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REQUEST FOR QUOTATION AND QUALIFICATION

M19-RFQQ-055

N19-RFQQ-055

FOR

AVAYA PRODUCTS AND SERVICES

BY THE

WASHINGTON STATE

CONSOLIDATED TECHNOLOGY SERVICES

Released: June 7, 2019

Table of Contents 1. INTRODUCTION..............................................................................................................................................4

1.1 Business Objective............................................................................................................41.2 Background.......................................................................................................................41.3 Acquisition Authority.......................................................................................................41.4 Contract Term...................................................................................................................51.5 Definitions........................................................................................................................51.6 Multiple Award.................................................................................................................61.7 Quantity/Usage.................................................................................................................61.8 Overview of Solicitation Process......................................................................................61.9 Funding.............................................................................................................................71.10 Award of Contract............................................................................................................71.11 Statements of Work..........................................................................................................71.12 Additional Products and Services.....................................................................................7

2. SCHEDULE........................................................................................................................................................8

3. ADMINISTRATIVE REQUIREMENTS........................................................................................................9

3.1 Request for Quote Coordinator (Proper Communication)................................................93.2 Vendor Questions.............................................................................................................93.3 Vendor Complaints Regarding Requirements and Specifications....................................93.4 Response Contents............................................................................................................93.5 Response Requirements..................................................................................................103.6 Delivery of Responses....................................................................................................103.7 Proprietary or Confidential Information.........................................................................103.8 Cost of Response Preparation.........................................................................................113.9 Administrative Clarifications..........................................................................................113.10 Proprietary Information/Public Disclosure.....................................................................113.11 Waive Minor Administrative Irregularities....................................................................113.12 Errors in Response..........................................................................................................123.13 Amendments/Addenda...................................................................................................123.14 Right to Cancel...............................................................................................................123.15 Contract Requirements...................................................................................................123.16 Incorporation of Documents into Contract.....................................................................123.17 No Best and Final Offer..................................................................................................133.18 No Costs or Charges.......................................................................................................133.19 Minority and Women’s Business Enterprises.................................................................133.20 No Obligation to Contract/Buy.......................................................................................133.21 Non-Endorsement and Publicity.....................................................................................133.22 Withdrawal of Response.................................................................................................133.23 Optional Vendor Debriefing...........................................................................................133.24 Protest Procedures..........................................................................................................143.25 Selection of Apparently Successful Vendor...................................................................143.26 Electronic Availability....................................................................................................14

State of Washington Avaya Products and ServicesConsolidated Technology Services Page 1 M19-RFQQ-055N19-RFQQ-055

4 VENDOR REQUIREMENTS.............................................................................................................................15

4.1 (M) Vendor Requirements..............................................................................................154.2 (M) Vendor Profile.........................................................................................................154.3 (M) Use of Subcontractors..............................................................................................154.4 (M) Insurance..................................................................................................................154.5 (M) Invoice Requirements..............................................................................................164.6 (M) Vendor Account Manager.......................................................................................164.7 (M) Vendor Licensed to do Business in Washington.....................................................164.8 (M) Prior Contract Performance.....................................................................................164.9 (M) Highest Standard.....................................................................................................174.10 (M) Background Checks.................................................................................................174.11 (M) Onsite Availability...................................................................................................184.12 (M) Contract Performance Measures..............................................................................184.13 (M) Reporting and Oversight..........................................................................................184.14 (MS 150) Candidate Résumés........................................................................................184.15 (MS 200) Client References - Optional for CTS............................................................194.16 (MS 300) Interviews- Optional for CTS.........................................................................194.17 (D) Vendor Employee Arbitration Clause......................................................................19

5. TECHNICAL AND SERVICE REQUIREMENTS.....................................................................................20

5.1 (MS 800) User Experience Consultant Services............................................................206. FINANCIAL QUOTE REQUIREMENTS....................................................................................................22

6.1 Overview.........................................................................................................................226.2 Taxes...............................................................................................................................226.3 Responses.......................................................................................................................226.4 Miscellaneous Expenses.................................................................................................226.5 Presentation of All Cost Components.............................................................................226.6 Financial Grounds for Disqualification..........................................................................226.7 (MS 400) Cost Model.....................................................................................................226.8 Price Protection...............................................................................................................23

7. EVALUATION PROCESS.............................................................................................................................24

7.1 Overview.........................................................................................................................247.2 Administrative Screening...............................................................................................247.3 Mandatory Requirements................................................................................................247.4 Vendor Scoring...............................................................................................................247.5 Qualitative Review and Scoring.....................................................................................247.6 Evaluation of Sections 5 and 6.......................................................................................247.7 Optional Evaluations......................................................................................................267.8 Allocation of Points........................................................................................................277.9 Vendor Response Total Score........................................................................................277.10 Selection of Apparently Successful Vendor...................................................................277.11 Contract Negotiations.....................................................................................................27

Appendix A: Certifications and AssurancesAppendix B: Model Contract


Appendix C: MWBE Participation Form [if applicable]Appendix D: Protest ProceduresAppendix E: Cost ModelAppendix F: Critical Items When RespondingAppendix G: Client Reference FormAppendix H: CTS PBX Customer Agencies


SECTION 1

1. INTRODUCTION

1.1 Business Objective

The objective of this Request for Quotation and Qualifications (RFQQ) is to establish a competitively acquired contract that can be used by Washington State Consolidated Technology Services (CTS) to purchase Avaya hardware, software, maintenance and services. This contract is for use by the CTS Local Telephone Services (LTS) section to provide shared telephone services to authorized CTS customers. This Contract may be used only by CTS and CTS Customers, as listed in Appendix H, that receive managed Avaya PBX Services from CTS. In order to be eligible to purchase under this Contract, CTS Purchasing Customers must receive managed telephone services from CTS’ Network Services Division (NSD) and be preauthorized in writing by CTS to purchase from this Contract. Contractor agrees to not to provide products or services under this Contract to any entities other than those identified in writing by CTS Purchasing Customers. For the avoidance of doubt, CTS Customers who need independently obtain equipment as part of the CTS managed service may use this Contract as a purchasing vehicle if the CTS Purchasing Customer deems all competitive process requirements have been met.

This RFQQ will be run as a competitive process without advantage to any incumbent supplier. CTS will ensure competitive pricing for all products and services that are not purchased direct from the original technology or service providers, while reserving the right to negotiate terms direct with the original technology or service providers. CTS reserves the right to purchase the specific Professional Services from the Apparently Successful Vendors (ASV) at CTS’ discretion.

1.2 Background

CTS, also known as Washington Technology Solutions (“WaTech”), provides telecommunications, computing, and digital government services to more than 700 state agencies, boards and commissions, local governments, tribal organizations, and qualifying non-profits. CTS operates a secure, statewide standards-based telecommunications network providing reliable, economical voice, data and video communications.

The CTS data center is one of the largest in the Northwest, combining both client server and mainframe computing in a secure, controlled environment. For more information, visit the CTS Web site at www.watech.wa.gov.

Consolidated Technology Services provides telecommunications, computing and digital government services to more than 200 government agencies, boards and commissions, local governments, tribal organizations and qualifying non-profits. CTS is a full cost recovery service provider. All of the costs associated with CTS services to include personnel, facilities, contracted service costs, equipment, taxes and maintenance are recovered in the rates that CTS charges its customers for its various services.


http://www.watech.wa.gov/

The CTS telephony network currently includes: 2 Avaya Call Managers with over 160 remotes connected on an MPLS network

and several other standalone systems many of which have access to services on the MPLS network

System and Session manager and Session border controllers with SIP connections between switches, devices and networks

42,000+ Avaya PBX lines 28,000+ Avaya Aura Voice mail boxes 3500+ call center agents that use direct connections and IP agents 1 Version 19 Avaya Call Management Systems (CMS) connected to 3 Avaya PBXs 2 Experience Portals and 1 IVR systems with multiple custom applications

A listing of these sites and their ST numbers is included as two workbooks in Appendix E

CTS maintains a professional staff of project managers, technicians and customer service representatives in Olympia. The technicians monitor the system, respond to customer trouble tickets and repair most service affecting hardware and software issues in the Olympia area and software issues statewide. Project managers are responsible for new installations, tailoring complex applications and helping customers plan for new services and assisting them with any service issues they encounter. The Customer Service staff provides advice on system features and implements orders for moves, adds and changes and enters order activity in billing. They also provide advice and assistance on available services.

1.3 Acquisition Authority

The Department of Enterprise Services (DES) has authority over goods and services under RCW 39.26 and sets processes for procuring information technology based on the policies and standards set by the Technology Services Board. Chapter 43.41A of the Revised Code of Washington (RCW) as amended establishes the Washington State Technology Services Board (TSB). While the TSB does not purchase for agencies, it establishes policies and standards addressing how the manner in which state agencies may acquire information technology equipment, software, and services.

RCW 39.26.100(2) provides CTS with an exemption from the DES’ procurement rules and requirements. Specifically, the competitive procurement rules stated by Department of Enterprise Services do not apply to CTS. Thus CTS is contracting for the following:

Services and activities that are necessary to establish, operate, or manage the state data center, including architecture, design, engineering, installation, and operation of the facility, that are approved by the Technology Services Board (TSB).

The acquisition of proprietary software for or part of the provision of services offered by CTS.

The acquisition of information technology services necessary for or part of the provision of services offered by CTS.


This RFQQ is issued in good faith, but it does not guarantee an award of contract, nor does it represent any commitment to purchase whatsoever.

1.4 Contract Term

If a Contract is awarded, the Contract’s initial term shall be three (3) years commencing upon the date of execution by CTS. After the initial term, CTS may extend the Contract for up to four (4) additional years.

1.5 Definitions

“ACD” shall mean Automated Call Distribution.

“Acceptance Testing” shall mean the process for ascertaining that the Product meets the standards set forth in the section titled Technical Requirements, prior to Acceptance by CTS.

“Apparently Successful Vendor” (ASV) shall mean the Vendor(s) who: (1) meets all the requirements of this RFQQ, and (2) receives the highest number of total points.

“Business Days” shall mean Monday through Friday, excluding state holidays.

“Business Hours” shall mean 7:00 A.M, through 6:00 PM, Pacific Time, Monday through Friday, excluding state holidays.

“CMS” shall mean Call Management System.

“Contract” shall mean the RFQQ, the Response, Contract document, all schedules and exhibits, and all amendments.

“CTI” shall mean Computer Telephone Integration.

“CTS” shall mean the Washington State Consolidated Technology Services.

“CTS Purchasing Customer” shall mean Customers must receive managed telephone services from TSD and be preauthorized in writing by CTS to purchase from this Contract.

“Delivery Date” shall mean the date by which the ordered Products and/or services must be delivered.

“Desirable” or “(D)” shall mean the requirement is important but not mandatory. The Response will not be scored.

“Desirable Scored” or “(DS)” shall mean the requirement is important but not mandatory, and the Response will be scored.

“Equipment” shall mean the Avaya Branded Private Branch Exchange, Call Management System, and Interactive Voice response products as set forth in this RFQQ, Section 4.17, titled (M) Equipment, Components and Spare Parts

“IDF” shall mean Intermediate Distribution Frame.

“Installation Date” shall mean the date by which all Products ordered as a result of this RFQQ shall be in place, in good working order, and ready for Acceptance Testing.


“IVR” shall mean Interactive Voice Response.

“License” shall mean the right to use the Software, firmware, or other microcode necessary to the effective functioning and operations of the Equipment.

“MDF” shall mean Main Distribution Frame.

“NOC” shall mean Vendor’s Network Operation Center.

“Normal Business Hour(s)” shall mean the State of Washington normal business day, 8:00 a.m. to 5:00 p.m., Pacific Time.

“PBX” shall mean Private Branch Exchange System.

“UPS” shall mean Uninterruptible Power System.

“Mandatory” or “(M)” shall mean the Vendor must comply with the requirement, and the Response will be evaluated on a pass/fail basis.

“Mandatory Scored” or “(MS)” shall mean the Vendor must comply with the requirement, and the Response will be scored.

“Purchaser” shall mean the Washington State Consolidated Technology Services (CTS).

