clerical and other services necessary for the completion of the Project. 5.2 The City may furnish an inspector (at the City’s expense) to monitor compliance with requirements during the construction of the Project. The City’s inspector shall advise the County of any deficiencies noted. The County shall take any necessary action to resolve the deficiencies noted by the City’s inspector. The City’s inspector shall not communicate directly with or instruct the Project contractor directly on any matters. 5.3 Prior to the Project completion, the Parties shall perform a mutual final inspection of the Project. The City may provide a written deficiency list to the County within ten working days after the final inspection. The list shall contain only construction deficiencies that are out of compliance with the contract specifications and shall cite the specification that it considers to be at issue in the deficiency. Final acceptance of the Project shall be by the County Road Engineer or designee. 5.4 The County represents to the City that it has or will have adequate supervision for those participating in the Project and that all applicable rules, regulations, statutes and ordinances will be complied with in their entirety. 6.PAYMENT 6.1 The City’s total financial contribution to the County to fund the Project shall not exceed the amount of the City’s WSDOC grants with the exception of additional costs the City agrees to contribute in accordance with Section 3.2. The City’s WSDOC grants of $243,750 and $727,000 total $970,750. 6.2 The County shall bill the City on no more than a monthly basis. All costs shall be due within 30 days of the billing date. 6.3 Billings shall be based on the County’s progress payment request to the contractor. The County shall include a copy of this progress payment request with their billing. 6.4 The County shall include in the billing any additional costs to the City associated with the provisions of Section 3.2. 6.5 The County shall expend the City’s contribution in accordance with the funding requirements of the City’s WSDOC grants. 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 11 of 411 5 6.6 The County shall provide the City with all necessary documentation that the City requires to meet its grant obligation to WSDOC. 6.7 The City shall provide the County with funding requirements as described in the City’s WSDOC grants. 7.DURATION/TERMINATION 7.1 This Agreement shall remain in effect until final acceptance of the Project and payment by the City of all monies due from the City to the County. 7.2 If the grants awarded to the City are withdrawn, reduced or limited in any way, or if Federal funding requirements affect the Project, prior to the completion of the Project, either Party may, with thirty (30) days written notice to the other Party, terminate this Agreement. 7.3 In the event of termination prior to completion of the Project, the Party requesting termination shall pay any outstanding contractual obligations at the time of termination. Payable termination costs shall not exceed the actual costs incurred as a result of termination of this Agreement. 7.4 Either Party may terminate this Agreement for default in the event the other Party materially breaches this Agreement. Termination shall be effected by serving a Notice of Termination by certified mail, return receipt requested, on the other Party setting forth the manner in which said Party is in default and the effective date of termination, which shall not be less than fourteen (14) calendar days after the date of the notice; provided, however, such termination shall not take effect if the default has been cured within seven (7) calendar days after the date of the notice of termination. Neither Party may serve a Notice of Termination until they have exhausted the dispute resolution provisions set forth in Section 9.1. 8.LIABILITY Each Party shall protect, defend, indemnify and save harmless the other Party, its officers, officials, employees and agents while acting within the scope of their employment as such, from any and all suits, costs, claims, actions, losses, penalties, judgments, and/or awards of damages, of whatsoever kind arising out of, or in connection with, or incident to the services associated with this Contract caused by or resulting from each Party's own negligent acts or omissions. Each Party agrees that it is fully responsible for the acts and omissions of its own subcontractors, their employees and agents, acting within the scope of their employment as such, as it is for the acts and omissions of its own employees and agents. Each Party agrees that its obligations under this provision extend to any claim, demand, and/or cause of action brought by or on behalf of any of its employees, or agents. The foregoing indemnity is specifically and expressly intended to constitute a waiver of each Party's immunity under Washington's Industrial Insurance act, RCW Title 51, as respects the other Party only, and only to the extent necessary to provide the 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 12 of 411 6 indemnified Party with a full and complete indemnity of claims made by the indemnitor’s employees. The parties acknowledge that these provisions were specifically negotiated and agreed upon by them. 9.DISPUTE RESOLUTION 9.1 In the event of a contractual dispute between the Parties regarding this Agreement, the Parties shall attempt to resolve the matter informally. If the Parties are unable to resolve the matter informally, the matter shall be forwarded for discussions to the Director of King County’s Road Services Division, and the City Manager, or their respective designee(s). If this process fails to resolve the dispute within thirty (30) days after such referral, a Party may pursue any legal remedy available or the Parties may agree to submit the matter to mediation or other alternate dispute resolution. 9.2 If the Parties submit the matter to alternate dispute resolution and the matter is not resolved, a Party shall be entitled to pursue any legal remedy available in a court of law. In the event that any of the parties deem it necessary to institute legal actions or proceedings to enforce any right or obligation under this Agreement, the Parties hereto agree that any such action shall be initiated in King County Superior Court of the State of Washington. This Agreement shall be interpreted and construed in accordance with the laws of the State of Washington. The City hereby consents to the personal jurisdiction of the King County Superior Court of the State of Washington. 9.3 Unless otherwise expressly agreed to by the Parties in writing, both the City and the County shall continue to perform all their respective obligations under this Agreement during the resolution of the dispute. 10.AUDITS AND INSPECTIONS 10.1 The records and documents with respect to all matters covered by this Agreement shall be subject to inspection, review or audit by the County or the City during the term of this Agreement and three years after termination. 10.2 Audits and inspections shall be the responsibility of the County. The City shall support the County in meeting audit and inspection requirements. 11.OTHER PROVISIONS 11.1 Severability. A determination by a court of competent jurisdiction that any provision of this Agreement or any part thereof is illegal or unenforceable shall not cancel or invalidate the remainder of such provision of this Agreement, which shall remain in full force and effect. 11.2 Interpretation. The captions of the Sections or Paragraphs of this Agreement are not a part of the terms or provisions of this Agreement. Whenever required by the 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 13 of 411 7 context of this Agreement, the singular shall include the plural and the plural shall include the singular. The masculine, feminine and neuter genders shall each include the other. 11.3 Waivers. All waivers shall be in writing and signed by the waiving Party. Either Party’s failure to enforce any provision of this Agreement shall not be a waiver and shall not prevent either Party from enforcing that provision or any other provision of this Agreement in the future. 11.4 Waiver of breach of any provision of this Agreement shall not be deemed to be a waiver of any prior or subsequent breach and shall not be construed to be a modification of the terms of this Agreement. 11.5 Force Majeure. If either Party cannot perform any of its obligations due to events beyond its reasonable control (other than the payment of money), the time provided for performing such obligations shall be extended by a period of time equal to the duration of such events. Events beyond a Party’s reasonable control include, but are not limited to, acts of God, war, civil commotion, labor disputes, strikes, fire, flood or other casualty, shortages of labor or materials, government regulations or restrictions and weather conditions. 11.6.Joint Drafting Effort. This Contract shall be considered for all purposes as prepared by the joint efforts of the Parties and shall not be construed against one Party or the other as a result of the preparation, substitution, submission or other event of negotiation, drafting or execution hereof. 11.7 Third Party Beneficiaries. Nothing in this Agreement is intended to, nor shall be construed to give any rights or benefits in the Agreement to anyone other than the City and the County, and all duties and responsibilities undertaken pursuant to this Agreement will be for the sole and exclusive benefit of the City and the County and not for the benefit of any other Party 11.8 This Agreement contains the entire agreement of the parties and any representations or understandings, whether oral or written, not incorporated herein are excluded. 11.9 This Agreement may be amended only by an instrument in writing, duly executed by both Parties. 12.INSURANCE 12.1 Each Party shall procure and maintain for the duration of the Agreement, insurance or self-insurance against claims for injuries to persons or damage to property which may arise from or in connection with performance of the work hereunder by each Party, their agents, representatives, employees or subcontractors. 12.2 No Limitation. Neither Party’s maintenance of insurance as required by the 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 14 of 411 8 Agreement shall not be construed to limit that Party’s liability to the amount of coverage required by this Agreement. 12.3 Minimum Scope and limit of Insurance. Each Party shall obtain insurance of the types and at the limits described below: 12.3.1 Automobile Liability insurance at $1,000,000 Combined Single Limit per occurrence. 12.3.2 Commercial General Liability insurance at $1,000,000 per occurrence and $2,000,000 aggregate, including Employers Liability at $1,000,000 per occurrence. 12.3.3 Workers’ Compensation coverage at statutory limits. 12.4 Verification of Coverage 12.4.1 Each Party shall furnish the other with certificates and a copy of the amendatory endorsements if any. 12.4.2 King County, a charter county government under the constitution of the State of Washington, hereinafter referred to as the “County,” maintains a fully funded Self-Insurance program as defined in King County Code 4.12 for the protection and handling of the County’s liabilities including injuries to persons and damage to property. The City acknowledges, agrees and understands that the County is self-funded for all of its liability exposures. The County agrees, at its own expense, to maintain, through its self-funded program, coverage for all of its liability exposures for this Agreement. The County agrees to provide the City with at least 30 days prior written notice of any material change in the County’s self-funded program and will provide the City with a certificate of self-insurance as adequate proof of coverage. The City further acknowledges, agrees and understands that the County does not purchase Commercial General Liability insurance and is a self-insured governmental entity; therefore the County does not have the ability to add the City as an additional insured. Should the County elect to cease self-insuring its liability exposures and purchase Commercial General Liability insurance, County agrees to add the City as an additional insured. 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 15 of 411 9 12.4.2 It is agreed that the City of Renton’s participation in a governmental self-insured risk pool, with Washington Cities Insurance Authority will meet the requirements of Section 12.3. The County acknowledges, agrees and understands that the City of Renton is self-funded for all of its liability exposures. The City of Renton agrees, at its own expense, to maintain, through its self-funded program, coverage for all of its liability exposures for this Agreement. The City of Renton agrees to provide the County with at least 30 days prior written notice of any material change in the City’s self-funded program and will provide the County with an evidence of coverage letter as adequate proof of coverage. The County further acknowledges, agrees and understands that the City of Renton does not purchase Commercial General Liability insurance and is with a self-insured pool; therefore the City of Renton does not have the ability to add the County as an additional insured. The City of Renton is Self Insured for worker compensation Should the City of Renton elect to cease self-insuring its liability exposures and purchase Commercial General Liability insurance, the City agrees to add the County as an additional insured. IN WITNESS WHEREOF, the parties have entered into this Agreement effective as of the date last written below. KING COUNTY CITY OF RENTON Paulette Norman Interim King County Road Services Division Director Insert signatory’s name and title Date Date APPROVED AS TO FORM: APPROVED AS TO FORM: Deputy Prosecuting Attorney City Attorney Date Date 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 16 of 411 10 EXHIBIT A 7b. ‐ Community and Economic Development Department recommends approval of a second interagency agreement in the amount of $727,000 Page 17 of 411 CITY OF RENTON COUNCIL AGENDA BILL Subject/Title: Lodging Tax Fund Allocation for New Renton Chamber of Commerce Visitors Center Meeting: Regular Council - 07 Nov 2011 Exhibits: Lodging Tax Advisory Committee Report Request from John Galluzzo, Chairman of the Renton Chamber of Commerce Board of Directors DRAFT Contract with the Renton Chamber of Commerce Submitting Data: Dept/Div/Board: Community and Economic Development Staff Contact: Alex Pietsch, x 6592 Recommended Action: Refer to Finance Committee Fiscal Impact: Expenditure Required: $ 175000 Transfer Amendment: $0 Amount Budgeted: $ 0 Revenue Generated: $0 Total Project Budget: $ 175000 City Share Total Project: $ 0 SUMMARY OF ACTION: The Renton Chamber of Commerce is in the process of acquiring the Renton Train Depot in Downton Renton to function as its new offices and visitors center. In order to help fund the purchase of the property, the Chamber has requested $175,000 of unallocated Lodging Tax fund balance. RCW 67.28.1816 allows the use of Lodging Tax proceeds to be used for capital expenditures of tourism- related facilities. The visitors center envisioned by the Renton Chamber of Commerce is such a facility. The Renton Lodging Tax Advisory Committee met on October 25, 2011 to consider the Chamber's request and recommends support. If approved by the City Council, the Chamber and the City will enter in to a contract that outlines the specific details of the funding contribution, including the timing and phasing of payments and a provision that would grant the City rights to the building and, possibly, reimbursement of the City's contribution should the Chamber decide to relocate in the future. A budget adjustment will also be required. City Council approval is also required of a contract that outlines how and when the funds will be paid and establishes certain conditions. STAFF RECOMMENDATION: Concur with the recommendation of the Renton Lodging Tax Advisory Committee and allocate $175,000 to the Renton Chamber of Commerce for acquisition and construction of its offices and visitors center and approve and authorize the Mayor and City Clerk to sign a contract to that end. 7c. ‐ Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee Page 18 of 411 7c. ‐ Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee Page 19 of 411 Alexander Pietsch From:Alex Pietsch [alexpietsch@yahoo.com] Sent:Thursday, October 13, 2011 1:47 PM To:Alexander Pietsch Subject:Fw: ----- Forwarded Message ----- From: John Galluzzo <jgalluzzo@farmersagent.com> To: 'King Parker' <KParker@Rentonwa.gov>; 'Alex Pietsch' <alexpietsch@yahoo.com> Cc: btaylor@gorenton.com; jason@kingandbunnys.com Sent: Thursday, October 13, 2011 1:45 PM Subject: Dear Committee Chair Parker and Mr. Pietsch, The Renton Chamber of Commerce, in accordance with RCW 67.28.180 and 1815, would like to make a formal request to the Hotel and Lodging Tax Committee for the sum of $175,000 from the Lodging Tax Fund Reserve. The purpose for this request is for the purchase of the new Renton Chamber of Commerce and Renton Visitors Center Building here in Renton. Of these funds $ 150,000 is for the purchase of the Renton Train Depot Building, which will then permanently serve as the New Home of The Renton Chamber of Commerce and the Renton Visitors Center. These funds will be used in combination with Chamber funds to complete the down payment and closing cost obligations associated with the transaction, the necessary improvements to the Building once acquired (Tenant Improvements and Betterments), with $ 25,000 to be specifically designated for Exterior Signage and improvements on the outside of the Building. We thank you in advance for your time and consideration and look forward to meeting with the full committee this next Tuesday the 18th to explain this opportunity in detail. John Galluzzo, Chairman Renton Chamber of Commerce 425.226.4560 www.GoRenton.com This e-mail message and any documents accompanying this transmission may contain confidential information and are intended solely for the addressee (s) named above. If you are not the intended addressee/recipient, any use of, disclosure, copying, distribution, or reliance on the contents of this e-mail information is strictly prohibited. Please reply to the sender advising of the error in transmission and immediately delete/destroy the message and any accompanying documents. Farmers Group, Inc. and its subsidiaries and affiliates, including Farmers Financial Solutions, LLC, reserve the right to monitor and review the content of all e-mail communications and attachments sent or received by or from this address and to retain them in accordance with the applicable regulatory requirements. Securities are 7c. ‐ Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee Page 20 of 411 offered through Farmers Financial Solutions, LLC, 30801 Agoura Road, Building 1, Agoura Hills, California 91301. Member FINRA & SIPC. 7c. ‐ Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee Page 21 of 411 ! " ! # ! " $ % " & ' " % &' ! ! " & ( % # & ! ! ! " "" )* + , - " " ! ! - . " " ! ! ! - " " ! ! ! " "" ! "" "! / - * " * " / ! ! ! $ ! " " / 0 ! 12# 3- " * 4 * - ! ! "" ! " " - 4 * . 5 & 6 7 "" 8 29 # " * "" ! * " - ! " : "# ! $# ! % # & $# # ' # . 5 ' 7 "" 8 9 # "" "" " * ! ! ! ! "" ! " " ' ; 7c. ‐ Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee Page 22 of 411 "" " # & " " "" "" " * # # " 6' 7 "" 8 9 # " * "" "" * ! ! " < " ! # 8 9 # ! "" " ! ! ! * " # =# > " " ! ! ! ! * ! " "" " " * ? " ! " ! " # " ! 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" " " "" " " "" " " " " A " " "" ! # # . 5 ' 7 "" 8 9 # # 7 )7 5 >& # 7 ) >& 4 0 B % "" " C ). % ># 0 " " < 7c. ‐ Community and Economic Development Department recommends approval of the Renton Lodging Tax Advisory Committee Page 23 of 411 CITY OF RENTON COUNCIL AGENDA BILL Subject/Title: Cold weather shelter Meeting: Regular Council - 07 Nov 2011 Exhibits: Issue Paper Memorandum of Understanding with Catholic Community Services Memorandum of Understanding with Harambee Church Submitting Data: Dept/Div/Board: Community Services Staff Contact: Karen Bergsvik, X6652 Recommended Action: Refer to Community Services Committee Fiscal Impact: Expenditure Required: $ 10,000 Transfer Amendment: $ Amount Budgeted: $ 10,000 Revenue Generated: $ Total Project Budget: $ 10,000 City Share Total Project: $ SUMMARY OF ACTION: Support a cold weather/severe weather shelter for the homeless that can be activated November 1st through March 31st. The weather will trigger this shelter - when outside temperatures reach 32 degrees farenheit for 24 or more consecutive hours, when snow has or is expected to exceed three inches in depth, or when other conditions are severe enough to present a substantial threat to life or health of persons. It is open from 8pm to 7am. This will be a partnership between Harambee Church, Catholic Community Services, and the City. The $10,000 will be used if the shelter is activated, to pay Catholic Community Services an hourly rate for two staff to do an initial screening of the guests, and to provide supervision of the shelter. If the shelter is not activated, there is no cost. Harambee will provide the facility and the volunteers. STAFF RECOMMENDATION: Authorize the Mayor to sign the memorandums of understanding with Catholic Community Services and Harambee Church. 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 24 of 411 H:\Human Services\- New structure\Council\11 issue papers\coldweathershelter.doc COMMUNITY SERVICES DEPARTMENT M E M O R A N D U M DATE:November 2, 2011 TO:Terri Briere, Council President Members of Renton City Council VIA:Denis Law, Mayor FROM:Terry Higashiyama, Community Services Administrator STAFF CONTACT:Karen Bergsvik, Human Services Manager, Ext. 6652 SUBJECT:Cold Weather Shelter ISSUE: Should the City of Renton have a cold weather shelter, which will house the homeless during severe weather conditions? RECOMMENDATION: Authorize the Mayor to execute the two proposed Memorandums of Understanding. BACKGROUND SUMMARY: There is no place in Renton for homeless families and individuals to go at night, when it is very cold and/or snowing. The demand for shelter beds in South King County far exceeds the number of beds available – and in Renton there are no emergency family shelters or a place where single women can go. The number of homeless is projected to increase Statewide with the cuts in state benefits.1 It is estimated that the number of homeless will increase by 2300 people in 2012, and may increase by more than 21,000 people in 2014 if the document recording fee is not renewed.2 At least 252 families were classified as homeless by the Renton School District in 2010. 2 Critical state and local programs are funded by revenue from a real estate document recording fee. In 2009, the Washington Legislature temporarily increased the original document recording fee of $10 to $30 through 2012, which is used for emergency shelter, homeless prevention, and the transitional housing operating and rent program (THOR). The Legislature has to extend or reauthorize the additional $20 or it will expire. If it expires, there will be major cuts to programs that serve the homeless and the number of homeless is expected to increase. 1 General Assistance, Temporary Aid to Needy Families and Disability Lifeline are cutting cash payments to people served by homeless programs. Renton needs a cold weather/severe weather shelter that is triggered by the weather – as opposed to emergency shelters that are triggered by either local or regional emergencies. The shelter would open when outside temperatures reach 32 degrees Fahrenheit for 24 or more consecutive hours, when snow has or is expected to exceed three inches in depth, or when 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 25 of 411 Terri Briere, Council President Members of Renton City Council Page 2 of 2 November 2, 2011 H:\Human Services\- New structure\Council\11 issue papers\coldweathershelter.doc other conditions are severe enough to present a substantial threat to life or health of persons. This shelter would operate from November to March. Harambee Church has volunteered their church to be the site for this shelter. Tentatively it would be open at 8pm and close at 7am. This will be an extension of the homeless meal program they serve on Saturday night. They will provide the space, prepare meals, help recruit volunteers, and work with Catholic Community Services. Catholic Community Services has agreed to oversee the shelter; they will do the initial screening of guests, and provide staff to stay at the shelter overnight. They operate similar shelters for the cities of Kent and Bellevue. They also oversee the ARISE program in Renton. The City will provide the funding, cots and blankets (those currently at Renton Community Center for emergencies), make the determination as to when the shelter will open, transport the cots and blankets to the shelter, and let the public/homeless know the shelter is open. A total of $10,000 was budgeted for this in 2011/2012. CONCLUSION This shelter will meet a community need, using existing community agencies and resources. It is a partnership and collaboration. Signing these Memorandums of Understanding will allow it to happen. cc:Jay Covington, Chief Administrative Officer Larry Warren, City Attorney Garmon Newson, Assistant City Attorney Iwen Wang, Administrator Finance/IS 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 26 of 411 DRAFT DRAFT H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.docH:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.doc MEMORANDUM OF UNDERSTANDING FOR EMERGENCY SEVERE WEATHER SHELTER (Between the City of Renton and Catholic Community Services THIS AGREEMENT is made between the City of Renton, a Washington municipal corporation and non-charter code city under RCW 35A.03 (hereinafter the "City"), and Catholic Community Services organized under the laws of the State of Washington, located and doing business at 100 23rd Ave South, Seattle, WA 98144 (hereinafter the "Consultant"), collectively known as the “Parties”. I.DESCRIPTION OF WORK. Consultant shall perform the following services for the City in accordance with the following described plans and/or specifications: Catholic Community Services, with volunteers from Harambee Church, will provide a maximum of 400 hours staffing to the severe weather shelter at 316 South 3rd Street Renton, WA 98057, between November 2011 and March 2012. This shelter will be activated by the City of Renton Community Services Administrator when low temperatures fall below 32 degrees for 24 hours or more consecutive hours AND/OR snow accumulation exceeding or expected to exceed 3 inches in depth AND/OR other conditions deemed severe enough to present a substantial threat to life or health of homeless persons. Consultant further represents that the services furnished under this Agreement will be performed in accordance with generally accepted professional practices within the Puget Sound region in effect at the time those services are performed. II.CONSIDERATION. In exchange for the sum noted in Section IV entitled Compensation, Consultant will provide the services detailed throughout this Agreement during the period noted in Section I entitled Description of Work. III.TIME OF COMPLETION. The Parties agree that work will begin on the tasks described in Section I above immediately upon the effective date of this Agreement. Upon the effective date of this Agreement, Consultant shall complete the work described in Section I by March 2012. IV.COMPENSATION. A.The City shall pay the Consultant, based on time and materials, an amount not to exceed $10,000 for the services described in this Agreement. This is the maximum amount to be paid under this Agreement for the work described in Section I above, and shall not be exceeded without the prior written authorization of the City in the form of a negotiated and executed amendment to this Agreement. The Consultant agrees that the hourly or flat rate charged by it for its services contracted for herein shall remain locked at the negotiated rate(s) for a period of one (1) year from the effective date of this Agreement. The Consultant's billing rates shall be as delineated in Exhibit A. B.The Consultant shall submit monthly payment invoices to the City for work performed, and a final bill upon completion of all services described in this Agreement. The City shall provide 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 27 of 411 DRAFT DRAFT H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.docH:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.doc payment within forty-five (45) days of receipt of an invoice. If the City objects to all or any portion of an invoice, it shall notify the Consultant and reserves the option to only pay that portion of the invoice not in dispute. In that event, the Parties will immediately make every effort to settle the disputed portion. V.INDEPENDENT CONTRACTOR. The Parties intend that an Independent Contractor-Employer Relationship will be created by this Agreement. By their execution of this Agreement, and in accordance with Ch. 51.08 RCW, the Parties make the following representations: A.The Consultant has the ability to control and direct the performance and details of its work, the City being interested only in the results obtained under this Agreement. B.The Consultant maintains and pays for its own place of business from which Consultant’s services under this Agreement will be performed. C.The Consultant has an established and independent business that is eligible for a business deduction for federal income tax purposes that existed before the City retained Consultant’s services, or the Consultant is engaged in an independently established trade, occupation, profession, or business of the same nature as that involved under this Agreement. D.The Consultant is responsible for filing as they become due all necessary tax documents with appropriate federal and state agencies, including the Internal Revenue Service and the state Department of Revenue. E.The Consultant has registered its business and established an account with the state Department of Revenue and other state agencies as may be required by Consultant’s business, and has obtained a Unified Business Identifier (UBI) number from the State of Washington. F.The Consultant maintains a set of books dedicated to the expenses and earnings of its business. VI.TERMINATION. Either party may terminate this Agreement, with or without cause, upon providing the other party thirty (30) days written notice at its address set forth on the signature block of this Agreement. After termination, the City may take possession of all records and data within the Consultant’s possession pertaining to this project, which may be used by the City without restriction. If the City’s use of Consultant’s records or data is not related to this project, it shall be without liability or legal exposure to the Consultant. 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 28 of 411 DRAFT DRAFT H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.docH:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.doc VII.DISCRIMINATION. In the hiring of employees for the performance of work under this Agreement or any subcontract, the Consultant, its subcontractors, or any person acting on behalf of the Consultant or subcontractor shall not, by reason of race, religion, color, sex, age, sexual orientation, national origin, or the presence of any sensory, mental, or physical disability, discriminate against any person who is qualified and available to perform the work to which the employment relates. VIII.INDEMNIFICATION. Consultant shall defend, indemnify and hold the City, its officers, officials, employees, agents and volunteers harmless from any and all claims, injuries, damages, losses or suits, including all legal costs and attorney fees, arising out of or in connection with the Consultant's performance of this Agreement, except for that portion of the injuries and damages caused by the City's negligence. The City's inspection or acceptance of any of Consultant's work when completed shall not be grounds to avoid any of these covenants of indemnification. Should a court of competent jurisdiction determine that this Agreement is subject to RCW 4.24.115, then, in the event of liability for damages arising out of bodily injury to persons or damages to property caused by or resulting from the concurrent negligence of the Consultant and the City, its officers, officials, employees, agents and volunteers, the Consultant's liability hereunder shall be only to the extent of the Consultant's negligence. IT IS FURTHER SPECIFICALLY AND EXPRESSLY UNDERSTOOD THAT THE INDEMNIFICATION PROVIDED HEREIN CONSTITUTES THE CONSULTANT'S WAIVER OF IMMUNITY UNDER INDUSTRIAL INSURANCE, TITLE 51 RCW, SOLELY FOR THE PURPOSES OF THIS INDEMNIFICATION. THE PARTIES FURTHER ACKNOWLEDGE THAT THEY HAVE MUTUALLY NEGOTIATED THIS WAIVER. The provisions of this section shall survive the expiration or termination of this Agreement. IX.INSURANCE. The Consultant shall procure and maintain for the duration of the Agreement, insurance of the types and in the amounts acceptable to the City of Renton. X.EXCHANGE OF INFORMATION. The City will provide its best efforts to provide reasonable accuracy of any information supplied by it to Consultant for the purpose of completion of the work under this Agreement. XI.OWNERSHIP AND USE OF RECORDS AND DOCUMENTS. Original documents, drawings, designs, reports, or any other records developed or created under this Agreement shall immediately belong to and become the property of the City. All records submitted by the City to the Consultant will be safeguarded by the Consultant. Consultant shall make such data, documents, and files available to the City upon the City’s request. The City’s use or reuse of any of the documents, data and files created by Consultant for this project by anyone other than Consultant on any other project shall be without liability or legal exposure to Consultant. XII.CITY'S RIGHT OF INSPECTION. Even though Consultant is an independent contractor with the 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 29 of 411 DRAFT DRAFT H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.docH:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.doc authority to control and direct the performance and details of the work authorized under this Agreement, the work must meet the approval of the City and shall be subject to the City's general right of inspection to secure satisfactory completion. XIII.WORK PERFORMED AT CONSULTANT'S RISK. Consultant shall take all necessary precautions and shall be responsible for the safety of its employees, agents, and subcontractors in the performance of the contract work and shall utilize all protection necessary for that purpose. All work shall be done at Consultant's own risk, and Consultant shall be responsible for any loss of or damage to materials, tools, or other articles used or held for use in connection with the work. XIIII.MISCELLANEOUS PROVISIONS. A.Recyclable Materials. The City requires its contractors and consultants to use recycled and recyclable products whenever practicable. A price preference may be available for any designated recycled product. B.Non-Waiver of Breach. The failure of the City to insist upon strict performance of any of the covenants and agreements contained in this Agreement, or to exercise any option conferred by this Agreement in one or more instances shall not be construed to be a waiver or relinquishment of those covenants, agreements or options, and the same shall be and remain in full force and effect. Any waiver by the City must be expressly made in writing. C.Resolution of Disputes and Governing Law. This Agreement shall be governed by and construed in accordance with the laws of the State of Washington. If the Parties are unable to settle any dispute, difference or claim arising from the parties’ performance of this Agreement, the exclusive means of resolving that dispute, difference or claim, shall only be by filing suit exclusively under the venue, rules and jurisdiction of the King County Superior Court, King County, Washington, unless the Parties agree in writing to an alternative dispute resolution process. In any claim or lawsuit for damages arising from the Parties' performance of this Agreement, each party shall pay all its legal costs and attorney's fees incurred in defending or bringing such claim or lawsuit, including all appeals, in addition to any other recovery or award provided by law; provided, however, nothing in this paragraph shall be construed to limit the City's right to indemnification under Section VII of this Agreement. D.Written Notice. All communications regarding this Agreement shall be sent to the Parties at the addresses listed on the signature page of the Agreement, unless notified to the contrary. Any written notice hereunder shall become effective three (3) business days after the date of mailing by registered or certified mail, and shall be deemed sufficiently given if sent to the addressee at the address stated in this Agreement or such other address as may be hereafter specified in writing. 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 30 of 411 DRAFT DRAFT H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.docH:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and CCS)2.doc E.Assignment. Any assignment of this Agreement by either party without the written consent of the non-assigning party shall be void. If the non-assigning party gives its consent to any assignment, the terms of this Agreement shall continue in full force and effect and no further assignment shall be made without additional written consent. F.Modification. No waiver, alteration, or modification of any of the provisions of this Agreement shall be binding unless in writing and signed by a duly authorized representative of the City and Consultant. G.Entire Agreement. The written provisions and terms of this Agreement shall supersede all prior verbal statements of any officer or other representative of the City, and such statements shall not be effective or be construed as entering into or forming a part of or altering in any manner this Agreement. All of the above documents are hereby made a part of this Agreement. However, should any language in any of the Exhibits to this Agreement conflict with any language contained in this Agreement, the terms of this Agreement shall prevail. H.Compliance with Laws. The Consultant agrees to comply with all federal, state, and municipal laws, rules, and regulations that are now effective or in the future become applicable to Consultant's business, equipment, and personnel engaged in operations covered by this Agreement or accruing out of the performance of those operations. I.Counterparts. This Agreement may be executed in any number of counterparts, each of which shall constitute an original, and all of which will together constitute this one Agreement. IN WITNESS, the parties below execute this Agreement, which shall become effective on the last date entered below. CONSULTANT: By: (signature) Print Name:Bill Hallerman Title: Executive Director Catholic Community Services____________ 100 23rd Ave S________________________ Seattle, WA 98144_____________________ 206-206-718-2025 (telephone)___________ BillHall@ccsww.org (email)______________ DATE: CITY OF RENTON: By: (signature) Print Name:Denis Law ______ Title: Mayor__________________________ City of Renton_________________________ 1055 S. Grady Way_____________________ Renton, WA 98057_____________________ 425-430-6500 (telephone)_______________ dlaw@rentonwa.gov___________________ DATE: 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 31 of 411 H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and Harambee)2.doc MEMORANDUM OF UNDERSTANDING FOR EMERGENCY SEVERE WEATHER SHELTER (Between the City of Renton and Harambee Church) THIS MEMORANDUM OF UNDERSTANDING FOR EMERGENCY SEVERE WEATHER SHELTER (“MOU”) is made between the CITY OF RENTON, a Washington municipal corporation and non-charter code city under RCW 35A.03 (herinafter the “City”), and HARAMBEE CHURCH, a Washington non-profit corporation (“Harambee Church”) collectively known as the “Parties”. I. RECITALS 1.1 Through the efforts of their separate agencies, the City and Harambee Church reach out to the homeless and low income residents in the Renton community throughout the year. This segment of Renton’s community has a substantial need for shelter when severe weather conditions strike during the winter months. 1.2 The City and Harambee Church have expressed their mutual desire to partner with one another to provide severe weather shelter when outside temperatures reach 32 degrees fahrenheit for 24 or more consecutive hours, when snow has or is expected to exceed three inches in depth, or when other conditions are severe enough to present a substantial threat to life or health of persons. 1.3 The purpose of this MOU is to outline each party’s understanding and expectations regarding this collaborative effort. II. MOU NOW THEREFORE, in consideration of the terms and provisions contained in this MOU, the City and Harambee Church agree as follows: 2.1 Purpose. The purpose of this MOU is to establish a collaborative effort between the Parties to operate a limited shelter at the Harambee Church during extreme weather conditions that may occur from approximately November 1 through March 31 of each year. 2.2 Roles and Responsibilities. The following outlines the intended responsibilities of each party to this MOU: A.The City will perform the following duties: (1)From November 1 through March 31, the City will monitor winter weather conditions and, should the City determine that it is advisable that the severe weather shelter be opened, it will use its best efforts to call Harambee Church at least two (2) hours before the shelter should be open to accept clients. (2)The City will declare that a severe weather condition exists, and will request that Harambee Church open a severe weather shelter, when low outside temperatures are at or below 32 degrees fahrenheit for 24 or more consecutive hours, when 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 32 of 411 H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and Harambee)2.doc snow accumulations exceed or are expected to exceed 3 inches, or when other conditions exist that are deemed by the City to be severe enough to present a substantial threat to life or health of persons. (3)The City will contract with an agency to provide trained staff to conduct safety screening of those clients seeking shelter at Harambee Church and to monitor and supervise shelter clients throughout their over-night stay in the shelter. (4)The City will provide emergency cots, blankets and mats, and will transport them to/from Harambee Church if the shelter is activated. B.Harambee Church will perform the following duties: (1)From November 1 through March 31, when the City declares that a severe weather condition exists that necessitates the opening of a severe weather shelter, the City will ask Harambee Church to open a shelter to house up to 50 individuals while the severe weather condition exists. Men will be housed together in one room, women will be housed together in another room, and families will be housed together in a third room. The City understands that there may be circumstances when Harambee Church cannot open its facilities due to loss of power, lack of volunteers, etc. (2)Harambee Church will operate the severe weather shelter according to the following general schedule: ·8 p.m. – Prepare the shelter to accept clients ·9:30 p.m. to 6:30 a.m. – The shelter will remain open to receive clients ·6:30 a.m. – Begin shutdown procedures to close the shelter ·7:00 a.m. – Close and lock the facility The shelter may be opened earlier or remain open later if both the City and Harambee Church agree. During these times, staffing will be managed by Harambee Church volunteers. (3)Harambee Church will supply volunteers to prepare shelter mats for use; prepare meals for shelter residents; sanitize, clean, and store shelter mats; and clean the shelter area. Volunteers will also help to monitor over-night shelter with guidance of the paid agency staff. Key volunteers will take the AmericanRed Cross Shelter training. (4)Harambee Church will accept residents who are referred to Harambee Church by service providers, emergency services, faith groups, walk-ins, or other referrals. 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 33 of 411 H:\Human Services\- New structure\Projects\cold weather shelter\Carol's Working files Severe Weather Shelter\Severe Weather Shelter MOU (COR and Harambee)2.doc IN WITNESS, the parties have executed this Memorandum of Understanding, which shall become effective on the last date executed below. HARAMBEE CHURCH: By: (signature) Print Name:John Prince ______ Title: President __________________ Harambee Church_____________________ 316 S. 3rd St.__________________________ Renton, WA 98057_____________________ 253-202-2160 (telephone)___________ ____________________________________ DATE: CITY OF RENTON: By: (signature) Print Name:Denis Law ______ Title: Mayor__________________________ City of Renton_________________________ 1055 S. Grady Way_____________________ Renton, WA 98057_____________________ 425-430-6600 (telephone)_______________ dlaw@rentonwa.gov___________________ DATE: 7d. ‐ Community Services Department recommends approval of Memorandums of Understanding with Catholic Community Services Page 34 of 411 CITY OF RENTON COUNCIL AGENDA BILL Subject/Title: Enterprise Phone System Replacement Meeting: Regular Council - 07 Nov 2011 Exhibits: Issue Paper Project Contract Phone System RFP Tri-Tec RFP Response Submitting Data: Dept/Div/Board: Finance & Information Technology Staff Contact: Mehdi Sadri, Information Technology Director Recommended Action: Refer to Finance Committee. Fiscal Impact: Expenditure Required: $ 352,616.41 Transfer Amendment: $N/A Amount Budgeted: $ 450,000 Revenue Generated: $N/A Total Project Budget: $ 450,000.00 City Share Total Project: $ N/A SUMMARY OF ACTION: The city purchased the existing Nortel Option 61c phone switch as the City’s main PBX (private branch exchange) in 1998. Information Technology had planned to upgrade the Nortel system in late 2008 to be financed over a 3-year period. However, this effort was suspended because Nortel filed for bankruptcy in early 2009 and subsequently has been acquired by Avaya. The decision was made to select a replacement system through a competitive process later. The City issued a Request for Proposal (RFP) on June 8, 2011 for a new phone system. A pre-proposal conference was held on June 24, 2011. Eight (8) proposals, ranging from $350,000 to $590,000 were received from local and out of state vendors and manufacturers. IT staff then narrowed the RFP’s down to four (4) providers. These 4 were interviewed and demonstrated their products to a panel of city staff members from various departments. The resulting staff recommendation is for the Voice over Internet Protocol (VoIP) solution by Mitel Co. as proposed by TRI-TEC Communications, Inc. STAFF RECOMMENDATION: Approve the purchase of an enterprise phone system from TRI-TEC Communications, Inc. for an amount not to exceed $352,616.41, and authorize the Mayor and City Clerk to sign the agreement. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 35 of 411 FINANCE AND INFORMATION TECHNOLOGY M E M O R A N D U M DATE:October 31, 2011 TO:Terri Briere, Council President Members of the Renton City Council VIA:Denis Law, Mayor FROM:Mehdi Sadri, Information Technology Director SUBJECT:Enterprise Phone System Replacement ISSUE Should the City purchase a new phone system to replace the existing system? RECOMMENDATION Staff recommends approving the purchase of an enterprise phone system from TRI-TEC Communications, Inc. for an amount not to exceed $352,616.41, and to authorize the Mayor and City Clerk to sign the agreement. BACKGROUND The city purchased the existing Nortel Option 61c phone switch as the City’s main PBX (private branch exchange) in 1998 as part of the remodel to City Hall. In addition, the City purchased three smaller Nortel PBX’s located at Fire Station #12 (FS12), the 200 Mill Avenue Building (which serves the entire Liberty Park and Renton Community Center campus), and the Senior Center (which serves both the facilities shops and parks shops buildings). The City also maintains six additional Nortel key systems at various locations for a total of ten phone switches. Since the system is no longer under a maintenance agreement, and the original manufacturer no longer exists, it is increasingly difficult to find parts or technical support to maintain the system. Information Technology had planned to upgrade the Nortel system in late 2008 to be financed over a 3-year period. However, this effort was suspended because Nortel filed for bankruptcy in early 2009 and subsequently has been acquired by Avaya. The decision was to select a replacement system through a competitive process later. IT issued a Request for Proposal (RFP) on June 8, 2011 for a new phone system. A pre-proposal conference was held on June 24, 2011. Eight (8) proposals, ranging from $350,000 to $590,000 were received from local and out of state vendors and manufacturers. IT staff then narrowed the RFP’s down to four (4) providers. These 4 were interviewed and demonstrated their products to a panel of city staff members from various departments. The resulting staff recommendation is for the Voice over IP solution by Mitel Co. as proposed by TRI-TEC Communications, Inc. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 36 of 411 NEW SYSTEM FEATURES ·Redundant core servers at City Hall & FS12 ·Redundant connection to Century Link (Qwest) at City Hall & FS12 ·Increased system resiliency at FS12, PW Shops, and City Attorney’s office ·680 Handsets ·100 fax and analog connections ·800 voice mail boxes ·Enhanced call attendant, call distribution, and conference call capabilities ·Unified communication and mobility ·Uniform system maintenance and support COST Contract: Hardware/Software =$230,349.00 Implementation, Training, 1st year support =$ 91,675.00 Total Including Tax =$352,616.41 Other costs: Network equipment =$ 40,000.00 Uninterruptable Power Supplies =$ 10,000.00 Minor Building wiring =$ 10,000.00 Total =$ 60,000.00 PROJECT CONTINGENCY =$ 40,000.00 Total: =$452,616.41 FUNDING The total project budget of $450,000 is available in the 2011 Adjusted Budget. Attachment: Tri-Tec Contract for Enterprise Communication System replacement 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 37 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 38 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 39 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 40 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 41 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 42 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 43 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 44 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 45 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 46 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 47 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 48 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 49 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 50 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 51 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 52 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 53 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 54 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 55 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 56 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 57 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 58 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 59 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 60 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 61 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 62 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 63 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 64 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 65 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 66 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 67 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 68 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 69 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 70 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 71 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 72 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 73 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 74 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 75 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 76 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 77 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 78 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 79 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 80 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 81 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 82 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 83 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 84 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 85 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 86 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 87 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 88 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 89 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 90 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 91 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 92 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 93 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 94 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 95 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 96 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 97 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 98 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 99 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 100 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 101 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 102 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 103 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 104 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 105 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 106 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 107 of 411 RFP: Enterprise Communication System Replacement i REQUEST FOR PROPOSALS Competitive Negotiation pursuant to RCW 39.04.270 Project: Enterprise Communication System Replacement Owner: City of Renton Out for Proposals: June 8, 2011 Advertized Seattle DJC: June 8 & 11, 2011 Proposals Due: July 13, 2011 4:00pm Renton City Hall, City Clerk’s Office 1055 S Grady Way Renton, WA 98057 Notice is hereby given that the City of Renton will receive sealed proposals at the Renton City Clerk’s Office for the project and categories listed below pursuant to RCW 39.04.270 Competitive Negotiation: The City of Renton desires a new enterprise communication system based on IP telephony technology to support and satisfy current and future operational requirements necessary to the daily workings of its organization. The City is requesting proposals for systems that meet the requirements as stated in the requirements sections of this document. Contractors may obtain one set of RFP documents at no charge at: http://rentonwa.gov/RFP. Technical questions will only be accepted via email and must be submitted no later than 12 days prior to the deadline for RFP responses. Changes and updates to the RFP with all questions and answers will be posted on the web page above by July 6, 2011 at 4:00 pm. This is a competitive negotiation process in accordance with RCW 39.04.270. The City of Renton will consider all the evaluation information obtained during the competitive negotiation process, and the City of Renton will consider the following significant evaluation factors in the following order of importance: • The Proponent’s ability to comply with the project specifications. • Demonstrated proof that the Proponent, using its own employees, is registered and certified in the design and installation of the manufacturer’s product with sufficient training to adequately complete the project to the City of Renton specifications. • The Proponent’s capacity to provide 24 x 7 system monitoring and technical support, at a level of support satisfactory to the owner. • The Proponent’s response to the Contractor’s Qualification Statement, specifically including, without 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 108 of 411 RFP: Enterprise Communication System Replacement ii limitation, prior experience on same or similar projects and references obtained from other project owners. • Total proposal cost. Although these are significant evaluation factors, the City of Renton reserves its unqualified right, without limitation, to consider any and all other factors that may significantly impact the project. • The City of Renton’s technical evaluation team will review all submitted proposals based on the above criteria. • The City of Renton’s technical evaluation team will evaluate the proposals, and in the event of no clear selection, may elect to hold interviews of the two or three leading candidates regarding the Proponent’s ability to successfully complete the project. • After receiving and reviewing the information that has been provided to the City of Renton during the proposal and technical evaluation process, the City of Renton will then select the proposal that is most advantageous to the City of Renton with price and other pertinent factors considered. The City of Renton reserves the right to reject any proposal that does not, in the City of Renton’s opinion, meet the City of Renton’s project requirements. Further, the City of Renton reserves its right to reject all proposals. No Proponent may withdraw its proposal for a period of ninety (90) days after the day of the proposal submittal date. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 109 of 411 RFP: Enterprise Communication System Replacement iii TABLE OF CONTENTS 1 GENERAL INFORMATION AND INSTRUCTIONS TO PROPONENTS ................................................................................ 1 1.1 INTRODUCTION ............................................................................................................................................................... 1 1.2 BACKGROUND INFORMATION .............................................................................................................................................. 1 1.3 EXISTING ENVIRONMENT.................................................................................................................................................... 3 1.4 PROJECT SCHEDULE .......................................................................................................................................................... 4 1.5 PROPOSAL INQUIRIES ....................................................................................................................................................... 4 1.6 CITY RELEASE OF NETWORK INFORMATION ............................................................................................................................. 5 1.7 PRE-PROPOSAL CONFERENCE ............................................................................................................................................ 5 1.8 SUBMISSION OF PROPOSALS .............................................................................................................................................. 5 1.9 PROPOSAL CERTIFICATION.................................................................................................................................................. 6 1.10 PROPOSAL RESPONSE FORMAT ........................................................................................................................................... 6 1.11 GENERAL PROPOSAL CONSIDERATIONS ................................................................................................................................ 7 1.12 SUBCONTRACTORS AND THIRD PARTIES ................................................................................................................................. 8 1.13 PROPONENT QUALIFICATIONS AND MINIMUM REQUIREMENTS ................................................................................................ 9 1.14 MANUFACTURER QUALIFICATIONS AND MINIMUM REQUIREMENTS ........................................................................................ 10 1.15 PUBLIC ANNOUNCEMENTS .............................................................................................................................................. 11 1.16 CONTRACT TEMPLATE .................................................................................................................................................... 11 1.17 EVALUATION ................................................................................................................................................................. 11 1.18 EVALUATION CRITERIA.................................................................................................................................................... 12 1.19 MANDATORY CRITERIA ................................................................................................................................................... 12 1.20 ADDITIONAL TERMS ........................................................................................................................................................ 12 1.21 EXECUTION OF CONTRACT ............................................................................................................................................... 13 1.22 COOPERATIVE PURCHASING............................................................................................................................................. 13 1.23 NO ASSIGNMENTS ......................................................................................................................................................... 13 1.24 NON-ENDORSEMENT ..................................................................................................................................................... 13 1.25 ONSITE DEMONSTRATIONS ............................................................................................................................................. 13 2 TECHNICAL REQUIREMENTS ...................................................................................................................................... 15 2.1 GENERAL SYSTEM ARCHITECTURE ...................................................................................................................................... 15 2.2 SITES AND PROJECT PHASING ............................................................................................................................................ 15 2.3 SINGLE SYSTEM OPERATION ............................................................................................................................................. 17 2.4 SYSTEM RELIABILITY, SURVIVABILITY AND SECURITY ................................................................................................................ 17 2.5 FEATURE SETS ............................................................................................................................................................... 19 2.6 STATION EQUIPMENT ...................................................................................................................................................... 21 2.7 STATION REVIEWS AND FINAL QUANTITIES .......................................................................................................................... 23 2.8 DESKTOP INTEGRATION ................................................................................................................................................... 23 2.9 MOBILITY ..................................................................................................................................................................... 23 2.10 MUSIC ON-HOLD........................................................................................................................................................... 24 2.11 SYSTEM ADMINISTRATION AND MANAGEMENT ..................................................................................................................... 24 2.12 VOICE MAIL SYSTEM ....................................................................................................................................................... 25 2.13 CALL CENTER ................................................................................................................................................................ 28 2.14 E9-1-1 FUNCTIONALITY................................................................................................................................................... 29 2.15 NETWORK SERVICES ....................................................................................................................................................... 29 2.16 OPTIONAL CALL ACCOUNTING ........................................................................................................................................... 30 2.17 OPTIONAL UNIFIED MESSAGING PLATFORM ......................................................................................................................... 30 2.18 OPTIONAL FAX SERVER .................................................................................................................................................... 31 2.19 OPTIONAL VIDEO CONFERENCING ...................................................................................................................................... 31 3 MAINTENANCE AND SUPPORT .................................................................................................................................. 32 3.1 DESIGN AND OPERATION ................................................................................................................................................ 32 3.2 CONFIGURATIONS.......................................................................................................................................................... 32 3.3 EQUIPMENT MODELS ..................................................................................................................................................... 32 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 110 of 411 RFP: Enterprise Communication System Replacement iv 3.4 PRODUCT LIFE CYCLE ..................................................................................................................................................... 32 3.5 CURRENT INSTALLATIONS AND DEMONSTRATIONS ............................................................................................................... 32 3.6 WARRANTY COVERAGE .................................................................................................................................................. 32 3.7 EQUIPMENT REPLACEMENT ............................................................................................................................................. 32 3.8 MAINTENANCE ............................................................................................................................................................. 32 3.9 ROUTINE REPAIRS ......................................................................................................................................................... 33 3.10 END OF WARRANTY PERIOD ............................................................................................................................................ 33 3.11 MAJOR SYSTEM FAILURE ................................................................................................................................................ 33 3.12 PREVENTATIVE MAINTENANCE ......................................................................................................................................... 33 3.13 PERFORMANCE MONITORING ........................................................................................................................................... 34 3.14 REMOTE DIAGNOSTICS ................................................................................................................................................... 34 3.15 OPTIONAL ADDITIONAL SUPPORT SERVICES FOLLOWING CUTOVER ......................................................................................... 34 4 IMPLEMENTATION PLAN AND SCHEDULE .................................................................................................................. 35 4.1 IMPLEMENTATION PLAN ................................................................................................................................................. 35 4.2 SYSTEM INSTALLATION ................................................................................................................................................... 35 4.3 EQUIPMENT DELIVERY AND STORAGE ................................................................................................................................ 35 4.4 SITE PREPARATION ........................................................................................................................................................ 36 4.5 SYSTEM CONFIGURATION AND PHONE STATION DESIGN ....................................................................................................... 36 4.6 REGULATIONS ............................................................................................................................................................... 36 4.7 PAYMENT OF MATERIAL AND SERVICES .............................................................................................................................. 36 4.8 PREMISES .................................................................................................................................................................... 36 4.9 ITEMIZATION ................................................................................................................................................................ 36 4.10 CUTOVER PLANS ........................................................................................................................................................... 36 4.11 BURN-IN TESTING.......................................................................................................................................................... 36 4.12 PROJECT COMPLETION ................................................................................................................................................... 37 4.13 DOCUMENTATION ......................................................................................................................................................... 37 4.14 EQUIPMENT DISPOSAL ................................................................................................................................................... 38 5 TRAINING .................................................................................................................................................................. 39 5.1 END USER TRAINING ...................................................................................................................................................... 39 5.2 VOICE MAIL TRAINING ................................................................................................................................................... 39 5.3 ATTENDANT TRAINING ................................................................................................................................................... 39 5.4 CALL CENTER TRAINING .................................................................................................................................................. 39 5.5 SYSTEM ADMINISTRATION TRAINING ................................................................................................................................. 39 5.6 CERTIFIED SYSTEM SPECIALIST TRAINING ............................................................................................................................ 39 5.7 POST-CUTOVER TRAINING .............................................................................................................................................. 39 5.8 TRAINING ON OPTIONAL ITEMS ......................................................................................................................................... 40 6 PRICING ..................................................................................................................................................................... 41 6.1 PRICING FORMAT .......................................................................................................................................................... 41 6.2 APPROXIMATION OF QUANTITIES ..................................................................................................................................... 41 6.3 PRICING TIMEFRAME ..................................................................................................................................................... 41 6.4 EXISTING SYSTEMS REMOVAL/CREDIT ............................................................................................................................... 41 6.5 PAYMENT SCHEDULE ...................................................................................................................................................... 41 6.6 AUTHORIZED SIGNATURE ................................................................................................................................................ 41 6.7 SUMMARY PRICING ....................................................................................................................................................... 41 6.8 SAMPLE DETAILED PRICING – FORMAT (EXPAND AS NEEDED) ................................................................................................ 43 6.9 ATTACHMENT A – CONFIDENTIALITY AGREEMENT ............................................................................................................... 44 6.10 ATTACHMENT B – PROPOSAL COVER LETTER ...................................................................................................................... 45 6.11 ATTACHMENT C – CONTRACT TEMPLATE ........................................................................................................................... 46 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 111 of 411 RFP: Enterprise Communication System Replacement Page 1 of 71 1 GENERAL INFORMATION AND INSTRUCTIONS TO PROPONENTS 1.1 Introduction The City of Renton (the “City”) is requesting proposals for a new enterprise communications system based on IP telephony technology to support and satisfy current and future operational requirements necessary to the daily workings of its organization. The new system is expected to enable City employees and guests to more effectively communicate and leverage available information technology resources. The City’s current enterprise communications system is at the end of its productive life cycle and will be replaced in its entirety, except for select analog and IP communications devices. The new system is expected to have a useful productive life of at least 10 years, and must be designed and configured to support the future growth and expansion requirements of the organization in terms of both size and functional parameters. It is required that the new system must also be able to accommodate future technology enhancements that have the potential to increase operational effectiveness and ease implementation of new features, functions, and applications. It is the purpose of this Request for Proposal (RFP) to solicit responses from qualified vendors to fulfill these expectations and requirements. The City requires the proposed system to be based on an IP telephony architecture design. For purposes of this RFP an IP telephony communications system utilizes an Ethernet-based LAN and an IP-based WAN, WLAN for transmission of control and voice communications signaling necessary to support some or all basic and advanced features and functions integral to the overall system solution. It is acceptable to the City that the proposed system be based on a mix of circuit and packet switching technology to support a diverse range of station user and system endpoint requirements (analog, digital, and IP station equipment and trunk interfaces), in the most effective and cost efficient manner possible. The proposed IP telephony system design may be based on a mix of proprietary and industry standard communications protocols and interfaces, but must be able to support evolving Session Initiation Protocol (SIP) standards as required by the City at some future unspecified date. The City understands that use of proprietary technology may be necessary to optimize system performance capabilities until industry standards are proven to be as reliable and efficient as traditional enterprise voice communications system solutions. 1.2 Background Information The City of Renton is located in King County, Washington and has a population of approximately 92,230 people. The City is managed as a Municipal Government and has approximately 735 permanent full time equivalent employees working at over 26 sites. The following identifies the City’s departments: City of Renton Departments Legislative Court Services Human Resources & Risk Management Executive Community & Economic Development Public Works City Attorney Community Services Finance & Information Technology Police Fire & Emergency Services This RFP and system purchase is a key part of a 2011 project to improve and update telecommunications services at the City. The project budget has been approved by the City Council. The project steering Committee includes the Director of Information Technology, Network Systems Administrator, Systems Specialist, and representatives from various City departments. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 112 of 411 RFP: Enterprise Communication System Replacement Page 2 of 71 1.2.1 Project Goals High level project goals are as follows: • Goal 1: Implement a Telecommunication system with a minimum of 10-15 year life cycle • Goal 2: Select appropriate systems for the agency. Systems should have the following attributes: o Vendor track record of reliability and ease of use given many 24/7 operations and public safety responsibilities o Vendor ability to provide and support standardized phones for a consistent predictable phone experience throughout the City o Vendor solution must be sufficiently flexible to meet unique needs for various city departments and communications requirements o Solution must provide extended address reporting to 911, improved call transfer and voice mail capabilities, and improved display capabilities over systems in place today o Solution should be designed with appropriate levels of redundancy, including in event of potential “disaster” situations, given that the City is key public safety provider to the community o Vendor solution must have successful track record and install base for customers of similar size and complexity to the City operations • Goal 3: Maintain or improve customer service to the public through robust and flexible use of telecommunications technology. o The City places a high value on customer service. Public telephone numbers should be answered on a timely basis in an effective manner. Use of technologies that provide an automated response to an initial call should be designed with sensitivity to the provision of effective customer service. o Include public impact as part of discovery and planning processes. Provide seamless solution for main public telephone numbers. o Evaluate and improve non-DID phone numbering system. o Maintain and/or improve ADA-related communications capabilities. o Utilize open-source systems and industry standard equipment where possible • Goal 4: Invest in enhanced phone-related technologies when cost-benefit review deems it in best interests of the City and if feasible within budget o Examples include ACD, unified communication, etc. • Goal 5: Identify security implications and risks related to new telecommunication systems, and include risk identification as part of the implementation process. o Risks include technological/security risk, operations supportability and reliability o Predictability of ongoing operations expenses. • Goal 6: Complete the project in a timely manner and within budget, reduce ongoing operating expenses where feasible. o Avoid cost overruns o Identify project costs and ongoing maintenance/upgrade costs for future budget planning. o Reduce operating expenses for carrier services o Take advantage of City fiber optic infrastructure when cost-effective to do so. o Use existing City staff resources as data gatherers and system implementers to reduce costs where possible. o Use a “train the trainer” approach and use department representatives during key project phases to reduce costs. • Goal 7: Complete the project with minimal disruption to City services and communications. o Cutover plan to new systems and services should be carefully planned and well communicated. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 113 of 411 RFP: Enterprise Communication System Replacement Page 3 of 71 1.3 Existing Environment 1.3.1 Telephone System The current telephone systems serving the City consist of a series of independent, stand alone systems and one stand alone voice mail system. Local telephone service consists primarily of two (2) ISDN PRI business lines from Qwest. Long distance services are obtained through X5 solutions via Qwest PRI Trunks. Most City telephone systems have been in operation for 10-15 years. Systems are not on hardware maintenance contracts. City Staff maintain basic programming and add/move/change work for most departments. Internal staff provides basic voice mail and training/troubleshooting support. NorTel Option 61 platform is the major install base, with Nortel Option 11, Rel. 25, 23 and NorStar systems at other locations. All Sites use the Call-Pilot voice mail system. Some locations with a small number of staff and/or telephones use a single handset with Qwest Flat business line services. The current phone systems specification is as follows: Nortel Option 61C Succession 3.0 City Hall Serial#: D13436 Nortel Option 11 Release 25 FS12/EOC Serial#: 10243951 Nortel Option 11 Release 23 200 Mill Serial#: 10053589 Nortel Option 11 Release 23 Senior Center Serial#: 10053416 Norstars are all past end-of-life: FS14 48x48 lines FS16 4x12 lines PW Shops 6x48 lines Golf Course 4x12 lines Boat House 4x4 lines System capacity City Hall Total card slots 3 IPE shelves, all slots full (3x15) Open card slots 0 Analog licenses 192 (184 used, 8 available) Digital licenses 384 (360 used, 24 available) VoIP licenses 120 (106 used, 14 available) Number of Handsets Analog 184 used, 8 available Digital 360 used, 24 available VoIP 106 used, 14 available Analog to VoIP 15 Multi-Tech 2 Cisco (Boat House) Line/Capacity Incoming Lines 46 (2 ISDN PRI w/ 23 B & 1D each) Outgoing Lines 2 e911 (CAMA trunks) VoIP Capacity 2 ITG cards (max 192 handsets) and 120 licenses Number of locations (offices) T-1 over fiber 7 connected to PBX VoIP handsets 6 - some locations use both technologies Number of 1FB lines in service 69 These are split between voice & fire alarm Number of PBXs (local & remote): 4 PBX, 5 Norstar key systems, 1 ShoreTel (not integrated) Number of Handsets: Approximately 500 digital and 300 analog sets 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 114 of 411 RFP: Enterprise Communication System Replacement Page 4 of 71 1.3.2 Existing Network The City’s network is configured to support an IP telephony system. The new network electronics consist of HP, Cisco and Foundry switches with some 24 and 48 PoE ports. Most City buildings that will participate in the new telephone system are connected by single mode fiber optic cable to City Hall at 1 Gbps. Additional information regarding the network configuration may be provided to finalists at a later date. For the purposes of the RFP, Proponents shall assume that the City’s network has been designed to support the IP telephony system. If Proponents believe that more detailed information is required to complete their designs, then Proponents may request additional information, and shall state their specific reasons for the request. Proponents shall identify in their responses the ability of their proposed systems to integrate with a Cisco, HP or Brocade Foundry enterprise network using the switches described herein. Proponents shall provide evidence of such integration, and discuss the ease with which the switches and switch ports can be configured and managed with respect to their proposed systems. 