SOLICITATION NOTICE
70 -- Audio Teleconferencing System - Request for Information
- Notice Date
- 12/1/2015
- Notice Type
- Presolicitation
- NAICS
- 541512
— Computer Systems Design Services
- Contracting Office
- Department of State, Office of Acquisitions, Acquisition Management, 1735 N. Lynn St., Arlington, Virginia, 22209, United States
- ZIP Code
- 22209
- Solicitation Number
- SAQMMA16I0009
- Archive Date
- 1/7/2016
- Point of Contact
- Andrew T. Rothstein,
- E-Mail Address
-
RothsteinAT@state.gov
(RothsteinAT@state.gov)
- Small Business Set-Aside
- N/A
- Description
- Audio Teleconferencing System - Request for Information Request for Information (RFI) for Department of State PURPOSE: This Request for Information (RFI) is issued as market research to determine the capabilities of commercial industry to provide and maintain an audio teleconferencing system for the Department of State." The Government does not intend to award a contract on the basis of this RFI or reimburse any costs associated with the preparation of responses. This RFI is issued solely for information and planning purposes and does not constitute a solicitation. All information received in response to this RFI marked "Proprietary" will be handled accordingly. Responses to the RFI will not be returned. In accordance with FAR 15.201(e), responses to this RFI are not offers and cannot be accepted by the Government to form a binding contract. Responses to this RFI will assist DOS in determining the potential level of interest, competition adequacy, and technical capabilities of commercial industry to provide the required products and services. The Government does not guarantee any action beyond this RFI. REQUIREMENTS: The Government requires the vendor to provide commercial off-the shelf (COTS) products and associated support services necessary to design, customize, install, and maintain a new audio teleconferencing/phone-bridge system to replace the current system. General Operational Requirements: The general operational requirements are described below: 1. General System Requirements: a. The system shall operate 24 hours a day 7 days a week. The vendor shall provide a resilient system design to meet this requirement. b. The system shall accommodate at least 40 simultaneous operators. The system shall include individual user and administrative accounts with unique identifiers and logons that will roam with users to any workstation within the system. c. The system shall be able to handle up to 500 simultaneous telephone calls. The contractor shall specify the maximum number of calls its system can support. d. The system shall have an on-line client/server speed-dial directory database to support at least 150,000 records. e. The system shall have the ability to schedule up to 150 conference calls of two or more callers and customize conference access codes. f. The system shall provide comprehensive real-time logging of how operators are utilizing the system. g. The system shall be able to log system processes for maintenance and security purposes. 2. System Redundancies: a. High Availability- The system shall be critically reliable and fully redundant. No single-point-of-failure shall exist to meet this requirement. The system shall provide 99.999% up-time and provide for a seamless transition from a failed component/system to the redundant component/system. The system shall be able to perform consistently with no diminished functionality under periods of intense usage (i.e. high call volume, operating on backup power, air conditioning failure, etc.) b. Primary/Backup Systems - The vendor shall provide two identical systems (one primary and one backup) installed in two separate locations. The system shall also include the ability to access the primary and backup from each location as well as a third location with just end user devices. The system shall provide the same level of performance on the backup as the primary system at all three locations. c. Backup Database Server - The system shall have the capability to keep the primary and backup directory/speed-dial databases replicated at all times to ensure that if the primary server is unavailable, a fully replicated database will seamlessly support system functions. d. Data Synchronization - The system shall replicate data between all installation locations, providing a highly available and fault tolerant system. e. Power Supply - The contractor shall provide a redundant power supply to allow for full (non-degraded) operation during a power failure for up to 20 minutes. 