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UC Requirements Questionnaire

Version FINAL

6 July 2018

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UC Questionnaire

Steve Davies

Emma Tiernan


Version FINAL

6 July 2018

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DOCUMENT CONTROL

Author Steve Davies & Emma Tiernan

Version number FINAL

Document Unified Communications Questionnaire

Issue date 9 July 2018

Approval date 6 July 2018

For internal /external publication External

Version Date Comments

0.1 13/06/2018

0.2 19/06/2018

0.3 05/07/2018

FINAL 06/07/2018


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1. Requirements Overview

Our requirements are very deliberately specified around business outcomes and not a particular technical solution. Additionally we recognise that we are not experts in this field and therefore are looking for the market to propose solutions that both meet our specified requirements and that also meet our aspirational requirements that we may not have explicitly specified.

1.1 Unified Communications strategic requirements

We require a modern and functionality rich solution that will replace our existing telephony provision that will enable our staff to work in a mobile, flexible and agile way to optimise their efficiency and effectiveness in delivering services.

Once the new solution is deployed we envisage that staff will:

Have one telephone number which they will use across all devices and platforms

Have one voicemail solution that they will use across all devices and platforms

Utilise softphones and linked headsets (in only a few exceptions will we deploy handsets)

Access all their communication options via a single interface regardless of device

Identify if colleagues are available through presence

Communicate via instant messenger

Have internal and external voice conference facilities

Have internal and external video conference facilities

Share screens (documents, presentations etc) in internal and external conferences

Utilise traditional telephony call management functionality such as call forwarding, hunt groups, pick-up etc

Be able to seamlessly transfer between communication options and devices

1.2 Contact Centre strategic requirements

Our Contact Centres (CSC) operate in much the same way as any local authority Contact Centre delivering a complex and varied range of services to our diverse set of customers across multiple channels. We therefore need our Contact Centre solution to enable them to operate in as efficient a manner as possible to deliver a high quality experience to our customers.

The solution will in effect become the case management system for our Contact Centres where they will record what they do and gather performance information, manage performance, gather customer insight and therefore the functionality to simply generate reports about all aspects of the operation is critical.

Key functionality we anticipate we will need includes:

Queue monitoring and management capabilities, including reporting on areas such as queue abandonment

Call-recording

Web-chat across both council websites and Firmstep platforms


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Intelligent Call queuing

Interactive Voice Response (IVR)

Automated Call Distribution (ACD)

Auto-Attendant

Omni channel contact handling

Resource management tools – with both real time and historical reporting

Remote working capabilities

Advanced queue management – place in call notifications and call back functionality

Flexible voice processing – with tone and voice based call routing

Simple user interface

1.3 Infrastructure, support and commercials

Our requirement is that the solution will be a cloud hosted managed service. It is important to us that we will be a valued and important customer to you and that we receive the levels of service we expect both during implementation and after the solution is in live operation.

Our customers want to be able to transact with us outside of standard office hours and our staff and members want to work outside of office hours. We therefore need to be confident that the UC solution, as a critical component of enabling this, will be available 99.95% of the time as we have specified. We expect the provider to be continually monitoring this availability to ensure uptime is met regardless of the day / week / year that a problem arises.

Commercially we ideally want an “as a service” model where we pay for what we use and have the ability to flex up and down as our demand changes. This model should cover us for “all” anticipated calls (n.b. excluding premium rate and international calls). We do however want to understand the opportunity/options to shift some of the cost from OPEX to CAPEX if we do not have sufficient revenue budget available.

As you will have identified from the background documents our current telephony deployment is out-dated and not fit-for-purpose. We do not want to be in this situation again and therefore we need to be confident that throughout the life of the contract if new functionality and technology becomes available there will be options for us to add this to our solution so that we do not again fall behind and are able to continue to realise the benefits available from these technologies.

