VOICE OVER IP SYSTEM

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Request for Proposals



VOICE OVER IP SYSTEM




RFP #
2012
-
IT
001















Pathways LME

Department of Information Technology















ISSUE DATE:
March 1, 2012


RFP # 2012
-
IT001




Page
2




March 1, 2012

KEY INFORMATION SUMMARY SHEET


Pathways LME


Request for Proposals


Voice Over IP System


RFP #
2012
-
IT01




RF
P Issue Date:



March 1, 2012


Proposals are to be sent to:


Pathways LME


A
ttn:
Rena Wa
tkins


901
South
New Hope Road


Gastonia, NC 28054


Conta
ct Information:

Telephone: (704)
842
-
6429


Email:
ewatkins@pathwayslme.org



Closing
Date and Time:


March
30
, 2012, 5:00pm local time




NOTE:
FAXED AND EMAIL SUBMISSIONS WILL NOT BE ACCEPTED.









RFP # 2012
-
IT001




Page
3




March 1, 2012

Section 1
-

Invitation to Bid
................................
................................
................................
......................

7

Section 2
-

General Information

................................
................................
................................
..............

9

2.1

General
................................
................................
................................
................................
..........

9

2.2

Key Dates

................................
................................
................................
................................
......

9

2.3

Completion of Proposal Form

................................
................................
................................
....

9

2.4

Proposal Contents

................................
................................
................................
........................

9

2.4.1

Submission of Proposal

................................
................................
................................
..........

10

2.4.2

Pricing

................................
................................
................................
................................
.....

10

2.5

Deviation

................................
................................
................................
................................
.....

11

2.6

Warranty

................................
................................
................................
................................
....

11

2.7

Condition of

Goods

................................
................................
................................
....................

11

2.8

Trade Secret Confidentiality

................................
................................
................................
....

11

2.9

Time For Opening Proposals

................................
................................
................................
....

12

2.10

Withdrawal of Proposals
................................
................................
................................
...........

12

2.11

Considerations in Award of Contract

................................
................................
......................

12

2.12

Federal Taxes

................................
................................
................................
.............................

13

2.13

North

Carolina Sales Tax
................................
................................
................................
..........

13

2.14

Delivery

................................
................................
................................
................................
.......

13

2.15

Responsib
ility of Compliance with Legal Requirements

................................
.......................

13

2.16

Indemnity
................................
................................
................................
................................
....

13

2.17

Insurance

................................
................................
................................
................................
....

14

2.18

Certifica
tes and Notice of Cancellation

................................
................................
...................

14

2.19

Workers Compensation and Employers Liability Insurance

................................
................

14

2.20

Commercial General Liability

................................
................................
................................
..

14

2.21

Automobile Liability Insurance
................................
................................
................................

15

2.22

Professional Liability Insurance
................................
................................
...............................

15

2.23

Contractor's Installation Floater
................................
................................
..............................

15

2.24

Addendum

................................
................................
................................
................................
..

15

2.25

Compliance with Proposal Requirements

................................
................................
...............

15

2.26

Right To Reject Proposals
................................
................................
................................
.........

15

2.27

Proposal Evaluation:

................................
................................
................................
.................

15

Section 3
-

System Overview and Requirements
................................
................................
..................

17

3.1

Project Overview

................................
................................
................................
.......................

17

3.2

Pathways LME Profile

................................
................................
................................
..............

18

3.2.1

Current Infrastructure

................................
................................
................................
..........

19

3.3

Core Functionality

................................
................................
................................
.....................

21

3.3.1

The proposed IP
-
PBX must:

................................
................................
................................
.

21

3.3.2

E911 Services Support

................................
................................
................................
...........

21

3.3.3

Survivability and Failover

................................
................................
................................
.....

21

3.3.4

Inbound Call Processing

................................
................................
................................
........

22

3.4

Call Centers

................................
................................
................................
................................

22

3.4.1

Call Center Functional Requirements:

................................
................................
................

22

3.5

Hunt Groups
................................
................................
................................
...............................

23

3.6

Auto Attendant
................................
................................
................................
...........................

23

3.7

Migrat
ion and Implementation Cutover

................................
................................
.................

24

3.8

IP
-
PBX Station Requirements

................................
................................
................................
..

24



RFP # 2012
-
IT001




Page
4




March 1, 2012

3.8.1

Specific Phone Requirements

................................
................................
................................

24

3.9

Analog and Fax over IP (FoIP)

................................
................................
................................
.

25

3.10

Dialing Plan

................................
................................
................................
................................

26

3.11

Voice Messaging System
................................
................................
................................
............

26

3.12

Systems Management

................................
................................
................................
................

27

3.13

Ad
-
Hoc Conference Calls and Conference Bridge

................................
................................
.

27

3.14

Timeline for Completion

................................
................................
................................
...........

28

Section 4
-

Technical Proposal Response Form

................................
................................
...................

30

4.1

Response Section 1


Introduction

................................
................................
...........................

30

4.2

Response Section 2



Qualifications

................................
................................
.........................

31

4.2.1

Firm’s Capabilities

................................
................................
................................
.................

31

4.2.2

General Overview
................................
................................
................................
...................

31

4.2.3

Vendor Experience

................................
................................
................................
.................

31

4.2.4

Management and Organization Capabilities

................................
................................
.......

31

4.2.5

Additional Resources

................................
................................
................................
.............

31

4.2.6

Past Experience

................................
................................
................................
......................

31

4.2.7

Problem Resolution

................................
................................
................................
................

31

4.2.8

Project Team and Management

................................
................................
............................

31

4.2.9

Project Manager

................................
................................
................................
.....................

32

4.2.10

Project Management Plan

................................
................................
................................
.....

32

4.2.11

Team Members

................................
................................
................................
.......................

32

4.3

Response Section 3
-

Proposed System Solution

................................
................................
.....

33

4.3.1

Statement of Understanding
................................
................................
................................
..

33

4.3.2

Proposed Solution and Configuration

................................
................................
..................

33

4.3.3

Enhanced 911 (E
-
911) Services Support

................................
................................
..............

34

4.3.4

Software Release of the Proposed Solution
................................
................................
..........

35

4.3.5

Operating System

................................
................................
................................
...................

35

4.3.6

Database Integrity

................................
................................
................................
..................

35

4.3.7

Call
Center

................................
................................
................................
..............................

35

4.3.8

Call Recording

................................
................................
................................
........................

36

4.3.9

Call Center Reporting
................................
................................
................................
............

37

4.3.10

Redundant System Design Elements

................................
................................
....................

