SRCSGT | D | Market Research Request for Information (RFI)

FBO DAILY ISSUE OF JUNE 19, 2009 FBO #2762
SOURCES SOUGHT

D -- Market Research Request for Information (RFI)

Notice Date: 6/17/2009
Notice Type: Sources Sought
NAICS: 238210 — Electrical Contractors and Other Wiring Installation Contractors
Contracting Office: Defense Logistics Agency, DLA Acquisition Locations, Defense Reutilization and Marketing Service, Federal Center, 74 Washington Avenue North, Battle Creek, Michigan, 49037-3092
ZIP Code: 49037-3092
Solicitation Number: SP4707
Archive Date: 7/16/2009
Point of Contact: David D Straughn, Phone: 269-961-7258, David D Straughn, Phone: 269-961-7258
E-Mail Address: david.straughn@dla.mil, david.straughn@dla.mil
(david.straughn@dla.mil, david.straughn@dla.mil)
Small Business Set-Aside: N/A
Description: MARKET RESEARCH -REQUEST FOR INFORMATION – ENTERPRISE TELEPHONY SYSTEM REPLACEMENT 1.Introduction This is a market research Request for Information (RFI) for an enterprise telephony system replacement for the Defense Logistics Information Service (DLIS) located in Battle Creek, Michigan. The current aim of DLIS is to replace the existing telephony systems that support the infrastructure of the facility and all tenants residing within the facility. The telephony system currently utilizes the following integrated systems: PBX Telephony/Data Interface (TServer) Customer Interaction Center (CIC) Customer Interaction Center Continuity of operations (Coop) Site Call Metrics Reporting System for CIC Voice Mail System (VMail) Interactive Voice Response System (IVR) Call Center Voice/Screen Recording System (CRS) Call Accounting System (CAS) Telephone Database Audio Conference System (ACS) Voice Directory Digital Display Application 1.1RFI Scope Potential suppliers should note that this RFI is for guidance leading to a process of final solutions selection, and should not be considered as a current or future request for procurement. It is solely for the purpose of determining the validity of PBX and related systems replacement, as defined in this document for possible future procurement. DLIS is seeking innovative, secure and cost-effective solutions which will meet the evolving requirements of the enterprise. Baseline estimated costs for the purchase, installation and configuration of the systems referenced in this document should be selected from ranges listed within section 5.0 of this document. Purchase is defined as the purchase of all related hardware, software and all other items necessary for the complete installation of the systems referenced herein, excluding specific costs related to the actual physical installation of the systems. Installation is defined as the actual physical installation of all equipment and related hardware and accessories (excluding software) necessary to ship, locate and position the systems at the location(s) referenced in this document to a physically ready state of operation. For the purposes of a baseline cost estimate, the Coop (survivable processor) location shall be assumed to be a distance within a 100 mile radius of the main installation site. Configuration is defined as the installation and configuration of all software and programming necessary to place the system into operational status. This includes the configuration of all features, translation of existing data from the existing systems to the new systems, and all necessary tasks not related to physical hardware required to bring the systems into a production status while seamlessly cutting over from the existing system. 2.Background DLIS is a part of the Defense Logistics Agency (DLA), commanded by the Department of Defense (DoD). DLIS provides a variety of services to numerous Government, military and civilian organizations. The primary mission of DLIS is to provide logistics support to the DoD and military, providing direct logistics support to all Military Services as well as government and civilian agencies such as the FAA, NASA, U.S. Coast Guard as well as foreign customers 2.1Telephony System The DLIS telephony system in an integrated group of task specific platforms and integrated applications used to provide a broad range of telecommunications services to the enterprise. These systems utilize the DLIS Local Area Network (LAN) and the Wide Area Network (WAN) for data and voice communication between the platforms and to/from the users, both internally and externally. 2.2Overview of use The DLIS telephony system performs a variety of functions, and is available 24/7/365. The primary functions performed by the PBX and associated systems are described as follows:  PBX – The PBX handles calls for over 4000 extensions which include personnel extensions (Digital, Analog, and IP), modems, faxes, and ISDN lines. The PBX also interfaces with a variety of external circuits in order to provide a variety of trunking options to support the facility and requires Multi Level Priority Precedence (MLPP) calling options. It supports the DLA CIC (Customer Interaction Center and other internal Helpdesk totaling 500 Agents. Various calls are routed using Automatic Call Distribution (ACD) and other PBX features and functionalities in order to properly route and track the incoming/outgoing calls. The PBX also interfaces with a variety of other platforms to provide call recording, call metric reporting, voicemail, interactive voice response, call accounting, audio conferencing as well as other features required by the customer base.  