1.4 Implementation

Our timescales for implementation are aggressive due to the organisational importance of this change, which will be highly symbolic of a fundamental shift in the way we are able to operate. We therefore need to have confidence that you are able to deliver against your proposed implementation plan and be clear on your approach and your expectations of us. We do not expect you to commit to unrealistic deadlines, but once you commit to a deadline we will expect it to be met.


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2. Company Information and Experience

2.1 The proposed supplier must be established in the UK marketplace. There must be a number of existing live sites for the service proposed.

Supplier response:

2.2 Give details of the size and resilience within the company and partners used that will be providing the solution and then on-going support. Include details such as:a) Company sizeb) Proportion of engineering, versus back office, support staff, including sales and

account management.c) Provide detail of staff related resilience and your approach to managing thisd) Describe and provide, if possible, your workforce development and retention plane) What is your staff turnover over the past 3 years

Supplier response:

2.3 Please describe your approach to customer service excellence. Include details such as:a) Structure and benefits b) State whether you use a recognised methodology to effectively measure your

customer satisfaction rating. If so what is this. What is your current rating and how does this compare to other vendors.

c) How do you act on customer feedback? Give specific examples from the last 6 months?d) How do you use continuous service improvement in order to improve services to

customers? e) Confirm where your call centre(s) are based

Supplier response:

2.4 What experience do you have in delivering UC (Unified Communications) solutions? Please give a relevant (local government or public sector) case study?

Supplier response:

2.5 Please provide details of two contactable organisation where you have provided a similar solution. The organisation should be local government or within the public sector.

Supplier response:


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2.6 A vendor Customer Questionnaire has been provided. Please provide a minimum of one completed questionnaire from an existing, relevant customer, where you have provided a similar service. This should be provided with your submission.

Supplier response:

3. Accreditations

3.1 Which relevant accreditations do you hold or are working towards? Please provide expiry dates for those certificates.

Supplier response:

4. Approach and Delivery

4.1 Please describe your approach to Project management.Please include any industry related accreditations that you hold.

Supplier response:

4.2 Please provide your proposed project plan assuming a contract sign date of 30 Sept 18.Note: Ensure you include timings and a breakdown of each deliverable within the project and any known dependencies on customer input, including sign off points. Please note any dependencies with the implementation of our new WAN provision (being procured in parallel)

Supplier response:

4.3 Customer responsibilities. Please detail what resources are required from the customer, and what the expectations are for support during the implementation. Please state what your experience is in relation to numbers of hours. E.g. Full or part time?

Supplier response:

4.4 Please describe your approach to how you will work with the Councils. a) How will you ensure that the design proposed meets our requirements?b) How will you review our satisfaction with the progress?c) How much contact can we expect from you through the implementation process?

Supplier response:


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4.5 There will be a high emphasis on a smooth transition from the current services to the new solution. This will ensure that business operations will not suffer unplanned interruptions during any migration. The service provider will outline steps as to how this will be achieved.a) Describe your overall approach to transition of these services. Reference the other

projects described within the Solution Background document. Please also refer to the CSC technology roll out specifically

b) Describe resources allocated through transitionc) Design and requirements gathering processd) Sign offe) Escalation routes through transitionf) Customer responsibilitiesg) Minimising transition costs and prevention of dual billing

Supplier response:


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5. Solution Design

5.1 Please describe how your proposed solution will meet our requirements for general officers / members

Supplier response:

5.2 Please describe how your proposed solution will meet our requirements for Contact Centres

Supplier response:

5.3 Functional Requirements

Area Ref Description Response

UC070 The solution should include a switchboard or switchboards (or equivalent cloud-based solution) capable of handling the requirements of both WBC and TRDC

UC071 The switchboard should be secure, robust and may be deployed in the Cloud/Hosted, and as a managed service

General

UC072 The solution should describe which types of handsets will be available. Please note our overall requirement is for a soft phone.


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UC007 The solution should provide a presence capability showing the status of other users. We need this to integrate with our on premise Exchange solution, currently Exchange 2013 and compatible with our Forcepoint mailcontrol delivery system.