1.3.3 Existing Cable Infrastructure All locations that will receive IP telephone sets are equipped with category 5 or better cable from an existing wall or cubicle jack back to the appropriate wiring closet. For the purposes of the RFP, Proponents may assume that the horizontal cabling is installed per industry standard and will meet category 5 or better measurement criteria. If individual instances where the horizontal cabling can be demonstrated to be inadequate are uncovered during the installation process, the City will address these instances with the selected Proponent at that time. 1.3.4 Existing VoIP SIP Compliant Phones The City currently has the following SIP-compliant VoIP phones and would like to re-purpose these phones where possible: NORTEL IP PHONE 1120E = 20+ units NORTEL IP PHONE 1140E = 80+ units 1.4 Project Schedule The anticipated selection schedule is as follows: Activity Date Advertise RFP June 8, 2011 Pre-Proposal Conference June 24, 2011 Last Date for Questions July 1, 2011 Proposal Due Date July 13, 2011 4:00 PM Onsite Interviews/Demos with Finalists August 10, 2011 Best and Final Proposal Due Date August 31, 2011 Estimated Notice of Award September 15, 2011 Implementation Period September – January 2012 1.5 Proposal Inquiries All inquiries related to this Request for Proposal process are to be directed, in writing, to the following: Mehdi Sadri Suite 110 – 1055 Grady Way, Renton, WA 98057 Telephone: 425-430-6886 Email: MSadri@RentonWA.gov (preferred) Information obtained from any other source is not official and should not be relied upon. Inquiries and responses will be recorded and will be available to all Proponents. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 115 of 411 RFP: Enterprise Communication System Replacement Page 5 of 71 1.5.1 Proposal Updates Any changes or updates to this proposal will be posted on the City’s website. Proponents are responsible for checking for any changes. 1.6 City Release of Network information The City of Renton will provide high level network information to potential proponents upon receipt of a Confidentiality Agreement, provided as Attachment “A”. All individuals who will have access to view City network information should sign and submit this agreement. Proponents will be required to sign this document prior to participation in the pre-Proposal Conference. In order to receive network information, please submit signed Confidentiality Agreements to: Ron Hansen Information Technology 1055 Grady Way Renton, WA 98057 Email: RHansen@RentonWA.gov 1.7 Pre-Proposal Conference A pre-proposal conference and walk-through to discuss the content of this RFP and answer any proponent's questions will be held June 24, 2011 by appointment at 1055 Grady Way Renton, ROOM 726 Conferencing Center. You are strongly urged to attend since important relevant information will be discussed. Proponents will be required to sign a Confidentiality Agreement, provided as attachment “A”, in order to participate in the pre-proposal conference To setup an appointment for the Pre-Proposal Conference on June 24, 2011, please submit request to: Wendell Nuguit Information Technology Telephone: 425-430-6889 Email: WNuguit@RentonWA.gov 1.8 Submission of Proposals Submit the following as an entire package together in one large envelope or package marked “RFP Enterprise Communication System Proposal”: Technical Proposal Submit three (3) hard copies and one (1) copy in PDF format on a USB of your Technical Proposal in a sealed package plainly marked “RFP Enterprise Communication System, Technical Proposal,” with the name and address of the proponent on the outside of the package. Pricing Proposal Submit three (3) hard copies and one (1) copy in PDF format on a USB of your Pricing Proposal in a sealed package plainly marked “RFP Enterprise Communication System, Pricing Proposal,” with the name and address of the proponent on the outside of the package. Submit Technical and Pricing Proposals to: City of Renton Information Technology Suite 110 - 1055 South Grady Way Renton, Washington 98057 Proposals must be received at the above address no later than 4:00 PM on July 13, 2011. Proposals received later than the date and time specified will not be considered. Proposals may not be submitted by fax or email. DO NOT ADDRESS YOUR PROPOSAL TO THE NAME OF AN INDIVIDUAL. Clearly mark the outside of your 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 116 of 411 RFP: Enterprise Communication System Replacement Page 6 of 71 envelope as, “RFP Enterprise Communication System Proposal”. 1.9 Proposal Certification The Proponents must certify in writing that all proposal terms, including prices, will remain in effect for a minimum of one year (1) after the Proposal Due Date and that all proposed capabilities can be demonstrated by the Proposer. 1.10 Proposal Response Format Prepare your responses to this RFP using the following format: 1.10.1 Technical Proposal Section 1 - Letter of Transmittal Include a brief statement demonstrating your understanding of the work to be performed under this contract, and identifying the contact person that will be responsible for and have authority to communicate on behalf of the Proponent. Please use the format as provided in Attachment B. Section 2 - Vendor Description & Qualifications Provide a description of the qualifications and experience of your firm. Include responses to the specific required items listed in Section 1 of this RFP regarding Manufacturer Qualifications and Service Provider Qualifications. Section 3 - System Description Provide a complete and detailed technical and functional description of the equipment and services proposed. Include in this section your responses to all required items listed in Sections 2 of the RFP. This section shall include a general description of the system architecture, and a detailed explanation of the system as designed and configured and priced for the City. Diagrams of the systems that illustrate the components to be installed at each facility, and a complete listing of components by facility shall be included in this section. Provide catalog cuts or specification sheets for all system components. Do not include any component pricing in this section. Section 4 - Statement of Work Provide a complete project work plan, detailing all tasks that will be performed under the contract. Include a listing of all tasks, and name the responsible parties for completing the tasks. Provide responses to all items in Section 3 of the RFP. Provide a detailed schedule itemizing each task, and identifying the date by which the tasks must be completed in order to meet the City’s anticipated cutover dates of February 2012. Provide a cutover plan that is consistent with the City’s Plan as defined in Section 4 of the RFP. Identify and quantify any anticipated service disruptions that may occur during the cutover. Identify any City resources that you will require to perform tasks (staff support, office space, space to store tools and equipment, access to buildings, etc.) Section 5 - Warranty and Maintenance Provide complete responses to all the stated requirements for full warranty (minimum one year from date of acceptance), and subsequent service agreements upon expiration of the warranty. Section 6 - Training Provide complete responses to all the stated requirements for training for users, call center agents and supervisors, system administrators and technical support staff. Proponents are urged to pay particular attention to items identified as “Required” or “Mandatory”, and to respond affirmatively that “Required” and “Mandatory” elements of the RFP are, in fact, included in your proposal. Use of the terms “shall” and “must” shall be construed by the Proponent as a “Required” or “Mandatory” item. Failure to respond affirmatively to “Required” or “Mandatory” items may be grounds for elimination of your proposal from further consideration. Section 7 - Pricing 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 117 of 411 RFP: Enterprise Communication System Replacement Page 7 of 71 Complete the Pricing Sheet as described in Section 6 of this RFP. The Pricing Sheet must be signed by an authorized representative of the Proponent’s firm. Complete one detailed spreadsheet identifying all materials, components and labor costs. Provide unit pricing and summary system pricing, including all discounts applicable to the City. Include trade-in or buy back values for existing City systems. 1.11 General Proposal Considerations 1.11.1 RFP Communications with the City of Renton During the RFP process, the designated contact person will be responsible for official coordination and communication with Proponent concerning questions, project status, and walk-through and award announcements. Proponents have been provided this information with delivery of the RFP documents. No provision in this RFP will be considered modified unless a written addendum is officially issued specifying such changes. Please communicate with the designated contact person through e-mail only. Questions regarding the RFP must be received no later than twelve (12) days prior to the RFP response due date. The City will compile one list of questions post responses on the http://www.rentonwa.gov/RFP page. 1.11.2 Proposal Clarity RFP responses shall be as clear and concise as possible, while providing the level of detail necessary for an informed evaluation. The City will place a higher value on proposals that expressly respond to its detailed requirements. Proponents are requested to refrain from adding unnecessary materials to their responses including marketing brochures and the like, unless specifically pertinent to the proposed solution. Proponents not conforming to this proposal format may be considered non-responsive to the RFP. In an effort to reduce waste we request that all proposals be double-sided pages. Submittals shall be on recycled regular white paper. Color copying and binding should be limited, no plastic or unnecessary materials are to be added to the proposal. 1.11.3 Proposal Costs Proponents are solely responsible for their own expenses in preparing a proposal and for subsequent negotiations with the City, if any. If the City elects to reject all proposals, the City will not be liable to any Proponent for any claims, whether for costs or damages incurred by the Proponent in preparing the proposal, loss of anticipated profit in connection with any final Contract, or any other matter whatsoever. The City is likely to require one or more meetings at the City, with proponents that have been selected as finalists for this project. If selected as a finalist, all relevant persons from such finalist candidate firms may be required to undergo a criminal background check (mentioned below at Section 1.12.2) due to the sensitive nature of City infrastructure to which any ultimate respondent/contractor will be exposed. Proponents are solely responsible for their own expenses attributable to any activity or materials related to such meetings. 1.11.4 Completeness of Proposal By submission of a proposal the Proponent warrants that if this Request for Proposal is to design, create, or provide a system, or manage a program, all components required to run the system or manage the program have been identified in the proposal, or will be provided by the Contractor at no charge. 1.11.5 Reservation of Rights The City reserves the right to: • Reject any and all proposals received in response to this RFP. • Waive or modify minor irregularities in proposals received. • Utilize any and all ideas and suggestions submitted in the proposals received. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 118 of 411 RFP: Enterprise Communication System Replacement Page 8 of 71 • Adopt all or any part of a Proponent’s proposal in selecting the optimum configuration. • Change the quantities of equipment or features to be furnished in order to reflect any system requirements which may become known after issuing the RFP. The unit prices furnished with the proposal will be used to modify the Proponent's quoted price. • Negotiate with multiple Proponents to serve the best interests of the City. • Should the City be unsuccessful in negotiating a contract with the selected Proponent within an acceptable time frame, the City may conduct negotiations with another Proponent. 1.11.6 Proprietary Material Any information contained in the proposal that is proprietary must be clearly designated. Marking the entire proposal as proprietary will neither be accepted nor honored. If a request is made to view a Proponent’s proposal, City of Renton will comply according to the Public Records Act, Chapter 42.56 Revised Code of Washington (RCW). If any information is marked as proprietary in the proposal, such information will not be available until affected. Proponent has been given an opportunity to seek a court injunction against the requested disclosure. 1.11.7 Confidentiality of Submitted Items The City intends to keep each proposal confidential until the selection process is complete. By submitting itself to the City’s proposal process, each Proponent agrees that it will not seek to obtain, review, or compare any other proposal until final selection is complete. Accordingly, if the City receives any such requests from any Proponent, the City will refuse that request, and will not disclose any part of any other proposal. If a Proponent nevertheless persists in its efforts to obtain, review, or compare any other proposal, the City may, at its sole option, eliminate that Proponent from further consideration. 1.11.8 Withdrawal of Proposals Once its proposal is submitted and received by the City for consideration and comparison with the other proposals similarly submitted, the Proponent agrees that it may not and will not withdraw it within ninety (90) consecutive calendar days after the actual date of the opening of proposals unless extended by addendum. 1.11.9 Proponent Examination of Work Sites Proponents will be given the opportunity to visit representative sites following the pre-proposal meeting. Finalists will be given the opportunity, if requested, to visit all sites to confirm space requirements. 1.12 Subcontractors and Third Parties It is the City’s intention to award a single contract for the work to be performed. Proponents intending to use subcontractors or third parties to provide any components/subsystems or to perform any portion of the work must include a description of which portion(s) of the Contract will be performed by subcontractors or third parties, the names and addresses of the subcontractors/third parties, and the expected amount of money each will receive under the Contract. Proponents may not use the services of other subcontractors/third parties not named in the Proponent's proposal without prior written permission from the City. If at any time during the term of the resulting Contract, a Proponent adds or changes any subcontractor/third party provider, it shall promptly notify the City, in writing, of the names and addresses and the expected amount of money each new or replaced subcontractor/third party will receive. The Proponent will be completely responsible for the actions of its subcontractors/third party providers, the components/subsystems that they provide, and the performance of their work as if the subcontractors/third parties were employed directly by the Proponent. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 119 of 411 RFP: Enterprise Communication System Replacement Page 9 of 71 1.13 Proponent Qualifications and Minimum Requirements 1.13.1 Historical and Background Information Proponents shall provide historical and background information concerning their firms, including all of the following information: • Name, mailing address, email address, telephone and facsimile numbers of firm • Federal tax identification number • Amount of time in business • Number of employees locally and nationally • Number of systems of the model, size and complexity proposed for the City installed by Proponent locally and nationally • Location of Proponent’s nearest maintenance facility, parts depot and customer service center • Number of technicians at closest facility trained and certified to maintain/install the proposed system. • List all certifications for the proposed solution held by the Proponent • Copy of Proponent’s most recent audited financial statement, annual report, bank references, and/or other documentation used by your firm to indicate financial stability 1.13.2 Confidentiality Agreements and Background Checks Required All individual members of Proponents’ teams that will have access to documentation regarding the City’s information technology environment and that will enter City facilities shall sign Confidentiality Agreements prior to accessing the documentation or the facilities. All individual members of Proponents’ teams that will have access to documentation regarding the City’s information technology environment and that will enter City facilities shall agree to undergo background checks performed by the City of Renton Police Department prior to accessing the documentation or the facilities. Background checks require a copy of a driver’s license. Confidentiality agreement submittals and background check materials for all key proponent team members should be gathered and provided to the City immediately following notification of award. 1.13.3 Proponent References The Proponent must be able to demonstrate experience and capability in installation and maintenance of the proposed system, by providing evidence of successfully completing projects of similar size and scope. The Proponent shall provide a list of customer references, with the following information: • Customer name and location • Contact person(s): name, title and telephone number • Proponent’s project manager for the engagement • System size (stations, trunks, etc.) • Number of sites and type of connectivity • System model number and software generic version in use at present • System installation date (by the Proponent) • Years system being maintained by the Proponent At least five (5) such references shall be provided. The Proponent shall provide evidence that it has completed in the past three (3) years: • At least three (3) VoIP system installations of 500 or more extensions • At least three (3) installations in a multi-facility, networked environment of 10 or more sites The City may make any investigations as it deems necessary to determine the ability of Proponents to perform 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 120 of 411 RFP: Enterprise Communication System Replacement Page 10 of 71 the work, and Proponents shall furnish the City all such information and data for this purpose as the City may request. The City will place greater emphasis on large, multi-facility (10 or more sites), and networked installations. The City will also place greater emphasis on experience with clients with complex business requirements, i.e., not “cookie-cutter” installations. 1.13.4 Project Management and Installation Team A critical component of the City’s evaluation of the Proponent will be the team of individuals that the Proponent proposes. The Proponent shall identify and appoint a competent and experienced Project Manager to act as its resident representative, and to supervise its employees and subcontractors/third party providers during the installation, cutover, and final testing of the system. The resume of the proposed Project Manager, including references, shall be submitted with the proposal. During any subsequent interviews, the proposed Project Manager shall attend; the City will use this opportunity to evaluate the proposed Project Manager, and his/her communications skills and project management/leadership capabilities. The Proponent shall also identify additional key personnel who shall support the designated Project Manager, and be available to the City in the absence of the primary Project Manager. The Proponent shall inform the City of escalation procedures available to the City. Once the key project team members have been assigned and accepted by the City, the City will reserve the right to approve any proposed substitutions. The City will place greater emphasis on project management and installation teams that have demonstrated experience in all aspects of project management – requirements gathering, system design and configuration, training, testing – in large multi-site installations with complex business requirements. 1.14 Manufacturer Qualifications and Minimum Requirements 1.14.1 Confidentiality Agreements and Background Checks Required Individual members of Manufacturers’ teams that will have access to documentation regarding the City’s information technology environment and that will enter City facilities shall sign Confidentiality Agreements prior to accessing the documentation or the facilities. Individual members of Manufacturer’ teams that will have access to documentation regarding the City’s information technology environment and that will enter City facilities shall agree to undergo background checks performed by the City of Renton Police Department prior to accessing the documentation or the facilities. Confidentiality agreement submittals and background check materials for all key proponent team members should be gathered and provided to the City immediately following notification of award. 1.14.2 Place in the Market Based on currently available marketing and sales research, the Proponent shall obtain from the Manufacturer information on the ranking of the proposed solution with respect to the number of systems installed, the number of VoIP stations installed, and other pertinent data that will assist the City in evaluating the success of the proposed solution in the market. The City will place greater emphasis on the level of market penetration in multi-site systems in the range of 600 -1,000 stations. 1.14.3 Manufacturer’s Guarantee Part A - The Proponent shall secure from the manufacturer, if the Proponent is not the manufacturer, a written guarantee executed by the manufacturer stating that the Proponent is qualified and certified by the manufacturer to perform the work described in the RFP pertaining to manufacturer’s products. The manufacturer shall indicate the level of partnership achieved by the Proponent. Part B - The Proponent shall secure from the manufacturer, if the Proponent is not the manufacturer, a written guarantee executed by the manufacturer stating that the manufacturer, in the event that the Proponent is unable to complete an acceptable installation within the terms and conditions of such contract, will perform or cause to be performed all installation obligations of the proponent for the awarded contract at no additional cost to the 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 121 of 411 RFP: Enterprise Communication System Replacement Page 11 of 71 City. Part C - The Proponent shall secure from the manufacturer, if the Proponent is not the manufacturer, a written guarantee executed by the manufacturer stating the manufacturer, in the event that the Proponent is unable to provide continuing maintenance within the terms and conditions of such contract, will perform or cause to be performed all maintenance obligations of the proponent for the awarded contract at a cost to the City no greater than Proponent's then prevailing rates per the proposal. Part D - For a seven-year period from the date the City has accepted the installation pursuant to the terms of the contract the manufacturer's guarantee will also include the following: a. Parts supply. Provide a guarantee of availability of proposed station equipment and key components for a minimum of 7 years. b. Manufacturing field support and maintenance to protect the City from interruption of service due to the inability of the Proponent to meet his service obligations. This support and maintenance will be provided at the costs identified in this proposal. The determination of what constitutes inability of the Proponent to meet service obligations under the contract shall be that of the City in its sole discretion. c. Continued enhancement and upgrade of the proposed system hardware and software Part E - In the event the Proponent proposes to supply principal components of the system from different manufacturers, separate written guarantees from the manufacturers must be supplied as requested above. Proponents should request directions from the City if a question is raised as to whether an item comprises a principal component requiring a separate manufacturer's guarantee. Part F - The Proponent must demonstrate that it has a stable and long-term relationship with the manufacturer. Provide documentation of the nature and length of the professional relationship. The above referenced manufacturer's guarantee shall be submitted with the proposal. The City will consider alternative language that provides similar guarantees to the City and commits the manufacturer to support the City in the event of the inability or failure of the Proponent to meet its obligations. 1.14.4 Manufacturer’s User Group Proponents shall provide the name, address, web site, and telephone and facsimile numbers & electronic mail address of the system user group for its proposed system. 1.15 Public Announcements Public announcements or news releases pertaining to this contract shall not be made without prior permission of the City. 1.16 Contract Template Attached hereto as Attachment “C” is a contract template for equipment purchase and services. All proponents should review it carefully and be prepared, if selected, to enter into an agreement that is substantially similar to Attachment “C”. Material changes to the agreement will not be permitted, however respondents should be aware that some tailoring of the agreement to fit the end transaction may be necessary. This RFP and Proponent response to RFP may be attached as an exhibit to the resulting contract in order to establish the scope of work or for any other relevant reason. 1.17 Evaluation Evaluation of proposals will be by a committee formed by the City. This committee will be composed of information technology staff members, procurement and contracting officials, finance staff members, and end users. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 122 of 411 RFP: Enterprise Communication System Replacement Page 12 of 71 1.18 Evaluation Criteria An award will be made to the Proponent whose proposal is most responsive to the needs of the City as determined solely by the City. High level evaluation criteria to be included in the City’s assessment of proposals will include, in no particular order, the following: • Qualifications and experience of Proponent – see requirements in Section 1 of RFP • Qualifications and experience of Manufacturer - see requirements in Section 1 of RFP • Technical requirements - see requirements in Section 2 of RFP • Maintenance and support - see requirements in Section 3 of RFP • Implementation plan and schedule - see requirements in Section 4 of RFP • Training - see requirements in Section 5 of RFP • Costs 1.19 Mandatory Criteria Proposal Preparation, Submittal, Presentations • Proposal must be received at the closing location by the specified closing date and time. • Proposal must be in English and not sent by facsimile. • Three (3) Paper copies of the technical proposal must be submitted, along with one (1) electronic copy in PDF format on USB drive. • Three (3) Paper copies of the pricing proposal must be submitted, along with one (1) electronic copy in PDF format on USB drive. • Proposal must contain a signed letter of statement(s) substantially similar in content to the sample proposal letter in Attachment “B”. • The City will invite selected proponents to make one or two presentations to selection committees. The proponent will bear the costs for any presentations. Proponents must be prepared to provide complete, live product demonstrations during the presentations. • The City will have sole discretion in selecting the Proponent and has the right to reject all proposals. Reference information • Evidence of references as described in section 1.12.3, including o Five (5) customer references o Evidence of having completed three (3) VOIP system installations of 600 or more extension within the past three (3) years o Evidence of having completed three (3) installations in a multi-facility, networked environment of 10 or more sites 1.20 Additional Terms 1.20.1 Acceptance of Proposals a) This Request for Proposal should not be construed as an agreement to purchase goods or services. The City is not bound to enter into a Contract with the Proponent who submits the lowest priced proposal or with any Proponent. Proposals will be assessed by the evaluation committee. The City will be under no obligation to receive further information, whether written or oral, from any Proponent. b) Neither acceptance of a proposal nor execution of a Contract will constitute approval of any activity or development contemplated in any proposal that requires any approval, permit or license pursuant to any federal, state, or municipal statute, regulation or by-law. c) The City will have sole discretion in selecting the Proponent(s) and has the right to reject all proposals. 1.20.2 Contract Negotiation and Finalization This phase will be used to finalize the contract price, timelines and deliverable sections of Renton’s standard contract and statement of work. If a contract cannot be negotiated with the intended Proponent, the City of 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 123 of 411 RFP: Enterprise Communication System Replacement Page 13 of 71 Renton may terminate negotiations and pursue an agreement with the next highest rated proposal, repeating this procedure until a successful contract can be reached or all proposals rejected. See Section 6.11 for the City of Renton Standard Contract Terms and Conditions. The City will not be responsible for any work done by the Successful Proponent, even work done in good faith, if it occurs prior to the contract start date set by the City. 1.21 Execution of Contract Upon completion of the contract negotiations, the City of Renton will prepare and submit the final contract to the Successful Proponent for signing. In the event that the Successful Proponent fails, neglects or refuses to execute the contract within 10 business days after receiving it, the City may, at its option, terminate and cancel its action in awarding the contract making the contract null and void and of no effect. Incorporated by reference into the contract which is to be entered into by City of Renton and the Successful Proponent pursuant to this Proposal will be (a) all of the information presented in or with this RFP and the Successful Proponent’s response thereto, and (b) all written communications between City of Renton and the Successful Proponent whose Proposal is accepted. A designated official of the Successful Proponent and City of Renton shall execute the contract. 1.22 Cooperative Purchasing The Washington State Inter-local Cooperative Act, RCW 39.34 provides a means for governmental agencies to cooperatively purchase goods and services. Proponents agree that other Washington State agencies may acquire the proposed solution under terms equivalent to this contract. 1.23 No Assignments Assignment by the Successful Proponent to any third party of any contract based on the Proposal or any monies due is not allowed unless approved in advance by the City in writing. 1.24 Non-endorsement In selecting a Proponent to supply products and/or services, City of Renton is neither endorsing nor suggesting that the Successful Proponent’s product is the best or only solution. The Successful Proponent agrees not to refer to City of Renton in any literature, promotional material, brochures, sales presentation, or the like without the express written consent of City of Renton. 1.25 Onsite Demonstrations Selected proponents will be invited to participate in onsite meetings and product demonstrations as part of the evaluation process. Proponents will be given time to set up equipment. The City will provide a PowerPoint projector and access to the Internet, if requested. A detailed outline will be provided shortly following vendor invitation to participation, and will include questions intended to clarify your proposals. A general outline for the demonstrations is as follows: Demonstrations – to core selection team, 5-10 end users, technical staff, some department representatives and potential observers from other agencies – 1/2 hour setup time, 2-3 hours meeting & product demonstration • 30 Minutes, Introductions of key personnel • Vendor and implementation team overview. • Review of system architecture and the proposed system design and configuration • Review of space/rack space requirements at all sites • Review of survivability/redundancy options • Confirmation of ability to deliver required features • 2-hour product demonstration including o Phone sets, displays, applications, and station user features o Speaker phone functionality including overhead paging functions, hands-free use, do not disturb o Call forwarding and mobility features 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 124 of 411 RFP: Enterprise Communication System Replacement Page 14 of 71 o Voice mail and automated attendant operation, setup and configuration o Call center set and supervisor information displays o Call accounting system operation o PC-based console operation for front counter o Mobility capabilities o E9-1-1 system configuration and operation o System management including; move/add/change processes, Performance monitoring and alarms, Voice mail and automated attendant setup and configuration Call center setup and monitoring Call accounting system setup and configuration • Implementation plan review, including task description outline and schedule • Introduction of Implementation Project Manager and other Implementation team members • System maintenance and support proposal • 30 minute question and answer period 1.25.1 Liability for Errors While the City has used considerable efforts to ensure an accurate representation of information in this Request for Proposal, the information contained in this Request for Proposal is supplied solely as a guideline for Proponents. The information is not guaranteed or warranted to be comprehensive or exhaustive. Nothing in this Request for Proposal is intended to relieve Proponents from forming their own opinions and conclusions with respect to the matters addressed in this Request for Proposal. 1.25.2 Modifications of Terms The City reserves the right to modify the terms of this Request for Proposal at any time at its sole discretion. This includes the right to cancel this Request for Proposal at any time prior to entering into a Contract with the successful Proponent(s). 1.25.3 Ownership of Proposals and Public Disclosure All documents, including proposals, submitted to the City become the property of the City. They will be received and are subject to the provisions of the Public Disclosure Law. 1.25.4 City Business License The selected Proponent must register and pay appropriate City of Renton business license. Please contact the City’s Tax Representative, Linda Weldon (425) 430-6851 for information on this requirement. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 125 of 411 RFP: Enterprise Communication System Replacement Page 15 of 71 2 TECHNICAL REQUIREMENTS 2.1 General System Architecture The City envisions installing an IP telephony system to support all City facilities listed below, including but not limited to the following components and subsystems. • IP telephony system server(s), gateway(s) and associated primary system components • A family of IP telephone sets of various capacity and functionality • Interfaces to support analog sets and other analog devices • Interfaces to support connection to the City metropolitan area network, ISDN PRI, e911 CAMA Trunks and analog central office trunks • Voice mail platform to support messaging and automated attendant functionality • Small call center platform for inbound and outbound call centers • E911 system to provide extended location identification for callers dialing 911 (building and floor location at a minimum) • Optional Call accounting system • Optional Unified Messaging System to support the potential later integration of email, voice mail, and fax • Optional Call center capabilities • Optional Conference call bridge up to 20 calls. Proponents shall submit a general description of the proposed system architecture including all primary system components and building blocks. Proponents shall submit a description of the proposed system as designed and configured for the City, including a narrative description and system/network diagram. Proponents shall include a listing of the specific components in each building. All components shall be new, no refurbished components will be considered. Proponents shall also submit the physical requirements for the system components, including required space/rack space units, power requirements, and environmental condition parameters under which the equipment operates, for each site. The City recognizes that the total solution may include products from more than one manufacturer. Proponents shall state clearly which of the system components and subsystems are manufactured by the primary system manufacturer, and which components/subsystems are third party products. The City will place greater emphasis on total solutions that minimize the number of different manufacturers and demonstrate by reference the proven ability to integrate and operate seamlessly. Proponents shall provide evidence of the successful integration of any third party products. 2.2 Sites and Project Phasing The City envisions to implement the proposed system in parallel to existing system and cut over to the new system with minimal interruption but may choose to implement the proposed system in phases if need to. The sites included in the project, and the approximate number of stations at each site is shown in the following table. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 126 of 411 RFP: Enterprise Communication System Replacement Page 16 of 71 Loc # Facility Address Estimated Phone Sta. Estimated Analog Lines Other equipment 1 City Hall 1055 S Grady Way Core servers P2 – Print, Storage 12 2 1st – HR, IT, UB, PD 55 5 2nd – PD 55 2 3rd – Court, PD 46 4 5th – PW, Fin 86 4 6th – PW, CED 82 4 7th – Exec 55 4 8th – Equipment 5 2 Fire Station 11 211 Mill Ave. S. 10 2 3 Fire Station 12 1209 Kirkland Ave. NE 35 3 Redundant Core Servers 4 Fire Station 13 18002 108th SE 13 4 5 Fire Station 14 1900 Lind Ave. SW 36 2 6 Fire Station 16 12923 156th Ave. SE 9 2 7 Fire Station 17 14810 Petrovitsky Rd. 13 2 8 Maplewood Golf Course 4050 Maple Valley Hwy. 5 2 9 Maplewood Maint. Office 4000 Maple Valley Hwy. 3 1 10 Carco Theater 1717 Maple Valley Hwy. 3 11 Renton Comm. Center 1515 Maple Valley Hwy. 16 1 12 HM Aquatic Center 1719 Maple Valley Hwy. 3 1 13 200 Mill 200 Mill Ave. S. 5 1 14 Park Ave. Shop 1100 Bronson Way N. 3 1 15 City Central Parking 655 S. 2nd St. 27 6 16 Cedar River Trail Shop 105 Williams Ave. N. 2 17 Facilities Shop 107 Williams Ave. N. 9 1 18 Senior Center 211 Burnett Ave. N. 6 1 19 PW Shops – Bldg A/B 3555 NE 2nd St. 42 8 20 Bldg. C 3555 NE 2nd St. 6 1 21 Bldg. D 3555 NE 2nd St. 1 22 Cedar River Boat House 1060 Nishiwaki Dr. 3 1 23 Airport 616 Perimeter Rd. W. 3 2 24 Highland NC 800 Edmonds Ave. NE 2 25 N. Highlands NC 3000 NE 16th St. 2 1 26 Coulon Maint. Shop 1201 Lake Washington Blvd. N. 1 27 City Attorneys’ Office 100 S. 2nd 12 4 Reserve Equipment 40 17 Total 700 100 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 127 of 411 RFP: Enterprise Communication System Replacement Page 17 of 71 2.3 Single System Operation The proposed solution shall operate as a single telephone system across all City sites. High level functionality that shall be incorporated into the single system operation includes the following. (Please indicate if any of the following sub-sections is not part of the proposed system) 2.3.1 Coordinated Dialing Scheme The proposed system shall support a 4 digit extension numbering scheme and extension-to-extension dialing across all sites on the system. Proponents shall identify all system elements that consume numbering plan resources, including DID and non-DID extension numbers, feature access codes, voice mail services, call center pilot and agent ID numbers, E9-1-1, etc. Proponents shall identify any limitations that exist with their proposed solution regarding numbering resources, such as numbering plan resources that are pre-determined (all feature codes must begin with a “1,” for example). The City will place greater emphasis on platforms that conserve numbering plan resources. 2.3.2 Feature Transparency All system features shall be able to be deployed transparently across the network. Features such as call transfer, call park, call forwarding, conferencing, as well as the features of subsystems including voice mail, call center and E9-1-1 location identification shall be able to be deployed among all facilities 2.3.3 Number Portability Any extension number in the City’s numbering plan must be able to operate at any building. There shall be no requirement to dedicate certain number blocks to specific buildings or system nodes. 2.3.4 System Management and Administration The telephone system and peripheral systems shall be able to be managed and administered from a single platform that may be accessible from anywhere on the network, or from secure remote locations. The City will place greater emphasis on management platforms that present a single point of entry for the management of the telephone system and its subsystems (voice mail, call center, call accounting, E9-1-1, etc.), and that automatically populate and update system and subsystem databases without the need to access multiple platforms and duplicate effort. Minimum system administration functionality is defined in the System Management and Administration section of this document. 2.3.5 Network-Wide Automatic Route Selection The system shall be designed and configured to route outgoing calls from any extension via the most appropriate available facilities system-wide, to allow any extension so configured to access network facilities terminated at any site, and to allow system administrators to limit access to network resources on a flexible basis. 2.3.6 Centralized Attendant Service Incoming calls to any attendant console shall be able to be directed to any extension anywhere on the network. 2.3.7 Access to Centralized Resources The system envisioned by the City includes several shared, centralized resources including the telephony servers, gateways, voice mail system, basic call center platform, call accounting system and E9-1-1 extended location identification platform. The system shall be designed to allow access to these and any other shared system resources from extensions anywhere on the network. 2.4 System Reliability, Survivability and Security 2.4.1 Hardware - Physical and Geographic Redundancy The system shall remain available for generating incoming, outgoing and internal calls, despite individual 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 128 of 411 RFP: Enterprise Communication System Replacement Page 18 of 71 component failures. In order to guard against failures that will make the system inoperative, the system shall possess sufficient resiliency, redundancy, survivability and physical diversity to minimize the scope of a major component failure. The system configuration shall include, at a minimum, one sets of physically diverse telephony servers, located at the 1055 South Grady Way (City Hall), and one other server located at the Fire Station 12. Each server shall be capable of supporting the entire system in case of the failure of the others, with automatic failover, and mirrored databases. Following a major system failure, the system shall not lose any critical databases or tables. Failure of a backed up component must be automatically reported at a system administrator’s workstation or similar facility. Proponents shall also detail the nature of partial degradations that occur as a result of certain component failures and outline failure modes that may occur. Basic system call handling operation should continue in the presence of minor, less crucial component failures. In addition, since the City envisions a shared voice mail/automated attendant platform, the voice mail platform shall include a sufficient redundancy that insures continued operations in the event of a critical component failure. 2.4.2 Backup Power In the event of a primary power failure, each of the two primary sites is on generator power. In addition, the City has installed UPSs at each site to power gateways and switches in the event of a power failure. At sites with generators, the UPSs have been sized to provide approximately 10 minutes of power. At sites with no generator, UPSs have been sized to provide either approximately 10 minutes of power, or approximately 2 hours of power, depending on the need to maintain service at each location. 2.4.3 Building Survivability The Fire Station 12 building must be survivable. For the purpose of the project, survivability means that no building shall be solely dependent on central equipment in another building to initiate calls in the event that the building becomes isolated due to a network or major component failure. 2.4.4 Security Proponents shall describe in detail their approach to securing the system from viruses, denial of service attacks, and other potential security breaches. Describe any known security concerns or gaps for IP telephony systems in general and your system specifically, and describe how these concerns have been addressed. 2.4.5 Software Proponents shall describe the operating system on which the telephony servers, voice mail servers, call center servers, E9-1-1 system and any other server-based platforms run. The software proposed should be sufficiently mature to provide reliable operation. Proponents shall provide the following data for the proposed operating system: • Total number of operating hours • Total number of lines connected to fielded systems currently supported by the proposed generic version • Total number of line-hours of operating experience 2.4.6 Station Equipment Proponents shall provide evidence that the proposed telephone sets can withstand physical stress of typical use. In particular Proponents shall be able to demonstrate the sets' resistance to damage from dropping, strain on line and handset cords and the reliability of keypads and displays in heavy usage. Proponents shall include one telephone instrument, representative of the family of instruments proposed, with their responses. The set will be returned after the proposal evaluation has been completed. 2.4.7 Transmission The system shall provide toll quality transmission from end-to-end for station-to-station and station-to-trunk calls 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 129 of 411 RFP: Enterprise Communication System Replacement Page 19 of 71 to ensure a high level of sound quality. Describe the metrics used to measure sound quality. The proposed system shall be effectively non-blocking. Fax systems must be able to transmit up to 100 page documents with 99% reliability to end stations in the City and in PSTN. 2.4.8 Efficient Use of Network Resources The system will operate across a City IP network that in some locations will be shared with other data and video services. The City requires a system that makes efficient use of network resources. Proponents shall describe their proposed solution's approach to the efficient use of resources including features such as Release Link Trunking. 2.5 Feature Sets 2.5.1 General System and User Features The proposed solution shall include a full complement of telephony features typically incorporated into today’s enterprise IP telephone systems. Proponents shall provide a complete list and description of all system and user features available with the proposed system. State whether each feature is: • Standard • Per device or per user license • Optional, but included in your pricing • Optional, not included in your pricing The City will evaluate the general system and user feature sets based upon the applicability of the features to the City’s requirements, the ease of use of the features, the ease of management, configuration and reconfiguration of the features, whether features are standard or optional, and costs. Proponents shall describe which features and settings can be controlled, configured and reconfigured by end users, which are controlled by the system administrator, and the level of flexibility that the system administrator has to allow or disallow end user control. Proponents shall describe the tools available to end users to control, configure or reconfigure features and settings. Proponents shall describe what features and settings can be activated, deactivated or reconfigured by the end user from remote locations (i.e., activate call forwarding from home, for example). 2.5.2 Specific Features Requested City departments have indicated the need for the following specific features. Proponents shall confirm the availability of each feature and state whether it is standard, optional or not available. If optional, provide pricing. • Hands free announce and respond via phone speaker - The system shall support the ability to have calls answered by others to be announced to a user via the phone speaker, and to have the user respond hands free (without picking up the handset). State whether this feature can be suppressed by the user to prevent listening in on office conversations. • Paging to phone speakers – The system shall support the ability to page to individual phones or groups of phones, over the phone speakers. Describe any system limitations to this feature, including the number of sets that can be paged in a group, the number of broadcast groups, the location of the telephones, or any other limitations. Can analog sets with speakers be paged individually and as part of page groups? Can all phones in the system be paged at once? If a user has placed his/her phone in a do not disturb condition, does an attempt to page the phone override the do not disturb function? • Access to Public Address systems – The system shall support the ability for stations to access City-owned public address systems. The City operates public address systems at four (4) different locations. State whether the system will support integrated paging to both telephone sets and external paging 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 130 of 411 RFP: Enterprise Communication System Replacement Page 20 of 71 systems simultaneously and, if so, how this is accomplished. • Ability to record phone conversations – The City is interested as an option for voluntary (or as otherwise legally permitted) recording of telephone conversations. Describe system support for this feature, along with any security provisions for limiting access to this feature. • Conference – The system shall support the ability for station users to initiate a multi-party conference of up to six (6) people, including up to five (5) people outside the system. Describe any limitations to this capability. How many simultaneous conferences can occur? How many people can be in conferences simultaneously? Can a conference be initiated from one telephone, and then transferred to another telephone? • Conference bridge – The system shall include, as an option, a conference bridge function allowing the City to host conferences of up to 20 participants. Participants will call a number and enter a pass code to join the conference. Describe how this resource is managed. Is the bridge always available, or must it be scheduled. Does the conference bridge use the same conference resources as the station-initiated conferencing, and, if so, what is the impact? • Outbound caller ID – The system shall include the capability to allow the City to control what information is passed for outbound caller identification. Describe the capabilities that exist and the ability for the City to manage outbound caller ID information. It is an absolute requirement that certain stations will be “silent” and send no caller ID information at all. • Inbound caller ID – The system shall have the ability to display inbound caller ID based on the information passed by the carrier. In addition, the City prefers a solution that displays caller ID on inbound calls when the called party is on the phone, allowing the called party the opportunity to decide whether to take the call. • Multiple voice mail indicators – Several telephone sets require multiple indicators for voice mail messages. There are several locations where one telephone set requires two indicators – one for a general department mailbox, and one for an individual mailbox. There is one instance where there are 8-10 employees that share a common telephone, each person having a mailbox. State how users can be alerted to messages in this instance. How many voice mail indicators can there be on one set? • Ring tones – The system shall support a variety of ring tones. Describe the options available. Does the system support different ring tones for internal and external calls? Does the system support different ring tones for different lines ringing on the same set? Do all telephone sets come equipped with volume control? How are ring tones managed – by the end user or by the system administrator? • Ring loud bells – The system shall support the ability to ring loud bells and other alerts when certain telephone numbers are dialed, in addition to ringing the telephone set to which the call is dialed. • Night answer features – Several departments activate night answering features in which incoming calls are answered by an automated attendant or go directly to a voice mailbox. State whether this feature can be activated by a single button. State whether this feature can be activated and deactivated on a scheduled basis, with no manual intervention required. State whether this feature can be activated remotely, and if so, how. • Interactive Voice Response - The City is using IVR systems for the purposes of building permit inspection management. Incoming callers to the new telephone system must be able to access the IVR system by dialing directly in, or by being transferred through an automated attendant selection. Additional IVR applications may be added. • Secondary Ring Locations – State whether the system supports the ability for secondary ring locations. Incoming calls to an extension or DID number may ring at one or more locations initially, and then ring at one or more secondary locations. State any limitations that exist to the number of locations that can 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 131 of 411 RFP: Enterprise Communication System Replacement Page 21 of 71 ring initially, the number of locations that be secondary ring locations, and the total number of locations at which any one line can ring. • Polling – The City’s cable television station wishes to investigate the feasibility of conducting polling using the telephone system. A typical application will allow the public to dial in and register its approval or disapproval of certain television programming. The application would require the ability to log and tally the calls and provide a level of reporting functionality. Describe your system’s ability to support such a capability, and identify whether any additional costs would be incurred. This feature is optional. If polling features are not a core component of the solution, it is not necessary to provide additional information. The City will place greater emphasis on systems and project teams that best support the features described above, and that, in the City’s estimation, provide the greatest level of flexibility in configuring the system to support the unique needs of individual departments and users. The availability of features, the ease with which features can be configured and reconfigured, the apparent ability of the proposed project team to design and implement solutions based on the unique needs of individual departments and users, and costs will be evaluated. 2.6 Station Equipment The City will implement a system consisting primarily of IP telephones, with limited use of analog telephones. Power to IP telephones will mostly be delivered by Power over Ethernet switches provided by the City using the 802.3af or newer standard. Estimated station counts to be used for system pricing are provided in the table below. The system will be required to support, at a minimum, the following telephone types: • IP telephone sets equipped with multiple, fixed and programmable line appearance keys, feature keys, displays of adequate size and resolution to allow users to take advantage of set-based applications, and speakerphones. The system shall include a family of small, medium and large sets, and optional add-on modules providing the capability of additional line appearances and/or features. For the purpose of proposal development, the City has identified three (3) full-featured, one (1) basic and one (1) ADA Compliant IP telephones to be included in the proposals: o Basic – VOIP SIP compliant station o Small – 1 to 4 line appearances, display, and speakerphone o Medium – 6 to 8 line appearances, display, and speakerphone o Large – up to 16 line appearances, display, and speakerphone o ADA compliant - and hearing aid adaptable. Proponents shall submit the following information to describe the proposed IP telephone sets. o Display – Describe the display, including size (length and width), resolution (pixels), and the number of lines and characters that can be displayed. o Applications – Describe the applications that can be accessed via the IP set. Describe the applications that are included in your proposal pricing and any additional applications that are currently deliverable. Describe any application development tool that would allow the development of additional applications, and the standards that are supported (HTML, XML, etc.). The City will place greater emphasis on products that include the access to an array of applications on the telephone set, a tool kit to allow the City to develop customized applications, and displays of adequate size and resolution to fully support those applications. o Headset Support – Describe the ability of the proposed sets to support wired and wireless headsets. Describe whether the sets have headset jacks. Describe whether the sets support Bluetooth wireless headsets, and whether an outboard appliance is required. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 132 of 411 RFP: Enterprise Communication System Replacement Page 22 of 71 o Power Consumption – Identify the power required to serve each IP telephone set in WATTS. Identify the power requirements in an on hook condition, off hook condition, and during call setup. Identify how many of the proposed IP sets can be served by a Cisco, Brocade Foundry or HP 48 or 24 ports PoE switch. • Wireless IP telephones capable of operating at any City facility equipped with wireless infrastructure, using the 802.11a, b and g standards, and/or 802.11n. Any such phones must work with the City’s existing wireless infrastructure. • Softphones – software supporting telephone service integrated into a PC, with no physical telephone set. Proponents shall submit details of the Softphone capabilities • PC-based attendant consoles – to be used initially at the City Hall attendant console. Proponents shall provide a complete description of the console application, including screen images. Required features include an in/out board and DSS/BLF display. • Call center/ACD sets – The City envisions having the ability to set up call center functionality on an as- needed basis, for example when the Emergency Operations Center is activated. In this example, existing office staff and telephones may be “commandeered” to take calls during an emergency. Therefore, the system shall allow traditional IP sets to be quickly reconfigured as call center sets with the features typically assigned to call center agents and supervisors. The City will place greater emphasis on solutions that do not require dedicated call center instruments that are different than normal office IP sets. • Analog single line telephone sets (both desktop and wall-mounted) with speakers to support paging to the set (proponents shall state clearly whether this capability is supported) and a message waiting lamp. Proponents shall state whether its analog sets can also be supplied with buttons to access commonly used features such as hold and transfer, and whether they can be equipped with a caller ID display. The system shall also support the connection of analog devices such as fax machines, credit card authorization devices, modems and several existing analog Polycom conference telephones. Proponents must provide a description and photographs of the entire family of telephone instruments that may be used on their proposed system, identifying instrument size, fixed and assignable button appearances and features, and color selections. The number of working devices required at each location is approximately as follows: Contractors shall include these quantities of devices in their proposals. Proponents shall use the following table to determine the quantities of station equipment to include in its proposal. Estimated number of phone sets and accessories Proponents shall specify if the Nortel VoIP sets specified in Section 1.3.4 are supported by proposed system. Basic sets Small Medium Large Expansion Module Wireless Analog Analog Ports Wireless Headsets PC Consoles Soft Phones 50 400 200 30 2 25 15 100 50 5 5 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 133 of 411 RFP: Enterprise Communication System Replacement Page 23 of 71 2.7 Station Reviews and Final Quantities The City requires that the successful Proponent conduct detailed station review as part of its project plan, after a contract is executed. Station review shall include a survey of each department to establish the requirements for each user, department and at each facility, and properly apply the capabilities of the system to each station. The City will provide direction to the selected Proponent regarding City guidelines and standards for the use of system features. The exact quantity and type of telephone instruments to be installed at each site will be determined as a result of detailed station reviews to be conducted by the successful Proponent, with assistance from the City project coordinator, after the execution of a contract. Proponents shall provide the add/delete price for each model that will be used for any set type substitutions that may occur as a result of these station reviews. 2.8 Desktop Integration Proponents shall submit descriptions of the desktop integration features available in their systems. Include in this discussion the following, at a minimum: • Ability for users to manage telephone feature configuration • Ability for users to manage voice mailboxes • Ability to integrate with Microsoft Active Directory and Exchange • Communications portals • Presence and status features • Ability to dial from a directory (click-to-dial) • Ability to access voice mail messages 2.9 Mobility The City has a requirement for its workforce to be mobile, and requires a telephone system to support this mobility for home workers (telecommuters) and mobile workers, and in order to provide employee/citizen access to communications services and systems in the event of a disaster. 2.9.1 Telecommuters For staff that will work from home, regardless of frequency, the system shall have the ability for staff to make and receive calls as if the worker was in the office. The City envisions functionality allowing workers to “log in” from a remote site, using either a Softphone client or IP telephone set. This functionality shall provide all the capabilities that the worker would enjoy if he/she was at his/her office. When activated, incoming calls to the worker’s extension shall ring at the remote site, and provide all the information (caller ID, for example) and feature access (call transfer, conference, for example) that the worker has when working from the office. Also when activated, outgoing calls shall access City network facilities (PRIs) and shall be captured and reported on by the call accounting system. The worker shall be part of the City 4 digit dial plan when this feature is activated. Proponents shall submit a detailed description of the mobility functionality included in their proposals to support telecommuters, and also provide a description of other telecommuter capabilities available with the proposed solution. Proponents shall submit details regarding the client software Proponents shall also submit the pricing elements for this functionality. For example, does each telecommuter require an additional license? 2.9.2 Mobile Workers For staff that will work in the field, the system shall have the ability to extend office calls to a cellular telephone. This capability is not to be confused with simple call forwarding to a cell phone. The required capability is that office extensions can be extended to a cell phone. Features shall include: • Ability to toggle a live call from office phone to cell phone • Ability to toggle a live call from cell phone to office phone 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 134 of 411 RFP: Enterprise Communication System Replacement Page 24 of 71 • Ability to receive incoming DID calls with caller ID • Ability to access system network services (PRIs) to initiate outgoing calls • Ability to make and receive internal calls using the 4 digit dial plan • Ability to activate the feature remotely • Ability to access all office phone features from the cell phone while activated • 911 calls dialed from the cell phone while activated will show cell phone location to PSAP. Proponents shall describe this functionality in detail, including any necessary hardware or software, the process by which the feature can be activated locally and remotely, and costs. If there are individual license fees, identify those costs. 2.9.3 Other Mobility Features Proponents shall describe any other mobility features that are available with the system. For any such features, identify the application, any necessary hardware and software, and associated cost structure. 2.10 Music On-Hold Proponents shall describe the capability for Music On-Hold functionality and configuration. 2.11 System Administration and Management System administration and management services shall be provided to enable the City to manage the system. The proposed system shall include the hardware, all required software, programming, and the necessary link to the telephone system. The system shall be able to be accessed via the City network and remotely via VPN or web portal, with appropriate security. As a minimum, the system must support the following: 2.11.1 Moves, Adds and Changes including: The system shall provide a means for the City to perform moves, adds, and changes in real time, or on a scheduled basis. 2.11.2 Class of Service Definition and Maintenance The system shall provide a means for the City to assign classes of service which define the set of privileges and features available for each station. The system shall also provide a means for the City to create new classes of service as the need arises. Proponents shall identify the number of classes of service that the system will support. 2.11.3 Control of Network Services The system shall allow the City to exercise access to and control over network services attached to the system. 2.11.4 System Performance Monitoring and Reporting The proposed system shall be equipped with all necessary hardware and software to monitor system performance, generate alarms, conduct diagnostic tests, and create reports providing summary and detailed history of the system performance. Proponents shall describe all conditions and parameters that are monitored and reported on. Selected conditions and parameters that shall be included are: • Voice quality on the IP network • Security (reporting on a security breaches, attempted security breaches) • Resource utilization • Alarms and actions taken • Trunk utilization (utilization of all trunks and PRI channels) The City will place greater emphasis on administration and management systems that allow all (or most) systems and subsystems (telephone system, voice mail, call center, E9-1-1, and optional call accounting) to be managed 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 135 of 411 RFP: Enterprise Communication System Replacement Page 25 of 71 from a single platform or portal. The City will place lesser emphasis on solutions that require system administrators to log in and out of multiple applications in order to manage the system. Nothing in Section 2.11.1 through 2.11.4 is intended to absolve the selected Proponent of any of its responsibilities to develop and load all initial databases (telephone system, voice mail, call center, E9-1-1, phone management system, optional call accounting), perform MAC work, monitor system performance, respond to alarms, and otherwise conduct preventive and responsive maintenance in compliance with the terms of the warranty or any future maintenance agreements. 2.12 Voice Mail System 2.12.1 General Proponents shall propose a voice mail system designed to support the City telephone system. The City envisions a shared voice mail system located at the Data Center facility. As an option, the City will evaluate the feasibility of a physically and geographically redundant system, with a second system located at the Fire Station # 12. The system shall be equipped to support up to 1,000 mailboxes, 24 concurrent accesses to voicemail and adequate storage to allow users to store voice mail messages up to a capacity of 15 messages of 2 minutes per user and the capability of automatically deleting them after 30 days. Fifteen (15) concurrent access channels are required at the time of system installation. Provide all underlying assumptions used to calculate the amount of storage based upon industry standards and Proponents’ experience in similar installations. State if the system is field upgradeable with more mailboxes and storage. 2.12.2 Voice Mail Integration Features The proposed telephone system must be capable of full and transparent integration with the proposed voice mail system (VMS) system. Minimum integration features must include: • Lighting message waiting lamp on phone set • Providing stutter dial tone on stations not equipped with message waiting lamp • Forwarding of calls to personal greeting • Transfer of calls from a coverage point directly to the mailbox of the originally intended destination • Out calling from voice mail system 2.12.3 Voice Mail System Capacity Identify the following quantities: • Total number of mailboxes allowed in system • Total number of mailboxes configured as proposed • Maximum number of messages or minutes allowed per mailbox and in system • Maximum message duration • Number of personal greetings • Maximum personal greeting duration 2.12.4 Send Messages These required features apply to sending/recording a message: • Cancel message without address re-entry • Message re-record • Message review • Pause during message creation • Silence compression • Invalid Address notification • Subscriber Name Verification • Message delivery confirmation 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 136 of 411 RFP: Enterprise Communication System Replacement Page 26 of 71 • Notification of message non-delivery • Mark as Private/Confidential Message • Urgent message designation 2.12.5 Group Distribution Lists These required features apply to the creation and use of distribution lists: • Identify maximum number of distribution lists per user/system-wide • Identify maximum number of names per distribution list. The City will place greater emphasis on solutions that allow a broadcast to all mailboxes in the system. • User review of distribution list by name • List nesting and/or concatenation • Duplicate Addressee Removal Proponents shall describe the process by which a system distribution list is created. Proponents shall describe the process by which a user creates an individual distribution list. 2.12.6 Receive Messages These required features apply to receiving a message: • System states total number of messages in mailbox • Message scan by sender name • Skip to next message Playback/Record Controls (Pause, Repeat, Skip, Replay) • Message Disposition Controls (Save, Delete, Forward, etc.) • Time/Date Stamp • Message Reply/Transfer; i.e., ability to call back individual leaving message • Reply to message (without reentry of sender's number/name) • Forward message with oral comments (front-end or back-end) • Adjustable volume control (on playback) 2.12.7 Call Answering These required features apply to the VMS call answering capabilities: • Personal Greetings of variable duration • Ability to pre-record multiple personal greetings and change or re-record personal greetings from any telephone (or via web portal) • Identify maximum greeting duration • Ability for caller to transfer out of voice mail once in a user’s mailbox • Ability for caller to mark message urgent • Ability for caller to elect to dial out to mailbox owner if this option is offered in the greeting • Support for callers from rotary telephones • Automatic message entry; i.e., no need to press “1” (for example) to leave a message 2.12.8 Voice Mail Security The VMS shall have security measures available. Contractors shall confirm the following capabilities: • The system shall provide for a personal ID in addition to a password. • The subscriber shall be able to select and change personal passwords at any time from anywhere. • The system design shall be able to prevent the System Administrator or anyone else from learning personal passwords, and from listening to voice mail messages of users. • The system shall disconnect a call after three incorrect attempts to enter an ID/password, or • The system shall be configured to transfer to a pre-defined extension after three incorrect attempts to 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 137 of 411 RFP: Enterprise Communication System Replacement Page 27 of 71 enter an ID/password. 2.12.9 Remote Voice Mail Access The VMS shall support access to all of the system features by a VMS user (i.e., user with an assigned mailbox) dialing into the system remotely using a standard DTMF telephone set. The feature invocation keys/key sequences shall be the same for both local and remote users. The VMS shall also support access to the VMS via a desktop integration tool or web portal. Describe this functionality and provide pricing, if an optional feature. 2.12.10 Automated Attendant The VMS shall include a robust Automated Attendant capability. Most City departments will use automated attendant in at least one of three ways: • As a secondary means of departmental phone answering, when administrative staff are not available, i.e., the automated attendant will answer after 3-5 rings • As a primary means of departmental phone answering, i.e., the automated attendant will answer immediately • As a means of nights, weekends and holidays answering, i.e., the automated attendant will answer immediately when the night answer feature is activated The City will provide guidance to the selected Proponent regarding policies for departmental use of automated attendant features. The City is particularly concerned about insuring that citizens are served properly, including having telephone calls answered efficiently. State whether individual departments are able to change the “zero out” destination, and how this is accomplished. State whether alerts can be generated when “zero out” calls are not answered; i.e., when “zero out” calls go to a voice mailbox instead of a human. The system shall support the pre-recording of multiple automated attendant greetings that may be invoked on a scheduled basis or on a manual basis by secure access from any touchtone telephone or via a web portal. For example, departments using automated attendant shall have the ability to have a business day greeting and a nights/weekends greeting that are activated on a scheduled basis. Alternately, departments shall have the ability to answer the phone “live” during business hours, and activate the automated attendant nights, weekends and holidays. The system shall have the ability for users to record/re-record and activate automated attendant greetings by secure access from any touchtone telephone or via a web portal. For example, if the City decides to close its offices due to a major storm, departments shall have the ability to insert an automated attendant greeting from any touchtone telephone or via a web portal remotely. 2.12.11 Performance Requirements Performance Objectives (listed below) must be satisfied under peak loading conditions: • Announcement Playback Response Time (i.e. the time from the user depressing a key until the time that they hear VMS playback an announcement) should be less than 1 second (under all load conditions • Personal Greeting Playback Time following ring trip for incoming caller should be less than 1 second (under all load conditions) • The time to deposit a recorded message in recipients' mailboxes should not exceed 15 seconds under peak loading conditions. • The time to light the message waiting lamp on the recipients’ telephone set shall not exceed 15 seconds after depositing the message. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 138 of 411 RFP: Enterprise Communication System Replacement Page 28 of 71 2.12.12 Disk Storage Proponents shall specify the number and size of disk drives and hours of storage proposed and the maximum number of disk drives available and the maximum hours of storage available. Proponents shall state whether the system permits the City to expand the system capacity by procuring disk storage independently. Proponents shall demonstrate the system redundancy including whether the system utilizes redundant or mirrored disks. Proponents shall specify the increment of expansion of storage hours up to the maximum configuration of each system proposed. Proponents shall indicate the quantity of disk storage used for software and database information. For messages directed to more than one recipient on the VMS only one physical copy of the message shall actually exist within the storage subsystem. 2.12.13 Voice Mail System Management and Administration Proponents shall describe the system management and administration capabilities of the proposed VMS system. This description should include methods of adding, changing and deleting subscribers, system data base program, and message backup/storage, etc. An audit trail shall be left on a system log for all administrative functions only. Proponents shall provide a complete listing of alarms, alerts and status reports that the VMS generates, and the means by which the City can be alerted of alarms and component/system outages. Proponents shall provide samples of all performance and usage statistics reports that are included in the proposed solution. 2.12.14 Speech Recognition Proponents shall identify whether their VMS solutions include a speech recognition capability. This feature would allow a caller to make automated attendant selections by speaking a choice instead of entering DTMF commands. Proponents shall identify any additional costs associated with option. 2.13 Call Center Certain City departments have a requirement to operate small, primarily inbound call centers. These include Utility Billing Operations, and the Emergency Operations Center (EOC). The proposed system shall include a Call Center application to support up to 10-15 concurrent users (agents). Each Call Centers will require a supervisor to monitor the performance of the call center and agents from a desktop. It is possible that at least two (2) additional departments may use call center services, based on the results of station reviews. In addition, the system shall be equipped with one (1) centrally located management/administration workstation where City IT staff can monitor the overall performance of the Call Center application. Call Center features shall include the following: • Ability to route calls among agents based on a variety of parameters including agent availability, agent skill sets, incoming caller ID, incoming caller selection from a menu, and incoming caller data entry (account number, ticket number, etc.) • Ability to record and play City-developed messages to callers in queue. Ability to easily add/delete/modify recorded messages from any telephone or PC, internal or external, with secure access • Ability for caller to opt to leave a voice mail message instead of remaining in queue • Ability to locate agents anywhere (any City building or any location equipped with high speed access) • Ability to record calls for training and quality assurance purposes, and the ability to access recorded calls from a telephone or workstation • Ability for supervisors to listen in on calls (listen only) for training and quality assurance purposes, and for 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 139 of 411 RFP: Enterprise Communication System Replacement Page 29 of 71 supervisors to enter into a call (two-way) while listening in • Ability for an agent to transfer a call to a supervisor or more skilled agent • Ability for an agent to request supervisor assistance or generate an alarm to a supervisor in the event of a critical call • Ability to use traditional office IP telephone sets as call center telephone sets. • Display capability on agent and supervisor telephones and workstations indicating number of calls in queue and other pertinent call center status information • Ability to assign priority levels to incoming calls or queues • Ability for supervisor to send broadcast messages to agent displays • Display of call center status on supervisor workstations. Key events, such as reaching a specified number of calls in queue, extended wait times, or other parameters/thresholds set at the discretion of the City, shall trigger visual and audible “alarms” that alert the supervisor to the condition. Once alerted, a supervisor shall have the ability to prioritize certain calls, or take other action in response to the alarm. • Robust reporting capability. Provide samples of standard reports and describe the ability of the proposed system to develop customized reports. • Ability to monitor performance on a real-time basis; i.e., how is the Call Center performing as measured against set objectives (% of calls answered within X seconds, for example) • Ability to electronically archive and access historical Call Center statistics and reports. Describe whether the proposed call center platform can support contacts initiated by email or instant messaging. Describe whether the call center solution supports a chat capability between agents or between agent and a supervisor. 