“RCW” shall mean the Revised Code of Washington.

“Response” shall mean the written proposal submitted by Vendor to CTS in accordance with this RFQQ. The Response shall include all written material submitted by Vendor as of the date set forth in the RFQQ schedule or as further requested by CTS.

“Services” shall mean those Services provided by Vendor relating to the solicitation, deployment, development and/or implementation activities that are appropriate to the scope of this solicitation.

“Software” shall mean the object code version of computer programs Licensed pursuant to the Contract. Software also means the source code version, where provided by Vendor. Embedded code, firmware, internal code, microcode, and any other term referring to software residing in the equipment that is necessary for the proper operation of the Equipment is not included in this definition of Software. Software includes all prior, current, and future versions of the Software and all maintenance updates and error corrections.

“State” shall mean the state of Washington.

“Statement of Work” (SOW) shall mean a separate written agreement describing installation or development services between Vendor and CTS or End User(s) for Vendor’s Services to be accomplished under the terms and conditions of the resulting Contract.

“Subcontractor” shall mean one not in the employment of Vendor, who is performing all or part of the Equipment and/or Services under the resulting Contract under a separate contract with Vendor. The term “Subcontractor” means Subcontractor(s) of any tier.


“Vendor” shall mean a company, organization, or other entity submitting a Response to this RFQQ.

1.6 Single Award

CTS will award one (1) contract to the vendor who meets all RFQQ requirements and offers the User Experience Consultant Service at the best value to the State as detailed in Section 7.

1.7 Quantity/Usage

Since the Contract resulting from this solicitation will be designated as “optional-use,” no guarantee of volume or usage can be given.

1.8 Overview of Solicitation Process

The evaluation process will comprise of successive steps of evaluation that will narrow the pool of competitors to assure only the highest scoring finalists’ move to the next Step in the evaluation process. CTS, at its sole discretion, will determine the number of top scoring competitors to move to the next Step.

Step 1: A preliminary examination of the completeness and validity of responses. All responsive vendors will move to Step 2.

Step 2: An evaluation to determine compliance with requirements and financial evaluation. The financial review will look at commercial risk and cost analysis of all pricing, project schedules, terms and conditions contained within the Response. CTS may conduct a reference check of the vendors.

Step 3: Announce ASV.

1.9 Funding

Any contract awarded as a result of this procurement is contingent upon the availability of funding.

1.10 Award of Contract

After completing the evaluation phase of the process, we will enter into contractual negotiations with one ASV with a view to finalizing contract. Award of contract will depend on a satisfactory outcome to these negotiations.

1.11 Statements of Work

Any services performed for a Purchaser under the resulting Contract shall be documented in a SOW established between the Purchaser and the Vendor. The SOW will reference the Contract by number, the SOW term, provide a description of the scope of work to be performed, and provide the estimated total cost of the project. Multiple SOWs may be entered into between the parties to document the activities necessary to perform the work herein.


1.12 Additional Products and Services

Additional Products or Services that are determined by CTS to be appropriate to the scope of this acquisition may be added to the Contract.


SECTION 2

2. SCHEDULE

This RFQQ is being issued under the following Schedule. The Response deadlines are mandatory and non-negotiable. Failure to meet any of the required deadlines will result in disqualification from participation. All times are local Olympia time.

Acquisition Schedule Dates

RFQQ Issued June 7, 2019

Final Vendor Questions and Comments due June 14, 2019 by 12:00pm (noon)

State’s Final Written Answers issued June 18, 2019Vendor Responses due July 8, 2019 by 12:00pm (noon)

Initial Evaluation Period July 8-12, 2019

Announcement of ASV July 15, 2019

Vendor Request for Optional Debriefing due July 16, 2019

Optional Vendor Debriefings July 17-18-2019

Contract Executed (no later than) August 16, 2019

CTS reserves the right to revise the above schedule.


SECTION 3

3. ADMINISTRATIVE REQUIREMENTS

COMPLIANCE WITH ALL SECTIONS OF SECTION 3 IS REQUIRED. FAILURE TO FOLLOW THESE ADMINISTRATIVE REQUIREMENTS MAY RESULT IN IMMEDIATE DISQUALIFICATION.

3.1 Request for Quotation and Qualification Coordinator (Proper Communication)

Upon release of this RFQQ, all Vendor communications concerning this solicitation must be directed to the RFQQ Coordinator listed below. With the exception of the Office of Minority and Women’s Business Enterprises, (reference Subsection 3.20), unauthorized contact regarding this solicitation with other state employees involved with the solicitation may result in disqualification. All oral communications will be considered unofficial and non-binding on the State. Vendors should rely only on written statements issued by the RFQQ Coordinator.

Michael Callahan, RFQQ CoordinatorWashington Consolidated Technology Services (CTS)1500 Jefferson Street S.E.P.O. Box 41501Olympia, Washington 98504-1501Telephone: (360) 407-8765Email: [email protected]

3.2 Vendor Questions

It is the Vendor’s responsibility to remedy any ambiguity, inconsistency, error or omission within this document before submitting their Response. Vendors shall submit all requests to the contact above no later than 12:00 pm (noon) on the closing date stated in Section 2. An official written CTS response will be provided for Vendor questions received by this deadline. Written responses to Vendor questions will be posted on the CTS website: http://watech.wa.gov/procurement-announcements.

3.3 Vendor Complaints Regarding Requirements and Specifications

Vendors may submit specific complaints in writing to the RFQQ Coordinator, if Vendor believes requirements exist that unduly constrain competition. The complaint must be made in writing to the RFQQ Coordinator before the Response due date. The complaint must state how the requirement unduly constrains competition and provide the relevant facts, circumstances and documentation. The solicitation process may continue.

3.4 Response Contents

The Response must contain information responding to all mandatory requirements contained in this RFQQ, completed client references, and must include the signature of an authorized Vendor representative on all documents required in the appendices.

The Response should be submitted in two (2) volumes containing what is listed below. This separation of documentation protects the integrity of the State’s evaluation process. No mention of the cost response may be made in Volume 1.

http://watech.wa.gov/procurement-announcements

mailto:[email protected]

Volume 1: Vendor’s cover letter explicitly acknowledging receipt of all RFQQ revisions issued, if any. The Response to the Vendor Requirements (Section 4). The Response to Technical and Service Requirements (Section 5 and 6).

Volume 2: The Responses to the Financial Requirements (Section 67) and Cost Model (Appendix E). Vendor’s signed and completed Certifications and Assurances (Appendix A). Vendor’s exceptions and/or proposed revisions to the Proposed Contract (Appendix B). Vendor’s MWBE Certification (Appendix C), if applicable.

Failure to provide any requested information in the prescribed format may result in disqualification of the Vendor.

3.5 Response Requirements

Please pay attention to the following:

The signature block in Certifications and Assurances (Appendix A), must be signed by a representative authorized to bind the company to the offer.

Vendor must respond to each requirement. Failure to comply with any applicable item may result in the Response being disqualified. In each requirement title is a designation indicating how the Response will be evaluated:

For Mandatory Requirements (M), the Response must always indicate explicitly whether or not the Vendor’s proposed Software/Services meet the requirement. A statement, “(Vendor Name) has read, understands, and fully complies with this requirement” is acceptable, along with any additional information requested.

For Mandatory Scored (MS) and Desirable Scored (DS) items, the Response must always indicate explicitly whether or not the Vendor's proposed Vendor’s Software/Services will accomplish each requirement or are desirable as it relates to the service(s) proposed.

Response prices must be submitted using form provided. Separate price quotes attached to this document or submitted in some other form will not be accepted as a valid Response.

The Response, as well as any reference materials presented by Vendor, must be written in English and Vendor must provide all rates in United States dollars.

3.6 Delivery of Responses

All proposals must arrive via an attachment to e-mail to the RFQQ Coordinator at the email address above, on the proposal due date and time stated in Section 2. Vendors should allow sufficient time to ensure timely receipt of the proposal by the RFQQ Coordinator. Responses arriving in in the RFQQ Coordinator’s inbox after the time stated in Section 2 will be considered to be Late Reponses, will not be accepted, and will automatically be disqualified from further consideration. The "receive date/time" posted by CTS’ email system will be used as the official time stamp but may not reflect the exact time received.

CTS assumes no responsibility for delays caused by Vendor’s e-mail, network problems or any other party. All Responses must strictly adhere to the format and file naming conventions set

State of Washington Avaya PBXConsolidated Technology Services Page 12 N19-RFQQ-055

forth herein. Zipped files cannot be received by CTS and cannot be used for submission of Responses.

3.7 Proprietary or Confidential Information

Any information contained in the Response that is proprietary or confidential must be clearly designated. Marking of the entire Response or entire sections of the Response as proprietary or confidential will not be accepted nor honored. CTS will not accept Responses where pricing is marked proprietary or confidential, and the Response will be rejected.

To the extent consistent with chapter 42.56 RCW, the Public Disclosure Act, CTS shall maintain the confidentiality of Vendor’s information marked confidential or proprietary. If a request is made to view Vendor’s proprietary information, CTS will notify Vendor of the request and of the date that the records will be released to the requester unless Vendor obtains a court order enjoining that disclosure. If Vendor fails to obtain the court order enjoining disclosure, CTS will release the requested information on the date specified.

The State’s sole responsibility shall be limited to maintaining the above data in a secure area and to notify Vendor of any request(s) for disclosure for so long as CTS retains Vendor’s information in CTS records. Failure to so label such materials or failure to timely respond after notice of request for public disclosure has been given shall be deemed a waiver by Vendor of any claim that such materials are exempt from disclosure.

3.8 Cost of Response Preparation

CTS will not reimburse Vendors for any costs associated with preparing or presenting a Response to this RFQQ.

3.9 Administrative Clarifications

CTS reserves the right to contact Vendor for clarification of Response contents.

3.10 Proprietary Information/Public Disclosure

Any information contained in the Response that is proprietary or confidential must be clearly designated. Marking of the entire Response or entire sections of the Response as proprietary or confidential will not be accepted nor honored. CTS will not accept Responses where pricing is marked proprietary or confidential, and the Response will be rejected.

To the extent consistent with Chapter 42.56 RCW, the Public disclosure Act, CTS shall maintain the confidentiality of Vendor’s information marked confidential or proprietary. If a request is made to view Vendor’s proprietary information, CTS will notify Vendor of the request and of the date that the records will be released to the requester unless Vendor obtains a court order enjoining that disclosure. If Vendor fails to obtain the court order enjoining disclosure, CTS will release the requested information on the date specified.

The State’s sole responsibility shall be limited to maintaining the above data in a secure area and to notify Vendor of any request(s) for disclosure for so long as CTS retains Vendor’s information in CTS records. Failure to so label such materials or failure to timely respond after notice of request for public disclosure has been given shall be deemed a waiver by Vendor of any claim that such materials are exempt from disclosure.


http://apps.leg.wa.gov/RCW/default.aspx?cite=42.56

3.11 Waive Minor Administrative Irregularities

CTS reserves the right to waive minor administrative irregularities contained in any Response. Additionally, CTS reserves the right, at its sole option, to make corrections to Vendors’ Responses when an obvious arithmetical error has been made in the price quotation. Vendors will not be allowed to make changes to their quoted price after the Response submission deadline.

3.12 Errors in Response

Vendors are liable for all errors or omissions contained in their Responses. Vendors will not be allowed to alter Response documents after the deadline for Response submission. CTS is not liable for any errors in Responses. CTS reserves the right to contact Vendor for clarification of Response contents.

3.13 Amendments/Addenda

CTS reserves the right to change the Schedule or other portions of this RFQQ at any time. Any changes or corrections will be by one or more written amendment(s), dated, and attached to or incorporated in and made a part of this solicitation document. If there is any conflict between amendments, or between an amendment and the RFQQ, whichever document was issued last in time shall be controlling.

3.14 Right to Cancel

With respect to all or part of this RFQQ, CTS reserves the right to cancel or reissue at any time without obligation or liability.

3.15 Contract Requirements

To be responsive, Vendors must indicate a willingness to enter into a Contract substantially the same as the Contract in Appendix B, by signing the Certifications and Assurances (Appendix A). Any specific areas of dispute with the attached terms and conditions must be identified in the Response and may, at the sole discretion of CTS, be grounds for disqualification from further consideration in the award of a Contract.