37

4.3.11

SIP Offering

................................
................................
................................
............................

37

4.3.12

ISDN PRI Services

................................
................................
................................
.................

37

4.3.
13

Ad
-
Hoc Conferencing and Conference Bridge

................................
................................
....

37

4.3.14

VoIP Overflow Traffic

................................
................................
................................
...........

38

4.3.15

Analog Telephones, Facsimile and Modem Support

................................
..........................

38

4.3.16

Voice Terminal Instruments


Regulation Requirements
................................
..................

38

4.3.17

PC Client Softphone
................................
................................
................................
...............

38

4.3.18

Soft Attendant Console

................................
................................
................................
..........

39

4.3.19

IP Audio Conferencing Unit
................................
................................
................................
..

39

4.3.20

IP Telephone Instruments

................................
................................
................................
.....

39

4.3.21

Station User Features

................................
................................
................................
.............

40

4.3.22

Additional Desktop Options and Accessories

................................
................................
......

40

4.3.23

Mobility Features

................................
................................
................................
...................

40

4.3.24

Teleworking

................................
................................
................................
............................

41



RFP # 2012
-
IT001




Page
5




March 1, 2012

4.3.25

Systems Management
................................
................................
................................
.............

41

4.3.26

System/Port Capacity
................................
................................
................................
.............

42

4.3.27

Terminal Capacity
................................
................................
................................
..................

42

4.3.28

Security Features

................................
................................
................................
....................

42

4.3.29

Facilities Management System

................................
................................
..............................

43

4.3.30

Threshold Alarms
................................
................................
................................
...................

43

4.3.31

Quality of Service

................................
................................
................................
...................

44

4.3.32

Optional Reports

................................
................................
................................
....................

44

4.3.33

Call Detail Recording

................................
................................
................................
.............

44

4.3.34

Maintenance
................................
................................
................................
............................

45

4.3.35

Alarm Conditions

................................
................................
................................
...................

45

4.3.36

Voice and Integrated Messaging System
................................
................................
..............

45

4.3.37

Unified Communications

................................
................................
................................
.......

46

4.4

Response Section 4
-

Equipment Listing

................................
................................
.................

47

4.5

Response Section 5
-

Testing and Acceptance

................................
................................
.........

47

4.6

Response Section 6
-

Migration/Cutover Plan

................................
................................
........

47

4.7

Response Section 7


Training Information

................................
................................
............

48

4.8

Response Section 8


Maintenance Costs

................................
................................
................

48

4.9

Response Section 9


Additional Information

................................
................................
.........

49

4.10

Response Section 10


Exceptions

................................
................................
............................

49

4.11

Response Section 11
-

Notice to Proceed
................................
................................
..................

49

4.12

Response Section 12
-

Vendor Information

................................
................................
.............

50

4.13

Response Section 13


Summary of Costs

................................
................................
...............

51

Section 5
-

Price Proposal

................................
................................
................................
.......................

52

Attachment 1
-

Draft Contract

................................
................................
................................
..............

64

Attachment 2


Vendor Question Form
................................
................................
................................

69
























RFP # 2012
-
IT001




Page
6




March 1, 2012

Table of Figures


Figure 1
-

Network Configuration

................................
................................
................................
.............

20





















































RFP # 2012
-
IT001




Page
7




March 1, 2012

Section 1
-

Invitation to Bid


INVITATION TO BID

ON

VOICE OVER IP SYSTEM

RFP #
2012
-
IT
001



Pursuant to Section 143
-
129 of the General Statutes of North Carolina, sealed proposals addressed
Rena
Watkins
,
Pathways LME
IT

Department
,
901 South New Hope Road
, Gastonia, NC
28054

and marked
"RF
P

#

2012
-
IT
001
"
will be accepted until
5
:00 p.m.

EST,
Marc
h
30
, 2012
.


A Request for Proposal Package containing instructions for submitting bids and complete requirements
and information may be obtai
ned
on our website at
www.pathwayslme.org/mis/PBH
M_VOIP_RFA.pdf

or
at the
Pathways LME Administrative Office
, 901 S. New Hope Road, Gastonia, NC 28054, during
regular office hours of 8:00am until 5:00pm Monday through Friday.


All questions shall be written and submitted using the
Vendor

Question Form found in Attachment 2 of
this RFP.
All questions must be subm
itted to
Pathways LME
, Attention:
Rena Watkins vi
a email

(
ewatkins@pathwayslme.org
) or by mail to the address on
page 9
. All questions must be written ON
THE QUESTION FORM.
All q
uestions received before
5:00 p.m
.
,
March
08
, 2012,

will be
incorporated into one Addendum that will list all que
stions and answers. Questions
and answers will be
posted at
www.pathwayslme.org/mis/voipqa.htm

by

5:
00 p.m., EST,
March 15, 2012
.


Pathways LME

wishes to see cost figures based on

purchase


of equipment and services and a cost
figure to “lease” all equipment and services.


The project will consist of replacing f
our separate telecommunication systems at the four
primary
physical locations operated by
Pathways LME
. Installation and imple
mentation must be coordinated to

not disrupt current operations at any of the locations
during the build phase and
to ‘turn up’ t
he new
system at all locations
simultaneously.


Pathways LME reserves the right to accept or reject any or all proposals.
Please be conscious of all
dates and times mentioned in this RFP.

















RFP # 2012
-
IT001




Page
8




March 1, 2012























END OF SECTION






RFP # 2012
-
IT001




Page
9




March 1, 2012

Section 2
-

General Information


2.1

General

This RFP documents
Pathways LME
’s,
requirements for a native IP based voice and data
communication system to replace the current telephone system
s
.


2.2

Key Dates


Advertisement/Release of RFP

March 1, 2012

Dea
dline for Receipt of
Questions

March
8
, 2012,
at 5:00 p.m. EST

All questions must be in writing and received by
March
8
, 2012,
5:00 p.m.
, EST. Questions must be
faxed, emailed
or mailed to the attention of
Rena
Watkins
at (704)
854
-
4203
.



Pathways
will respond
by March
1
5
, 2012 at 5:00pm
.


Deadline for Receipt of
Proposals

(Proposals MUST
be received by this time, post
marked will not be accepted
as received)

March
30
, 2012

at
5
:00 p.m. EST

Pathways LME

901 South New Hope Road

Gastonia
, North Carolina
28054


Opening of Bids

April 2, 2012, 10:00am at Pathways LME
Administrative Office

Evaluation of Bids
by Pathways
LME

April 2
, 2012


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A
pril 13
, 2012




2.3

Completion of Proposal Form

Vendor
s must follow the proposal response format contained in Section 4 of this RFP package; one (1)
original, four (4) copies and one (1) electronic copy MS Word of the complete proposal are required.
All prices and notations

shall be written in ink or typed. The individual signing the proposal must initial
changes or corrections made on the proposal. No corrections will be permitted once proposals have
been opened.