2.14 E9-1-1 Functionality The City requires that detailed location identification be provided to the Public Safety Answering Point (PSAP) when City employees dial 911 from a City telephone set. The minimum requirement is that the PSAP receive accurate building and floor information, with the capability to extend this to suite or room number. Due to the nature of IP telephony systems, and particularly the ability to relocate IP sets and log in as a different user on sets, the City prefers a solution that: • Uses the switch port as the identifier by assigning a DID number (frequently referred to as an ELIN) to a switch, groups of switch ports, or individual switch ports , and • Requires no or very little manual intervention to maintain/update location records as telephones are added or relocated Proponents shall propose an E9-1-1 system that meets these requirements, and provide a full description of the system and its features. In particular, describe the services required and the effort required by the City to perform any tasks to manually maintain/update location records. Describe in detail the services required and the method by which information regarding City telephone locations is communicated to the public ALI database. 2.15 Network Services The City is currently served by two Qwest ISDN PRI circuits with 44 active lines. The proposed system shall be configured with the capacity to support connections to the Public Switched Telephone Network. Proponents shall include the following capacity in their proposals. The City will be responsible for placing the orders for the installation of the PSTN services. Once the orders have 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 140 of 411 RFP: Enterprise Communication System Replacement Page 30 of 71 been placed and installation due dates confirmed, the selected Proponent shall coordinate the efforts of the carrier(s) providing the PSTN services, and proactively work with the carriers to implement and test the integration of the carrier’s services in the telephone system. 2.16 Optional Call Accounting Proponents shall propose basic and complete call accounting system as an optional capability. The input to the system shall be in the form of individual complete call records from an SMDR or equivalent output from the telephone system. The call records shall contain the following information, at a minimum: • Date and time of call • Originating extension number • Access Code • Authorization/Account Code • Network facility used • Destination number (internal extension or outside number) • Duration of call • Cost of call • Incoming caller ID The call accounting system will allow the City to charge back departments for calls as well as the use of telephone equipment and elements of the common telephone switching apparatus. Invoices and reports must be able to be readily generated by the City. A robust set of management reports must be standard with the system, which includes the capability to aggregate calls made to and from various groups of extensions, user groups and departments. The system must be able to provide reports on incoming, outgoing and internal calls. A key reporting goal would be to electronically generate internal billing statements for each department cost center, along with backup of costs and uses attributable to individuals (e.g., long distance calls, information assistance calls, etc.) desired. The internal billing statements for a given time period would need to be easily reconciled with bills provided by carriers. The system shall have the ability to generate real-time reports in response to requests for information regarding harassment calls, bomb scares, etc. Provide samples of all available reports with your proposal. Proponents shall provide pricing for the call accounting system as an option. 2.17 Optional Unified Messaging Platform The City will not deploy unified messaging at the time of cutover, but is soliciting a description of the unified messaging platform that Proponents offer. The City utilizes MS Exchange 2007 as its email platform, and the proposed unified messaging system would need to integrate with the MS Exchange 2007 or newer system. Proponents shall list the number of e-mail system solutions that are supported with unified messaging solution. For Microsoft Exchange e-mail solutions, proponents shall provide an indicator of number of installations and percentage of install base. Proponents shall include in their descriptions the options that exist for the storage of voice mail messages in a unified messaging environment – (in the Proponent’s proposed system, In the City’s email system, Or Both) Proponents shall include in their descriptions the options that exist for the backup of recorded messages. Are there options to allow different criteria for backing up/archiving voice mail messages than email messages? Proponents shall include listing of all e-mail systems supported. Proponents shall provide pricing for the unified messaging system as an option. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 141 of 411 RFP: Enterprise Communication System Replacement Page 31 of 71 2.18 Optional Fax Server Proponents shall describe any capability to integrate with or deliver Fax Server services. 2.19 Optional Video Conferencing Proponents shall describe the capability to integrate with or deliver Video Conferencing services. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 142 of 411 RFP: Enterprise Communication System Replacement Page 32 of 71 3 MAINTENANCE AND SUPPORT 3.1 Design and Operation Proponents shall warrant that the equipment, components, and services sold or provided in response to this RFP will perform in accordance with their respective design specifications, and will operate in accordance with the manufacturer's published specifications when operated and maintained in accordance with the manufacturer's recommendations for a minimum of seven (7) years from Acceptance. 3.2 Configurations Proponents shall warrant that the configurations of equipment and services proposed in response to this RFP represent sound design principles being applied to provide a total system solution to the requirements stated in the RFP, and that the equipment and services provided will operate together in a manner to perform the functions expressed in the RFP. 3.3 Equipment Models Proponents shall warrant that the equipment offered is standard new equipment, and the latest model of regular stock product, with parts regularly used for the type of equipment offered; also that no attachment or part has been substituted or applied contrary to manufacturer's recommendations and standard practice. Proponents shall furnish the current version of software for all systems provided. If a new version or release is issued after contract execution, but prior to the shipment of the system to the City, then the City shall have the option of substituting the new version or release in place of the originally proposed version or release, at no additional charge to the City. 3.4 Product Life Cycle Proponents shall warrant that the equipment offered is not currently at the end of its product life cycle. To demonstrate this, Proponents shall provide a list of installs in the U.S. (and the total number of lines installed), of the same system as proposed herein, in the last twelve (12) months. Proponents shall submit a statement identifying the length of time from cutover that Proponents will guarantee new parts availability, including specifically the IP sets proposed. The City will place greater emphasis on solutions with long term guarantees (5- 7 years) for availability of new parts. 3.5 Current Installations and Demonstrations Proponents shall warrant that all of the equipment proposed is currently installed in a user environment of similar size and complexity to the City, and is able to be demonstrated. Experimental or unannounced equipment will not be acceptable unless specifically stipulated by the City. 3.6 Warranty Coverage Proponents shall warrant that the system as priced, including all hardware and software, will include a complete warranty covering all parts, labor, travel and all other expenses, for a period of a minimum of one (1) year from final Acceptance. The selected Proponent shall serve as a single point of contact, and provide the name, address and telephone number of the individual to contact when maintenance is required. The selected Proponent shall further provide escalation procedures and contact names and numbers to be used when normal maintenance procedures are not adequate to resolve problems. 3.7 Equipment Replacement During the warranty period, any equipment that must be replaced as a result of conditions covered under warranty shall be replaced with new equipment of the same make and model. 3.8 Maintenance 3.8.1 Maintenance during Warranty During the warranty period the selected Proponent shall provide maintenance and monitoring services on a 7x24 basis. The warranty shall include parts and labor for all core hardware, software patches, dot releases, and 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 143 of 411 RFP: Enterprise Communication System Replacement Page 33 of 71 major/minor software upgrades. The Proponent will respond to Major Failures within four (4) hours. Response time is defined as the amount of time for a qualified technician to arrive on-site. 3.8.2 Maintenance during Subsequent Maintenance Agreement During the Subsequent maintenance agreement, the selected Proponent shall provide monitoring services on a 7x24 basis and maintenance services during regular weekdays 8am – 5pm. The maintenance shall include parts and labor for all hardware and software patches, and dot releases. The Proponent will respond to Major Failures within two (4) business hours. Response time is defined as the amount of time for a qualified technician to arrive on the City’s site. The proponent shall make the most current version of system software and equipment firmware available to the City as released. For the purposes of warranty and maintenance, a Major Failure is defined as any failure that affects the following: • 10% of station equipment out of service • 10% of network services out of service • Any PRI circuit interface out of service • Any building out of service • Any system node (as defined by the specific architecture implemented) out of service • Any attendant position out of service • Any subsystem (voice mail, call center, call accounting, E91-1 system) • Failure of any integration functionality between systems installed under the resulting contract, or between systems installed under the resulting contract and other existing systems • Any failure whatsoever which reasonably affects the ability of the City to respond to any emergency situation, or which substantially impedes the City’s ability to operate, as determined by the City 3.9 Routine Repairs During the warranty period, and during any subsequent maintenance agreements, the selected Proponent will complete other routine repairs before the end of the next business day. 3.10 End of Warranty Period Proponents shall submit with its proposal alternative maintenance options and pricing, including full parts and labor maintenance agreements, time and materials pricing, depot service, factory support and other appropriate alternatives for a period of four (4) years after the expiration of the one year warranty period. Proponents shall describe the strategy, schedule, and costs for various software upgrades (patches, dot revisions, major new releases). Proponents shall indicate at what point older software versions are not supported. 3.11 Major System Failure In the event of a Major System Failure, whether due to circumstances covered under warranty or maintenance agreement, or due to Acts of God or nature, or any other cause, Proponents shall agree to deliver and install a replacement system to provide rudimentary telephone service to the City within 48 hours from notification by the City. The costs associated with such replacement system shall be determined based on the cause of the failure. 3.12 Preventative Maintenance As part of the initial warranty and any subsequent maintenance agreement, the selected Proponent shall perform preventive maintenance on the system once per year. Proponents shall describe in detail its preventive maintenance program, and provide sample written documentation of the results of preventive maintenance services to the City with its proposal. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 144 of 411 RFP: Enterprise Communication System Replacement Page 34 of 71 3.13 Performance Monitoring The selected Proponent shall provide performance monitoring of the system primary components and subsystems as part of the initial warranty and any subsequent maintenance agreements. If this function is optional, provide pricing separately. 3.14 Remote Diagnostics Proponents shall have a remote diagnostics and maintenance capability that permits Proponents to monitor system performance, and perform routine diagnostics and maintenance from a remote maintenance facility, and will identify the location and capabilities of this facility. The City may elect to inspect the facility, and Proponents shall agree to such an inspection if the City so requests. 3.15 Optional Additional Support Services Following Cutover Respondents should provide the costs of supplying System Administration and Certified Systems Support to support City operations following the cutover. The City may elect to contract for these services for some period of time following the cutover. The City would expect to be able to contract for these services on a month-by- month or annual basis, but must have the ability to cancel the services with 90 days notice. Estimated Scope of services: • Provide help desk services upon the request of the I.T. department to assist customers with o Basic training and assistance o Moves/adds/changes to all systems selected o Maintain highly accurate and appropriate operational/technical documentation o Provide consulting to departments to evaluate and develop more complex configuration changes, perform complex configuration work following department approval o Perform and/or schedule system upgrades and repairs o Operate within all policy guidelines of the City with regard to telephone system standards, network and other security provisions • Estimated hours 10-15 hours per week • Must be available to be onsite at least once per week, and to provide rapid response in urgent or high priority situations • All individuals performing this work and with access to City systems information would need to sign City and Police confidentiality documents and background checks. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 145 of 411 RFP: Enterprise Communication System Replacement Page 35 of 71 4 IMPLEMENTATION PLAN AND SCHEDULE 4.1 Implementation Plan Following the notice of award and contract negotiations, City and Proponent will immediately develop a detailed implementation plan and schedule for all aspects of system implementation, including systems preparation, site reviews, department surveys and station reviews, and all implementation and training activities listed in Sections 4 and 5. The detailed Implementation Plan shall be completed with approval by the City and Proponent within 15 business days of contract execution. Proponents shall note that the approval by the City of the detailed Implementation Plan triggers a payment to the Proponent. Additionally, the Implementation Plan must include: • Project team (City and Proponent) communications plans • Agreement of standardized configuration guidelines for phone sets (to ensure consistency of button use by model) and feature use • Station Review/Survey process and information gathering from departments • Acceptance of training guides to be provided to end users • Equipment shipping, storage, and delivery plans • Verification of adequate rack space • Work locations for Proponent project team • Training schedules for end users and technical staff • End User support during cutover period • System Administration and Certified Systems Services during and after cutover period 4.2 System Installation System installation shall include: • Telephony servers, gateways and associated common equipment • Software configuration and development of required databases for all systems and subsystems • All station equipment, including station reviews, set labeling, placement and interconnection at the wall jack and the switch • System management and administration application • Remote system monitoring and support • Attendant consoles (with City support) • Voice mail system • Call center platform • Call accounting system • E9-1-1 platform • Interconnection to the City network (with City support) • Coordination with carriers for the installation of and interconnection to network services • Testing of all system functionality, as described in Sections 4.11 and 4.12 below • Delivery of system documentation, as described in Section 4.13 below • Training per the requirements stated in Section 5 of this RFP 4.3 Equipment Delivery and Storage The selected Proponent shall be responsible for the safe transport, rigging, moving and shipping of all systems to their final installation location at all facilities. The selected Proponent shall be responsible for delivering the equipment to the telephone equipment rooms throughout the City. The City has limited space for storage, and does not wish to have the system stored in City storage areas, awaiting relocation to the equipment rooms. The City prefers that the system be delivered in phases and directly to its final installation location. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 146 of 411 RFP: Enterprise Communication System Replacement Page 36 of 71 4.4 Site Preparation Unless otherwise specified, the City will perform site preparation (space preparation, power enhancements, lighting, cooling, backboards, and any other construction). A site inspection of primary facilities shall be performed by the selected Proponent prior to delivery and installation to ensure that all required site preparation items have been completed satisfactorily. The site inspection will be coordinated and scheduled with City staff. The selected Proponents shall provide all site requirements with its proposal. The selected Proponent shall certify that the site is suitable for the system following this inspection. 4.5 System Configuration and Phone Station Design The performance of the station reviews and development of the system configuration shall be performed by individuals with appropriate experience and certification with the products being implemented. The City will set standards and provide guidance to the Proponent regarding phone button templates and feature use to ensure enterprise-wide consistency. These standards will be developed during the preparation of the detailed Implementation Plan. 4.6 Regulations All work and materials shall comply with all federal and state laws, municipal ordinances, regulations and directions of inspectors appointed by proper authorities. The selected Proponent shall obtain and pay for all permits and licenses required for the performance of the work, and shall post all notices required by law. 4.7 Payment of Material and Services Unless otherwise stipulated, the Contractor shall provide all materials, labor, tools, equipment, transportation, and other facilities necessary for the performance and completion of the work. The selected Proponent shall verify conditions at the facility, including door openings and passages. Any and all special handling requirements shall be provided and paid for by the selected Proponent. 4.8 Premises The selected Proponent shall be responsible for any damages to the structure or property of the City caused by the Proponent, or any subcontractor or other direct or indirect employee of the Proponent throughout the course of this installation. Throughout the progress of the work, the Proponent shall keep the work area free from debris of all types, and remove from the premises all rubbish resulting from any work being performed by him on a daily basis. At the completion of the project, the Proponent shall leave the premises in a clean and finished condition. 4.9 Itemization The selected Proponent shall provide the City with an itemized accounting of each item of equipment upon delivery to the City premises pursuant to the final negotiated contract. Only City personnel who are designated and authorized by the City to receive delivery shall be the recipients of those deliveries, and only the signatures of those designated staff members shall be accepted upon the receipts. The City prefers that the Proponent use “just in time” delivery to minimize the requirement for storage of components at City sites. 4.10 Cutover Plans The Contractor shall work with the City to develop and coordinate a cutover/transition plan acceptable to the City. The cutover plan shall identify, quantify and minimize any anticipated down time. The cutover plan must allow for a return to the existing systems should the cutover be unsuccessful. The cutover shall occur during non-business hours. 4.11 Burn-in Testing The selected Proponent shall perform factory burn-in tests of all server and hardware for a period of three (3) days prior to shipment of the system. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 147 of 411 RFP: Enterprise Communication System Replacement Page 37 of 71 4.12 Project Completion The Contractor shall acknowledge that successful completion of this project shall include the installation, testing, and Acceptance, following a successful Performance Period as described below, by the following Acceptance Criteria: • Prior to Acceptance by the City, the Proponent shall be responsible for performing testing and inspections to verify that the installation and all equipment and materials are performing in compliance with the manufacturer's specifications. City personnel shall have the option of witnessing the testing. • At a minimum, pre-cutover functional tests as part of the acceptance test plan shall include: o All required subscriber, operator and system features for each installed station o Operation and integration of all subsystems (voice mail, call center, call accounting, E9-1-1 system) o Placement and reception of test calls under a variety of conditions: busy, no answer, call forward, etc. o Verification of voice quality meets toll quality transmission standards o Tests to correctly place and receive calls via connected common carrier facilities o Administrative and Maintenance subsystem capabilities o Demonstration of acceptable performance in the presence of traffic overloads o Demonstration of automatic fault detection, survivability and recovery following artificially- induced failures of each subsystem • Upon completion of successful testing and inspection by the Proponent, the Proponent shall provide written notification to the City. The City shall, within 24 hours of notification, exert reasonable effort to commence independent inspection and confirmation, and shall exert reasonable effort to complete said independent inspection and confirmation within 72 hours of commencement. • Upon satisfactory completion of said testing and inspection, the City shall notify the Proponent, and the Performance Period shall commence. • A Performance Period of thirty (30) consecutive calendar days of operating in accordance with the manufacturer's published specifications, subsequent to testing and inspection, shall constitute a successful Performance Period. • If a Major Failure occurs during the Performance Period, the Proponent shall remedy the problem in accordance with manufacturer's published specifications, and the Performance Period shall recommence for another 30 days. • Upon successful completion of the Performance Period, and within three business days, the City and the Proponent shall meet to confirm Acceptance, and the Final Acceptance Form shall be executed. • If a successful Performance Period cannot be accomplished within ninety (90) calendar days after commencement of the first Performance Period, the City reserves the right to find the Proponent in default, and terminate the Contract. In that event, the Proponent shall remove the equipment, and the City shall not be responsible for any payment whatsoever to the Proponent, except for any materials left in place and elected to be reused by the City. 4.13 Documentation The Proponent shall provide three (3) complete sets of technical documentation including system manuals, technical specifications, as-built drawings (hard copy and electronic using AutoCAD and/or Visio), and a complete inventory of all components, including at least the serial number, model number, manufacturer, description, and location installed. The inventory database shall be provided in electronic format agreeable to the City. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 148 of 411 RFP: Enterprise Communication System Replacement Page 38 of 71 4.14 Equipment Disposal The Proponent shall be responsible for the proper disposal of the existing systems. Proponent proposals shall provide trade-in or buy back incentives pertinent to any existing City systems. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 149 of 411 RFP: Enterprise Communication System Replacement Page 39 of 71 5 TRAINING 5.1 End User Training The selected Proponent shall supply complete station user training for all station equipment types and other end user equipment, for all station users, utilizing live equipment at the City’s site, within two weeks prior to the system cutover, at no cost to the City. The City will provide appropriate space and assist in scheduling of classes for station user training. Each user will be provided with written training materials for his/her telephone station equipment. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. 5.2 Voice Mail Training The selected Proponent shall supply complete end user training for the voice mail system, for all station users, utilizing live equipment at the City’s site, within two weeks prior to each phase of the system cutover, at no cost to the City. The City envisions voice mail training occurring in conjunction with end user training. The City will provide appropriate space and assist in scheduling of classes for station user training. Each user will be provided with written training materials for the voice mail operation. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. 5.3 Attendant Training The selected Proponent shall supply complete training to a minimum of four (4) attendants on the operation of the PC-based system attendant console, utilizing live equipment at the City’s site, within two weeks prior to system cutover, at no cost to the City. Each console attendant will be provided with written training materials for his/her attendant software. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. 5.4 Call Center Training The selected Proponent shall provide complete training for a minimum of (20) call center agents and four (4) call center supervisors on the agent and supervisory functions of the call center platform, utilizing live equipment at the City’s site, within two weeks prior to each phase of the system cutover, at no cost to the City. Each agent/supervisor will be provided with written training materials for his/her call center capabilities. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. 5.5 System Administration Training The selected Proponent shall supply complete training for a minimum of four (4) persons on the operation of the system management and administration functions, within two weeks prior to the system cutover, at no cost to the City. Training will be provided on all primary and peripheral systems and services installed under this contract (telephone system, station equipment, voice mail system, call center platform, E9-1-1 system). 5.6 Certified System Specialist Training The selected Proponent shall provide pricing for the training necessary for the City to assume responsibility for system maintenance, should the City choose to do so after the warranty period has expired, for all primary and peripheral systems and services installed under this contract. Training will be adequate for personnel to become "certified" system technicians and/or administrators. Provide pricing exclusive of travel and out of pocket expenses. Provide the locations where training is conducted. Identify available training courses syllabuses and schedules, and provide pricing for on-going training and re-certification programs. 5.7 Post-Cutover Training “Train the Trainer” or equivalent training shall be provided at no cost to up to 25 staff. The selected Proponent shall provide the materials and support necessary for the City to provide training on an ongoing basis to new employees and refresher training to existing employees. Provide descriptions of all training programs available, length of classes, and quantities of individuals per class. Provide copies of training materials. Training materials 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 150 of 411 RFP: Enterprise Communication System Replacement Page 40 of 71 and manuals shall also be available on line. 5.8 Training on optional items Should the City elect to implement the optional unified messaging system (either initially or at a later date), Proponent shall provide complete end user and administrator/manager training on the operation, configuration and administration of the system, at no additional charge to the City. Should the City elect to implement the optional call accounting system (either initially or at a later date), Proponent shall provide complete training on the operation, configuration and administration of the system, at no additional charge to the City. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 151 of 411 RFP: Enterprise Communication System Replacement Page 41 of 71 6 PRICING 6.1 Pricing Format Pricing for the proposed system must be provided in summary format and detailed format, by building, in the formats in this section. Each chargeable item of equipment, hardware or software must be listed on the attached spreadsheets. The unit purchase and installation prices must apply from the date of contract until the final configuration has been determined as a result of the post-contract station reviews. Add-on unit prices must apply for one full year after final Acceptance 6.2 Approximation of Quantities The quantities given in the proposal are approximate only, being given as a basis for the uniform comparison of proposals, and the City does not expressly or by implication agree that the actual amount of work will correspond therewith. An increase or decrease in the quantity for any unit price item shall not be regarded as sufficient grounds for an increase or decrease in the unit price of that item, nor in the time allowed for the completion of the work. 6.3 Pricing Timeframe It is required that all pricing and provisions of the Proponent's proposal remain in effect for a minimum of 180 days from the submittal date. 6.4 Existing Systems Removal/Credit Proponents shall indicate cost or credit for the removal of the City’s existing system as stated in Section 1.3.1. 6.5 Payment Schedule Payment schedule for the core project may be as follows: Project Phase %Project Cost Notes Project Kick off / Implementation Plan 20% Submission/Approval of Implementation Plan Configuration Complete 10% Completion of Station Reviews + Submission/Approval of Final Configuration and Detailed equipment list Core Systems and Station Equipment Installation approved 20% Completion of Servers installation, SW Configuration and 10% of Stations installation and administrator training Final cutover 25% Including removal of existing equipment Final Acceptance 25% Successful performance period + Submission of documentation Total One-time costs 100% Billing and payment for optional Additional Support Services will be done on a monthly basis. 6.6 Authorized Signature Proposals must be signed below by a representative of the Proponent authorized to commit the Proponent to the quoted price and all of the terms and requirements stated in the RFP. Proponent’s signature below signifies compliance with all the terms and requirements of the RFP. 6.7 Summary Pricing All items must include Washington State Sales tax, currently at 9.4%. Include sales tax in each line, rather than in the grand total. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 152 of 411 RFP: Enterprise Communication System Replacement Page 42 of 71 6.7.1 Sample Summary Pricing - Format Total Cost, Including Sales Tax 1. Purchase Price for Telephone System $ 2. Installation Price for Telephone System $ 3. Purchase Price for Voice Mail System $ 4. Installation Price for Voice Mail System $ 5. Purchase Price for Call Center $ 6. Installation Price for Call Center $ 7. Purchase Price for E911 Application $ 8. Installation Price for E911 Application $ 9. Training Costs for System Certification $ 10. Trade-in/Buy Back Incentive $ Total Cost for Complete System as Configured (Items 1 - 10) $ 11. Annual Maintenance Costs: $ (After required 1 year warranty) 12. Annual Maintenance Cost – year 2 following warranty $ 13. Annual Maintenance Cost – year 3 following warranty $ 1. Annual Maintenance Cost – year 4 following warranty $ 15. Annual Maintenance Cost – year 5 following warranty $ 16. Optional Call Accounting Purchase and Installation $ 17. Optional Unified Messaging for 200 initial users $ 18. Optional Unified Messaging per additional license $ 19. Optional Conference Bridge Purchase and Installation $ 20. Optional Additional Support Services Following Cutover - Monthly $ 21. Other Optional/Add on licenses/equipment/services $ Company: ____________________________________________________________ Bidder’s Signature: __________________________________ Date: ____________________ Bidder’s Name & Title: ____________________________________________________________ Company Address: ____________________________________________________________ City, State, Zip Code: ____________________________________________________________ Telephone: ____________________________________________________________ Fax: __________________________________________________________ Email: __________________________________________________________ 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 153 of 411 RFP: Enterprise Communication System Replacement Page 43 of 71 6.8 Sample Detailed Pricing – Format (expand as needed) City of Renton - Detail Pricing Sheet Telephone System Telephone Systems (List and Subtotal Costs by Site) Item Description Part Number Quantity Unit Price Purchase Extended Price Purchase Unit Price Install Extended Price Install Annual Maint. Subtotal Tax Totals 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 154 of 411 RFP: Enterprise Communication System Replacement Page 44 of 71 6.9 Attachment A – Confidentiality Agreement CITY OF RENTON ACCESS TO INFORMATION & COMPUTER SYSTEMS CONSULTANT - CONTRACTOR C O N F I D E N T I A L I T Y A G R E E M E N T Last: _______________________ First: ____________________ Middle: ______________ Company/Organization: ______________________________________________________ As a potential consultant/contractor with the City of Renton, I understand that pursuant to the performance of the terms and conditions of a potential Agreement for Equipment Purchases and Services between the City of Renton and _____________________ and in order to provide a response to the City Telephone System and Services RFP dated June 08, 2011, there is a possibility that I may come into contact with information that is highly sensitive and confidential in that it deals with the City's network infrastructure, telecommunications infrastructure, telecommunications uses, and related billing/usage information. Therefore, I expressly agree to abide by the following concerning any possible exposure to that information: 1. I will maintain the confidentiality of all information to which I may have been exposed, whether obtained verbally, electronically, or on paper. 2. I will not disclose or use for my own personal interest or any other purpose, any confidential information overheard or viewed by me in the course of my performance under the Services Agreement. In order for the person listed herein above to comply with the provisions hereof, the City will use its best efforts to identify any and all information that falls under the strictures of this Agreement. I have read the above statements and agree to abide by them. _______________________________________ __________________________ Signature of Proponent Date Approval Authority, City ITD Rep.: _______________________ Date: __________________________________ 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 155 of 411 RFP: Enterprise Communication System Replacement Page 45 of 71 6.10 Attachment B – Proposal Cover Letter Letterhead or Proponent’s name and address Date Subject: Request for proposal name Request for proposal number List any amendment numbers and dates The enclosed proposal is submitted in response to the above-referenced Request for Proposal. Through submission of this proposal we agree to all of the terms and conditions of the Request for Proposal. We have carefully read and examined the Request for Proposal and have conducted such other investigations as were prudent and reasonable in preparing the proposal. We agree to be bound by statements and representations made in this proposal and to any agreement resulting from the proposal. Yours truly, (Signature) Name: (Type or print) Title: Legal name of Proponent: Date: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 156 of 411 RFP: Enterprise Communication System Replacement Page 46 of 71 6.11 Attachment C – Contract Template City of Renton Technology Contract For Enterprise Communication System Replacement THIS CONTRACT, made this DD Day of MMM, 2010, by and between the City of Renton, Washington, an Optional Code city and a political subdivision of the State of Washington (hereinafter "City") and XXX with its principal place of business at XXX (hereinafter "Contractor”). WITNESSETH: WHEREAS, the City has caused Contract documents for: Contract No. : Contract Title : to be prepared for certain Work as described therein; and WHEREAS, the Contractor has assured the City that it has the specialized expertise and experience necessary to properly Provide the goods and Services in a timely manner and that its proposal includes all of the functions and features required for the goods and Services; and WHEREAS, the City has accepted the Contractor's offer to provide the goods and Services in accordance with the Contract's terms, Scope of Work, Request for Proposal (RFP) documents and Vendor’s Response to RFP; and WHEREAS, by executing this Contract, the Contractor represents that the waiver of the Contractor's immunity under industrial insurance, Title 51 RCW, as set forth in the Contract documents was mutually negotiated by the parties; and NOW THEREFORE, in consideration of the mutual covenants and agreements of the parties herein contained and to be performed, the Contractor hereby agrees to supply the goods and Services at the price and on the terms and conditions herein contained, and to assume and perform all of the covenants and conditions herein required of the Contractor, and the City agrees to pay the Contractor the Contract price provided herein for the supply of the goods and Services and the performance of the covenants set forth herein. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 157 of 411 RFP: Enterprise Communication System Replacement Page 47 of 71 THE FURTHER TERMS, CONDITIONS AND COVENANTS of the Contract are set forth in the following order of precedence: (1) Contract Amendment (2) The Contract Document which includes this City of Renton Technology Contract and the following: A. Price B. Scope of Work C. Fair Practices Policy Affidavit of Compliance D. Affidavit and Certification Form E. Software License Agreement F. Maintenance Agreement G. Contractor’s Insurance Forms H. Acord Form (3) RFP Addenda (4) Request for Proposals (5) Best and Final Offer (6) Contractor’s Proposal COMPANY NAME CITY OF RENTON Authorized Signature Authorized Signature Name and Title (Print or Type): Name and Title (Print or Type): Date: Effective Date: Approved as to form only: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 158 of 411 RFP: Enterprise Communication System Replacement Page 48 of 71 DEFINITION OF WORDS AND TERMS Words and terms shall be given their ordinary and usual meanings. Where used in the Contract Documents, the following words and terms shall have the meanings indicated. The meanings shall be applicable to the singular, plural, masculine, feminine and neuter of the words and terms. Acceptable, Acceptance or Accepted: Written Documentation of the City’s determination that the Contractor's Work has been completed in accordance with the Contract. Contract Amendment: A written change to the Contract modifying, deleting or adding to the terms or Scope of Work, signed by both parties, with or without notice to the sureties. Contract or Contract Documents: The writings and drawings embodying the legally binding obligations between the City and the Contractor for completion of the Work under the Contract as set forth on Page 1 of this document. Contractor: The individual, association, partnership, firm, company, corporation, or combination thereof, including joint ventures, contracting with the City for the performance of Services or Work under the Contract. Cost Analysis: The review, evaluation and verification of cost data and the evaluation of the specific elements of costs and profit. Cost Analysis is the application of judgment using criteria to project from the data to the estimated costs in order to form an opinion on the degree to which proposed costs represent what the Contract should cost, assuming reasonable economy and efficiency. City: City of Renton and its officers, employees, agents, contractors, and subcontractors. Day: Calendar Day. Documentation: Technical publications and/or documentation relating to the use of the Software or Services to be Provided and delivered by Contractor under this Contract, such as reference manuals, training manuals, user manuals, maintenance manuals, installation, systems administration and technical guides designed to instruct the City on the features, uses, and functions of the Software or Services. Effective Date: The date the Contract is countersigned by the City. Enhancement: Technical or functional additions to improve functionality and/or operations. Error: An unanticipated Software problem resulting in program behavior not 1) following the Software’s logical design, 2) consistent with functionality described in Paragraph V Documentation, and/or 3) consistent with the requirements of the Contract. Final Acceptance: The point when City acknowledges that the Contractor has performed the entire Work in accordance with the Contract. Hardware: Tangible goods, excluding software and data, including, but not limited to, motherboard(s); firmware; memory; internal or external expansion card(s); power supply(s); fan(s); storage controller(s); internal or external hard disk(s); CD-ROM, DVD, Blu-Ray or other media drive(s); graphics controller(s); display screen(s); human interface devices e.g. keyboard, mouse, track ball, touch pad, web camera, microphone; biometric readers e.g. fingerprint scanner(s), retina scanner(s), voice print analyzer(s); security token(s) e.g. Express Card(s), Smart Card(s), PC card(s), USB token(s), crypto key generator(s); software authorizing devices e.g. serial, parallel, or USB dongle(s); equipment or devices to connect the computer to external peripheral equipment such as networks, 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 159 of 411 RFP: Enterprise Communication System Replacement Page 49 of 71 printers or scanners; cable(s), coupler(s) or adaptor(s); mounting or supporting device(s); housing(s); enclosure(s); external subsystems e.g. Ethernet switch(es), storage system(s), tape drive(s), radios, communication systems, and/or UPS(s). Object Code: The executable, machine-readable, form of a Software program. Object code is instruction code in machine language produced as the output of a compiler or an assembler. Person: Includes individuals, associations, firms, companies, corporations, partnerships, and joint ventures. Price Analysis: The process of examining and evaluating a price without evaluating its separate cost elements and proposed profit. Project Manager: The individual designated by the City to manage the project on a daily basis and who may represent the City for Contract administration. This Contract may be part of a larger City project. Project Sponsor: Individual designated by the City to conduct the Contract solicitation process, draft and negotiate Contracts, resolves contractual issues and supports the Project Manager during Contract performance. Provide: Furnish without additional charge. RCW: The Revised Code of Washington. Request For Proposal (“RFP”): The original “Request for Proposal” published by the City of Renton, including Addenda thereto and written clarifications made by the City of Renton in response to vendor inquiries. Response to RFP: Those documents and materials submitted by vendors to the City of Renton in response to the RFP. Scope of Work (“SOW”): That Attachment to the Contract consisting of written descriptions of Services to be performed, or the goods to be Provided or the technical requirements to be fulfilled under this Contract. Services: The furnishing of labor, time, or effort by a Contractor for the following, but not limited to: installation, maintenance, support, configuration, custom Software, or consulting. Software: All or any portion of the then commercially available version(s) of the computer executable programs and Enhancements thereto, including Source Code, localized versions of the computer executable programs and Enhancements thereto, including Source Code and Documentation licensed and delivered by Contractor to the City. Source Code: A set of human readable instructions, written in a programming language, that must be translated to Object Code before the program can run on a computer. Subcontractor: The individual, association, partnership, firm, company, corporation, or joint venture entering into an agreement with the Contractor to perform any portion of the Work covered by this Contract. Update: All published revisions to the Documentation and copies of the revised, Enhanced, or modified Software, which are not designated by Contractor as new products. Upgrade: Subsequent releases of the Software and Documentation that generally have a new major version number, i.e. version 6.3 to version 7.0. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 160 of 411 RFP: Enterprise Communication System Replacement Page 50 of 71 Virus: Software code that is intentionally and specifically constructed for the purpose of destroying, interrupting or otherwise adversely impacting other code or data in a computer, such as replicating itself or another program many times without any useful purpose. Work: Everything to be Provided and done for the fulfillment of the Contract and shall include all Software, Hardware and Services specified under this Contract, including Contract Amendments and settlements. Work Product: As used in paragraph 2.19 of this Contract Template, Ownership/Rights to Work Product, regarding City’s rights to Work Product, includes, but is not limited to, discoveries, formulae, ideas, improvements, inventions, methods, models, processes, techniques, findings, conclusions, recommendations, reports, designs, plans, diagrams, drawings, Software, databases, documents, pamphlets, advertisements, books, magazines, surveys, studies, computer programs, films, tapes, training guides, and/or sound reproductions. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 161 of 411 RFP: Enterprise Communication System Replacement Page 51 of 71 I. STANDARD CONTRACTUAL TERMS AND CONDITIONS 1.1 Administration This Contract is between the City and the Contractor who shall be responsible for Providing the Work described herein. The City is not party to defining the division of Work between the Contractor and its Subcontractors, if any, and the Scope of Work has not been written with this intent. The Contractor represents that it has or shall obtain all personnel, materials and equipment required to perform Work hereunder. In accordance with the FBI’s Criminal Justice Information System Policy 4.5, all vendor employees that might access City systems will be required to comply with the personnel security screening requirements set forth in the policy. That screening may include, but is not limited to, a state of residency fingerprint check and additional screening as deemed appropriate by the City. All screening will be done prior to access to the City’s systems, either from the vendor’s site or the City’s. Should the vendor send an employee that has either not been screened, or fails the security screening, for any reason, the City retains the right to turn away such employee and prohibit his/her access. All travel costs, if any, for such employee will be the responsibility of the vendor. The City retains the right to approve vendor employees assigned to the project and request a change of personnel based on employee performance. The City may refuse project staff for any reason without recourse by the vendor. The Contractor's performance under this Contract may be monitored and reviewed by City personnel. Reports and data required to be Provided by the Contractor shall be delivered to the City as described herein. 1.2 Contract Amendment All changes to the Contract shall be through a Contract Amendment. No oral order or conduct by the City shall constitute a change to the Contract. If any Contract Amendment causes an increase or decrease in the cost of, or the time required for performance of any part of the Work under this Contract, the Contract may be modified if agreed to in writing by both parties. Contract Amendments may require a Cost/Price Analysis to determine the reasonableness of the proposed adjustments to the Contract. 1.3 Termination for Convenience/Default/Non-Appropriation A. Termination for Convenience The City for its convenience may terminate this Contract, in whole or in part, at any time by written notice sent certified mail, return receipt requested, to the Contractor. After receipt of a Notice of Termination (“Notice”), and except as directed by the City, the Contractor shall immediately stop Work as directed in the Notice, and comply with all other requirements in the Notice. The Contractor shall be paid its costs, including necessary and reasonable Contract closeout costs and profit on that portion of the Work performed and Accepted up to the date of termination as specified in the notice. The Contractor shall promptly submit its request for the termination payment, together with detailed supporting documentation. If the Contractor has any property in its possession belonging to the City, the Contractor shall account for the same and dispose of it in the manner the City directs. All termination payment requests may be subject to Cost or Price Analysis. B. Termination for Default 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 162 of 411 RFP: Enterprise Communication System Replacement Page 52 of 71 If the Contractor does not deliver Work in accordance with the Contract, or the Contractor fails to perform in the manner called for in the Contract, or if the Contractor fails to comply with any material provisions of the Contract, the City may terminate this Contract, in whole or in part, for default as follows: 1. A “Notice to Cure” shall be served on the Contractor by certified mail (return receipt requested) or delivery service capable of providing a receipt. The Contractor shall have five (5) Days to cure the default or provide the City with a detailed written plan, which indicates the time and methods needed to bring the Work into compliance and cure the default, or as otherwise set out in the Contract or noted in the Maintenance Agreement. 2. If the Contractor has not cured the default or the plan to cure the default is not acceptable to the City, the City may terminate the Contract. Termination shall occur by serving a Notice of Termination by certified mail (return receipt requested) or delivery service capable of providing a receipt on the Contractor setting forth the manner in which the Contractor is in default and the effective date of termination. 3. The Contractor shall only be paid for Work delivered and Accepted, less any damages to the City caused by or arising from such default. All termination payment requests are subject to Cost or Price Analysis, whichever is more beneficial to the City, at the City’s option. 4. The termination of this Contract shall in no way relieve the Contractor from any of its obligations under this Contract nor limit the rights and remedies of the City hereunder in any manner. C. Termination for Non-Appropriation If expected or actual funding is withdrawn, reduced or limited in any way during the Contract term or in any Contract Amendment hereto, the City may, upon written notice to the Contractor, terminate this Contract in whole or in part. Payment shall not exceed the appropriation for the year in which termination is effected. If the Contract is terminated for non-appropriation: 1. The City shall be liable only for payment in accordance with the terms of this Contract for Services performed and Accepted prior to the effective date of termination; and, 2. The Contractor shall be released from any obligation under this Contract (including any related purchase order) to provide further Work pursuant to the Contract. Funding under this Contract beyond the current appropriation year is conditional upon the appropriation by the City Council of sufficient funds to support the activities described in this Contract. Should such an appropriation not be approved, the Contract shall terminate at the close of the current appropriation year. The appropriation year ends on December 31 of each year. 1.4 Force Majeure The term "force majeure" shall include, without limitation by the following enumeration: acts of nature, acts of civil or military authorities, terrorism, fire, accidents, shutdowns for purpose of emergency repairs, industrial, civil or public disturbances causing the inability to perform the requirements of this Contract. If a party is rendered unable, wholly or in part, by a force majeure event or any other cause not within such party’s control, to perform or comply with any obligation or condition of this Contract, upon giving notice and reasonably full particulars to the other party, such obligation or condition shall be suspended only for the time and to the extent commercially practicable to restore normal 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 163 of 411 RFP: Enterprise Communication System Replacement Page 53 of 71 operations. In the event the Contractor ceases to be excused pursuant to this provision, then the City shall be entitled to exercise any remedies otherwise provided for in this Contract, including Termination for Default. Whenever a force majeure event causes the Contractor to allocate limited resources between or among the Contractor’s customers, the City shall receive no less priority in respect to such allocation than any of the Contractor’s other customers. In the event of any such delay, the date of performance shall be extended for a period equal to the time lost by reason of the delay. 1.5 Washington State Sales Tax The City shall make payment directly to the State of Washington for all applicable State sales taxes if the Contractor is not registered for payment of sales taxes in the State of Washington. If the Contractor is so registered, it shall add the sales tax to each invoice and upon receipt of payment from the City, promptly remit appropriate amounts to the State of Washington. 1.6 Taxes, Licenses, and Certificate Requirements This Contract and any of the Work Provided hereunder is contingent and expressly conditioned upon the ability of the Contractor to Provide the specified goods or Services consistent with applicable federal, state or local laws and regulations. If, for any reason, the Contractor's required licenses or certificates are terminated, suspended, revoked or in any manner modified from their status at the time this Contract becomes effective, the Contractor shall notify the City immediately of such condition in writing. The Contractor and Subcontractor(s) shall maintain and be liable for all taxes, fees, licenses, permits and costs as may be required by applicable federal, state or local laws and regulations as may be required to Provide the Work under this Contract. The Contractor and Subcontractor(s) shall maintain throughout the term of the Contract a City of Renton Business License. 1.7 Assignment Neither party shall assign or transfer any interest, obligation or benefit under or in this Contract, whether by change of control of greater than 51%, transfer of a controlling interest of greater than 51%, sale of assets or stock, merger with another entity, assignment or novation, without written consent of the other party. If assignment or transfer is approved, this Contract shall be binding upon and inure to the benefit of the successors of the assigning party. This provision shall not prevent Contractor from pledging any proceeds from this Contract as security to a lender subject to city approval. An assignment or transfer shall be accepted by either party upon the posting of all required bonds, securities and the like by the assignee and the written agreement by assignee to assume and be responsible for the obligations and liabilities of the Contract, known and unknown, and applicable law. * * * * * *OPTIONS FOR INDEMNITY AND HOLD HARMLESS–USE ONLY ONE*************** 1.8 Indemnification and Hold Harmless Use the first for SERVICES* * * * * To the maximum extent permitted by law and except to the extent caused by the sole negligence of the City, the Contractor shall indemnify and hold harmless the City, its officers, officials, agents and employees, from and against any and all suits, claims, actions, losses, costs, penalties and damages of whatsoever kind or nature arising out of, in connection with, or incident to the goods and/or Services Provided by or on behalf of the Contractor. In addition, the Contractor shall assume the defense of the City and its officers and employees in all legal or claim proceedings arising out of, in connection with, or incidental to such goods and/or Services: shall pay all defense expenses, including reasonable attorney's fees, expert fees and costs incurred by the City on account of such litigation or claims. This 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 164 of 411 RFP: Enterprise Communication System Replacement Page 54 of 71 indemnification obligation shall include, but is not limited to, all claims against the City by an employee or former employee of the Contractor or its Subcontractors, and the Contractor, by mutual negotiation, expressly waives all immunity and limitation on liability, as respects the City only, under any industrial insurance act, including Title 51 RCW, other Worker's Compensation act, disability benefit act, or other employee benefit act of any jurisdiction which would otherwise be applicable in the case of such claim. In the event that the City incurs any judgment, award and/or cost including attorney’s fees arising from the provisions of this paragraph, or to enforce the provisions of this paragraph, any such judgment, award, fees, expenses and costs shall be recoverable from the Contractor. In the event of litigation between the parties to enforce the rights under this paragraph, reasonable attorney fees shall be allowed to the substantially prevailing party. * * * * *OPTION 2 *** FOR goods and/or Services * * * * * A. Patent and Copyright Indemnity The Contractor shall protect, indemnify, defend and save harmless the City from any and all claims or lawsuits alleging a violation of a third party’s copyright or patent rights. So long as the City gives Contractor prompt notice of any infringement claim brought against the City regarding the Software and the City gives Contractor information, reasonable assistance, and sole authority to defend or settle any infringement claim, then, in the defense or settlement of an infringement claim, Contractor shall, in its reasonable judgment and at its option and expense: (i) obtain for the City the right to continue using the Software; (ii) replace or modify the Software so that it becomes noninfringing while giving equivalent performance; or (iii) if Contractor cannot obtain the remedies in (i) or (ii), the parties may proceed to a court of competent jurisdiction to determine the amount of fees that shall be returned to the City. Before final payment is made on this Contract, the Contractor shall, if requested by the City, furnish acceptable proof of a proper release from all such fees or claims. Contractor shall have no liability to indemnify or defend the City to the extent the alleged infringement is based on: (i) a modification of the Software by the City or others authorized by the City but not by the Contractor; or (ii) use of the Software other than in accordance with the Documentation. If the City is required to defend itself or enter into a settlement agreement due to Contractor's failure to defend, Contractor shall indemnify the City for its costs and expenses as well as any judgment entered against the City. B. Indemnification For All Other Actions Contractor shall protect, defend, indemnify and save harmless the City, its officers, employees and agents from any and all costs, claims, judgments, and/or awards of damages for injuries to Persons and/or damage to tangible property, arising out of or in any way resulting from the acts or omissions of the Contractor its officers, employees, Subcontractors and/or agents. Contractor's indemnification obligation shall include but is not limited to, all claims against the City by an employee or former employee of the Contractor or its Subcontractors, and the Contractor expressly waives by mutual negotiation, with respect to the City only, all immunity and limitation on liability under any industrial insurance act, including Title 51 RCW, other worker's compensation act, disability benefit act, or other employee benefit act of any jurisdiction which would otherwise be applicable in the case of such claim. In the event the City incurs any costs including attorneys’ fees to enforce the provisions of this paragraph, all such costs and fees shall be recoverable from the Indemnitor. 1.9 Applicable Law and Forum This Contract shall be governed by and construed according to the laws of the State of Washington, including but not limited to, the Uniform Commercial Code, Title 62A RCW. Any claim or suit concerning 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 165 of 411 RFP: Enterprise Communication System Replacement Page 55 of 71 this Contract may only be filed and prosecuted in either the King County Superior Court or U.S. District Court for the Western District of Washington, in Seattle, Washington. 1.10 Conflicts of Interest and Non-Competitive Practices A. Conflict of Interest By entering into this Contract to perform Work, the Contractor represents that it has no undisclosed direct or indirect pecuniary or proprietary interest in the Work required to be performed under this Contract, and that it shall not acquire any such interest that conflicts in any manner or degree with the Work required to be performed under this Contract. The Contractor shall not employ any Person or agent having any conflict of interest. In the event that the Contractor or its agents, employees or representatives hereafter acquires such a conflict of interest, it shall immediately disclose such conflict to the City. The City shall require that the Contractor take immediate action to eliminate the conflict up to and including termination for default. B. Contingent Fees and Gratuities By entering into this Contract to perform Work, the Contractor represents that: 1. No Persons except as designated by Contractor shall be employed or retained to solicit or secure this Contract with an agreement or understanding that a commission, percentage, brokerage, or contingent fee would be paid. 2. No gratuities, in the form of entertainment, gifts or otherwise, were offered or given by the Contractor or any of its agents, employees or representatives, to any official, member or employee of the City or other governmental agency with a view toward securing this Contract or securing favorable treatment with respect to the awarding or amending, or the making of any determination with respect to the performance of this Contract. 3. Any Person having an existing Contract with the City or seeking to obtain a Contract who willfully attempts to secure preferential treatment in his or her dealings with the City by offering any valuable consideration, thing or promise, in any form to any City official or employee shall have his or her current Contracts with the City canceled and shall not be able to enter into any other Contract with the City for a period of two (2) years. C. Disclosure of Current and Former City Employees To avoid any actual or potential conflict of interest or unethical conduct: 1. City employees or former City employees are prohibited from assisting with the preparation of proposals or contracting with, influencing, advocating, advising or consulting with a third party, including Contractor, while employed by the City or within one (1) year after leaving City employment if he/she participated in determining the Work to be done or processes to be followed while a City employee. For purposes of this section (1.10), the term “city employee” shall include any individual who may have been an independent contractor, but (a) whose primary place of work was at the city, (b) whose work schedule was directed by any city employee, (c) who maintained an office space at the city, (d) who managed or supervised city employee(s), or (e) who reported hours worked to the city’s finance or payroll department. 2. Contractor shall identify at the time of offer current or former City employees involved in the preparation of proposals or the anticipated performance of Work if awarded the 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 166 of 411 RFP: Enterprise Communication System Replacement Page 56 of 71 Contract. Failure to identify current or former City employees involved in this transaction may result in the City’s termination of this Contract. 3. After Contract award, the Contractor is responsible for notifying the City of current or former City employees who may become involved in the Contract at any time during the term of the Contract. 1.11 Claims and Appeals The Contractor shall address claims for additional time or compensation under the Contract in writing to the Project Sponsor and Project Manager within ten (10) Days of the date in which the Contractor knows or should know of the basis for the claim. Claims shall be accompanied by supporting documentation and citation to applicable provisions in the Contract Documents. The City reserves the right to request additional documentation necessary to adequately review the claim. No claim by the Contractor shall be allowed if asserted after final payment under this Contract. The Project Sponsor and Project Manager shall ordinarily respond to the Contractor in writing with a decision issued jointly, but absent such written response, the claim shall be deemed denied upon the tenth (10th) Day following receipt by the Project Sponsor and Project Manager of the claim, or requested additional documentation, whichever is later. In the event the Contractor disagrees with the determination of the Project Sponsor and Project Manager, the Contractor shall, within five (5) Days of the date of such determination, appeal the determination in writing to the Finance & Information Technology Administrator (FIT Administrator) In the event the FIT Administrator is also the Project Sponsor, the appeal shall be directed to the Assistant Chief Administrative Officer (ACAO) of the City. Such written notice of appeal shall include all information necessary to substantiate the appeal. The FIT Administrator, or ACAO, shall review the appeal and make a determination in writing, which shall be final. Appeal to the FIT Administrator, or ACAO, on additional time or compensation claims shall be a condition precedent to litigation. Pending final decision of a claim and appeal hereunder, the Contractor shall proceed diligently with the performance of the Contract and in accordance with the direction of the Project Sponsor or Project Manager. Failure to comply precisely with the time deadlines under this paragraph as to any claim shall operate as a waiver and release of that claim and an acknowledgment of prejudice to the City. 1.12 Mediation If a dispute arises out of or relates to this Contract, or the breach thereof, and if said dispute cannot be resolved through the claims and appeal process set forth in the Claims and Appeals paragraph above, the parties may, upon mutual agreement, endeavor to settle the dispute in an amicable manner by mediation, or other agreed form of ADR process, prior to commencing litigation. 1.13 Maintenance of Records A. Retention of Records The Contractor and its Subcontractors shall maintain books, records and documents of its performance under this Contract in accordance with generally accepted accounting principles for governmental entities. The Contractor shall retain all financial information, data and records for all Work under the Contract for six (6) years after the date of final payment. B. Audit Access 1. Federal, state or City auditors shall have access to Contractor's and its Subcontractors' records for the purpose of inspection, Cost or Price Analysis, audit or other reasonable purposes related to this Contract. Federal, state or City auditors shall have access to 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 167 of 411 RFP: Enterprise Communication System Replacement Page 57 of 71 records and be able to copy such records during the Contractor's normal business hours. The Contractor shall Provide proper facilities for such access, inspection and copying. 2. Audits may be conducted during or after the Contract period for purposes of evaluating claims by or payments to the Contractor and for any other reason deemed appropriate and necessary by the City. Audits shall be conducted in accordance with generally accepted accounting principles for governmental entities and/or federal, state or City audit procedures, laws or regulations. The Contractor shall fully cooperate with the auditor(s). 3. Proof of Compliance with Contract The Contractor shall, upon request, provide the City with satisfactory documentation of the Contractor's compliance with the Contract. In addition, the Contractor shall permit the City and if federally funded, the Comptroller General of the United States, or a duly authorized representative, to inspect all Work, materials, payrolls and other data and records involving the Contract. 1.14 Other Public Agency Orders Other federal, state, City and local entities may use the terms and conditions established by this Contract if agreeable to all parties. The City does not accept any responsibility or involvement in the purchase orders or contracts issued by other public agencies. 1.15 Environmental Purchasing Policy Contractors able to supply products containing recycled and environmentally preferable materials that meet performance requirements are encouraged to Provide them. The Contractor shall use recycled paper for all printed and photocopied documents related to the submission of this solicitation and fulfillment of the Contract and shall, whenever practicable, use both sides of the paper. 1.16 Nondiscrimination and Equal Employment Opportunity A. Nondiscrimination in Employment and Provision of Services During the performance of this Contract, neither the Contractor nor any party subcontracting under the authority of this Contract shall discriminate or tolerate harassment on the basis of race, color, sex, religion, national origin, marital status, creed, sexual orientation, age, or the presence of any sensory, mental, or physical disability in the employment or application for employment or in the administration or delivery of Services or any other benefits under this Contract. B. Equal Benefits to Employees with Domestic Partners the Contractor agrees that it shall not discriminate in the provision of employee benefits between employees with spouses and employees with domestic partners during the performance of this Contract. Failure to comply with this provision shall be considered a material breach of this Contract, and may subject the Contractor to administrative sanctions and remedies for breach. C. Nondiscrimination in Subcontracting Practices During the term of this Contract, the Contractor shall not create barriers to open and fair opportunities to participate in City Contracts or to obtain or compete for Contracts and Subcontracts as sources of supplies, equipment, construction and Services. In considering offers from and doing business with Subcontractors and suppliers, the Contractor shall not discriminate 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 168 of 411 RFP: Enterprise Communication System Replacement Page 58 of 71 against any person on the basis of race, color, religion, sex, age, national origin, creed, marital status, sexual orientation or the presence of any mental or physical disability in an otherwise qualified disabled person. D. Compliance with Laws and Regulations The Contractor shall comply fully with all applicable federal, state and local laws, ordinances, executive orders and regulations that prohibit discrimination. These laws include, but are not limited to, RCW 49.60, Titles VI and VII of the Civil Rights Act of 1964, the Age Discrimination Act of 1975, the American with Disabilities Act and the Restoration Act of 1987. The Contractor shall further comply fully with any affirmative action requirements set forth in any federal regulations, statutes or rules included or referenced in the Contract documents. E. Small Contractors and Suppliers and Minority and Women Business Enterprises Opportunities While not a requirement of this Contract, the City encourages the Contractor to use businesses, including Small Contractors and Suppliers (SCS), as defined herein, and minority-owned and women-owned business enterprises in City Contracts. The term “Small Contractors and Suppliers” means that a business and the person or persons who own and control it are in a financial condition which puts the business at a substantial disadvantage in attempting to compete for public contracts. The relevant financial condition for eligibility under the Contracting Opportunities Program is set at fifty percent (50%) of the federal Small Business Administration (SBA) small business size standards using the North American Industry Classification System and Owners’ Personal Net Worth less than seven hundred fifty thousand dollars ($750,000). The City encourages the Contractor to use the following voluntary practices to promote open competitive opportunities for small businesses, including SCS firms and minority-owned and women-owned business enterprises: 1. Contact the Washington State Office of Minority and Women's Business Enterprises (OMWBE) to obtain a list of certified minority-owned and women-owned business enterprises at the following website at http://www.omwbe.wa.gov/ or by telephone 360-704-1181 or jwheat@omwbe.wa.gov. 2. Use the small services of available community organizations, consultant groups, local assistance offices, and other organizations that provide assistance in the recruitment and placement of small businesses, including SCS firms and minority-owned and women-owned business enterprises. F. Equal Employment Opportunity Vendor shall execute the attached City of Renton Fair Practices Policy Affidavit of Compliance form, Comply with City Administrative Policy 1.2, and upon completion of the contract Work, file the attached compliance statement. G. Record-Keeping Requirements and Site Visits The Contractor shall maintain, for at least six (6) years after completion of all Work under this Contract, the following: 1. Records of employment, employment advertisements, application forms, and other pertinent data, records and information related to employment, applications for employment or the administration or delivery of Services or any other benefits under this Contract; and 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 169 of 411 RFP: Enterprise Communication System Replacement Page 59 of 71 2. Records, including written quotes, bids, estimates or proposals submitted to the Contractor by all businesses seeking to participate on this Contract, and any other information necessary to document the actual use of and payments to Subcontractors and suppliers in this Contract, including employment records. The City may visit, at any time, the site of the Work and the Contractor’s office to review the foregoing records. The Contractor shall Provide every assistance requested by the City during such visits. In all other respects, the Contractor shall make the foregoing records available to the City for inspection and copying upon request. If this Contract involves federal funds, the Contractor shall comply with all record keeping requirements set forth in any federal rules, regulations or statutes included or referenced in the Contract. H. Sanctions for Violations Any violation of the mandatory requirements of the provisions of paragraph 1.16 shall be a material breach of this Contract, for which the Contractor may be subject to damages, withholding payment and any other sanctions provided for by this Contract and by applicable law. I. Required Submittals Upon Completion of Work Upon completion of Work and as a condition precedent to final payment, the Contractor shall submit a Final Affidavit of Amounts Paid to City of Renton Finance & Information Technology Department. Identify amounts actually paid, and any amounts owed, to each Subcontractor and/or supplier (if applicable) for performance under this Contract. Failure to submit such affidavits may result in withholding of payments or the final payment. * * * *Option To Be Included When Services Will Be Provided* * * * J. Compliance with Section 504 of the Rehabilitation Act of 1973 The contractor has evaluated its services, programs and employment practices for compliance with Section 504 of the Rehabilitation Act of 1973, as amended (“504”), and the Americans with Disabilities Act (“ADA”). 1.17 Prevailing Wage Contractor and Subcontractors shall pay prevailing wages. 1.18 Severability Whenever possible, each provision of this Contract shall be interpreted to be effective and valid under applicable law. If any provision is found to be invalid, illegal or unenforceable, then such provision or portion thereof shall be modified to the extent necessary to render it legal, valid and enforceable and have the intent and economic effect as close as possible to the invalid, illegal and unenforceable provision. If it is not possible to modify the provision to render it legal, valid and enforceable, then the provision shall be severed from the rest of this Contract. The invalidity, illegality or unenforceability of any provision shall not affect the validity, legality or enforceability of any other provision of this Contract, which shall remain valid and binding. 1.19 No waiver of Breach No action or failure to act by the City shall constitute a waiver of any right or duty afforded to the City under the Contract; nor shall any such action or failure to act by the City constitute an approval of, or acquiescence in, any breach hereunder, except as may be specifically stated by the City in writing. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 170 of 411 RFP: Enterprise Communication System Replacement Page 60 of 71 II. SPECIFIC CONTRACTUAL TERMS AND CONDITIONS 2.1 Execution of the Contract The documents constituting the Contract between the City and the Contractor are intended to be complementary so that what is required by any one of them shall be as binding as if called for by all of them. Upon the Effective Date, the City shall issue purchase order(s) directing the Work to be performed. The Contract may be executed in counterparts, any of which shall be deemed an original and which shall together constitute one Contract. 2.2 Contract Term The initial term of this Contract shall be X (X) years, and may be extended for additional XXX increments, commencing on the Effective Date of the Contract and subject to the termination provisions at paragraph 1.3, Termination for Convenience/Default/Non-Appropriation. The Warranty Period begins at Final Acceptance and continues for a period of twelve (12) months. Upon the completion of the Warranty Period, the Maintenance Agreement begins and continues from year to year unless terminated as described in this Contract. The maximum term for this Contract, consisting of the initial term plus extensions, is X (X) years unless extended by written agreement signed by all parties. The Software License shall be perpetual. If during the Contract term, additional units or services need to be purchased, the City will pay either the unit cost as identified in the Contract or the then current market value, whichever is more beneficial to the City 2.3 Notices All notices or documentation required or Provided pursuant to this Contract shall be in writing and shall be deemed duly given when delivered to the addresses set forth below. For Project Management related notices, questions or documentation: CITY OF RENTON CONTRACTOR Project Manager Name 1055 South Grady Way Renton, WA 98057 (425) 430-xxxx xxxxxx@rentonwa.gov 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 171 of 411 RFP: Enterprise Communication System Replacement Page 61 of 71 For Contract related notices, questions or documentation contact: Project Sponsor Name: name City of Renton 1055 South Grady Way Renton, WA 98057 (425) 430-xxxx xxxxxx@rentonwa.gov 2.4 Notices for Appeal: Where FIT Administrator is NOT Project Sponsor Where FIT Administrator is Project Sponsor Iwen Wang, FIT Administrator Marty Wine, Ass’t Chief Admin. Officer City of Renton City of Renton 1055 South Grady Way 1055 South Grady Way Renton, WA 98057 Renton, WA 98057 (425) 430-6858 (425) 430-6526 IWang@rentonwa.gov MWine@rentonwa.gov 2.5 Payment Procedures A. Invoices The Contractor for Work Accepted by the City shall furnish invoices to the Project Manager. Important – When a purchase order is issued against this Contract that has the potential for multiple or partial deliveries, a separate invoice shall be generated for each completed delivery Accepted by the City. All invoices shall include the following information: purchase order number, requester's name and phone number, date of invoice, invoice number and invoice total. For each item in the Contract, provide: item number, quantity, description, Contract price and when applicable provide the manufacture, list price and discounts. For Services, invoices shall identify either milestones Accepted, hours worked and Contract hourly rates, or authorized fees. The City will not be bound by prices contained in an invoice that are higher than those in this Contract. The invoice may be rejected and returned to the Contractor for a correct invoice. FAILURE TO COMPLY WITH THESE REQUIREMENTS OR TO PROVIDE AN INVOICE IN CONFORMANCE WITH THE CONTRACT MAY DELAY PAYMENT. B. Payments Within thirty (30) Days after receipt of an invoice, other than a rejected invoice, the City shall pay the Contractor for Accepted Work, upon acceptance of payment Contractor waives any claims for the Work covered by the invoice. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 172 of 411 RFP: Enterprise Communication System Replacement Page 62 of 71 1. The City will pay invoices submitted by the selected vendor as progress is made against mutually agreed upon milestones and deliverables on the implementation project and agreed upon service stipulated in the final agreement. Prior to payment, invoices will be reviewed to determine if billing is reflective of actual agreed upon project progression and performance. Upon acceptance of the billing by the City’s Project Manager the payment will be processed and submitted to the vendor. * * * * *Use for SERVICES* * * * * 2. There will be a holdback of 20% of the total system cost which will not be paid until Final Acceptance by the City. The City agrees that acceptance shall not be unreasonably delayed. C. Subcontractor Prompt Payment The Contractor agrees to pay each Subcontractor under this Contract for satisfactory performance of its Subcontract within thirty (30) Days from the receipt of each payment the Contractor receives from the City. 2.6 Purchase Orders Purchase orders shall be issued referencing this Contract number. Purchase order(s) shall define and authorize the Work by the Contractor based on the prices contained in this Contract. The purchase orders issued by the City may reflect agreed to Contract Amendments. 2.7 Pricing Prices shall be as stated in the Contract Price, and shall remain firm during the initial term. Any price adjustments shall be addressed in accordance with paragraph 1.2, Contract Amendment. 2.8 Shipping Charges All prices shall include freight FOB to the designated delivery point. The City shall reject requests for additional compensation for freight charges. 2.9 Acceptance Process The City may Accept Work by phase or milestone as specified in the Scope of Work. The Contractor will give the City “notice of completion” of Work related to a specific milestone following the Contractor’s completion of all such Work in accordance with the requirements in the Contract. A. Acceptance Process Upon completion of the milestone deliverables, the Contractor will notify the City and the Acceptance process will commence. Acceptance shall be based on conformance with the Scope of Work. After notice by Contractor of completion of the milestone, City will issue a written notice of milestone Acceptance or Provide Contractor with a notification of rejection, which will include documentation of the specific grounds for the rejection, outlining items not in compliance with the deliverables. B. Correction of Deficiencies Process If a deliverable is rejected, Contractor will have a commercially practicable time to correct items documented in the City’s notification of rejection. Following the receipt of Contractors’ notice that the Work has been corrected, the City will issue a written notice of Acceptance or provide Contractor with a notification of rejection, which will include documentation of the specific grounds for the rejection, outlining Work not in compliance with the milestone. The project 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 173 of 411 RFP: Enterprise Communication System Replacement Page 63 of 71 schedule will be adjusted accordingly in the event that a dispute regarding the method or accuracy of the correction causes a delay. If the deliverable(s) fails to comply with the milestone after Contractor’s second attempt to correct the Work and no clear plan can be agreed upon between the City Project Manager and the Contractor’s Project Manager, the City will determine the appropriate corrective action(s) up to and, including declaring a breach of Contract. 2.10 Final Acceptance Process The City shall begin the Final Acceptance process as follows: A. The parties shall agree on the start date for the Acceptance test. B. The Acceptance test shall include sixty (60) days of continuous operation of the Work without material defect in accordance with the Contract in the City’s fully implemented production environment. C. If the City Accepts the Work, the City will send a notice of Final Acceptance to the Contractor. D. If the City determines that the Work is not Acceptable, the City shall notify the Contractor in writing, describing the deficiencies. E. The Contractor shall either Provide a detailed, written plan to achieve Final Acceptance or to make corrections or replacements within a mutually agreed upon time period. The parties shall mutually agree on a start date for beginning another Acceptance test. F. Another sixty (60) Day successful operation period shall follow any corrections or replacements to the Work. Subsequent thirty five (35) Day operation Acceptance test periods can occur if mutually agreed to by the parties. G. If the City Accepts the Work following a second or subsequent Acceptance test the City will send a notice of Final Acceptance to the Contractor. H. If the Contractor does not correct or replace the unacceptable Work the City may declare a breach of Contract. 2.11 Warranty Provisions A. No Waiver of Warranties and Contract Rights Conducting of tests and inspections, review of Scope of Work or plans, payment for Work, or Acceptance or Final Acceptance of the Work by the City shall not constitute a waiver of any rights under this Contract or in law. The termination of this Contract shall in no way relieve the Contractor from its warranty/guarantee responsibility. B. Warranty Term The Contractor warrants that the Work performed under this Contract shall be free from defects in material and workmanship, and shall conform all requirements of this Contract, for a period of twelve (12) months from date of Final Acceptance of such Work by the City. Any Work corrected shall be subject to this paragraph to the same extent as the Work initially Provided. C. Warranty Applicable to Third Party Suppliers, Vendors, Distributors and Subcontractors The Contractor shall ensure that the warranty requirements of this Contract are enforceable through and against the Contractor's suppliers, vendors, distributors and Subcontractors. The Contractor is responsible for liability and expense caused by any inconsistencies or differences between the warranties extended to the City by the Contractor and those extended to the 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 174 of 411 RFP: Enterprise Communication System Replacement Page 64 of 71 Contractor by its suppliers, vendors, distributors and Subcontractors. Such inconsistency or difference shall not excuse the Contractor's full compliance with its obligations under this Contract. The Contractor shall cooperate with the City in facilitating warranty related Work by such suppliers, vendors, distributors and Subcontractors. * * * * * Optional paragraph for Services RFP’s * * * * * * 2.12 Express Warranties for Services A. Contractor warrants that the Services shall in all material respects conform to the requirements of this Contract. B. Contractor warrants that qualified professional personnel with in-depth knowledge shall perform the Services in a timely and professional manner; and that the Services shall conform to the standards generally observed in the industry for similar Services. C. Contractor warrants that the Services shall be in compliance with all applicable laws, rules and regulations. D. Contractor warrants that the performance of the Services and any Software Provided is free from intentional Viruses, disabling code or other intentional programming defects. Prohibited intentional programming defects include, but are not limited to, features such as “backdoor shutdown mechanisms”, “time bombs”, “automatic unauthorized connection to outside systems”, programming that responds to or provides information to outside systems’ “pinging”, and features that can “retire”, “shut down”, “cripple” or “stop” the Software. Contractor further warrants that neither the Software alone or through contact with the Contractor is capable of electronic self-help that may deprive the City of the use of the licensed Software. THE EXPRESS WARRANTIES SET FORTH IN THIS SECTION ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. * * * * * Optional paragraph for Software RFP’s * * * * * 2.13 Express Warranties for Software A. Contractor warrants that on the date of Final Acceptance, the Software Provided hereunder shall be free from programming Errors and when used in accordance with this Contract shall operate and conform to the Scope of Work, performance capabilities, functions and other descriptions and standards as identified in this Contract and all supplemental information Provided by Contractor. B. Contractor warrants that it has full power and authority to license or sublicense the Software to the City without the consent of any other Person. C. Contractor warrants that the Software, the License to the City to use the Software, instructions for use of the Software, Documentation and the performance by Contractor of the Services, shall be in compliance with all applicable laws, rules and regulations. D. Contractor warrants the tapes, CD’s, DVD’s or other media delivered to the City to be free of defects in materials and workmanship under normal use for sixty (60) Days from the date of receipt by the City. E. Contractor warrants that the Software Provided is free from intentional Viruses, disabling code or other intentional programming defects. Prohibited intentional programming defects include, but are not limited to, features such as “backdoor shutdown mechanisms”, “time bombs”, “automatic unauthorized connection to outside systems”, programming that responds to or Provides 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 175 of 411 RFP: Enterprise Communication System Replacement Page 65 of 71 information to outside systems’ “pinging”, and features that can “retire”, “shut down”, “cripple” or “stop” the Software. Contractor further warrants that neither the Software alone or through Contract with the Contractor is capable of electronic self-help that may deprive the City of the use of the licensed Software. F. Contractor warrants that future maintenance or Software releases shall not degrade the Software, cause a breach of any other warranty or require the City to purchase new or additional hardware or Software for continued operation of the Software. G. Contractor warrants functionality as described in the Scope of Work and represents that the Work identified in the Contract has been specifically selected, designed, and/or configured for the City as being an operationally efficient integration of Hardware, Software and Services. H. Contractor shall be responsible for Providing and implementing a Software and/or Hardware system that is successfully integrated into the existing system environment of the City and meets the functional requirements as specified in this Contract. THE EXPRESS WARRANTIES SET FORTH IN THIS SECTION ARE IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. 2.14 Express Warranties for Hardware A. All hardware will include a complete warranty covering all parts, labor, travel and all other expenses, for a period of a minimum of one (1) year from final Acceptance. The Contractor shall serve as a single point of contact, and provide the name, address and telephone number of the individual to contact when maintenance is required. The Contractor shall further provide escalation procedures and contact names and numbers to be used when normal maintenance procedures are not adequate to resolve problems. 2.15 Warranty Remedies A. If at any time during the twelve (12) month period immediately following Final Acceptance of any Work covered by this Contract, Contractor or the City discovers one or more material defects or Errors in the Work or any other aspect in which the Work materially fails to meet the provisions of the warranty requirements herein Contractor shall, at its own expense and within thirty (30) Days of notification of the defect by the City, correct the defect, Error or nonconformity by, among other things, making additions, modifications, adjustments, or replacements to the Work as may be necessary to keep the Work in operating order in conformity with the warranties herein. Any Work corrected shall be subject to this subsection to the same extent as the Work initially Provided. B. There must be a sixty (60) day warranty period, during which the City may return defective hardware to Contractor and it shall be replaced without charge to the City. C. In order to qualify for remedial action under these warranties, the City shall report a warranty failure to the Contractor in writing within eighteen (18) months from the date of Final Acceptance. The Contractor shall not be responsible for remedial action under this warranty to the extent the failure to meet the warranty is caused by modification to the product(s) by the City or anyone other than the Contractor or its Subcontractors, unless under Contractor’s or its Subcontractor’s direction. D. The City shall give written notice of any defect to the Contractor. If the Contractor has not corrected the defect within thirty (30) Days after receiving the written notice, the City, in its sole 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 176 of 411 RFP: Enterprise Communication System Replacement Page 66 of 71 discretion, may correct the defect itself. In the case of an emergency where the City believes delay could cause serious injury, loss or damage, the City may waive the written notice and correct the defect. In either case, the City shall charge-back the cost for such warranty repair to the Contractor. E. The Contractor is responsible for all costs of repair or replacement in order to restore the Work to the applicable Contract requirements or Scope of Work, including shipping charges, for Work found defective within the warranty period, regardless of who actually corrects the defect. 2.16 Defective Work Prior to Final Acceptance, when and as often as the City determines that the Work, furnished under the Contract is not fully and completely in accordance with any requirement of the Contract, it may give notice and description of such non-compliance to the Contractor. Within seven (7) Days of receiving such written notification, the Contractor shall supply the City with a detailed, written plan which indicates the time and methods needed to bring the Work in compliance with the Contract. The City may reject or accept this plan at its discretion. If the City rejects the plan the Contractor may be determined to be in material default of the Contract. This procedure to remedy defects is not intended to limit or preclude any other remedies available to the City by law, including those available under the Uniform Commercial Code, Title 62A RCW. 2.17 Hardware and Software Warranty Process During the warranty period, Hardware and Software support shall be as described in the Maintenance Agreement, Section 3 of this RFP. 2.18 Hardware and Software Maintenance After the warranty period, Hardware and Software Maintenance support shall be as described in the Maintenance Agreement, Section 3 of this RFP. ***** USE "Ownership/Rights to Work Product" only if the Contract is for R & D (RESEARCH & DEVELOPMENT or SOFTWARE DEVELOPMENT) and exceeds five million dollars ($5,000,000). **** 2.19 Ownership/Rights to Work Product A. All data and Work (collectively called “Work Product”) produced pursuant to this Contract shall be considered “work made for hire” under the U.S. Copyright Act, 17 U.S.C. §101 et seq., and shall be owned by the City. Contractor is hereby commissioned to create the Work Product. Ownership includes the right to copyright, patent, register and the ability to transfer these rights and all information used to formulate such Work Product. B. If for any reason the Work Product would not be considered a “work made for hire” under applicable law, Contractor assigns and transfers to the City the entire right, title and interest in and to all rights in the Work Product and any registrations and copyright applications relating thereto and any renewals and extensions thereof. C. Contractor shall execute all documents and perform such other proper acts, as the City may deem necessary to secure for the City the rights Provided pursuant to this paragraph. D. Contractor shall not use or in any manner disseminate any Work Product to any third party, or represent in any way Contractor ownership in any Work Product, without the prior written permission of the City. Contractor shall take all reasonable steps necessary to ensure that its agents, employees, or Subcontractors shall not copy or disclose, transmit or perform any Work Product or any portion thereof, in any form, to any third party. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 177 of 411 RFP: Enterprise Communication System Replacement Page 67 of 71 E. Work Product developed for this Contract including preexisting material needed to operate the Work Product shall be transferred to the City with a non-exclusive, royalty-free, irrevocable license to publish, translate, reproduce, deliver, perform, display, and dispose of such preexisting material, and to authorize others to do so except that such license shall be limited to the extent to which Contractor has a right to grant such a license. 2.20 Independent Status of Contractor In the performance of this Contract, the parties shall be acting in their individual, corporate or governmental capacities and not as agents, employees, partners, joint ventures, or associates of one another. The parties intend that an independent Contractor relationship shall be created by this Contract. The employees or agents of one party shall not be deemed or construed to be the employees or agents of the other party for any purpose whatsoever. Contractor shall not make any claim of right, privilege or benefit, which would accrue, to an employee under RCW 41.06., or RCW Title 51. 2.21 Non-Disclosure of Data Data provided by the City either before or after Contract award shall only be used for its intended purpose. Contractors and Subcontractors shall not use nor distribute the City data in any form without the express written approval of the City. 2.22 Non-Disclosure Obligation While performing the Work under this Contract, the Contractor may encounter personal information, licensed technology, Software, Documentation, drawings, schematics, manuals, data and other materials described as “Confidential”, “Proprietary” or “Business Secret”. The Contractor shall not disclose or publish the information and material received or used in performance of this Contract. This obligation is perpetual. The Contract imposes no obligation upon the Contractor with respect to confidential information which the Contractor can establish that: a) was in the possession of, or was rightfully known by the Contractor without an obligation to maintain its confidentiality prior to receipt from the City or a third party; b) is or becomes generally known to the public without violation of this Contract; c) is obtained by the Contractor in good faith from a third party having the right to disclose it without an obligation of confidentiality; or, d) is independently developed by the Contractor without the participation of individuals who have had access to the City’s or the third party’s confidential information. If the Contractor is required by law to disclose confidential information the Contractor shall notify the City of such requirement prior to disclosure, to allow City to seek legal protection of such information. The notice shall allow for ten (10) business days to take whatever action the City deems necessary to protect its interests. 2.23 Public Disclosure Requests This Contract shall be considered a public document and will be available for inspection and copying by the public in accordance with the Public Records Act, RCW 42.56 (the “Act”). If the Contractor considers any portion of any record provided to the City under this Contract, whether in electronic or hard copy form, to be protected under law, the Contractor shall clearly identify each such portion with words such as “CONFIDENTIAL,” “PROPRIETARY” or “BUSINESS SECRET.” If a request is made for disclosure of such portion, the City will determine whether the material should be made available under the Act. If the City determines that the material is subject to disclosure, the City will notify the Contractor of the request and allow the Contractor ten (10) business days to take whatever action it deems necessary to protect its interests. If the Contractor fails or neglects to take such action within said period, the City will release the portions of record(s) deemed by the City to be subject to disclosure. The City shall not be liable to the Contractor for inadvertently releasing records pursuant to a 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 178 of 411 RFP: Enterprise Communication System Replacement Page 68 of 71 disclosure request not clearly identified by the Contractor as “CONFIDENTIAL,” “PROPRIETARY” or “BUSINESS SECRET.” 2.24 Pricing of Spare Parts The City may, in its discretion, conduct a Cost or Price Analysis on specific spare parts, including but not limited to if pricing appears to be in excess of standard industry pricing for similar parts. The City is not required to purchase spare parts under this Contract if it can purchase the same item(s) from another source under terms that are more advantageous to the City. 2.25 Product Return The City reserves the right to return to the Contractor, those parts and supplies determined to be surplus and no longer required by the City. Parts and supplies eligible for return to the Contractor shall have been ordered by the City for inventory or as spares, be unused, and in the same general condition as when received. The City shall advise the Contractor in writing of its intention to return any parts and supplies before the Contract closes. The Contractor shall only be authorized a restocking fee if agreed to at the time of Contract execution and as described in Attachment A, Price, for the return of parts and supplies. The Contractor shall, at the City’s option, issue a credit for the dollar value of the merchandise returned or refund that dollar amount (less any restocking fee) to the City. This paragraph does not apply to any merchandise made to order for the City. 2.26 No Prototype Components All Work shall be in production and be used by customers comparable to the City at the time of the Contract Effective Date. Test or prototype items shall be clearly identified as such. A sufficient inventory of the Work shall be available to meet delivery requirements. 2.27 Industrial and Hazardous Waste The Contractor shall comply with all applicable local ordinances, state and federal statutes, and supporting rules and regulations governing the discharge of industrial waste to a public sewer, private sewer, or side sewer tributary to any sewerage system. Contractor shall handle and dispose of all hazardous wastes in compliance with all applicable local, state and federal laws and regulations, including the Resource Conservation and Recovery Act, the Washington Hazardous Waste Management Act, and applicable rules and regulations of the Environmental Protection Agency and the Department of Ecology governing the generation, storage, treatment, transportation or disposal of hazardous wastes. 2.28 Prohibition on Asbestos-Containing Products Asbestos-containing products shall not be provided to the City under this Contract, unless no practicable alternative for the asbestos-containing product exists and the Contractor obtains the written consent of the City. The Contractor shall notify the City in writing at least sixty (60) Days before it plans to supply the City with an asbestos-containing product. The City shall respond to such notification within thirty (30) Days of receipt. The Contractor shall comply with applicable state, federal and local labeling and other laws, regulations and ordinances pertaining to asbestos-containing products, including, but not limited to, the State of Washington Industrial Safety and Health Act and the federal Occupational Safety and Health Act. * * * * Use the following paragraph "Design Defects" Only For Hardware * * * * 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 179 of 411 RFP: Enterprise Communication System Replacement Page 69 of 71 2.29 Design Defects The City shall declare a design defect in the event that *** twenty percent (20%)*** of the number of like items purchased under this Contract fail for the same failure. The City shall notify the Contractor of the defect in writing; the Contractor shall Provide a modification, redesign or a plan to correct the defect within xx (xx ) Days of receipt of the notification. The warranty period and terms for corrected items shall be the same as for the initial items purchased under this Contract. An extended warranty on items determined to be design defects shall have the same term as the original warranty. This extended warranty shall begin on the correction of the defect. If repairs or modifications made necessary by design defects are not completed for an extended period of time, the extended period of the lack of correction shall not be considered in computing the warranty end date. The same warranty shall remain in effect until a correction is implemented. 2.30 Changed Requirements New federal, state and City laws, regulations, ordinances, policies and administrative practices may be established after the Contract Effective Date is established and may apply to this Contract. To achieve compliance with changing requirements, the Contractor agrees to accept all changed requirements that apply to this Contract and require Subcontractors to comply with revised requirements as well. Changed requirements shall be implemented through paragraph 1.2, Contract Amendment. ***********for use when Contract includes Research and Development only or where the Work is in excess of five million dollars ($5,000,000) ************* 2.31 Patents, Copyrights and Rights in Data Any patentable result or materials suitable for copyright arising out of this Contract shall be owned and retained by the City. The City in its sole discretion shall determine whether it is in the public's interest to release or make available any patent or copyright. The Contractor agrees that the ownership of any plans, drawing, designs, Scope of Work, computer programs, technical reports, operating manuals, calculations, notes and other Work submitted or which is specified to be delivered under this Contract, whether or not complete (referred to in this paragraph as "Subject Data") shall be vested in the City. All such Subject Data furnished by the Contractor pursuant to this Contract, other than documents exclusively for internal use by the City, shall carry such notations on the front cover or a title page, (or in such case of maps, in the name block), as may be requested by the City. The Contractor shall also place its endorsement on all Contractor-furnished Subject Data. All such identification details shall be subject to approval by the City prior to printing. The Contractor shall ensure that the substance of foregoing paragraph is included in each Subcontract for the Work under this Contract. 2.32 Software License Subject to the terms and conditions set forth in this Contract and the Software License Agreement, Attachment E, including payment of the license fees by City to Contractor, Contractor hereby grants to City a perpetual, non-exclusive, non-transferable license to use the Software, including any Software and Source Code released, as well as any Documentation. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 180 of 411 RFP: Enterprise Communication System Replacement Page 70 of 71 2.33 Disaster Recovery In the event a disaster is declared at any City site(s), Contractor will allow the City the right to use the Software in accordance with the Software License Agreement, Attachment E at the recovery site identified by the City, at no additional cost to the City for moving the Software to the recovery site Services or maintenance. 2.34 Bug Status Reports The Contractor shall Provide bug status reports specifying all known outstanding bugs in the current version of the Software. The initial bug status report shall accompany the Software when delivered. Subsequent reports shall be Provided monthly or as agreed to by the City Project Manager. 2.35 Enhancements, Upgrades, Replacements and New Versions of Software A. The Contractor agrees to Provide to the City, at no cost, prior to, and during installation and implementation of the system any Software/firmware Enhancements, Upgrades and replacements which the Contractor initiates, or generates. B. As long as the City has a Maintenance Agreement , Attachment F, the Contractor shall notify the City of the availability of newer versions of the Software and within thirty (30) Days Provide the City with this new version. The Contractor shall Provide Updated Documentation in the form of new revision manuals or changed pages to current manuals consistent with the original Documentation supplied and reflecting the changes included in the new version of the Software. The Contractor shall Provide bug status reports specifying all known, outstanding bugs in the new Software version(s). The information shall be updated periodically as new information and work- arounds become known. The Contractor shall also Provide installation instructions, procedures and any installation program required by the Enhancement, Upgrade, Replacement or New Versions of the Software. C. Contractor shall configure the most robust and cost-effective, latest-technology system to meet the City's needs and developing systems requirements. The Software and Hardware to be delivered shall be the current production version as determined by the City. D. The Vendor agrees that as long as the City is current on its annual maintenance with the Vendor that the City shall have the right, at its option, to migrate to any new Software product with similar functionality that the Vendor develops, sells or acquires, including but not limited to Software written in a new language, on a new platform, and/or on a new database, at no charge to the City. 2.36 HIPAA – Protecting Patient Privacy The Work under this Contract may require compliance with “The Health Insurance Portability and Accountability Act of 1996” (HIPAA). 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 181 of 411 RFP: Enterprise Communication System Replacement Page 71 of 71 III. INSURANCE REQUIREMENTS 3.1 Evidence and Cancellation of Insurance A. Prior to execution of the Contract, the Contractor shall file with the City evidence of insurance and endorsements from the insurer(s) certifying to the coverage of all insurance required herein. All evidence of insurance shall be certified by a properly authorized officer, agent, general agent or qualified representative of the insurer(s) and shall certify the name of the insured, the type and amount of insurance, the location and operations to which the insurance applies, the expiration date, and that the City shall receive notice at least forty-five (45) Days prior to the effective date of any cancellation, lapse or material change in the policy. B. The Contractor shall, upon demand of the City, deliver to the City all such policies of insurance, and all endorsements and riders, and the receipts for payment of premiums thereon. C. Failure to Provide such insurance in a timeframe acceptable to the City shall enable the City to suspend or terminate the Contractor's Work hereunder in accordance with Contract provisions regarding "Termination for Convenience/Default/Non-appropriation." Suspension or termination of this Contract shall not relieve the Contractor from its insurance obligations hereunder. 3.2 Insurance Requirements A. The Contractor shall obtain and maintain the minimum insurance set forth below. By requiring such minimum insurance, the City shall not be deemed or construed to have assessed the risks that may be applicable to the Contractor under this Contract. The Contractor shall assess its own risks and, if it deems appropriate and/or prudent, maintain greater limits and/or broader coverage. Nothing contained within these insurance requirements shall be deemed to limit the Scope, application and/or limits of the coverage afforded, which coverage shall apply to each insured to the full extent provided by the terms and conditions of the policy(s). Nothing contained with this provision shall affect and/or alter the application of any other provision contained with this Contract. For all coverages: 1. Each insurance policy shall be written on an “occurrence” form; excepting insurance for professional liability/errors and omissions. Professional liability/errors and omissions when required, may be acceptable on a “claims made” form. 2. If coverage is approved and purchased on a “Claims Made” basis, the Contractor warrants continuation of coverage, either through policy renewals or the purchase of an extended discovery period, if such extended coverage is available, for not less than three (3) years from the date of completion of the Work which is the subject of this Contract. B. Minimum Scope of Insurance Coverage shall be at least as broad as: 1. General Liability: The Consultant shall secure and maintain commercial liability insurance in the amount of $1,000,000 in full force throughout the duration of this Consultant Agreement. It is agreed that on the CONTRACTOR’s policy, the City of Renton will be named as Additional Insured(s) on a non-contributory primary basis. A 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 182 of 411 RFP: Enterprise Communication System Replacement Page 72 of 71 certificate of insurance and the Primary & Non-Contributory Additional Insurance Endorsement page, properly endorsed, shall be delivered to the City before executing the work of this Contract. Please note: The cancellation language must read “Should any of the above described policies be cancelled before the expiration date thereof, the issuing company will mail 45 days’ written notice to the certificate holder named herein.” 2. Automobile Liability: In the event that use of an automobile is required in the performance of this Contract, Automobile Liability coverage shall be Provided, with the minimum limits set out herein. 3. Professional Liability: Professional Liability, Errors and Omissions coverage. In the event that services pursuant to this Contract either directly or indirectly involve or require professional Services, Professional Liability, Errors and Omissions coverage shall be Provided. 4. Workers’ Compensation: Workers’ Compensation coverage, as required by the Industrial Insurance Act of the State of Washington, as well as any similar coverage required for this Work by applicable federal or “Other States” State Law. 5. Employers Liability or “Stop Gap”: The protection Provided by the Workers Compensation Policy Part 2 (Employers Liability) or, in states with monopolistic state funds, the protection provided by the “Stop Gap” endorsement to the General Liability policy. 3.3 Minimum Limits of Insurance A. The Contractor shall maintain limits no less than, for: 1. General Liability: $1,000,000 combined single limit per occurrence for bodily injury, personal injury and property damage, and for those policies with aggregate limits, a $2,000,000 aggregate limit. 2. Automobile Liability: $1,000,000 combined single limit per accident for bodily injury and property damage. 3. Professional Liability, Errors and Omissions: $1,000,000 per Claim and in the Aggregate. 4. Workers’ Compensation: Statutory requirements of the state of residency. 5. Employers Liability Stop Gap: $1,000,000. 6. Deductibles and Self-Insured Retentions: Any deductibles or self-insured retentions shall be declared to, and approved by, the City. The deductible and/or self-insured retention of the policies shall not limit or apply to the Contractor’s liability to the City and shall be the sole responsibility of the Contractor. 7. Other Insurance Provisions: The insurance Provided pursuant to these requirements shall be on a Primary and Non-Contributory basis. Any insurance and/or self-insurance maintained by the City, its officers, officials, employees or agents shall not contribute with the insurance or benefit the Contractor in any way. 8. Liability Policies: The City, its officers, officials, employees and agents are to be covered as additional insureds as respects liability arising out of activities performed by or on behalf of the Contractor in connection with this Contract. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 183 of 411 RFP: Enterprise Communication System Replacement Page 73 of 71 To the extent of the Contractor’s negligence, the Contractor’s insurance coverage shall be primary insurance as respects the City, its officers, officials, employees and agents. The Contractor’s insurance shall apply separately to each insured against whom a claim is made and/or lawsuit is brought, except with respect to the limits of the insurer’s liability. B. Acceptability of Insurers Unless otherwise approved by the City: Insurance is to be placed with insurers with a Bests’ rating of no less than A:VIII, or, if not rated with Bests’, with minimum surpluses the equivalent of Bests’ surplus size VIII. All insurance shall be obtained from an insurance company authorized to do business in the State of Washington. If at any time one of the foregoing policies shall fail to meet the above stated requirements, the Contractor shall, upon notice to that effect from the City, promptly obtain a new policy, and shall submit the same to the City, with the appropriate certificates and endorsements, for approval. C. Subcontractors The Contractor shall include all Subcontractors as insureds under its policies, or shall furnish separate certificates of insurance and policy endorsements for each Subcontractor. Insurance coverages provided by Subcontractors as evidence of compliance with the insurance requirements of this Contract shall be subject to all of the requirements stated herein. D. Work Site Safety The Contractor shall have the “right to control” and bear the sole responsibility for the job site conditions, and job site safety. The Contractor shall comply with all applicable federal, state and local safety regulations governing the job site, employees and Subcontractors. The Contractor shall be responsible for the Subcontractor’s compliance with these provisions. E. Endorsements Additional Insured Endorsement shall be included with the certificate of insurance. The City requires this Endorsement to complete the Contract. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 184 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 185 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 186 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 1 TRI-TEC Communications, Inc. 25130 74th Avenue South Kent, WA 98032 July 13, 2011 Subject: Enterprise Communication System Replacement The enclosed proposal is submitted in response to the above-referenced Request for Proposal. Through submission of this proposal we agree to all of the terms and conditions of the Request for Proposal unless otherwise noted. We have carefully read and examined the Request for Proposal and have conducted such other investigations as were prudent and reasonable in preparing the proposal. We agree to be bound by statements and representations made in this proposal and to any agreement resulting from the proposal. Yours truly, ORIGINAL IS SIGNED COPY (Signature) Name: _____________Scott Grieben_______________ (Type or print) Title: President Legal name of Proponent: TRI-TEC Communications, Inc. Date: July 13, 2011 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 187 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 2 Section 2 - Vendor Description & Qualifications Provide a description of the qualifications and experience of your firm. Include responses to the specific required items listed in Section 1 of this RFP regarding Manufacturer Qualifications and Service Provider Qualifications. We are proud to present this response to City of Renton’s Request for Proposal. This proposal documents TRI-TEC’s strategy, benefits and differentiators. You’ll also see our commitment to deliver service to you in a complete, timely and reliable manner and offer you ongoing value . Celebrating our 21st year, TRI-TEC provides communications solutions to thousands of satisfied customers. Whether you are deploying a new enterprise wide UC solution or adding applications to an existing network, we’ll take the time to educate you on your choices then provide solid recommendations that fit the way you do business. Our clients remember the way the project was managed as much as the product that was installed. Our business has evolved from our traditional role as an installer and maintena nce provider of PBX’s and voice networks into the IT space where we provide converged and unified communications applications and hardware that leverage the clients IT infrastructure. While we retain and continue to enhance our voice network applications and hardware expertise, we have broadened our core competencies to include IT disciplines. You know your business. Manufacturers know their products. As a reseller of multiple industry leading manufacturers, TRI-TEC will know both. We offer the full scope of overall system components and can help you choose the best product combinations. Having options is a good thing. Having someone with the expertise to help you sort through them is even better. For City of Renton, TRI-TEC recommends the Mitel Communications Director on the 3300 MXeIII hardware platform. Mitel’s comprehensive suite of voice applications will create a truly unified communications environment for the City of Renton. Citizens and staff alike can look forward to a consistent predictable phone experience throughout the City. When you consider TRI-TEC’s combination of knowledge, selection, experience, relationships with customers and manufacturers, our value added services and extras you ’ll find TRI-TEC to be the technology partner that’s right for you. We strive to understand your needs and have structured our response to fit your requirements. If we need to adjust this proposal – based on additional information or changing requirements - please let us know and we’ll respond promptly. We believe our proposal offers City of Renton a compelling opportunity. We respectfully ask that City of Renton choose TRI-TEC as your provider for the proposed services so we may collaborate and apply our flexibility, creativity, quality and integrity to form a mutually rewarding partnership. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 188 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 3 Historical and Background Information Proponents shall provide historical and background information concerning their firms, including all of the following information: Name, mailing address, email address, telephone and facsimile numbers of firm TRI-TEC Communications, Inc. 25130 74th Avenue South Kent, WA 98032 253-852-7777 voice 253-852-5660 fax www.tri-tec.com Carmen Ey – Director of Sales CarmenE@Tri-Tec.com Federal tax identification number 91-1471747 Amount of time in business 21 years. Number of employees locally and nationally 34 Number of systems of the model, size and complexity proposed for the City installed by Proponent locally and nationally TRI-TEC has been a Mitel Platinum Reseller for 20 years. In that time we have installed hundreds of Mitel systems in various configurations from simple to quite complex. Many of our customers have been Mitel customers that have been upgraded from analog system to digital systems to VoIP systems. We do not have an exact number but it ranges in the 100’s. Location of Proponent’s nearest maintenance facility, parts depot and customer service center 25130 74th Avenue South Kent, WA 98032 253-852-7777 voice 253-852-5660 fax www.tri-tec.com Number of technicians at closest facility trained and certified to maintain/install the proposed system. 8 List all certifications for the proposed solution held by the Proponent Mitel Communications Director 3300 ICP Mitel Border Gateway Message Server Mitel Application Suite Unified Communicator Teleworker 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 189 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 4 NuPoint Audio Web Conferencing Unified Messaging UC / SIP Customer Service Manager Call Center Suites Prairie Fyre Metropolis Copy of Proponent’s most recent audited financial statement, annual report, bank references, and/or other documentation used by your firm to indicate financial stability. TRI-TEC Communications is a privately held company and as such, does not release financial information in formats that the general public has access to. If TRI-TEC is selected as a finalist, we will release such information under a standard non-disclosure agreement as part of the purpose of establishing financial stability. References The Proponent must be able to demonstrate experience and capability in installation and maintenance of the proposed system, by providing evidence of successfully completing projects of similar size and scope. The Proponent shall provide a list of customer references, with the following information: Customer name and location Contact person(s): name, title and telephone number Proponent’s project manager for the engagement System size (stations, trunks, etc.) Number of sites and type of connectivity System model number and software generic version in use at present System installation date (by the Proponent) Years system being maintained by the Proponent At least five (5) such references shall be provided. The Proponent shall provide evidence that it has completed in the past three (3) years: At least three (3) VoIP system installations of 500 or more extensions At least three (3) installations in a multi-facility, networked environment of 10 or more sites. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 190 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 5 SUMNER SCHOOL DISTRICT - Sumner, Washington Contact Person Name and Telephone Number Kyal Olson 253-891-6085 Project Manager Lorrie Steffensen System Size (Stations & Trunks) 1,424 Stations, 4 PRI # of Sites and Connectivity CenturyLink Metro Ethernet to all 14 sites System Model/Software Level Mitel Communications Director on 3300 ICP. Software Version 4.1 Installation Date Original digital Installation in 1998. Upgraded to VoIP and Mitel Communications Director in 2009 / 2010 Years Maintained by TRI-TEC 13 PIERCE COUNTY LIBRARY SYSTEM - HQ in Tacoma, Washington Contact Person Name and Telephone Number Kerry Nieland 253-536-6500 Project Manager Julia Nobili System Size (Stations & Trunks) 379 Stations, 2 PRI # of Sites and Connectivity Currently all 18 libraries are connected to the Tacoma HQ via point to point T- 1. Beginning in August of this year they will be migrating to a private Ethernet network provided by Comcast. System Model/Software Level Mitel Communications Director on 3300 ICP. Software Version 4.2 Installation Date Installation began in January 2011 with the opening of a new library and the Tacoma HQ. The last 2 libraries will be installed in 1st half July 2010. Years Maintained by TRI-TEC 0 FIFE SCHOOL DISTRICT - Fife, Washington Contact Person Name and Telephone Number Kevin Johnson 253-517-1000 Project Manager Lorrie Steffensen System Size (Stations & Trunks) 516 Stations, 4 PRI # of Sites and Connectivity CenturyLink Metro Ethernet to all 7 sites System Model/Software Level Mitel Communications Director on 3300 ICP. Software Version 4.1 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 191 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 6 Installation Date Original digital Installation in 1999 but upgraded to VoIP and Mitel Communications Director in 2009 / 2010 Years Maintained by TRI-TEC 12 CHARLIES PRODUCE - HQ in Seattle, Washington Contact Person Name and Telephone Number Craig Timm, CFO 206-577-9712 Project Manager Lorrie Steffensen System Size (Stations & Trunks) 325 Stations 6 PRI # of Sites and Connectivity 5 Sites. Time Warner MPLS connecting Seattle HQ to Portland and Spokane Offices. Metro Ethernet connects the SoDo HQ to a Co-Lo center in downtown Seattle. A point to point T-1 connects a professional grade kitchen in Seattle to the SoDo HQ. System Model/Software Level Mitel Communications Director on 3300 ICP. Software Version 4.2 Installation Date Cut into Production in November 2008 and upgraded in 2010 to the current version. Years Maintained by TRI-TEC 13 HERITAGE FINANCIAL - HQ in Olympia, Washington Contact Person Name and Telephone Number Heidi Geathers, VP IT 360-705-9171 Project Manager Lorrie Steffensen for initial installation in December 2006 Julia Nobili for expansion in November 2010 System Size (Stations & Trunks) 641 IP Stations, 90 Analog Stations, 10 PRI # of Sites and Connectivity CenturyLink Point to Point T-1 connecting 33 branches to the HQ. DR Center in Tacoma is connected via multiple point to point T-1. DR Center is also location of Call Center. System Model/Software Level ShoreTel UC System, Version 10.2 Installation Date The original installation of 25 sites and 433 IP Phones was in December 2006. Last year, Heritage Financial purchased the assets of Cowlitz BankCorp (6 branches), Pierce County Bank (1 branch)and the Kent branch of Charter Bank for an additional 228 IP Phones. Years Maintained by TRI-TEC 4+ 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 192 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 7 Bellevue College, Bellevue, Washington Contact Person Name and Telephone Number Rodger Harrison 425-564-2224 Project Manager Not installed by Tri-TEC. Provided as a product reference for Mitel. System Size 14 sites, 12,00 IP stations Application Highlights The Mitel Communications Director is fully integrated with Microsoft OCS. Bellevue College uses Exchange for their voice mail platform City of Tukwila, Washington Contact Person Name and Telephone Number Mary Miotke 206-433-7150 Project Manager Not installed by Tri-TEC. Provided as a product reference for Mitel. System Size 11 sites, 365 IP stations Application Highlights The Mitel Communications Director is fully redundant and resilient utilizes Dynamic Extension and has Mitel’s NuPoint Messenger as the voice mail platform Project Management and Installation Team A critical component of the City’s evaluation of the Proponent will be the team of individuals that the Proponent proposes. The Proponent shall identify and appoint a competent and experienced Project Manager to act as its resident representative, and to supervise its employees and subcontractors/third party providers during the installation, cutover, and final testing of the system. The resume of the proposed Project Manager, including references, shall be submitted with the proposal. During any subsequent interviews, the proposed Project Manager shall attend; the City will use this opportunity to evaluate the proposed Project Manager, and his/her communications skills and project management/leadership capabilities. The Proponent shall also identify additional key personnel who shall support the designated Project Manager, and be available to the City in the absence of the primary Project Manager. The Proponent shall inform the City of escalation procedures available to the City. Once the key project team members have been assigned and accepted by the City, the City will reserve the right to approve any proposed substitutions. The City will place greater emphasis on project management and installation teams that have demonstrated experience in all aspects of project management – requirements gathering, system design and configuration, training, testing – in large multi-site installations with complex business requirements. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 193 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 8 TRI-TEC has 2 very qualified Project Managers who would be appropriate for the project, Lorrie Steffensen who will be the Primary Project manager and Julia Nobili who will assist and be available in Lorrie’s absence. Lorrie Steffensen, TRI-TEC Installation Manager Since 1997, Lorrie has served as a Project Manager managing the installations of new systems for TRI-TEC customers. Promoted to Installation Manager, Lorrie now oversees all of the system installations for both new and existing clients. Prior to joining TRI-TEC, Lorrie was the Telecommunications Manager and System Administrator for Industrial Rubber & Supply for over 10 years. Lorrie has extensive experience in managing the implementation of multiple site organizations such as the City of Renton. Julia Nobili, TRI-TEC Project Manager Julia has been involved in the telecommunications industry since 1987. In that time she has held a variety of responsible positions both as a corporate telecommunications analyst for Airborne and as a project manager for several interconnect companies. The installation that Tony is referring to was a ShoreTel VoIP implementation for Washington State Employees Credit Union with almost 700 phones and an 80 person call center that spans 26 locations. This implementation took place in early 2008. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 194 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 9 The following is an unsolicited e-mail from Juan Sanchez, MIS Director of Douglas County. This was written immediately following cutover into production of his new Mitel network. Notice the date and time he sent this e-mail. From: jsanchez@co.douglas.wa.us [mailto:jsanchez@co.douglas.wa.us] Sent: Tuesday, March 08, 2011 10:44 PM To: Scott Grieben Cc: Brian White; Lorrie Steffensen; Carmen Ey; Julia Nobili Subject: thank you from Douglas County Importance: High Scott: I Know we still have some things to finish and have more work to do … but I wanted to take this opportunity to send a very special “thank you” to you and your staff for what I would consider a very successful deployment of our new phone system. I’m sure you have (as have I) heard many stories regarding disastrous and messy deployments and I recognize that our success had to do directly with the high caliber of staff that are part of your company. I honestly can’t say enough about how each member of your team contributed to making this such a successful and pleasant project to go through. Each one of them is dedicated in doing what they do and that was reflected in keeping things cool during the high stress level especially of the last few days. I truly feel we (Douglas County) made the perfect choice not just in picking our new phone system, but also picking the right vendor for the project. The folks that came over made me feel ‘part of the team’ the whole time they were here I felt a personal connection to all of them that went beyond the vendor/customer relationship because they made me feel like we were not just another customer in line and I really appreciated that. I hope to continue working with you and your staff as we get more familiar with our new Mitel system and we start adding some of the ‘bells and whistles’ to give our users more tools to help them do their jobs more efficiently and for the commissioners to start saving money by increasing productivity and connectivity throughout the county. Carmen did a great job in responding to my many questions and helping out with setting up the contract. She was the only one from the group of vendors during our initial bid opening that did not ask questions and just quietly sat in the back writing down notes. Everybody else was worrying about specific technical items while she sat there and painted a picture of what system would work for us. I don’t think we can question the end result of her wisdom!. She still answered many questions far and beyond after the contract had already been signed and done.. Brian gave me a great sense of confidence in doing what he does on the technical side.. he not just helped me get a phone system running but in the process helped me optimize and create a brand new network that will help not only our phone system but also our data network. (Budget pending… I’d like to see if maybe later this summer a new project can be setup for him and I (and Tony If possible) to review our network and help me redesign it in a more efficient matter). The many things he did far and beyond just getting the phones working did not go unnoticed. Brian is the type of guy I would want to be on my team and I really enjoyed working side by side to him.. plus he could reach high enough in our offices that I didn’t need to haul a ladder around.! Julia did an awesome job getting our users ready and helped me dig some more during her visit. I received many positive comments regarding the classes she taught. She treats everyone (including myself) with great respect and that made for a more enjoyable experience during the training session… 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 195 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 10 and she became a tv celebrity since we published one of the sessions on our Intranet.. now if she would only let me post the video on Youtube.. I think it has the potential for a record number of views! “The Kids” ; aka “Little Brian and his girlfriend” did a great job getting the phones physically deployed to each user and they did great writing down notes for us so we would just have to visit those desks that had issues. Brian also helped getting patch cords in the right places since we didn’t do that great of job getting POE Ports ready especially in the Waterville courthouse.. so make sure to pass on my thanks to them too please. Tony is one of those guys that just fits anywhere he goes... he has a constant sense of humor when he needs to but is also respectful and enjoyable to work with. He portrays confidence in what he knows and has an immense knowledge of all things network, phones, Operating systems …. and jumping out of perfectly good planes! I wish him and Lorrie the very best in going forward with their lives especially after September 10. Thank you to you and Penny as well for making the time to come over yesterday.. I enjoyed chatting with you and Penny during your visit and thank you for helping out at the 19th st building. I look forward to dealing with Penny on remote issues.. which I’m assuming initially will probably be ‘many’ but hopefully they will taper off as I get more familiar administering the system and our users get more familiar with using it. I now recognize the importance and the ‘glue’ that is Lorrie in making this whole thing come together in such a ‘magical’ way.. I say ‘magical’ in quotations because I got to see firsthand how much time and effort was put in by Lorrie into making this a successful deployment and recognize that there is truly nothing magic about it… she is somebody that bestows great leadership skills in the way she handled the project and I don’t believe things would have been as successful as they were without Lorrie doing so much for us and for your team. She was direct when she needed to be but was always kind and respectful to me, your staff and of course our users – and trust me when I say I know how some of my users ‘are’ .. I’ve been dealing with them for 11 years so I know exactly what she had to put up with and I would like to say a very special thank you to her. Again, as you can see from above.. I was more than happy to have worked with your team and once again, I don’t think we could have picked a better company to work with.. I believe the Mitel system will be a great asset to Douglas County in helping us deliver better customer service for all of our citizens. Thanks again and I hope to stay in touch with you and your company going forward for the next few years and beyond and I wish you more success for your company and your future projects. Sincerely, Juan M Sanchez Douglas County MIS Director 509-888-6370 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 196 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 11 Place in the Market Mitel has a very extensive portfolio of voice communications equipment targeted to the Enterprise and SMB marketplace. It should be interesting to note that Mitel does NOT manufacture products for anyone but the Enterprise and SMB marketplace. This gives them a great focus. TRI-TEC has distilled the offering that Mitel has into those applications that would be appropriate to the specifications outlined in Douglas County’s RFP. If you want to learn more about Mitel and their product offerings, please go to www.Mitel.com. Mitel is a leading provider of voice, video, and collaborative Communications solutions and services for businesses of all sizes. We operate in over 90 countries, offering easy access to our sales and service organizations via our own network of over 100 offices, which support over 1,600 value-added resellers and partners around the world. Our entrepreneurial heritage, built upon agility and flexibility in the way we serve our customers, has continued over the company’s history. Our 2007 merger with Inter-Tel has expanded our reach, and our continuing investment. In the research and development of IP-based communications solutions, alongside the development of numerous innovative and award-winning products, has propelled us into our current market-leading position. Mitel currently holds hundreds of patents and continues to develop new business solutions. As the telecommunications Industry shifts rapidly towards a new era of value-added, IP-based business communications solutions; we offer the broadest portfolio and give our customers the greatest choice. Going from strength to strength across the globe, Mitel has received substantial industry accolades and awards from prestigious industry bodies and publications. Along with many industry awards, 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 197 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 12 Recent recognition includes: June 2, 2010 - Frost & Sullivan 2010 Global New Product Innovation Award. May 27, 2010 – Mitel Application Suite received 2009 Unified Communications Product of the Year Award from Technology Marketing Corporation’s Unified Communications Magazine Manufacturer’s Guarantee The letter is included in the end of this section. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 198 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 13 Manufacturer’s User Group The Mitel User Group is a worldwide organization that contains regional sectors, each having its own independent Board of Directors to provide its members with a forum to share and exchange information, and communicate ideas and experiences relating to Mitel platforms, applications, services and third party solutions. Mitel User Group members come from many different walks of life and cover a cross section of vertical markets. Hospitals, health organizations, government, education facilities, and insurance companies are just a few examples. The job function of the membership ranges widely from CIOs to IT managers/directors to communications managers to technicians to communications specialists'. Many of these members handle telecommunications as a second hat, all with a varying degree of product and solution knowledge. No matter what your background or job title, membership in the Mitel User Group offers benefits for all. Membership runs from April 1 to March 31. Fees for the annual membership are: $249.00 US - First member per company $99.00 US - Per subsequent member 10 Reasons to Join 1. Networking - There are multiple opportunities for Mitel User Group members to establish relationships with other members and with the Mitel leadership team, product specialists, and other support staff. 2. Mitel OnLine (MOL) Access - Through this portal, members have access to Mitel technical information, training, white papers, news releases, and specific user group resources. 3. Annual General Meeting - This annual event, open to all members, includes the Mitel User Group's annual general meeting, product presentations, and networking events. 4. Resources - Whether its general product information you need, or you are required to make a strategic decision for your company Mitel User Group members have access to all members and to Mitel resources to assist you. 5. Mitel User Group Website - The Mitel User Group website offers Mitel User Group members a discussion forum, a location for articles of interest, and above all, a public web presence to provide information about the group for current and prospective Mitel customers. 6. Newsletter - A regular electronic publication including information updates on user group activities, technical tips, news of upcoming events, product announcements, etc. 7. Product Feedback - Mitel User Group members have convenient access to product and technical specialists. Members may be asked to participate in a focus group, provide input on current and new products, or submit a Design Change Request (DCR). 8. Education and Training - Mitel User Group members have access to on demand webinars and training opportunities. 9. Activities - Mitel User Group members are invited to visit Mitel at conferences, seminars, and tradeshows. 10. Fun-Fun-Fun - Once you're on board, you will look forward to all of the Mitel User Group networking events, information sharing, and technical training. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 199 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 14 SECTION 3 Technical Requirements 1. General System Architecture The City envisions installing an IP telephony system to support all City facilities listed below, including but not limited to the following components and subsystems. IP telephony system server(s), gateway(s) and associated primary system components A family of IP telephone sets of various capacity and functionality Interfaces to support analog sets and other analog devices Interfaces to support connection to the City metropolitan area network, ISDN PRI, e911 CAMA Trunks and analog central office trunks Voice mail platform to support messaging and automated attendant functionality Small call center platform for inbound and outbound call centers E911 system to provide extended location identification for callers dialing 911 (building and floor location at a minimum) Optional Call accounting system Optional Unified Messaging System to support the potential later integration of email, voice mail, and fax Optional Call center capabilities In the Pricing Section, this is not asked for as an option but as a required. I have provided the pricing in a format that you could easily determine the total costs for the Call Center application so if you want it as an option it will be easy to figure out. Optional Conference call bridge up to 20 calls. Proponents shall submit a general description of the proposed system architecture including all primary system components and building blocks. Proponents shall submit a description of the proposed system as designed and configured for the City, including a narrative description and system/network diagram. Proponents shall include a listing of the specific components in each building. All components shall be new, no refurbished components will be considered. TRI-TEC Communications is pleased to propose the Mitel Communications Director, Version 4.2 for the City of Renton’s communications needs. Mitel Communications Director (MCD) is highly scalable, proven IP- PBX software providing robust call control, rich telephony features, and seamless networking across multiple locations. MCD works with (rather than replaces) existing processes and systems to enhance them with the latest IP solutions and features. MCD brings unprecedented flexibility to the communications infrastructure, functioning equally well in both hosted and distributed environments throughout City of Renton. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 200 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 15 MCD is supported on a variety of hardware platforms. From the time tested 3300 ICP, which is Mitel’s application specific appliance, to Industry Standard Servers (ISS) manufacturered by Sun, IBM and HP. This allows the City to invest in a hardware platform to meet your current requirements and then increase as the system expands and grows. For City of Renton, we propose the Mitel 3300 MXeIII Expanded Controller which supports up to 1,500 combined IP/analog devices as well as connectivity to the Public Switched Telephone Network via T- 1/PRI or analog trunks. The 3300 MXe Controller will provide the voice, signaling, central processing, and communications resources for the system. Mitel’s architecture uses the IP network to connect IP telephony devices. It also switches calls between traditional telephone devices: For IP telephony, it provides call setup, tear down, and signaling between Ethernet IP connected telephones. For traditional telephony, such as POTS and PSTN trunks, it handles calls via a conventional TDM circuit-switched subsystem. This ability to use two different switching techniques simultaneously means that: All traffic is switched with minimum conversion between packet and traditional telephony to provide optimum voice quality in all call scenarios. Embedded gateway functionality is only required between the IP and non-IP networks optimizing the use of system resources. Migration from traditional PBX to IP telephony is seamless and efficient 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 201 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 16 TRI-TEC has designed City of Renton’s network with MCD deployed across two 3300 MXeIII Integrated Call Processor (ICP) hardware platforms at the City Hall and Fire Station 12. In addition to PATA solid state drives, each controller is equipped with dual fans and power supplies. Each controller has the capacity to completely and automatically support the devices provisioned on the other should one of the controllers become unavailable. This resilient design provides an extremely flexible solution to enhance system reliability. Other points of network design interest are: Remote offices are provided VoIP phone services hosted from City Hall. Each of the 3300 MXeIII Controllers has embedded capacity to support 6 outside lines and 4 analog stations. Power Failure Transfer of an outside line to an analog station is an inherent part of the 3300 Controllers. Service for analog stations is provided using the MultiTech AudioCodes VoIP Gateways. Hosted at City Hall are advanced application servers that will provide the following services throughout the City’s Network: The Mitel NuPoint Messenger provides a rich set of advanced voice mail and automated attendant applications. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 202 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 17 Unified Communicator Advanced (UCA) Server UCA is a unified communications client that integrates with leading business productivity tools like Microsoft Exchange/Outlook and Office and provides: ⁻ call control capabilities ⁻ presence and availability ⁻ secure instant messaging with multi-user chat and logging ⁻ individual phone button programming (if allowed) ⁻ end user configurable RSS feed which can be pushed to a user by administration for corporate updates and mass notifications. For your Call Center, TRI-TEC has proposed the powerful call routing of the Mitel Communications Director ACD which provides true skills based routing and predictive overflow capability with the Prairie Fyre Enterprise Contact Center Reporting Package. Our contact center reporting solution provides comprehensive reporting, historical monitoring, lifecycle reports, and advanced data filter and search capabilities. Finally, at the desktop TRI-TEC recommends the Mitel IP 5300 Series of Phones. These phones will provide enhanced end user value. Users can access features quickly using the many programmable and self-labeling keys. The large graphics display and intuitive soft key interface provide easy to use applications like call history and phone book. Leveraging over three decades of call control experience, the Mitel Call Director supports over 500 telephony features providing you with all the standard phone features you would expect in a traditional PBX such as: Call Forward Camp On Conference Call (8 party) Call Park Paging Hands-Free Intercom Hunt Groups Call Waiting Record-A-Call Redial Speed Dials Last Number Redial Caller ID Name & Number Multiple line appearances Group Listen 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 203 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 18 DEPARTMENT LEVEL ANSWERING: Oftentimes, the work process and communications flow for a particular department works best with all lines appearing on all phones. While most phone systems will support either Direct Dial Numbers –OR- Key Line Appearances, the Mitel Communications Director will elegantly support both with a feature called Key System Groups which function like this: multiple telephones (up to 250) share the lines. incoming calls to the main Department phone number can ring one or all of the idle stations in the group the stations stop ringing when one member answers the call when the call is answered, the line becomes busy (only one member can use the line at one time) each Department can have multiple lines when the call is placed on hold, the call can be retrieved by any member of the group Department Voice Mailboxes can also be set up to appear on multiple telephones so more than one person can access department messages. Since there are no POTS lines provisioned in the system, this is accomplished by provisioning an IP User License as a Line Appearance. For example, if you have a department with 4 lines and these lines appear on 12 phones, you would need 4 additional IP User Licenses. Without knowing how many departments would find this useful, no additional licenses have been proposed for this purpose. Proponents shall also submit the physical requirements for the system components, including required space/rack space units, power requirements, and environmental condition parameters under which the equipment operates, for each site. City Hall Item Rack Space Power Environment 3300 MXeII 2 U Two 200W power supplies 40o to 122o F 5-95% relative humidity, non-condensing Analog ASU 2 U 125W 40o to 122o F 5-95% relative humidity, non-condensing NuPoint Messenger Voice Mail 1 U 250W 40o to 122o F 5-95% relative humidity, non-condensing Call Accounting 1 U 250W 40o to 122o F 5-95% relative humidity, non-condensing Unified Communicator Advanced Console Server 1 U 250W 40o to 122o F 5-95% relative humidity, non-condensing MP 124D 1U 40o to 122o F 5-95% relative humidity, non-condensing MP118 1 U 41o to 104o F 10-95% relative humidity, non-condensing Fire Station 12 3300 MXeII 2 U Two 200W power supplies 40o to 122o F 5-95% relative humidity, non-condensing The City recognizes that the total solution may include products from more than one manufacturer. Proponents shall state clearly which of the system components and subsystems are manufactured by 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 204 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 19 the primary system manufacturer, and which components/subsystems are third party products. The City will place greater emphasis on total solutions that minimize the number of different manufacturers and demonstrate by reference the proven ability to integrate and operate seamlessly. Proponents shall provide evidence of the successful integration of any third party products. Other Manufacturers include: Multi-Tech AudioCodes VoIP Gateways - Dell Servers Polycom Spectralink Wireless IP Phones Metropolis Call Accounting 2. Sites and Project Phasing The City envisions to implement the proposed system in parallel to existing system and cut over to the new system with minimal interruption but may choose to implement the proposed system in phases if need to. The sites included in the project, and the approximate number of stations at each site is shown in the following table. TRI-TEC can support the installation as desired by the City. Phased or not. Loc # Facility Address Estimated Phone Sta. Estimated Analog Lines Other equipment 1 City Hall 1055 S Grady Way Core servers P2 – Print, Storage 12 2 1st – HR, IT, UB, PD 55 5 2nd – PD 55 2 3rd – Court, PD 46 4 5th – PW, Fin 86 4 6th – PW, CED 82 4 7th – Exec 55 4 8th – Equipment 5 2 Fire Station 11 211 Mill Ave. S. 10 2 3 Fire Station 12 1209 Kirkland Ave. NE 35 3 Redundant Core Servers 4 Fire Station 13 18002 108th SE 13 4 5 Fire Station 14 1900 Lind Ave. SW 36 2 6 Fire Station 16 12923 156th Ave. SE 9 2 7 Fire Station 17 14810 Petrovitsky Rd. 13 2 8 Maplewood Golf Course 4050 Maple Valley Hwy. 5 2 9 Maplewood Maint. Office 4000 Maple Valley Hwy. 3 1 10 Carco Theater 1717 Maple Valley Hwy. 3 11 Renton Comm. Center 1515 Maple Valley Hwy. 16 1 12 HM Aquatic Center 1719 Maple Valley Hwy. 3 1 13 200 Mill 200 Mill Ave. S. 5 1 14 Park Ave. Shop 1100 Bronson Way N. 3 1 15 City Central Parking 655 S. 2nd St. 27 6 16 Cedar River Trail Shop 105 Williams Ave. N. 2 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 205 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 20 17 Facilities Shop 107 Williams Ave. N. 9 1 18 Senior Center 211 Burnett Ave. N. 6 1 19 PW Shops – Bldg A/B 3555 NE 2nd St. 42 8 20 Bldg. C 3555 NE 2nd St. 6 1 21 Bldg. D 3555 NE 2nd St. 1 22 Cedar River Boat House 1060 Nishiwaki Dr. 3 1 23 Airport 616 Perimeter Rd. W. 3 2 24 Highland NC 800 Edmonds Ave. NE 2 25 N. Highlands NC 3000 NE 16th St. 2 1 26 Coulon Maint. Shop 1201 Lake Washington Blvd. N. 1 27 City Attorneys’ Office 100 S. 2nd 12 4 Reserve Equipment 40 17 Total 700 100 3. Single System Operation The proposed solution shall operate as a single telephone system across all City sites. High level functionality that shall be incorporated into the single system operation includes the following. The Mitel solution will operate as a single system. (Please indicate if any of the following sub-sections is not part of the proposed system) 3.1. Coordinated Dialing Scheme The proposed system shall support a 4 digit extension numbering scheme and extension-to-extension dialing across all sites on the system. Proponents shall identify all system elements that consume numbering plan resources, including DID and non-DID extension numbers, feature access codes, voice mail services, call center pilot and agent ID numbers, E9-1-1, etc. Proponents shall identify any limitations that exist with their proposed solution regarding numbering resources, such as numbering plan resources that are pre-determined (all feature codes must begin with a “1,” for example). The City will place greater emphasis on platforms that conserve numbering plan resources. The system supports the use of a network Uniform Numbering Plan that allows you to use the same digits to reach a station from any location in the network. The system does come with default feature access codes and numbering plans but they can all be over ridden. Feature access codes can be of varying lengths. 3.2. Feature Transparency All system features shall be able to be deployed transparently across the network. Features such as call transfer, call park, call forwarding, conferencing, as well as the features of subsystems including voice mail, call center and E9-1-1 location identification shall be able to be deployed among all facilities Understand and comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 206 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 21 3.3. Number Portability Any extension number in the City’s numbering plan must be able to operate at any building. There shall be no requirement to dedicate certain number blocks to specific buildings or system nodes. Understand and comply. 3.4. System Management and Administration The telephone system and peripheral systems shall be able to be managed and administered from a single platform that may be accessible from anywhere on the network, or from secure remote locations. The City will place greater emphasis on management platforms that present a single point of entry for the management of the telephone system and its subsystems (voice mail, call center, call accounting, E9-1-1, etc.), and that automatically populate and update system and subsystem databases without the need to access multiple platforms and duplicate effort. Minimum system administration functionality is defined in the System Management and Administration section of this document. Understand and comply. 3.5. Network-Wide Automatic Route Selection The system shall be designed and configured to route outgoing calls from any extension via the most appropriate available facilities system-wide, to allow any extension so configured to access network facilities terminated at any site, and to allow system administrators to limit access to network resources on a flexible basis. Understand and comply. 3.6. Centralized Attendant Service Incoming calls to any attendant console shall be able to be directed to any extension anywhere on the network. Understand and comply. 3.7. Access to Centralized Resources The system envisioned by the City includes several shared, centralized resources including the telephony servers, gateways, voice mail system, basic call center platform, call accounting system and E9-1-1 extended location identification platform. The system shall be designed to allow access to these and any other shared system resources from extensions anywhere on the network. Understand and comply. 4. System Reliability, Survivability and Security 4.1. Hardware - Physical and Geographic Redundancy The system shall remain available for generating incoming, outgoing and internal calls, despite individual component failures. In order to guard against failures that will make the system inoperative, the system shall possess sufficient resiliency, redundancy, survivability and physical diversity to minimize the scope of a major component failure. The system configuration shall include, at a minimum, one sets of physically diverse telephony servers, located at the 1055 South Grady Way (City Hall), and one other server located at the Fire Station 12. Each server shall be capable of supporting the entire system in case of the failure of the others, with automatic failover, and mirrored databases. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 207 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 22 Databases of the Mitel Communications Director are synchronized. Following a major system failure, the system shall not lose any critical databases or tables. Failure of a backed up component must be automatically reported at a system administrator’s workstation or similar facility. Understand and comply. Proponents shall also detail the nature of partial degradations that occur as a result of certain component failures and outline failure modes that may occur. Basic system call handling operation should continue in the presence of minor, less crucial component failures. Understand and comply. In addition, since the City envisions a shared voice mail/automated attendant platform, the voice mail platform shall include a sufficient redundancy that insures continued operations in the event of a critical component failure. Understand and comply. 