REQUEST FOR PROPOSALS FOR AN INTERACTIVE VOICE RESPONSE SYSTEM

notownbuffAI and Robotics

Nov 17, 2013 (3 years and 7 months ago)

86 views









REQUEST FOR PROPOSALS

FOR

A
N INTERACTIVE

VOICE
RESPONSE

SYSTEM










City of Holland

Holland Board of Public Works










2

TABLE OF CONTENTS





SECTION









PAGE



NOTICE









3



1.0

Introduction








4


2.0

Terms and Conditions






6


3.0

Bidder Qualifications






10


4.0

Bid Preparations







11


5.0

System Technical
Specifications





14


6.0

Training








16


7.0

Installation,
Integrat
ion, Testing, and Acceptance


17


8.0

Selectio
n Criteria and Evaluation





18


9.0

Contract Provisions







19


Appendix
A


Affidavit of Bidder






23


Appendix B
-

ACCEPTANCE






24


3

NOTICE


REQUEST FOR PROPOSAL


FOR A
N INTERACTIVE

VOICE
RE
SPONSE

SYSTEM



Sealed proposals to provide a new
Interactive Voice
Re
sponse

(IVR)

system for the Holland
Board of Public Works (HBPW) will be received in the office of the Holland Board of Public Works,
625 Hastings Avenue, Holland, Michigan, 49423, unti
l
January 17, 2011

at 2:00 p.m., local time.


The selected contractor will be required to comply with all applicable Equal Employment
Opportunity laws and regulations. All Vendors will be required to certify that they are not on the
HBPW list of ineligibl
e contractors.


The HBPW hereby notifies all Vendors that it will affirmatively ensure, in regard to any contract
entered into pursuant to this advertisement, that Disadvantaged Business Enterprises will be
afforded full opportunity to submit proposals in
response to this Request For Proposal and will not
be discriminated against on the grounds of race, religion, color, sex, handicap, or national origin,
in consideration for an award.


The HBPW reserves the right to postpone, accept, or reject any and all p
roposals in whole or in
part on such basis as the HBPW deems to be in its interest to do so.


No proposal may be withdrawn for one hundred and twenty (120)

days after the scheduled closing
time of the proposals. Proposals
must

be submitted to the HBPW Pro
curement Specialist, Amy
Yost.





4

1.0

Introduction


1.1

The

HBPW is soliciting bids for an Interactive Voice
Response

(IVR)

System.
The
objective of this procurement is to
provide

extended capabilities to the
current
HBPW
voice communication system.


1.2

The HBPW has a Cisco Voice Communication System with a TelRex Callrex
recording solution. The Service
C
enter houses the main components of the Cisc
o
Voice Communication System. It

includes the following hardware and software
:




Dell R710 call recording



Cis
co 2951 voice gateway



Cisco 7825 CCX server



Cisco 7825 SmartNet



CM Cisco MCS
-
7928
-
14



Cisco Unified Communications Manger Business Edition Ver. 8



Cisco Unity Connection Ver. 8



Cisco Contact Center Xpress Ver. 8.02SU1



Telrex
Callrex
3.9.9.1288



Windows
Server 2003



Windows Server 2003 R2 Standard Edition


Satellite locations (including the JDY Power Plant, Wastewater Treatment Plant, Water
Filtration Plant, and City Hall) use a Cisco 2901 voice gateway.


There are approximately 179 Cisco phones located th
roughout HBPW facilities. Total
number of phones by model number is listed below:




7942G (2 button desktop, total of 160)



7962G (6 button desktop, total of 12)



7937G (conference, total of 3)



7952G ( wireless IP, total of 4)



1.3

Throughout this RFP, the

Owner" or “HBPW” will be used to refer to the HBPW and
Vendors submitting proposals will be referred to as "Bidder" or "Vendor".


1.4

The successful Vendor
must

be the sole responsible party throughout the delivery,
installation, trai
ning, warranty, and maintenance periods. Any subcontractor utilized
by the Vendor
must

be identified in the proposal with the areas of responsibility
clearly defined. A change of subcontractors throughout the installation, warranty or
maintenance periods

requires the prior written approval of the Owner. The
successful Vendor will have ultimate responsibility for all subcontractors utilized for
this project. The selected Vendor
must

provide a project manager as a single point
of contact for the Owner thr
oughout the planning and implementation of the project.