Telephony/Data Interface (Telephony Server) – This system provides a data interface to the PBX. Its primary uses are to provide Call Center personnel with the interface to various data sources and interface with the call recording system.  Customer Interaction Center – The DLA CIC is staffed 24 hours a day, 7 days a week, including Government holidays. The DLA CIC fields calls from a multitude of various customers, ranging from civilian businesses and corporations to remotely fielded military units. They provide a variety of data to contractors providing services to the U.S. Government, to logistical data focused on the procurement, sustainment, distribution and disposal of items of supply to it’s customers throughout the world.  Customer Interaction Center Continuity of operations remote Site - The CIC is supported by remote equipment and hosts 40 agents with growth capacity. This call center normally assists the Battle Creek location with daily calls, however, in the case of system failure at Battle Creek, all incoming calls to the CIC are queued to agents located at the remote site. The remote site also has data connectivity to ensure that the agents have full customer support capability.  Call metric reporting system – collects, stores and reports call metrics to the contact centers and helpdesks. These reports are made available to contact center and helpdesk directors, supervisors and team leaders, as well as other employees requiring access to the data. It has the ability to produce custom reports, and provides real-time/historical call metrics to the wall board application, a direct link by which to compile, and display the data on a number of plasma screens, LCD monitors and display boards located throughout the facility.  Voice Mail System (VMail) - The voice mail system provides 2000 users telephone and desktop interfaces with a pin/password protected voice mailbox related to their individual or group telephone extension.  Interactive Voice Response System (IVR) – The IVR allows customers calling into the CIC the option of speaking plain English into the system to be routed to the proper destination.  Call Center Voice/Screen Recording System (CRS) - The CRS provides the CIC management with the ability to record, evaluate and save the calls handled by Agents. The system records 100% of the voice and screen activity of all of the agents within the CIC. Maximum agent capacity is 150 per shift.  Call Accounting System (CAS) – The CAS maintains a record of each call, either internally, externally, or both, that are made into or out of the facility. This provides management with a record of calls made or received by employees or customers.  Telephone Database – The telephone database provides the telephony division a record of each telephone extension, as well as assignments, location, port, cable pair, etc. in order to provide a reference and to minimize the labor necessary to make moves, additions, deletions and changes.  Audio Conference System (ACS) – The ACS provides internal and external users with the capability to hold both audio and web conferencing for up to 192 simultaneous callers or 50 web users. Users may create conferences by logging into the system using telephone and desktop interfaces.  Voice Directory – The Voice Directory provides both internal and external callers the ability to speak an employee’s name, and be connected to that extension.  Digital Display Application – The application collects a real-time and historical call metrics and display on displaying on digital display board, LCDs, and Plasmas.  Building cable plant infrastructure – The cable plant provides the main infrastructure for both data and voice communications. The voice communications infrastructure consists of both copper and fiber runs and provides connectivity from the PBX to a multitude of communications closets throughout the facility. These closets then provide the connectivity to the user end point. 