2.4

Proposal Contents

In order to properly and completely
respond to this RFP,
Vendor
s must carefully review
all

sections and
respond as required. The use of the word “shall” within the context of this Request for Proposal (RFP)
indicates a requirement of the RFP. Specifically,
Vendor
s must ensure written response to
all applicable
paragraphs containing requirements.



RFP # 2012
-
IT001




Page
10




March 1, 2012

Vendor

shall submit as part of their

proposal detailed specifications for the goods they will furnish.
Proposals shall be in str
ict accordance with the

specifications.
Any proposal that is not in strict
accordance wi
th
Pathways LME
’s

specifications must detail each exception in Response Section 8 of the
proposal entitled, “Exceptions” and provide a brief overview in the Letter of Introduction.


A complete list of all equ
ipment proposed must be provided, specifying manufacturer and individual
model numbers, unit prices and extended prices. All equipment and component parts furnished shall be
new, meet the requirements stated herein, and be in operable condition at the ti
me of delivery.


The
Vendor

shall provide a detailed description of any special equipment provided.



2.4.1

Submission of Proposal

Proposals must be in a sealed envelope properly marked
“RFP #
2012
-
IT
001
"
, and shall be addressed
to the following address:


Pathways LME

Attn:
Rena Watkins, IT Department

901 South New Hope Road

Gastonia, NC
28054


In order to expedite the evaluation of proposals, each
Vendor

shall organize its proposal in accordance
with this section. Proposals that do not follow the specified format outlined below may be deemed
NON
-
RESPONSIVE
and may be disqualified from the evaluation process. In addition, failure on the
part of
Vendor

to p
rovide any portion of the required documentation may be cause for rejection of the
proposal. In the event of any conflict between any of the proposal documents, resolution thereof shall be
at

Pathways LME
’s sole discretion. Format for proposal shall confor
m to the following requirements:




All Proposal documents shall be fastened with plastic spiral type binding if necessary; three ring
hard cover binders are acceptable.



The font on each page shall be 12 point Times New Roman, black ink is preferred.



The pag
es shall be single
-
sided and single
-
spaced.



The pages shall be numbered sequentially using Arabic numerals (1, 2, 3, etc.).



Submittal shall include a “Table Of Contents” and give page numbers for each part of the
requirements.



Each criteria response to thi
s RFP will be separated and identified by use of a divider sheet with
an integral tab for ready reference.


2.4.2

Pricing

VENDOR
S SHALL SUBMIT ONE

(1)
ORIGINAL AND FOUR (4
) COPIES IN

SEPARATE
SEALED CONTAINER
S

WITH ONE (1) ELECTRO
NIC COPY IN MS EXCEL

ON

CD
-
ROM/DVD. ALL SEALED INDIVIDUAL CONTAINERS CAN BE SEALED WITHIN A
SEPARATE CONTAINER.
THE OUTSIDE SHALL BE IDENTIFIED CLEARLY AS "COST
PROPOSAL” OR “TECHNICAL PROPOSAL" WITH THE REQUEST NUMBER AND
CLOSING DATE.




RFP # 2012
-
IT001




Page
11




March 1, 2012

Prices quoted in bid shall be FOB Desti
nation and include all costs; shipping, delivery, setup,
installation and training.
Vendor

shall guarantee the prices quoted against any increase for whatever
delivery date is specified and contract period required.


Proposals submitted should specify fix
ed unit and extended pricing for all equipment and services
specified. The
Vendor

and
Pathways LME

will mutually agree upon a payment schedule.


Proposals must show as separate items the quantity, if applicable, and cost of:



Proposed Equipment and Software



Recommended Critical Spares



Installation



Training for:

o

(
3
) Technical Systems, Maintenance and Administrative

o

(3
) Basic Administrative and Telephone Station Programming

o

(12
) “Train the Trainers” (See Section 4
-

Response Section
7



Training)



Project Mana
gement



Yearly Maintenance Options offered by
Vendor

or designated subcontractor



All other costs incidental to the successful installation
and maintenance
of the specified systems.


Pathways LME

shall not incur any additional costs not stated in the proposal, unless specifically ag
reed
to in writing by
Pathways LME
.


2.5

Deviation

Pathways LME

reserves the right to allow or disallow minor deviations or technicalities sh
ould
Pathways LME

deem it to be in

the best interest of
Pathways LME
.
Pathways LME

shall be the sole
judge of what is to be considered a minor deviation or technicality. If
Pathways LME

deems the
proposal to be incomplete or deems the proposed system deviates from th
e sp
ecifications,
Pathways
LME

may reject the proposal.


2.6

Warranty

Vendor

warrants that all goods furnished shall be free from all defects, and shall conform in all respects
to the technical specifications established by
Pathways LME
.
Vendor

shall submit w
ith the proposal
form a copy of the manufacturers' warranties against defects in materials and workmanship covering the
goods proposed.


If
Pathways LME
's specifications include a statement of the particular purpose for which the goods will
be used, the go
ods offered by
Vendor

shall be fit for this purpose.


2.7

Condition of Goods

All goods shall be new and in no case will used, reconditioned or obsolete parts be accepted.


2.8

Trade Secret Confidentiality

All proposals received and recorded are consider
ed public record and available for public inspection.
According General Statutes 132
-

1.2, trade secrets contained in a bid may be kept confidential if the
Vendor
, at the time the bid is submitted, designates the secret and requests that it be kept confi
dential.


RFP # 2012
-
IT001




Page
12




March 1, 2012

This right of privacy will be construed as narrowly as possible to protect the interests of the vendor
while attempting to maximize the availability of information to the public.


2.9

Time For Opening Proposals

Proposals will be opened promptly a
nd read at the time and date set forth in the advertisement. Any
proposals received after the scheduled closing time for the receipt of proposals will not be considered
and will be returned to the
Vendor
, unopened.


2.10

Withdrawal of Proposals

Vendor
s may withdraw or withdraw and resubmit their bid at any time
prior

to the closing time for
receipt of bids
.