Vendor must explain why each item proposed as additional contract terms is in CTS’ best interest as a customer and how it will support CTS’ business objectives. Under no circumstances is a Vendor to submit their own standard contract terms and conditions as a response to this solicitation.

Instead, Vendor must review and identify the language in Appendix B that Vendor finds problematic, state the issue, and propose the language or contract modification Vendor is requesting. CTS expects the final Contract signed by the ASV to be substantially the same as the contract located in Proposed Contract (Appendix B).

If Responses are from a Reseller, wherever the suppliers offers selected customers more suitable terms and conditions of supply, Vendors shall recommend these terms and help CTS to obtain them wherever possible.


Where terms and conditions cannot be changed and may have negative consequences on the quality of goods and services or their supply, Vendors are required to recommend methods of mitigating or limiting these negative consequences.

The foregoing should not be interpreted to prohibit either party from proposing additional contract terms and conditions during negotiation of the final Contract.

The ASV will be expected to execute the Contract within ten (10) Business Days of its receipt of the final Contract. If the selected Vendor fails to sign the Contract within the allotted ten (10) days’ time frame, CTS may elect to cancel the award, and award the Contract to the next ranked Vendor, or cancel or reissue this solicitation.

3.16 Incorporation of Documents into Contract

This solicitation document and the Response will be incorporated into any resulting Contract.

3.17 No Best and Final Offer

CTS reserves the right to make an award without further discussion of the Response submitted; i.e., there will be no best and final offer request. Therefore, the Response should be submitted on the most favorable terms that Vendor intends to offer.

3.18 No Costs or Charges

No costs or charges under the proposed Contract may be incurred before the Contract is fully executed.

3.19 Minority and Women’s Business Enterprises

CTS strongly encourages participation of minority and women businesses. Vendors who are Minority and Women’s Business Enterprises (MWBE) certified or intend on using MWBE certified Subcontractors are encouraged to identify the participating firm on Appendix C. No minimum level of MWBE participation is required as a condition of receiving an award and no preference will be included in the evaluation of Responses in accordance with chapter 39 RCW. For questions regarding the above, contact Office of MWBE at (360) 753-9693.

3.20 No Obligation to Contract/Buy

CTS reserves the right to refrain from Contracting with any and all Vendors. Neither the release of this solicitation document nor the execution of a resulting Contract obligates CTS to make any purchases.

3.21 Non-Endorsement and Publicity

In selecting a Vendor to supply Products to the state of Washington, the State is neither endorsing Vendor’s Products, nor suggesting that they are the best or only solution to the State’s needs. By submitting a Response, Vendor agrees to make no reference to CTS or the state of Washington in any literature, promotional material, brochures, sales presentation or the like, regardless of method of distribution, without the prior review and express written consent of CTS.


3.22 Withdrawal of Response

Vendors may withdraw a Response that has been submitted at any time up to the Response due date and time (identified on the Schedule, Section 2). To accomplish Response withdrawal, a written request signed by an authorized representative of Vendor must be submitted to the RFQQ Coordinator. After withdrawing a previously submitted Response, Vendor may submit another Response at any time up to the Response submission deadline.

3.23 Optional Vendor Debriefing

Vendors who submit a Response may request an optional debriefing conference to discuss the evaluation of their Response. The requested debriefing conference must occur on or before the date specified in the Schedule (Section 2). The request must be in writing (fax or e-mail acceptable) addressed to the RFQQ Coordinator.

The optional debriefing will not include any comparison between the Response and any other Responses submitted. However, CTS will discuss the factors considered in the evaluation of the requesting the Response and address questions and concerns about Vendor’s performance with regard to the solicitation requirements.

3.24 Protest Procedures

Vendors who have submitted a Response to this solicitation and have had a debriefing conference may make protests. Upon completion of the debriefing conference, a Vendor is allowed five (5) Business Days to file a formal protest of the solicitation with the RFQQ Coordinator. Further information regarding the grounds for, filing and resolution of protests is contained in Protest Procedures (Appendix D).

3.25 Selection of Apparently Successful Vendor

All Vendors responding to this solicitation will be notified by mail or e-mail when CTS has determined the ASV(s). The ASV(s) will be the respondent who:

Meets all the requirements of this RFQQ; and Submits the response that achieves the highest total score (see Section 7).

The date of announcement of the ASV(s) will be the date the announcement letter is postmarked, or if emailed the date the e-mail is sent.

3.26 Electronic Availability

The contents of this RFQQ and any amendments/addenda and written answers to questions will be available on the WaTech web site at: http://watech.wa.gov/procurement-announcements. The document(s) will be available in Microsoft Word & Excel.

3.27 Allowable Additions

Vendors who have executed a Contract may revise their offerings to reflect changed Products and Services appropriate to the scope of the Contract, and may submit new Products and Services with associated prices subject to provisions set forth in the Contract terms and conditions. New or changed Products and Services submitted by Vendor shall meet mandatory requirements established in this solicitation document or subsequent revisions, and may be



included in the Contract at the option of CTS and shall be accomplished via an amendment to the Contract. A Contract amendment shall not be required for products added to the Avaya price list, if such products are in one of the categories covered in the scope of this acquisition. Any new products approved by the Contract Administrator will be subject to the product discount in effect at that time.


SECTION 4

4 VENDOR REQUIREMENTS

COMPLIANCE WITH ALL SECTIONS OF SECTION 3 IS REQUIRED. FAILURE TO FOLLOW THESE ADMINISTRATIVE REQUIREMENTS MAY RESULT IN IMMEDIATE DISQUALIFICATION

4.1 (M) Vendor RequirementsVendors must state in their response that they have read, understand, and will fully comply with each of the following Requirements.

4.1.1 Vendor’s RFQQ response has been signed by an individual authorized to bind the responding organization in a Contract.

4.1.2 Vendor has read, understands, and fully accepts the procedures, review criteria, and all other administrative requirements set forth in this RFQQ.

4.1.3 Vendor will be the single focal point for all issues related to purchase of service, billing, and problem resolution.

4.2 (M) Vendor Profile4.2.1 Vendor must provide a description of their company (including business locations, size, areas of

specialization and expertise, client base, and any other pertinent information that would aid an evaluator in formulating a determination about the stability and strength of the entity), including the Vendor organization’s experience and history with providing User Experience Consultant Services.

4.2.2 The legal entity – for example, a private or public corporation – together with its name and registered address.

4.2.3 The total number of years the legal entity has been in business and, if appropriate, the number of years under the present business name.

4.3 (M) OEM Certifications and Experience

4.3.1 Vendors selected to perform work under this contract, must be the original equipment manufacturer or, as of the response due date, be an Avaya Diamond Business Partner in the United States. CTS will verify this status using the partner locator on the Avaya website http://www.avaya.com/usa/partner-locator/ or if necessary through written correspondence with Avaya.

4.3.2 In the event that the vendor loses its Diamond rating the State at its sole discretion may decide whether or not to terminate any contract resulting from this RFQQ.

4.3.3 Vendor must have a minimum of thirty-six (36) months’ experience supplying, installing, servicing and maintaining Avaya PBXs & equipment substantially similar to those listed in Appendix E.

http://www.avaya.com/usa/partner-locator/

4.4 (M) Use of Subcontractors

CTS will accept Responses that include third party involvement only if the Vendor submitting the Response agrees to take complete responsibility for all actions of such Subcontractors. Vendors must state whether Subcontractors are/are not being used. CTS reserves the right to approve or reject any and all Subcontractors that Vendor proposes.

Specific restrictions apply to contracting with current or former state employees pursuant to chapter 42.52 RCW. Vendors should familiarize themselves with the requirements prior to submitting a Response.

4.5 (M) InsuranceThe ASV will be required to obtain insurance to protect the State should there be any claims, suits, actions, costs, or damages or expenses arising from any negligent or intentional act or omission of the Vendor or its Subcontractor(s), or their agents, while performing work under the terms of any Contract resulting from this solicitation. Vendors will find a complete description of the specific insurance requirements in the proposed contract terms in Appendix B, Terms and Conditions.

4.6 (M) Invoice RequirementsThe ASV will submit properly itemized electronic invoices to each purchaser/agency. Invoices shall include, at a minimum:

1) Account number;

2) Invoice number;

3) Bill date;

4) Due date;

5) Vendor name, address and phone number, remittance address if different;

6) Contract number;

7) Net invoice price for each item without applicable Contract discounts;

8) Net invoice price for each item with applicable Contract discounts;

9) Total invoice price excluding sales tax;

10) Sales or other applicable taxes;

11) Total invoice price including sales and other applicable taxes.

4.7 (M) Vendor Account ManagerVendor shall appoint a dedicated Account Manager who will provide oversight of Vendor contract activities. Vendor’s Account Manager will be the principal Point of Contact (POC) concerning Vendor’s performance under this Contract. Vendor shall notify the CTS Contract Administrator, in writing, when there is a new Vendor Account Manager assigned to this Contract. The Vendor Account Manager information is:

Name of Account Manager:Address:Phone:Email:


Fax:

4.8 (M) Vendor Licensed to do Business in WashingtonWithin thirty (30) days of being identified as the ASV, Vendor must be licensed to conduct business in the State of Washington, including registering with the Washington State Department of Revenue (DOR). The Vendor must collect and report all applicable taxes.

4.9 (M) Prior Contract Performance4.9.1 Vendor must submit full details of all Terminations for Default for performance similar to the

Products requested by this RFQQ experienced by the Vendor in the past five (5) years, including the other party’s name, address and telephone number.

4.9.2 “Termination for Default” is defined as notice to Vendor to stop performance due to the Vendor’s non-performance or poor performance and the issue was either: (a) not litigated; or (b) litigated and such litigation determined the Vendor to be in default.

4.9.3 Vendor must describe the deficiencies in performance, and describe whether and how the deficiencies were remedied. Vendor must present any other information pertinent to its position on the matter.

4.9.4 CTS will evaluate the information and may, at its sole discretion, reject the Response if the information indicates that completion of a Contract resulting from this RFQQ may be jeopardized by selection of the Vendor.

4.9.5 If the Vendor has experienced no such Terminations for Default in the past five years, so declare.

4.10 (M) Highest Standard

Vendor shall abide by the highest standards of care when accessing and working with CTS and its Customer’s data.

4.11 (D) Vendor Employee Arbitration ClausePursuant to Executive Order 18-03, CTS seeks to contract with qualified Vendors that can demonstrate or will certify that their employees are not required to sign, as a condition of employment, mandatory individual arbitration clauses and class or collective action waivers. Please demonstrate or certify.

4.12 (M) Assumption of CTS Account

Vendor must be able to assume responsibility for the CTS account upon contract award. Because all of the Avaya systems owned by CTS are currently in production and are covered by Avaya maintenance contracts, we do not envision the need for a transition period.

4.13 (M) Account Support

Vendor must provide the State with each of the following:

4.1.1 A dedicated account manager to oversee all aspects of the State account and who will be the primary contact for resolution of account support issues; and

4.1.2 A dedicated service representative who will assist with support issues or problems; and


4.1.3 A system engineer to serve as a single point of contact for design and engineering issues.

4.14 (MS 20) Client References - Optional for CTS4.14.1 All responding Vendors shall provide as references the company names and addresses, type of

business, telephone numbers, e-mail addresses, and contact person for two (2) current, non-vendor affiliated commercial and/or government references.

One reference must be for a customer with a CM version 7 series system or newer with multiple remotes and over 3000 installed lines

One reference must be for a site with a call center with an Experience Portal and 50 or more agents on duty during a shift and CMS.

4.14.2 The Services purchased by these clients should be similar to those requested by this RFQQ.

4.14.3 Vendor must have been the primary Vendor of the installation or must have been responsible for maintaining it for a minimum of one year.

4.14.4 References must not be from a person, company or organization with any special interest, financial or otherwise, in the Vendor.

4.14.5 The systems must have been installed and operational for not less than one (1) year prior to the RFQQ response due date. Alpha or beta sites will not be accepted.