1.5

The selected Bidder will be required to engineer, design, furnish, install, test and
maintain the new
IVR
system. The system
must

consist of all new equipment. The
base Bid price of the selected Vendor
must

also include all labor, equipment, and
materials necessary to meet the

Owner's training requirements, as specified in this
RFP.


5


1.6

The Board of the Owner, reserves the right to wa
ive any informality or irregularities
in the Bidding procedures, to reject any or all proposals or to accept the proposal
deemed in its best interests to do so.


1.7

Prior to payments being made by the Owner, releases of all liens and sworn
statements
must

be
provided in that all labor and materials are paid in full to date.


1.8

Access to the buildings will be Monday thru Friday 7:30 a.m.


5:00 p.m. Hours
outside of these can be negotiated with the Technology Department as needed.


1.9

Schedule of Events


The following is a schedule of events for this project.




EVENT





DATE





Release of RFP to Bidders



12/06/2010


Written Questions from Bidders


12/20
/2010
, no later than 2:00 p.m.


Response to Q & A’s



01/07/2011


Receipt of Proposal




01/
1
7/2011
,

no later than 2:00

p
.
m
.



Short
-
list Interviews




01/31/2011


02/11/2011



Board Meeting for approval


To Be Determined



City Council Meeting for approval


To Be
D
etermined


.

Contract Award




T
o Be Determined


6

2.0

Terms and Conditions


2.1

A Surety Bond, Certified Check, Cashier’s Check, Treasurer’s Check or bank draft of
any State or National Bank representing five percent (5%) of the total amount of the
Vendor’s response
must

accompany the bid response.
The bonding company
must

be on the
U.S. Treasury list and approved by the State of Michigan
. Proposal
securities will be retained until after award. No response will be considered unless
response surety, check or draft is submitted with the proposal package.


2.2

Proposals
MUST

include a resp
onse to everything requested within this RFP.


2.3

This bid package
must

be submitted in
a
sealed package labeled
Interactive

Voice
Response

System

and delivered either USPS, express delivery, or person
ally
, on or
before 2:00 p.m.,
January

17, 2011

, to Holland Board of Public Works, 625 Hastings
Avenue, Holland, MI 49423. It is the sole responsibility of the Vendors to ensure that
their responses arrive in a timely manner. The Owner will reject all late arrivals.


2.4

All responses
must

include estim
ated time frames for acquisition of material,
construction start date and completion date.

Any additional costs that may be
incurred to meet the requested time frames should be detailed separately.


2.5

Along with the Bid response,
each Bidder
must

supply pro
duct specification sheets
for their proposed system and installation components
.


2.6

Any interpretation, correction, or change of the RFP will be made by
an
Addendum.
Interpretations, corrections, or changes to the RFP made in any other manner will
not be
binding, and the Vendors should not rely upon such interpretations,
corrections, or changes. Changes or corrections will be issued by the Owner’s
Purchasing Department
.
Addenda will be issued as expeditiously as possible (if
necessary by FAX or E
-
mail).


It will be the responsibility of all Vendors to contact
the Owner’s Purchasing Department prior to submitting a response to the RFP to
ascertain if any addenda have been issued, and to obtain any and all addenda,
execute them, and return addenda with the
response to the RFP
.


2.7

All questions relative to the technology specifications, content or function of the RFP
should be directed to Ellen Taub,
HBPW
Technology Director

(
etaub@hollandbpw.com
). All p
urchasing pro
cess related questions should be
directed to Amy Yost, HBPW Procurement Specialist

(
ayost@hollandbpw.com
)
.


2.8

Proposals
must

be valid for a minimum of 120 days following the closing date of this
RFP.


2.9

Payment will

be made on a project progress basis as follows:




40% upon equipment delivery (on
-
site)



40% upon system cut
-
over



10% upon system completion



10% upon Owner’s final approval in 60 days after completion


If the Vendor’s payment schedule varies from th
at outlined above, it
must

be
identified in the response.


2.10

The Owner is exempt from Michigan state sales and use taxes on materials and
equipment to be incorporated in the work. Any sales or use tax required to be paid
by Bidder
must

be included in the bid price. A contractor
must

pay all sales,
consumer, use, and other similar taxes required to be paid by Contractor in

7

accordance with the Laws and Regulations of the place of the Project which are
applicable during the performance of

the work.