2.11

Considerations in Award of Contract

In determining the lowest responsible proposal in accordance with G.S. 143
-
129,
Pathways LME

will
conside
r, among other factors:


a.

modern,

accepted practices

b.

engineering, des
ign, efficiency and workmanship

c.

maintenance costs

d.

availability

of service and parts inventory

e.

operation costs

f.

delivery time

g.

warranties provided

h.

Vendor
’s experience, design skills and
productio
n capabilities

i.

completeness and appropriateness of prop
osal submitted
and

j.

performance (based on
Pathways LME
’s

previous use of the same or similar equipment
m
ade by
the manufacturer).


Proposals will be evaluated for conformance to the specificat
ion requirements. To be considered a
responsive
Vendor
, the
Vendor

must submit with the proposal documentation demonstrating
Vendor
’s
capability and experience in the design and implementation of similar systems. A significant weight of
the evaluation wi
ll be the expertise, customer support structure, training program for users, customer
response record, and financial stability of the
Vendor
.


An evaluation committee will study proposals.


Finalists may be invited to an interview, telephone consultation, or receive requests for clarifications.
Selection of the successful
Vendor

will be followed upon completion of contract and proposal
clarifications. The evaluation committee's final recommen
dations will be based upon an analysis of the
total package
best fit
offered to
Pathways LME

and not just the lowest purchase price.

Pathways LME
reserves the right to add or delete items or adjust quantities.


The terms and conditions for contract award i
mposed herein shall govern in all cases, and conflicting
terms or conditions submitted by the
Vendor

may constitute sufficient grounds for rejection of the
proposal.




RFP # 2012
-
IT001




Page
13




March 1, 2012

Pathways LME

has included a Draft Contract document as Attachment 1 at the end of this RF
P for
review by the
Vendor
s.


2.12

Federal Taxes

Pathways LME

is
not
exempt from
paying

Federal Excise Taxes or Transportation Taxes.


2.13

North Carolina Sales Tax

If
Vendor

is required to charge North Carolina sales tax on
Vendor
's sales,
Vendor

shall not include it as
part of the proposal price.
Pathways LME

will pay North Carolina sales tax over and above proposal
prices when invoiced.


2.14

Delivery

Goods shall be delivered
F.O.B. Destination

at each of the four installation sites which are l
isted
below and
shall be complete and ready for use unless otherwise specified
:



901 S. New Hope Road

Gastonia, NC 28054



2505 Court Drive

Gastonia, NC 28054



1985 Tate Blvd, SE Suite 529

Hickory, NC 28602



200 Elkin Business Park Drive

Elkin, NC 28621


On
-
time delivery of goods and services is an essential part of the consideration to be received by
Pathways LME
. All delivery will be made prior to the expiration date of the agre
ement and in adherence
with the

completion deadlines in Section 3. Delivery
made after the expiration date of the agreement
will be at Seller’s sole risk and invoices for delivery made after the expiration date of the agreement will
be rejected. Upon receipt of notification of delivery delay,
Pathways LME

at its sole option may ca
ncel
the order or extend delivery times. Such extension of delivery times will not be valid unless extended in
writing by an authori
zed representative of the
Pathways LME
. To mitigate or prevent damages caused
by delayed deliver
y,
Pathways LME

may require
vendor

to deliver additional quantity utilizing express
modes of transport, and or overtime, all costs to be contractor responsibility.
Pathways LME

reserves the
right to procure from alternate source, and/or refuse receipt of or return delayed deli
veries,

at no cost to
Pathways LME
.


2.15

Responsibility of Compliance
with

Legal Requirements

The
Vendor
's products, service and facilities shall be in full compliance with any and all applicable state,
federal, local, environmental and safety laws, regulations,

ordinances and standards or any standards
adopted by nationally recognized testing facilities regardless of whether or not they are referred to in the
proposal documents.


2.16

Indemnity

The Selected Vendor shall inde
mnify and hold
Pathways LME
, its agent
s and employees, harmless
against any and all claims, demands, causes of action, or other liability, including attorney fees, on
account of personal injuries or death or on account of property damages arising out of or relating to the


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March 1, 2012

work to be performed
by Vendor hereunder, resulting from the negligence of or the willful act or
omission of Vendor, his agents, employees and subcontractors.


2.17

Insurance

The Selected Vendor shall maintain insurance from companies licensed to wr
ite business in North
Carolina
and acceptable to
Pathways LME
, of the kinds and minimum amounts specified below.


2.18

Certificates and Notice of Cancellation

Before commencing work under this agreement,
the Selected

Vendor shall furnish
Pathways LME

with
certificates of all insurance required below. Certificates shall indicate the
type;

amount, class of
operations covered, effective date and expiration date of all policies, and shall contain the following
statement:


"The insurance covered by this certifi
cate will not be canceled or materially altered, except after (30)
days written notice has been received by
Pathways LME
."


The Certificate of Insurance, naming
Pathways LME

as an additional insured, shall be further evidenced
by an actual endorsement furnished to
Pathways LME

from the insurer within thirty (30) days of the
signing of the contract between th
e Selected Vendor and
Pathways LME
.


2.19

Workers Compensation and Em
ployers Liability Insurance

V
endor

shall comply with the North Carolina Workers’ Compensation Act and shall provide for the
payment of workers’ compensation to its employees in the manner and to the extent required by such
Act. Additionally,

Vendor

shall
maintain, at its expense, the following minimum insurance coverage:



Commercial General Liability:


$1,000,000 per occurrence /$2,000,000 aggregate
---

Bodily Injury Liability, and


$100,000
---

Property Damage Liability, or

$1,000,000 per occurrence /$2,
000,000 general aggregate
---
Combined Single Limit Bodily
Injury and Property Damage



Successful
V
endor
, upon execution of a c
ontr
act, shall furnish to
Pathways LME

a standard ACORD
form Certificate of Insurance from an insurance company, authorized to do business in the State of
North Carolina, verifying the existence of the insur
ance coverage required by
Pathways LME

in this
section. The Certificate shall provide
for thirty

(30) days advance written notice in the event of a
termination or cancellation of coverage
.


2.20

Commercial General Liability

The Selected Vendor shall include coverage for independent contractor operations, contractual liability
assumed under the provisions of this contract, products/completed operations liability and broad form
property damage liability insurance coverage.


E
xclusions applicable to explosion, collapse and underground hazards are to be deleted when the work
involves these exposures. The policy shall provide liability limits at least in the amount of $1,000,000
per occurrence, combined single limits, applicable

to claims due to bodily
injury and/or property
damage.
Pathways LME

shall be named as an additional insured under this policy.