4.14.6 At least one of these references must be for a system located in the State of Washington installed by vendor and under current vendor-provided maintenance. Vendor must note which reference meets this requirement.

4.14.7 Current employees of the state of Washington Consolidate Technology Services may not be used as a reference.

4.14.8 CTS may contact, at its discretion, other Vendor clients for references. CTS will use a Client Reference Form (Appendix G) to check references.

4.14.9 To the extent a Response may give rise to confidentiality obligations, CTS will not sign an NDA to receive the information. Instead, please respond with sufficient information to enable CTS to evaluate and contact the Client Reference. CTS expects the contact information to be provided, and will not coordinate contacting a reference through the Vendor.

4.14.10 In the event that one of the provided references is a member of the evaluation team, CTS will contact the Vendor for an alternate reference. The alternate reference shall be provided timely and must be available during the evaluation period.

4.14.11 CTS will make one (1) attempt to contact the client and obtain a reference, CTS will leave voicemail, and send an email and it is acceptable if a return call is received within the timeframe set forth in Schedule – Section 2. If a contact cannot be made, the reference will be disallowed.

4.14.12 It is the Vendor’s responsibility to provide CTS with references that will be timely and available during the evaluation period set forth in Schedule – Section 2. CTS reserves the right to eliminate from further consideration in this RFQQ process any Vendor who, in the opinion of CTS, receives an unfavorable report from a Vendor. CTS also reserves the right to contact other Vendor Purchasers for additional references for consideration.


4.15 (M) In-State Presence / Regional Support Location

The Apparently Successful Vendor must have, or agree to establish within forty-five (45) days of award notification, a place of business within Washington State. All Authorized Purchaser orders and communications will be through an in-state location and all services provided to Authorized Purchasers will be initiated from an in-state location. Authorized Purchasers shall not be required to deal with any persons other than the contracted Vendor. A Subcontractor cannot fulfill this requirement for Vendor.

As part of the Contract resulting from this RFQQ, the Apparently Successful Vendor must provide the address, phone number, e-mail contact and FAX number of the place of business that meets this requirement.

4.16 (MS 5) In-State Customer Base

Describe your current customer base for the Avaya product line in the State of Washington, including number and type of systems located in the state, ports/licenses under maintenance in-state, and functionality supported. Responses detailing supported systems in locations where Purchaser has significant Avaya PBX operations (Reference Appendix E) will receive the highest scores.

4.17 (M) Equipment, Components and Spare Parts

Vendor must be an authorized distributor of all Avaya PBX, Voicemail, IVR, Call Recording and CMS systems and products. Vendor must have at least one year experience at providing, installing, monitoring and maintaining Avaya PBXs and associated hardware (UPS, routers, data switches, etc.) and software, IVR systems, Call Recording and Call Management systems.


4.1.4 All PBXs, components, spare parts and ancillary equipment purchased under this agreement must be of new manufacture and in current standard production, unless a requirement for used or refurbished equipment is specifically stated by CTS in writing.

4.1.5 System and application software purchased for new systems under this agreement must be the most current released version as of the date of purchase unless otherwise stated by the purchaser. Vendor must also be able to upgrade CTS systems to current release software within three (3) months upon request.

4.1.6 Vendor is responsible for ensuring that all PBXs, components, spare parts, software and ancillary equipment purchased under this agreement are operable and installed in accordance with manufacturers’ specifications.

4.1.7 Vendor is responsible for resolving any Avaya equipment compatibility issues associated with interfacing a PBX purchased under this agreement with public or private networks or transmission facilities.

4.18 (M) IVR Application Development

Vendor must be an Experience Portal Application Developer and a member of the Avaya Developer Connection or must provide subcontracted access to Avaya Developer Connection members (http://www.devconnectmarketplace.com/) who are capable of developing integrated IVR applications. Developer must be able to maintain current Experience Portal applications and provide design, development, and maintenance services for new Experience Portal applications. Interactive Northwest, Inc. is the current developer of most of the state’s Avaya Experience Portal applications.

4.19 (M) Software Programming

CTS may perform station reviews and do some or all of the programming required for new installations or contract with the vendor, at a rate not to exceed Vendor's hourly labor rate shown in Vendor's price list, to do some or all of this work. CTS will work with the vendor to insure responsibilities for tasks and timelines are clear. CTS will be given administrative access to the PBX software to do system programming in advance of system cutover as required.

4.20 (M) Business Partners

Vendor warrants that CTS will have a direct license, warranty, and or maintenance contract with Avaya. If a Non-OEM Vendor is reselling Avaya maintenance from the Price List, it must arrange with Avaya for a direct license or pass through of the Avaya warranties/terms for the Products/Services and shall obtain the written commitment of Avaya to provide maintenance and support. Vendors must provide a written statement (if Vendor is not Avaya, then the statement must be from the Avaya) that Avaya has dedicated resources during the contract negotiation period set forth in Section 2 to negotiate all applicable terms directly with CTS prior to the Contract Effective date. For the avoidance of doubt, this clause does not restrict CTS’ ability to procure Avaya goods and services directly from Avaya Fulfillment Partners through other contracts or other competitive processes.


4.21 (M) Statewide Vendor Registration

Vendors who are awarded a Contract under this RFQQ must register in the Statewide Vendor Payment Registration system prior to being awarded a contract. The Washington State Office of Financial Management (OFM) maintains a central Vendor registration file for Washington State agencies to process Vendor payments. Purchasers who are Washington state agencies cannot make payments to vendors until the vendor is registered.

To obtain registration materials go to http://www.ofm.wa.gov/isd/vendors.asp. The form has two parts; Part 1 is the information required to meet the above mandatory registration requirement. Part 2 allows the state to pay invoices electronically with direct deposit. The State of Washington urges all vendors to sign up for this payment option. The State of Washington currently makes direct deposit payments using the CCD (Cash Concentration or Disbursement) format and mails invoice / account information to vendors two days prior to the date of deposit.

4.22 (M) Fulfillment Partner Management

The Vendor shall manage multiple fulfillment partners to fulfill the Purchasers orders. Please describe the proposed management strategy with respect to Fulfillment Partner management, audits and reporting. Please include a list of the Fulfillment Partners the Vendor is authorized to work with for product fulfillment.


SECTION 5

5. TECHNICAL AND SERVICE REQUIREMENTS


5.1 (MS 5) PBX Experience

Provide a summary of your firm’s experience providing Avaya PBX equipment and services to large organizations, including a description of the total number of ports currently under Vendor maintenance and a description of the types of service(s) provided.

5.2 (MS 15 total, five points each) Installation, Service, and Maintenance Experience

Provide a description of your firm’s experience in each of the following areas:

5.1.1 (MS, 5) Installing and maintaining Avaya PBX systems for customers operating over a large geographic area like the State of Washington.

5.1.2 (MS, 5) Installing and maintaining call centers with at least 50 agents for a minimum of 3 customers. The Response to this section must include information on your firm’s ability to manage and maintain CMS and advanced call center & contact center functionality.

5.1.3 (MS, 5) Installing, servicing and maintaining Voice Portal or Experience Portal for applications with 50,000 or more calls per month.

5.3 (MS 10) Personnel Availability

Provide the number of qualified Avaya repair personnel, your firm currently has stationed full time at locations within two hours driving time of CTS’ PBX locations (Reference Appendix E). Responses describing the greatest number of qualified technical personnel available in locations nearest those locations where CTS has significant Avaya PBX operations (Reference Appendix E) will receive the highest scores.

5.4 (MS 5) System Monitoring

CTS requires that its PBX systems be monitored 24 hours a day 7 days a week and that outages be responded to regardless of the time of day or night. Describe the ability of your Network Operating Center (NOC) to monitor our systems and to dispatch technicians statewide to respond to unscheduled outages outside Normal Business Hours.

5.5 (M) System Useful Life

The system and any major end items (IVR systems, UPS, routers, data switches, etc.) purchased must have a minimum useful life of seven (7) years without major modification. The Apparently Successful Vendor must agree to support or to arrange support acceptable to the State for services such as maintenance, repair parts and programming for the useful life of such item.


5.6 (MS 10) Logistical Support and Sparing

Describe your current logistical support base within the State of Washington to include a general description of your stocks of Avaya spare parts and the locations where they are stored. Responses detailing maintenance stores that support the CTS equipment base and locations (Reference Appendix E) will receive the highest scores.

5.7 (MS 5) Emergency System Replacement

Describe your firm’s ability to replace medium and large Avaya PBX platforms in an emergency situation such as a system being damaged or destroyed by water, fire, or other disaster. Responses indicating a clear and convincing capability to rapidly replace these systems statewide will receive the highest scores.

5.8 (MS 5) System Implementation

Describe your ability to implement PBX systems within the State of Washington. How many Project Managers qualified on medium to large Avaya platforms are available and what cities are they located in. Responses describing a clear ability to effectively install on a statewide basis will receive the highest scores.


SECTION 6

6. SYSTEM SUPPORT REQUIREMENTS


6.1 (M) System Delivery

6.1.1 (M) Delivery Responsibility

The Vendor assumes responsibility for the delivery, installation and maintenance of all Vendor-supplied equipment, software and support services proposed. Unless otherwise indicated, all systems will be cutover outside of Normal Business Hours or on weekends.

6.1.2 (M) Delivery Commitment

The Vendor must contractually commit to having the complete PBX system delivered, installed and operational in accordance with a schedule negotiated with the State. Vendor must be capable of onsite delivery of any equipment and licenses within four (4) weeks of receipt of an order from Purchaser.

6.2 (M) Acceptance Testing

6.2.1 The State requires a successful, trouble-free Acceptance period of thirty (30) consecutive days prior to formally accepting PBX systems and rendering payment. Acceptance Testing will begin at 8:00 AM on the 1st business day of system cutover. In the event that a phased cutover is required for a large project, acceptance will begin the first business day after the first substantial cutover.

6.2.2 The Standard of Performance for a Product is defined as a one hundred percent operational Effectiveness Level during the Acceptance Testing period set forth below. Standard of Performance is also applicable to any additional, replacement, or substitute Product and any Product that is modified by or with the written approval of Vendor after having been Accepted.

6.2.3 Minor faults (such as one or two defective sets) that are promptly resolved will not normally be the basis for failing acceptance. During the acceptance testing period, the performance of all systems will be checked and monitored.

6.2.4 This includes without limitation all of the following items:

6.2.4.1 All common control hardware

6.2.4.2 All software and software applications (ACD, Voicemail interfaces, etc.);

6.2.4.3 All call processing;

6.2.4.4 All rectifiers, power supplies and battery backup;

6.2.4.5 All major system alarms;


6.2.4.6 All routers, switches, busses, backplanes, time slots, channels, card slots, CSUs and internal cabling;

6.2.4.7 All diagnostic printouts detailing service problems; and

6.2.4.8 Vendor activation of all internal and external diagnostics programs during the 30 day acceptance.

6.2.5 In the event the Product does not meet the Standard of Performance during the initial period of Acceptance Testing, Purchaser may, at its discretion, continue Acceptance Testing on a day-to-day basis until the Standard of Performance is met. If after sixty (60) calendar days, the Product still has not met the Standard of Performance, Purchaser may, at its option: (1) declare Vendor to be in breach of the resulting Contract and terminate the order or the Contract; or, (2) demand replacement Product from Vendor at no additional cost to Purchaser; or, (3) continue the Acceptance Testing for an additional thirty (30) calendar days or other appropriate time period decided by CTS. Vendor shall pay all costs related to the preparation and shipping for Product returned pursuant to this section as well as any labor costs associated with the replacement. Purchaser’s option to declare Vendor in breach and terminate this Order or this Contract shall remain in effect until exercised or until such time as Acceptance Testing is successfully completed.

6.3 (M) Equipment and Software Documentation

The Vendor must provide manufacturer’s documentation for all equipment and software purchased, including items purchased from third parties such as UPS, announcement devices, etc. Documentation must be provided for free and via the Avaya Support Website.

6.4 (M) Installation Overview

6.4.1 Installation

Upon CTS' request, Vendor must provide on-site support for site installations as an option. Installation of a new PBX may include some or all of the following services as specified by the State. Charges for these services will be estimated using per hour labor rates stated on the Vendor’s Price List submitted with its Response.