4.2 Backup Power In the event of a primary power failure, each of the two primary sites is on generator power. In addition, the City has installed UPSs at each site to power gateways and switches in the event of a power failure. At sites with generators, the UPSs have been sized to provide approximately 10 minutes of power. At sites with no generator, UPSs have been sized to provide either approximately 10 minutes of power, or approximately 2 hours of power, depending on the need to maintain service at each location. Understand and comply. 4.3 Building SurvivabilityThe Fire Station 12 building must be survivable. For the purpose of the project, survivability means that no building shall be solely dependent on central equipment in another building to initiate calls in the event that the building becomes isolated due to a network or major component failure. Understand and comply. TRI-TEC has provisioned Fire Station 12 with the Mitel Communications Director on a 3300 MXeIII server with a solid state drive and redundant power supplies. We recommend that Fire Station 12 phones also operate off of this controller. Should something happen to this controller, the Fire Station 12 users will be fully supported by the controller at City Hall. Because this system is so mission critical it is better to have it function in a production state as opposed to a stand-by state. In the pricing section, TRI-TEC has optionally proposed 25 embedded voice mail boxes for Fire Station 12 which can be pre-programmed and pre-recorded for a back-up Automated Attendant and voice mail boxes for EOC or other key personnel in the event that there is a loss of WAN connectivity with City Hall. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 208 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 23 For optional failover connectivity to a remote site, is Mitel’s unique ability to enable incoming and outgoing analog PSTN calls directly from an IP phone. Mitel’s Line Interface Module (LIM) will also support failover to this analog line in the event the IP connect is lost. This will allow emergency dialing support for IP phones such that emergency calls connect through the analog PSTN connection. None are included in the pricing section of the proposal. For the City Attorney’s office you might want to consider a Mitel solution referred to as a Survivable Branch Solution. In the event of a WAN failure, a standby 3300 CX platform at each facility will be able to function as a standalone system. Additionally, the CX Controller has embedded capacity to support 6 outside lines and 4 analog stations. Power Failure Transfer of an outside line to an analog station is an inherent part of the 3300 Controllers. The City Attorney office has a need for 4 analog devices. If you add the Survivable Branch Solution you will remove the need for the following equipment to support those analog devices: At City Hall -4 ports on the Mediapack 123 Analog Voice Gateway -$208 -4 posts on the Analog Service Unit -$110 -4 MCD ONS License -$165 At City Attorney Office -1 Audiocodes MP114 -$393 +1 Survivable Branch Office Solution $1,417 TOTAL DIFFERENCE IN EQUIPMENT COSTS $ 541 4.4 Security Proponents shall describe in detail their approach to securing the system from viruses, denial of service attacks, and other potential security breaches. Describe any known security concerns or gaps for IP telephony systems in general and your system specifically, and describe how these concerns have been addressed. Denial of Service Attacks Given that the 3300 ICP and Mitel’s desktops do not use general-purpose operating systems, they are not vulnerable to the entire class of DoS attacks against the components of those operating systems. However, many DoS attacks are against the TCP/IP networking layer itself and so attack any IP - connected device. With each release of the 3300 ICP and Mitel’s IP desktops, Mitel continues to harden 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 209 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 24 the systems against DoS attacks. Hardening is a continuous process and high priority at Mitel to ensure our customers are protected against attackers who unfortunately are constantly coming out with new DoS attacks. Spoofing Spoofing is unauthorized access to computers, whereby an intruder sends messages to a computer with an IP address indicating that the message is coming from a trusted host. Call-signaling traffic is sent across the network using an encrypted version of Mitel’s proprietary MiNet protocol. Secure MiNet traffic is only accepted from devices that have first been authenticated with the 3300 ICP. Each device (i.e. IP phone) sends a unique identifier in the encrypted MiNet call control stream. The 3300 ICP processes the MiNet requests if the unique identifier has been approved and associated with a valid extension in the system. Authorization of the unique identifier is typically done by the system administrator using the 3300 ICP web manager (ESM). The IP phone sends its MAC address as a unique identifier. Note that this identifier is sent in the encrypted MiNet call control stream and not as a Layer 2 transmission, which could be easily spoofed. Signaling security Two main methods are used to secure a signaling channel. These are: SSL Secure MiNet Mitel's Secure MiNet protocol uses the Advanced Encryption Standard (AES) to encrypt call control packets. Using secure MiNet ensures that call control signaling packets between the IP phones and the 3300 ICP are protected from eavesdropping. Using secure MiNet also protects the 3300 ICP from unauthorized control packets. Secure MiNET uses a predefined algorithm to encode the signaling messages. Negotiation of the encryption method is not needed, so this provides a simpler and faster method to establish secure connections. In addition to Secure MiNET, a standard encryption method that uses SSL is also available on certain end devices. SSL is used to negotiate which encryption method to use at the endpoints. This standard allows interaction with third party applications. The SSL security protocol provides data encryption, server authentication message integrity, and optional client authentication for a TCP/IP connection. SSL will prevent unauthorized access to administrative functions. SSL encrypts all traffic on the link to prevent sniffing of usernames and passwords. The IP Phones will determine which secure method to use, first trying SSL, then secure MiNet and then, if neither of these is supported, the call will go unsecured. The ICP uses multiple IP ports to differentiate these protocols (6800, 6801, 6802) as defined in the IP port information. If the relevant port is blocked with a firewall or a router, for instance, the negotiation may fail and a connection may not be established. Voice streaming to external gateway PSTN connection In voice streaming to an external gateway PSTN connection, the voice path is established between the IP Phone and the IP/TDM Gateway. This might be the local ICP, or another unit dedicated to this function 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 210 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 25 and connected via IP Networking. There is no difference in the connection path between secure and non-secure call establishment. Connections will be established as secure where possible. Voice streaming to TDM connections Where an ICP has a number of TDM connected devices, calls to these devices will be via local IP/TDM gateway. Encryption applies to the packet part of the connection, and so the IP path to the gateway will be secure, where possible. The connection on the TDM side will continue, as it always has, to use a dedicated connection to the end device. Authentication Protocol Support A number of networks now support a level of access restriction to the network ports. A device that connects to one of these ports needs to be authenticated as valid before connections can be established. There are a number of protocols that can do this, including: Cisco VMPS 802.1X Mitel implements phone authentication that requires a unique association of MAC addresses and IP and user-entered PIN registration numbers. Additionally, desktop software downloads are encrypted. Mitel also provides 802.1X authentication for desktops and that supports the Extensible Authentication Protocol (EAP) using EAP-MD5 challenge authentication to a RADIUS Server. Users authenticate through the phone interface by entering a username and password. Dual Port Phones A number of Mitel's IP phones are dual port, meaning that there are two ethernet ports on the phone. One ethernet port is used to connect to the LAN. The other ethernet port can be used to connect a PC to the network via the phone, this capability is useful in environments where the phone and the PC need to share a single ethernet connection. A Class of Service option is provided that can be used by the System Administrator to disable the second ethernet port on dual port phones, which in turn will bar unauthorized access at the second ethernet port. The default condition is for all second Ethernet ports to be enabled; for details on how to set a COS option to disable secondary ethernet ports on IP phones, refer to the System Administrator online Help files. Worm and Virus Protection The MCD uses an embedded real-time operating system. This system is less susceptible to virus or worm attacks that target traditional applications and their OS services because it provides a very small base of common functionality with general purpose operating systems such as Microsoft Windows, Linux and UNIX. This lack of common functionality means that VxWorks is not affected by the viruses and worms typically found on networks and the Internet. This also makes it difficult for an attacker to write a virus targeted at generic VxWorks implementations. Prevention of Toll Abuse Mitel implements Class of Restriction (CoR) to enable the customer to disallow the dialing of certain external telephone numbers or ranges of numbers (Call Barring). This is achieved by associating in software each extension and trunk with a CoR and providing specific barring plans with each CoR. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 211 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 26 Mitel’s implementation of CoR affords great flexibility. Up to 64 different Classes of Restriction can be specified. An extension user attempting to dial barred numbers will result in them receiving a number unobtainable tone. Alternatively, the extension user could be routed to an answer point, such as the switchboard, for the offering of advice. An extension may have a different CoR for use with Day Service, Night 1, and Night 2 services, respectively. This would allow users to dial external digit sequences during certain time periods that could be restricted at other times. Anyone wishing to impersonate a device in an attempt to bypass these restrictions would require an in-depth understanding of Mitel’s proprietary signaling mechanisms (protection of these signalling mechanisms is discussed in the preceding sections of this document). The utilization of account codes provides additional control options. Verified Account Codes allow the users to utilize features that are not normally available at an extension. These Account Codes can be used to change the Class of Service (features) and Class of Restriction (barring) parameters of the extension. Non- Verified Account Codes allow the extension user to enter codes in Mitel’s call reporting utility, the SMDR, relating to billing and/or call management. System Account Codes can be added and automatically dialed by the system when outgoing calls are made on network services that have such a requirement Secure Management Interfaces The 3300 ICP includes a fully integrated set of management tools designed to install, manage, and administer 3300 ICP systems. Three levels of access are provided in order to meet the needs of system technicians, group administrators, and the desktop telephony users themselves. All of these integral management tools use Secure Socket Layer (SSL) security for data encryption. User access to the management tools is controlled by a login and password. Once a user logs into the 3300 ICP, the system displays a menu of the specific tools to which they have been granted access. Mitel also offers the Management Access Point to provide secure remote administration for VPN or dial-up access. Multi-Level Precedence and Preemption (MLPP) When the 3300 ICP is deployed in an environment that requires MLPP, it may be necessary for security reasons to prevent external network devices from accessing certain IP ports that are used by the 3300 ICP. MLPP is a licensable option on the 3300 ICP. When MLPP is enabled, the ESM form "IP Port Filter" can be used to enable blocking on specific IP ports. When blocking is enabled on a specific IP port external network devices will be prevented from accessing this port. In the default state all IP ports are unblocked so access is unrestricted. SIP Security Mitel has a number of phones that support the Session Initiation Protocol (SIP). SIP is a signaling protocol used for establishing and terminating IP phone calls. SIP signaling is not encrypted; however, phones using SIP are authenticated before providing access to system features. 4.5 Software Proponents shall describe the operating system on which the telephony servers, voice mail servers, call center servers, E9-1-1 system and any other server-based platforms run. The software proposed should be sufficiently mature to provide reliable operation. Proponents shall provide the following data for the proposed operating system: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 212 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 27 Total number of operating hours Total number of lines connected to fielded systems currently supported by the proposed generic version Total number of line-hours of operating experience Mitel has a very extensive portfolio of voice communications equipment targeted to the Enterprise and SMB marketplace. It should be interesting to note that Mitel does NOT manufacture products for anyone but the Enterprise and SMB marketplace. This gives them a great focus. TRI-TEC has distilled the offering that Mitel has into those applications that would be appropriate to the specifications outlined in Douglas County’s RFP. If you want to learn more about Mitel and their product offerings, please go to www.Mitel.com. OPERATING SYSTEMS: 3300 ICP is VX Worx Application Suite is Linux Unified Communications Advanced is Linux Message Automation Solution is Windows Call Accounting is WIndows The Mitel 3300 ICP began shipping in 2001. As of November 30, 2009, Mitel has shipped a total of 47,462 controllers. 4.6 Station Equipment Proponents shall provide evidence that the proposed telephone sets can withstand physical stress of typical use. In particular Proponents shall be able to demonstrate the sets' resistance to damage from dropping, strain on line and handset cords and the reliability of keypads and displays in heavy usage. Proponents shall include one telephone instrument, representative of the family of instruments proposed, with their responses. The set will be returned after the proposal evaluation has been completed. Understand and comply. 4.7 Transmission The system shall provide toll quality transmission from end-to-end for station-to-station and station-to-trunk calls to ensure a high level of sound quality. Describe the metrics used to measure sound quality. The proposed system shall be effectively non-blocking. Fax systems must be able to transmit up to 100 page documents with 99% reliability to end stations in the City and in PSTN. Mitel delivers a highly scalable, resilient, robust call control that fully utilizes the power of IP while fully supporting the traditional TDM based telephony for legacy devices and PSTN connectivity. Mitel’s architecture uses the IP network to connect IP telephony devices. t also switches calls between traditional telephone devices: For IP telephony, it provides call setup, tear down, and signaling between Ethernet IP connected telephones. For traditional telephony, such as POTS and PSTN trunks, it handles calls via a conventional TDM circuit-switched subsystem. This ability to use two different switching techniques simultaneously means that: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 213 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 28 All traffic is switched with minimum conversion between packet and traditional telephony to provide optimum voice quality in all call scenarios. Embedded gateway functionality is only required between the IP and non-IP networks optimizing the use of system resources. Migration from traditional PBX to IP telephony is seamless and efficient. The selection of the CODEC to use on a particular connection affects the voice quality and depends on a number of issues, including: voice quality expected by the user available bandwidth, especially on a WAN link the number of devices on a link, and how many are active based on traffic The voice quality of the CODECs available is usually expressed in terms of a Mean Opinion Score (MOS). The scores range in value from 1 to 5. Scores 4 and above are considered toll quality. Table shows some typical CODEC MOS scores. Codec Type MOS LAN Bandwidth Consumed G.711 4.4 ~100 kbit/s G.729a 4.0 ~40 kbit/s 4.8 Efficient Use of Network Resources The system will operate across a City IP network that in some locations will be shared with other data and video services. The City requires a system that makes efficient use of network resources. Proponents shall describe their proposed solution's approach to the efficient use of resources including features such as Release Link Trunking. Understand and comply. 5. Feature Sets 5.1. General System and User Features The proposed solution shall include a full complement of telephony features typically incorporated into today’s enterprise IP telephone systems. Proponents shall provide a complete list and description of all system and user features available with the proposed system. State whether each feature is: Standard Per device or per user license Optional, but included in your pricing Optional, not included in your pricing The City will evaluate the general system and user feature sets based upon the applicability of the features to the City’s requirements, the ease of use of the features, the ease of management, configuration and reconfiguration of the features, whether features are standard or optional, and costs. Proponents shall describe which features and settings can be controlled, configured and reconfigured by end users, which are controlled by the system administrator, and the level of flexibility that the system 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 214 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 29 administrator has to allow or disallow end user control. Proponents shall describe the tools available to end users to control, configure or reconfigure features and settings. Proponents shall describe what features and settings can be activated, deactivated or reconfigured by the end user from remote locations (i.e., activate call forwarding from home, for example). Complying with the City’s request to reduce waste, a complete feature list is provided in electronic format. Included in the electronic response is Mitel Communications Director General Information Guide (GIG) and all appropriate marketing brochures and specifications sheets. Answers or comments regarding specifically requested features are as follows: 5.2 Specific Features Requested City departments have indicated the need for the following specific features. Proponents shall confirm the availability of each feature and state whether it is standard, optional or not available. If optional, provide pricing. Hands free announce and respond via phone speaker - The system shall support the ability to have calls answered by others to be announced to a user via the phone speaker, and to have the user respond hands free (without picking up the handset). State whether this feature can be suppressed by the user to prevent listening in on office conversations. Direct Page allows you to page another telephone over its built-in speaker, even if the telephone is in use. Direct Page makes the prime line of the paged telephone busy. A tone is heard at both the paging telephone and the paged telephone before the Direct Page is established. If the paged telephone is in Do Not Disturb, Direct Page is not allowed. Do Not Disturb cannot be overridden for Direct Page calls. The user can suppress this feature to prevent listening in on office communications. Paging to phone speakers – The system shall support the ability to page to individual phones or groups of phones, over the phone speakers. Describe any system limitations to this feature, including the number of sets that can be paged in a group, the number of broadcast groups, the location of the telephones, or any other limitations. Can analog sets with speakers be paged individually and as part of page groups? Can all phones in the system be paged at once? If a user has placed his/her phone in a do not disturb condition, does an attempt to page the phone override the do not disturb function? As proposed, up to 16 page groups are supported by each 3300 controller. Each 3300 MXeII Controller can support up to 64 phones per page group You cannot group page to a set that is in DND or busy on an established call. All members of a group being paged across a network must be on the same 3300 ICP. Analog phones cannot be paged. Telephone sets can be restricted from being able to page, or allowed the ability to interrupt or override a page in progress. Group Page allows you to make an announcement to a group of people through the speaker of their telephones. A tone is heard at both the paging telephone and the paged telephone before 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 215 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 30 the Group Page is established. During a Group Page, the paging set displays the number of the group being paged; the paged sets do not display any paging information. Access to Public Address systems – The system shall support the ability for stations to access City-owned public address systems. The City operates public address systems at four (4) different locations. State whether the system will support integrated paging to both telephone sets and external paging systems simultaneously and, if so, how this is accomplished. The Mitel IP Paging Unit is a module that provides overhead or loudspeaker paging functionality for those areas that a controller is not installed but overhead paging is desired. The IP Paging Unit is installed as a standalone or a wall-mounted unit. Two LEDs provide basic status information. The unit connects to the LAN using an RJ-45 cable and is powered by a 24 VDC power adapter. Each IP Paging Unit supports one paging zone. A third party remote paging amplifier (not included) connects to the paging unit and is powered separately. Five are provided in the price proposal. Ability to record phone conversations – The City is interested as an option for voluntary (or as otherwise legally permitted) recording of telephone conversations. Describe system support for this feature, along with any security provisions for limiting access to this feature. Record-A-Call is a feature that can be assigned as part of the user Class of Service. Record-A-Call enables users to record both ends of any two-party conversation when one party is connected to a trunk. Record-A-Call delivers the recorded conversation to the user's voice mailbox. Unlike regular voice mail messages, Record-A-Call messages are stored immediately as saved messages, so they do not trigger MWIs on the user's telephone. When a user activates this feature, it is accomplished in silence. Users can continue to record the call after the other caller hangs up which allows them to add additional comments to the call. Conference – The system shall support the ability for station users to initiate a multi-party conference of up to six (6) people, including up to five (5) people outside the system. Describe any limitations to this capability. How many simultaneous conferences can occur? How many people can be in conferences simultaneously? Can a conference be initiated from one telephone, and then transferred to another telephone? Up to 8 people are allowed in a single conference call. Each 3300 ICP in the network can support 64 people in a conference call. This means you can have 8 conferences of 8 parties, 21 conferences of 3 parties, or a combination between. Any member of a Conference can add another party to the Conference; however, only one party can be added to the Conference at a time. Another feature useful in creating conference calls is Add-Held. Add-Held lets you form a conference with a call on hold or add a call on hold to an existing conference. Conference bridge – The system shall include, as an option, a conference bridge function allowing the City to host conferences of up to 20 participants. Participants will call a number and enter a pass code to join the conference. Describe how this resource is managed. Is the bridge always available, or must it be scheduled. Does the conference bridge use the same conference resources as the station-initiated conferencing, and, if so, what is the impact? 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 216 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 31 TRI-TEC has proposed 20 Audio Only User Licenses for the Mitel Audio and Web Conferencing (AWC) application which will support a 20 person conference bridge call. This solution has no impact on the embedded Conference Calling described above. The Audio and Web Conferencing (AWC) application allows users to schedule and create audio or web conferences. A web-based interface is used to schedule conferences, and to view conference calls. Configuration of AWC is performed in the MAS administrator portal. All interfaces are directly accessed through the secure HTTPS protocol. Authorization and authentication allows only valid users to access the services. Secure Sockets Layer (SSL) encryption for secured messages and server-side digital certificates are used to meet the highest security requirements. The AWC application is provides the following features: o Instant, flexible calling: Initiate an instantaneous call or to create a conference call from a two-party call. A conference call can also be pre-scheduled. o Complete call control and management: Add and drop other call participants as well as mute, hold, or transfer the call directly from the desktop. A call detail record (CDR) provides a log of all calls. The CDR includes the dates and times of all calls call duration of all calls for billing purposes. o Cost-effective conferencing: Delivers the most cost-effective group calling, with ultimate flexibility to customize solutions to best meet individual needs. o Conference archiving: Create recordings of conference calls and collaborative sessions for playback later Outbound caller ID – The system shall include the capability to allow the City to control what information is passed for outbound caller identification. Describe the capabilities that exist and the ability for the City to manage outbound caller ID information. It is an absolute requirement that certain stations will be “silent” and send no caller ID information at all. The City will have the ability on a station by station basis to control what Outbound Caller ID is being passed to the PSTN, including no caller ID. The Mitel has the ability to signal the PRI Carrier to block outbound Caller ID for certain stations. That said, not all Carriers accept that request. It is dependent on the Central Office equipment and its capabilities. Inbound caller ID – The system shall have the ability to display inbound caller ID based on the information passed by the carrier. In addition, the City prefers a solution that displays caller ID on inbound calls when the called party is on the phone, allowing the called party the opportunity to decide whether to take the call. As designed, this is supported. Multiple voice mail indicators – Several telephone sets require multiple indicators for voice mail messages. There are several locations where one telephone set requires two indicators – one for a general department mailbox, and one for an individual mailbox. There is one instance where there are 8-10 employees that share a common telephone, each person having a mailbox. State how users can be alerted to messages in this instance. How many voice mail indicators can there be on one set? This is a standard feature on the Mitel Communications Director. The number of message waiting indicators is limited by the number of available programmable buttons on a phone. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 217 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 32 Ring tones – The system shall support a variety of ring tones. Describe the options available. Does the system support different ring tones for internal and external calls? Does the system support different ring tones for different lines ringing on the same set? Do all telephone sets come equipped with volume control? How are ring tones managed – by the end user or by the system administrator? Discriminating Ring lets you distinguish between incoming internal calls, incoming trunk calls, tie line calls and Callbacks by means of different ring patterns (cadences). The ringing patterns are: Incoming internal: 1.0 s on and 3 s off (internal ringing) Incoming trunk: .5 s on, .5 s off, .5 s on, 2.5 s off (external ringing) Callback: .5 s on, .5 s off, .5 s on, .5 s off, .5 s on, 2.5 s off. To distinguish one ringing telephone from another ringing telephone in the same room is handled by the user at the telephone. There are 8 ringer frequency combinations and 2 warble rates, resulting in 16 distinct ringer tones. Ring loud bells – The system shall support the ability to ring loud bells and other alerts when certain telephone numbers are dialed, in addition to ringing the telephone set to which the call is dialed. Mitel can support loud bells, strobes and other alerting devices via analog station support. To extend overhead paging capabilities though the IP Network to the remote sites, Mitel has an IP Paging Unit. The Mitel IP Paging Unit is an optional module that provides overhead or loudspeaker paging functionality. Night answer features – Several departments activate night answering features in which incoming calls are answered by an automated attendant or go directly to a voice mailbox. State whether this feature can be activated by a single button. State whether this feature can be activated and deactivated on a scheduled basis, with no manual intervention required. State whether this feature can be activated remotely, and if so, how. The Mitel will support all three scenarios. The Automated Attendant capabilities of the NuPoint Messaging Application on the Application Server include an application subset called Call Director. Call Director comes in 2 editions: Call Director – Corporate Edition is an advanced web-based Auto Attendant application which works at the organizational line-group level to add time of day/week/year routing, over-ride and other flexible call flow design and routing. Call Director – Personal Edition is a web-based application that works at the personal mailbox level to add time of day/week/year routing as well as over-ride and other flexible call flow design and routing. 50 Call Directors are included in the price proposals. Interactive Voice Response - The City is using IVR systems for the purposes of building permit inspection management. Incoming callers to the new telephone system must be able to access the IVR system by dialing directly in, or by being transferred through an automated attendant selection. Additional IVR applications may be added. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 218 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 33 IVR systems can be connected to the Mitel system using analog station ports or a T-1 if the port requirement is that high. This proposal was written assuming the required analog station ports are included in the requested analog station port count. Secondary Ring Locations – State whether the system supports the ability for secondary ring locations. Incoming calls to an extension or DID number may ring at one or more locations initially, and then ring at one or more secondary locations. State any limitations that exist to the number of locations that can ring initially, the number of locations that be secondary ring locations, and the total number of locations at which any one line can ring. When Ring Groups are programmed, calls ring multiple telephones, stopping when any one of them picks up. You can program a ring group to ring all extensions simultaneously (Ring All) or one at a time (Cascade Ring), starting with the first member of the group and continuing to other members in the order in which they are programmed to the group. Other features of Ring Groups: calls queue if there is no free member to ring calls unanswered within a specified period are sent to the group's designated overflow destination member phones with large displays show both the group and caller name and number when the group is rung. Small-display phones show the ring group only. Ring Group Capacities (per controller) Maximum number of Ring Groups 176 Maximum number of Members per group 32 Maximum number of Ring Groups in which a device can be programmed 8 Maximum number of simultaneously ringing members 200 Maximum number of calls that can be queued to any or all ring groups 84 Polling – The City’s cable television station wishes to investigate the feasibility of conducting polling using the telephone system. A typical application will allow the public to dial in and register its approval or disapproval of certain television programming. The application would require the ability to log and tally the calls and provide a level of reporting functionality. Describe your system’s ability to support such a capability, and identify whether any additional costs would be incurred. This feature is optional. If polling features are not a core component of the solution, it is not necessary to provide additional information. The NuPoint Messaging system has the ability to create an automated attendant that answers a particular DID number and offers the caller the ability to vote using the touch tone keys on their phone. The reporting that comes standard in the system will provide a report that indicates the peg count of each selection made. Additionally, if the City would like callers to leave a message with their approval vote, this can be offered. The City will place greater emphasis on systems and project teams that best support the features described above, and that, in the City’s estimation, provide the greatest level of flexibility in configuring the system to support the unique needs of individual departments and users. The availability of 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 219 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 34 features, the ease with which features can be configured and reconfigured, the apparent ability of the proposed project team to design and implement solutions based on the unique needs of individual departments and users, and costs will be evaluated. 6. Station Equipment The City will implement a system consisting primarily of IP telephones, with limited use of analog telephones. Power to IP telephones will mostly be delivered by Power over Ethernet switches provided by the City using the 802.3af or newer standard. Estimated station counts to be used for system pricing are provided in the table below. The system will be required to support, at a minimum, the following telephone types: IP telephone sets equipped with multiple, fixed and programmable line appearance keys, feature keys, displays of adequate size and resolution to allow users to take advantage of set-based applications, and speakerphones. The system shall include a family of small, medium and large sets, and optional add-on modules providing the capability of additional line appearances and/or features. For the purpose of proposal development, the City has identified three (3) full-featured, one (1) basic and one (1) ADA Compliant IP telephones to be included in the proposals: o Basic – VOIP SIP compliant station Mitel IP 5304 o Small – 1 to 4 line appearances, display, and speakerphone Mitel IP 5320 o Medium – 6 to 8 line appearances, display, and speakerphone Mitel IP 5330 o Large – up to 16 line appearances, display, and speakerphone Mitel IP 5340 o ADA compliant - and hearing aid adaptable. All phones are ADA compliant. Proponents shall submit the following information to describe the proposed IP telephone sets. o Display – Describe the display, including size (length and width), resolution (pixels), and the number of lines and characters that can be displayed. o Applications – Describe the applications that can be accessed via the IP set. Describe the applications that are included in your proposal pricing and any additional applications that are currently deliverable. Describe any application development tool that would allow the development of additional applications, and the standards that are supported (HTML, XML, etc.). The City will place greater emphasis on products that include the access to an array of applications on the telephone set, a tool kit to allow the City to develop customized applications, and displays of adequate size and resolution to fully support those applications. o Headset Support – Describe the ability of the proposed sets to support wired and wireless headsets. Describe whether the sets have headset jacks. Describe whether the sets support Bluetooth wireless headsets, and whether an outboard appliance is required. o Power Consumption – Identify the power required to serve each IP telephone set in WATTS. Identify the power requirements in an on hook condition, off hook condition, and during call setup. Identify how many of the proposed IP sets can be served by a Cisco, Brocade Foundry or HP 48 or 24 ports PoE switch. Mitel has factored power consumption considerations and environmental concerns into the functional design of our products. In October 2008, The Tolly Group certified that the power consumption of our most popular platforms and IP phones is among the 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 220 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 35 lowest in the industry. (The Tolly Group Report #208345) Our IP phones, even executive phones with large backlit displays, draw from 2 watts to 3.2 watts of power. The implications of reduced power consumption include lower costs for cooling, higher phone density per Power over Ethernet (PoE) Layer 2 switch, and a reduced need for conduit, power upgrade and a cascading reduction of power requirements throughout the data and voice infrastructure. The table below lists the typical (idle) energy consumption of our IP phones and controllers. Model Watts Consumed 5304 IP Phone 2 W 5312 IP Phone 2.4 W 5324 IP Phone 2.4 W 5330 IP Phone 3.2 W 5340 IP Phone 3.2 W 3300 MXe Controller (with single dual T1/E1 module) 52 W 3300 CX Controller (with Analog Main Board and dual DSP module) 37 W - Source: The Tolly Group, October 2008 Power Consumption Comparison of Typical Industry Phones Mitel ShoreTel Cisco Avaya Nortel Power consumption (watts) is shown in bold beneath each product. Low-End Phone 5304 2.0 W 110 3.0 W 7911 2.3 W 1603 3.8 W 1110 2.8 W Mid-Range Phone 5312 / 5324 2.4 W 212K 3.1 W 7931G 5.0 W 1608 3.8 W 1120E 6.0 W Premium Phone 5330 / 5340 3.2 W 560 3.4 W 7961G 3.8 W 9650 4.6 W 1140E 6.0 W Sources: ⁻ The Tolly Group Report #208345 - ShoreTel ShorePhones DataSheet - Tolly Group Report # 208320 - Avaya 1600 Features and Technical Specifications - Nortel IT networks: How to make an immediate impact on your bottom line and the environment 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 221 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 36 - Cisco http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/phones/ps379/white_pa per_c11-481292.html - Note: Power consumption figures given are for typical (idle) usage. The average phone is idle 96 percent of the day. (Based on the assumption of 1.5 erlangs of traffic on the network over a normal working day and inactivity during the weekend.) - EPA Design for the Environment (DfE) Programs - Mitel maintains a documented DFE Program, which actively seeks to reduce the environmental impact of our products through design objectives and targets. The program is tailored to meet the Mitel design community's specific needs, but is based on Canadian Standards Association (CSA) Guideline Z762-95 "Design for Environment" as well as Ecma International standard ECMA-341. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 222 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 37 PAPER LABEL IP PHONES Device Description 5304 IP Phone: 2 x 20 Backlit display (with auto-dimming) 2 Lines with LED indication: 1 prime line and 1 programmable key with LED 7 Programmable keys: speed dials, feature access codes, paging, conferencing, voicemail access etc. Paging and page receive capability Direct page and group page support Dual mode: MiNet and SIP support Incoming call visual indication Message waiting indication Adjustable volume up/down Adjustable ringing up/down Adjustable speaker (paging) volume Speaker for receiving pages Wall-mountable (optional) 5312 IP Phone: two-line by 20-character white, backlit, graphics display with contrast control and auto-dimming 12 programmable multifunction keys with dual-color LED indicators (for speed dialing, line appearances, feature access, etc.) eight function keys: hold, menu, message, speaker, mute, transfer/conference, redial, cancel browser-based desktop user tool programming for easy access to telephone system features hands-free speakerphone operation (full duplex) speed calling call forward call hold (place/retrieve) call transfer last number redial Do not disturb on-hook dial off-hook voice announce and hands-free answerback page send/receive voicemail access – large messaging waiting lamp conference call setup hearing aid compatible handset customizable center panel wall mountable 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 223 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 38 5324 IP Phone: two-line by 20-character white, backlit, graphics display with contrast control and auto-dimming 24 programmable multifunction keys with dual-color LED indicators (for speed dialing, line appearances, feature access, etc.) eight function keys: hold, menu, message, speaker, mute, transfer/conference, redial, cancel browser-based desktop user tool programming for easy access to telephone system features hands-free speakerphone operation (full duplex) speed calling call forward call hold (place/retrieve) call transfer last number redial Do not disturb on-hook dial off-hook voice announce and hands-free answerback page send/receive voicemail access – large messaging waiting lamp conference call setup hearing aid compatible handset customizable center panel wall mountable 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 224 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 39 SELF LABELING IP PHONES Mitel’s 5320/5330/5340 and 5360 phones are full-featured enterprise-class phones. These phones provide a large graphics display with programmable multi-function, self-labeling keys, three intuitive softkeys, 10 telephony function hard keys, and a built-in HTML player for desktop applications. These full-duplex handsfree phones support resiliency as well as hot desking. They can be used as an ACD agent phone, a supervisor phone, or teleworker phone. These are dual-mode phones and can operate using Mitel IP Mode (MiNet) or SIP Protocols. Managing the 5320 through remote programming eliminates the need for paper labels and reduces ongoing operational and installation costs. The 5320’s self-labeling display remains up-to- date, ensuring that users get precise call handling. These softkeys can also be programmed by the user to provide access to advanced voice communications and IP-based applications and services. Device Description 5320 IP Phone: 8 button, 1 page Non-backlit Display Supports: o Gigabit Ethernet Stand o Wireless LAN Stand o IP Dect Stand and 5610 Wireless Phone 5330 IP Phone: 24 button, 3 page Backlit Display Supports: o Gigabit Ethernet Stand o IP Dect Stand and 5610 Wireless Phone o Integrated Cordless Handset o Integrated Cordless Headset o Line Interface Module o 5310 Conference Module 5340 IP Phone: 48 button, 3 page Backlit Display Supports: o Gigabit Ethernet Stand o IP Dect Stand and 5610 Wireless Phone o Integrated Cordless Handset o Integrated Cordless Headset o Line Interface Module o 5310 Conference Module 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 225 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 40 5360 IP Phone: Native Gigabit Support Color Display Touch Screen 48 button, 3 page Backlit Display Supports: o Gigabit Ethernet Stand o IP Dect Stand and 5610 Wireless Phone o Integrated Cordless Handset o Integrated Cordless Headset o Line Interface Module o 5310 Conference Module IP Phone Accessories Integrated Cordless Handset The Mitel Cordless Handset offers unprecedented convenience and corridor mobility for Mitel 5330 / 5340 / 5360 IP phone users. Users can communicate on their desk phone 300 feet (100 m) from their desk. Features Initiate Call/End Call key volume control keys Mute key built-in ringer (Cordless Handset) ability to place outbound calls while mobile with programmable Auto Speed Dial upon off hook Speak@Ease or “0” or secretary speed call LED indicators on the cordless module, handset and headset indicate both connectivity and charging status eight hours talk time 43 hours standby time warning tone when out of communications range support for two cordless devices (handset and headset) per cordless module DECT-based design: DECT 6.0 cordless technology provides higher quality voice transmission, density, and less interference compared to Bluetooth Integrated Cordless Headset The Mitel Cordless Headsett offers unprecedented convenience and corridor mobility for Mitel 5330 / 5340 / 5360 IP phone users. Users can communicate on their desk phone 300 feet (100 m) from their desk. Features Initiate Call/End Call key volume control keys Mute key ability to place outbound calls while mobile with programmable Auto Speed Dial upon offhook Speak@Ease or “0” or secretary speed call LED indicators on the cordless module, handset and headset indicate both connectivity and charging status eight hours talk time 43 hours standby time 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 226 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 41 warning tone when out of communications range support for two cordless devices (handset and headset) per cordless module integrated cordless headset functionality eliminates the need for a handset lifter DECT-based design: DECT 6.0 cordless technology provides higher quality voice transmission, density, and less interference compared to Bluetooth Line Interface Module The Mitel Line Interface Module (LIM) ensures that connected phones maintain basic telephony and business continuity during WAN failure. A discrete optional module, the LIM integrates into the back of Mitel 5324, 5330, 5340, and 5360 IP phones, providing a separate connection to an analog line, such as that included with a DSL service. During WAN failure, the phone can use this connection to switch to the PSTN automatically until service is restored. A user can use the analog line for emergency calls as well as for local calling. A line appearance and ringing on each phone identifies an incoming call. Gigabit Ethernet Stand The Mitel Gigabit Ethernet Stand enables Mitel 5300 series IP phones to operate in a 10/100/1000 Mbs Ethernet LAN environment. This allows an IP phone to provide a gigabit connection from the network to the desktop. Attaching to the base of the phone, the stand provides three ports: a gigabit Ethernet LAN port (to connect to the gigabit switch) a port that allows a gigabit Ethernet-equipped PC to connect to the LAN via the stand a 10/100 Mb Ethernet connection to the attached phone The gigabit Ethernet stand supports the IEEE 802.3af power over Ethernet standards, eliminating the need for a separate power supply for the IP phone. 5610 Handset and IP DECT Stand Full featured 2-Line Cordless Handset which includes: 128 x 128 Color Display Full dial pad & navigation keys / soft keys (e.g. Swap / Transfer / Conference) Speakerphone 9 Polyphonic Ring Tones Distinctive Ring based on CLID Speed Dials, Call Log, Phone Book Each IP DECT Stand supports up to 8 x 5610 IP DECT Handsets or a combination of Handsets and IP DECT Repeaters to a maximum of 8. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 227 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 42 5310 Conference Unit Mitel 5310 IP Conference Unit provides full-duplex (the ability for both parties to speak at once) advanced IP conferencing. This is accomplished through sophisticated acoustic beam-forming technology designed for meeting rooms up to 20 ft by 30 ft. The 5310 IP unit connects to the Mitel 5324, 5330, 5340 or 5360 IP phones (sold separately), enabling the user to manage the conference through familiar telephony controls, and eliminating the need for an additional LAN port. IP PKM 12 The Mitel IP PKM 12 connects from a Mitel IP PKM interface module to a Mitel 5324, 5330 or 5340 IP phone to provide it with 12 additional personal keys. These keys can be programmed through the telephone as feature keys, speed call keys, direct station select keys, or line appearance keys. Each has a line status indicator that works the same way as those on the associated telephone. The IP PKM interface module is installed separately in the module slot available on the 5324, 5330 or 5340 IP phone. The IP PKM 12 can be powered locally or through power over Ethernet. IP PKM 48 The Mitel IP PKM 48 connects from a Mitel IP PKM interface module to a Mitel 5324, 5330 or 5340 IP phone to provide it with 48 additional personal keys. These keys can be programmed through the telephone as feature keys, speed call keys, direct station select keys, or line appearance keys. Each has a line status indicator that works the same way as those on the associated telephone. The IP PKM interface module is installed separately in the module slot available on the 5324, 5330 or 5340 IP phone. The IP PKM 12 can be powered locally or through power over Ethernet Wireless IP telephones capable of operating at any City facility equipped with wireless infrastructure, using the 802.11a, b and g standards, and/or 802.11n. Any such phones must work with the City’s existing wireless infrastructure. Proposed is the Polycom Spectralink e340 wireless handset. The NetLink e340 Wireless Telephone supports a broad range of enterprise applications and is ideally suited for the general office, financial or hospitality industries. This compact handset offers a rich set of features including a high-resolution graphic display, menu-driven functions and messaging capability — all within a lightweight, ergonomic design. The NetLink e340 Wireless Telephone provides exceptional voice quality and mobility at an affordable price. Carrying options and accessories are available to suit users in every work environment. Softphones – software supporting telephone service integrated into a PC, with no physical telephone set. Proponents shall submit details of the Softphone capabilities. The Unified Communicator Advanced client can be a desktop phone companion operating on the desktop and controlling the telephone OR it can offer complete desk phone functionality 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 228 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 43 (softphone) in itself operating on a PC/laptop with audio capabilities. When being used as a softphone, staff can access the corporate network from any location with a high speed internet connection. PC-based attendant consoles – to be used initially at the City Hall attendant console. Proponents shall provide a complete description of the console application, including screen images. Required features include an in/out board and DSS/BLF display. Mitel’s Unified Communicator Advanced Console is designed for environments where the attendant, receptionist or administrator has multiple job functions and require their telephone and PC to conduct daily tasks outside of call answering. The UC Advanced Console provides rich Mitel presence information to the console user helping to process calls more efficiently. The UC Advanced Console supports a call-handling feature set that is desirable for group administrators, regional attendants, or anywhere that live-call answer and sub-attendants are required. Using presence and availability information, the attendant can transfer calls to the appropriate location, transfer directly to voice mail, or quickly set up conference bridges for ad hoc conference calls. The Console user has the ability to view and handle calls for all contacts on the system from the Console view. . 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 229 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 44 Call center/ACD sets – The City envisions having the ability to set up call center functionality on an as-needed basis, for example when the Emergency Operations Center is activated. In this example, existing office staff and telephones may be “commandeered” to take calls during an emergency. Therefore, the system shall allow traditional IP sets to be quickly reconfigured as call center sets with the features typically assigned to call center agents and supervisors. The City will place greater emphasis on solutions that do not require dedicated call center instruments that are different than normal office IP sets. Any phone designated as a Hot Desk phone is now available to be logged in as an ACD phone. This allows agents to freely move around an organization, login at any phone and have the ACD route them calls at that location. For example, from anywhere in the City Network, EOC personnel can simply log-out of their everyday telephone identity and log-in as the EOC identity and instantly access the features of the Mitel ACD. Depending on the number of personnel that need to staff the EOC, you should consider the purchase of an additional user license to have programmed up and waiting in advance so all they have to do is log into their phone with this user license. Analog single line telephone sets (both desktop and wall-mounted) with speakers to support paging to the set (proponents shall state clearly whether this capability is supported) and a message waiting lamp. Proponents shall state whether its analog sets can also be supplied with buttons to access commonly used features such as hold and transfer, and whether they can be equipped with a caller ID display. The system shall also support the connection of analog devices such as fax machines, credit card authorization devices, modems and several existing analog Polycom conference telephones. Paging to analog sets is not supported. Additional buttons that can be programmed as feature buttons is supported. Caller ID can be passed to analog station sets that have a digital display. However, analog sets that have a digital display must have a separate AC power supply to power this display. Proponents must provide a description and photographs of the entire family of telephone instruments that may be used on their proposed system, identifying instrument size, fixed and assignable button appearances and features, and color selections. Pictures and descriptions are provided in this section in pages 35-40. Color choice is a beautiful dark gray, almost a black color. The number of working devices required at each location is approximately as follows: Contractors shall include these quantities of devices in their proposals. Proponents shall use the following table to determine the quantities of station equipment to include in its proposal. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 230 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 45 Estimated number of phone sets and accessories Proponents shall specify if the Nortel VoIP sets specified in Section 1.3.4 are supported by proposed system. The Nortel 1120 IP phones are certified by the Mitel SIP Center of Excellence to operate on the Mitel Communications Director. Since the Nortel 1140 is of the same family of phones but a different amount of buttons, it can be assumed that they will work however this specific model has not been certified. On page 2 of the RFP, the City lists a component of Goal 2 as Vendor ability to provide and support standardized phones for a consistent predictable phone experience throughout the City. Re-using the Nortel IP phones is contrary to this goal but we understand the financial need to re-use these phone. In an effort to minimize the cost factor and to encourage the City to consider replacing the Nortel Phones, Mitel and TRI-TEC have increased the discount level on the 5320 IP phones which translates to the equivalent of 50 free telephones. 7. Station Reviews and Final Quantities The City requires that the successful Proponent conduct detailed station review as part of its project plan, after a contract is executed. Station review shall include a survey of each department to establish the requirements for each user, department and at each facility, and properly apply the capabilities of the system to each station. The City will provide direction to the selected Proponent regarding City guidelines and standards for the use of system features. The exact quantity and type of telephone instruments to be installed at each site will be determined as a result of detailed station reviews to be conducted by the successful Proponent, with assistance from the City project coordinator, after the execution of a contract. Proponents shall provide the add/delete price for each model that will be used for any set type substitutions that may occur as a result of these station reviews. TRI-TEC listens, asks questions, discusses options, makes recommendations or proposals, answers questions, assists in developing the solution and implements the solution as decided by the City of Renton. Ultimately we try to understand what the operational objective is for implementing features and applications so we can make appropriate recommendations. We always look to get “hard evidence” whenever possible to use when designing systems and applications for our customers. This “hard evidence” can include: Interview key EXECUTIVE personnel on organizational goals; present and future. Inventory of all communications equipment and software packages. Obtain information pertinent to service and maintenance billings. Call each number that a customer would call for access. During various times of the day under various call volumes, look for: number of rings to answer, what happens when answered (human or automated). If human, did they answer ready to serve? If automated, go through ALL choices. Document announcements and recordings. Basic sets Small Medium Large Expansion Module Wireless Analog Analog Ports Wireless Headsets PC Consoles Soft Phones 50 400 200 30 2 25 15 100 50 5 5 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 231 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 46 Interview key DEPARTMENTAL personnel and heavy phone users. If appropriate, observe them at their job (preference is being able to listen to both sides of the conversation). Identify process for archiving and retrieving customer data records at applicable call points. Understand different departments and how an “order” flows through them. Understand points of differences between departments. Understand what types of reports management uses to identify efficiencies in the systems and workflows. Inventory of Lines/Trunks at each location. Identify & Analyze each departments voice line traffic load and purpose. 8. Desktop Integration Proponents shall submit descriptions of the desktop integration features available in their systems. Include in this discussion the following, at a minimum: Ability for users to manage telephone feature configuration Ability for users to manage voice mailboxes Ability to integrate with Microsoft Active Directory and Exchange Communications portals Presence and status features Ability to dial from a directory (click-to-dial) Ability to access voice mail messages Unified Communicator Advanced, offers much more than the ability to dial out or answer calls from your PC. It provides a single access point for all your business communications needs. UC Advanced gives you unprecedented control over your communications and allows real-time access to everyone in the organization on or off the premises making every communication count. You can look forward to the following features of Mitel’s CTI software - UC Advanced: Simplified Call Management & Logging In addition to point and click access to the advanced call management features of the Mitel 5000, all of your incoming, outgoing and missed calls are logged to the UC Advanced client – even when the client is NOT running! With one glance, you’ll see the calls you have missed and be provided with the presence and availability of caller. Of course, you can click to dial any call in the call log. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 232 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 47 Co-Worker Presence & Availability Know before you call if co-workers are available for a phone call or an Instant Messaging session. SYMBOL PRESENCE STATE Indicates that the contact's phone is idle. Indicates that the contact has enabled Do-Not-Disturb. Indicates that the contact's phone is busy. Indicates the contact is online and available for chat. Indicates the contact is away from their computer. No symbol is present with the contact is off line. Dynamic Status Create customized call routing based on calendar events or drill down even further to create custom call routes based on time of day or even Caller ID. Combine phone calls with Instant Information Tag your call with the purpose and assign a high priority to alert the person you are calling. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 233 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 48 Calendar Integration Synchronize your phone with your Outlook Calendar to provide dynamic status updates based on the your busy and out of office settings in your Outlook Calendar. As important as what you are doing right now, the Mitel Unified Communicator broadcasts what time your meeting is and even when your current meeting is scheduled to end. Integration with Dynamic Extension Express Dynamic Extension Express allows your cell phone and Desk phone to ring simultaneously. If you use Dynamic Extension Express and answer a call on your cell phone, your correct status is updated to all your co-workers. Drag & Drop Conference Calls Create up to an 8 party conference call by dragging and dropping contacts to your active call window. Knowledge Management Provides indexing and search functions to correlate files and e-mail messages with users’ contacts. Search your files with one click of a button for documents and items associated with the person calling. Corporate Secure Instant Messaging / Online Chat UC Advanced’s secure IM and file sharing features offer a highly usable chat experience. Initiate a single or multiparty chat at the click of a mouse and, at the same time, share documents by dragging and dropping files into the chat session. This creates a more cohesive team work environment while providing a secure and encrypted IM history log. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 234 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 49 Phone Button Programming Buttons can be configured by users on their phone from the desktop client. Launchpad Provide easy access to frequently performed tasks. Launchpad items are associated with actions (Dial a number, browse to a URL, run a program, and explore a folder) and appear on the Launchpad as buttons RSS Content The RSS Window provides access to scrolling Really Simple Syndication content such as news headlines, excerpts from discussion forums or corporate information displayed in the RSS window. The RSS Window provides links to web content and additional RSS feeds as well as navigation capabilities. 9. Mobility The City has a requirement for its workforce to be mobile, and requires a telephone system to support this mobility for home workers (telecommuters) and mobile workers, and in order to provide employee/citizen access to communications services and systems in the event of a disaster. 9.1 Telecommuters For staff that will work from home, regardless of frequency, the system shall have the ability for staff to make and receive calls as if the worker was in the office. The City envisions functionality allowing workers to “log in” from a remote site, using either a Softphone client or IP telephone set. This functionality shall provide all the capabilities that the worker would enjoy if he/she was at his/her office. When activated, incoming calls to the worker’s extension shall ring at the remote site, and provide all 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 235 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 50 the information (caller ID, for example) and feature access (call transfer, conference, for example) that the worker has when working from the office. Also when activated, outgoing calls shall access City network facilities (PRIs) and shall be captured and reported on by the call accounting system. The worker shall be part of the City 4 digit dial plan when this feature is activated. Proponents shall submit a detailed description of the mobility functionality included in their proposals to support telecommuters, and also provide a description of other telecommuter capabilities available with the proposed solution. Proponents shall submit details regarding the client software Proponents shall also submit the pricing elements for this functionality. For example, does each telecommuter require an additional license? To ensure the deployment of secure internal and external workspaces, the Mitel Border Gateway (MBG) ensures superior voice quality and provides comprehensive threat protection, strict access control, and privacy in a single consolidated server. This solution securely enables remote employees to work and collaborate productively by having a complete in-office Unified Communications experience without being physically in the office. The Mitel Border Gateway delivers the following co-resident services on a single platform: Teleworker Service - Turns any Mitel IP desktop or soft phone device in to teleworker mode SIP Trunk Proxy Service -Can serve as a SIP-aware firewall at the edge of the company network and eliminates the need for third party firewall devices, simplifies configuration and deployment Application Web Proxy Service - Enables trusted connectivity between company LAN and the Public Internet to provide secure access for Mitel Unified Communications applications. The Mitel Border Gateway delivers the core underlying Infrastructure for a reliable, secure network with continuous availability. MBG supports a fully meshed cluster of nodes which serve as a single, large, Teleworker server providing scalability beyond 2,500 employers and high availability. MBG creates secure external workspaces by providing high grade security with signaling and media authentication, and encryption via secure embedded 128 bit AES encrypted voice and SRTP. MBG manages IP network traversal, additionally no separate VPN required. No Teleworker licenses are included in the proposal. Individual Teleworker licenses have a Manufacturer List Price of $150. Bulk purchases will bring that price down as follows: 10 Licenses $1,100 50 Licenses $4,750 100 Licenses $8,250 9.2 Mobile Workers For staff that will work in the field, the system shall have the ability to extend office calls to a cellular telephone. This capability is not to be confused with simple call forwarding to a cell phone. The required capability is that office extensions can be extended to a cell phone. Features shall include: Ability to toggle a live call from office phone to cell phone Ability to toggle a live call from cell phone to office phone Ability to receive incoming DID calls with caller ID Ability to access system network services (PRIs) to initiate outgoing calls Ability to make and receive internal calls using the 4 digit dial plan Ability to activate the feature remotely Ability to access all office phone features from the cell phone while activated 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 236 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 51 911 calls dialed from the cell phone while activated will show cell phone location to PSAP. Proponents shall describe this functionality in detail, including any necessary hardware or software, the process by which the feature can be activated locally and remotely, and costs. If there are individual license fees, identify those costs. Mitel’s Dynamic Extension provides a feature called External Hot Desking to extend hot desking capabilities to an external device, which makes it appear as an extension on the system. When the external hot desk user (EHDU) is logged in to the 3300 ICP, a caller only needs to dial the extension number assigned to the user and the system automatically rings the user's cell phone, home phone or other device of choice—including an extension on another private network or PBX. As a PBX extension, the external device user has access to extension dialing along with select PBX features and Calling Line IDon all calls originated through the system. When a call is extended from the system to an EHDU, the internal state of the user is updated to reflect the busy condition. Since the state of the user is known, an EHDU can be monitored by DSS/BLF keys on other devices. Call diversion features and group features, such as hunt groups, follow the normal treatments for busy, out of service, etc. For example, if an EHDU is a member of hunt group, and is active on a call, the hunting algorithm will skip the busy EHDU and try the next member. External Hot Desking provides support for the following additional capabilities: the ability to remotely change the external device number as well as the login PIN used for authenticating the user and granting access to system resources access to mid-call features—Hold/Retrieve, Transfer, Conference, Call Swap, Cancel Call, Remove Digit Detector—by outpulsing DTMF tones while active on a PSTN trunk access to select system features, such as Call Forward Setup, Paging, Group Presence, through the use of feature access codes. the option (via Class of Service) to remain permanently logged in. group membership, including hunt groups, ring groups, personal ring groups, hospitality suites. device resiliency Dynamic Extension Licenses are licensed on an individual basis and 25 have been included in the initial system proposal. 9.3 Other Mobility Features Proponents shall describe any other mobility features that are available with the system. For any such features, identify the application, any necessary hardware and software, and associated cost structure. Mitel’s Unified Communicator Advanced supports smart phone clients. Thse licenses carry a list price of $59 regardless of which client you purchase. There are 25 Blackberry clients included in the proposal but you could easily mix and match them in one system. ANDROID: While Mitel does not state a minimum hardware requirement for the Android devices, it is recommended that you keep your OS up to date as newer features are built against the latest OS’s and later OS’s are not guaranteed to support all of the UC Advanced Mobile for Android features. The tablet application is in development. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 237 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 52 Software requirements The UC Advanced Mobile for Android application requires Android 1.6 or later. BLACKBERRY: UCA Mobile for blackberry is a stand alone client that users install on their Blackberry mobile device. The client provides Dynamic Status updates based on the users current location. Requires OS 4.5 or later 2MB Disk Space and a GPS or Bluetooth locator service. The UC Advanced Mobile Portal provides remote access to a subset of UC Advanced features from a native Web browser on a mobile device. The mobile device must be running one of the following supported mobile operating systems: RIM Blackberry 4.5, 4.6, 4.7, or 5.0 Windows Mobile 6.1, 6.5, 7.0 Apple iPhone 1.x, 2.x, 3.1 Google Android 1.x, 2.0 Symbian 9.4 or 9.5 APPLE iPHONE: In development. Should be available within 60 days. 10. Music On-Hold Proponents shall describe the capability for Music On-Hold functionality and configuration. The 3300 MXeIII Controllers can support traditional Music on Hold sources or use its own file based Music on Hold 11. System Administration and Management System administration and management services shall be provided to enable the City to manage the system. The proposed system shall include the hardware, all required software, programming, and the necessary link to the telephone system. The system shall be able to be accessed via the City network and remotely via VPN or web portal, with appropriate security. As a minimum, the system must support the following: 11.1. Moves, Adds and Changes including: The system shall provide a means for the City to perform moves, adds, and changes in real time, or on a scheduled basis. Adds moves and changes are performed on a real-time basis. 11.2. Class of Service Definition and Maintenance The system shall provide a means for the City to assign classes of service which define the set of privileges and features available for each station. The system shall also provide a means for the City to create new classes of service as the need arises. Proponents shall identify the number of classes of service that the system will support. The system will support 96 Classes of Service and 64 Classes of Restriction. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 238 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 53 11.3. Control of Network Services The system shall allow the City to exercise access to and control over network services attached to the system. Understood and comply. 11.4. System Performance Monitoring and Reporting The proposed system shall be equipped with all necessary hardware and software to monitor system performance, generate alarms, conduct diagnostic tests, and create reports providing summary and detailed history of the system performance. Proponents shall describe all conditions and parameters that are monitored and reported on. Selected conditions and parameters that shall be included are: Voice quality on the IP network Security (reporting on a security breaches, attempted security breaches) Resource utilization Alarms and actions taken Trunk utilization (utilization of all trunks and PRI channels) The 3300 ICP system raises an alarm when an anomaly is detected and corrective action is required. The system continuously provides all attendants who use the Mitel consoles with alarm status information. Alarm threshold levels are programmable. There are three classes of alarms: Critical: indicates a loss of service that demands immediate attention. This alarm invokes System Fail Transfer. Major: indicates a fault that affects service to many users. This alarm usually results in a major degradation in service and requires attention to minimize customer complaints. Minor: indicates any fault that does not fall into either of the above two classes. When the system is not 100% operational, a minor alarm is raised. It may require the attention of a technician, but it is not urgent. Examples of a minor alarm include the loss of a single line or trunk circuit. The system clears an alarm condition when the fault is corrected. MCD can e-mail notification of alarm conditions to up to 10 addresses should a critical, major, or minor alarm occur. Prompt notification of alarms ensures that issues can be resolved quickly. The technician or administrator can set up this feature to send notifications based on the severity of the alarm. MCD also supports Simple Network Management Protocol (SNMP). SNMP traps can be used to monitor the system devices and functions. The SNMP agent in MCD communicates with SNMP-compatible Network Management Stations and supports industry-standard MIB-II definitions as well as proprietary SNMP extensions. SNMP defines asynchronous messages called "traps". SNMP traps are generated to alert the administrator when significant events take place such as alarms are triggered or cleared. Traps are sent by the SNMP agent in MCD to an SNMP manager usually to report error conditions, but other types of messages can also be transmitted. The IP Phone Analyzer is a Windows application that collects performance information from IP Phones within the network. It allows the technician to use one PC to monitor the status of all IP phones on the system. IP Phones within the network send debug, status, and statistical information to the IP Phone 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 239 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 54 Analyzer. The IP Phone Analyzer allows the technician to direct phones to new IP Phone Analyzer addresses via an MCD Maintenance task. This eliminates the requirement to reset the phones manually. The application provides the following information in four views: Status View - Displays status of each phone registered with the analyzer application, MAC Address, IP Address, Directory Number, State, Link Lost, Set Type, Absolute Time, Load Revisions, Current ICP, and the CODEC type being used by each set on the network. Packet View - Displays trace messages sent from each set for analyzing purposes. Packet History View - Sorts messages received by the IP Phone Analyzer. Call Statistics View - Displays call statistics, including RTP statistics, collected from IP sets TRI-TEC engages a secure, encrypted web service to “meet” City personnel where desktops can be shared or taken control of. If the event calls for on-site response, appropriate personnel are immediately dispatched. We can perform diagnostics and troubleshoot any technical issues that may arise from the single management interface. This management interface can support all locations. The City will place greater emphasis on administration and management systems that allow all (or most) systems and subsystems (telephone system, voice mail, call center, E9-1-1, and optional call accounting) to be managed from a single platform or portal. The City will place lesser emphasis on solutions that require system administrators to log in and out of multiple applications in order to manage the system. Telephone System (911 is embedded), Voice Mail System, Call Center Routing, Conference Bridge are all programmed through the same portal. Call Accounting System and Call Center Reporting are stand alone systems and are administered through separate interfaces. Mitel’s Embedded System Management (ESM) is a browser based administration tool that will allow PCLS to manage the entire network with a single sign-on. A message board within ESM allows users of the System Administration tool to leave messages for each other. The message board interface will allow an administrator to add text that can be seen by all other users of ESM after they have logged in and opened the Message Board. Installation, configuration, and administration are minimized and simplified through a series of powerful tools. These tools are designed to ensure that the target audience — end-user, group administrator, system administrator, or installer can perform their functions quickly and easily. • End user tools allow users to maximize the value of the system features. • Administrator tools simplify system and user configuration. • Management tools automate the tasks required to support large scale installations. • Maintenance tools reduce the time and costs associated with system support. System Administration Tool The System Administration Tool allows trained technicians and system administrators to program system-wide parameters, voice parameters (line, extensions, management parameters, system 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 240 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 55 directory, and voice mail) and IP networking parameters. This tool also provides access to Maintenance Logs, Software Logs, and Login and Logout Audit Logs. The System Administration Tool also includes the User Provisioning form which provides administrators with the following capabilities: Consolidated view of user or device information - simplifies the add, modify and delete functions for most users and devices. It reduces the number of times the same data is entered into the system which reduces the entry errors and time spent on these types of tasks. Copy user functionality - allows administrators to quickly create new entries using other existing user or device settings or configuration. Import capability - allows administrators to quickly collect and import user and device data via MS-Excel spreadsheets. These spreadsheets contain built in validation similar to ESM data entry rules which helps reduce errors. The System Administration Tool supports Range programming. Range programming speeds up the programming and configuration of MCD by allowing the administrator to program repetitive data using a single command. The administrator can also print forms and form data. The System Administration Tool also includes data import functionality which allows the administrator to quickly import large numbers of new users and devices via a .CSV format file. The administrator can collect a large amount of configuration data into the spreadsheet file, and then import it directly into the MCD database. The import functionality eliminates the requirement to manually enter configuration data for each user or device. It saves a considerable amount of configuration time, and it reduces the likelihood of data-entry errors. Nothing in Section 2.11.1 through 2.11.4 is intended to absolve the selected Proponent of any of its responsibilities to develop and load all initial databases (telephone system, voice mail, call center, E9-1- 1, phone management system, optional call accounting), perform MAC work, monitor system performance, respond to alarms, and otherwise conduct preventive and responsive maintenance in compliance with the terms of the warranty or any future maintenance agreements. 12. Voice Mail System 12.1 General Proponents shall propose a voice mail system designed to support the City telephone system. The City envisions a shared voice mail system located at the Data Center facility. As an option, the City will evaluate the feasibility of a physically and geographically redundant system, with a second system located at the Fire Station # 12. The system shall be equipped to support up to 1,000 mailboxes, 24 concurrent accesses to voicemail and adequate storage to allow users to store voice mail messages up to a capacity of 15 messages of 2 minutes per user and the capability of automatically deleting them after 30 days. Fifteen (15) concurrent access channels are required at the time of system installation. Provide all underlying assumptions used to calculate the amount of storage based upon industry standards and Proponents’ experience in similar installations. State if the system is field upgradeable with more mailboxes and storage. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 241 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 56 12.2 Voice Mail Integration Features The proposed telephone system must be capable of full and transparent integration with the proposed voice mail system (VMS) system. Minimum integration features must include: Lighting message waiting lamp on phone set Comply Providing stutter dial tone on stations not equipped with message waiting lamp Comply Forwarding of calls to personal greeting Comply Transfer of calls from a coverage point directly to the mailbox of the originally intended destination Comply Out calling from voice mail system Comply 12.3 Voice Mail System Capacity Identify the following quantities: Total number of mailboxes allowed in system 2,500 before a platform upgrade is required. Total number of mailboxes configured as proposed 1,000 Maximum number of messages or minutes allowed per mailbox and in system 200 Maximum message duration 60 minutes, default is 5 minutes Number of personal greetings User can have 4 pre-recorded general greetings and switch them from the web view. A user account can be set up for conditional greetings as well (different if the call went to voicemail because of the following conditions: Busy, Forward, Ring No Answer). Additionally, the Call Director application allows users to create a very complex greeting system, virtually limitless, based on schedule, caller ID, user input, etc. Maximum personal greeting duration 60 minutes, default is 2 minutes 12.4 Send Messages These required features apply to sending/recording a message: Cancel message without address re-entry Comply 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 242 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 57 Message re-record Comply Message review Comply Pause during message creation Comply. The mailbox user presses the 1 key to pause for 60 seconds while recording or playing back a message. When the user presses any other key, play resumes after the beep. No prompts play for this feature, and outside callers cannot use it. Users hear a beep every five seconds during the pause Silence compression Comply Invalid Address notification Comply Subscriber Name Verification Dial by name is supported Message delivery confirmation Comply Notification of message non-delivery For distribution list messages, the following delivery notifications are made: "n recipients could not receive your message." "n recipients have not played your message." "n recipients have played your message." Mark as Private/Confidential Message Comply Urgent message designation Comply 12.5 Group Distribution Lists These required features apply to the creation and use of distribution lists: Identify maximum number of distribution lists per user/system-wide Each mailbox can have up to 99 personal distribution lists, with up to 65,535 users per list Up to 99 “Master” distribution lists are supported on the server. Identify maximum number of names per distribution list. The City will place greater emphasis on solutions that allow a broadcast to all mailboxes in the system. 1,000 User review of distribution list by name 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 243 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 58 Comply List nesting and/or concatenation Comply Duplicate Addressee Removal If you delete a mailbox, the system searches distribution lists automatically and removes from each list on the system. If you enter the same extension twice in a distribution list, it will see that there is a duplicate and only list it once. Proponents shall describe the process by which a system distribution list is created. Proponents shall describe the process by which a user creates an individual distribution list. Master Distribution Lists are created by the System Administrator. User Distribution Lists are created by the user. You can access distribution lists through the Web View or your phone (by list number). To Create a Distribution List from Web View. 1. In the Distribution Lists tab, click New List. 2. Enter a List Name and List Number. Note: List numbers must be in the range of 1 - 99; however, 1 - 9 may be restricted by the System Administrator. 3. To add members to the list: In the Mailbox drop-down list, select the type of member to add. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 244 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 59 Enter the number of the mailbox extension, personal or system distribution list, broadcast mailbox, NuPoint Unified Messaging phone number, or NP-UM Net mailbox. You can also use the Search button to find an existing distribution list to use, or to find a member to add to the distribution list. Click Add. 4. Continue adding members until your list is complete. 5. Click Save. 6. To record a name for the distribution list, select the list and then click Record Name. If you have set your Call Me number in the Settings tab, the system will call your extension so that you can record a name over the phone. Otherwise, the system will prompt you to call into your mailbox. 12.6 Receive Messages These required features apply to receiving a message: System states total number of messages in mailbox Comply Message scan by sender name Comply with Unified Messaging Skip to next message Playback/Record Controls (Pause, Repeat, Skip, Replay) Comply with Unified Messaging Message Disposition Controls (Save, Delete, Forward, etc.) Comply Time/Date Stamp Comply Message Reply/Transfer; i.e., ability to call back individual leaving message Comply Reply to message (without reentry of sender's number/name) Comply Forward message with oral comments (front-end or back-end) Comply Adjustable volume control (on playback) Volume Control is through the telephone, computer speakers, or Playback Toolbar (in UM Advanced) 12.7 Call Answering These required features apply to the VMS call answering capabilities: Personal Greetings of variable duration 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 245 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 60 Up to 4 regular personal greetings for normal mailbox, more available when using Call Director to create message tree. Ability to pre-record multiple personal greetings and change or re-record personal greetings from any telephone (or via web portal) Change via Web-Portal for normal greetings, change via Web Portal and/or TUI for Call Director menus created. Identify maximum greeting duration 60 minutes, default is 2. Ability for caller to transfer out of voice mail once in a user’s mailbox Comply Ability for caller to mark message urgent Comply Ability for caller to elect to dial out to mailbox owner if this option is offered in the greeting Comply Support for callers from rotary telephones Only DTMF interaction is supported. Any user, whether from DTMF or Rotary phone, is able to record messages after being routed to a mailbox. Automatic message entry; i.e., no need to press “1” (for example) to leave a message Comply 12.8 Voice Mail Security The VMS shall have security measures available. Contractors shall confirm the following capabilities: The system shall provide for a personal ID in addition to a password. Comply The subscriber shall be able to select and change personal passwords at any time from anywhere. Comply The system design shall be able to prevent the System Administrator or anyone else from learning personal passwords, and from listening to voice mail messages of users. Comply The system shall disconnect a call after three incorrect attempts to enter an ID/password, or Comply. When a user calls in and enters an incorrect passcode one of two options can happen, depending on class of service setup: 1) The user can be prompted to enter the passcode again, if it is correct they are granted entry to the mailbox. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 246 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 61 2) The user can be prompted to enter the passcode again, regardless if the passcode is entered correct or not, the user is prompted to enter the passcode again. This will prevent a hacker who is simply running through a list of potential passcodes from knowing the one they just entered was correct, and they will continue down their list, by-passing the correct passcode. In all cases, after three incorrect attempts the call will be disconnected. The system shall be configured to transfer to a pre-defined extension after three incorrect attempts to enter an ID/password. The system will hang-up on the caller and this entry attempt is logged and can be reported on by an administrator 12.9 Remote Voice Mail Access The VMS shall support access to all of the system features by a VMS user (i.e., user with an assigned mailbox) dialing into the system remotely using a standard DTMF telephone set. The feature invocation keys/key sequences shall be the same for both local and remote users. Understand and Comply. The VMS shall also support access to the VMS via a desktop integration tool or web portal. Describe this functionality and provide pricing, if an optional feature. All UM users have access to the Web View interface. However, access to the different tabs in the Web View interface depends on the type of user: 12.10 Automated Attendant The VMS shall include a robust Automated Attendant capability. Most City departments will use automated attendant in at least one of three ways: As a secondary means of departmental phone answering, when administrative staff are not available, i.e., the automated attendant will answer after 3-5 rings As a primary means of departmental phone answering, i.e., the automated attendant will answer immediately As a means of nights, weekends and holidays answering, i.e., the automated attendant will 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 247 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 62 answer immediately when the night answer feature is activated The City will provide guidance to the selected Proponent regarding policies for departmental use of automated attendant features. The City is particularly concerned about insuring that citizens are served properly, including having telephone calls answered efficiently. State whether individual departments are able to change the “zero out” destination, and how this is accomplished. State whether alerts can be generated when “zero out” calls are not answered; i.e., when “zero out” calls go to a voice mailbox instead of a human. The system shall support the pre-recording of multiple automated attendant greetings that may be invoked on a scheduled basis or on a manual basis by secure access from any touchtone telephone or via a web portal. For example, departments using automated attendant shall have the ability to have a business day greeting and a nights/weekends greeting that are activated on a scheduled basis. Alternately, departments shall have the ability to answer the phone “live” during business hours, and activate the automated attendant nights, weekends and holidays. The system shall have the ability for users to record/re-record and activate automated attendant greetings by secure access from any touchtone telephone or via a web portal. For example, if the City decides to close its offices due to a major storm, departments shall have the ability to insert an automated attendant greeting from any touchtone telephone or via a web portal remotely. Call Director is an advanced web-based Auto Attendant application which works at the organizational line-group level to add time of day/week/year routing, over-ride and other flexible call flow design and routing options. Call Director is a web-based software application that: allows administrators and users to create Auto Attendant applications; provides voice menu capabilities to Mitel NuPoint Unified Messaging; tells NuPoint Unified Messaging how to handle incoming calls in terms of call flows; provides default call flow templates for simplified administration and ease of use. A call flow is a collection of call handling tasks or events that are exercised depending on the call flow action configured by the call flow owner. Call flow owners can be either the end user of the mailbox, or the System Administrator. WAV files can be uploaded through Call Director so KCLS can have professional greetings recorded off site. These WAV files can be stored on a PC and Call Director can then be invoked to import them as greetings. Administrator and end users have the power to upload professional greetings as simply and as easily as recording their own greetings through the TUI. The Call Director provides a visual interface that guides you through the Call Flow and allows a single portal form which to program and manage the different Automated Attendants. The following call flow actions are provided with Call Director: Personal Dial Zero: Allows the user to transfer a call to the same attendant whether the caller is transferred while dialing 0 in the call flow or after being transferred to the mailbox. The call flow owner can specify the attendant number through the Web View interface and it will be stored in the mailbox database. In a call flow, the user can also specify that a call be transferred to the same attendant number. When a call falls on this action, the attendant number will be extracted from the mailbox database and the call will be transferred to that number. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 248 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 63 Override: When enabled, Override supersedes all subsequent programming within the call flow. You can program Override to route calls to an extension, voice mailbox, message, or the attendant. Overrides can be turned on and off in Call Director or from any DTMF telephone. Schedule: Allows the user to define when they are in or out of the office (day/time), or on holidays. This allows the user to configure their call flows to manage inbound calls differently depending on their office or holiday schedule. Message / Greeting: Plays recorded audio, such as a mailbox greeting to callers. Messages play once before moving the caller down to the next node in the call flow. Menu: Provides a recording that presents options to an incoming caller. The recorded Menu prompts callers to press a key on their telephone keypad to select a menu option. For example, an incoming call answered by the Menu could tell the caller, "If you wish to try me on my cell phone, press 1. To speak to the sales desk, press 2. To speak to an attendant, press 0." The caller must then press the desired key on their phone, or hang up. Blind Transfer: Dials the destination and then releases the call regardless whether the destination is busy or not answering. Supervised Transfer: Used to transfer callers to another number (For example, a co-worker). However, if the call is not answered the caller returns to your voicemail. The Blind Transfer and Supervised Transfer actions will present the option to transfer to the attendant. As long as the call flow is created using one of these two actions, and the “Attendant” option is chosen, the call will be transferred to the Attendant Extension number from the mailbox database when it falls on that action. Screened Transfer: Waits for the called party to answer before completing the transfer. If the call is not answered, it returns to the call flow for further processing. Alternate Transfer: Used to route calls to an external destination, such as a cell phone or pager, and for text messaging. The destination is defined by the dial string sequence, which can include commands that permit complete control of the outgoing call, including, - Dial tone detection - Call answer supervision - Dialing DTMF keys - Inserting pauses - Substitution of the Caller ID into the dial string Voicemail: Sends the caller to a NuPoint Unified Messaging mailbox. The caller can be given the choice of entering a mailbox number or can be directed to a particular mailbox. If the mailbox is not specified, then the call is sent to the mailbox of the call-flow owner. Dial-by-Name: Sends the caller to the NuPoint Unified Messaging Dial-by-Name application which matches the telephone keypad equivalent of the spelled names of mailbox owners (as entered by the caller) with their mailbox and extension numbers. Internal/External filter: Allows you handle internal calls one way and external calls another. For example, when you are on the phone, internal calls could go to your mailbox and external calls could go to your cell phone. Caller ID: Handles calls based on whether the caller's number is in your Caller ID list. You can use this action, for example, to transfer calls from home to your cell phone instead of your extension. That allows callers to reach you when your extension is busy or when you're away from your desk. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 249 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 64 Daily Greeting: Plays the recorded daily greeting. The daily greeting reverts to the primary personal (or standard) greeting at midnight. If no daily greeting is recorded, then the standard greeting is played. Users have the option to personalize their greeting on a daily basis with a temporary greeting that will revert at midnight back to the user's Default Daily Greeting, or, if that is not recorded, to their Primary Personal Greeting. Message Center: Directs a call to the message center when the voicemail mailbox is not specified. The System Administrator and certain users with permission to create and edit Call Flows can access Call flow reports. NuPoint Unified Messaging allows reports to be generated for all the call flows (including a single call flow) and formats them in an easily printable format. This simplifies the administration process and allows administrators to create single reports, which contain all required information. Call Flow Reports contain records of each call and how it was handled. Information contained in these reports includes: Number of incoming and outgoing internal calls; Number of incoming and outgoing external calls; Total number of calls; Number of calls made and received during each hour; Name of the action used in the call flow; Type of action applied to the call (For example, Call Transfer); Extension of the called party (the call flow number); Number of times a call flow node was entered; Number of times a call flow node was exited. System Reports (which include a Mailbox System Report, Line Group System Report, and a Combined System Report) 12.11 Performance Requirements Performance Objectives (listed below) must be satisfied under peak loading conditions: Announcement Playback Response Time (i.e. the time from the user depressing a key until the time that they hear VMS playback an announcement) should be less than 1 second (under all load conditions Comply Personal Greeting Playback Time following ring trip for incoming caller should be less than 1 second (under all load conditions) Comply The time to deposit a recorded message in recipients' mailboxes should not exceed 15 seconds under peak loading conditions. Comply The time to light the message waiting lamp on the recipients’ telephone set shall not exceed 15 seconds after depositing the message. Comply 12.12 Disk Storage Proponents shall specify the number and size of disk drives and hours of storage proposed and the maximum number of disk drives available and the maximum hours of storage available. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 250 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 65 960 hours Proponents shall state whether the system permits the City to expand the system capacity by procuring disk storage independently. Yes. Proponents shall demonstrate the system redundancy including whether the system utilizes redundant or mirrored disks. Yes. Raid 1 as proposed. Proponents shall specify the increment of expansion of storage hours up to the maximum configuration of each system proposed. 960 hours Proponents shall indicate the quantity of disk storage used for software and database information. 40 GB For messages directed to more than one recipient on the VMS only one physical copy of the message shall actually exist within the storage subsystem. 12.13 Voice Mail System Management and Administration Proponents shall describe the system management and administration capabilities of the proposed VMS system. This description should include methods of adding, changing and deleting subscribers, system data base program, and message backup/storage, etc. System administrators log in either through the legacy text-based console, the web-based console (Web Console), or the Active Directory (AD) management interface. The following is a screen shot of the Web Console application and its main menu. An audit trail shall be left on a system log for all administrative functions only. Messaging console through Functionally Partitioned System Administration (FPSA). FPSA allows an administrator to create different access privileges, user IDs and passwords for each administrator on the system. This allows an administrator to limit access to operations, administration and maintenance (OA&M) functions on a departmental or individual basis. FPSA provides an audit trail of all system 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 251 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 66 activity and the respective administrator. In addition, with FPSA, customers may offload or resell certain administrative functions to restricted groups within their organizations or within their customer base. FPSA adds security in the following ways: Controlled access to system: Access to any part of the system (administration menus or MSL) is controlled by passwords and user IDs. If a password is not correct or does not match a user ID, the user cannot access that part of the system. Passwords only work for the assigned access privileges - if a user accesses billing and reporting, but doesn't have access to configuration, that person cannot change FCOS, the dialing plan, or other functions within the configuration menu. This means that only people who are trained to perform certain functions on the system can use those functions. Control of access to batch commands: These very powerful command strings, available at the operating system level, are restricted to only trained individuals. Enforced password change for system administrators: The superuser can force system administrators to change their passcodes after a configurable number of days. This lessens the chance of hackers or outsiders entering the system to do damage. If an administrator or technician does not change the passcode by the specified date, they are denied access to all parts of the system. Audit trail of administrator activities: When the audit trail option is enabled, FPSA provides an audit trail every time an administrator enters the system. The trail indicates user ID, name, when the system was entered, which menu was entered, and what action was taken (for example, when the administrator created 200 mailboxes, changed billing rates Proponents shall provide a complete listing of alarms, alerts and status reports that the VMS generates, and the means by which the City can be alerted of alarms and component/system outages. The alarm management system monitors system devices and provides alarm notification and management abilities. Administrators can configure alarm management to send alarm messages ("traps") to an SNMP agent, or to send alarms as e-mail messages to selected e-mail account(s). Administrators can choose to receive each individual alarm as one message, or to receive all alarms of one type as one message. The second choice is more effective when multiple alarms are caused by a single error. Administrators of systems that do not have an SNMP management system can use the Web Console for alarm management. Alarms can be acknowledged and/or deleted. Acknowledged alarms do not appear in the active alarm list. Proponents shall provide samples of all performance and usage statistics reports that are included in the proposed solution. NuPoint Unified Messaging provides a wide variety of reports for the administrator. The NuPoint UM server records information for many uses, such as determining the status of the server, troubleshooting a problem, maintaining a history of software installed on the server, checking mailbox activity, or administering mailboxes. You can run reports for these NuPoint UM functions using the text console or the Web Console. Reports are displayed in HTML format. You can print them and export them to a CSV file. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 252 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 67 The Mitel NuPoint Unified Messaging server offers the following three main reporting categories: Billing Reports: These reports provide information on the breakdown of charges for individual mailboxes by statistic, then calculate the total amount that is due. The reports cover current and past billing statistics and statistics on terminated mailboxes. The billing function collects statistics about NuPoint Unified Messaging server usage and calculates charges for that usage. You can set a low-usage rate and a high-usage rate for each statistic. This rate-setting arrangement gives you the option to charge fixed rates, give volume discounts, or charge for heavy use. During day-to-day server operation, over 120 different billing statistics can be kept for each mailbox. Statistics Reports: These reports provide information on usage of line ports, speech storage, voice recognition resources, trunks, and messages. System Information Reports: These reports provide details on system configuration, classes of service, system errors, phone line exceptions and pager system access codes. 12.14 Speech Recognition Proponents shall identify whether their VMS solutions include a speech recognition capability. This feature would allow a caller to make automated attendant selections by speaking a choice instead of entering DTMF commands. Proponents shall identify any additional costs associated with option. The system does offer this and pricing is included in the Options section of the proposal Pricing. 13. Call Center Certain City departments have a requirement to operate small, primarily inbound call centers. These include Utility Billing Operations, and the Emergency Operations Center (EOC). The proposed system shall include a Call Center application to support up to 10-15 concurrent users (agents). Each Call Centers will require a supervisor to monitor the performance of the call center and agents from a desktop. It is possible that at least two (2) additional departments may use call center services, based on the results of station reviews. In addition, the system shall be equipped with one (1) centrally located management/administration workstation where City IT staff can monitor the overall performance of the Call Center application. Call Center features shall include the following: Ability to route calls among agents based on a variety of parameters including agent availability, agent skill sets, incoming caller ID, incoming caller selection from a menu, and incoming caller data entry (account number, ticket number, etc.) Ability to record and play City-developed messages to callers in queue. Ability to easily add/delete/modify recorded messages from any telephone or PC, internal or external, with secure access Ability for caller to opt to leave a voice mail message instead of remaining in queue Ability to locate agents anywhere (any City building or any location equipped with high speed access) Ability to record calls for training and quality assurance purposes, and the ability to access recorded calls from a telephone or workstation Ability for supervisors to listen in on calls (listen only) for training and quality assurance purposes, and for supervisors to enter into a call (two-way) while listening in Ability for an agent to transfer a call to a supervisor or more skilled agent Ability for an agent to request supervisor assistance or generate an alarm to a supervisor in the 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 253 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 68 event of a critical call Ability to use traditional office IP telephone sets as call center telephone sets. Display capability on agent and supervisor telephones and workstations indicating number of calls in queue and other pertinent call center status information Ability to assign priority levels to incoming calls or queues Ability for supervisor to send broadcast messages to agent displays Display of call center status on supervisor workstations. Key events, such as reaching a specified number of calls in queue, extended wait times, or other parameters/thresholds set at the discretion of the City, shall trigger visual and audible “alarms” that alert the supervisor to the condition. Once alerted, a supervisor shall have the ability to prioritize certain calls, or take other action in response to the alarm. Robust reporting capability. Provide samples of standard reports and describe the ability of the proposed system to develop customized reports. Ability to monitor performance on a real-time basis; i.e., how is the Call Center performing as measured against set objectives (% of calls answered within X seconds, for example) Ability to electronically archive and access historical Call Center statistics and reports. Describe whether the proposed call center platform can support contacts initiated by email or instant messaging. Describe whether the call center solution supports a chat capability between agents or between agent and a supervisor. ACD call routing is embedded in the Mitel Communications Director and allows call centers to process incoming calls based on a number of customer definable parameters. ACD Path ACD call routing is built around the ACD Path, a flexible call routing method that provides the information required for handling incoming calls. The ACD path controls the resources used, the order in which resources are encountered, and the timing of the steps. Calls are queued for an agent skill group based on the call priority, and order of arrival at that path. Queuing is the same as for new calls and overflow calls. If an agent skill group is not available, new calls are not queued for that group. Each ACD path is assigned a priority from one to 64. A call to a path adopts the path's priority. This allows incoming calls to be directed based on their importance and expense. A call's priority may change if an interflow occurs. See Interflow below. Call Flow ACD calls to a group are routed to the longest-idle agent. Idle time is calculated from completion of an agent's last ACD call. Non-ACD calls are not considered. A caller never receives busy tone from an available path. An incoming ACD call is handled as follows: the RAD timer starts the interflow timer programmed in the path starts the overflow timer for the primary group in the path starts the call goes to the longest idle agent. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 254 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 69 The caller connects to the agent when the agent answers the call. When no agent is available, the caller is automatically queued to the primary agent skill group in the path. In both cases, the caller's communication path remains unaffected and the caller remains listening to its tone or RAD. Overflow A path contains one primary agent skill group and can have up to three overflow groups. This provides backup resources to the primary agent group to ensure that service level goals are met. Calls that overflow maintain their position in queue. Group overflow timers determine how long a call waits before overflowing. Predictive Overflow Predictive overflow determines whether a newly-queued call to an agent skill group should be immediately overflowed or sent to the next agent skill group. The average call duration is based on the average agent talk time, including the work timer. If the system predicts that a call will not be answered before the overflow timer expires, the system places the call in overflow before the timer expires. Unavailable Agent Skill Group Calls that are directed to an unavailable agent skill group are prevented from being queued. An immediate overflow is attempted. If all agent skill groups are unavailable, then the path is unavailable and "path unavailable" handling is used. Interflow Interflow is a time-based or load-based feature that takes an ACD call out of the path and routes it to the interflow answer point (if one is programmed). A call that interflows to another path adopts the priority of the new path if: the new path has " Interflow To This Path Uses This Path Priority" set to "Yes" in its ACD Paths form the call interflows from a path that has a priority of 64. Otherwise, the call's priority does not change. Recordings An ACD path can define up to four recorded messages (specific RADs or groups of RADs) and their relative start times for callers waiting for an agent to answer. T he path also specifies whether the programmed recording is repeated and its repeat interval. Music between Recordings Between each recording (RAD) on an ACD path, the incoming caller, by default, listens to the multi- embedded music source (if programmed). An alternate music source may be specified between each recording and after the last recording. Agent No Answer Call Handling An agent who fails to answer a call within a programmed amount of time is automatically logged out of ACD. The call is requeued as the oldest call in the queue, to all of the agent skill groups prior to the call offer to the agent. When the "ACD Logout Agent No Answer" timer expires, the following events occur: The caller is automatically requeued into all agent skill groups the caller was previously in as the oldest call within its priority. The agent is logged out. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 255 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 70 Dial out of Queue Callers in an ACD path can dial out during or between RAD messages, if they cannot hold for an agent to answer, or if they want to change their current action. The business is not lost because the caller does not leave the ACD path. Silent Monitoring Silent Monitor is commonly used by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including analog, SIP, and external hot desk user sets. The agent and caller do not hear the supervisor; however, the agent's telephone display may indicate that a call is being monitored. Skills Based Routing Each agent in an agent skill group is assigned a skill level. Agents who appear in more than one group may be assigned a different skill level in each group. Calls to a group are routed to the most skilled available agent. If agents of equal skill are available, the call is routed to the longest-idle agent. There are a maximum of 32 agent skill groups, with up to 150 agents in each group. Skills-based Routing allows you to assign: agents to skill groups, for example Reference Librarians or Answer Line, in combination with a skill level (between 1 and 256) for each agent that represents the agent's skill level relative to other agents in their skill group. MCD will support 32 Agent Skill Groups or "agent skills", and 256 Skill Levels within each skill group. You can assign Skill Levels to any or all agents. ACD Real-Time and Historical Call Reporting is a pre-integrated partner offering from Prairie Fyre and the solution is known as Contact Center Enterprise Edition. Our contact center reporting solution provides comprehensive reporting, historical monitoring, lifecycle reports, and advanced data filter and search capabilities. These tools enable supervisors to readily pinpoint problem areas and measure and manage performance. Real-time monitoring Real-time displays provide supervisors with statistics on the availability of their queues and agents, and on the availability of general business employees. Supervisors can build performance profiles for ACD statistics and share them with agents. Both supervisors and agents are notified by real-time alerts if queues or agents are not meeting corporate service level objectives. Monitor and manage Supervisors can monitor and manage call center performance from any location and can provide timely feedback on the shift adherence of individual agents. Supervisors can instantly change agent and queue availability to balance resource use. Supervisors can customize monitor displays using a wide range of configuration options. They can dock monitors and manage them using a tabbed interface. Historical reporting Reporting is self-managed with minimal intervention. Reports are generated natively in Microsoft Excel. Supervisors can schedule reports to be automatically generated and emailed at specific times. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 256 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 71 Historical monitoring capabilities and lifecycle reports with agent call notes and optional call recording provide a cradle-to-grave view of call history. Supervisors have a 360-degree view of events and can trace activities related to specific calls, identify agent and queue performance issues, and optimize call flow designs. Customize reports Our flexible reports solution enables managers to produce fully customizable reports that meet business needs. They can remove statistics from existing reports, combine different device reports, and create custom calculations using drag-and-drop functionality. Analyze when and why service problems occurred (instant replay) Supervisors can view a second-by-second account of multimedia, historical agent / agent group events to analyze when and why service problems occurred. Forecast agents Forecasting capabilities help managers to predict the number of agents required to meet service level goals based on historical data and “what-if” scenarios. Supervisors can analyze call load patterns and ACD handling times and accurately forecast the agents needed to meet future traffic volumes. Intelligent Queue Intelligent Queue is an application that works with Mitel Contact Center Management and provides intelligent call routing. It considers call properties, assesses current contact center conditions, and efficiently guides callers to available resources. Intelligent Queue enables you to extensively customize call handling instructions based on: call properties (ANI / CLI, DNIS, digits dialed), the date and time of day, queue conditions, and the original call destination. You can identify customers by their phone numbers, by the telephone numbers they dial, and by the digits they enter to reach specific departments. Intelligent Queue is sized and included in the price quote for the purpose of providing callers with the average wait time in the hold message. Other capabilities of the Intelligent Queue are: Provide callers in queue with custom recorded announcements and music on hold Use remote database verification and guide callers to information, extensions or ACD queues based on the number they are calling from (ANI / DNIS), the time of day / date, or current queue conditions Verify collected digits (perhaps your library card number) and provide advanced routing according to the account status. Provide callers with voice read back from a data base. Enable callers to leave voice mail messages or request queued voice / web callbacks Record calls for quality monitoring Generate reports on Intelligent Queue activity 14. E9-1-1 Functionality The City requires that detailed location identification be provided to the Public Safety Answering Point (PSAP) when City employees dial 911 from a City telephone set. The minimum requirement is that the PSAP receive accurate building and floor information, with the capability to extend this to suite or room number. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 257 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 72 Due to the nature of IP telephony systems, and particularly the ability to relocate IP sets and log in as a different user on sets, the City prefers a solution that: Uses the switch port as the identifier by assigning a DID number (frequently referred to as an ELIN) to a switch, groups of switch ports, or individual switch ports , and Requires no or very little manual intervention to maintain/update location records as telephones are added or relocated Proponents shall propose an E9-1-1 system that meets these requirements, and provide a full description of the system and its features. In particular, describe the services required and the effort required by the City to perform any tasks to manually maintain/update location records. Describe in detail the services required and the method by which information regarding City telephone locations is communicated to the public ALI database. When an emergency number is dialed (for example 911) a Caller’s Emergency Services ID (CESID) is sent from the MCD system to the Public Safety Answering Point (PSAP). The CESID is used as a key for the PSAP to determine the precise location of the caller. For this reason, it is critical that the CESID database within MCD be kept up to date. CESID is supported on analog sets, Mitel’s digital and IP sets, and generic SIP devices. When users with digital or analog phones change offices or relocate within a building, a manual update is required to the MCD database and the phone move is typically managed by the Telecoms/IT team. The CESID database must be updated at this time to ensure that the user's new location is accurately reflected in the database. IP phones, however, can be moved from one location to another, by the user, without the need for a manual update to the CESID database as automatic CESID updating is supported by MCD. To utilize automatic CESID updating, the network environment must have all Layer 2 (L2) switches that are configured for Cisco Discovery Protocol (CDP), Spanning Tree Protocol (STP), or both. The system performs automatic CESID updating for IP devices that are moved to a known location. CESID Logs and CESID Alarms record all CESID-related activity on the system. By automatically updating this information, businesses save the cost of manual updates and,more importantly, ensure the safety of their employees. Automatic CESID updates are not supported for teleworker IP phones, Mitel Your Assistant Softphone, or wireless IP phones. Emergency services are supported for teleworker phones through the use of the Mitel Line Interface Module module. Emergency call routing for teleworkers is provided as follows: If Emergency Call Routing is not configured in MCD, the user picks up the teleworker phone and presses the Line Interface Module configured key and dials the emergency number. If Emergency Call Routing is configured in MCD, the user picks up the teleworker phone and simply dials the emergency number. 15. Network Services The City is currently served by two Qwest ISDN PRI circuits with 44 active lines. The proposed system shall be configured with the capacity to support connections to the Public Switched Telephone Network. Proponents shall include the following capacity in their proposals. The City will be responsible for placing the orders for the installation of the PSTN services. Once the orders have been placed and installation due dates confirmed, the selected Proponent shall coordinate 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 258 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 73 the efforts of the carrier(s) providing the PSTN services, and proactively work with the carriers to implement and test the integration of the carrier’s services in the telephone system. Understand and Comply. 16. Optional Call Accounting Proponents shall propose basic and complete call accounting system as an optional capability. The input to the system shall be in the form of individual complete call records from an SMDR or equivalent output from the telephone system. The call records shall contain the following information, at a minimum: Date and time of call Originating extension number Access Code Authorization/Account Code Network facility used Destination number (internal extension or outside number) Duration of call Cost of call Incoming caller ID The call accounting system will allow the City to charge back departments for calls as well as the use of telephone equipment and elements of the common telephone switching apparatus. Invoices and reports must be able to be readily generated by the City. A robust set of management reports must be standard with the system, which includes the capability to aggregate calls made to and from various groups of extensions, user groups and departments. The system must be able to provide reports on incoming, outgoing and internal calls. A key reporting goal would be to electronically generate internal billing statements for each department cost center, along with backup of costs and uses attributable to individuals (e.g., long distance calls, information assistance calls, etc.) desired. The internal billing statements for a given time period would need to be easily reconciled with bills provided by carriers. The system shall have the ability to generate real-time reports in response to requests for information regarding harassment calls, bomb scares, etc. Comply with all of the above. Provide samples of all available reports with your proposal. Reports samples are provided in electronic format on the CD provided as part of the response. Proponents shall provide pricing for the call accounting system as an option. Comply. 17. Optional Unified Messaging Platform The City will not deploy unified messaging at the time of cutover, but is soliciting a description of the unified messaging platform that Proponents offer. The City utilizes MS Exchange 2007 as its email platform, and the proposed unified messaging system would need to integrate with the MS Exchange 2007 or newer system. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 259 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 74 Proponents shall list the number of e-mail system solutions that are supported with unified messaging solution. For Microsoft Exchange e-mail solutions, proponents shall provide an indicator of number of installations and percentage of install base. Proponents shall include in their descriptions the options that exist for the storage of voice mail messages in a unified messaging environment – (in the Proponent’s proposed system, In the City’s email system, Or Both) Proponents shall include in their descriptions the options that exist for the backup of recorded messages. Are there options to allow different criteria for backing up/archiving voice mail messages than email messages? Proponents shall include listing of all e-mail systems supported. Proponents shall provide pricing for the unified messaging system as an option. Adding Unified Messaging capabilities to the Mitel NuPoint Messenging is accomplished by simply adding the appropriate number of licenses. With Advanced Unified Messaging, customers can receive their voice, fax and emails through one interface. When users are at their desk, they can use their email client to manage their messages. When they are on the road, they can phone into the NuPoint UM server to listen to their voice mail and email messages. Unified Messaging simplifies the user experience and leads to increased productivity. Advanced UM can be configured entirely using the Admin Web Console. Advanced UM provides the following features: Voicemail, fax messages are replicated in the Microsoft Exchange or Lotus Domino account of licensed users. Licensed users can manage voicemail, fax and email messages from within a supported email client. The NuPoint UM system and email client are fully synchronized after you: Play the replicated message from your email account: the MWI on your desk phone is estinguished. Listen to a message using the TUI; the system marks the replicated message in the associated Microsoft Exchange or Lotus Domino account as read. Use the TUI to delete a message: the system deletes the replicated message from your Microsoft Exchange or Lotus Domino inbox. Use the email client to play a message. The system marks the message in your NuPoint voice mail box as read. Use the email client to delete a message; the system deletes the message from your NuPoint voice mail box. Use Text-to-Speech (TTS) Playback: you can listen (via TTS) to email messages in your Microsoft Exchange or Lotus Domino account. Unified Messaging emails contain Caller ID information. When you receive UM email notifications on a smart phone device (such as RIM BlackBerry, Apple iPhone or Windows Mobile devices) you can click the callerID text to return a call. The following figure shows the components required for Advanced UM: Fax Printer Driver and Outlook Client Plug-in (OCP) on Windows 7 With NuPoint UM 4.2, fax printer driver and OCP have been verified on Windows 7 (32 and 64 bit). Users on Windows 7 can have fax capability and Advanced UM users on Microsoft Outlook who install 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 260 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 75 the OCP will be able to take advantage of the convenient voice messaging toolbar when using Microsoft Outlook 2003 or 2007. Microsoft Outlook 2010 Outlook 2010 (32 and 64 bit versions) has been verified on NuPoint UM 4.2 without the Outlook Plug-in. The integration between NuPoint and MS Exchange is via MAPI, as long as there is MAPI connectivity to the cloud based Exchange server, it will work as normal regardless of where the MS Exchange server is located. 18. Optional Fax Server Proponents shall describe any capability to integrate with or deliver Fax Server services. TRI-TEC has provided an optional quote for an 8 port Fax Finder appliance to meet the desktop faxing needs of the City. The FaxFinder fax server is a turnkey solution that connects to an analog port(s) of a PBX capable of DID to DTMF conversion. It converts faxes to PDF or TIFF files allowing you to send faxes from any application that can print and receive faxes as e-mails, wherever you are. The solution provides distributed faxing capabilities, over a WAN, from a corporate office to small remote offices as well as to field sales people. In addition, it provides secure, convenient faxing for LAN users offering a high degree of privacy for both the sender and recipient. The optional quote includes the associated analog station ports for the Mitel Communications Director. If this device replaces 8 fax machines in the same location, then this equipment will not be necessary. • Web services API for integration with third party applications • Up to 2 GB of storage for incoming/outgoing faxes • Utilizes DTMF to route faxes to e-mail • Faxes converted to PDF or TIFF files • Includes a send fax client compatible with Windows Vista, XP, 2003 and 2000 • Clientless fax transmission via T.37 "e-mail-to-fax" and web form • Direct access to Microsoft® Outlook® address book • Secure communication when employing web form, web services API and web management interface • Build one fax of multiple documents from multiple applications • Schedule faxes to be sent at a later time • Archives inbound faxes to shared network storage • Automatically prints incoming faxes (print on receive feature) • Faxes are routed to first available FaxFinder fax server • Super G3 V.34/33.6K fax communication • MH, MR and MMR compression • Error Correction Mode (ECM) provides fast and reliable fax transmissions • Informs user of failed transmission via e-mail • Connects to 10/100BaseT Ethernet 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 261 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 76 19. Optional Video Conferencing Proponents shall describe the capability to integrate with or deliver Video Conferencing services. Mitel provides for a variety of ways to have video conferencing. Unified Communicator Advanced Unified Communicator Advanced supports desktop to desktop video. With the growing number of mobile and geographically dispersed teams, video conferencing is now a crucial tool for facilitating rich communication. Point-to-point video provides a personal experience that builds stronger working relationships and allows more effective communication. Integration with Mitel Audio & Web Conferencing (AWC) allows users to easily place a video call with the click of a button, and schedule collaboration sessions or create them instantly on the fly. Mitel TeleCollaboration Solution The Mitel TeleCollaboration Solution isn’t just the next step in video conferencing: it’s a revolution in virtual teamwork. Launching a telecollaboration meeting or adding a new participant is as simple as making a phone call. Remote participants appear lifelike and life-size on large monitors across the table from you. Their movements are fluid, their voices are clear, and you can make eye contact and share perspectives and materials in full high-definition (HD) audio and video. Enhanced telecollaboration merges affordable telepresence with a high-definition collaboration environment where people can share and work together on documents, files, and videos. An interactive white board sparks brainstorming and collaboration in real time. Simple to use Launching a telecollaboration meeting is as simple as making a phone call: you push a button on your phone or click your mouse. Invite other TeleCollaboration Solution sites with another click. There’s no need for a special administrator to manage your meeting. Using the intuitive interface, share a document or your PC desktop by dragging icons into a “common” space where several collaborations may be active. With one more click, you allow others to modify your content. Its simplicity lets participants focus on the message, not the medium. Natural communications Worldwide participants work together in a virtual environment that creates the feeling of “being there” in a single meeting room. Mitel’s TeleCollaboration Solution has HD video (1920 x 1080p) with accurate color, fluid motion, true eye contact and life–size images that convey body language. Collaboration materials and shared desktops are rendered in HD as well. The spatial wide-band audio delivers high- fidelity, lip-synched sound, and the integrated audio conference bridge mixes and normalizes the sound for meeting rooms as well as for audio-only participants for more consistent sound levels. More tolerance, less bandwidth Because it uses considerably less bandwidth than competitors (about 2.5 Mb for a full video, audio and collaboration session), the TeleCollaboration Solution saves you the expense of purchasing bandwidth guarantees. Lower bandwidth also means no need to dedicate a LAN segment. The TeleCollaboration Solution flawlessly reproduces high-definition signals over IP networks, even when simultaneously transferring large files for sharing. And the TeleCollaboration Solution is highly tolerant of network faults or peak behavior during a session. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 262 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 77 An investment that pays off – quickly The TeleCollaboration Solution starts paying for itself right away – we’ve done the math. Considering travel expenses only, you can realize your ROI in six to 12 months. Add productivity losses due to travel time and you can recoup the cost of your TeleCollaboration Solution in three to nine months. This doesn’t even take into account other benefits that affect the bottom line: increased employee productivity with no more time lost to administration at the beginning of every conference call, sharing best practices between sites through more effective collaboration Flexible deployment – meeting room or office The TeleCollaboration Solution can be set up where you need it most. In an office, two, or three people can telecollaborate. Double those numbers when the solution is in a meeting room. In fact, you can set it up in almost any room you want, an option not all competitors offer. For larger meetings, up to six TeleCollaboration Solution locations can participate, and because of the scalable video capabilities, there’s no impact on the video quality. Need an additional perspective? You can first check a person’s presence information to see whether they’re available, then add people any time during a session. People on the move can take part by phone and use the browser-based collaboration to join a session. Software solution Most telepresence products are expensive because of technical requirements and proprietary equipment. Mitel’s Telecollaboration Solution is a software-based solution supported on industry standard Dell 7500 and 3500 servers, so you can use your existing compliant Dell hardware or source commercially available components. Mitel’s TeleCollaboration Solution is an application that comes with all the flexibility you need: it leverages your legacy equipment, protects your investment, and integrates available standard components. The TeleCollaboration Solution is available in three configurations – the Mitel HDDuo (formerly HD Office for small meeting rooms), the Mitel HDTrio (formerly HD Meeting Room) and new with release 3.0, the Mitel HDSolo. The HDSolo is a single-screen, single camera system that is ideal for enterprise executives who need to frequently collaborate with remote teams and off-site parties. The HDDuo is a two-screen solution employing a single camera and is designed to be integrated into an office. It functions as both a workspace and a high-definition video conferencing environment. The HDTrio is a larger, three-screen solution employing two cameras and is designed to be integrated into a small meeting room for conferencing between groups. All implementations do not necessarily change the original function of the room in which they are implemented. However, there are some room characteristics to consider and modify to provide users with an optimal experience. Since the TeleCollaboration Solution makes use of 1080p video that offers a detailed picture, proper lighting in the room is important to capture facial details and body language. Internal meeting rooms without windows are ideal for telecollaboration rooms because the light level can always be controlled, ensuring participants have a natural look. It is recommended to have a minimum of two florescent fixtures with a) three wide-spectrum tubes and b) one warm white bulb, placed slightly in front of the participants. This ensures that the participant’s faces are well lit and that inadvertent back lighting is not introduced. The TeleCollaboration Solution combines advanced high definition (HD) video codec and advanced desktop collaboration capabilities. Large (46” or greater) HD (1080p x 1920) screens, full 30 frames/sec video, wide-band audio, and carefully managed room configurations are brought together, along with focus on eye gaze angles and life size representations to support multi-point video conferences that fully engages your team without the need to travel between sites. Advanced signal processing technologies 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 263 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 78 ensure minimum bandwidth requirements as well as the ability to work across public IP networks. A fundamentally different approach is employed to support real time collaboration with intuitive ease. The conference participant’s desktops are fully rendered in high definition to support sharing of files in the finest resolutions along with white board interactions. Connecting is as simple as a single button on your Mitel phone. Multi-point connections (up to six locations supported in R3.0) are similarly set up. The TeleCollaboration Solutions are pre-configured for applications in an executive office, small or large meeting room and as a large video wall (with the provision of large compatible displays) supporting both large as life interactive sessions as well as advanced multi-screen digital signage. Along with the obvious enterprise video collaboration market, specific vertical markets can include telehealth, distance learning, hotel and resort, as well as specific retail markets where large digital signage can be combined with interactive events. Deployment Options The TeleCollaboration Solution is now comprised of three configuration types. HDSolo The HDSolo provides a single-screen and single camera system that is ideal for enterprise executives who need to frequently collaborate with remote teams and off-site parties. HDDuo The HDDuo provides a two-screen, highly interactive solution that lets executives take full advantage of high definition conferencing and collaboration from the comfort of their office. The large high definition screens extend the computer desktop, helping busy executives work more effectively and spontaneously interact with local and remote colleagues for significantly increased productivity. This configuration is optimized for 1 - 3 participants. The TeleCollaboration Solution has been designed to allow easy future growth. HDTrio This three-screen solution for meeting rooms brings virtual teams together in a life-like environment. The HDTrio delivers price/performance characteristics that support local installations without extensive, costly room modifications, ensuring the ease of access so important to widespread usage. The HD Trio configuration also supports an optional additional camera for multi-point viewing. This configuration is optimized for 4-6 participants to share in the telecollaboration experience. Video Capabilities Live video feeds include point-to-point or multi-point high-definition video connections involving: SIP call control and media negotiation Up to six-party video conferencing supported (screen display is partitioned depending on the number of participants and TeleCollaboration end point) Extensions to the base MPEG4 or H.264 encoder ensure uniform network load and packet transport error resiliency Continuous adjustment of video encoder operating parameters in response to feedback regarding far-end packet arrival data (varying image bit rate, then frame rate as required, depending on network transport capacity) 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 264 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 79 Display segments that can be dynamically and arbitrarily sub-divided and assigned to live video feeds, stored video files, shared computer desktops, stored data files, or streamed multimedia content Choice of purely “presentation” mode or conferencing / collaboration applications. Audio Capabilities Integrated conference bridge performs the mixing function for remote meeting rooms, as well as dial-in, audio-only participants Audio streams are transmitted separately from but may be associated with specific video streams, and are individually synchronized with the video at the receiving end of the network CD-quality stereo audio originating from local physical media, attached PCs, or remote video wall servers Beam-forming microphone conference phone operation with (stereo) acoustic echo cancellation Support for wide-band telephony audio. Collaboration Capabilities A shared desktop from an adjunct network-attached PC (including streamed multi media content) Multiple desktop sharing sessions supported across multiple sites Any Internet accessible content supported, either manually obtained using a browser or through programmed RSS feeds Data files and presentation materials displayed on the video wall may originate from a variety of sources Desktop sharing may be controlled to only specific sites or across all sites Sharing may be read-only or read / write Sharing files and computer desktops performed through a simple interface: place content in the “local” space for private, in-room viewing; place content in the “common” space for display to all or only selected remote sites. User Interface and Controls VoiceFirst™ application provides intuitive control, allowing users to: Turn TeleCollaboration Solution on / off Initiate or answer an audio or video call from one or more sites Escalate from audio call or conference bridge to video conference Manage audio volume control Turn on / off HD (wide-band) sound Lock the conference. New Capabilities for Release 3.0 HDSolo – Single Screen End-point The latest addition to the TeleCollaboration Solution portfolio is the HDSolo. This single screen, single camera system is ideal for people who need to frequently communicate and collaborate with colleagues, partners and customers. HDSolo allows users to selectively activate, move and resize session windows in real time and to pan and zoom in on images to suit their needs. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 265 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 80 Flexible Video Compression Release 3.0 introduces flexible video compression processes that can adapt in real time to varying network conditions and end-user behavior. By extending basic video scaling principles with segmentation and adaptation, release 3.0 effectively eliminates the potential negative impacts that video can have on networks. This approach protects critical network traffic and applications while delivering 1080p video and collaboration – including over best effort IP packet network connections such as the Internet. Setting the benchmark for Good Network Citizenship (most optimized bandwidth required) for enterprise video conferencing solutions, release 3.0 does all this without overburdening the network or significantly increasing IT costs. 3rd Party Video Interoperability Interoperability with legacy end points and MCU's:Release 3.0 ensures that all Mitel TeleCollaboration Solution video, audio and collaboration capabilities are preserved when interoperating with other video conferencing systems. This helps ensure that worker productivity is not hindered by system incompatibilities and allows an enterprise to leverage its investment in existing solutions. Please reference Mitel OnLine for a list of 3rd party system / releases that have been tested. Remote Collaboration Release 3.0 incorporates advanced remote collaboration capabilities that give people who are not sitting in front of a TeleCollaboration Solution the ability to access the shared content online through a Web browser while participating in the conversation remotely. There is no need for the remote worker to install any thin clients nor do they have to endure any training to participate in the collaboration session. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 266 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 81 Section 4 – Statement of Work 4. IMPLEMENTATION PLAN AND SCHEDULE TRI-TEC performs all aspects of the implementation with our own implementation team consisting of dedicated project managers, professional trainers, certified technicians and engineers all with the experience to migrate your end users to the newest technologies with minimal service disruptions. Successful projects begin with proven project methodologies carried out by knowledgeable professionals. TRI-TEC Project Manager Lorrie Steffensen will be assigned to work with the City of Renton on this implementation. Lorrie ensures all tasks are outlined to meet project scope, securing the necessary personnel for the project, management of project timelines, meeting with engineers and leading communication between all parties. TRI-TEC believes in a proactive approach to communication with a “no surprises” methodology. Lorrie will work with your staff to outline the project plan, outline the information needed and provide regular updates on project status. TRI-TEC’s process is based on quantifiable tasks, deliverables, and proven methodologies, ensuring timely and effective implementation of services for The City. Our established processes both in network integration and project management will provide the framework for a successful multi-vendor Unified Communications VoIP network implementation. TRI-TEC has successfully implemented services from a variety of carriers many times with no outages for the end customer. Many of the networks we have implemented and continue to support have needs very similar to the needs of the City of Renton. TRI- TEC has years of experience perfecting our ability to act as part of an integrated and coordinated team effort. The smoothest implementations of this scope and magnitude require at least 12-16 weeks of planning and coordination from the time contracts are executed until the system is cutover for use. (For phased installations this timeline may grow.) This gives us appropriate time to perform station reviews for the various departments, gather the necessary database information, assemble the equipment, perform appropriate burn-in testing, and training of users and administrators prior to going live (cut-over). Certainly this timeline can be accelerated if necessary however, we find that 7 weeks really ensures the smoothest implementation possible. TRI-TEC realizes that most business workdays are typically 8:00 a.m. – 5:00 p.m., Monday to Friday workday. Physical Cutover from the old system to the new system takes place after hours at a time and on a date that is convenient to your business and provides the least disruption possible to the City’s mission. 4.1 Implementation Plan Following the notice of award and contract negotiations, City and Proponent will immediately develop a detailed implementation plan and schedule for all aspects of system implementation, including systems preparation, site reviews, department surveys and station reviews, and all implementation and training activities listed in Sections 4 and 5. The detailed Implementation Plan shall be completed with approval by the City and Proponent within 15 business days of contract execution. Proponents shall note that the approval by the City of the detailed Implementation Plan triggers a payment to the Proponent. Additionally, the Implementation Plan must include: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 267 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 82 Project team (City and Proponent) communications plans Agreement of standardized configuration guidelines for phone sets (to ensure consistency of button use by model) and feature use Station Review/Survey process and information gathering from departments Acceptance of training guides to be provided to end users Equipment shipping, storage, and delivery plans Verification of adequate rack space Work locations for Proponent project team Training schedules for end users and technical staff End User support during cutover period System Administration and Certified Systems Services during and after cutover period Understood and Comply. 4.2 System Installation System installation shall include: Telephony servers, gateways and associated common equipment Software configuration and development of required databases for all systems and subsystems All station equipment, including station reviews, set labeling, placement and interconnection at the wall jack and the switch System management and administration application Remote system monitoring and support Attendant consoles (with City support) Voice mail system Call center platform Call accounting system E9-1-1 platform Interconnection to the City network (with City support) Coordination with carriers for the installation of and interconnection to network services Testing of all system functionality, as described in Sections 4.11 and 4.12 below Delivery of system documentation, as described in Section 4.13 below Training per the requirements stated in Section 5 of this RFP Understood and Comply. 4.3 Equipment Delivery and Storage The selected Proponent shall be responsible for the safe transport, rigging, moving and shipping of all systems to their final installation location at all facilities. The selected Proponent shall be responsible for delivering the equipment to the telephone equipment rooms throughout the City. The City has limited space for storage, and does not wish to have the system stored in City storage areas, awaiting relocation to the equipment rooms. The City prefers that the system be delivered in phases and directly to its final installation location. Understood and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 268 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 83 4.4 Site Preparation Unless otherwise specified, the City will perform site preparation (space preparation, power enhancements, lighting, cooling, backboards, and any other construction). A site inspection of primary facilities shall be performed by the selected Proponent prior to delivery and installation to ensure that all required site preparation items have been completed satisfactorily. The site inspection will be coordinated and scheduled with City staff. The selected Proponents shall provide all site requirements with its proposal. The selected Proponent shall certify that the site is suitable for the system following this inspection. Understood and Comply. 4.5 System Configuration and Phone Station Design The performance of the station reviews and development of the system configuration shall be performed by individuals with appropriate experience and certification with the products being implemented. The City will set standards and provide guidance to the Proponent regarding phone button templates and feature use to ensure enterprise-wide consistency. These standards will be developed during the preparation of the detailed Implementation Plan. Understood and Comply. TRI-TEC is very accustomed to this approach for new technology implementations. Station reviews are typically performed at a department level. The City’s Project Manager will be responsible for coordinating the schedule with the various departments and ensuring the appropriate department representatives are present for the meeting. Because no one likes to come to a meeting unprepared, TRI-TEC has developed a review discussion guideline to assist the department heads with gathering appropriate information in preparation of the meeting. We recommend sending this document 1 week prior to the meeting. This guideline is not a questionnaire to be filled out and turned in as a substitute to attending the meeting. 4.6 Regulations All work and materials shall comply with all federal and state laws, municipal ordinances, regulations and directions of inspectors appointed by proper authorities. The selected Proponent shall obtain and pay for all permits and licenses required for the performance of the work, and shall post all notices required by law. Understood and Comply. 4.7 Payment of Material and Services Unless otherwise stipulated, the Contractor shall provide all materials, labor, tools, equipment, transportation, and other facilities necessary for the performance and completion of the work. The selected Proponent shall verify conditions at the facility, including door openings and passages. Any and all special handling requirements shall be provided and paid for by the selected Proponent. Understood and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 269 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 84 4.8 Premises The selected Proponent shall be responsible for any damages to the structure or property of the City caused by the Proponent, or any subcontractor or other direct or indirect employee of the Proponent throughout the course of this installation. Throughout the progress of the work, the Proponent shall keep the work area free from debris of all types, and remove from the premises all rubbish resulting from any work being performed by him on a daily basis. At the completion of the project, the Proponent shall leave the premises in a clean and finished condition. Understood and Comply. 4.9 Itemization The selected Proponent shall provide the City with an itemized accounting of each item of equipment upon delivery to the City premises pursuant to the final negotiated contract. Only City personnel who are designated and authorized by the City to receive delivery shall be the recipients of those deliveries, and only the signatures of those designated staff members shall be accepted upon the receipts. The City prefers that the Proponent use “just in time” delivery to minimize the requirement for storage of components at City sites. Understood and Comply. 4.10 Cutover Plans The Contractor shall work with the City to develop and coordinate a cutover/transition plan acceptable to the City. The cutover plan shall identify, quantify and minimize any anticipated down time. The cutover plan must allow for a return to the existing systems should the cutover be unsuccessful. The cutover shall occur during non-business hours. Understood and Comply. 4.11 Burn-in Testing The selected Proponent shall perform factory burn-in tests of all server and hardware for a period of three (3) days prior to shipment of the system. TRI-TEC minimum burn in time is 96 hours. 4.12 Project Completion The Contractor shall acknowledge that successful completion of this project shall include the installation, testing, and Acceptance, following a successful Performance Period as described below, by the following Acceptance Criteria: Prior to Acceptance by the City, the Proponent shall be responsible for performing testing and inspections to verify that the installation and all equipment and materials are performing in compliance with the manufacturer's specifications. City personnel shall have the option of witnessing the testing. At a minimum, pre-cutover functional tests as part of the acceptance test plan shall include: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 270 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 85 o All required subscriber, operator and system features for each installed station o Operation and integration of all subsystems (voice mail, call center, call accounting, E9-1-1 system) o Placement and reception of test calls under a variety of conditions: busy, no answer, call forward, etc. o Verification of voice quality meets toll quality transmission standards o Tests to correctly place and receive calls via connected common carrier facilities o Administrative and Maintenance subsystem capabilities o Demonstration of acceptable performance in the presence of traffic overloads o Demonstration of automatic fault detection, survivability and recovery following artificially-induced failures of each subsystem Upon completion of successful testing and inspection by the Proponent, the Proponent shall provide written notification to the City. The City shall, within 24 hours of notification, exert reasonable effort to commence independent inspection and confirmation, and shall exert reasonable effort to complete said independent inspection and confirmation within 72 hours of commencement. Upon satisfactory completion of said testing and inspection, the City shall notify the Proponent, and the Performance Period shall commence. A Performance Period of thirty (30) consecutive calendar days of operating in accordance with the manufacturer's published specifications, subsequent to testing and inspection, shall constitute a successful Performance Period. If a Major Failure occurs during the Performance Period, the Proponent shall remedy the problem in accordance with manufacturer's published specifications, and the Performance Period shall recommence for another 30 days. Upon successful completion of the Performance Period, and within three business days, the City and the Proponent shall meet to confirm Acceptance, and the Final Acceptance Form shall be executed. If a successful Performance Period cannot be accomplished within ninety (90) calendar days after commencement of the first Performance Period, the City reserves the right to find the Proponent in default, and terminate the Contract. In that event, the Proponent shall remove the equipment, and the City shall not be responsible for any payment whatsoev er to the Proponent, except for any materials left in place and elected to be reused by the City. Understood and Comply. 4.13 Documentation The Proponent shall provide three (3) complete sets of technical documentation including system manuals, technical specifications, as-built drawings (hard copy and electronic using AutoCAD and/or Visio), and a complete inventory of all components, including at least the serial number, model number, manufacturer, description, and location installed. The inventory database shall be provided in electronic format agreeable to the City. Understood and Comply with exceptions. System Manuals are provided electronically. Training materials are provided electronically and in paper format. Serial numbers of major system components are provided. Serial Numbers of individual phones is not provided. MAC address of telephones can be provided. As-built drawings are provided in paper copy and electronic format using Microsoft Visio. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 271 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 86 4.14 Equipment Disposal The Proponent shall be responsible for the proper disposal of the existing systems. Proponent proposals shall provide trade-in or buy back incentives pertinent to any existing City systems. TRI-TEC will remove and inventory the existing equipment and store it at our facility pending sales to the secondary market. Any proceeds from the sale of the equipment will be shared equally between TRI- TEC and the City. Should TRI-TEC not be able to sell the equipment within 60 days of taking possession we will dispose of it in an environmentally safe and legal way. As you would probably expect, the secondary market is flooded with used Nortel equipment right now and the demand fluctuates widely. It is not possible to quote a value for the equipment that will be valid in 6 months. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 272 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 87 Section 5 – Maintenance & Support We understand the service and support we provide after the initial project is the most important aspect of our business. While we do provide response to traditional “on demand” system service, most clients have a custom support program that covers preventative maintenance, software support and upgrades, annual training, help desk access, and can even include system administrator outsourcing. TRI-TEC is committed to providing excellent service backed by our TRI-CARE Support Plan. Realistically occasions may occur that require technical support and we believe it’s important that you know of our process and support infrastructure: Ongoing technical support will be provided to City of Renton via TRI-TEC’s Operations & Service Center. Following is an overview of the escalation path in the event of a network problem. TRI-TEC’s Operations & Service Center is the single point of contact for technical support providing 7x24x365 live answer of customer calls. Our Service Specialists are proficient customer advocates and will manage events to resolution, while keeping you informed of the status. Based on the situation presented, your Service Specialist will also coordinate between all necessary parties to include respective departments/skill sets within TRI-TEC as well as connecting companies. An important part of being able to meet your needs is being ready when you need us. Our technical experts are available 24 hours a day, 7 days a week to provide you with complete system repair and troubleshooting. When an issue is reported on, a trouble ticket is opened and assigned to a technician. The technician triages and troubleshoots the issue and manages the event until successful resolution is reached. We maintain an after-hours on-call list of technicians, engineers, and management in the event additional resources or escalation is required, or if management needs to ensure the correct levels of attention and resources are being utilized. Typically, problems can be diagnosed and corrected online from remote locations. TRI-TEC engages a secure, encrypted web service to “meet” City personnel where desktops can be shared or taken control of. If the event calls for on-site response, appropriate personnel are immediately dispatched. Our response times are among the industry’s best. Depending on the nature of your call, we guarantee the following: ‣ Emergency 1-Hour remotely - if access is available 2-Hour qualified technician on-site with parts ‣ Routine Service Next Business Day (or sooner if we can) ‣ Moves & Changes 1 – 4 Business Days 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 273 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 88 Once an issue is successfully resolved, the closed trouble ticket is recorded with the pertinent information associated with the trouble/outage such as the trouble found, action taken, who worked on the issue with associated time/date stamps. As a proactive means to support your firm, TRI-TEC maintains copies of your current network documentation, associated configurations, and circuit ID’s, as well as application and configuration back- ups. All scheduled maintenance notifications are coordinated and communicated by the Operations and Support Center. 