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2.21

Automobile Liability Insurance

The Selected Vendor shall cover all owned, non
-
owned and hired vehicles, providing liabilit
y limits at
least in the amount of $1,000,000 per occurrence combined single limits applicable to claims due to
bodily injury and/or property damage.


2.22

Professional Liability Insurance

The Selected
Vendor will be required to take out and maintain Profe
ssional Liability Insurance
providing liability insurance limits at least in the amount of $1,000,000. The Vendor will be required to
maintain this coverage for a period of at least two (2) years beyond substantial completion of the
contract.


2.23

Contrac
tor's Installation Floater

The Selected Vendor shall provide and maintain Property Installation Floater or appropriate insurance
protecting against loss or damage of the equipment to be installed. Coverage shall be written in the
amount of one hundred per
cent (100%) of the contract amount and shall remain i
n force until accepted
by
Pathways LME
. The coverage shall be written in the name of Ven
dor and shall protect
Pathways
LME

as its interests may appear.


The Selected Vendor shall be responsible for any
loss within the deductible applicable to this insurance.


The coverage shall be written
in the name of Vendor and
Pathways LME

and shall protect the
subcontractors as their interests may appear.


2.24

Addendum

The proposal package constitutes the entire se
t of proposal instructions to the
Vendor
.
Pathways LME

shall not be responsible for any other instructions, verbal or written, made by anyone. Any changes to
the specifications will be in the form of an Addendum, which will be mailed to all
Vendor
s who are
listed with the
Pathways LME
IT Department

as having received the proposal package

as well as posted
on the Pathways LME website
.


2.25

Compliance
with

Proposal Requirements

Failure to comply with these provisions or any other provisions of the
General Statutes of North
Carolina will result in rejection of proposal.


2.26

Right To Reject Proposals

Pathways LME

reserves the right to reject any or all proposals.


2.27

Proposal Evaluation:

Proposals shall be evaluated to determine which response is
most advantageous to
Pathways LME

as
defined in the Special
Terms and Conditions.
Pathways LME

reserves the following rights:

1)

To waive informalities in the proposal or proposal procedure

2)

To reject the response of any persons or corporations that have prev
iously defaulted on any
contract with
Pathways LME

or associated merger partners,

or who have engaged in conduct that
constitutes a cause for debarment or suspension

3)

To reject any and all responses



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March 1, 2012

4)

To re
-
advertise for proposals previously rejected

5)

To other
wise provide for the purchase of such equipment, supplies materials and services as may
be required herein

6)

To award the purchase order or contract on the basis of price and other factors, including but not
limited to such factors as delivery time, quality,

uniformity of product, suitability for the
intended task, and
Vendor
’s ability to supply

7) To increase or decrease the quantity
herein specified







END OF SECTION







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Section 3

-

System Overview and

Requirements


3.1

Project Overview

This RFP documents
Pathways LME
’s require
ments for an IP based voice tele
communication syste
m.

This communications sy
stem will

replace four separate telephone systems currently operating at the four
main business locati
ons
. The proposed communications system must support at a minimum, all the
required call processing, voice messaging,
recording,
reporting,
management, and administrative
features of the RFP.


Pathways LME

is exploring
avai
lable solutions to replace exist
ing telephone systems

with an integrated
enterprise network that will support IP telephony and collaborative communication among PC
-
based
workstations.
The primary goals of replacing the current telephone system
s

are:




Providing users with integrated,
uniform functionality for all tele
phone stations across the
organization
.



Providing a resilient communications network with high fault tolerance, c
apable of rapid
restoration,
redeployment
, and survivability

in the event of a disaster
,

location outage
, or
communication interruption
.



Providing multiple

discreet
full function call center
s

operating at multiple locations
.



Providi
ng
fully functional teleworking cap
abilities including call center personnel

and functions
.



Reducing monthly recurring costs by lever
aging existing network infrastr
ucture
, least cost call
routing, and
eliminating redundant circuits.



Integrating the voice and data network to improve levels of service and a single system to
manage
.



Improving work efficiency by offering state
-
of
-
the
-
art co
mmunications to end
-
users
.



Eliminate

th
e cost of Move
-
Adds
-
and Changes.



Investing in a communications system that is scal
able to grow with the
Pathways LME

well into
the future.



Implement robust voice mail

and unified communication

system
s

that ha
ve

the c
apability
of
integrating with
Pathways LME
’s

e
mail system
.


Pathways LME

seeks a Vendor that has demonstrated the ability to coordinate and control diverse
workgroups,
functionality

and suppliers/contractors to identify, document and achieve objectives within
approved schedule and costs. The ability to control activities as required and completing the work
necessary to achieve the project objectives within contracted delivery and cos
t schedules are essential
elements of the services to be
provided.


This RFP is intended to provide a standard framework from which to evaluate proposals and allow
Vendor
s the flexibility necessary to propose the most comprehensive and cost
-
effective system they
have to offer.
Vendor
s are encouraged to include additional information regarding applicable
technologies that may exceed the requirements set forth in the RFP.


P
reference will be given to the
Vendor

that provides a comprehensive, cost
-
effective solution for current
specifications, future growth requirements, and ongoing service and support.




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The system purchased is expected to have a supported service life of at
l
east 10 years

and to be
compatible to the maximum extent practical with evolving technological innovations that can be
reasonably foreseen.


3.2

Pathways LME

Profile


Pathways LME is currently in the process of merging with Crossroads Behavioral Healthcar
e and
Mental Health Partners to form Partners Behavioral Health Management on July 1, 2012. Partners
BHM will be
an eight
-
county Local Management Entity/Managed Care Organization (LME/MCO) in
North Carolina
.

The
geographic area covered by
Partners BHM
w
ill consist

of
counties run
ning

from
the Virginia state line south to the South Carolina state line along the I
-
77 corridor from the foothills of
the Blue Ridge to the southern pi
edmont area. N
orth to south, the counties are Surry, Yadkin, Iredell,
Catawba
, Burke, Lincoln, Gaston and Cleveland. The combined population for the eight counties is
904,479. The area includes 78 towns and municipalities ranging from metropolitan cities that are
adjacent to the large metropolitan area of Charlotte N.C., to small r
ural towns
.


















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March 1, 2012

3.
2
.1

Current
Infrastructure


Pathways LME

currently operate
s

separate telephone and data networks at
the
four
primary
locations
.

A
new Metro Ethernet Wide Area Network (WAN)

is

being implemented
and all data, voice, and video
traffic will utilize this infrastructure.