3.0 Detailed Requirements PBX – The PBX must be an enterprise level solution capable of providing the ability to interface with the peripheral systems referenced within this document. The PBX/Operating System/Application must be DISA (Defense Information Systems Agency) JDIC (Joint Interoperability Test Command) certified for Defense Switched Network (DSN) Multi Level Precedence and Preemption (MLPP) operability and DISN JITC certification for data network as defined in DoDD 4630.5; DoDI 4630.8; DoD 500 series and CJCSI 6202.01D. The PBX must support multiple survivable locations. The PBX must be able to support a variety of trunking options including T1, ISDN-PRI, ISDN-BRI, H.323 and Remote Office Trunks in order to support local, long distance, DSN, IP and other communications trunking and circuit options as required. Trunks or circuits must be routable to a variety of destinations. The PBX must support a minimum of 400 DS1 boards. The PBX must be able to support a minimum of 10,000 extensions, including IP, SIP, digital and analog. The system must be expandable to provide service for a large enterprise exceeding 10,000 extensions. The PBX must be configurable to support both Direct-inward-Dialing extensions (DiD) and Non-DiD extensions, allowing specific extension ranges to be configured as required by the switch administrator. The PBX must support Call Center options such as Automatic Call Distribution, incoming call data capture, call queuing and administrator recordable announcements, date/time programmable scripts defining the ACD operations. Agent skill preferences and provide the capability to provide Call Center Agent status including reason/status codes. The PBX must provide the capability to send real-time call data telemetry to a variety of external peripheral systems interfaced with the PBX. The PBX must support recordable messaging to support call center operations, facility operations, etc as necessary by the switch administrator. The PBX must be able to support multiple lines for both analog and digital extensions. Analog lines must be able to conference a total of three lines, and digital phones must be able to conference a minimum of 6 lines.. The PBX must support caller id to both digital and analog phones. The PBX must support video conferencing. The PBX must provide solutions for the Teleworker to receive calls while off-net. The PBX must provide the capability to bridge both digital and analog extensions on and off net. The PBX must be configurable to prevent toll fraud; forwarding off-net and other unauthorized uses and/or vulnerabilities. The PBX must provide configurations for Class of Service (COS), Class of Restrictions (COR) or other means by which to limit a user’s ability to access specific trunks or otherwise utilize the system. The PBX must provide options for major, minor and routine maintenance alarm notifications. The system must provide administrative remote connectivity via industry standard secure communications. The PBX must provide Ethernet data connectivity at a minimum of 100 mbps, supporting an expandable number of interfaces to fully support an enterprise level facility. The PBX must support Digital, Analog and IP-based phones including soft IP and hard IP phones. Digital phones supported by the system must provide the minimal functions/features: LCD display for caller id and other information. Buttons in the phone must be configurable, at a minimum for hold; conferencing; transfer, drop, speaker phone, redial, mute, headset, ringer volume, speaker volume, handset volume and voice mail notification. They must also be able to support a variety of remotely administered additional features such as call appearances, autodial, autodial, message waiting indicator, programmable buttons for call appearances, bridged appearances, autodial, call pickup, intercom, message waiting, headset, and other useful functions as determined by the user. Telephony/Data Interface (TServer) – The Telephony/Data Interface must provide data interface to the contact center agents from a variety of data sources, providing Caller ID information to the sources in order to provide the Agents with various data records related to the identified caller. The system must provide caller ID and other telephony call related data to other systems in a variety of formats compatible with the related system as required. The TServer must also provide call related data to the Call Recording System to ensure that the correct information relating to the agent extension/login/calling number and data system is provided for proper recording and playback. Customer Interaction Center (CIC) – The detailed requirements for the CIC are addressed under the PBX requirements. Customer Interaction Center Continuity of operations (Coop) Site - The CIC Coop site must function in conjunction with the main PBX, as well as independently for all Contact Center related call distribution. In the event of catastrophic failure of the primary PBX, all trunk routed calls will be directed to the Coop site. The Coop site must support and duplicate the same Split/Skill distribution, VDN and Vector structure, extensions Agent Login and all options and configurations relating to the CIC as the primary PBX in order to maintain a 24/7/365 call capability without interruption, even while the main processor is off-line. The survivable processor must support direct trunking and a minimum of 200 extensions. The processor must be expandable