5.1 Design and Operation Proponents shall warrant that the equipment, components, and services sold or provided in response to this RFP will perform in accordance with their respective design specifications, and will operate in accordance with the manufacturer's published specifications when operated and maintained in accordance with the manufacturer's recommendations for a minimum of seven (7) years from Acceptance. Understand and Comply. 5.2 Configurations Proponents shall warrant that the configurations of equipment and services proposed in response to this RFP represent sound design principles being applied to provide a total system solution to the requirements stated in the RFP, and that the equipment and services provided will operate together in a 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 274 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 89 manner to perform the functions expressed in the RFP. Understand and Comply. 5.3 Equipment Models Proponents shall warrant that the equipment offered is standard new equipment, and the latest model of regular stock product, with parts regularly used for the type of equipment offered; also that no attachment or part has been substituted or applied contrary to manufacturer's recommendations and standard practice. Proponents shall furnish the current version of software for all systems provided. If a new version or release is issued after contract execution, but prior to the shipment of the system to the City, then the City shall have the option of substituting the new version or release in place of the originally proposed version or release, at no additional charge to the City. Understand and Comply. 5.4 Product Life Cycle Proponents shall warrant that the equipment offered is not currently at the end of its product life cycle. To demonstrate this, Proponents shall provide a list of installs in the U.S. (and the total number of lines installed), of the same system as proposed herein, in the last twelve (12) months. Proponents shall submit a statement identifying the length of time from cutover that Proponents will guarantee new parts availability, including specifically the IP sets proposed. The City will place greater emphasis on solutions with long term guarantees (5-7 years) for availability of new parts. TRI-TEC is not in possession of a comprehensive list of all Mitel systems installed in the United States in the last 12 months. Additionally, neither TRI-TEC nor Mitel is comfortable providing a comprehensive list of all our customers in a document that will become part of public record and readily available to our competition. Specific references were provided as requested in Section 2 of our RFP response. Mitel’s guarantee of 7 years of new parts is provided in Section 2 of our RFP Response. 5.5 Current Installations and Demonstrations Proponents shall warrant that all of the equipment proposed is currently installed in a user environment of similar size and complexity to the City, and is able to be demonstrated. Experimental or unannounced equipment will not be acceptable unless specifically stipulated by the City. Understand and Comply. 5.6 Warranty Coverage Proponents shall warrant that the system as priced, including all hardware and software, will include a complete warranty covering all parts, labor, travel and all other expenses, for a period of a minimum of one (1) year from final Acceptance. The selected Proponent shall serve as a single point of contact, and provide the name, address and telephone number of the individual to contact when maintenance is required. The selected Proponent shall further provide escalation procedures and contact names and numbers to be used when normal maintenance procedures are not adequate to resolve problems. If TRI-TEC becomes the selected Proponent (and we hope we are) we will provide this information. 5.7 Equipment Replacement During the warranty period, any equipment that must be replaced as a result of conditions covered 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 275 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 90 under warranty shall be replaced with new equipment of the same make and model. During the term of the warranty period, TRI-TEC will repair or replace defective equipment with new parts or reconditioned parts at TRI-TEC’s discretion. Reconditioned parts will be equivalent or superior in performance to new parts and will be fit to replace the part it is designed to replace. 5.8 Maintenance 5.8.1 Maintenance during Warranty During the warranty period the selected Proponent shall provide maintenance and monitoring services on a 7x24 basis. The warranty shall include parts and labor for all core hardware, software patches, dot releases, and major/minor software upgrades. The Proponent will respond to Major Failures within four (4) hours. Response time is defined as the amount of time for a qualified technician to arrive on-site. TRI-TEC will provide Major Failure response times as follows: Remote access and begin troubleshooting within 1 hour of Major Failure being reported. Qualified Technician on site with parts within 2 hours of Major Failure being reported. The system is capable of e-mailing alarms to our service center however, 24 hour monitoring is not included in the purchase price. Options for 24 hour monitoring are detailed in Section 8 OPTIONS FROM MITEL AFFILIATES. 5.8.2 Maintenance during Subsequent Maintenance Agreement During the Subsequent maintenance agreement, the selected Proponent shall provide monitoring services on a 7x24 basis and maintenance services during regular weekdays 8am – 5pm. The maintenance shall include parts and labor for all hardware and software patches, and dot releases. The Proponent will respond to Major Failures within two (4) business hours. Response time is defined as the amount of time for a qualified technician to arrive on the City’s site. The proponent shall make the most current version of system software and equipment firmware available to the City as released. For the purposes of warranty and maintenance, a Major Failure is defined as any failure that affects the following: 10% of station equipment out of service 10% of network services out of service Any PRI circuit interface out of service Any building out of service Any system node (as defined by the specific architecture implemented) out of service Any attendant position out of service Any subsystem (voice mail, call center, call accounting, E91-1 system) Failure of any integration functionality between systems installed under the resulting contract, or between systems installed under the resulting contract and other existing systems Any failure whatsoever which reasonably affects the ability of the City to respond to any emergency situation, or which substantially impedes the City’s ability to operate, as determined by the City Understand and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 276 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 91 5.9 Routine Repairs During the warranty period, and during any subsequent maintenance agreements, the selected Proponent will complete other routine repairs before the end of the next business day. Understand and Comply. 5.10 End of Warranty Period Proponents shall submit with its proposal alternative maintenance options and pricing, including full parts and labor maintenance agreements, time and materials pricing, depot service, factory support and other appropriate alternatives for a period of four (4) years after the expiration of the one year warranty period. If purchased on an annual basis, the annual charge for a full parts and labor (excluding telephone sets) Maintenance Agreement following Warranty Expiration is $29,782.00. Purchase discounts for a multiyear agreement with the initial system purchase are outlined below: Full TRI-CARE Maintenance (excluding phones)(includes Software Assurance) Software Assurance Only Year 1 Included in purchase Included in purchase Year 2 $29,782 $5,932 Year 3 $55,992 $10,677 Year 4 $82,238 $15,097 Year 5 $104,843 $18,983 Mitel Call Director & 3300 VoIP Network Maintenance Plan Options TRI-CARE: 8/5 M/F - all hardware, software, servers and phones - labor included 1. TECHNICAL SUPPORT Telephone and e-mail support: Technical Support is provided on a per incident basis during normal business hours for the support period. Technical support is intended to provide help with situations such as: Troubleshooting and problem resolution for issues arising from hardware or software problems How-to questions for documented features Questions related to: inaccurate or incomplete documentation of a product feature and incorrect execution of a feature based on how it has been documented Application requirements information Initial contact to determine if problems are attributable to third party issues (e.g. telco, network configuration, cabling, Personal computers, web cameras or cell phones). Scheduled On-Site Technical Support: Scheduled On-Site Technical support is provided to troubleshoot, repair or 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 277 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 92 replace faulty hardware or software adversely affecting less than 25% of system operations. Emergency Call Out On-Site or Remote Support: Emergency On-Site Technical support is provided to troubleshoot, repair or replace faulty hardware or software problems that adversely affect 25% or more of system operations. 2. SUPPORT AVAILABILITY Technical Support is available to the Customer as follows: Regular Business Hours: 8 am – 5 pm, Monday through Friday excluding holidays. (New Years Day, Easter, Labor Day, Independence Day, Memorial Day, Thanksgiving, Christmas) Labor for technical support labor will be provided at no charge as part of this agreement. After Business Hours: 5 pm - 8 am, Monday through Friday, all weekends, all holidays listed above. Labor for technical support will be billed at TRI-TEC’s prevailing labor rates. 3. ACCESS TO TRI-TEC INVENTORY 24 hours a day, 7 days a week, including holidays. After business hours access is considered an emergency call out and prevailing labor rates will apply. 4. SOFTWARE MAINTENANCE UPDATES If required, TRI-TEC shall make available and provide technical support to implement any available software maintenance updates to correct problems with the Covered Products. 5. NEW SOFTWARE RELEASES Upon request, TRI-TEC shall make available to Customer any general availability System Software Releases and Major Software Releases to the Covered Products. Professional Services to perform these upgrades may be purchased according to TR I-TEC’s prevailing labor rates. If Professional Services is purchased, TRI-TEC will apply these System Software Releases or Major Software Releases either remotely or on-site at their sole discretion. 6. SUPPORT OF INCOMING CUSTOMER ISSUES OF COVERED PRODUCTS TRI-TEC shall provide the following technical support to Customer for all incoming Customer issues regarding the appropriate performance of the Covered Products and software licensed to Customer as part of the Covered Products. TRIAGE: Receive incoming request via phone or e-mail, gather appropriate information to generate work order, inform customer of expected response time by technician. TIER 2: Technician engages with customer via phone, remote session or on -site support to resolve major an d minor failures. TIER 3: Advanced application resolution. TRI-TEC will engage Engineering support from product manufacturer as required. TRI-TEC is not responsible for troubleshooting configuration or programming changes made to the system by the Customer (without TRI-TEC approval). 7. INCIDENT SEVERITY LEVELS AND RESPONSE TIMES It is the responsibility of the customer to state the severity level of the incident when opening the issue. If the severity level is not communicated to the Support Agent, it will be assumed that the customer agrees with the severity that is chosen by the Support Agent. Major Alarm: Hardware or software failures that cause 25% or more of the system to fail. TRI -TEC guarantees gain remote access and begin the trouble shooting process and an on-site response time of (two) 2-hours if required. Minor Alarm: Failure of individual IP and Analog telephones, ancillary equipment and other equipment not affecting entire system performance. TRI-TEC guarantees response by the next business day. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 278 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 93 SOFTWARE ASSURANCE ONLY Software Assurance coverage entitles the customer to download, install and use software Update Releases (which include bug fixes, patches and minor feature enhancements) and software Upgrade Releases (which includes major new features, and may contain bug fixes and patches) for the applicable p roduct or products during the term of the Software Assurance entitlement without any additional upgrade fees or charges. Software Assurance includes the ability for the customers Mitel Authorized Partner VAR to access Mitel’s Technical Support Network (TSN) on behalf of the customer for e -mail and phone support (Business Hours) and 24 / 7 Emergency Support for all supported releases. Supported Releases are: Current Release – most recent GA (General Availability) release of Software. Active Releases – Current Release minus 2. (n - 2). For Example, if Version 9.x is the current release, Version 7 & 8 would be considered Active Releases. Mitel Technical support on software versions outside of Supported Releases will be billed according to Mitel’s then current price list. Software Assurance does not include the labor and services to download, install, upgrade or re - commission the covered product, nor does it cover the cost of any additional hardware should it be required. Our standard labor rates are: BUSINESS HOURS: $150/hour for the first hour with a 1 hour minimum for on-site work $118 for subsequent hours billed in ½ hour increments $75/hour for remote service calls and support AFTER HOURS: 1.5 times standard rates Proponents shall describe the strategy, schedule, and costs for various software upgrades (patches, dot revisions, major new releases). Proponents shall indicate at what point older software versions are not supported. Supported Releases are: Current Release – most recent GA (General Availability) release of Software. Active Releases – Current Release minus 2. (n - 2). For Example, if Version 9.x is the current release, Version 7 & 8 would be considered Active Releases. Mitel Technical support on software versions outside of Supported Releases will be billed according to Mitel’s then current price list. 5.11 Major System Failure In the event of a Major System Failure, whether due to circumstances covered under warranty or maintenance agreement, or due to Acts of God or nature, or any other cause, Proponents shall agree to deliver and install a replacement system to provide rudimentary telephone service to the City within 48 hours from notification by the City. The costs associated with such replacement system shall be determined based on the cause of the failure. Understand and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 279 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 94 5.12 Preventative Maintenance As part of the initial warranty and any subsequent maintenance agreement, the selected Proponent shall perform preventive maintenance on the system once per year. Proponents shall describe in detail its preventive maintenance program, and provide sample written documentation of the results of preventive maintenance services to the City with its proposal. On a quarterly basis, TRI-TEC will perform the following: Perform System Back-Ups of all databases and programming Review System Logs and take any corrective actions as deemed necessary Review Voice Mail Reports for capacity limits and security Document and report all findings to the City 5.13 Performance Monitoring The selected Proponent shall provide performance monitoring of the system primary components and subsystems as part of the initial warranty and any subsequent maintenance agreements. If this function is optional, provide pricing separately. The system is capable of e-mailing alarms to our service center however, 24 hour monitoring is not included in the purchase price. Options for 24 hour monitoring are detailed in Section 8 OPTIONS FROM MITEL AFFILIATES. 5.14 Remote Diagnostics Proponents shall have a remote diagnostics and maintenance capability that permits Proponents to monitor system performance, and perform routine diagnostics and maintenance from a remote maintenance facility, and will identify the location and capabilities of this facility. The City may elect to inspect the facility, and Proponents shall agree to such an inspection if the City so requests. Understand and Comply 5.15 Optional Additional Support Services Following Cutover Respondents should provide the costs of supplying System Administration and Certified Systems Support to support City operations following the cutover. The City may elect to contract for these services for some period of time following the cutover. The City would expect to be able to contract for these services on a month-by-month or annual basis, but must have the ability to cancel the services with 90 days notice. Estimated Scope of services: Provide help desk services upon the request of the I.T. department to assist customers with o Basic training and assistance o Moves/adds/changes to all systems selected o Maintain highly accurate and appropriate operational/technical documentation o Provide consulting to departments to evaluate and develop more complex configuration changes, perform complex configuration work following department approval o Perform and/or schedule system upgrades and repairs o Operate within all policy guidelines of the City with regard to telephone system standards, network and other security provisions Estimated hours 10-15 hours per week Must be available to be onsite at least once per week, and to provide rapid response in urgent or high priority situations All individuals performing this work and with access to City systems information would need to sign City and Police confidentiality documents and background checks. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 280 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 95 TRI-TEC Communications will provide system administration and support as described above for the City of Renton at a rate of $118/hour for on-site services and $75/hour for remote services. In urgent or high priority situations we will provide a 1 hour remote access guarantee and a 2 hour technician on-site guarantee. TRI-TEC will comply with all signing of confidentiality documents and background checks. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 281 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 96 6. Training Experience the bottom line benefits of TRI-TEC’s training strategy. Our scalable programs make your deployment a more cost effective and enjoyable experience for everyone. Our ‘just-in-time” training schedule ensures newly acquired skills and knowledge are put to immediate use. END USER TRAINING We create end user training plans to equip your staff for a quick and efficient transition to the new system. We provide practical instruction on how to incorporate the new features and tools into their daily work processes. Functional concepts and best practices are interwoven into the material. Our end user classes are kept small, typically between 8-12 employees who share similar job duties. Learning is enhanced in interactive classes providing hands-on training on live systems. Employees are also familiarized with the available job aids like quick reference guides and on-line help. OPERATOR TRAINING After your answering personnel have attended the basic end user classes, they will receive specific training on the efficient processing of calls. An emphasis is placed on features specific to optimizing their new tools. “GO-LIVE” SUPPORT Plan on having the right amount of on-site support from TRI-TEC‘s technical support and training staff for the first day your system is in production. ADMINISTRATOR KNOWLEDGE TRANSFER Just prior to “go-live” TRI-TEC will perform a knowledge transfer with a review of system configuration, software applications and the various hardware components. While not intended to teach attendees to be subject matter experts, this training will provide instruction on: ‣ Performing routine back-ups ‣ Looking up feature access codes ‣ Basic troubleshooting & clearing alarms ‣ Programming speed dials ‣ Changing names on extensions, mailboxes and associated applications ‣ Add/delete extensions, mailboxes & user accounts ‣ Program keys on phones ‣ Recording & changing system greetings. ADDITIONAL TRAINING AVAILABLE TO THE CITY: Mitel Communications Director for 3300 ICP Prerequisite Equipment Overview $0.00 1 included in price proposal Self-Study Approximate time: 10 hours This self-study course provides a detailed list of the hardware and software equipment required to complete the labs in this course and to participate in the virtual classroom sessions. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 282 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 97 Mitel Communications Director (MCD) for 3300 ICP Basic System Administration (MAC) $500 1 included in price proposal Self Study Approximate Time: 6 hours In this interactive, web-based self study Basic System Administrator course you will learn how to perform routine moves, adds and changes to your Mitel Communications Director (MCD) or 3300 ICP. Mitel Communications Director (MCD) for 3300 rel 4.2 Advanced System Administration $2,000 1 included in price proposal Classroom Instructor-Led $2,000 – 28 hours This course is designed for the individual responsible for the basic management of user extensions in an existing customer database. To assist in the communications between the customer and their Service Provider, basic fault finding is covered. It is recommended that you possess a basic understanding of your locations requirements (numbering plan, long distance restrictions, which features are in use.) Basic PC experience is a requirement of this course. Mitel Application Suite (MAS) I & M $0.00 Self Study Approximate Time: 6 hours Configuring the NuPoint Call Director Workshop (Recording) $0.00 The intended audience will be anyone that requires a basic understanding of the design, programming, implementation or troubleshooting of Call flows created with the NuPoint Call Director. This could include but not be limited to Database Designers, Installation and Repair Technicians and could even include End Users. Basic understanding of NuPoint fundamentals would be beneficial. This is a recording of the workshop. Nupoint Unified Messenger System Administration $1,250 1 included in price proposal Classroom Instructor-Led – 22.5hours 04/18/2011 to 04/20/2011 in Chandler, AZ NuPoint Messenger IP provides users with access to a host of highly flexible and customizable applications. These applications allow organizations to easily route calls within the organization and relay, store, and retrieve messages - using a phone, fax machine, pager, PC or intelligent mobile device. This class prepares the student to perform basic system administration tasks on the NuPoint Unified Messenger system. Students will program basic user mailboxes to include such features as message waiting and paging. Students will learn about the Administrator and Attendant special function mailboxes and special application mailboxes such as trees, rotational, and broadcast mailboxes. In addition, students will learn how to access and interpret system reports, perform basic mailbox and application maintenance, and routine procedures for administering a "healthy" system. Unified Communicator Advanced (UCA) End User Workshop Recording $0.00 This two hour Unified Communicator Advanced (UCA) workshop is intended for the end user. It will cover an in-depth view of all the functions and features of the client application. This a recording of the Unified Communicator Advanced (UCA) Workshop Contact Center Management Daily User $1,350 for 7 users. $275 for an additional 2 users This course runs up to 4 hours and is designed for managers and supervisors. It includes a review of reporting configuration options and instruction on generating and automatically distributing reports. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 283 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 98 Participants will learn how to forecast service level objectives and use tools to monitor and audit real- time statistics for Automated Call Distribution (ACD) licensed environments. Contact Center Management Network Adminr $1,350 for 7 users. $275 for an additional 2 users 1 included in price proposal This course runs up to 4 hours. It is designed for technical support employees who are responsible for maintaining and configuring Contact Center Management software after it is installed in ACD licensed environments. Participants will review available resources, in-depth information on administration and configuration options, and best practices. Intelligent Queue Network Administrator $1,350 for 7 users. $275 for an additional 2 users 1 included in price proposal This course runs up to 4 hours. It is designed for administrators who want to have a general understanding of their existing Intelligent Queue setup and learn best practices for configuring and maintaining their system. A step-by-step walk through is provided and a review of specific resources for support and maintenance. Flexible Reporting $750 for 7 users. $275 for an additional 2 users This course runs up to 2 hours and is designed for administrators, managers, and supervisors who need to know how to create and generate custom reports. It includes a step-by-step review of options and features and provides interactive, trainer-led exercises for custom report generation. Metropolis Call Accounting For your Metropolis Call Accounting, the training is on-line with a live instructor and no charge. I would suggest that each person you give the ability to run or review reports on their department attend this training. It is 2 hours. You can register here: http://metropolis.com/trreg/ 6.1. End User Training The selected Proponent shall supply complete station user training for all station equipment types and other end user equipment, for all station users, utilizing live equipment at the City’s site, within two weeks prior to the system cutover, at no cost to the City. The City will provide appropriate space and assist in scheduling of classes for station user training. Each user will be provided with written training materials for his/her telephone station equipment. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. Understand and Comply. 6.2. Voice Mail Training The selected Proponent shall supply complete end user training for the voice mail system, for all station users, utilizing live equipment at the City’s site, within two weeks prior to each phase of the system cutover, at no cost to the City. The City envisions voice mail training occurring in conjunction with end user training. The City will provide appropriate space and assist in scheduling of classes for station user training. Each user will be provided with written training materials for the voice mail operation. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. Understand and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 284 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 99 6.3. Attendant Training The selected Proponent shall supply complete training to a minimum of four (4) attendants on the operation of the PC-based system attendant console, utilizing live equipment at the City’s site, within two weeks prior to system cutover, at no cost to the City. Each console attendant will be provided with written training materials for his/her attendant software. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. Understand and Comply. 6.4. Call Center Training The selected Proponent shall provide complete training for a minimum of (20) call center agents and four (4) call center supervisors on the agent and supervisory functions of the call center platform, utilizing live equipment at the City’s site, within two weeks prior to each phase of the system cutover, at no cost to the City. Each agent/supervisor will be provided with written training materials for his/her call center capabilities. In addition, a supply of training materials/user guides shall be provided to the City for future use. User guides shall also be available at no cost on line. Understand and Comply. 6.5. System Administration Training The selected Proponent shall supply complete training for a minimum of four (4) persons on the operation of the system management and administration functions, within two weeks prior to the system cutover, at no cost to the City. Training will be provided on all primary and peripheral systems and services installed under this contract (telephone system, station equipment, voice mail system, call center platform, E9-1-1 system). Understand and Comply. 6.6. Certified System Specialist Training The selected Proponent shall provide pricing for the training necessary for the City to assume responsibility for system maintenance, should the City choose to do so after the warranty period has expired, for all primary and peripheral systems and services installed under this contract. Training will be adequate for personnel to become "certified" system technicians and/or administrators. Provide pricing exclusive of travel and out of pocket expenses. Provide the locations where training is conducted. Identify available training courses syllabuses and schedules, and provide pricing for on-going training and re-certification programs. Understand and Comply. 6.7. Post-Cutover Training “Train the Trainer” or equivalent training shall be provided at no cost to up to 25 staff. The selected Proponent shall provide the materials and support necessary for the City to provide training on an ongoing basis to new employees and refresher training to existing employees. Provide descriptions of all training programs available, length of classes, and quantities of individuals per class. Provide copies of training materials. Training materials and manuals shall also be available on line. Understand and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 285 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 100 6.8. Training on optional items Should the City elect to implement the optional unified messaging system (either initially or at a later date), Proponent shall provide complete end user and administrator/manager training on the operation, configuration and administration of the system, at no additional charge to the City. Should the City elect to implement the optional call accounting system (either initially or at a later date), Proponent shall provide complete training on the operation, configuration and administration of the system, at no additional charge to the City. Understand and Comply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 286 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 101 Section 7 - Pricing 1.1 Pricing Format Pricing for the proposed system must be provided in summary format and detailed format, by building, in the formats in this section. Each chargeable item of equipment, hardware or software must be listed on the attached spreadsheets. The unit purchase and installation prices must apply from the date of contract until the final configuration has been determined as a result of the post-contract station reviews. Add-on unit prices must apply for one full year after final Acceptance. Post Acceptance Pricing will be a 38% discount off of Manufacturers List Price detailed in this RFP. However, this discount will be extended to match the term of any additional years of maintenance purchased at initial system purchase. TRI-TEC has negotiated a special discount of 45% for the initial system purchase. The 5320 IP telephone sets have an additional discount at initial system purchase for a total discount of 51.9% 1.2 Approximation of Quantities The quantities given in the proposal are approximate only, being given as a basis for the uniform comparison of proposals, and the City does not expressly or by implication agree that the actual amount of work will correspond therewith. An increase or decrease in the quantity for any unit price item shall not be regarded as sufficient grounds for an increase or decrease in the unit price of that item, nor in the time allowed for the completion of the work. Understood and Comply. 1.3 Pricing Timeframe It is required that all pricing and provisions of the Proponent's proposal remain in effect for a minimum of 180 days from the submittal date. Understood and Comply. 1.4 Existing Systems Removal/Credit Proponents shall indicate cost or credit for the removal of the City’s existing system as stated in Section 1.3.1. TRI-TEC will remove and inventory the existing equipment and store it at our facility pending sales to the secondary market. Any proceeds from the sale of the equipment will be shared equally between TRI- TEC and the City. Should TRI-TEC not be able to sell the equipment within 60 days of taking possession we will dispose of it in an environmentally safe and legal way. As you would probably expect, the secondary market is flooded with used Nortel equipment right now and the demand fluctuates widely. It is not possible to quote a value for the equipment that will be valid in 6 months. 1.5 Payment Schedule Payment schedule for the core project may be as follows: Project Phase %Project Cost Notes Project Kick off / Implementation Plan 20% Submission/Approval of Implementation Plan Configuration Complete 10% Completion of Station Reviews + Submission/Approval of Final Configuration 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 287 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 102 and Detailed equipment list Core Systems and Station Equipment Installation approved 20% Completion of Servers installation, SW Configuration and 10% of Stations installation and administrator training Final cutover 25% Including removal of existing equipment Final Acceptance 25% Successful performance period + Submission of documentation Total One-time costs 100% Billing and payment for optional Additional Support Services will be done on a monthly basis. Understood and Comply. 1.6 Authorized Signature Proposals must be signed below by a representative of the Proponent authorized to commit the Proponent to the quoted price and all of the terms and requirements stated in the RFP. Proponent’s signature below signifies compliance with all the terms and requirements of the RFP. Understood and Comply. 1.7 Summary Pricing All items must include Washington State Sales tax, currently at 9.4%. Include sales tax in each line, rather than in the grand total. 1.7.1 Sample Summary Pricing - Format Total Cost, Including Sales Tax 1. Purchase Price for Telephone System $232,541.87 $21,858.94 $254,400.81 2. Installation Price for Telephone System $78,350.00 $7,364.90 $85,714.90 3. Purchase Price for Voice Mail System $11,787.25 $1,108.00 $12,895.25 4. Installation Price for Voice Mail System $12,000.00 $1,128.00 $13,128.00 5. Purchase Price for Call Center $14,420.05 $1,355.48 $15,775.53 6. Installation Price for Call Center $2,175.00 $204.45 $2,379.45 7. Purchase Price for E911 Application 0 0 0 8. Installation Price for E911 Application 0 0 0 9. Training Costs for System Certification $6,450.00 $606.30 $7,056.30 10. Trade-in/Buy Back Incentive $0 0 0 Total Cost for Complete System as Configured (Items 1 - 10) $357,724.17 $33,626.07 $391,350.24 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 288 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 103 THESE PRICES DO NOT INCLUDE MULTI -YEAR ADVANCED PURCHASE DISCOUNTS 11. Annual Maintenance Costs: (After required 1 year warranty) $29,782.00 12. Annual Maintenance Cost – year 2 following warranty $29,782.00 13. Annual Maintenance Cost – year 3 following warranty $29,782.00 14. Annual Maintenance Cost – year 4 following warranty $29,782.00 15. Annual Maintenance Cost – year 5 following warranty $29,782.00 16. Optional Call Accounting Purchase and Installation $12,949.50 17. Optional Unified Messaging for 200 initial users $8,175.00 18. Optional Unified Messaging per additional license $33.00 19. Optional Conference Bridge Purchase and Installation $8,487.50 20. Optional Additional Support Services Following Cutover – Monthly assumes 10 on-site hours per week $4,720.00 21. Optional Speech Attendant for Automated Attendant purchase & installation $4,150.00 22. Optional Failover Automated Attendant and Voice Mail for FS12 purchase & installation $1,537.50 23. Optional 8 port Fax Finder purchase & installation $6,537.75 24.Survivable Branch Office Option purchase & installation $2,392.25 Company: TRI-TEC Communications, Inc. Bidder’s Signature: __________________________________ Date: ____________________ Bidder’s Name & Title: Scott Grieben, President Company Address: 25130 74th Avenue South City, State, Zip Code: Kent, WA 98032 Telephone: 253-852-7777 Fax: 253-852-5660 Email: ScottG@Tri-Tec.com 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 289 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 104 1.8 Detailed Pricing – Format (expand as needed) City Of Renton Detailed Pricing – Telephone System 1055 Grady Way, City Hall - MCD 4.2 on 3300 Part Description Qty List Ext. List % Disc Cust Price Extended Customer MCD/3300 - Core Hardware and Software 50001754 5485 IP PAGING UNIT 5 650.00 3,250.00 45.00 357.50 1,787.50 50003560 DUAL T1/E1 TRUNK MMC 1 1,500.00 1,500.00 45.00 825.00 825.00 50005084 MXe AC POWER SUPPLY 1 500.00 500.00 45.00 275.00 275.00 50005105 ASU II 2 700.00 1,400.00 45.00 385.00 770.00 50005731 24 port ONSp card 4 860.00 3,440.00 45.00 473.00 1,892.00 50006268 3300 MXe III Controller 32G SATA SSD 1 530.00 530.00 0.00 530.00 530.00 50006269 3300 MXe III Controller 1 3,000.00 3,000.00 45.00 1,650.00 1,650.00 50006271 PWR CRD C13 10A 125V - NA PLUG 4 15.00 60.00 45.00 8.25 33.00 52002581 3300 Mxe III Expansion Kit 1 2,250.00 2,250.00 45.00 1,237.50 1,237.50 54002701 MCD ONS license 93 75.00 6,975.00 45.00 41.25 3,836.25 54004973 MCD Enterprise PBX Software 1 3,000.00 3,000.00 45.00 1,650.00 1,650.00 1 : 54000303 MCD Digital Link License 1 : 54000497 MCD XNET 1 : 54000540 MCD IP Networking 1 : 54000860 (AMC)3300 ADVANCED VOICEMAIL OPTION 1 : 54001130 MCD Voicemail Networking 1 : 54001490 MCD Tenanting 1 : 54002949 MCD Remote Management 16 : 54004975 MCD Enterprise User License 54005043 MCD Enterprise Active Agent License 15 150.00 2,250.00 45.00 82.50 1,237.50 Mitel Communications Director (MCD) - Solution Licenses 54000303 MCD Digital Link License 1 1,500.00 1,500.00 45.00 825.00 825.00 54004975 MCD Enterprise User License 664 180.00 119,520.00 45.00 99.00 65,736.00 54005066 MCD Enterprise Dynamic Extension 25 205.00 5,125.00 45.00 112.75 2,818.75 Desktop Devices - 5200/5300 IP Phones and Peripherals 50005071 5340 IP PHONE 30 470.00 14,100.00 45.00 258.50 7,755.00 50005300 24VDC IP PWR ADPT 100-240V 50-60HZ( 5 40.00 200.00 45.00 22.00 110.00 50005301 48VDC ETNT PWR ADPT 100-240V 50 40.00 2,000.00 45.00 22.00 1,100.00 50005712 Cordless Headset & Module Bundle NA DECT 50 425.00 21,250.00 45.00 233.75 11,687.50 50005804 5330 IP Phone (Backlit) 170 370.00 62,900.00 45.00 203.50 34,595.00 50005915 PKM KIT - 48 KEY (for 85xx/53xx Phones) 2 430.00 860.00 45.00 236.50 473.00 50006191 5320 IP Phone 400 250.00 100,000.00 51.90 120.25 48,100.00 51005172 PWR CRD C7 2.5A 125V-NA PLUG 55 5.00 275.00 45.00 2.75 151.25 51011571 5304 IP Phone 50 165.00 8,250.00 45.00 90.75 4,537.50 Wireless - 802.11 51008199 SVP Server (Wi Fi) 1 2,265.00 2,265.00 45.00 1,245.75 1,245.75 51008211 PSU for Sgle/Dual Chgr (Global) 25 20.00 500.00 45.00 11.00 275.00 51008223 PSU for SVP/OAI Gateways (Global) 1 61.50 61.50 44.99 33.83 33.83 51011012 e340 WiFi Wireless Handset kit, no P/S 25 685.00 17,125.00 45.00 376.75 9,418.75 OEM - CommSource, DataNet Equipment 3100 MW5 1 line 5 button Speaker Telematrix Analog phone 10 33.25 332.50 0.00 332.50 332.50 3302 CID 1 line 10 button Speaker Caller ID Telematrix Analog 5 98.00 490.00 0.00 490.00 490.00 51201133 AUDIOCODES MP114 2FXS/2FXO 7 463.00 3,241.00 15.00 393.55 2,754.85 51202709 MP118/8O/SIP AUDIOCODES 3 729.00 2,187.00 15.00 619.65 1,858.95 51202792 MEDIAPACK 124 ANLG VOIP GTW 5 1,471.00 7,355.00 15.00 1,250.35 6,251.75 901.3950 MP112 ANALOG VOIP GTWY 2 FXS, SIP 16 193.00 3,088.00 15.00 164.05 2,624.80 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 290 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 105 Total List Price 400,780.00 218,898.93 Line Item Discount (181,881.07) Additional System Discount (7,305.43) Total 211,593.50 Unified Communicator Advanced (UCA) Part Description Qty List Ext. List % Disc Cust Price Extended Customer Mitel Communications Director (MCD) - Solution Licenses 54004975 MCD Enterprise User License 5 180.00 900.00 45.00 99.00 495.00 Unified Communications 54004266 UC Advanced 1 Deskphone License 5 99.00 495.00 45.00 54.45 272.25 54004281 UC ADVANCE DESKPHONE & SOFTPHONE LI 5 150.00 750.00 45.00 82.50 412.50 54005245 UC Advanced Mobile for Blackberry 1 Lic 25 59.00 1,475.00 45.00 32.45 811.25 54005404 Mitel Unified Communicator Software 1 1,500.00 1,500.00 45.00 825.00 825.00 Customer Service Manager 54004823 UC Advanced Console Option 5 850.00 4,250.00 45.00 467.50 2,337.50 OEM - CommSource, DataNet Equipment 51201431 Dell 1U CTI Srvr without/OS + 5 Year Main 1 2,000.00 2,000.00 0.00 2,000.00 2,000.00 Total List Price 11,370.00 7,153.50 Line Item Discount (4,216.50) Additional System Discount (997.45) Total 6,156.05 1209 Kirkland Avenue NE, Fire Station 12 - MCD 4.2 on 3300 Part Description Qty List Ext. List % Disc Cust Price Extended Customer MCD/3300 - Core Hardware and Software 50003560 DUAL T1/E1 TRUNK MMC 1 1,500.00 1,500.00 45.00 825.00 825.00 50005084 MXe AC POWER SUPPLY 1 500.00 500.00 45.00 275.00 275.00 50006268 3300 MXe III Controller 32G SATA SSD 1 530.00 530.00 0.00 530.00 530.00 50006269 3300 MXe III Controller 1 3,000.00 3,000.00 45.00 1,650.00 1,650.00 50006271 PWR CRD C13 10A 125V - NA PLUG 2 15.00 30.00 45.00 8.25 16.50 52002581 3300 Mxe III Expansion Kit 1 2,250.00 2,250.00 45.00 1,237.50 1,237.50 54004973 MCD Enterprise PBX Software 1 3,000.00 3,000.00 45.00 1,650.00 1,650.00 1 : 54000303 MCD Digital Link License 1 : 54000497 MCD XNET 1 : 54000540 MCD IP Networking 1 : 54000860 (AMC)3300 ADVANCED VOICEMAIL OPTION 1 : 54001130 MCD Voicemail Networking 1 : 54001490 MCD Tenanting 1 : 54002949 MCD Remote Management 16 : 54004975 MCD Enterprise User License Mitel Communications Director (MCD) - Solution Licenses 54004975 MCD Enterprise User License 19 180.00 3,420.00 45.00 99.00 1,881.00 Desktop Devices - 5200/5300 IP Phones and Peripherals 50005804 5330 IP Phone (Backlit) 35 370.00 12,950.00 45.00 203.50 7,122.50 Total List Price 27,180.00 15,187.50 Line Item Discount (11,992.50) Additional System Discount -395.18 Total 14,792.32 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 291 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 106 Call Center Reporting Part Description Qty List Ext. List %Discount Cust Price Extended Customer Customer Interaction Solutions 51300541 Contact Center Standard Starter Pack 1 7,995.00 7,995.00 45.00 4,397.25 4,397.25 51300544 IQ Standard Routing Starter Pack 1 5,950.00 5,950.00 45.00 3,272.50 3,272.50 51300552 Contact Center Standard Agent - 10 pack 1 4,000.00 4,000.00 45.00 2,200.00 2,200.00 51300597 Contact Center Network License 1 5,000.00 5,000.00 45.00 2,750.00 2,750.00 OEM - CommSource, DataNet Equipment 51201431 Dell 1U CTI Srvr with out/OS 5 Year Main 1 2,000.00 2,000.00 0.00 2,000.00 2,000.00 906.9784- 001 WINDOWS SVR STD 2008 SNGL OLP NL 1 726.00 726.00 0.00 726.00 726.00 907.1963- 052 MICROSOFT WINDOWS SERVER 2008 LIC 5 30.00 150.00 0.00 30.00 150.00 Total List Price 25,821.00 15,495.75 Line Item Discount (10,325.25) Additional System Discount -1,075.70 Total 14,420.05 NuPoint Voice Mail Part Description Qty List Ext. List % Disc Cust Price Extended Customer NuPoint Unified Messaging 54001622 NP. IP integration (max 4 connections) 1 1,800.00 1,800.00 45.00 990.00 990.00 Mitel Applications Suite 54004609 MAS SW BASE 1 1,995.00 1,995.00 45.00 1,097.25 1,097.25 8 : 54000291 MCD User license 8 : 54000294 MCD Device license 2 : 54001875 NPM IP - CALL DIR ADD USER 1 : 54002692 NuPoint Text-to-speech port 2 : 54002752 NPM IP - Adv UM User (323) 3 : 54002763 MCD SIP USER LICENSE 1 : 54003292 NP-SAA. Add 1 SAA port to NP. 2 : 54003349 (EAMC) NPM IP AA CORP DIR 3 : 54003463 AWC 1 AUDIO & WEB CONF LIC 8 : 54004028 SIP Peering VM Port for NPM 3 : 54004029 Single Unit IP Enable Lic 3 : 54004030 5000 Cat C License 2 : 54004053 Nupoint Voice Mail Box (1 User) 2 : 54004092 (EAMC) NP-UM STD UM USER 1 : 54004491 Sip Trunking Channel Proxy 1 : 54004516 AWC Audio & Web base for MAS Clear 1 : 54004571 Mitel Border Gateway Base 2 : 54004572 MBG TW service 1 User 1 : 54004591 NPM Base for MAS 1 : 54004631 UC Mobile Base 1 : 54004761 UC MOBILE USER UPLIFT) 11 : 54004981 MCD Application Connection License 54005347 MAS NPUM M'BOX&CALLDIR 3300(500 User) 2 7,000.00 14,000.00 45.00 3,850.00 7,700.00 15 : 54000291 MCD User license 15 : 54000294 MCD Device license 500 : 54001875 NPM IP - CALL DIR ADD USER 500 : 54004053 Nupoint Voice Mail Box (1 User) 15 : 54004981 MCD Application Connection License OEM - CommSource, DataNet Equipment 51201431 Dell 1U CTI Srvr without/OS + 5 Year Main 1 2,000.00 2,000.00 0.00 2,000.00 2,000.00 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 292 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 107 Total List Price 19,795.00 11,787.25 Line Item Discount (8,007.75) Total 11,787.25 Grand Total Total List Price 484,946.00 Total Parts Discounts -216,423.07 Total System Discounts -9,773.76 Total Total Equipment Costs $258,749.17 System Certification Training $ 6,450.00 Installation & Training Labor $ 92,525.00 Sub-Total $357,724.17 9.4% Sales Tax $ 33,626.07 GRAND TOTAL $391,350.24 City Of Renton Detailed Pricing - OPTIONS Speech Attendant Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer NuPoint Unified Messaging Install Installation & Training Labor 1 1,950.00 1,950.00 0.00 1,950.00 1,950.00 54003292 NP-SAA. Add 1 SAA port to NP. 4 1,000.00 4,000.00 45.00 550.00 2,200.00 Total List Price 5,950.00 4,150.00 Line Item Discount -1,800.00 20 port Audio Conference Bridge Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer Mitel Applications Suite 54003434 MAS AWC AUD ONLY UP 3300 (1 USER 7 400.00 2,800.00 45.00 220.00 1,540.00 54003435 MAS AWC AUD ONLY UP 3300 (10 USER) 1 3,455.00 3,455.00 45.00 1,900.25 1,900.25 54004609 MAS SW BASE 1 1,995.00 1,995.00 45.00 1,097.25 1,097.25 51201431 Dell 1U CTI Srvr without/OS + 5 Year Main 1 2,000.00 2,000.00 0.00 2,000.00 2,000.00 Install Installation & Training Labor 1 1,950.00 1,950.00 0.00 1,950.00 1,950.00 Total List Price 12,200.00 8,487.50 Line Item Discount -3,712.50 Unified Messaging Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer Mitel Applications Suite 54004222 MAS Nupoint Advanced UM 1 User 1 60.00 60.00 45.00 33.00 33.00 54004223 MAS Nupoint Advanced UM 50 Users 4 2,500.00 10,000.00 45.00 1,375.00 5,500.00 Install Installation & Training Labor 1 2,675.00 2,675.00 0.00 2,675.00 2,675.00 Total List Price 12,735.00 8,208.00 Line Item Discount -4,527.00 Call Accounting Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer Not Classified OEW 1000 Metropolis OfficeWatch Enterprise 1,000 users 1 8,795.00 8,795.00 10.00 7,915.50 7,915.50 OWM50 OfficeWatch Multi Site 50 user 1 1,295.00 1,295.00 10.00 1,165.50 1,165.50 Poweredge R210/2 Dell oweredge R210 Quad Core, 160 GB HD, RAID 1, Windows Server 1 2,070.00 2,070.00 0.00 1,138.50 1,138.50 Install Installation & Training Labor 1 2,730.00 2,730.00 0.00 2,730.00 2,730.00 Total List Price 14,890.00 12,949.50 Line Item Discount -1,940.00 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 293 of 411 RFP: Enterprise Communication System Replacement: TRI-TEC Communications, Inc., RESPONSE 108 Failover Automated Attendant FS 12 Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer Mitel Communications Director (MCD) - Solution Licenses 54000297 MCD Mailbox license 25 50.00 1,250.00 45.00 27.50 687.50 Install Installation & Training Labor 1 850.00 850.00 0.00 850.00 850.00 Total List Price 2,100.00 1,537.50 Line Item Discount -562.50 Fax Finder Fax Server Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer MCD/3300 - Core Hardware and Software 50005105 ASU II 1 700.00 700.00 45.00 385.00 385.00 50005731 24 port ONSp card 1 860.00 860.00 45.00 473.00 473.00 54002701 MCD ONS license 8 75.00 600.00 45.00 41.25 330.00 OEM - CommSource, DataNet Equipment 907.2660- 005 MULTI TECH SYST 8 PRT V.34 FAX 1 3,999.00 3,999.00 15.00 3,399.15 3,399.15 Install Installation & Training Labor 1 1,950.00 1,950.00 0.00 1,950.00 1,950.00 Total List Price 8,109.00 6,537.15 Line Item Discount -1,571.85 Survivable Branch Office Option Part Description Qty List Ext. List % Disc Cust Price Extended Customer MCD/3300 - Core Hardware and Software 50006271 PWR CRD C13 10A 125V - NA PLUG 1 15.00 15.00 45.00 8.25 8.25 50006513 3300 160G SATA HDD 1 100.00 100.00 0.00 100.00 100.00 52002547 3300 CX Analog Survivable Branch Office 1 2,380.00 2,380.00 45.00 1,309.00 1,309.00 Install Installation & Training Labor 1 975.00 975.00 0.00 975.00 975.00 Total List Price 3,470.00 2,392.25 Line Item Discount -1,077.75 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 294 of 411 Mitel Affiliates : City of Renton RFP July 13 2011 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 295 of 411 Copyright Copyright © 2011 Wesley Clover Corporation. This document is unpublished and the following notice is affixed to protect Wesley Clover Corporation in the event of inadvertent publication: All rights reserved. No part of this document may be reproduced in any form, including photocopying or transmission electronically to any computer, without prior written consent of Wesley Clover Corporation. Trademarks Product names mentioned in this document may be trademarks or registered trademarks of their respective companies and are hereby acknowledged. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 296 of 411 Confidential City of Renton – Mitel Affiliates Page 3 Contact details: Stephanie Meadows Wesley Clover Group Account Manager 350 Legget Drive Kanata, Ontario K2K 2W7 Office: 613 271 6305 x 1014 Mobile: 310 801 6676 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 297 of 411 Confidential City of Renton – Mitel Affiliates Page 4 Table of Contents Introduction ......................................................................................................................................... 5 Corporate Overview ............................................................................................................................. 6 Executive Summary .............................................................................................................................. 7 About Wesley Clover and Sir Terry Matthews ..................................................................................... 8 Pricing Summary .................................................................................................................................. 9 On-site Prime & System Engineer ...................................................................................................... 10 System Integrator ............................................................................................................................... 10 Support ............................................................................................................................................... 10 Appendix A – Martello (Monitoring) ...................................................................................................... Appendix B – Cambrai (Provisioning and Management) ....................................................................... Appendix C – Teldio (Two Way Radio Integration) ................................................................................ Appendix D – Benbria (Intelligent Notification) ..................................................................................... 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 298 of 411 5 Introduction Wesley Clover, the parent company of Mitel Networks, is in the business of building businesses that develop solutions for use around the world. With active interests in networking and telecommunications, Wesley Clover has an outstanding and enviable portfolio of companies in high- growth industries operating in over 90 countries worldwide. Our current portfolio is comprised of solutions that address unified communications, video surveillance, wireless and next generation communication applications that are specific to markets such as Hospitality. The broader Mitel Networks response to the City of Renton Proposal includes additional elements from Wesley Clover known as the Mitel Affiliates. Mitel Affiliates are considered core to Mitel, offered by Mitel and often branded separately or under OEM from Mitel. The Mitel Affiliates portfolio consists of 6 companies with several unique applications that are focused on the Local Government sector. For the City of Renton our proposal consists of several integrated solutions from the Mitel Affiliates including Martello, Benbria, Teldio and Cambrai. Each company was founded by Terry Matthews (Mitel Chairman) and Wesley Clover has varied levels of ownership dependent upon the maturity of the company. Wesley Clover and each of these companies are headquartered in Ottawa, Canada on the Mitel Networks Campus. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 299 of 411 6 Corporate Overview The Wesley Clover Group understands the challenge of the City of Renton is to cost effectively roll out a new technology solution that will provide staff and residents of Renton with an unparalleled experience of next generation communications and security. We also realize that you are looking for best in breed solutions that cover numerous aspects, geographies and purposes today and into the future. Our Local Government customers choose the Wesley Clover Group because we are focused not only on technology, but also on the unique needs of our customers. With over 30 years in high technology and proven success in all types of Local Government (large and small), we are primed to provide our customers with solutions that are reliable, modern and appropriate. Our intimate knowledge of Local Government sector helps us harness the power of today’s technology to equip workers and connect staff and residents with just the right tools to perform their roles in smarter, more efficient ways. We deliver solutions that bridge longstanding communication gaps, redefine collaboration and maximize the safety of its users. For this reason, our customers consider the Wesley Clover Group of companies as a key component in their operational strategy. We make it our business to know your business. Our broad team includes subject-matter experts who have in-depth knowledge of the unique challenges and opportunities facing the hospitality markets and, more specifically, the City of Renton who is a long standing customer. Using this information, we tailor our solution to fit your needs while also addressing general concerns such as accessibility, connectivity, and productivity. The flexibility of our best in breed solutions is not only a benefit, but it is also a principle we apply from the first spark of innovation to the completion of each project. We approach integration in a way that allows our customers to grow without the growing pains. Every step occurs on your terms. In examining our track record and the track record of our portfolio companies we are longstanding leaders in IP and immerse ourselves in all aspects of our business so we can remain the experts and specialists you need for yours. It is this focus that keeps us leading edge and ensures that your solution is always current and ahead of the pack. When faced with change, we are not afraid to invest in it and drive it. Despite the ups and downs of the technology industry, Wesley Clover has kept its focus not only on its customers, but also on innovation. As a result, Wesley Clover and its group of companies have remained steadfast through dramatic industry fluctuations. For over 30 years, we have stayed true to our word. We stand as much by our new companies and their products as we do our old. You need only look at those customers, including many other hoteliers, who still use earlier generation Mitel equipment or the volume of our customer testimonials to understand why the Wesley Clover Group is the most trusted provider of technology solutions. With highly flexible products and solutions, the Wesley Clover Group is looking forward to working with you to not only help you better respond to increasing public expectations, but also develop a new platform that will raise your organization’s level of efficiency to new heights, limiting your risk while improving your bottom line. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 300 of 411 7 Executive Summary The keystone of a modern City is an effective and flexible IT environment. Mitel and the Mitel Affiliates propose a competitively priced solution that will not only improve the user experience and staff productivity, but will also simplify management, reduce costs, enhance security and provide future- proof communications that grow with the City over the long term. Ultimately, the Mitel Affiliates will give everyone from the senior IT staff at the City of Renton to extended staff the ability to respond swiftly and thoroughly to every situation. As the first point of contact, it is crucial for the contact center and telephone systems to operate efficiently and without any down-time. Our proposal includes a real-time Mitel Monitoring and Remote Access service that ensures City staff are notified before any major issues occur. Our service will provide the City with a monitoring platform that includes a high level dashboard view into the health and status of your local network and more detailed reports (dynamic or monthly) for those that are responsible for ensuring a smooth running communication network. As a means to provide each location with autonomous control and management of their communication infrastructure we will deploy a provisioning and management solution from Cambrai. The Provisioning portal is initially configured by the primary IT staff to ensure that corporate themes and templates are respected throughout the organization. Once the portal is configured access is provided to the local system administrators and end users. The portal allows access and control of certain features on the telephone system (ie. call forwarding, groups, call behaviours, feature keys, speed dials, etc.) which will enable the City to empower its end users to make simple changes on their own without having to involve expensive and resource challenged IT staff. Within each data centre we would set up mobility and collaboration capabilities to add substantial functionality, deliver better access to services staff and enable City employees to connect instantly and more intuitively. This includes a unique product that allows two-way radio users (typically carried security personnel, park staff, city maintenance) the ability to tie into the main telephone system. This provides City staff with the ability to call radios as if they were an extension off the main Mitel system, this not only expedites corrective action to any situation but it also mitigates cellular telephone charges assumed by this group. In any City around the USA security is paramount. To control and provide timely notification to City staff and residents we are proposing a mass notification solution that can be used at a moment’s notice. Whether you need to issue alerts and warnings, broadcast news and updates, or ensure the continuity of your operations, Benbria delivers a fast and effective solution to reach the community. With BlazeCast, the City of Renton will greatly improve crisis communications and emergency response by enabling non-technical staff to easily and quickly send multi-modal messages in real-time. The following pages present our offering in more detail. Ultimately, we propose to you a solution delivered with the highest level of insight, innovation and integrity. We thank you for considering the Mitel and the Wesley Clover Group and we look forward to working with the City of Renton on this exciting project. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 301 of 411 8 About Wesley Clover and Sir Terry Matthews Terry Matthews was an engineer at the research department of the British Post Office Telecommunications group prior to moving to Canada in 1969. He took a management position in a semiconductor company in Ottawa, Ontario and started an independent technology company in 1972 with Michael Cowpland. The company was named Mitel. With a $4,000 loan, they produced a successful tone receiver technology used in the transition from rotary dial phones to touch tone phones. In 1975 they developed a microprocessor controlled software-driven PABX phone system, and continued their success on a much greater scale. The company grew to a $450 million run rate prior, to being acquired by BT in 1984. In an agreement in 2000, Terry Matthews acquired the Mitel Business Systems group. The company was split into three operating companies; Zarlink, a company concentrating on the development and marketing of integrated circuits; BreconRidge, a company based on the Mitel manufacturing arm; and, Mitel Networks, a company targeted at business communications systems. Wesley Clover was incorporated as the holding company, investment vehicle and technology integrator for Terry Matthews. Between 1972 and 2009, Wesley Clover has invested, directly or indirectly, over $500 million in over 85 companies (most of them Canadian based in Ottawa). Wesley Clover has earned recognition worldwide for the experience in driving early-stage technology companies to success. The experienced team at Wesley Clover continues to bring entrepreneurial persistence, operational excellence, technical vision and unmatched enthusiasm to every investment venture. Today Wesley Clover has active relationships with some of the world’s premier organizations including the Hilton, The Royal Caribbean, New York Board of Education, Ferrari, Rolls Royce, Verizon and Sprint. Terry Matthews serves as Chairman of Wesley Clover, Mitel Networks, March Networks, Benbria, Martello, Teldio and Cambrai. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 302 of 411 9 Pricing Summary Below is a rollup of individual components from the Mitel Affiliates. Prices reflect Manufacturers List Price on a per month basis with a limited commitment of 3 years of service. One-time up-front costs are also included below. Additional discounts will be provided for 5 and 7 year contracts. Additional detail for each component is found below within the sub-sections. Mitel Affiliate Components Monitoring Starting Monthly Price Per Location Monitoring and Remote Access Martello $48.00 Provisioning and Management Provisioning and Management PortalCambrai $30.00 (100 phones/users) Two Way Radio Integration Two way radio gateway Teldio $267.00 (5 users) Alarm Control System Teldio $400.00 (5 users) Intelligent Notification Mass Notification Benbria $712.00 Discount TBD Total $1,457.00 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 303 of 411 10 On-site Prime & System Engineer The Mitel Affiliates are committed to providing the City of Renton with the highest level of support throughout the course of this project and the initial deployment at the 3 locations identified in the RFP. Our proposal includes the commitment to locate a full time engineering resource inside the City of Renton for installation, configuration and training phases. The resource will serve as a primary point of contact for the Mitel Affiliate components We feel strongly about working with the City of Renton and believe the Mitel Affiliate technical resource adds immeasurable value to this proposal and will play a key role in making sure the technology components are delivered and installed on time and on budget. System Integrator All Mitel Affiliate solutions are sold through Mitel. The qualifications to install and manage the various components are offered through Mitel University. The Mitel Affiliates have a strong history working with various Mitel channel partners who may also be called upon to provide installation and configuration experience in locations where a City of Renton technical resource is unavailable. Support Mitel Affiliate solutions are sold through Mitel and supported by Mitel using their existing worldwide support process. Initial support issues are first brought to the attention of 1st line support followed by 2nd line assistance provided by Mitel. Should additional expertise be required subject matter experts from the Mitel Affiliates are involved for 3rd line support. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 304 of 411 11 Appendix A – Martello (Monitoring) 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 305 of 411 12 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 306 of 411 Mitel Network Monitoring and Remote Access Service 13 Table of Contents Summary .................................................................................................................................... 14 Value Proposition ...................................................................................................................... 15 Service Overview ....................................................................................................................... 16 Features & Benefits ................................................................................................................... 17 Supported Systems .................................................................................................................... 25 Pricing ........................................................................................................................................ 26 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 307 of 411 Mitel Network Monitoring and Remote Access Service 14 Summary Mitel Network Monitoring and Remote Access Service has emerged as one of the most compelling ways to deliver greater network visibility and improve the health and security of a company’s network. The Monitoring SaaS enables the City of Renton to take full advantage of protecting each and every Mitel VoIP network that is deployed around the planet. With Mitel’s Network Monitoring and Remote Access Service the satisfaction of individual hotel locations, the productivity of employees, and the overall profitability of a business increasingly depend on the network and the service Mitel provides. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 308 of 411 Mitel Network Monitoring and Remote Access Service 15 Value Proposition Reduce Costs Minimize the troubleshooting to problem resolution period as the monitoring service identifies problems immediately. As soon as an alarm is raised, a message is sent to the appropriate City of Renton Technical Center via email, SMS or XML feed into your tr ouble ticketing system to alert your staff of the issue. Our monitoring application sits in the cloud (or optionally in the City of Renton data center) and is provided to you as a low cost service. No hardware is required which further reduces the up -front CAPEX. Benefit from optimizing the City of Renton telecoms network and know that there is a secure 24/7 service that identifies network problems before they can impact your ability to service hotel guests. Visibility into the Network With Mitel’s Network Monitoring and Remote Access Service the City of Renton will have greater visibility into the install base. Information contained within our Dashboard application includes license count information, hardware version control, 12 months of historical alarm information, voice quality statistics and bandwidth availability. Once implemented and bundled with every system, the Mitel Monitoring and Remote Access Service will provide you with a real-time view of the entire City of Renton Mitel Network. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 309 of 411 Mitel Network Monitoring and Remote Access Service 16 Service Overview The Mitel Monitoring and Remote Access Service utilizes state of the art Cloud Computing technology to provide the high availability and performance required for remote network monitoring and management. With a sophisticated yet simple architecture we are able to deliver high quality services that ensure the City of Renton has the best possible view of their network. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 310 of 411 Mitel Network Monitoring and Remote Access Service 17 Features & Benefits MarProbe™ MarProbe is the software used to maintain a secure connection to the Central Server using state-of-the art security. This software monitors devices and captures system logs, SNMP traps and other relevant performance information. Central Services – MarCentral™ Mitel’s Network Monitoring and Remote Access central server provides a secure, highly available and scalable information process and communications capabilities. It communicates with all the CPE probes and maintains a database of status and events in addition to providing a flexible reporting and query interface. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 311 of 411 Mitel Network Monitoring and Remote Access Service 18 Business Dashboard The Mitel Network Monitoring and Remote Access Service includes a dashboard summarizing your City of Renton install base. A map is displayed showing you the location and health of your locations. A summary of alarms, equipment status, device inventory and remote access options is also shown. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 312 of 411 Mitel Network Monitoring and Remote Access Service 19 Location specific account information is shown providing detailed hotel PBX information. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 313 of 411 Mitel Network Monitoring and Remote Access Service 20 Individual PBX/device information can be retrieved showing real-time license information, hardware specifications, bandwidth utilization, system memory, remote access, alarm dashboard, call flow and voice quality. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 314 of 411 Mitel Network Monitoring and Remote Access Service 21 Twelve months of voice quality information is stored within the monitoring service. The interactive graph shows call volume per hour and MOS score (voice quality) for specific time intervals. The graph flags any instances of poor voice quality further reducing the troubleshooting time. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 315 of 411 Mitel Network Monitoring and Remote Access Service 22 When a section of the graph is clicked the corresponding call detail records are shown. The voice quality table shows the following information (per individual call): originating CLID, date/time, min/max/avg. MOS score, IP source and destination, codec, round trip delay, jitter and packet loss. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 316 of 411 Mitel Network Monitoring and Remote Access Service 23 Mitel’s Network Monitoring and Remote Access Service offers a range of features to get you the most from your technology investment: Proactive Network Management 24/7 identification of network problems before they impact your bottom line. Minimize troubleshooting time necessary from problem to resolution period as issues are identified immediately. Detailed Reporting Monthly reports include up to date and easy to read voice quality graphs and performance history. Track patterns, capacity planning and load balancing to continually improve network performance. Customizable reports include key information such as root cause of the problem, where it happened, time it happened, and the time needed to fix it. Remote Access Hosted in the cloud; City of Renton IT staff can access critical information from wherever they are and whenever they need it (24 hours a day/ 7 days a week/ 365 days a year). High-grade Open SSL authentication and encryption. VoIP Resiliency Updated and easy to read Voice quality graphs. Jitter, Packet loss, Delay displayed. Trace the network route all calls go through and what happened at each stage. 24/ 7 Notifications Automatically dispatch messages to the right people at the right time; rest assure that when an alarm is triggered, the right people are notified immediately. Receive detailed alerts via email and SMS Reduce downtime by monitoring your network health 24/7 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 317 of 411 Mitel Network Monitoring and Remote Access Service 24 XML integration into existing trouble management systems Simple Deployment No hardware maintenance or requirements. No VPN or custom firewall changes required making the maintenance process much simpler and less time consuming. The software for Mitel’s Network Monitoring and Remote Access Service is very easy to administer and requires minimal training. The Mitel Network Monitoring and Remote Access Service can be up and running within minutes. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 318 of 411 Mitel Network Monitoring and Remote Access Service 25 Supported Systems Mitel PBX Platforms Mitel 3300 MXe, MX, CX, CXi (ALL VARIANTS) Mitel vMCD Mitel MiCD Mitel MCD Mitel 5000 Mitel MAS Applications (ALL) Data Networking (all vendors supported, comprehensive monitoring available for listed vendors) Cisco Adtran HP Foundry Networks 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 319 of 411 Mitel Network Monitoring and Remote Access Service 26 Pricing Mitel PN’s MLP/Month Description 12 Months 36 Months 60 Months 51100679 $35 3300/MCD/MiCD Monitoring $420.00 $1,071.00 $1,575.00 51100685 $20 3300/CX/CXi Monitoring $240.00 $612.00 $900.00 51100691 $8 Call Home Probe $96.00 $244.80 $360.00 51100697 $20 MSL/MAS Server monitoring $240.00 $612.00 $900.00 Optional MarProbe Hardware Appliance Mitel PN’s MLP Description 51100703 $300 MarProbe Appliance PC 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 320 of 411 Appendix B – Cambrai (Provisioning and Management) 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 321 of 411 Cambrai Solutions City of Renton RFP Response City of Renton RFP Response Contact Information Address: Cambrai Solutions Wesley Clover 390 March Rd. Kanata, K2K 0G7, Canada E-mail: sales@cambraisolutions.com Website: www.cambraisolutions.com Tel: +1 613 271 5984 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 322 of 411 City of Renton RFP Response Cambrai Solutions Contents 1 Introduction .......................................................................................................................................... 1 2 Purpose ................................................................................................................................................. 1 3 Core Module ......................................................................................................................................... 1 4 Multi-Tiered Administration ................................................................................................................. 2 5 Data Center Personnel Features ........................................................................................................... 2 5.1 Control of Hosted Sites ................................................................................................................. 2 5.2 User Creation ................................................................................................................................ 2 5.3 Direct Inward Dialling (DID/DDI) & Customer Emergency Services Identification (CESID) ........... 3 5.4 Administration of Dial Plans .......................................................................................................... 3 5.5 Service Definition and Bundling .................................................................................................... 3 5.6 Custom Branding ........................................................................................................................... 3 5.7 Billing and Licensing Information .................................................................................................. 3 5.8 Operations Profiles ....................................................................................................................... 4 6 Site Administration ............................................................................................................................... 4 6.1 User Management ........................................................................................................................ 4 6.2 DID & CESID Assignment ............................................................................................................... 4 6.3 Groups ........................................................................................................................................... 4 6.4 Hot Desk Phones ........................................................................................................................... 5 6.5 Twinning & Voicemail ................................................................................................................... 5 6.6 Profile Information ........................................................................................................................ 5 6.7 Key Templates ............................................................................................................................... 5 7 End User Control ................................................................................................................................... 5 7.1 Call History .................................................................................................................................... 6 7.2 User Directory ............................................................................................................................... 6 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 323 of 411 City of Renton RFP Response Cambrai Solutions 7.3 Programmable Keys ...................................................................................................................... 6 7.4 Personal Profile ............................................................................................................................. 6 8 Specifications ........................................................................................................................................ 6 9 RFP Specific Response ........................................................................................................................... 8 10 Appendix A – Requirements ........................................................................................................... 18 11 Appendix B – User Interface Images ............................................................................................... 19 12 Appendix C – License Prices ............................................................................................................ 24 13 Appendix D – Service Prices ............................................................................................................ 25 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 324 of 411 City of Renton RFP Response Cambrai Solutions 1 1 Introduction For public or private data center operators who want to offer Communications as a Service (CaaS) with Mitel Communications Directors (MICD, vMCD, 3300), Oria delivers cost savings by automating the provisioning process, simplifying management and providing end users with easy to use interfaces for self service and feature control. Oria is hosted centrally in the data center and provides configuration access to the Mitel Communications Director (MCD) instances through a web interface accessible with standard browsers. It facilitates easy service delivery by enabling site control through an intuitive interface while maintaining the global control over managing the aggregated MCD instances with the data center personnel. Flexible feature allocation enables data center personnel to create bundles that provide local site control over the hosted phone system. 2 Purpose The purpose of this document is to respond to the request for proposal (RFP) that was provided by the City of Renton for a managed telecommunications system. The information contained in this document will provide the necessary background for the Cambrai Oria component of the Mitel hosted voice solution. 3 Core Module Oria delivers important functionality to Communications as a Service by enabling cost effective delivery of hosted voice from a datacenter with MCDs. The application delivers value in four areas: 1. Provisioning: Data center personnel can effectively manage large numbers of MCDs (MCD, vMCD and MiCD) and provision customer sites and end users. 2. Management: Data center personnel are able to easily view the MCDs assigned to various sites and modify any required settings. Customizable role based profiles enable data center personnel to define the scope and span of features their users can access. 3. Self Service: Site users can access their instance of an MCD for creating, modifying and deleting users. Site users are able to easily access and modify frequently used features such as call groups and profiles. The core module of Oria delivers data center personnel simplified management of large MCD deployments. Through a hierarchy of customizable role based profiles, the data center personnel can define the features that users are able to access and ensure that they are presented with an intuitive interface for MCD controls. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 325 of 411 City of Renton RFP Response Cambrai Solutions 2 4 Multi-Tiered Administration Oria enables the creation of customized Operations Profiles for access to data center management features. The profiles ensure users have access to the features required for their role in the organization. Data Center Personnel: Enables management and control of sites and end users. Multiple profiles defining scope and span can be created, providing access to the required features. Enterprise Users: Through bundles, users are provided control over phone and Oria features. Site Administrators have control over the enterprise users, hot desk phones and call groups while End Users are provided access to productivity improving features of their handsets through an intuitive interface. 