The
Pathways LME

facilities addressed in this RFP consist of four locations:




901 S. New Hope Road

Gastonia, NC 28054



2505 Court Drive

Gastonia, NC 28054



1985
Tate Blvd, SE Suite 529

Hickory, NC 28602



200 Elkin Business Park Drive

Elkin, NC 28621


P
remise network wiring at the four

locations

is at min
imum Category 5E. The facilities

at
South
New Hope Road and Elkin Business Park Drive are
currently operating
VoIP communication
systems and providing converged
data and IP voice communications t
o the desktop. The
network backbone at all locations is in process of being upgraded and standardized to
Nortel/Avaya
routing
switches
(series 5500 and 4500)
with
Power
-
Over
-
Ethernet (Po
E) ports
provisioned

for all distribution drops.

The Metro Ethernet

Wide Area Network (WAN)
traffic
will be routed

and monitored

by

Adtran
4430 routers.

Sufficient
Quality of Service (Qo
S) has been specified on each
Metro Ethernet
c
ircuit to facilitate
prioritization of voice traffic between
sites.

All Data and voice
VLANs

have
been identified and can be provided if required.
Proposed communications solutions must
utilize this network communication infrastructure
.


All four facilit
ies currently have local trunk servic
es via PRI which
will remain in
-
place as
survivable local trunk services, for emergency situations,
to
allow for easy implementation of
LCR, and
for
working with the centrally located IP
-
PBX common control at the host s
ites.


Pathways LME

operates fully functional data

centers at
South
New Hope Road and Elkin
Business Pa
rk Dr
ive. The
data resources are deployed

i
n a High Availability VMWare

5.0

cluster
environme
nt with desktops also virtualized with VMWare 5.0
. The
South
New Hope
Road data

center serves as the primary

location
for the virtualized applications
with backup and
disaster recovery operations performed at the Elkin d
atacenter.
Virtualized desktop servers and
resources are divided between the two data

cente
rs and supported with cross
-
replication to the
opposite data

center.

It is highly desirable for
any

applications associated with the proposed
solution to utilize the existing VMWare

and
SAN
storage
infrastructure
.


Refer
to Figure 1
for the initial networ
k configuration as it relates to the proposal.





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March 1, 2012

Figure
1
-

Network Configuration



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March 1, 2012

3.3

Core Functionality


3.3.1

The proposed IP
-
PBX must
:

a.

Provide a single system solution across all
Pathways LME

facilities
.

b.

Support of the existing
4 or
5
digit

dialing plan between all station users regardless of
location
.

c.

Have a transparent operation across all
Pathways LME

facilities of
all
stations,
attendants,
and system features
.

d.

Have a systems management solution utilizi
ng a
single

unified databas
e and management
interface for all station user profiles

and system
-
level operations
.

e.

Support
Network
-
wide attendant operator services across all
Pathways LME

facilities,
includ
ing the capability to support
centrally located
and distributed
attendant pool
s.

f.

Provide
c
omplete system redundancy including
Messaging, Call Control, and
Call Center
functionality.

g.

Support
Least Cost Routing (LCR) utilizing PSTN and/or WAN trunk services across the
network for all voice calls (station
-
to
-
station and PSTN trunk connections).

h.

Support full E911 functionality
.

i.

U
tilize Session Initiation Protocol (SIP) within the WAN
.

j.

U
tilize current

ISDN/PRI T
runking and
support
future implementation of SIP Trunking
.

k.

Support multiple Call Centers with assoc
iated detailed reporting and call recording
.

l.

Provide
Detailed Reporting and Auditing Functionality
.

m.

Provide a secure

solution to optimize system performance and reduce the probability of toll
fraud, restricted calls, and unauthorized or illegal system and
network access.



3.3.2

E911 Services Support


It is mandatory the proposed IP
-
PBX support location
-
based E911 services provided by a public safety
answering point (PSAP) as defined by FCC regulations.


All
Pathways LME

IP
-
PBX station user E911 calls must be directed to their
local PSAP

for call
handling and response regardless of location.


3.3.3

Survivability and Failover

Pathways LME

requires the proposed IP
-
PBX solution support network failover resiliency in the
unlikely event of a catas
trophic failure.
Due to the distributed nature of the functions and departments
between the four locations, an interruption at a sin
gle location sho
uld have minimal

impact on remainder
of the network. Full Call Center
, Call Control, and Voicemail

functionality must be maintained at all
unaffected locations.

Network failover resiliency requires all IP endpoints, cabinets/port carriers, and
media gate
way
s

at all facilities automatically re
-
register to a designated back
-
up IP
-
PBX if so
programmed.

Once the host site(s) are res
t
ored all IP endpoints, cabinets/port carriers, and media
gateways shall re
-
register automatically back to its original host(s).






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3.3.4

Inbound Call Processing

To meet the workflow and reporting requirements of the departments within
Pathways LME
, the
following methods of handling and proces
sing inbound calls are required
.


3.4

Call Centers

A key part of the business conducted
by
Pathways LME

requires support for multiple discreet call
centers. Currently,
three discreet call centers
operate 24x7x365

and require the full functionality
identified in
3.4.1
.

An important distinction is that call centers are not defined based on physical
location, but based on departmental and functional requirements. Each distinct call center has agents at
multiple locations and may also include teleworkers who need to be tr
eated exactly like an on
-
site agent.
Regardless of the physical location of the agent, consolidated call distribution rules, call monitoring, call
recording, and statistical reporting must be performed and maintained for each call center.


Pathways LME

pr
ovides contracted after hours and weekend Call Center functions to other
organizations. The proposed solution must be capable of accepting calls fr
om these organizations
,
integrating into the in
-
house

ACD process
, and identifying them for separate reporti
ng
, a
nalysis

and/or
billing
.


Currently, licens
ing

for 25 concurrent call center agents and 3 concurrent supervisors is required, with
future expansion

capability to a minimum of
40 agents and 6 supervisors. Due to the importance of the
call centers, re
dundant and fail
-
over functionality must be implemented to allow full functionality at the
unaffected locations. Proposals should include the equipment, software, and licenses necessary to
ensure full functionality (routing
, ACD
, recording, and reporting)

in the event one or more components
of the primary system is out
-
of
-
service or a disruption to the telephone or WAN connections occurs.


Pathways LME

must be able to define and modify all aspects of the call center functionality
including routing rules, v
ectoring control, add/move

agent
, etc.