UC066 The solution should allow users to join voice conferences

UC067 The system should allow external users to join voice conferences

UC014 The solution must support historical reporting

UC018 The solution should support video conferencing

UC073 The solution should support desktop sharing and collaboration

UC019 The solution must support instant messaging) between users

UC116 The solution must support Web chat with external users through both council’s websites and their Firmstep platforms

UC035 It must be possible to transfer a call to another extension

UC037 It must be possible to record voicemail for any user

UC038 It should be possible to send voicemail to a user via email

UC041 The system must support the use of softphones with a headset


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UC118 Please describe the range of headsets available for general users, these should include wireless and wired. One option must include a “traditional” handset that will link to the softphone client.

UC040 It should be possible for a user to listen to their voicemail on a laptop using a softphone

UC042 The system must support the use of conventional VOIP handsets

UC049 It should be possible for a manager to access the voicemail or recorded calls of their staff

UC117 The system should enable users to be contacted through a single number, no matter which device (fixed or mobile) they are currently using

UC043 The solution should allow users to take calls on mobile devices such as smartphones

UC036 The solution should allow users to redirect calls to a mobile device

Mobile

UC039 The solution should allow users to check their voicemail from a mobile device

UC001 The solution must handle automatic call distribution

UC002 The solution must include call recording

UC003 The solution must include reporting on call abandonment

CSC

UC004 The solution must support skills-based routing of calls


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UC005 The solution should provide interactive voice response

UC006 The solution should be able to be integrated with the CSC CRM (Firmstep)

UC008 It must be possible to add users from other departments to the CSC queue/call distribution

UC009 It should be possible to specify users with different roles on different days for e.g. skills-based routing

UC010 The solution should support role-based allocation of calls

UC011 It should be possible for external users (e.g. CAB) to join voice conferences

UC012 The solution should support outbound campaign calls

UC013 The solution must support a wallboard display

UC015 Would like to be able to do resource planning and rostering within the call centre application

UC016 The solution should include 2-ear wireless headsets with boom mikes for CSC use

UC017 The solution should include some integration with social media

UC020 Would like to be able to monitor a caller’s desktop to support them when they access the website


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UC021 It should be possible to change the message to the call queue in real time

UC022 It should be possible to follow the routing of calls to determine why/where they were mis-directed

UC023 It should be possible to use the system to measure channel shift

UC024 The solution should include the option for licence-free hold music

UC025 The solution must have emergency functions, with holds and diverts being accessible with a minimum of user intervention

UC027 The solution must support a configuration for an out-of-hours service

UC028 The solution must include the Netcall speech recognition product or be capable of being integrated with it, as this is an existing product in use at WBC. N.b. this is a must for WBC, but may not be required at TRDC.

UC029 Speech recognition should integrate with the taxonomy and menu hierarchy on the website

UC032 The solution should be able to be integrated with GovMetric

UC053 The system should provide a mechanism for deleting call recordings after a set period


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UC074 It should be possible to use or administer the solution from a Windows PC, using a browser

UC034 There should be functionality for monitoring performance/quality of service and identifying problem areas

UC043 It should be possible to integrate with the Microsoft Outlook contact details rather than a once-off import of contacts

UC046 The system should integrate with the Microsoft Outlook calendar to update the presence display if a user is in a meeting or otherwise unavailable

UC047 The system must support integration with Microsoft Active Directory (ADFS or SAMLv2.0)

UC300 The supplier should state the method of defining a LIVE user, consuming a licence, as linked to Active Directory.