5 Data Center Personnel Features The core module features are designed to provide flexible management so that data centers can create their own service definitions and efficiently deliver hosted voice. 5.1 Control of Hosted Sites Control of hosted voice in a multi-site deployment of MCDs is centralised to a single view from which the data center personnel are able to create and manage existing sites. Critical site information is displayed so that a service representative can effectively provision new sites and support existing ones. In new deployments this enables the assignment of MCD instances and allocation of a bundle cap for the site. 5.2 User Creation Data center personnel are able to access and modify a site’s users on their behalf. This allows for initial creation of users and their association with a bundle during initial site provisioning and it is also is useful for delivering support. Through the group import feature, an Excel spreadsheet can be exported for a site that is preconfigured with the available bundles and required details. Each bundle type is on a separate tab in the spreadsheet with the required details for that particular bundle e.g. first name, last name, extension, voicemail passcode. This sheet could either be populated by a data center user or it could be sent to the site being provisioned for completion. Once all of users’ information is entered in the necessary fields then the spreadsheet can be uploaded through the Oria and all of the users will be bulk provisioned on the MCD instance. This operation improves efficiency when provisioning a large number of users for a single site. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 326 of 411 City of Renton RFP Response Cambrai Solutions 3 5.3 Direct Inward Dialling (DID/DDI) & Customer Emergency Services Identification (CESID) DID/DDI management enables site users to have control over number assignment to end users. Through Oria, data center personnel can register DID/DDIs to a MCD so they are available for assignment to end users by the site administrator. Customer Emergency Services Identification (CESID) numbers are registered so sites can select the location of their users in a multi-site deployment and have the correct CESID assigned. Data center personnel are able to register unique CESID numbers for each required location. 5.4 Administration of Dial Plans When users are created through Oria they are assigned a dial plan that limits their access to long distance trunking. This enables the sites to decide the level of access to long distance they want to provide each end user. 5.5 Service Definition and Bundling Service bundles can be created that use the MCD classes of service to define users’ access to phone and Oria features. Caps are assigned by the data center personnel that limit the number and types of bundles allocated to the site. Administrators at the sites are then able to select from the available bundles during the user creation process. 5.6 Custom Branding Branding information and images can be registered in Oria so that sites see customized logo, banner advertisements and colours in the user interface. Multiple brands (ex. City of Renton Utilities, City of Renton Water, City of Renton Traffic, etc.) can be created and are assigned on a per site basis. This enables the data center personnel to modify the banner advertisements to target particular groups. 5.7 Billing and Licensing Information Through Oria it is possible to check on current license capacity for each individual MCD registered. All of the information on used and available voicemail, users and EHDU licenses for the MCD instance are displayed so that the data center user can determine when new user licences should be added to the MCD instance. If a customer is nearing the capacity for the number of bundles or licenses assigned then the data center personnel are able to add new licenses to ensure that the site always has the resources to increase their consumption. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 327 of 411 City of Renton RFP Response Cambrai Solutions 4 When users are created at the site level, the billing information is updated on the number of users and the type of bundle that was assigned. This information on bundle usage is available for viewing directly through Oria or it can be exported in .xml format for importing into a billing application by data center personnel. 5.8 Operations Profiles Data center personnel are able to create Operations Profiles that will limit the access of an assigned user to the selected management feature set. The data center personnel can customize the scope and span of what each profile is able to access. A typical deployment scenario would see profiles reflecting various functional organizations such as Sales and Marketing, Customer Support and System Administrators. 6 Site Administration Site users are created as either administrators or end users. The administrators are enabled with access and control of all users at the site, providing the ability to self-service for creation, deletion and editing. Site control and bundling provides end users with access to the operations they require. This enables efficient use of licenses and provides end users with access to modify their features and profile information through standard web browsers. 6.1 User Management User management features provide control and configuration for adding, modifying and removing users. This feature will allow sites to setup new employees with their phone features and Oria account. When a user is added, their personal login information is registered then bundle, DID (optional), device, caller ID and extension are assigned. The user’s information can be edited by the site administrator or through self-service by the end user. 6.2 DID & CESID Assignment The site administrator can edit their users, reassigning DIDs and CESIDs. New DIDs and CESIDs are first registered by the data center personnel, but once allocated they are controlled by the site administrator and assigned to users based on requirements and location. 6.3 Groups Hunt, pickup and ring groups are created and then members can be assigned through Oria. This provides control to the site administrator and end users to setup departmental and functional call groups as 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 328 of 411 City of Renton RFP Response Cambrai Solutions 5 required. Options for a group can be configured through the portal including the order of members dialled, voicemail accounts for a group or terminal vs. circular options for hunt groups. 6.4 Hot Desk Phones Hot Desk phones are created and available for hot desk users to login but are otherwise only available for receiving calls and emergency dialling. A site will typically use these phones when they have a large mobile work force that share desk resources. Site administrators are given control to setup the hot desk phones and hot desk users. 6.5 Twinning & Voicemail Twinning enables end users to set a secondary number to ring simultaneously with their primary number. If included in an end user’s bundle, this feature is available for programming, disabling and enabling. Voicemail is a bundled feature that once assigned to a user is available for programming within Oria. A user is able to set their Email address, reset their password and activate voicemail to Email settings so that new voicemails will be sent to their Email inboxes as a .wav file. 6.6 Profile Information Users can access their personal profile information for operations such as editing phone passwords, email addresses, language settings, Oria passwords and any of the information unique to their service. This provides added control and flexibility to the way users access their phone features. 6.7 Key Templates Key templates can be created and assigned to phone users. A key template will set the initial configurations of the phone buttons for a user so that phone buttons are initially associated to particular features. A user is able to modify this configuration after it is assigned. The data center personnel are able to create new templates and assign them during customer creation. These templates along with any created by the customer are then available for assignment to new users. 7 End User Control The end users are able to access the powerful features of their phones through an intuitive user interface in their web browser. This allows them to quickly and efficiently access contact information on co-workers or set the destination where people reach them. An end user’s access to features is 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 329 of 411 City of Renton RFP Response Cambrai Solutions 6 determined by the bundle that they are assigned. This functionality would be complementary to that provided to the user by other Mitel products. Settings updated in one application would be propagated to the others. 7.1 Call History Call history provides users with access to information on the called, incoming and missed phone calls to their desk phones. The user interface displays this information in the user’s homepage and through a call history view that provides more extensive details for phone records. Each phone record will provide information on the calling and called party, duration of the call and timestamp. 7.2 User Directory The company user directory is available for end users to view the contact details for all of the other users in their company. Users can search for contacts from the homepage or they are able to go to the user directory page to view all of the users. They can view contact details including extension number and Email address. 7.3 Programmable Keys End users can personalize their phones by assigning frequently used features to phone keys. This enables end users with an easy way to discover the powerful features of their phones and then associate them to buttons on their phone sets. 7.4 Personal Profile Users can access their personal profile information for operations such as editing phone passwords, email addresses, language settings, Oria passwords and any of the information unique to their service. This provides added control and flexibility to the way users access their phone features. 8 Specifications Oria is installed on a separate server or virtual machine in the data center with access to the MCD instances through the data center’s local area network. When users manipulate settings, the portal will propagate changes to the MCD instances. Oria Server: The server hosting Oria must be able to reach the MCD instances. It requires a minimum quad core processor, 6GB of RAM and 10GB of free disc space. Oria is supported in a hardware or virtual environment. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 330 of 411 City of Renton RFP Response Cambrai Solutions 7 Web Browser: The following browsers are supported for access to Oria: Microsoft Internet Explorer 7, 8 Mozilla Firefox 3.5+ 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 331 of 411 City of Renton RFP Response Cambrai Solutions 8 9 RFP Specific Response Those areas of the RFP that detail specific requirements relating the capabilities of Oria are addressed in the following sections. Sections are referenced the same as those in the RFP document. RFP – Section I A. Overall System Design Customer provisioning and user management will be done through Oria and hosted in a single data center. There is no current resilient option available from Cambrai although a cold standby server could be provisioned in a 2nd data centre. RFP – Section I C. Component Information The Cambrai Oria is hosted on a server or virtual machine in the data center. The server must meet the following requirements. Table 1: Component Information Detail Requirement Manufacturer Not Applicable – Multiple Platforms Supported Model Number Not Applicable – Multiple Platforms Supported Operating System Red Hat Linux 5.0+ or CentOS 5.5+ Application Software Name Cambrai Oria Version 1.6 Processor Type and Manufacturer Minimum Quad-Core, 6GB RAM Capacities and Incremental Growth Methodology Specifications support estimated load of 25,000 users. Additional capacity can be added as required. Resiliency/Redundancy Characteristics No current resilient option. Functions and Features Provided See relevant sections of document RFP – Section I D. Hardware Maps & Topology 1. Purchaser is responsible for providing required hardware while the vendor will provide software and licenses. Figure 1 and Figure 2 detail information to be provided by the purchaser during the 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 332 of 411 City of Renton RFP Response Cambrai Solutions 9 trial and production deployments. Oria is installed so that it can reach the IP addresses of all the MCD instances which will be configured and provisioned by Oria. Figure 1: Pre Trial Checklist Pre Installation Check List Oria Server Comments Server with Necessary Specifications is Available Database and Application Server to have Internet Access Red Hat Linux 5.5+ or CentOS 5.0+ Installed on Server VPN Access Provided MCD Trial Instances Primary MCD Instance Addresses Provided Primary MCD Instance Credentials Provided Secondary MCD Instance Addresses Provided Secondary MCD Instance Credentials Provided Necessary Licenses Applied to Instances for Testing MBG Instances MBG Instance Addresses Provided Optional for Trial MBG Access Credentials Provided Optional for Trial MICD Server MICD Address Provided MICD Credentials Provided Media Server Address Provided Media Server Credentials Provided Phone Information Phone Types for Trial Provided Documentation Signed Trial Agreement Provided This details the operations that should be completed prior to installation of the Cambrai Oria 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 333 of 411 City of Renton RFP Response Cambrai Solutions 10 Figure 2: Pre Commercial Deployment Checklist The configuration of the network will depend on the requirements of the purchaser. Although others are support, a high level overview of a typical layout is provided in Figure 3. Pre Commercial Deployment Checklist Networking Comments External IP Address for Server Firewalls Configured to accept traffic over port 80 and 443 Process Backup Procedure Implemented Recovery Plan Established and Tested Security SSL Certificate Purchased and Implemented Security Review Completed This details the operations that should be completed during deployment of Oria to a commercial environment. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 334 of 411 City of Renton RFP Response Cambrai Solutions 11 Figure 3: Network Topology RFP – Section I E. System Upgrades During software upgrades it is expected that the purchaser will trial the latest release of the vendor software prior to the integrating into their production environment. The recommended upgrade process for Oria involves upgrading the purchaser’s trial environment and then gradual migration of sites in the production environment to the latest version of the software. RFP – Section I G. Software Licenses Cambrai Oria requires user licenses for each licensed extension provisioned through the application. This simplifies the accounting for licenses as each end point licensed on the MCD system will also require an Oria license. In an OpEx licensing model, the Oria licenses will be accounted for in the same structure as the MCD user licenses. See Appendix C – License Prices for additional information. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 335 of 411 City of Renton RFP Response Cambrai Solutions 12 RFP – Section II A. Implementation Plan The implementation plan for initial deployment of the solution will follow the same structure as deployment, trial and commercial rollout of the Mitel CaaS solution. A typical implementation process will follow the trial procedure detailed in Table 2. Post trial, the solution will be integrated into the purchaser’s production environment. Table 2: Implementation Overview Activity Days Available Responsibilities Description Set Success Criteria/Schedule 1 Purchaser/Cambrai Completed jointly with Cambrai and the purchaser, this ensures that there is a shared understanding of the purchaser’s expectations and that there is timeline for having the trial completed. Setup Site 5 Purchaser This stage is completed by the purchaser, where they setup the site with the necessary servers, access and have trial MCD instances available. Inspection 1 Cambrai To ensure an efficient start up process Cambrai will check the access and configuration to ensure that everything is available for an effective trial. Installation/Testing 1 Cambrai Cambrai will remotely access and install the application on the provided server then test against the MCD instances provided for the trial. Training 3 Cambrai/Purchaser Cambrai will provide training to the purchaser sales and technical users on how to maximise benefits available from the application. Trialing 45 Cambrai/Purchaser During the trial phase, the purchaser has the opportunity to test and experience all of the application benefits. Cambrai will meet with the purchaser weekly to demonstrate the operations available in the application and demonstrate the items discussed in the trial success criteria. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 336 of 411 City of Renton RFP Response Cambrai Solutions 13 Trial Acceptance & Review 1 Cambrai/Purchaser At the end of the trial period Cambrai and the purchaser will review the trial to ensure that it has been successful and the purchaser is ready to move to a production rollout. RFP - Section II B. Purchaser Infrastructure Requirements All infrastructure required for the solution will be hosted in the purchaser’s data center as part of the CaaS solution. End users of the application will interface with the application through a standard web browser. For more information on the hardware and software required in the purchaser’s data center see Table 1. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 337 of 411 City of Renton RFP Response Cambrai Solutions 14 RFP - Section II C. System Security Security is dependent on the purchaser configuring their network to ensure that the web application is secure from external unauthorized access. In addition, Oria supports several methods that ensure secure communication between end users and the Oria application. Digital Certificate: Purchaser can input a X.509 certificate into the Oria application server. They then expose the Secure Socket Layer (SSL) port of the application server through the network firewall. White List IP Addresses: Purchaser can control the IP and MAC addresses that are able to access the application. This can be controlled independently for the data center and site level of the application so that access to sensitive operations can be limited to particular locations. It is recommended that the purchaser provide VPN access to Cambrai for the Oria application server for the purposes of installation and maintenance. RFP – Section II E. Warranty As a component of the overall voice solution Cambrai offers software warranties and SLA terms aligned with those of the MCD. For further SLA information see MiCD and MCD information. RFP – Section II G. Training Training on the solution is recommended for all data center technical and support users who will be interacting with Oria regularly. Cambrai offers three different training programs as described in the sections below. For end users, the application includes detailed descriptions as to how to perform various operations limiting requirements for additional training. Oria Sales Training The Oria Sales Training course is designed to help business users understand how to use the product to design bundles. Upon completion of this course, the student will be able to: Understand the benefits that Oria offers Understand how to design service packages Gather customer site information required to properly setup voice service for a customer Create corporate or customized branding Know how to communicate with a technical team to ensure that a site is setup correctly Create sites using Oria Oria Installation & Maintenance – Part I 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 338 of 411 City of Renton RFP Response Cambrai Solutions 15 The Oria Installation & Maintenance – Part I training course is designed to help technical users understand how to configure the MCD or vMCD instances and then setup Oria for initial use. This course presents technical users with the workflows associated with setting up the system and how to troubleshoot any problems that may occur during regular use. Upon completion of this course, the student will be able to: Understand how to create the default database Communicate with sales when creating initial database and customizations How to apply a default database to new MCD instances Understand the features available in Oria for initial setup Understand the workflows associated with setting up service for the first time Setup desktop devices for sites Oria Installation & Maintenance – Part II The Oria Installation & Maintenance – Part II training course is designed to help support and administration users to understand how to use the product to manage any support issues. Upon completion of this course, the student will be able to: Interpret customer site information required to properly setup voice services for a site Create corporate or customized branding Create sites using Oria Understand all support features and functions available Effectively support a site with service requests or basic issues Manage billing and SMDR records for invoicing Communicate with sales when dealing with initial setup and customizations Troubleshoot errors that may occur during regular use RFP - Section II H. System Administration and Maintenance Ongoing system administration and management by City of Renton personnel will be performed through the Cambrai Oria. Site administrators will be created for each of the locations who will be provided with access to perform all operations associated with moves, adds and changes. Oria is an intuitive and easy to use application that requires limited technical training and enables self-service for the most frequently performed operations such as: Add/delete telephones & telephone users Add/delete/modify Class of Service/Class of Restrictions to extensions (bundles) Add/delete/modify System and station speed dial numbers Add/delete/modify voice mailboxes, menus, auto-attendant functions; including resetting of voice mailboxes, password administration, distribution list administration, etc. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 339 of 411 City of Renton RFP Response Cambrai Solutions 16 1. Oria enables several levels of system administration. Data center users can be created with Operations Profiles that will provide access to the overall system configuration for creating new sites, customized bundles and editing any users created through Oria. Users at the site level are provided bundles which will define the user’s access to phone and Oria features. In a typical deployment there are three levels of users. a. Data Center: Provided with access to operations associated with overall system administration. This includes access to all of the sites created through Oria. b. Site Administrators: These users at the site level are provided with administrative control to access users accounts, reset passwords, change users’ bundles and create new end users. c. End Users: At the site level the Bundles assigned to these users define the phone and Oria features they are able to access. The features available are targeted at improving their access to information and phone configurations including a company directory and ability to forward voicemail to Email. 2. Through Oria, administrators and users are able to access accounts and modify personal information and phone configurations. Each user has a CESID assigned based on their location. This can be modified by a site administrator if the user changes location. 3. All access to Oria is through a standard web browser. Cambrai actively supports both Internet Explorer and Mozilla Firefox. 4. Oria is the single point of access for site and user provisioning in a CaaS deployment of MCDs. Significant customization of the individual instances is still performed through the ESM but Oria is the single point of access for support, site administrators and end users. 5. Training as described above is required for data center personnel. Text descriptions for each of the operations that can be performed are provided in the application so that limited training is required for site administrators and end users. RFP - Section II K. Catastrophic Failure Cambrai will work with the purchaser to develop a backup and recovery plan so that in the event of failure, customer provisioning and self-service is recovered in a timely manner. RFP – Section III J. Single Number Reach Through Oria, end users can be provided with the ability to program their twinning settings so that they can set a secondary number to ring simultaneously with their office phone number. This provides the ability for a user to self-service when associating a secondary answer point with their primary work number. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 340 of 411 City of Renton RFP Response Cambrai Solutions 17 RFP – Section III K. E911 Compliance The site administrator can assign CESIDs to their users based on the user`s location. New CESIDs are first registered by the data center personnel, but once allocated they are controlled by the site administrator and assigned to users based on the location of the user. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 341 of 411 City of Renton RFP Response Cambrai Solutions 18 10 Appendix A – Requirements Oria is hosted from the data center. It can be installed on a hardware or virtual server meeting the following requirements. Datacenter Environment Requirement Firewall Enable Communications over Ports 8080 and 8443 Portal Server Minimum Quad-Core, 6GB RAM, 10GB Storage Software Application Server JBoss Application Server 5.1 Operating System Red Hat Linux 5.0+ or CentOS 5.5+ Database PostreSQL 8.4 Web Browser Mozilla Firefox 3.5+, Microsoft Internet Explorer 7,8 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 342 of 411 City of Renton RFP Response Cambrai Solutions 19 Table 3: Oria Requirements 11 Appendix B – User Interface Images Figure 4: Data Center - MCD Resources Page 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 343 of 411 City of Renton RFP Response Cambrai Solutions 20 Figure 5: Data Center - Users Page 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 344 of 411 City of Renton RFP Response Cambrai Solutions 21 Figure 6: Site - Users Page 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 345 of 411 City of Renton RFP Response Cambrai Solutions 22 Figure 7: Site - Call Groups 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 346 of 411 City of Renton RFP Response Cambrai Solutions 23 Figure 8: End User – Homepage 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 347 of 411 City of Renton RFP Response Cambrai Solutions 24 Figure 9: End User - User Directory 12 Appendix C – License Prices License prices listed below are for all licenses purchased before, during and after the system Cutover. Licenses Part Numbers Unit MLP USD Price to Dealer Price to Mitel Cambrai Oria End User License (Monthly)2120001 Single 0.60$ 0.45$ 0.36$ 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 348 of 411 City of Renton RFP Response Cambrai Solutions 25 13 Appendix D – Service Prices The price for services listed below are for the anticipated costs for the initial deployment. The per unit costs can be applied to any estimates for work performed after Cutover. Large System Part Numbers Unit Quantity Per Unit Total Per Unit Total Per Unit Total Training Remote - Service Provider Sales Training 1030011 Attendee 6 266.67$ 1,600.00$ 200.00$ 1,200.00$ 160.00$ 960.00$ Remote - Installation & Maintenance Part 1 1030012 Attendee 6 266.67$ 1,600.00$ 200.00$ 1,200.00$ 160.00$ 960.00$ Remote - Installation & Maintenance Part 2 1030013 Attendee 6 266.67$ 1,600.00$ 200.00$ 1,200.00$ 160.00$ 960.00$ Installation Installation 1030020 Day 2 1,333.33$ 2,666.67$ 1,000.00$ 2,000.00$ 800.00$ 1,600.00$ Configuration 1030021 Day 3 1,333.33$ 4,000.00$ 1,000.00$ 3,000.00$ 800.00$ 2,400.00$ Testing 1030022 Day 2 1,333.33$ 2,666.67$ 1,000.00$ 2,000.00$ 800.00$ 1,600.00$ Consultation Consultation 1030030 Day 10 1,333.33$ 13,333.33$ 1,000.00$ 10,000.00$ 800.00$ 8,000.00$ Total 27,466.67$ Total 20,600.00$ Total 16,480.00$ MLP (USD)Dealer (USD)Mitel (USD) 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 349 of 411 Appendix C – Teldio (Two Way Radio Integration) 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 350 of 411 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 351 of 411 Table of Contents 1.0 Business History and Description ........................................................................................................... 3 2.0 Product and Service Description............................................................................................................. 3 3.0 Qualifications .......................................................................................................................................... 4 Certified Motorola Applications Provider ........................................................................................................ 4 4.0 Implemented solutions ............................................................................................................................ 5 Reference Customers .................................................................................................................................... 5 Valued Customers .......................................................................................................................................... 5 1.0 Problem Overview .................................................................................................................................. 6 2.0 Proposed Solution .................................................................................................................................. 6 3.0 Solution Configuration ............................................................................................................................ 7 System Architecture ....................................................................................................................................... 7 - RBX to Telephony ...................................................................................................................................... 7 - RBX to MOTOTRBO Network .................................................................................................................... 7 - ACS to Alarm Network ............................................................................................................................... 7 - ACS to MOTOTRBO Network .................................................................................................................... 7 4.0 Statement of Work .................................................................................................................................. 8 Teldio Deliverables ......................................................................................................................................... 8 - Administrative Requirements ..................................................................................................................... 8 Pricing ............................................................................................................................................................ 8 Additional Part Requirements ......................................................................................................................... 8 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 352 of 411 Security •Secured Private Assets •Enhanced Asset Management Situational Awareness •Increased Response Times •Location Consciousness Cost Reduction •Low Infrastructure Costs •No Recurring Fees Safety •Increased Worker Safety •Employee Alertness About Teldio Business History and Description Founded in early 2008, Teldio has grown to become an innovative and agile company committed to delivering value-added two-way radio solutions to enterprise customers. The solutions provided by Teldio are focused on cost-savings, worker efficiency, and worker safety and are held to strict standards of business sustainability and profitability. Product and Service Description Teldio offers five applications designed to increase safety, security and situational awareness; all while reducing costs and increasing operational efficiencies. The following is a short description of Teldio’s product portfolio. Unified Communication Solution Digital radios can now communicate seamlessly with phones while having most functionality found on a cellular device. RBX +Plus leverages existing radio and telephony infrastructure in a whole new way by giving customers the ability to truly control their mobile communications coverage area while reducing mobile communications costs without sacrificing functionality. Radio to Radio Recording The Teldio recording solution allows network administrators to record, log and playback any group call on MOTOTRBO Two-way Radio Networks. This solution allows users to record both Radio-to Radio and Phone-to-Radio conversations. The solution can be deployed in all MOTOTRBO configurations. Intelligent Alarm Notification ACS is a software application that automatically dispatches safety and business critical alarms to MOTOTRBO digital radios and other mobile devices. If an alarm is raised ACS will immediately identify the available employee responsible and escalate the alarm until it’s acknowledged, resolved and closed. This 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 353 of 411 intelligent alarm management software dispatches notifications to the right person, at the right time, in the right manner. Centralized Lone Worker This software application automatically sends messages and monitors responses from digital radio and mobile phone users. Centralized Lone Worker intermittently sends ‘alive check’ messages to employees. If an employee fails to respond to the 'alive check' request within the allocated time frame an emergenc y alarm is immediately raised to supervisors and support teams Bluetooth Indoor Positioning Indoor Positioning Solution allows organizations to locate and track employees and assets using any Bluetooth device including MOTOTRBO radios equipped with a Blue tooth Adapter. IPS provides real-time location data of radio and mobile phone users using strategically placed Bluetooth beacons. It can be used in conjunction with ACS to trigger an alarm notification if a worker or asset enters or leaves certain predefined zones, or with CLW to provide location data of a worker in distress signalled by a panic alarm or non-response to an ‘alive check’ Qualifications Certified Motorola Applications Provider Teldio has partnered with Motorola to develop their newest professional digital two-way radio product line, the MOTOTRBO. Working closely with Motorola’s sales and development teams has allowed Teldio to produce rugged solutions enhancing the power of the MOTOTRBO digital two-way radio. From the very first day, Teldio’s solutions were designed & developed to work seamlessly with the MOTOTRBO platform. The result- a more powerful radio that leverages the built-in features that are unique to this two-way radio. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 354 of 411 Implemented solutions Reference Customers Over that last three years Teldio has had the opportunity to work with many customers in many vertical markets, including Local Government. Valued Customers Since the company’s beginnings, Teldio has successfully implemented and continues to provide technical support, professional services and consultation for the many organizations. Below provides a snapshot of companies in various industries for which Teldio’s solution has greatly impacted their operations. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 355 of 411 Project Proposal 1.0 Problem Overview Cost overruns on cellular phone bills Lack of cellular coverage in key areas of operation (basement location, parks) Two-way radio network cannot communicate with other devices on the corporate telephone network Multiple devices are being used to complete different tasks with no verification or accountability Requests from senior managers often take longer than necessary to complete due to disparate devices in the network Security and safety alarms are not distributed to employees in a timely manne r (less than 30 seconds) Managers have no key data on service levels within the City Proposed Solution Unified Communication Solution Digital radios can now communicate seamlessly with phones while having most functionality found on a cellular device. RBX +Plus leverages existing radio and telephony infrastructure in a whole new way by giving customers the ability to truly control their mobile communications coverage area while reducing mobile communications costs without sacrificing functionality. Intelligent Alarm Notification & Work Order Management ACS is a software application that automatically dispatches safety and business critical alarms to MOTOTRBO digital radios and other mobile devices. If an alarm is raised ACS will immediately identify th e available employee responsible and escalate the alarm until it’s acknowledged, resolved and closed. This intelligent alarm management software dispatches notifications to the right person, at the right time, in the right manner. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 356 of 411 Solution Configuration System Architecture RBX to Telephony Teldio’s RBX Server must reside on the same network as the City’s PBX. The RBX will be connected to the PBX over the customers LAN via SIP Trunks. RBX to MOTOTRBO Network The Teldio server will interface with the MOTOTRBO radio network via MOTOTRBO mobile radios through a physical connection (custom Teldio cable). The MOTOTRBO mobile radio must be within coverage range of the MOTOTRBO network. ACS to Alarm Network The ACS interfaces with the City’s multiple alarm system and alarm panels. This interfacing can take place through a number of different mediums (SMTP, RS232, etc.). Alarms & work tickets can also be manually generated from a thin client that can be installed on a ny Microsoft Windows based machine. ACS to MOTOTRBO Network The ACS server will interface with the MOTOTRBO radio network via MOTOTRBO mobile radios through a physical connection (custom Teldio cable). The MOTOTRBO mobile radio must be within coverage ran ge of the MOTOTRBO network. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 357 of 411 Statement of Work Teldio Deliverables Teldio assumes responsibility to deliver the following ‐ All Hardware and Software components listed in the Pricing section Administrative Requirements ‐ Before the Teldio solution can be implemented a Teldio EULA Agreement must be signed and returned to Teldio. Pricing Teldio extends the following monthly pricing to the City of Renton (see below) over a 3-year contract. The pricing includes all Teldio Hardware (servers, sound cards, custom cables) and Software Licensing (platform, users, dispatch media) at four price points. Please note that this pricing does not include radio hardware or telephony hardware & software licensing. Additional Part Requirements Below is a list of required parts needed to enable Teldio applications. Please note that Teldio does not provide 3rd party hardware and software. Each City of Renton location will need to source radio equipment (if needed) from a local Motorola Radio Dealership. 5 Users 10 Users 25 Users 50 Users RBX +Plus 267$ 305$ 418$ 607$ ACS +Plus 400$ 528$ 560$ 721$ 5 Users 10 Users 25 Users 50 Users RBX +Plus 5 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 1 SIP Trunk 10 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 1 SIP Trunk 25 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 1 SIP Trunk 50 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 1 SIP Trunk ACS +Plus 5 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 10 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 25 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 50 MOTOTRBO Portables 1 MOTOTRBO Mobile 1 Digital Time Slot 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 358 of 411 Appendix D – Benbria (Intelligent Notification) 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 359 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com BENBRIA CORP Confidential Benbria BlazeCast proposal Page | 2 BlazeCast™ for Safe Facilities Solution Proposal Benbria – City of Renton CONFIDENTIAL / PROPRIETARY NOTICE: This document and the information disclosed herein are proprietary data of Benbria Corporation. Neither this document nor the information it contains shall be used, reproduced, or disclosed to others without the prior written authorization of Benbria Corporation. © 2011 Benbria Corporation. All rights reserved 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 360 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 3 Introduction Building a safe environment for your community requires prompt and meaningful communication on important issues and situations. Long gone are the days of ‘best effort’ preparedness; organizations like yours must have organized action and communication plans in place – and tools available to facilitate those plans – in preparation for situations that are business or safety affecting. As an example, Benbria’s customers are prepared for: Evacuation notice (fires, gas/water leak, spills, emergency building maintenance...) Hostile intruders Severe weather situations (tornado, hurricane, snowstorm…) Bomb threats or similar Missing persons And others… Building a productive environment for your business requires an informed community, one that does not rely on newsletters sent home or happenstance emails for upcoming events. Communication can be proactive, meaningful, personalized, efficient, and most importantly – aligning with how your community wishes to receive the message. The BlazeCast solution enables two-way communication to the City of Renton to the individual (by phone, e-mail, SMS text message, personal computer) or to the device (via paging speaker/system, display boards, kiosks, digital signage, land-mobile radio, networked computer, IP phone, and more). Key messages are delivered and feedback received in real-time and with an audit trail. This means that your safety team can confirm that a message concerning a change in patrol, or heightened security level, or missing person has been received and acted upon, ensuring their staff are involved with the plan. Additionally, for information that requires confirmation like a change in policy, BlazeCast provides a record of the City of Renton staff confirming they have received the information, saving staff time since the management does not need to follow up with team members individually. When inclement weather requires that a facility be closed early, all staff must be contacted whether on-site or en-route to provide alternative arrangements and a clear audit trail is required confirming that each staff member received the notification. When a building closure is required, BlazeCast reduces response times and improves communications. Safety teams face shrinking budgets and increased safety concerns. It is more important than ever to find communication solutions that improve sharing of critical information between administration, staff, guests, and the greater community, while lowering administrative burden. Benbria provides next-generation unified notification solutions using multiple communication mediums, and integrates with IP-PBXs and existing network infrastructure, while at the same time being able to reach outside the internal network to reach people wherever they may be. This provides maximum communications coverage during emergencies as well as being cost - effective for daily use. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 361 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 4 This proposal for the Benbria BlazeCast system is for providing cross-media notifications to the staff and area within your facilities at City of Renton. Through the options of voice, SMS text, and email notifications for your staff in emergency and day to day situations and PC desktop alerts, paging, signage, and other means for your staff and everyone else. The proposal is based on phone and email correspondence between Benbria, Mitel, and the City of Renton. Based on these discussions we have prepared your proposal, and if Training, Installation Services and or ongoing Support are not listed please contact Ronald Richardson, VP Sales at either rrichardson@benbria.com or by phone at +1.613.271.5970 x1102. The proposed Benbria BlazeCasti solution is configured for the following City of Renton average building counts: Mitel & Benbria have prepared three packages, each that include the following over a 3-year contract: Package Contents: City of Renton-150 City of Renton-300 City of Renton-600 BlazeCast Starter Bundle 1 1 1 BlazeCast Seat, Phone Voice 160 320 630 BlazeCast Seat, Phone HTML 150 300 600 BlazeCast Seat, Email Address 90 180 360 BlazeCast Seat, SMS Number 90 180 360 BlazeCast Seat, Desktop Client 20 30 60 BlazeCast Seat, Paging Device 2 4 7 BlazeCast Port, Conference 6 6 6 BlazeCast Port, Audio 9 18 36 BlazeCast Engine, Auto CSV Import 1 1 1 BlazeCast Engine, Text To Speech 1 1 1 BlazeCast Mobile Browser Interface 1 1 1 BlazeCast Advanced Permissioning, Roles 2 2 2 SMS Keyword&Msg Bndl, Starter, 3k msgs, 1a 1 1 1 SMS Overage Charge (Starter Bundle) 0 0 0 Benbria Direct S/W Support, Silver Ongoing Ongoing Ongoing Remote Configuration Support, Day, Tech L1 3 3 3 Benbria Training Course, End User 2 2 2 Benbria Project Management, Day 2 2 2 * Required Mitel SIP Trunks 9 18 36 * Required Mitel HTML Licenses 150 300 600 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 362 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 5 How it works The BlazeCast platform allows for any user at the City of Renton to communicate effectively based on a planned or unexpected event. This flow is captured in the figure below: Figure 10 BlazeCast: How it works... Shown in Figure 10 and starting with the event itself, the flow is triggered as follows: 1. Define the ‘what’ (the content of the message), the ‘who’ (the audience for the message), and several options before launching the notification. BlazeCast enables the City of Renton users to launch notification through web browser (a fully-featured, standard interface available with the platform), through an interface specific to mobile devices (one tailored to be lightweight, fast to load, and built for the screens of BlackBerry, PALM, iPhone, Win Mobile, and other devices), through a phone-in interface (to trigger planned broadcasts or identify groups by digit-code), through API (for automated interaction), or even through planned schedule (one-time or repeating events like bells, closing announcements, or other). 2. BlazeCast communicates that across a wealth of media – can be grown and adapted as needs of the City of Renton change. 3. Users and devices confirm receipt, and interact with BlazeCast. All interactions are recorded. 4. BlazeCast makes that information known back to the organization, thus enabling fast and informed decisions. The exact what and who of any BlazeCast communication depend on you (the City of Renton’s audience, the City of Renton’s circumstance). Although the why behind each customer notification varies wildly across the Benbria customer base, BlazeCast remains a proven, highly-scalable, and reliable communication platform. Several key features are discussed in the next section. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 363 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 6 Figure 11 Example Desktop Alerts with locking and acknowledgement Figure 12 Example signage at <<cust_name_short>>. Key Features Screen Alert and Acknowledgement PC Desktop Alert provides a fast and reliable way to reach any individual within eyesight of a screen at any facility by sending captive, full screen electronic message pop-ups to network connected computers. Benbria PC Desktop Alert serves as a reliable emergency communications channel when conventional methods of email, cell phones, and landline phones are less prompt or reliable due to throughput, technical or ‘contact ability’ issues. Emails may often be blocked by spam filters; wired and wireless networks may be jammed with high volumes during a crisis; campus web pages and other relevant web sites may also become un-viewable during high traffic volume; and individuals may miss email or phone calls due to their busy schedules. Given these drawbacks, Benbria PC Desktop Alert would allow City of Renton to enhance their emergency notification strategy by reaching PCs and other screens in foyers, offices, guest or meeting rooms, kitchens, warehouse space, and other confined areas where cell screens are present (and where phone usage is sometimes not possible). Enhanced features include the ability to captivate the user’s attention by locking screens, disable mouse and keyboard, and push pertinent information and instructions to those displays. In addition, BlazeCast allows administrators to request message acknowledgement directly from the pop-up screen, enabling administrators to verify which devices have confirmed receipt of the message in real-time. Paging Throughout the Facility BlazeCast, as an integrated Paging and Notification system, is capable of being deployed across the environment at the City of Renton to become a single and unified point of activation for all audible messages across all sites. This “paging controller” functionality is included within the standard BlazeCast notification offering, and can tie together the following types of paging devices into a single, unified paging (and notification) system: IP paging speakers (one-way or talk-back) IP or other phones that support audio alerts Analog phones and devices (that support auto-answer speakerphone, Viking 1600 as example) Outdoor loudspeakers (analog or SIP) Isolated analog paging systems (not tied to PBX) Integrated analog paging systems (dialed via PBX) At the City of Renton, BlazeCast can be used to tie-together today’s existing paging means into the BlazeCast solution. Figure 13 below captures this concept: 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 364 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 7 Figure 13 BlazeCast Paging With BlazeCast, users no longer have to remember extensions for numerous paging zones. Through its innovative web interface, users can dynamically create paging zones, or pinpoint paging zones visually. With BlazeCast Paging’s powerful web interface, it is as easy as looking at floor plans of the building and clicking on the speakers in the areas the user wants to page. Individual paging endpoints are represented as icons on one or more maps, and can be grouped into paging zones for quick use. Alternatively, users can also search for the speaker or zone by their names, like “Conference Room,” to page to all conference rooms or a specific one. On a larger scale, geographic or site locations may also be represented. The optional BlazePoint™ talk-back IP paging speakers are available to extend, augment, or provide new types of communications in within the facilities at the City of Renton. Figure 15 BlazePoint Talk-Back IP Paging speakers & Intercom Button Figure 14 BlazeCast map-based interface 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 365 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 8 Advanced SMS and Acknowledgement Benbria Advanced SMS Alerts is a fast, robust, and reliable means of communicating information quickly to the City of Renton community. Benbria is partnered with a leading worldwide SMS aggregator with wide global cellular carrier coverage, giving Benbria the advantages of ease, scale, reliability and cost effective accessibility of SMS sending. Among many advantages in partnering with an aggregator, SMS text messages are sent directly to cellular carrier text messaging networks, ensuring Benbria’s customers are able to send mass text alerts in a fast and efficient manner. SMS messaging puts a smaller load on cellular circuits than voice communication, and allows near- instantaneous dissemination of important information. This serves as an effective layered communication strategy during a crisis when cellular voice networks may be congested due to high volumes. Other benefits include having an SLA (Service Level Agreement) which ensures SMS text message throughput, message delivery assurance, spam bypassing, and message delivery status reports. Leveraging SMS short codes, BlazeCast provides administrators with the capability to quickly send a text and request message confirmation. This form of unique acknowledgement is tracked in the BlazeCast system -- providing situational awareness and accurate records for audits and compliance. As SMS continues to be the most popular communication application used by individuals (especially in younger generations), the benefits of reach, speed and reliability provide colleges and universities with an effective layered notification option. Impromptu Conferencing For coordinating around important safety and security events at the City of Renton, BlazeCast provides the ability to initiate a conference call automatically from a broadcast and dial-out to selected participants. Unlike traditional conferences that require participants to dial in to a bridge number, BlazeCast dials required recipients and joins them into a live voice conference after they have received the message and pressed the required single key to join the conference. These conferences are: • Reservationless – Instant conferencing without the hassles of advanced scheduling or operator assistance. • Dial-out – Immediate outbound calling to a predefined list of telephone numbers. • Find-me – Dial recipients using a prioritized list of phone numbers until recipient is reached and joins the conference. • Reliable – Guaranteed conferencing ports, with conferencing handled onboard BlazeCast. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 366 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 9 Email BlazeCast email notifications are sent out using SMTP gateways. These gateways can be located either internally within the network infrastructure, or hosted externally. The speed and volume that emails can be sent depends largely on the capacity of the SMTP server in use, and the speed of the network connecting BlazeCast, the SMTP server, and email clients. By default, email notifications are sent to recipients via BCC so privacy can be maintained in batches of 20. The batch size is configurable. This would mean that for 25,000 recipients, 1250 emails would be sent out in total. The number of emails in a batch is configurable. Personalized Notification: Productivity and Revenue Generation One of the easiest ways to improve community satisfaction in your business is by providing good information. BlazeCast’s unified notification platform can be used to notify your community (whether staff or guests, management or customers) of important information. Available through ‘Campaign Dialling Ports’, customers have used personalized notification to: Increase revenue through personalized bill notices and collections. Increase attendance (↓ vacancy) on facilities through personalized reminder notices. Improve customer satisfaction by providing advanced warnings of costs (trending-high notices, charge-made notices). Figure 16 Personalized notification work flow 1. Automated notice to individual. 2. Over preferred media. 3. Full report of receipt and audit trail. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 367 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 10 Benefits Ensure Protection and Safety Rapidly notify staff, departmental heads, the City of Renton community, management, and other stakeholders of emergency incidents with custom or predefined message templates. Automate End-to-End Communication Streamline communication among key stakeholders via a wide range of channels and devices; ensure notificat ion delivery via active message acknowledgement. Expedite Incident Response Quickly notify and deploy incident response teams; immediately collaborate and respond to emergency situations with the addition of instant live conference calling. Improve Transparency and Accountability Generate real-time and historical reports of message delivery and confirmation; improve visibility into communication effectiveness. Increase Community Engagement Foster customer and staff retention by effectively communicating with current and prospective community members regarding activities, programs, events, cancellations, billing reminders, etc. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 368 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 11 Budgetary Quote City of Renton Leased Solutions City of Renton (Customer) ↔ Mitel (Reseller, VAR) Currency inline, quote valid for 30 days or as agreed, 30 August 11 Customer → Reseller, USD #:Description:Benbria Prt#:CS.US Prt#:Qnty: Unit (/): Total (∑): One-time, Upfront Fees: 1.Provisioning & Configuration Support [day, L1 Tech]B_BCPSL1_RT 51100178 3 1,300.00$ 3,900.00$ 2.Benbria Project Management, Day B_BCPSPM_RT 51100180 2 800.00$ 1,600.00$ 3.Benbria Training Course, End User B_BCEUTr_CR 51100171 2 375.00$ 750.00$ Benbria Training Course, Tech Admin B_BCICTr_CR 51100172 0 1,875.00$ -$ ● Note: Upfront fees are per install, however, train-the-trainer or provisions for scale will be considered beyond 3 deployments.… Subtotal: 6,250.00$ Total: One-time, Upfront Fees 6,250.00$ City of Renton-150, Recurring Service Fees: ▪ Sized to 150 rooms, this package includes on-premise notification to all phones, PCs, etc. for staff notification. 4.BlazeCast City of Renton-150 Bundle [SaaS Fee, /Mnth]B_SaaSML_SS -625 1.00$ 625.00$ …SaaS recurring, incl. Direct Bronze support, billed /Mnth ($7.5k /year) over 3-year min. term contract 5.Benbria Direct S/W Support, Silver, Unit [/Mnth]B_Sv0101_SU 51100169 88 1.00$ 87.50$ …S/W support $1,050/year (14%/a) on $7.5k Ext.Price S/W, over 3-year contract... Subtotal: Monthly 712.50$ City of Renton-300, Recurring Service Fees: ▪ Sized to 300 rooms, this package includes on-premise notification to all phones, PCs, etc. for staff notification. 6.BlazeCast City of Renton-600 Bundle [SaaS Fee, /Mnth]B_SaaSML_SS -817 1.00$ 817.00$ …SaaS recurring, incl. Direct Bronze support, billed /Mnth ($9.8k /year) over 3-year min. term contract 7.Benbria Direct S/W Support, Silver, Unit [/Mnth]B_Sv0101_SU 51100169 114 1.00$ 114.39$ …S/W support $1,373/year (14%/a) on $9.8k Ext.Price S/W, over 3-year contract... Subtotal: Monthly 931.39$ City of Renton-600, Recurring Service Fees: ▪ Sized to 600 rooms, this package includes on-premise notification to all phones, PCs, etc. for staff notification. 8.BlazeCast City of Renton-600 Bundle [SaaS Fee, /Mnth]B_SaaSML_SS -1,183 1.00$ 1,183.00$ …SaaS recurring, incl. Direct Bronze support, billed /Mnth ($14.2k /year) over 3-year min. term contract 9.Benbria Direct S/W Support, Silver, Unit [/Mnth]B_Sv0101_SU 51100169 166 1.00$ 165.61$ …S/W support $1,987/year (14%/a) on $14.2k Ext.Price S/W, over 3-year contract... Subtotal: Monthly 1,348.61$ ● Note: A per-SMS message fee will apply. Rates negotiable depending on predicted volumes.… ● Note: BlazeCast server hardware to be purchased seperately.… 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 369 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 12 Server Hardware BlazeCast runs on Dell hardware that needs to be procured separately, depending on the size of the system there are two recommended server specifications. The minimum server requirements are listed below. Small (Standard) Server Dell Status: Testing in progress. The install script has been modified to support this network adapter. PowerEdge R210 PowerEdge R210 Chassis w/up to 2 Cabled HDs and Quad-Pack LED Diagnostics Memory 4GB Memory (2x2GB), 1333MHz, Dual Ranked UDIMM Processor Intel® Xeon® X3450, 2.66 GHz, 8M Cache, Turbo, HT Primary HDD Controller SAS 6iR SAS internal RAID adapter, PCI-Express Network Adapter On-Board Dual Gigabit Network Adapter Internal Optical Drive DVD-ROM Drive, SATA Hard Drive Configuration RAID 1, 2 Hard Drives Hard Drives (Multi-Select) (2) 250GB 7.2k RPM Serial ATA 3Gbps 3.5-in Cabled Hard Drive Embedded Management iDRAC6 Express Large (Enterprise) Server Dell Status: Tested with WTC installation. Back-ported driver to support the DVD-ROM PowerEdge R410 PowerEdge R410 Chassis w/up to 4 Cabled HDs, Quad-Pack LED Diagnostics Memory 16GB Memory (8x2GB), 1066MHz, Dual Ranked LV RDIMMs for 2 Procs, Optimized Processor (2) Intel® Xeon® E5630 2.53Ghz, 12M Cache,Turbo, HT, 1066MHz Max Mem Primary HDD Controller PERC 6/i SAS internal RAID adapter for Cabled Configuration, PCI-Express Network Adapter On-Board Dual Gigabit Network Adapter Internal Optical Drive DVD-ROM Drive, SATA Hard Drive Configuration RAID 5 for PERC6i/H700 Controllers, 4 Hard Drives Hard Drives (Multi-Select) (4) 146GB 15K RPM Serial-Attach SCSI 3Gbps 3.5in Cabled Hard Drive Power Supply Power Supply, Redundant, 500W Embedded Management iDRAC6 Express 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 370 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 13 Notes The above quote has been constructed based on information available at the time of the quote. Prices as quoted are in $ USD and are valid for a period of 30 calendar days from the date of this document or as indicated on the quote. Thank you for contacting Benbria; we look forward to working with you going forward, Ronald Richardson VP Sales +1.613.271.5970 x1102 rrichardson@benbria.com 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 371 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 14 Supplementary BlazeCast Information BlazeCast leverages the local telephony, paging, and computer networks for notification. Hosted solutions are either unable to utilize local resources or do so with cumbersome 3rd party connectors, additional management interfaces, and traffic bottlenecks (inbound calls to PBX as an example). Unlike most offerings, Benbria is a customer-owned solution with no “Fare Use” or restrictive billing policies. The system can be used for routine messaging, critical situations, business continuity activities, community contact, etc. without ceilings or capped message limits. Benbria’s technology is entirely open standards and IP-based (includes SIP, XMPP, and CAP messaging protocols) to ensure the investment in technology is future-proof. Benbria’s technology has the option of being deployed on-site, off-site as an owned product, or off-site as a 3rd party hosted offering. Benbria’s Desktop Client for PCs is unique for having push-based alerting (as opposed to pull, which introduces delays) and the ability to lockout a recipient’s PC. Benbria’s IP Paging offering (includes BlazeCast and BlazePoint Talk-back IP Paging speakers) is among the most comprehensive and competitive based on: o Supervision. Speaker or network failures are detected by BlazeCast and allow the administrator(s) to remotely determine cause and location of the failure. o Remote testing. With a built-in microphone, BlazePoint speakers are capable of performing automated audio-tests triggered remotely from the BlazeCast web management interface. o Talk-Back. BlazePoint IP speakers function as talk-back paging units using the built-in microphone and auto-answer, allowing for the device to be dialed like a phone. Rapid Cross-media Message Delivery Rapidly reach targeted or large groups of people with voice or text-based messages Reach people wherever they are through multiple simultaneous contact methods: desktop devices, SMS text messaging, email, voice calls, and overhead/IP phone paging. Intelligently try multiple phone numbers to reach a person when needed. Instant reservation less conferencing within a notification to immediately respond to and discuss emergency situations with key people Advanced Message Planning Pre-configured messages for emergency communications make it fast to deal with scenarios like evacuations in a stressful situation. Pre-configure customized evacuation information targeted to different locations. Schedule broadcasts for sending at a later time or at specific intervals. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 372 of 411 info@benbria.com | +1.613.271.5970 | www.benbria.com Confidential Benbria BlazeCast proposal Page | 15 Intuitive User Interface Intuitive browser-based user interface. Designed for simplicity and usability to accomplish crucial tasks with just a few clicks. Create, disseminate, and update alerts easily and rapidly. Target Specific Groups of Recipients Create and/or import groups of people, PCs, phones, and speakers. Secure & Reliable Highly secure and reliable architecture. Secure access providing multiple levels of capability: user administration, notification creation capability, alert monitoring capability. On-premise solution ensures the privacy of your community. Real-time Monitoring and Audit Capabilities Real-time monitoring of broadcast progress Make informed decisions and ensure that all important messages are received. Complete reports available through the browser-based user interface. Drill-down into detailed report data. Detailed reports can be exported for analysis in external programs. Historical broadcast information cannot be deleted (unless by super administrator) ensuring a thorough audit trail. Simple and Efficient Desktop Notification The Benbria PC desktop client software can be mass-deployed to networked PCs. Benbria PC desktop clients automatically register with the BlazeCast server to receive notification. View all connected and disconnected PCs within BlazeCast. Easy Contact Management Import contacts from existing databases (e.g. LDAP/Active Directory and specific 3rd party contact databases) Import and export contacts using the widely supported CSV (Comma Separated Value) format i The BlazeCast system is a licensed software product, and as such aspects of the discussed functionality may or may not be included in the pricing provided specifically in this proposal. Please cross-reference the included bill of materials against the Benbria Product Catalog to validate functionality discussed, or speak with an authorized Benbria representative. Certain volume assumptions apply. 7e. ‐ Finance and Information Technology Department recommends approval of a contract in the amount of $352,616.41 with TRI‐TEC Page 373 of 411 CITY OF RENTON COUNCIL AGENDA BILL Subject/Title: Memorandum of Understanding with Renton Emergency Communication Service Meeting: Regular Council - 07 Nov 2011 Exhibits: Issue Paper Memorandum of Understanding Submitting Data: Dept/Div/Board: Fire & Emergency Services Staff Contact: Deborah Needham, x7027 Recommended Action: Council Concur Fiscal Impact: Expenditure Required: $ 0 Transfer Amendment: $0 Amount Budgeted: $ 0 Revenue Generated: $0 Total Project Budget: $ 0 City Share Total Project: $ 0 SUMMARY OF ACTION: The Fire & Emergency Services Department would like the City of Renton to enter into a Memorandum of Understanding with the Renton Emergency Communication Service (RECS) to formalize the relationship between the City and the RECS. RECS is an independent, all-volunteer non-profit group of amateur (ham) radio operators established in 2008, which exists solely to provide emergency communications to the City when called upon. STAFF RECOMMENDATION: Approve a Memorandum of Understanding with the Renton Emergency Communication Service and authorize the Mayor and City Clerk to sign. 7f. ‐ Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Page 374 of 411 7f. ‐ Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Page 375 of 411 Memorandum of Understanding Between the City of Renton and Renton Emergency Communication Service Page 1 of 4 Purpose The purpose of the Memorandum of Understanding (MOU) is to document the relationship between the City of Renton (the City) and the Renton Emergency Communication Service (RECS). This MOU provides a broad framework for cooperation between the two organizations in preparing for and responding to emergency communication needs when existing City resources are overwhelmed, as well as other services for which cooperation may be mutually beneficial. Organization Descriptions Background of Amateur Radio, ARES and RACES A primary responsibility of the Amateur Radio Service, as established by the Federal Communications Commission’s Rules and Regulations (47 C.F.R. Part 97), is the rendering of public service communications for the general public, particularly in times of emergency when normal communications are not available. Using the Amateur Radio Service frequencies, Amateur Radio operators serve the general public, both directly and through governmental and relief agencies. Amateur Radio Operators provide radio communications to local, county, or state civil preparedness agencies during periods of local, regional, or national civil emergencies. To this end, the American Radio Relay League (ARRL), the national association for radio amateurs, organized the Amateur Radio Emergency Service (ARES). The Radio Amateur Civil Emergency Service (RACES) is an emergency service function defined under Part 97 of the Federal Communications Commission (FCC) Rules. RACES is a special phase of amateur radio operation that provides radio communications to local or State civil preparedness agencies during periods of local, regional, or national civil emergencies. All of the authorized frequencies and emissions allocated to the Amateur Radio Emergency Service are also available to RACES on a shared basis. In the event that the President of the United States invokes his War Emergency Powers, RACES operators, using specially authorized frequencies, would be the only Amateur Radio Operators permitted on the air. RECS members hold dual membership in RACES and ARES and are licensed RACES operators. The RECS Radio Officer (RO) is an appointed position by the City of Renton Emergency Management Director and is responsible for coordinating the preparedness and response operations of the RECS organization. RECS Renton Emergency Communication Service (RECS) is a nonprofit corporation located in Renton, Washington organized and operated exclusively for charitable, educational, and scientific purposes within the meaning of section 501(c)3 of the Internal Revenue Code. RECS is a team of licensed amateur radio volunteers, established for the purpose of providing emergency radio communications for the City of Renton and its service area during events which overwhelm existing communication resources. City of Renton The City of Renton is an incorporated municipality within King County, serving an estimated population of 91,000 within the City. The City’s Fire & Emergency Services Department also contracts with Fire Districts 25 and 40 to serve an additional 9,100 and 23,500 residents respectively. The total area served is approximately 43.3 square miles. 7f. ‐ Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Page 376 of 411 Memorandum of Understanding Between the City of Renton and Renton Emergency Communication Service Page 2 of 4 Recognition The City of Renton recognizes that RECS has organized emergency communications capability and can be of valuable assistance in providing critical and essential communications when normal lines of communications are disrupted or overloaded. The City recognizes RECS as the official RACES / ARES organization for Renton. RECS recognizes the City as the primary governmental body with responsibility for a wide range of city management activities including emergency preparedness, response, and disaster recovery management. RECS takes direction from The City’s Office of Emergency Management. Method of Cooperation The City and RECS have agreed to enhance community disaster preparedness, response, and recovery using communication resources of RECS as follows: RECS Membership 1. The City and RECS agree that RECS members must meet the following minimum requirements: a. Hold a valid Federal Communications Commission (FCC) Amateur Radio License. Individual amateur radio operators are responsible for the maintenance and renewal of their personal licenses. b. Certificate of completion for IS-100, IS-200, and IS-700 courses c. Register as a Washington State emergency worker by filing an application with the City d. Completion of a background check provided and administered by the City. The City will badge all qualified volunteers Communication 1. Each organization will share current appropriate data regarding changes in regulations, technology and legislation related to communications. 2. RECS will identify an individual as the key contact with the City. 3. RECS will operate and adhere to the Incident Command System during planning and operations. 4. RECS and the City will engage in an on-going dialog with each other for the benefit of the greater Renton area. All communication between the City and RECS will take place through the City’s Office of Emergency Management and the RECS Team Leader or designee. 5. RECS will cooperate with the City in pre-emergency planning, drills, exercises, and training programs at the City level to develop operating plans such that communications services, equipment, and facilities of the amateur radio service may be suitably used. Operations 1. The City may alert and mobilize the RECS team in accordance with the Emergency Operations Plan. This may include: establishment and maintenance of fixed, mobile, and portable stations to support the disaster response at emergency communication facilities; point-to-point contact between RECS personnel and locations; and the maintenance of the continuity of communications for the duration of the emergency period until normal communications channels are substantially restored, or until radio communications are no longer necessary in support of the response to the disaster. 7f. ‐ Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Page 377 of 411 Memorandum of Understanding Between the City of Renton and Renton Emergency Communication Service Page 3 of 4 2. The City and RECS will develop a mutually agreeable plan for granting RECS members access to and use of amateur radio equipment housed within the City (or City managed) facilities. 3. The City will be responsible for maintenance and upgrades of radio and related equipment to ensure operational readiness of each City owned radio station. 4. The City and RECS will enter into a mutually agreeable plan to provide support for maintaining the operational readiness of RECS volunteers and equipment that is used for the benefit of the City. 5. The City will provide adequate workspace and resources to allow effective operations of the radio stations. 6. Following each training exercise or incident requiring the use or activation of the City EOC radio room, the RECS will provide the City with an after action report. 7. RECS will provide the City notice of maintenance needs as well as provide technical recommendations and advice on communication issues and needs when appropriate. 8. Both RECS volunteers and City staff will work cooperatively at the scene of any event, within the scope of their respective roles and duties. 9. Each organization may request equipment for temporary use to support operations for the support of the City. The specifics of responsibility and liability of the loaned equipment will be developed as part of plans and procedures, in writing, and are separate from this agreement. General 1. The City and RECS will use or display the name, emblem, or trademarks of the other organization only in the case of defined projects and only with the prior written consent of the other organization. 2. The City and RECS will keep the public informed of their cooperative efforts through their public information offices during the time of disaster. 3. The City and RECS will widely distribute this MOU within the respective departments, administrative offices and subordinate levels of each organization and urge full cooperation. Periodic Review and Analysis Representatives of The City and RECS will, on an annual basis on or around the anniversary date of this MOU, jointly evaluate their progress in implementing this MOU and revise and develop new plans or goals as appropriate. Term and Termination This MOU is effective as of the date of the last signature below and shall continue until either party gives written notice of its intention to terminate this MOU or is replaced by a superseding agreement. This memorandum may be amended by mutual agreement of both parties. Either party may terminate this memorandum upon 90 days written notice. Upon termination of this MOU, the City will provide RECS with the Right of First Refusal to purchase any equipment installed in or maintained 7f. ‐ Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Page 378 of 411 Memorandum of Understanding Between the City of Renton and Renton Emergency Communication Service Page 4 of 4 on RECS owned property and both parties will enter into good faith negotiations for the potential purchase. Hold Harmless RECS shall protect, indemnify and save harmless the City, its officers, elected officials, agents, volunteers and employees from any and all costs, claims, judgments or awards of damages (including costs and all attorney fees), arising out of or in any way resulting from the negligent acts, errors or omissions of RECS, its officers, and volunteers in performing this Memorandum of Understanding. The City shall protect, defend, indemnify and save harmless RECS, its officers, and volunteers from any and all costs, claims, judgments or awards of damages (including costs and all attorney fees), arising out of or in any way resulting from the negligent acts, errors or omissions of City, its officers, elected officials, agents, volunteers and employees in performing this Memorandum of Understanding. Miscellaneous Neither party to this MOU has the authority to act on behalf of the other party or bind the other party to any obligation. This MOU is not intended to be enforceable in any court of law or dispute resolution forum. The sole remedy for non-performance under this MOU shall be termination, with no damages or penalty. Signatures Signature_______________________________ Printed Name___________________________ Title___________________________________ Date___________________________________ Signature_______________________________ Printed Name___________________________ Title___________________________________ Date___________________________________ 7f. ‐ Fire and Emergency Services Department recommends approval of a Memorandum of Understanding with Renton Emergency Communication Page 379 of 411 CITY OF RENTON COUNCIL AGENDA BILL Subject/Title: Final Pay Estimate – CAG-09-171 (WWP/WTR-27- 3082) 2009 Earlington Water and Sewer Improvements Contractor: Laser Underground and Earthworks, Inc. Meeting: Regular Council - 07 Nov 2011 Exhibits: Pay Estimate #11 (Final) Notice of Completion of Public Works Contract Change Orders #1 - #8 Submitting Data: Dept/Div/Board: Public Works Staff Contact: Andrew Weygandt, x7208 Recommended Action: Council concur Fiscal Impact: Expenditure Required: $ $20,844.28 (final pay est. only) Transfer Amendment: $ Amount Budgeted: $ $21,000 (final pay est. only)Revenue Generated: $ Total Project Budget: $ $2,700,000 City Share Total Project: $ 100% SUMMARY OF ACTION: On December 8, 2009, Council awarded the construction contract in the amount of $2,162,511.12 to Laser Underground and Earthworks, Inc. Construction started on February 15, 2010, and the project was substantially completed on November 18, 2010. Due to weather limitations, the contractor had to delay the final asphalt overlay of the roadways until the summer of 2011. The final contract amount is $2,576,983.10 and the 19% increase in cost of $414,471.98 is due to authorized construction change orders for additional work to resolve unanticipated changes in field conditions, including the breaking and removal of large rocks encountered from deep excavation for the sewer lines, the installation of an extensive dewatering system to deal with an unexpected large amount of groundwater, and the changes in alignment of the water and sewer lines due to conflicts with existing public and private utilities that did not have record drawings. The cost increase also includes $82,854.61 paid from the City’s street maintenance budget for asphalt overlay program for the paving of additional streets and alleys near the project site that are not in the contract scope of work. The Water and Wastewater Utility have budgeted sufficient contingency funds in the total project budget to cover the additional work. STAFF RECOMMENDATION: Accept the project, approve the final pay estimate in the amount of $20,844.28, and release the retainage in the amount of $117,670.46 after 60 days, subject to the receipt of all required authorizations. 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 380 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 381 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 382 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 383 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 384 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 385 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 386 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 387 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 388 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 389 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 390 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 391 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 392 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 393 of 411 7g. ‐ Utilities Systems Division submits CAG‐09‐171, 2009 Earlington Water & Sewer Improvements; and requests approval of the project, Page 394 of 411 9a. ‐ Adopting the Parks, Recreation, and Natural Areas Plan (See 4.b.)Page 395 of 411 9a. ‐ Adopting the Parks, Recreation, and Natural Areas Plan (See 4.b.)Page 396 of 411 9a. ‐ Adopting the Parks, Recreation, and Natural Areas Plan (See 4.b.)Page 397 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 398 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 399 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 400 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 401 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 402 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 403 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 404 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 405 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 406 of 411 9a. ‐ Criminal and nuisance conduct code amendment (See 8.b.)Page 407 of 411 9b. ‐ Secondhand Dealers/Precious Metals Transactions code amendment (See 8.b.)Page 408 of 411 9b. ‐ Secondhand Dealers/Precious Metals Transactions code amendment (See 8.b.)Page 409 of 411 9a. ‐ Revising City Code regarding Animals and Fowl at Large (1st reading 10/24/2011)Page 410 of 411 9a. ‐ Revising City Code regarding Animals and Fowl at Large (1st reading 10/24/2011)Page 411 of 411