to match the main processor in all capabilities if necessary. Call Metrics Reporting System for CIC (CMR) - The CMR system must interface directly with the PBX telemetry output to provide a complete and comprehensive data set of all industry standard aspects relating to call management. The data retention time must be a minimum of 13 months. The CMR must provide a client software solution which allows the user to display and analyze customizable real-time, historical and hybrid reports. The CMR must provide yearly, monthly, weekly, daily, hourly, and 30 minute interval reports. Voice Mail System (VMail) – The voicemail system must have a minimum capacity of 2500. The system must allow telephone access both internally and externally. It must allow the system administrator to broadcast system wide messages to all users in a timely manner. It must have the capability for the administrator to display all related administrators logs, alarms, user extension trace, auto attendant routing, Class of Service (COS), history, remote user extension record, user extension record, time-zone, system parameters and server profiles. In addition, the system must be able to list address ranges, announcement sets, attendants, auto attendant schedules, COS, extensions, networked machines, traffic measurements, user remote extensions, users, and trusted servers. Interactive Voice Response System (IVR) - The IVR must be able to support a minimum of 96 incoming channels and be expandable for support a minimum of an additional 96 channels. The system must be able to provide voice menus to end-users and route calls to specific telephone system extensions by means of voice or DTMF codes. Call Center Voice/Screen Recording System (CRS) – The call recording system must have the capability to record both agent PC screen activity and Agent voice activity recording for a minimum of 120 Agents, providing 100% recording of all agents. The system must provide the ability for Record on demand for an additional 50 Agents. The system must provide a means by which authorized users may review the captured screen and voice information and evaluate the agent’s performance. The system must store recordings for a minimum of 30 days based on approximately 36,000 calls per month before deleting or archiving the oldest calls. Call Accounting System (CAS) – This system must provide the ability to capture the telephony data associated with all internal and external, incoming and outgoing calls. Data to be captured and stored is, at a minimum: Call Date; Call Time; Call Duration; Number Called; Number Calling; Call Direction (incoming/outgoing); Extension, State/Country/City of called/calling number; Trunk; User Name; Cost; Department Name. These records must be made available for a minimum of two years after creation. These records must have the ability be archived and retrieved upon demand. The system must provide a means by which to generate reports on any of the data fields listed above, for any specified time period within the 2 year period. Telephone Database – The telephone Database application is used to manage both the telephony systems and the facility cable plant. The application must be able to store the interrelations of all aspects of the telephony system, and must, at a minimum, provide inter-relationship/management for the following: Assigned Extension; Telephone Type, Building; Floor; Room; Jack number, cable pair information, Jack Label; Organization; Sub-Organization, Department; Unit; Office Symbol, Last Name; First Name; Published/Non-Published; Contractor (True/False); Intercom Group/Dial Code; Digital Port; Analog Port; Jack number/Port/Pairs assigned; as well as a number of customizable fields to record various other data sets not listed above. Audio Conference System (ACS) – The Audio Conference System must be able to provide a minimum of 192 lines for scheduled and un-scheduled (on-the-fly) hosted conferences. The system must provide a user interface which allows the authorized user to set-up, monitor and manage their conference remotely. The system must be able to support a minimum of 50 active web conference users simultaneously. The ACS must provide system administrators with the ability to administer user accounts, set-up, monitor and control audio/web conferences; track and monitor usage related to all users, user groups or individual users, and provide a report of same. The system must have the capability for authorized users to record the audio portion of conferences for playback at a later time or date until deleted by the system, administrator or authorized user. Voice Directory – The voice directory must provide callers with the ability to be connected to users within the facility by speaking their name into the system to be connected to the extension desired. Internal users must have the option to obtain Building, Floor, Room Number, Jack and Cable Pair information upon request. If a spoken name is not recognized, the user should have the capability to be routed to the facility operator for resolution. Digital Display Application – The Digital Display Application must collect data sets from the Call Metrics Reporting System. It must then format the data for display among several display devices, including LCD and Plasma panels. The Digital Display Application must also be able to control the incoming digital cable feed of each separate display device. 