UC054 The system must be hosted/cloud implementation

UC114 The solution must integrate with O365, as well as on premise Office 2016

System Requirem

ents

UC115 The solution must be developed in order to keep in line with third party products e.g. Exchange, Office

Telecom

s Integra

UC075 The solution should provide options for connecting both ISDN and SIP with a plan for migrating to the new solution


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UC048 It must be possible for ICT or a nominated service provider to set up hunt groups and call redirections without requiring the manufacturer/vendor’s intervention

UC060 The system should provide a graphical mapping of call redirection trees

UC065 The service provider must include a mechanism to support the cut-over from the existing to the new solution

UC096 The solution should support self-service for areas such as call routing and call management

UC101 The solution must provide support for analogue DDI devices (e.g. phones in lifts) that remain post-implementation

tion

UC102 The solution must ensure that any fax lines/devices continue to operate or are substituted with solutions that allow faxes to be both sent and received as necessary

5.4 Non-functional requirements


General

UC031 The vendor should be invested in the future of their product and in the relationship with WBC/TRDC


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UC050 The service provider should be able to show a history of delivery on time and to budget

UC051 The service provider should be able to show a history of customer satisfaction with implementation

UC052 The service provider must be able to show a history of timely support during and after implementation

UC056 The solution must provide a mechanism for ensuring that direct dial numbers are ported over with minimal disruption

UC059 The service provider must be able to support the product as detailed in the bid

UC061 The service provider must provide Train-the-trainer training

UC062 The service provider should support training for super-users

UC108 The solution should take into account the Councils’ requirements regarding agency and part-time employees, or temporary workers on very short-term contracts who may need to use their own devices. Support for BYOD should be possible.


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UC111 The licensing for the UC solution should be simple to use, and per user rather than per device. Alternatively, a site licence scheme, allowing any number of users (possibly up to a maximum).The supplier should clearly state the mechanisms for identifying the number of users and over what periodicity.

UC113 The solution should provide options for users with access problems (e.g. hearing issues) in order to meet the Councils' obligation under the DDA. The response should indicate whether these are included or separately licensable

The supplier should provide two model office environments (one at TRDC, one at WBC) to enable users to familiarise themselves with the solution and its functionality.

UC079 The system must meet the requirements of PCI compliance, particularly with regard to the storage of voice recordings involving credit card payments

UC080 The system must not reduce compliance with the council’s PSN connection

UC081 The system must support the councils’ compliance with GDPR and to meet their obligations for the storage of personal data

Security & Com

pliance

UC082 The system must be secure and the vendor must be able to show a proactive approach to identifying and mitigating vulnerabilities


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UC083 The system must allow the councils to store personal data locally where this is required

UC055 It should be possible to ensure that voice recordings are held in such a way (e.g. in the UK, if necessary, or on-site) as to comply with privacy regulations

UC068 It should be possible to determine who has listened to voice recordings and an audit trail maintained

UC084 It must be possible to ensure that voice recordings are held in encrypted form and are only available to authorised users

UC085 The system must not affect the security of the network including the operation of the firewalls, at times of high load

UC091 The solution should not invalidate or compromise penetration tests by installing outdated software version. The supplier must ensure that all system under their responsibility are patched to the latest manufacturers recommended level

UC092 The vendor should indicate their preferred approach to ensuring any software (where relevant) is kept updated and the mechanism by which this will be achieved

DR &

Backup

UC026 In the event of a network failure or disaster, the system must continue to operate or failover to the equivalent system at the DR site and continue to direct calls


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UC086 The solution should include or identify sufficient storage to meet all voicemail and call recording needs for at least 1 year

UC087 It must be possible to back up the system configuration and to restore it in case of failure

UC088 The solution should include a resilient configuration with users being able to continue to use voice communication even if their personal PC/softphone is no longer available

UC057 The solution must provide a mechanism for ensuring that Council services suffer minimal disruption in the case of a disaster or network failure

UC058 The solution must be resilient against the failure of any single component

UC093 The vendor should indicate what tests will be carried out on the system to confirm readiness to deploy/go live, and the time required for such testing.

UC112 At least in the short term, the solution must support the existence of conventional fixed lines for emergency or DR purposes (e.g. in lifts, at Watersmeet theatre, in the contact centre, among others)

Perform UC077 The system should be capable of handling 250

simultaneous voice calls


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ance UC078 Under normal conditions, there must be no distortion, or audio lag, noticeable in voice calls


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6. Scalability

6.1 The Unified Communications system needs to be flexible so as to provide reasonable adjustability according to the changing business needs. Describe your approach to: a) Growth - adding additional sitesb) Increasing numbers of users within existing sites

Supplier response:

6.2 Please describe your licencing and commercial approach and options and how you will meet our commercial requirements

Supplier response:

7. Security and risk

7.1 The Unified Communications system needs to be secure, ensuring the Councils meet their privacy obligations. Describe how your solution and approach helps to support this.