2.11

Acceptance will be deemed "in full" upon receipt by the Vendor of a Notice of
Acceptance issued by the Owner upon full implementation of the Terms and
Conditions and Technical Specifications of the Contract. Prior to the issuance of the
Notice

of Acceptance, the Vendor
must

notify the Owner in writing of a release of all
liens for materials and services associated with this project.


2.12

Price quotations are to include the furnishing of all materials, equipment,
maintenance and training manuals, to
ols, and the provision of all labor and services
necessary for the proper completion of the work except as may be otherwise
expressly provided in the Contract Documents. The Owner will not be liable for any
costs beyond those proposed herein and awarded.

Time and materia
ls quotes will
be unacceptable.


2.13

In connection with the execution of this Contract, the Vendors and subcontractors, if
any,
must

not discriminate against any employee or applicant for employment
because of race, religion, color, sex, age,
or national origin. The Vendors
must

take
affirmative action to ensure that minority and disadvantaged applicants are
employed and employees are treated during their employment without regard to
race, religion, color, sex, age, or national origin.


2.14

The pr
ime contractor agrees not to terminate for convenience a DBE subcontractor,
and then perform the work of the terminated subcontract with its own forces or those
of an affiliate, without HBPW’s prior written consent. When a DBE subcontractor is
terminated,

or fails to complete its work on the contract for any reason, the prime
contractor agrees to find another DBE subcontractor to substitute for the original
DBE. These good faith efforts should be directed at finding another DBE to perform
at least the sam
e amount of work under the contract as the DBE that was
terminated.


2.15

The Vendor performing the work
must

comply with applicable federal, state, and
local laws, rules, and regulations including the minimum wage and prevailing wage
guidelines. The Vendor
must

give required notices,
must

procure necessary
governmental licenses and inspections, and
must

pay without burden to the Owner
all fees and charges in connection therewith unless specifically provided otherwise.
In the event of violation, the Vendor
m
ust

pay all fines and penalties, including
attorney's fees, and other defense costs and expenses in connection
therewith. All

work
must

conform to the latest

Edition of the National Electric Code, the Building
Code, and all local codes and ordinances, as a
pplicable. EIA/TIA Documents 568
and 569
must

be adhered to during all installation activities. Methodologies outlined
in the latest edition of the BICSI
Telecommunications Distribution Methods Manual
must

also be used during all installation activities.

Should conflicts exist with the
foregoing, the authority having jurisdiction for enforcement will have responsibility for
making interpretation.


2.16

The Vendor
must

take the necessary precautions and bear the sole responsibility for
the safety of the method
s employed in performing the work.


2.17

The Vendor
must

at all times comply with the regulations set forth by federal, state,
and local laws, rules, and regulations concerning "OSHA" and “MIOSHA” and all
applicable state labor laws, regulations and standards.


2.18

The Vendor
must

indemnify and hold harmless the Owner from and against all
liabilities, suits, damages, costs, and expenses (including attorney's fees and court

8

costs) which may be imposed on the Owner because of the Vendor, subcontractor,
or supplier's
failure to comply with the regulations stated herein.


2.19

The Vendor
must

identify all wall/ceiling penetrations before drilling. If asbestos is
involved, the Owner will remove the asbestos.


2.20

It is the responsibility of the Vendor to pay any and all costs in
curred from the clean
up related to any environmental hazard created by means of release, spill, leak or
any other means of contamination caused by accident or negligence.


2.21

It is the responsibility of the Vendor to dispose of any product(s) and/or material

following EPA, DNRE and local applicable laws and regulations.


2.22

It is the responsibility or the Vendor to purchase the proper authorities or permits, if
required, prior to commencing said project or, should a “release” take place, to notify
proper authori
ties of any such release.


2.23

It is the responsibility of the Vendor to maintain an
onsite

blood born pathogen plan
and all necessary safety supplies associated with any spill or clean up that may
occur.


2.24

The Vendor
must

not use the Owner’s dumpsters for envi
ronment hazardous
materials. Disposal
must

be made by legally accepted methods.


2.25

Any existing property damaged by the Vendor during the course of installation
must

be replaced to at least meet the pre
-
damage condition of the property by the Vendor
at no a
dditional cost to the Owner. This includes ceiling tiles and/or grid.