4.0 Platform Security and sustainability Requirements – All telephony and data systems and applications referenced herein are required to conform to the Department of Defense (DoD) and Defense Logistics Agency (DLA) Security Technical Implementation Guidelines (STIG) as required by the U.S. Department of Defense. The installing and/or maintaining vendor must ensure that the initial configuration of the PBX and /or any other related system meets the aforementioned security requirements and configurations prior to placing the system in an operational status. The installing/maintaining vendor must also have the ability to provide on-going support for operating system and application patches and system security vulnerabilities as they are identified, providing DLIS with detailed status of patch, availability dates, and a detailed accounting of any adverse actions relating to the installation of identified vulnerability/operating system/applications patches provided by OES vendors. The installing and/or maintaining vendor must provide timely justification for not applying the existing patch to the operational system. For patches which are not available at the time of vulnerability notifications, the installing/maintaining vendor must provide a date that the patch will be made available for installation. 5.0Baseline estimated costs - Baseline estimated costs for the purchase, installation and configuration of the systems referenced in this document should be selected from the ranges listed below. A.$0.1 -2.0 Million B.$2.1 - 4.0 Million C.$4.1 - 6.0 Million D.$6.1 - 8.0 Million E.$8.1 - 10.0 Million F.$10.1 - 12.0 Million G.$12.1 - 14.0 Million H.$14.1 - 15.0 Million I.$15.1 Million and above This is a REQUEST FOR INFORMATION (RFI) issued in accordance with FAR 15.201(e). The provision at FAR 52.215-3, Request for Information or Solicitation for Planning Purposes, is hereby incorporated by reference into this RFI. This RFI is for the sole and exclusive purpose of conducting market research. Any response to this RFI cannot be accepted by the United States Government to form a binding contract. Respondents are solely responsible for all costs and expenses related to responding to this RFI. No telephone calls accepted. Requests for follow up status or information will NOT be accepted, honored or acknowledged. Do not send any cost or pricing information with your submittal. No proprietary or classified information should be included in your response to this RFI. At the discretion of the respondent, the respondent may mark their RFI reply with a restrictive use legend. Company brochures or annual reports are not desired. Forward your RFI response, for receipt no later July 1, 2009 to: SHIP TO: Defense Logistics Agency ATTN: DLIS-TIL/Telecom Branch 74 N. Washington Avenue Battle Creek, MI 49037-3084 MARK FOR: TELEPHONY RFI RESPONSE Do NOT send your reply to either the primary or secondary point of contact listed in this FEDBIZOPS announcement. SUBMIT HARD PAPER COPY REPLY. No facsimile or e-mail replies accepted. RFI responses will NOT be returned. 1. Please submit one hard paper copy to the address listed above. Page format specifications include: 12 point font, single spaced, single-sided, 8.5 by 11 inch paper, with 1-inch margins. Page limit is 10 pages, inclusive of graphs, charts, illustrations and photos. All replies must be written in English. 2. Please provide the respondents technical and administrative points of contact (names, addresses, phone and fax numbers, and e-mail addresses). If in the future an acquisition requirement does in fact materialize, then the future acquisition action will be posted on FEDBIZOPS. Prospective offerors are reminded of their responsibility and duty to be vigilant and monitor FEDBIZOPS for any related future acquisition developments. DLIS appreciates responses from all technically qualified and responsible sources. Once again, no solicitation document exists. No telephone calls accepted. Requests for follow up status or follow up information will NOT be accepted, honored or acknowledged.
Web Link: FBO.gov Permalink
(https://www.fbo.gov/spg/DLA/J3/DRMS/SP4707/listing.html)
Place of Performance: Address: 74 N. Washington Avenue, Battle Creek, Michigan, 490373084, United States; Zip Code: 73084
Record: SN01848202-W 20090619/090618000145-44583daf701d032c5981e699c2fcc378 (fbodaily.com)
Source: FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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D -- Market Research Request for Information (RFI)