3. Database and Records: At a minimum, the database shall be a non-proprietary data management solution that is compatible with normalized database software such as Microsoft SQL 2008 or newer, MySQL, or Oracle 11G or newer, and include the following: a. Contact Records - A record for each contact to include note fields and ability to add at least one photo of the contact. The contractor shall provide a listing of the contact record fields it uses in its COTS product. b. Contact Designation - The system shall have the ability to designate contacts as high priority. The system shall have the ability to distinguish and classify contacts into several different categories. Contact records shall also include the ability to highlight appropriate contacts for logging purposes. The vendor shall provide a listing of other contact designations included with the COTS system. c. Post/Office Records - The system shall have the ability to create records for foreign and domestic offices. The contractor shall provide a listing of the office record fields it uses in its COTS product. d. Linked Contacts/Group - The system shall provide the ability for users to link contacts by office or by communications. The system shall allow users to create call groups based on common calling patterns to expedite connections. e. Search Function - The system shall provide an intuitive search function that allows users to search contact records, office records, contact groups, conference calls, and call statistics. Search functions should include a wildcard feature allowing for alternate spellings. f. Import/Export - The system shall provide the ability to import and export records from the application as an individual record, in total, or as customized selected sets of records for business purposes. Exported data shall include a format that meets federally-mandated and DOS record-keeping standards. 4. Calling: a. Caller ID - The system shall include Caller ID capabilities that provide users with a caller's phone number and draws data from existing contact records and other available sources to provide complete caller information to the user in service of a call. b. Speed Dial - The system shall include a speed dial feature with a minimum of 100 speed dial pages that allows users to select and dial out to priority contacts in a way that expedites industry standard calling practices. c. Cascade/Blast Dial - The system shall allow users to choose the dialed numbers to attempt for a particular contact, as either a cascaded list or a blast dial. d. Sound/Line Quality Testing - The system shall allow users to adjust sound including call volume, mute callers, test the quality of individual lines, and locate lines experiencing technical difficulties/noise that is disrupting a call. e. Block Callers - The system shall have the ability to block callers who are designated by administrative users. 5. Conferencing: a. Conferencing Display - The system shall display the number and duration of active conferences. It shall allow a user to determine the number of participants in a conference and whether a conference member requires assistance. b. Conference Booking - The system shall include a conference call booking feature that allows users to schedule one-time and reoccurring conference calls, pre-programmed conference calls using existing contact records, and update scheduled and pre-programmed conferences. c. Update Active Conferences - The system shall allow users to dynamically manipulate active conference calls, including labeling conferences, adding additional participants and joining or splitting conferences. 6. Additional Communication Features: a. SMS/Email - The system shall have the ability to send text messages and/or email both domestically and internationally to one or more callers. The system shall be able to send texts immediately or at a pre-programmed date and time. b. Video/Radio - The system if possible should also be able to integrate with other platforms including, but not limited to, video conferencing and push to talk (PPT) radios. 7. System Integration: a. Secure Phone Systems - Where applicable, the system shall have the ability to field and connect calls by secure phone systems in an unsecured mode, allowing callers to establish their own secure connections independent of system users. b. DOS applications - The system shall have the ability to communicate with other applications used by the Department, preferably through application program interfaces. c. Transcription - The system shall have the ability to integrate voice recognition to facilitate the optional transcription of calls and generate a Word or PDF document, or other text-based formats visible in real time. 8. Metrics, Analytics, Reports: a. Reports - The system shall include a flexible reporting system that allows users to define reports and metrics and apply business intelligence and analytics for analysis of call data and other system data. The system shall have the ability to produce user defined and COTS standard reports on a regular schedule and on an ad hoc basis. The system shall have the ability to export report output into various formats (for example, Word, PDF, Excel, and HTML5) and include numeric, text, and graphical output (graphs, charts, etc.). The contractor shall also identify the standard reports produced by its COTS system. The system shall include administrative functions to limit report and log access to selected users. b. Metrics Dashboard - The system shall feature a dashboard where authorized users can view statistics, set up regular and ad hoc reports, and provide a wide variety of reporting and analytics. c. Management Dashboard - The system shall include a Management Dashboard to allow supervisors to view system status, call in progress, and messages from users. The vendor shall describe the features and functions of the system's management dashboard. 