2.26

T
he Vendor
must

assume the full duty, obligation, and expense of obtaining and
maintaining necessary insurance.


2.27

The Vendor
must

be fully liable to provide and maintain in force during the life of this
Contract, such insurance, including Public Liability Insurance, Product Liability
Insurance, Auto Liability Insurance, Workman’s Compensation and Employer’s
Liability Insurance, as r
equired by the laws of the State of Michigan. The Vendor’s
policy
must

contain as a minimum, the following provisions, coverage, and policy
limits of liability.


2.28

The Vendor
must

provide Workmen's Compensation insurance covering all
employees in statutory
limits who perform any of the obligations assumed by the
Contractor under the contract.


2.29

The Vendor
must

provide Public liability and property damage liability insurance
covering all operations under the contract. The Vendor
must

provide Limits for
bodily

injury or death not less than $500,000 for one person and $500,000 for each
accident; for property damage, not less than $500,000 for each accident and
$1,000,000 aggregate umbrella for accidents during the policy period.


2.30

The Vendor
must

provide Automobi
le liability insurance on all self
-
propelled vehicles
used in connection with the contract, whether owned, non
-
owned, or hired. The
Vendor
must

provide Public liability limits of not less than $300,000 for one person
and $500,000 for each accident; proper
ty damage limit of $500,000 for each
accident.


2.31

The Owner
must

have the right at any time to require public liability insurance and
property damage liability insurance greater than those required in
previous

9

subsections. In any such event, the additional premium payable as the result of
such additional insurance
must

be added to the contract price.


2.32

The Vendor
must

furnish to the Owner a Certificate of Insurance, in such form as the
Owner may prescribe, evide
ncing compliance with the foregoing requirements.
Certifications of insurance
must

list the following as additionally insured; Holla
nd
Board of Public Works
.


2.33

The Vendor
must

furnish to the Owner a Certificate of Insurance or duplicate policies
of insuranc
e described above which specifically protect the Owner. This will be
accomplished by naming the Owne
r

as named insured under the policy and by
providing an endorsement under the terms of which the insurer specifically agrees
not only to pay any claims incu
rred by or resulting to the Owner, but also agrees to
enter a defense on behalf of the Owner. The defense includes any and all suits or
actions, in which the liability of the Owner is vicarious and is predicated upon
allegation of some act of omission by T
he Vendor, subcontractor, or his or her
agents. This proof
must

be received within two (2) working days after notice of
award. Purchase order(s) will not be issued until Certificates of Insurance are
received.




Such certification
must

contain a provision f
or notification to the Owner thirty (30)
days in advance of any material change in coverage or cancellation. Notification
must

be in writing and signed in ink by a duly authorized officer of the Insurer.




Insurance Companies are subject to approval and may

be rejected by the Owner
without stated cause.


2.34

W
ithin

ten (10) days after final contract approval and notice of award, the Vendor is
required to have a valid Performance and Payment Bond in force covering the work
performed up to the acceptance by the Ow
ner. The Performance Bond
must

be in
the amount of one hundred (100) percent of the Contract amount, with sureties listed
by the U.S. Department of Treasury and approved by the State of Michigan.



10

3.0

Bidder Qualifi
cations


3.1

An agreement to provide
an IVR

System will only be entered with a Bidder qualified
by experience and financial stability.
The Bidder
must

be in their current business
for at least the past five (5) years
.
The Bidder
must

provide a description of the
Bidder’s core business
.


3.2

The Bidde
r doing this work
must

be a reputable firm regularly doing this type of work
with skilled, fully trained technicians and equipment capable of performing a first
class installation in accordance with standard industry practices. All Vendor
technicians
must

be factory certified for the System that they are to install and/or
maintain.


3.3

The Bidder
must

either be the manufacturer of the equipment proposed or a factory
authorized distributor/contractor.


3.4

If not the manufacturer, the Bidders
must

have a proven cl
ose and long
-
standing
relationship with the manufacturer in order to demonstrate the Bidder's commitment
to supporting the products proposed.
Proof
must

be supplied with the Bid in the
form of a written guarantee from the manufacturer, stipulating that th
e manufacturer
will provide support for the system if the Bidder is either unwilling or unable to do so
at any time within 10 years of the cut
-
over of the System. This
must

also include
documentation as to the number of years supplying the product, size of inventory,
test and training Center support, etc.