Simplified example of the STR Call Center process:


The STR Call Center is comprised of 3 regional centers each serviced with a toll free number. Calls to
each regional toll free number should first be routed to ava
ilable agents at the responsible region. If no
agents are available at the region, or other defined routing rules are applicable, the second level routing
would be to any availa
ble agent from the global pool
(
c
omprised

of all regional agents). A fourth t
oll
free number will route directly to the global pool of available agents.


Detailed and statistical call data must be associated to each regional call center and be available for
summarization at the organizational level.


3.4.1

Call Center Functional
Requirements:



A method of showing number of agents, available agents, calls in queue to each logged in agent



Wait queue with: music on hold, interval messages, selectable options (leave message,
emergency, etc.)



Unique announcement based on DID audible to
agent when answering calls.



Ability to perform warm transfers to internal extension



Ability to perform warm transfers to outside number (i.e. 911)



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Teleworkers treated exactly as other agents for ACD and reporting



Bulk recording of all calls by station or a
gent



Agents need to maintain identity regardless of station or phone being used



Ability for agents to log in and log out to call center to be available to receive calls



Administrator

defined codes to allow agents to make themselves unavailable to receive a

call
without logging
off (
i.e. lunch, meeting, etc
.
)



Global and individual based speed dial lists



Agents need ability to
pick up

a call that is in the wait queue
, even if on another call



Ability to remotely logoff an agent



Unanswered ACD calls should mak
e agent unavailable and require agent to log back in


Call Routing



Time of Day, Day of Week, and scheduled exceptions (holidays)



Multiple Skill Sets with agent assignment to multiple skills



Multiple Tier Levels



Flexible rules for RONA calls



Multiple rules

for ACD



Based on ANI or CLID



Emergency routing if no agents logged in



Rules to allow multiple calls to be forced on an agent


Supervisor



Ability to replay call and/or track call progression



Real
-
time agent and queue status board

on workstation



Ability to
silent monitor, join call as 3
rd

party, join call with agent only


Reporting



User accessible database containing detailed records for each inbound
and outbound
call



Ability to report detailed data set separated by contract or all contracts combined



Minimum

data set: DID, ANI, Date and Time, Time to Answer, Time in Queue,
Abandoned
time, Answering Agent



Report actual duration of abandoned calls and/or ability to set threshold for capture of an
abandoned call


3.
5

Hunt Groups

In addition to the functionality

described in the Call Center section, several variations of hunt group
functionality are utilized:



Small groups are set to simultaneous ring where all identified stations will ring on an inbound
call. Calls to the DID or extension of an individual will o
nly ring the target handset.



Identified stations are established to ring in a progressive or circular pattern if there is not an
answer after the specified number of rings. Calls to the DID or extension of an individual will
only ring the target handset


3.
6

Auto Attendant

Automated attendant functionality is utilized to allow callers to receive an interactive directory of


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March 1, 2012

options and allow keypad input of appropriate selections. The auto attendant
will
play pre
-
recorded
messages and accept numeric selections to reach the appropriate department
and/
or resource. Also
included in the auto attendant is the ability of subscribers to access their voicemail remotely, and to
search for and select a subscriber b
y spelling part of the last name. This functionality needs to be
implemented at the organizational level and contain multiple tiers of submenus
.


3
.
7

Migration and Implementation
C
utover

The facilities located at
South
New Hope Road, Gastonia and Busine
ss Park Drive, Elkin currently
operate
fully converged network
s

using different IP
-
PBX systems. The proposal must include
detailed
information

on how to implement the new IP
-
PBX system while maintaining full operational
functionality of existing systems un
til the cutover is complete (i.e. How to maintain current voice and
data operations with existing cabling and equipment using different VLANs and Subnets that those
defined within the new infrastructure). If required, list any hardware necessary to comply
with this
requirement. The required port capacity of the proposed
Pathways LME

IP Telephony System at time of
installation and cutover must support a mix of IP telephones, analog telephones, faxes, central office
trunk circuits (analog and digital) for loc
al and long distance services, and private network IP trunk
circuits.



3.
8

IP
-
PBX Station

Requirements


Station Requirements

Pathways LME

requires the proposed IP
-
PBX communications solution be designed to support the
following required
minimum
station
quantities and levels at each location.



Location

Total
Stations


Standard
Display


Advance

Phone


Conf.

Phone

Analog

ports

Faxes to use
analog port

Gaston1

148

140

3

5

16


Gaston2

52

50

1

1

4


Hickory

63

60

1

2

4


Elkin

74

70

2

2

8


TOTALS *

337

320

7

9

32









3.
8.1

Specific Phone Requirements




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Standard Display Phone
-

A full
-
function telephone station that includes, but is not limited to, two
-
way
speakerphone, full display with scrollable directory, minimum of three line appearances, user definable
speed dial menu, and programmable soft keys.
Capable of interacting w
ith XML applications and
content

and
have its own internal managed 10/100 data switch as these phones will share the same
network connection as the computer.

This station is used by call center agents and must be capable of
supporting a wireless headset wi
th ability to answer/connect and disconnect from to a call without being
at their desk. Headsets using mechanical lifters or Bluetooth to communicate are not satisfactory and
will not be considered.


Advanced Display Phone


This station is for users that
answer a high volume of calls. It should have
all of the standard phone functionality plus a minimum of 8 line appearances and additional features
used in an attendant, primary answer station scenario. This phone is referred to as an attendant phone.


Co
nference Room Phones
-

This station is for a conference room setting. It should offer all of the
standard phone functionality plus enhanced audio quality for hearing and speaking in a conference room
environment.

Units should contain a
multidirectional, fu
l
l duplex speakerphone and be capable of adding

satellite
microphone/speake
rs. The units must be native IP and
have its own internal managed 10/100 data switch
as these phones will share the same network connection as the computer.


NOTE
: All types of stati
ons must be part of the proposed IP voice network and take advantage of call
detail reporting and restriction programming. The quantities provided are accurate at the time of RFP
publishing. Vendors should note that quantities might vary.
Pathways LME

will

provide updated
quantities at the time of contract award if necessary
.


IP Soft Phones:

Fully functional soft phones installed on
Pathways LME

standard desktop PC
operating system (must support Windows XP SP3, Windows 7 32
-
bit & 64
-
bit).

The soft phone must support
similar capabilities to the Standard IP Phone described
above and
including
the
capability to function and operate as a SIP client.


Mobile Client

To optimize the advantages of deploying
a

mobile cellular extension option,
Path
ways LME

also
requires the proposed communications system sol
ution support a mobile client.
The mobile client should
include a user friendly GUI to facilitate and enhance mobile handset telephony service features and
functions. At minimum the mobile clien
t GUI should be capable of Single Number Reach, User
Programmable Ringing Sequence, Call Records, and Single Voicemail Box.