6.4.1.1 Project planning and management;

6.4.1.2 Conducting site surveys;

6.4.1.3 Conducting station reviews to identify user requirements;

6.4.1.4 Analysis of user system requirements: (i) programming of the system and station databases to include any ACD or special applications, and (ii) the initial development of potential solutions and resource requirements to support more complex applications such as, IVR and CTI;

6.4.1.5 Installation of the PBX and all associated hardware and software;

6.4.1.6 Installation and labeling of telephones;

6.4.1.7 Installation and wiring of the MDF and cross connects to building IDFs;


6.4.1.8 Installation, wiring and testing of any Power Failure Transfer Equipment and Stations;

6.4.1.9 Testing of all PBX stations, trunks and functions;

6.4.1.10 Testing of alarms to verify proper response and notification from the NOC to CTS;

6.4.1.11 Providing an on-site Avaya qualified technician during and after the cutover until the PBX and all software features and instruments are working properly;

6.4.1.12 Providing on-site user training for the types and quantities of telephones that are purchased.

6.4.2 Travel Costs

CTS will not reimburse Vendor for travel and expenses. All cost must be included in hourly rates submitted on Appendix E. See Section 7.5 Presentation of All Cost Components

6.4.3 Project Manager

Vendor must designate a program manager for all CTS projects within the CTS account. The purchaser has right of refusal over Vendor’s program manager and any replacement. The program manager shall produce and maintain a complete portfolio for all Vendor-related projects it supports for CTS. The program manager shall also clearly identify dependencies, issues and risks between projects as well as produce detailed progress reports on all projects to the CTS Program Manager on a monthly or weekly basis as agreed to by CTS.

NOTE: CTS strongly desires that the Apparently Successful Vendor designate two (2) program managers (a primary and a backup) familiar with the State’s projects to minimize turmoil.

6.4.4 Installation Support Plan

Vendor must coordinate a support plan for each installation. At a minimum, the following areas must be addressed:

6.4.4.1 Site preparation;

6.4.4.2 Vendor testing and acceptance procedures;

6.4.4.3 Requirements for access to the site for project personnel, including installation technicians, software developers, trainers and help desk personnel;

6.4.4.4 Schedules for Station reviews and database collection, including meeting with individuals responsible for business planning to aid in the design and development of system capabilities to match customer needs; and

6.4.4.5 A detailed training plan to include online videos and other resources as well as onsite training events.

6.4.5 Facility RequirementsState of Washington Avaya PBXConsolidated Technology Services Page 29 N19-RFQQ-055

Vendor must, as part of the installation plan, provide specifications for any equipment being installed. This includes:

6.4.5.1 Air conditioning;

6.4.5.2 Electrical requirements;

6.4.5.3 Special grounding;

6.4.5.4 Specialized flooring requirements;

6.4.5.5 All station (MDF, Jack) and system (POP) cabling requirements;

6.4.5.6 Weight (floor loading);

6.4.5.7 Space requirements;

6.4.5.8 Humidity and temperature limits;

6.4.5.9 Noise level;

6.4.5.10 Special handling for chemicals and toxic fumes; and

6.4.5.11 Any other considerations critical to the installation.

6.4.6 Pre-installation presentation

Vendor must participate in pre-installation planning sessions to address the needs and concerns of site users. One or two visits may be required for small locations with less than 100 users; several visits may be necessary for larger sites.

6.5 (M) Documentation

6.5.1 User guides

Vendor must provide to each user, at no additional cost, a detailed user guide for the type of instrument that user is assigned.

6.5.2 Quick Reference Guide

Vendor must provide, at no additional cost, a quick reference guide of basic features and speed call programming for each user.

6.6 (M) Training

The following sections apply to training, which may be provided with the PBX installation, or as a separate service, which can be purchased at any time after the installation of the PBX.

6.6.1 End User Training

6.6.1.1 Overview

Training must be at the purchaser location, hands-on, using fully functioning telephone station equipment that will be used by the trainees in their work environment. No training class size will exceed twenty (20) personnel, nor cover more than one specific type of telephone instrument. Training will normally commence one (1) week and at most three (3) weeks prior to the


system cutover and be completed prior to system cutover. If a phased cutover strategy is used, training will be prior to each phase of the cutover.

6.6.1.2 Training Facilities and Equipment

Instruments used for telephone training must be programmed, tested, set up on the training room table(s) and fully operational for users to practice all features before the close of the business day prior to the first scheduled training class at CTS’ option. Vendor must provide all training instruments and cabling to support these instruments.

6.6.1.3 Training Follow-up

Vendor representatives must be available on site for the first full business day after system cutover to assist console operators, answer questions, and provide training, an on-site help desk, and any necessary assistance on system operation, unless released earlier by the State’s project manager.

6.6.1.4 Console Operators Training

This training must provide attendant console operators with an in-depth understanding of the console, including all related displays, controls and features. The training session must provide an opportunity to practice using an active console. Console operators will also be trained on all varieties of station equipment used by the office controlled by that console. A minimum of three (3) hours of training is required.

6.6.1.5 Answering Position Training

Receptionists at designated intermediate answering positions may need more extensive training than voice terminal users. In many cases their terminals are unique and as such would require in depth instruction on all displays, buttons and any additional features.

6.6.1.6 (M) Training Videos

Vendor must provide Training Videos on how to use Telephones, Voicemail, CMS Supervisor Software, and Softphones.

6.6.2 Administrator Training

Vendor must provide administrator training for new products, services and technologies within six months of the product release. Training must be provided onsite or via a remote classroom as agreed to by CTS.

6.7 (M) Warranty

Maintenance will commence immediately after the State’s acceptance of the system. The vendor’s maintenance pricing should reflect that. The State will continue to receive a one year advanced replacement warranty on phones and parts. The State will notify Avaya of the defective part and be provided a next day replacement. The state will return the defective part to Avaya or their business partner within 30 days.


6.8 (M) Response Requirement

Vendor must respond to emergency and routine maintenance requests. Vendor must be able to respond to emergency requests 24 hours-a-day, 7 days-a-week. Response to all maintenance requests is specified in the stated requirements.

6.9 (M) Maintenance Plans

The following maintenance plans contained in this Section are mandatory for PBXs and all supported adjuncts. The State may elect to subscribe to any combination of these plans. Vendor may propose other plans, such as “Managed Assist” in addition to those listed in this RFQQ, which may be added to the resulting contract at CTS’ sole option.

6.10 (M) Emergency Maintenance

Emergency Maintenance response applicable to all plans & services: During the State’s Business Hours (7:00 AM to 6:00 PM Monday through Friday), remote technicians must begin work on problems within 30 minutes of notification or receipt of a major alarm and on-site response time for an emergency maintenance condition must be within two (2) hours after vendor notification. (As an exception, the onsite response time for McNeil Island is 4 hours subject to transportation). Outside of prime business hours, the State expects remote technicians to begin work within 60 minutes and respond on site within 4 hours or less. The time it takes to correct an emergency situation shall not exceed eight (8) hours. Emergency conditions that exist at a site or systems as referred to herein include, but are not limited to:

6.10.1 Total system failure(s);

6.10.2 Failure of a processor;

6.10.3 Failure of a gateway;

6.10.4 Failure of one or more T1 cards or CSUs;

6.10.5 Failure of 25% or more trunk circuits;

6.10.6 Failure of signaling;

6.10.7 Failure of system power;

6.10.8 Failure of 10% or more than 20 voice terminals, whichever is less;

6.10.9 Failure of remote diagnostic capability;

6.10.10 Failure of 10% or greater of voice adjunct connections or capacity;

6.10.11 Failure of a paging system connection; and

6.10.12 Failure of an attendant console.

6.11 (M) Routine Maintenance

Unless otherwise specified by the authorized purchaser, routine maintenance response times must be within eight (8) hours after receipt of a routine maintenance call and shall be performed during Normal Business Hours. When on-site, the Vendor must report to the designated on-site coordinator prior to beginning work and again after completion of the service call and provide a status report.


6.12 (M) Technician Qualifications

6.12.1 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting VMWare platforms to include product such as Avaya Virtual Platform (AVP) and Avaya Converged Platform (ACP).

6.12.2 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya Experience Portal.

6.12.3 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Call Recording.

6.12.4 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya software product including but not limited to Equinox, One-X Agent, One-X Communicator, Avaya Communicator for Lync, Avaya Control Manager, and Avaya Central Agent Management.

6.12.5 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya software services including but not limited to Avaya Aura Device Services, Avaya Presence Services, and Breeze Services.

6.12.6 Vendor personnel must have a minimum of two years' experience with and must have received formal training on supporting Avaya Oceana Contact Center including but not limited to Dynamic Support Systems, Experience Portal IVR integration, Agent Workspaces, Ocean analytics, and Avaya Contact Center Control Manager.

6.12.7 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya Data Network equipment including but not limited to router and switch configurations.

6.12.8 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting SIP Integration via Session Manager of third party devices including but not limited to Audio Codes and ValCom paging systems.

6.12.9 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya Session Manager and Session Border Controller routing as well as trunking and remote worker configuration.

6.12.10 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya SIP endpoints.

6.12.11 Vendor personnel must have a minimum of three years' experience with and must have received formal training on supporting Avaya Meeting Exchange, Avaya Aura, amd Avaya Equinox Conference Bridge Solutions.

6.13 (M) Common Features –All Maintenance Plans


6.13.1 The Vendor must provide each of these plans for the duration of the contract period. The systems which may be covered under these maintenance plans may include, at the option of CTS, some, all or none of the CTS systems listed in Appendix E and any new systems that are installed as a result of purchases under this contract. CTS could assume responsibility for the operation of other State systems or provide support using this contract under a service agreement with another public agency.

6.13.2 Remote Monitoring: As part of the maintenance plans, all systems will be electronically monitored by a Vendor-provided centralized management system on a 7 day-a-week, 24 hour-a-day basis. Upon identification of an outage, major alarm or potentially service-affecting fault, Vendor must notify the State of the situation within 60 minutes. If the situation occurs outside of the prime business hours as defined in the contract, the State’s representative is responsible for authorizing repair or taking other appropriate action. Vendor will maintain on call technicians who can be dispatched on a time and materials basis 24 x 7.

6.13.3 CTS has maintenance permissions on all of its systems. Vendor’s maintenance plans must include Avaya maintenance permissions as part of the quoted rates.

6.13.4 In the event that it appears a problem cannot be resolved quickly by the vendor’s maintenance personnel, the problem must be immediately escalated to the manufacturer’s national Tier 3 or Tier 4 support staff. Any service affecting problem that cannot be resolved with 2 hours must be escalated to a higher tier.

6.13.5 Vendor must maintain Avaya Qualified technicians at locations statewide where they can respond to situations requiring emergency repairs within the required two (2) hour response time. Because of the density of systems in the Olympia area and their impact on the State’s business, the vendor must maintain a technician within one hour driving time to the immediate Olympia area during the State’s Prime Business Hours as defined in the contract.

6.13.6 The vendor must maintain a crash kit containing common parts for PBX, voice mail and IVR systems within an hour of the Olympia and Spokane areas. CTS will work with the vendor to establish the contents of the crash kit based on CTS’ installed base and will, if required, provide a locked cabinet within its area to store this equipment.

6.13.7 From time to time CTS project managers or technicians need assistance to determine how a feature works or how to implement it. Vendor will provide this service at no additional cost.

6.13.8 Patches versus maintenance: Avaya frequently issues software updates and patches to correct service affecting issues with its applications. Patches are provided at no cost to the customer and will be loaded by Avaya certified technicians at no additional charge to the State.

6.13.9 CTS will be billed at the Vendor's contracted maintenance rate for any time and materials maintenance work that it requests and is not covered in other sections of the contract.


6.13.10 If the vendor feels that a particular situation warrants additional reimbursement by CTS, the Vendor’s representative must formally present the issue in writing to the CTS contracting officer. The request must include a detailed description of the incident and why the vendor feels it is the customer’s responsibility along with any charges that the vendor claims. If the contracting officer feels the incident warrants a charge they will authorize the vendor to prepare an invoice for any charges that are recognized.