3.5

Bidders
must

provide names, addresses and contacts for at least five (5) verifiable
references
that

have the proposed eq
uipment similar in size and scope, installed
and operating.




Each reference
must

be a paying customer external to the Bidder's
organization.




The Bidder
must

have installed and supported the referenced systems.




System and e
quipment
must

be similar
to the
one proposed in the bid
.




Each reference
must

i
nclude company/organization name and address of
installation, a description of the equipment installed and the name and
telephone number of the contact person.




11

4.0

Bid Preparations


4.1

Bids
must

be prepared simply and economically, providing a concise delineation of
the Bid capabilities to satisfy the requirements of the RFP. Completeness and clarity
of content should be emphasized. Unnecessarily elaborate bindings and unrelated
brochures, info
rmation or descriptions are not required.


4.2

Any expenses for developing the Bid are entirely the responsibility of the Bidder, and
the

Owner
must

not be charged for these expenses in any manner.

The Owner will
not be liable for any cost incurred by the Vendors in preparing responses to this RFP
or negotiations associated with award of a contract.


4.3

The Vendor
must

submit one (1) original, two (2) paper copies and one (1) CD copy
of the Bid respon
se.


4.4

Bidders are required to submit an electronic copy of their Purchase Contract in Word
format with their Bid.


4.5

This RFP, any subsequent addendum, and the Vendor response submitted by the
selected Bidder will become part of the contract between the

Owner

and selected
Bidder.


4.6

Vendors submitting Bids to this RFP may be required, at the request and option of
the

Owner, to make an oral presentation, demonstration or provide written
clarification. These presentations, demonstrations or written clarifications

will
provide an opportunity for the Bidders to clarify but not modify their Bid.


4.7

The Bid
must

be submitted containing the following five Bid sections:




Bid Section 1
-

Response to Technical Specifications



This section includes
ALL system
details,
optio
ns available
, explanation of how integration between
software will be accomplished.




Bid Section 2
-

Bidder Qualifications and References



This section includes
bidder qualifications references, as explained in
Section 3.0 Bidder
Qualifications
.
Each Bidder
must

include qualifications and references to
indicate their ability to successfully complete a project of similar size and
scope.

It is especially important to discuss Utility experience with regards to
implementing an IVR solution.




Bid
Section 3


Bidder Brochures



This section includes any reference
documents and
\
or brochures
pertinent

to the product
\
services being bid.




Bid Section 4
-

Bidder Contracts



This section includes all contracts that will
need to
be
signed, if the Vendor is

the selected bidder.

Bidders
must

include
a copy of their Purchase Agreement and Maintenance Contracts in this
Section of the Bid.




Bid Section 5
-

Bid Pricing



This section includes ALL bid pricing information,
including but not limited to, the followi
ng:



12



Hardware




Software




Installation




Integration with Harris Northstar Customer Service application

(version
6.3.1)
.




Integration with Trimble Utility Center Outage Management application

(version 2.7)




Hourly rates will not be accepted.
Cost for
complete
integration
\
installation
\
training is

expected. Vendor may provide a
detailed price breakdown for various levels of integration
.




Proposal prices
must

be based on F.O.B. HBPW, Holland, Michigan.




Training




Maintenance for five years, including fir
st year




Vendors
must

provide 24/7, 365 service level agreement options and
pricing for both response and repair in their bids
. The successful
Vendor
must

strive for resolution of problems as promptly as possible
under all conditions.


Bidders
must

provide all pricing, including Bid Bond information and 5% bond,
check or draft as explained in section 2.1.


The Owner participates in the State of Michigan’s MiDeal program. If the
Bidder has special pricing through the MiDeal program or any other spec
ial
governmental pricing schedule and that pricing is less than the Bidder’s
standard discounts, then the MiDeal or special pricing should be offered in
this proposal.


4.8

The Bids should be submitted on 8 1/2" by 11" paper,
double sided
,
single
-
spaced

using
12 point print, in 3
-
ring binders, clearly labeled to show the Bidder's name.


4.9

Each proposal
must

be submitted with the understanding that the acceptance in
writing by HBPW of the offer to furnish any or all goods or services described therein
will bind th
e Bidder on his part to furnish and deliver at the proposal price, in
accordance with the conditions of said accepted proposal and specifications.