3
.9
Analog and Fax over IP (FoIP)

In addition to IP endpoints, the proposed solution must

support traditional circuit switched analog
stations and analog
and

digital trunk circuit interfaces.


The proposed IP
-
PBX must support F
ax over IP (FoIP) T.38 protocol, preferably

a FaxCore solution
utilizing a Brooktrout SR
-
140 or equivalent appliance.




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3.
10

Dialing Plan

The vast majority of telephone stations will have a direct inward dialing (DID) number.
Pathways LME

has reserved blocks of numbers and will continue to use the
se DID numbers with the implementation of
the IP based telephony solution


3
.
11

Voice Messaging System

Pathways LME

requires a voice messaging system that must be fully integrated with the proposed IP
-
PBX network solution. The proposed system should suppo
rt full integration with a Microsoft Exchange
2010 system(s). At a minimum, the system should deliver voice messages to the recipient’s E
-
mail
inbox as an attachment in WAV or MP3 format. In lieu of this requirement, the proposer may inclu
de
these feature
s as part of a

Unified Communications solution. The proposed voice messaging system
solution must be located at 2 or more locations for failover/redundancy, and be capable of supporting
users at all locations as well as remote workers. The voice mail sys
tem will also serve as an automated
attendant position for select incoming trunk calls, and also as a secondary point of coverage as an
automated attendant system for designated stations. All software and hardware necessary to interface
with the proposed I
P
-
PBX will be provided under this bid.


Voice Mail Features:



Forwarding



Disconnect Detection



Announcements



Escape to Operator



Message Indication



Access Code



Trunk Access Prevention



Message Recovery, Reply, & Review



User Controls

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Create Announcements


The sizing requirements are:









Installed/Equi pped


Initial Capacity

Maximum Capacity

Number of Subscribers



300




1
,000

Number of Ports





48





96

Hours of Storage




1,000





1,250



RFP # 2012
-
IT001




Page
27




March 1, 2012

3.12

Systems Management

The proposed communications system must be administered, monitored, and maintained through
operations organized into the following areas: Fault, Configuration, Accounting, Performance and
Security. All of

the core systems and devices should provide comprehensive operations in each area.

Operations for each area must be accessible through one interface regardless of the underlying system or
device being managed.


EXCEPTION: Call center solutions may
provide its own set of management tools separate from the
general enterprise communications solution or be incorporated into the general solution.

Any supplied management applications must support decentralized access from any distributed PC client
as well

as remote PC clients. It is also desirable for the applications to support a web based user
interface for intensive remote operations. The proposed management solution must support
at a
minimum
the following administrative functions:



Station/User moves,
adds and changes



Trunk definition and programming



COS & COR assignments



Routing Tables



Group Definitions



Dial Plan(s)



Feature Access Codes



Station Feature Parameters



Access, including usernames and passwords, to all systems’ administrative functions



Trunk
Usage & Traffic Records



Station Statistics



Traffic Distribution Reports



VoIP Monitoring & Testing



Detailed VoIP Call Recording



Call Detail Recording



Alarm Conditions



Maintenance Reports



3.13

Ad
-
Hoc Conference Calls and Conference Bridge

Pathways LME

requires the functionality to allow users to add internal and external parties to form ad
-
hoc conference calls.
The proposed system should support a minimum of six (6) participants for any
ad
-
hoc conference call and provide full control to

the initiator of the call to

add, drop, and view parties
.


In addition,
Pathways LME

requires the functionality provided by an integrated

conference bridge to
support participant call in functionality and support larger groups. The conference bridge
shou
ld
support a minimum of
six (6) participants per bridge and

support a minimum of six (6) simultaneous
bridges.





RFP # 2012
-
IT001




Page
28




March 1, 2012

3.
1
4

Timeline for Completion

Pathways LME

requires
t
he migration from legacy systems must be done with minimum disruption and
be coordinated at

a level that eliminates any adverse impact to end
-
user operations and the customers
they serve.
T
he
Vendor

shall

provide a detailed proposed project schedule as part of their proposal that
adheres to the
completion deadlines
. The schedule must provide, at

a minimum, detailed tasks, dates of
completion, and resource allocation that coincides with the vendor’s proposed migration plan.


Pathways LME

will be responsible for supporting the migration by:




Providing access to facilities



Providing existing trunk
configuration and circuit identifications



Providing Category 5 Ethernet connection to all locations requiring a telephone station



Removing all legacy telephone stations and equipment after migration is complete



Providing the facilities for the Vendor to co
nduct training classes



Provide all LAN and WAN connections



Provide all voice trunks



Provide wall and rack space for vendor supplied equipment



Supplying all Power over Ethernet (PoE) ports at all locations required for the new system



Supplying 110 AC power,

grounding and Uninterruptible Power Supplies (UPS) at all locations













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RFP # 2012
-
IT001




Page
29




March 1, 2012


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END OF SECTION



RFP # 2012
-
IT001




Page
30




March 1, 2012

Section 4
-

Technical Proposal Response Form



Vendor's Quote #____________


Request for Proposal #
2012
-
IT
001

Voice Over IP System


Dead
line for Receipt of Proposals:
5

p.m., EST,
March 30, 2012


I certify that this
proposal is made without prior understanding, agreement or connection with any
corporation firm, or person submitting a proposal for the same services and is in all respects fair and
without collusion or fraud. I understand collusive bidding is a violatio
n of state and federal law and can
result in fines, prison sentences, and civil damage awards. I agree to abide by all conditions of this
proposal and certify that I am authorized to sign this proposal on behalf of the vendor.


Proposal Response Format


V
endor

shall organize the Proposal in the following format and adhere to the
requirements detailed in Sections 2.3 and 2.4
in the section “General Information”
of th
is

RFP
. Vendors must also answer all pricing requests in Section 5 of this RFP
:


4.1

Response
Section 1


Introduction


Vendor

shall prepare a brief introduction of his firm, listing contact information. The letter should not
exceed two (2) pages,
8½” x 11”. The letter shall be on the principal firm company letterhead including
company name,
address, phone number and fax number. The letter should be addresse
d to
Pathways
LME
Information Technology
Department
(
Rena

Watkins
)
referenced above. The representative(s) of
the
Vendor

with contract signing authority shall sign the cover letter. The sig
nature(s) shall be original
when the proposal document is marked “Original”. The Letter of Introduction shall contain the
following:




A statement of interest for the Project including a summary of key points describing the