9. Graphical User Interface (GUI) and additional customizations: a. Customized GUI - The vendor shall be able to customize every aspect of the user experience. The GUI layout and appearance, directory fields, and database functionality shall be fully configurable to specific users' preferences. b. Intuitive and Hands-free Design - The system shall be intuitive and as "hands-free" as possible to allow users to multi-task between several systems and tasks. c. Customized Alerts - The system shall include customizable visual and audio alerts that are distinguishable from standard commercial operating system alerts. Examples of alerts include incoming calls, caller requires assistance, when calls are forwarding from a specific outside line, and real-time system errors. The system shall allow authorized users to program alerts to review database records, update or retire conferences, run reports, etc. d. Customized Prompts - The system shall allow users to create customized greetings, caller prompts, and select hold music for callers. The system shall provide a way to exempt certain callers from following prompts. Security Requirements: The general security requirements include: 1. Clearance: Vendors will be required to hold or obtain security clearances, up to the Top Secret level, granted by or recognized by the Defense Security Systems Operations Center Columbus (DSSOCC), formerly known as Defense Industrial Security Clearance Office (DISCO) for all vendor personnel (including subcontractors) working on the project. This clearance level requires that vendor support staff adhere to all DOS clearance requirements and obtain DOS identification badges to maintain building and user account access. 2. Trade Agreements Act: Vendors shall make every effort to maximize procurement of hardware manufactured in the United States using parts built in the United States and software developed in the United States. Hardware and software components shall comply with Section 508 of the Rehabilitation Act of 1973 and the Trade Agreements Act (FAR 52-225-5). 3. Additional Security Requirements: a. Conform to FIPS PUB 200: the minimum security requirements as defined through the use of the security controls in accordance with the National Institute of Standards and Technology Special Publication (NIST SP 800-53). b. Meet Intelligence Community Technical Specifications (ICS) 705 Chapter 11 governance, including the stipulation that information systems equipment with telephonic or audio features shall be protected against remote activation and/or removal of audio (analog or digitized) information. c. Meet the on-hook and off-hook audio protection provided by equipment identified by the National Telephone Security Working Group (TSWG) within the Committee on National Security Systems Instruction (CNSSI) 5006, National Instruction for Approved Telephone Equipment, or an equivalent Telephone Security Group (TSG) 2 system configuration within an Area of Operation-approved controlled space. This includes the installation of TSG 2 approved hardware in all related locations. System Lifecycle Support Requirements: The vendor shall provide the following support services. Note - All support services described below will require personnel with a security clearance, up to the Top Secret level, depending on the end user space, as described in "Security Requirements" above. • Site survey - The vendor shall perform surveys to gather site-specific information to detail the products, work, and schedules for the installation of the two full systems and three sites in three separate site survey reports (SSRs). • Site preparation - The vendor shall perform any site preparation, and other related work identified in the SSRs. The vendor shall complete all site preparation work without interruption to the current system's operation. • Shipping of equipment - The vendor shall ship equipment to the specified government location in accordance with best commercial practices. • System installation including engineering and configuration - The vendor shall provide system installation services to install, make operational, and fully integrate all three systems. The vendor shall complete system installation without interruption to the current system's operation. • Staff training - The vendor shall provide hands-on training for all system users in accordance with a proposed training plan. • On-site post-installation support - The vendor shall provide 24/7 on-site support over the first 30 days of the new system operation. • ITCCB approval - The vendor shall work with the Department's Information Resources Management staff to submit all equipment through the Department's IT Change Control Board and also assist with Cybersecurity Assessment and Authorization upon contract award. • The vendor shall support all federally-mandated Assessment and Authorization initiatives as defined by the Department. • Transition plan - The vendor shall describe how the transition from the current system to the new one will occur without interruption to current operations. • Hardware maintenance and spare parts - The vendor shall provide on-site maintenance for the all system components including hardware and software on a 24x7x365 basis. The vendor shall ensure a response time of less than 2 hours for