Supplier response:

7.2 Describe your approach to maintaining security.a) Within the architecture explanation detail specifically regarding the encryption levels

of data at rest and in transitb) As above include details of how organisation data is segregated and how security and

access to the data is managed c) Detail your security incident policy and procedured) Detail the physical securitye) Detail all other standard security requirements e.g. Antivirus, patching, with especial

reference to your internal procedures for carrying these out on any managed systemsf) Detail your backup and data loss policies and detail both the RTO and RPO

Supplier response:

7.3 The services provided will be critical to the running of our Council services.

a) Please provide details of your business continuity plansb) Please provide details of your Disaster recovery plans and evidence of testing, related

to the solution proposed within the last 2 years.c) Please provide renewal and review dates for all ISO accreditations

Supplier response:


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7.4 The Councils require the ability to perform assurance audits on the supplier. This will be no more than once per year (within a 12 month rolling period).

Supplier response:

8. Availability and Service

8.1 It will be the service provider’s responsibility to proactively manage the deployed solutions in order to identify potential issues affecting performance. They must also suggest improvements or if appropriate, take proactive steps to minimise the impact of any issue that may occur. a) Please confirm that you adopt ITIL methodology in your approach to Service

Management? b) Provide problem management procedures and processc) Configuration management procedures and processd) Provide your change control procedures and process

Supplier response:

8.2 The solution should be available 99.95% 24*7. a) Describe any variation to this service level. Include any periods within a 30 day rolling

period where uptime is compromised, or resilience reduced.b) Suppliers should state whether this is a standard service level, or an additional cost. c) If the standard service level for availability is below 99.95%, then suppliers should

make this clear. d) Please provide a Business Continuity Plan showing how you will ensure you will

maintain our service at this level of availability and how you will respond to unplanned downtime

Supplier response:

8.3 Describe your approach to maintenance of the equipment and service. Include any standard maintenance windows and how the customer will be engaged with.

Supplier response:

8.4 Describe your approach to upgrades and patching of the software and solution provided. Include details of upgrade cycles, frequency and engagement with customers.

Supplier response:


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8.5 The supplier must provide full details, including definitions regarding post implementation support and service:a) Standard support hours – 8am to 6pmb) Enhanced support options

a. 8am to 8pm Monday to Fridayb. 8am to 8pm Monday to Sundayc. 24*7

c) Standard SLA’sd) Fault – Sev 1 to Sev 3e) Standard change – 48 hoursf) Emergency change – guaranteed application within 12 hours

Supplier response:

9. Account Management

9.1 Supplier should provide an overview of the processes and procedures to report a fault or to raise a service request (a change). This should include but not be limited to:a) Logging and tracking a callb) Escalationc) Status Update frequencyd) Reporting and management of security incidentsa) Describe how you work with third parties

Supplier response:

9.2 Performance reporting. An agreed set of monthly and/or weekly reports must be supplied. This as a minimum must include:a) Service outages (planned and unplanned)b) Non-service impacting issuesc) Changes/upgrades scheduledd) Maintenance plans/windowse) Compatibility matrix. This should include integration with any third party products,

enabling the Councils to see what is coming. f) Performance issuesg) Potential improvementsh) State what is included and any limitations on information/data that can be provided

within these reports.

Supplier response:


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9.3 The supplier should outline how they will notify/present information to the Councils, to show the benefits they provide with the services they are providing.

Supplier response:

9.4 Watford is seeking suppliers who continuously improve their service offering and embed this into existing services. Describe how you have provided in-service improvements over the past two years, as part of business as usual operations, using a relevant case study.

Supplier response:

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