6.13.11 Vendor will not charge CTS for any parts that are covered by a maintenance plan.

6.14 (M) Plan 1: Business Hour PBX Maintenance

6.14.1 Business Hours

Vendor will provide maintenance during the State’s prime business hours (7:00 AM to 6:00 PM, Monday through Friday excluding holidays).

6.14.2 Outside Hours

For maintenance outside of Prime Business Hours, the customer will be charged for labor at the rate(s) listed in Vendor’s quote.

6.14.3 Pricing

Maintenance will be quoted on a per license basis, and will include all of the hardware components and software on the PBX system. This includes but is not limited to the PBX, station and ACD software; all associated common control and data switches; routers; line cards; announcement cards; gateways; and CSUs. It also includes separate processors such as those used for voice mail, IVR, WFO/ACR or CMS systems that are provided by Avaya. UPS' that will be quoted separately, telephone instruments and other special components provided by third parties.

6.14.4 License Count Determination

The license count for determining monthly maintenance charges will be derived using Licensed “Stations capacity” from the system capacity report. Maintenance charges will be based on in use licenses and not on total licenses installed. To minimize administrative burden the vendor and the State will agree on counts per system that will be used for billing on an annual, quarterly or monthly basis. Upon installation of a new system the maintenance charge for the period to the next billing cycle will be billed upon system acceptance. Either the State or Vendor may request that the count on specific switches be recalculated based on unforeseen events or in the event it is believed the count varies by more than 5%.

6.14.5 Invoice

Vendor will provide a consolidated invoice for all sites that are maintained under Plan 1 or 2. The format for this invoice will be agreed upon between CTS and Vendor and included in the subsequently awarded contract.

6.14.6 Plan 2: 24 by 7 PBX Maintenance

Plan 2 is the same as Plan 1 except that the vendor will provide a “per license” rate for 24-hour-a-day 7-days-a week service.


6.15 (M) Olympia Area Maintenance Rates

CTS has a substantial technical staff with its own repair parts in the Olympia area. This area has the highest density of equipment in the State’s telephony network. These technicians respond immediately to most service affecting problems in the Olympia, Lacey, and Tumwater areas that would normally be the responsibility of the vendor. These conditions include replacing defective cards, data switches, routers, and other hardware components; bypassing defective UPS components and batteries; and resetting gateways. They also work with Vendor and Avaya remote engineers during service affecting incidents to accomplish tasks that must be performed on site. CTS requests special pricing for PBX maintenance in the Olympia area as a result of the work its technicians are doing that offsets work that would normally be accomplished by Avaya on an emergency basis.

6.16 (M) Aura Voice Messaging Maintenance

CTS owns several Aura voice messaging system which provides voice mail to large PBX systems connected on a statewide MPLS network. CTS also owns separate Aura systems supporting correctional facilities and other high priority requirements. Maintenance for these systems will be 24 by 7 and will be priced based on licenses in use.

6.17 (M) IVR Maintenance

CTS owns and manages Experience Portal and IVR systems in Olympia. All of these systems support high capacity, high visibility requirements. All of these systems are currently covered under 24 hour by 7 day a week maintenance agreements. Maintenance pricing for IVR systems will be based on a charge for any installed Avaya hardware and system licenses. Maintenance pricing for Experience Portal, which uses customer owned servers, will be based on licenses. Maintenance of custom applications that run on the IVR will be quoted by the developer as a separate charge. The monthly maintenance charges will be adjusted once per year in a true-up. In addition, either the State or Vendor may request that the count be recalculated based on unforeseen events or in the event it is believed the count varies by more than 5%.

6.18 (M) CMS Maintenance

CTS owns and operates two CMS systems. While these systems are physically located in Olympia they are connected to other PBXs. One system uses version 15 software and the other uses version 18 software. Vendors will quote a maintenance plan that charges for the system hardware and for supervisor and agent licenses with 24 hour a day, 7 day a week coverage with a 2 hour response time during the State’s prime business hours & 4 hours outside of prime business hours. As with other plans CTS and the vendor will agree upon an annual or monthly charge for this maintenance.

6.19 (M) Software

6.19.1 Licensing

Vendor will provide a fixed fee cost for each system software license as indicated in the Vendor’s Price List.


6.19.2 Upgrades

The vendor will quote a separate per month, per license charge for software upgrades for PBX and Aura Voice Mail systems.

6.20 (M) Other Maintenance Rates

The rates for maintenance of items not specifically requested on the cost model at Appendix E will be calculated using the discount the vendor offers for the product associated with that product category unless otherwise stated.

6.21 (M) Discount for annual payment

The vendor should offer an additional discount to encourage the State to pay maintenance on an annual basis rather than a monthly basis.

6.22 (M) Performance Reporting

Vendor will provide reports at specified intervals as agreed to by CTS at no charge on system (PBX, IVR, WFO/ACR or CMS) performance, including alarm trends, usage, resource utilization, security audits, and outages.

6.23 (M) Notification and Escalation Procedures

Vendor must provide a maintenance escalation and notification procedure, which shall be attached to the contract resulting from this RFQQ. This procedure must identify the specific time periods and levels of notification to be exercised in the event a repair exceeds more than eight hours.

6.24 (M) Preventive Maintenance

Vendor must provide a description and schedule of the manufacturer’s recommended and required preventive maintenance for the system that is to be performed. Preventive maintenance services must be available outside of the customer’s Prime Business Hours.

6.25 (M) Scheduling Maintenance

Routine maintenance and any maintenance or upgrade that may affect service must be coordinated with CTS a minimum of forty-eight (48) hours in advance. Maintenance or upgrades that might affect service will not normally be conducted during Prime Business Hours.

6.26 (M) Maintenance Log

Vendor must maintain a journal detailing repair, preventive maintenance and upgrades to the system and provide it to CTS for its review upon request.

6.27 (M) Trouble Reporting

Vendor must provide a centralized number that is answered in the United States for trouble reporting. The number must have an option that allows CTS technicians that are reporting


service affecting problems to be routed to a group dealing with service affecting problems. Calls to this service affecting line must be answered within five (5) minutes by a Vendor technician that can assist with the issue.

6.28 (M) Trouble Log

After cutover and for the duration of Vendor-provided maintenance, the Vendor must maintain a detailed trouble log that identifies the dates, times, problems and resolution of trouble calls. This log must be available for inspection by representative(s) of CTS or other Authorized Purchaser, on demand.

6.29 (M) Incident Reports

Vendor must provide a monthly report on all incidents and problems requiring Vendor intervention including Reason for Outage (RFO) and Root Cause Analysis (RCA).

6.30 (M) Short Term Parts Availability

Vendor must have complete “crash kits” of spare parts or a permanent maintenance facility with a full parts inventory within a distance that will meet the specified emergency on-site response times. Overnight mail or courier service for service affecting parts is unacceptable.

6.31 (M) Failure To Respond or Notify

In the event that Vendor is not able to respond within the required time, or fails to promptly notify the State of an emergency maintenance condition, the State may exercise the options stated in the contract for liquidated damages.

6.32 (M) Emergency Replacement Program

In the event of a major system outage where maintenance personnel are unable to restore systems operation within 24 hours, Vendor must have a replacement program. The program must state actions Vendor will take to replace the system and bring the replacement system to full operation within forty-eight (48) hours.

6.33 (M) Invoicing

The State expects invoices to be timely and accurate. In the event that invoices are not accurate the State may provide general comments as to the discrepancies and ask the vendor to correct any disputed charges. The State is not responsible for conducting detailed, time consuming research to correct vendor invoices. If such research is requested by the vendor the State may request a reimbursement or billing offset from the vendor for CTS’ time and materials CTS deems necessary to conduct its research.

6.34 (M) Service Levels

The Vendor shall agree to the following Service Level Targets and Remedies by Situation.

1-Critical


Problem Severity Vendor Responsibilities CTS Remedies

PBX or voice mail system serving over 500 users is inoperable or cannot provide inbound or outbound service.

All or most users impacted

During hours of maintenance coverage, Vendor must begin working remotely within 30 minutes to restore PBX/voice mail service upon identification of alarm or notification from CTS.

During hours of maintenance coverage, Vendor must be on site within two hours of trouble notification from CTS.

If problem not resolved within two hours, issue will be escalated to Avaya Tier 3 or Tier 4 for their involvement in trouble resolution.

Correction of the issue (restoration of system to full operation) cannot exceed eight hours from time of identification of alarm or notification from CTS.

Vendor understands scale and visibility of the services being provided and will only reset systems with Purchaser approval (failure of Purchaser to provide approval will not count against eight hour resolution time).

CTS is entitled to credit equal to 25 % of one month's maintenance charges for the affected system if vendor does not begin working on service affecting problems within 30 minutes or respond on site within 2 hours.

CTS is entitled to a credit equal to 25 % of one month's maintenance charges for the affected system if the problem has not been escalated and vendor’s tier 3 or 4 engineering staff is not actively working on it with 2 hours.

CTS is entitled to credit equal to two months maintenance charges for the affected system if the system is not repaired within 8 hours.

CTS is entitled to a credit equal to 20% of one month’s maintenance if the Vendor resets a PBX system without authorization from the Purchaser during business hours or 10% if her resets a switch during non-business hours.

If more than three instances of Severity 1 non-compliance to Vendor Responsibilities occur within a six-month period, CTS may declare vendor in default.

2-Major



Telephone or voice mail services at an EPN, gateway or standalone system with less than 500 lines is inoperable or cannot provide inbound or outbound service

Loss of trunking or stations.

Loss of peripheral services to include Voice Portal & Experience Portal, AES services Session Manager/System Manager, Session Border Controllers & Work Force Optimization products

During hours of maintenance coverage, vendor must begin working remotely to restore service within 30 minutes to restore PBX/voice mail service upon identification of an alarm or notification by CTS.

During hours of maintenance coverage, vendor must be on site within two hours or trouble notification from CTS.

During hours of maintenance, vendor must be on site within two hours of trouble notification from CTS during core business hours.

Correction of the issue cannot exceed eight hours from time of identification of alarm or notification from CTS.

CTS is entitled to credit equal to 25 % of one month's maintenance charges for the affected system if Vendor does not respond on site within 2 hours.

If more than three instances of Severity 2 non- compliance occur within a six- month period, CTS may declare Vendor in default of the contract.


CTS is entitled to credit equal to two months maintenances charges for the site or peripheral device if the problem is not repaired with 8 hours.


Failure of CMS During hours of maintenance coverage, Vendor must begin working remotely immediately to restore service upon trouble notification from CTS.

Vendor must be on site within two hours of notification from CTS.

Vendor must restore full functionality within 24 hours.

CTS is entitled to credit equal to 50% of the monthly maintenance charges if the system is not repaired within 24 hours.


If service is not fully restored within three calendar days, CTS may declare Vendor in default of the contract.

3- Significant


Responding to routine troubles and non-service affecting alarms.

During hours of maintenance coverage, Vendor must respond within 24 hours of trouble notification from CTS.

Vendor should restore full service with three Business days.

CTS is entitled to a per incident $50 credit for Vendor not responding within time frame.

CTS is entitled to a per incident $250 credit. If trouble is not repaired or resolved within three Business Days.


SECTION 7

7. FINANCIAL QUOTE REQUIREMENTS

All requirements in Section 6 are Mandatory. Vendor agrees that a submission of a Response to the RFQQ to CTS constitutes acceptance of all requirements in this Section 67 Financial Quote Requirements and Vendor has read, understands and will comply with EACH of the requirements listed in the Financial Quote Requirement Section.

7.1 OverviewCTS seeks to acquire the Products and Services that best meet the State’s needs at the lowest cost and best value. Prices must include all aspects needed for the provision of the Products Services described in this RFQQ. Failure to identify all costs in a manner consistent with the instructions in this RFQQ is sufficient grounds for disqualification.

7.2 TaxesVendor must collect and report all applicable state taxes as set forth herein. Vendor must not include taxes on the Cost Model (Appendix E).