critical failures. The vendor shall also stock critical spare parts on-site to ensure timely repair and comply with up-time requirements. • Software maintenance and software upgrades - The vendor shall describe how it will implement version upgrades while retaining customized DOS functionality without regressing to defects in earlier software versions. • Warranty and Lifecycle Support - The vendor shall describe the warranty, licenses, and lifecycle support for hardware and software it will include with the proposed system. • On-site/On-Call support - The vendor shall provide a Systems Engineer on an on-call basis when the Government accepts the system and the 30-day on-site support period is complete. The Systems Engineer shall be available within 2 hours' notice to provide on-site technical support in the event the system is operating at less than optimal levels. This response time shall be available 24 hours a day 7 days a week. (Note - the Systems Engineer will require Top Secret clearance) RFI RESPONSE INSTRUCTIONS: RFI responses should conform to the format below and provide the following information: 1. Section 1 - Cover Letter. The cover letter shall include the following: a. Company information - Include company name, point of contact, and contact information (name, address, phone number, email address, and fax number), short description of the company (history, experience in similar telephone systems, etc.), facilities clearance level (if cleared), and identification of any contract vehicles (IDIQs, BPAs, GWACs, GSA Schedules, etc.) for which the vendor holds an active contract. b. Company business size with socioeconomic classification based on North American Industry Classification Code 541512. c. Certifications - Include any certifications the company and/or its key personnel hold including, but not limited to Program/Project Management Professional (PMI), International Organization for Standardization, Capability Maturity Model Integration (CMMI), etc. d. Current Security Clearance level (if any). e. Teaming is encouraged to ensure an effective solution. Please provide similar information for any team members. 2. Section 2 - Sample Installation/Capability Statement. The purpose of this section is to provide information that will assist DOS with making a decision about how best to contract for the required products and services. Your response should include the following a. System Description - Please provide a description of the system you might implement to meet the requirements stated in this RFI. The description shall discuss the hardware and software components that would comprise the system and how you would maximize the use of commercial off-the-shelf software and hardware components. Also, describe how you would provide the required services, including on-call support. b. Program management: Please provide a brief description of how you would provide the required program and project management support using key personnel. c. Maintenance and support: Please provide a brief description of your capability and approach to providing the required maintenance and 24x7x365 support for the system as described above. d. Compliance: Please provide a brief description of how your products and proposed solution comply with Section 508 of the Rehabilitation Act of 1973, as amended, and the Trade Agreements Act. 3. Past Performance - Please briefly describe no less than one and no more than three of your projects/contracts of similar size and scope to this requirement. Also, please describe any experience with Agile Software development. 4. Section 3 -Rough Order of Magnitude Costs. The purpose of this section is to provide information that will assist DOS in estimating the cost of the system and budgeting appropriately. Please provide costs estimates for the following: a. Hardware - cost of the hardware for the three systems b. Base software package c. Software customization and personalization d. Services 1. Site survey and site preparation 2. Installation 3. Training 4. Hardware and software maintenance 5. On-call/on-site support SUBMISSION INSTRUCTIONS: Responses to this RFI shall total no more than 15 pages for section 2, with text no smaller than 11 point; however, text included in graphics, tables, and figures can be no smaller than 9 point. Limit any foldout pages to two per section. The cover page, cover letter, table of contents, and lists of database records are not included in the total page count. The submissions shall be in sufficient detail and clarity to provide DOS with the information it needs to assess the capabilities of responding vendors. Please provide an electronic version of your written response in Microsoft Word 2010 and Excel 2010 compatible files to: Andrew Rothstein, Contract Specialist, RothsteinAT@state.gov, by close of business on December 23, 2015 The Government will not accept questions after close of business on December 8, 2015. Please submit questions to RothsteinAT@state.gov The Government will post responses on Federal Business Opportunities approximately 3 business days after questions are due. Please be advised that all submissions become Government property and will not be returned.
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