7.3 ResponsesResponses must be complete and include all pricing. Vendor’s Responses to Cost Model (Appendix E) will be the basis of evaluation of the Financial Proposal as specified in Section 7. Where there is no charge or rate, enter N/C (no charge) or zero (0) on the Cost Proposal Form, as applicable. If the Vendor fails to provide a price, the State will assume the item is free. If the Vendor states “no charge” for an item in the model, the State will receive that item free for the period represented in the model.

7.4 Miscellaneous ExpensesExpenses related to day-to-day performance under any Contract, including but not limited to, travel, lodging, meals, incidentals will not be reimbursed to the Vendor. This included travel to and from any CTS location for performance of maintenance.

7.5 Presentation of All Cost ComponentsIdentify all elements of recurring and non-recurring costs and include prices set forth in the Cost Model (Appendix E). This must include, but is not limited to, all taxes, administrative fees, labor, instruction, labor travel, training, travel time, consultation services, and supplies needed for the provisioning of the Services described within this RFQQ.

7.6 Financial Grounds for DisqualificationFailure to identify all costs in a manner consistent with the instructions in this RFQQ is sufficient grounds for disqualification.

7.7 (MS 100) Cost Model The Vendor must follow the instructions set forth below to complete the form in Appendix E, Cost Model, which will be the basis for evaluation of the Financial Response. Vendor must include in the Cost Model (Appendix E) all cost components needed for the provisioning of the Consulting Services as described in this RFQQ. Response rates must be submitted using form provided. Separate rate quotes attached to this document or submitted in some other form will not be accepted as a valid response.

Vendor’s Hourly Rate for Entry, Junior and Senior Experience Levels must be $150.00 per hour or less.

7.8 Price ProtectionFor the entire term(s) of the Contract, the Vendor must guarantee to provide the Product(s) and Service(s) at the proposed rates or lower. Consultancy rates cannot increase during any term of the Contract. In the event Vendor is providing the products at a lower rate, CTS shall be entitled to the lower rate. After the three-year initial term ends, rate increases shall not exceed five (5%) percent increase in any one year above the immediately preceding year’s fee.

7.9 (M) Completion of Cost Model The Vendor must follow the instructions set forth below to complete the “Equipment Evaluation Model” and “Maintenance Evaluation Model” which are workbooks in Appendix E, Cost Model, The vendors’ responses to these models will be the basis for evaluation of the Financial Response. The Evaluation Model forms contained in Appendix E must be completed using the data available on the vendor’s price list. An example of a Vendors price list is at the workbook titled Example Vendor Price list in Appendix E. All costs associated with the Evaluation Model with the exception of taxes, must be presented. Do not include taxes in the Cost Model forms.

The Equipment Evaluation Model will be used by vendors to propose discounts they intend to offer on purchases of Avaya equipment, software and services. Vendors should enter discounts or prices in all cells highlighted in yellow. Cells highlighted in green are self-calculating. Altering or otherwise changing this form is grounds for disqualification.

The Maintenance Evaluation Model will be used by vendors to propose prices they intend to offer on purchases of maintenance. Vendors should enter prices or discount levels as indicated in all cells highlighted in yellow. Cells highlighted in green are self-calculating. Altering or otherwise changing this form is ground for disqualification.

The instructions included in Appendix E must be followed in completing the forms.

7.10 (M) Tiered Pricing

Vendors will provide discounts off of the Avaya National Price List based on product codes defined in Appendix E and the two pricing tiers below. This pricing is meant to differentiate between large new systems and volume purchases and smaller purchases that do not allow as great an opportunity for discounts. Pricing will be tiered as follows:

Tier 1 includes large purchases of over 250 ports or over $100,000 Tier 2 is for purchases less than 250 ports or less than $100,000

7.9 (M) Price List

Vendors must provide a Price List as part of their response – see example at Appendix E, workbook marked Example Vendor Price List. Additionally for the life of the contract, vendor must provide CTS with an updated Price List in quarterly or within two weeks of a request by CTS. The Price List will be provided electronically in substantially the same format as shown in the example in Appendix E, in Microsoft Excel.

At a minimum, the Price List must include the following:


7.9.1 Equipment;

7.9.2 Station equipment;

7.9.3 Products;

7.9.4 Services;

7.9.5 Installation rates;

7.9.6 Maintenance rates;

7.9.7 Labor (including evening and weekend rates, and any minimums);

7.9.8 Software;

7.9.9 Software development;

7.9.10 All other components for Avaya PBXs, IVRs and CMS systems required for an operable system.

Vendors may optionally include in their Price List other equipment, features, models, and services. The optional equipment must be manufactured by Avaya or clearly be required for the operation of the PBX (UPS, CSU) or a PBX related capability (IVR). CTS at its discretion may include the additional equipment, features, models, options and services in the subsequent contract.


SECTION 8

8. EVALUATION PROCESS

8.1 OverviewA Vendor that meets all of the RFQQs Mandatory Requirements, and achieves the highest Vendor Response Total Score (VRTS) will be declared the apparently successful vendor ASV. If a vendor is selected as the ASV, they will enter into contract negotiations with CTS.

8.2 Administrative ScreeningResponses will be reviewed initially by the RFQQ Coordinator to determine on a pass/fail basis compliance with administrative requirements as specified in Section 3, Administrative Requirements. Evaluation teams will only evaluate Responses meeting all administrative requirements.

8.3 Mandatory RequirementsResponses meeting all of the administrative requirements will then be reviewed on a pass/fail basis to determine if the Response meets the Mandatory Requirements. Only Responses meeting all Mandatory Requirements, other than references, will be further evaluated.

The State reserves the right to determine at its sole discretion whether Vendor’s response to a Mandatory Requirement is sufficient to pass. If, however, all responding Vendors fail to meet any single Mandatory item, CTS reserves the following options: (1) cancel the procurement, or (2) revise or delete the Mandatory item.

CTS reserves the right to reject a technical defect in a specific Mandatory response section but only where the non-compliance (1) does not deprive the state of the assurance that the contract will be entered into and performed and (2) does not confer a competitive advantage on the bidder.

8.4 Cost Model Evaluation

The Appendix E Cost Model requires vendors to submit proposals for both equipment and maintenance. The Vendor Total Five Year Cost of Equipment for Evaluation Purposes and the Vendor Total 5 year Cost of Maintenance for Evaluation Purposes will be added and the total cost ranked from lowest to highest.

The Vendor with the lowest total Cost for Evaluation Purposes will receive 100 Points. Vendors with higher Costs for Evaluation Purposes will be awarded points proportionate to the relationship of their quote to the lowest quote. For example a vendor who has a Cost for Evaluation Purposes that is 10% higher than the lowest quote will receive 90 points.

8.5 Qualitative Review and ScoringOnly Responses that pass the administrative screening and Mandatory requirements review will be evaluated and scored based on responses to the scored requirements in the RFQQ. Responses receiving a “0” on any Mandatory Scored (MS) element(s) will be disqualified.


8.6 Technical and Financial Evaluation Each scored element in Sections 4 and 5 of the Response will be given a score by each technical evaluation team evaluator. Then, the scores will be totaled and an average score for each Vendor will be calculated as set forth below. This will be used in the calculation of Vendor’s total score, as set forth in Section 7.8, Vendor Total Score.

Evaluation points will be assigned based on the effectiveness of the Response to each technical requirement. For example, if a response is worth 10 points, a scale of zero to ten will be used, defined as follows:

Score Description Discussion

0 No value Vendor has omitted any discussion of this requirement or the information provided is of no value.

1-3 Poor Vendor has not fully established the capability to perform the requirement, has marginally described its approach, or has simply restated the requirement.

4-6 Average Vendor has an acceptable capability or solution to meet this criterion and has described its approach in sufficient detail to be considered "as meeting minimum requirements".

7-9 Good Vendor has demonstrated an above-average capability, approach, or solution and has provided a complete description of the capability, approach, or solution.

10 Excellent Vendor has provided an innovative, detailed, efficient approach, or established, by references and presentation of material, far superior capability in this area.

8.6.1 Technical Evaluation – (Sections 4 and 5)

CTS will review all mathematical computations and will allocate 60 points to the Vendor with the highest total Technical Score. The point value for every other bid will be calculated using the ratio of each Vendor’s Technical Score to the highest Vendor’s Technical Score. This ratio will be multiplied by the 60 points allocated for the Mandatory Technical Requirements to arrive at the Total Technical Score for each Vendor.

Vendor’s Technical Score x 60 points = Vendor’s Total Technical ScoreHighest Vendor’s Technical Score

These scores will be carried over in the calculation of the Vendor Total Score as explained below.

8.6.2 Financial Proposal Evaluation (Section 7)

The financial evaluation team will calculate the financial score for the Financial Proposal section of the Response using Vendor’s completed Cost Model (Section 7.7). That number will represent the Lowest/Vendor’s Total 5 Year Cost for Equipment and Maintenance set forth below.Lowest Total 5 Year Equipment Cost x 50 points = Equipment ScoreVendor’s Total 5 Year Equipment Cost


Lowest Total 5 Year Maintenance Cost x 50 points = Maintenance ScoreVendor’s Total 5 Year Maintenance Cost

8.7 Optional Evaluation Client References (Section 4.14)

The RFQQ Coordinator will calculate the scores for each Client Reference Form, Appendix G. The total scores of each Vendor’s Client References will be summed together and a Vendor’s average score will be calculated (Step 1). Each Vendor’s Average Score will be valued using the score of the highest scored vendor to determine each Vendor’s Reference Score (Step 2). The Vendor’s Reference Score will be used in the calculation of VRTS, as set forth in Section 7.9, Vendor Response Total Score.

Step 1Sum of Vendor’s Reference Scores = Vendor’s Avg. Reference ScoreNumber of Vendor’s References

Step 2Vendor’s Avg. Reference Score x 20 points = Vendor’s Reference ScoreHighest Vendor’s Avg. Reference Score

8.8 Allocation of Points The scores for Response will be assigned a relative importance for each scored section. The relative importance for each section is as follows:

Technical Evaluation (Section 5 and 6)Financial Proposal (Section 7)(Optional) Client References (Section 4.14)

100 Points60 Points20 Points

Total Points 180 Points

8.9 Vendor Response Total ScoreVendors will be ranked using the VRTS, with the highest score ranked first and the next highest score ranked second, and so forth. The VRTS awarded to a Vendor will be calculated as follows:

Vendor Response Total Score = (Client References) + (Technical Score) + (Financial Score)

8.10 Selection of Apparently Successful VendorThe Vendor with the highest VRTS will be declared the ASV. CTS will enter into contract negotiations with the ASV. Should contract negotiations fail to be completed within fifteen (15) business days after initiation, CTS may immediately cease contract negotiations and declare the Vendor with the second highest score as the new ASV and enter into contract negotiations with that Vendor. This process will continue until the Contracts are signed or no qualified Vendors remain.

8.11 Contract Negotiations

Upon selection of an ASV, CTS will enter into contract negotiations with the ASV. Vendors must be willing to enter into a Contract substantially the same form and the same terms and conditions as the Contract in Appendix B. The ASV will be expected to complete contract negotiations within ten (10)


business of announcement of the ASV. The ASV will be expected to execute the Contract within five (5) business days of its receipt of the final contract. If the ASV fails or refuses to sign the Contract within the allotted time frame, CTS may immediately cease contract negotiations and elect to cancel the award. CTS may then award the Contract to the next ranked Vendor, or cancel or reissue this solicitation. Vendor’s submission of a Response to this solicitation constitutes acceptance of these Contract requirements.


APPENDIX A

CERTIFICATIONS AND ASSURANCESIssued by the State of Washington

We make the following certifications and assurances as a required element of the Response to which it is attached, affirming the truthfulness of the facts declared here and acknowledging that the continuing compliance with these statements and all requirements of the RFQQ are conditions precedent to the award or continuation of the resulting Contract.

The prices in this Response have been arrived at independently, without, for the purpose of restricting competition, any consultation, communication, or agreement with any other offer or competitor relating to (i) those prices, (ii) the intention to submit an offer, or (iii) the methods or factors used to calculate the prices offered. The prices in this Response have not been and will not be knowingly disclosed by the offer or, directly or indirectly, to any other offer or competitor before Contract award unless otherwise required by law. No attempt has been made or will be made by the offer to induce any other concern to submit or not to submit an offer for the purpose of restricting competition. However, we may freely join with other persons or organizations for the purpose of presenting a single proposal or bid.

The attached Response is a firm offer for a period of 120 days following the Response Due Date specified in the RFQQ, and it may be accepted by CTS without further negotiation (except where obviously required by lack of certainty in key terms) at any time within the 120 day period. In the case of protest, your Response will remain valid for 180 days or until the protest is resolved, whichever is later.

In preparing this Response, we have not been assisted by any current or former employee of the state of Washington whose duties relate (or did relate) to the State's solicitation, or prospective Contract, and who was assisting in other than his or her official, public capacity. Neither does such a person nor any member of his or her immediate family have any financial interest in the outcome of this Response. Any exceptions to these assurances are described in full detail on a separate page and attached to this document.

We understand that the State will not reimburse us for any costs incurred in the preparation of this Response. All Responses become the property of the State, and we claim no proprietary right to the ideas, writings, items or samples unless so stated in the Response. Submission of the attached Response constitutes an acceptance of the evaluation criteria and an agreement to abide by the procedures and all other administrative requirements described in the solicitation document.

We understand that any Contract awarded, as a result of this Response will incorporate all the solicitation requirements. Submission of a Response and execution of this Certifications and Assurances document certify our willingness to comply with the Contract terms and conditions appearing in Appendix B, or substantially similar terms, if selected as a contractor. It is further understood that our standard contract will not be considered as a replacement for the terms and conditions appearing in Appendix B of this solicitation.

We (circle one) are / are not submitting proposed Contract exceptions (see Subsection 3.15, Contract Requirements).

Vendor Signature Vendor Company Name

Title Date

Certification and Assurances Appendix AConsolidated Technology Services Page A-1 N19-RFQQ-055

APPENDIX BPROPOSED CONTRACT

Posted separately on the CTS Web site at: http://watech.wa.gov/procurement-announcements

PROPOSED CONTRACT Appendix BConsolidated Technology Services Page B-1 N19-RFQQ-055


APPENDIX C(If Applicable) MWBE Participation Form

Minority and Women's Business Enterprises (MWBE)Participation Form

MWBE participation is defined as: Certified MBEs and WBEs bidding as prime Vendor, or prime Vendor firms subcontracting with certified MWBEs. For questions regarding the above, contact Office of MWBE, (360) 664-9770.

In accordance with WAC 326-30-046, CTS goals for acquisitions have been established as follows: 12% MBE or WBE.

MBE FIRM NAME *MBE CERTIFICATION NO. PARTICIPATION %

WBE FIRM NAME *WBE CERTIFICATION NO. PARTICIPATION %

*Certification number issued by the Washington State Office of Minority and Women's Business Enterprises.

Name of Vendor completing this Certification: ______________________________________________

MWBE CERTIFICATION Appendix CConsolidated Technology Services Page C-1 N19-RFQQ-055

APPENDIX DPROTEST PROCEDURE

A Vendor who is aggrieved in connection with the solicitation or award of a contract, who has submitted a response and participated in a debriefing conference, may submit a written protest to the Chief Legal Services Officer at Consolidated Technology Services, 1500 Jefferson Street SE, 5th Floor, Olympia WA 98501 or [email protected].

GroundsProtests may be based only on alleged bias on the part of an evaluator, mathematical error in the computation of the score, or failure to follow the process or standards stated in the related procurement document.

TimingA protest shall be presented to CTS in writing no later than 5 business days after the post award debrief has occurred. The written letter shall state the grounds for the protest and state the relevant facts, circumstances and documents in support of the Vendor’s position.

ProcessIn conducting its review, CTS will consider all available relevant facts. CTS will resolve the protest in one of the following ways:

1. Find that the protest lacks merit and upholding the agency's action.2. Find only technical or harmless errors in the agency's acquisition process, determining the

agency to be in substantial compliance, and rejecting the protest; or3. Find merit in the protest and provide options to the agency, including:

a. Correcting errors and reevaluating all Responses;b. Reissuing the solicitation document; orc. Making other findings and determining other courses of action as appropriate.

Except as stated otherwise below, the Chief Legal Services Officer will review protests on behalf of the agency. The agency will deliver its written decision to the protesting vendor within five business days after receiving the protest, unless more time is needed. The protesting vendor will be notified if additional time is necessary. Exempt Purchases under $100,000 shall be reviewed only by the Chief Legal Services Officer, whose opinion is final.

Vendors may appeal the Chief Legal Service Officer’s determination, on Exempt Purchases over $100,000, by submitting an appeal in writing to the Director. An appeal shall be filed no later than 5 business days after Chief Legal Service Officer’s decision. Decisions made by the Director or designee are final.

In the event the Chief Legal Service Officer has a conflict of interest, the protest or appeal will be managed by a CTS senior level manager appointed by the Deputy Director. This individual must not be involved with the business that is the subject matter of the protest appeal.

PROTEST PROCEDURES Appendix DConsolidated Technology Services Page D-1 N19-RFQQ-055

mailto:[email protected]

APPENDIX ECOST MODEL

(MS 100) Excel Spreadsheet that includes the following workbooks

Instructions

Equipment Evaluation Model: Requires Vendor Input

Maintenance Evaluation Model: Requires Vendor Input

Example Vendor Price List

CTS PBX Equipment Inventory

CTS Miscellaneous Equipment

Avaya Product Categories

COST MODEL Appendix EConsolidated Technology Services E-1 N19-RFQQ-055

APPENDIX F A Few Critical Things to Keep in Mind When Responding to an RFQQ for Consolidated

Technology Services

This document is explanatory only and has no consequence on the processes stated in any particular procurement.

1. _______ Read the entire document. Note critical items such as: mandatory requirements; supplies/services required; submittal dates; number of copies required for submittal; funding amount and source; contract requirements (i.e., contract performance security, insurance requirements, performance and/or reporting requirements, etc.).

2. _______ Note the procurement officer's name, address, phone numbers and e-mail address. This is the only person you are allowed to communicate with regarding the RFQQ and is an excellent source of information for any questions you may have.

3. _______ Take advantage of the “question and answer” period. Submit your questions to the RFQQ Coordinator by the due date listed in the Schedule of Events and view the answers given in the formal “addenda” issued for the RFQQ. All addenda issued for an RFQQ are posted on the State’s website and will include all questions asked and answered concerning the RFQQ.

4. _______ Follow the format required in the RFQQ when preparing your response. Provide point-by-point responses to all sections in a clear and concise manner. Make sure to address each subpart.

5. _______ Provide complete answers/descriptions. Read and answer all questions and requirements. Don’t assume the State or evaluator/evaluation committee will know what your company capabilities are or what items/services you can provide, even if you have previously contracted with the State. The proposals are evaluated based solely on the information and materials provided in your response.

6. _______ Check the State’s website for RFQQ addenda. Before submitting your response, check the State’s website at http://watech.wa.gov/procurement-announcements to see whether any addenda were issued for the RFQQ.

7. _______ Review and read the RFQQ document again to make sure that you have addressed all requirements and have followed all of the instructions. Once you have done that, read the RFQQ document again.

8. _______ Submit your response on time. Note all the dates and times listed in the Schedule of Events and within the document, and be sure to submit all required items on time. Late proposal responses are never accepted.

9. ______ Address each mandatory/mandatory scored item. Any time you see an “M” or “MS”- make sure to respond, even in the financial sections. For Mandatory items, A statement, “(Vendor Name) has read, understands, and fully complies with this requirement” is acceptable.

CHECKLIST Appendix FConsolidated Technology Services F-1 M19-RFQQ-055N19-RFQQ-0555


APPENDIX G

VENDOR CLIENT REFERENCE FORMName of vendor for whom reference is given: ______________________________________________

Your Name and Title: _________________________________________________________________

Vendor Telephone Number: ________________ E-Mail Address: _____________________________

For each of the questions, please rate the response on the following scale and provide any comments you wish to add.

0 1 2 3 4 5Unsatisfactory Below Average Average Above Average Exceptional Best

1. What were you hoping to achieve by hiring the vendor’s services? Do you feel you achieved them?_________________________________________________________________________________

_________________________________________________________________________________

2. What would you wish had been different about your project or your relationship with the vendor? If you could have changed one thing, what would it have been?

_________________________________________________________________________________

_________________________________________________________________________________

3. How long did it take before you saw the results of the project? Did the vendor stay on schedule?

_________________________________________________________________________________

_________________________________________________________________________________

4. How did you know when the vendor succeeded at what was promised?

_________________________________________________________________________________

_________________________________________________________________________________

5. How well did they understand your needs?

_________________________________________________________________________________

_________________________________________________________________________________

6. How did they handle conflict-resolution?

_________________________________________________________________________________

_________________________________________________________________________________

7. What was their response time to your questions or requests?

_________________________________________________________________________________

_________________________________________________________________________________

VENDOR CLIENT REFERENCE FORM Appendix GConsolidated Technology Services G-1 M19-RFQQ-055N19-RFQQ-055

8. Did the vendor exceed your expectations?

_________________________________________________________________________________

_________________________________________________________________________________

9. Is there anything else I should consider before I hire this vendor?

_________________________________________________________________________________

_________________________________________________________________________________

10. Would you hire this vendor again? Do you have plans to hire them again?

_________________________________________________________________________________

_________________________________________________________________________________

_________________________________________________________________________________

VENDOR CLIENT REFERENCE FORM Appendix GConsolidated Technology Services G-1 M19-RFQQ-055N19-RFQQ-055

APPENDIX H

CTS PBX CUSTOMER AGENCIES

ARCHAEOLOGY & HISTORIC PRESERVATIONASIAN PACIFIC AMERICAN AFFAIRS COMMCASELOAD FORECAST COUNCIL COMM ON AFRICAN AMERICAN AFFAIRS COMMERCE, DEPT OF CONSOLIDATED TECHNOLOGY SERVICES CORRECTIONS DEPT OF AGRICULTURE DEPT OF CHILDREN, YOUTH & FAMILIES DEPT OF ENTERPRISE SERVICES DEPT OF RETIREMENT SYSTEMS DEPT OF SERVICES FOR THE BLIND DEPT OF SOCIAL & HEALTH SERVICES ECOLOGY, DEPARTMENT OF EMPLOYMENT SECURITY DEPARTMENT ENVIRONMENTAL & LAND USE HEARINGS FINANCIAL INSTITUTIONS, DEPT OF FISH & WILDLIFE FREIGHT MOBILITY STRAT INVEST BOARDGOVERNOR'S OFFICE HISPANIC AFFAIRS COMMISSION HUMAN RIGHTS COMMISSION INSURANCE COMMISSIONER LABOR AND INDUSTRIES LICENSING, DEPARTMENT OF LIQUOR & CANNABIS BOARD NATURAL RESOURCES, DEPARTMENT OF OFF OF MINORITY & WOMEN'S BUS ENTEROFFICE OF ADMINISTRATIVE HEARINGS OFFICE OF FINANCIAL MANAGEMENT OFFICE OF STATE TREASURER PARKS & RECREATION COMMISSION POLLUTION LIABILITY PUBLIC EMPLOYMENT RELATIONS COMM CTS PBX Customer Agencies Appendix HConsolidated Technology Services G-1 M19-RFQQ-055N19-RFQQ-055

PUGET SOUND PARTNERSHIP RECREATION & CONSERVATION OFFICE SECRETARY OF STATE STATE AUDITOR'S OFFICE STATE BOARD OF ACCOUNTANCY STATE INVESTMENT BOARD SUPT OF PUBLIC INSTRUCTION TRAFFIC SAFETY COMMISSION TRANSPORTATION IMPROVEMENT BRD UTILITIES & TRANSPORTATION COMMISS VETERAN AFFAIRS - OLYMPIA WA ASSOC OF PROS ATTY OSE PROJECT WA HEALTH CARE AUTHORITY WA ST INSTITUTE FOR PUBLIC POLICY WA STUDENT ACHIEVEMENT COUNCIL

CTS PBX Customer Agencies Appendix HConsolidated Technology Services G-1 M19-RFQQ-055N19-RFQQ-055