4.10

Each proposal
must

be accompanied by a sworn and notarized affidavit disclosing
any familial relationship th
at exists between the Owner or any employee of the
Bidder and any member of the Board of the Owner or any employee of the Owner.
The Board of the Owner
must

not accept a Bid Proposal that does not include this
sworn and notarized disclosure statement. The Familial Affidavit
must

accompany
your proposal. The aff
idavit is included as Appendix A
.


13


4.11

The Vendor
must

be aware that:



Underlined phrases and sentences

in this RFP are requests made by the
HBPW for information or a response from the Vendor
.
Proposals MUST
include a response to everything requested within this RFP.



Evaluating and scoring of each Bid will depend upon how many requests are
appropriately re
sponded to or
appropriately

answered by the Vendor
.



The awarding of the contract will greatly depend upon which Vendor responds
to and
appropriately

answers the most number of requests.







14

5.0

S
ystem Technical Specifications


5.1

The

HBPW is soliciting Bids for an IVR system. The objective of this procurement is
to:




reduce the number of calls handled by Customer Service Representatives,
thereby allowing more time to perform other Customer Service tasks (e.g.,
collections)




decrease
wait time for customers requiring assistance from Customer Service




allow customers the opportunity of self
-
service

(e.g., payment arrangements)
,
thereby minimizing the amount of time ne
eded to have questions answered




automate the process of standard outg
oing customer calls (e.g., planned outage
notification, boil water alerts, collection notifications, overdue payments)


5.2

The bidder
must

provide leading support and consulting services in the design of the
IVR solution for the HBPW. The bidder
must

have si
gnificant experience with IVR
implementation at utilities.


5.3

T
he solution
must

be located at an HBPW facility.


5.4

The solution
must

fully

integrat
e with the HBPW’s current voice c
ommunication
system
, as detailed in section 1.2
.


5.5

The solution
must

include text to speech capabilities.


5.6

The Vendor must identify
the maximum number of outbound calls that can be
handled by the system, and associated costs.


5.7

The Vendor must identify the maximum number of simultaneous

inbound calls that
the system can
handle, and associated costs.

This includes the maximum number
of calls that can reside in the queu
e
.


5.8

The solution
must

support industry standard protocols,
such as

V
oiceXML, CCXML,
SIP, and MRCP.


5.9

The solution
must

adhere to the relevant data security c
ertification from the Payment
Card Industry Council. Specifically, the IVR application should hold PA
-
DSS
(Payment Application Data Security Standard) Acceptance from the PCI Council.


5.10

The solution
must

integrate with the Trimble Utility Center outage management
system

(version 2.7)
. Integration points include
, but are not limited to,

outage
reporting to customers, crew callout, caller verification, caller voice messages for
dispatch, and customer call
back.


5.11

The solution
must

integrate with Harris Northstar utility billing system

(version 6.3.1)
.
Integration points include, but are not limited to, payment arrangements,
accessing
\
updating customer account information, and bill payment.


15


5.12

A
ll

integration
issues are the responsibility of the bidder. The bidder
must

resolve all
integration issues with the vendors. The vendor
must

provide a FINAL price for
integration to Trimble Utility Center

(version 2.7)

and Harris Northstar

(version 6.3.1)
.
The HBPW wi
ll NOT pay the bidder for extra costs incurred by bidder during the
integrati
on process. All

elements required for integration
must

be included in the
bid, including, but not limited to integration time and api connections.

Additionally,
integration does

include automatically populating the Trimble Utility Center and
Harris Northstar databases with information received from incoming calls
(customers).


5.13

The solution
must

be capable of speech
recognition
, and the bidder
must

provide an
optional line item for speech recognition.


5.14

The solution
must

be capable of a Spanish language, and the bidder
must

provide
an optional line item for Spanish Language.


5.15

The solution
must

include reporting capabilities that allows HBPW staff the

opportunity
to
monitor status of incoming calls, wait times, dropped calls, percentage
of callers who were able to acquire information without needing to speak with a
customer service representative.


5.16

The HBPW’s current Cisco phone solution has many mission critical features, such
as call routing, employee directory, and call reporting. Use of the solution
must

not

eliminate
any

feature currently available through the current phone system without
repla
cing it with an equivalent or better option.


5.17

The HBPW currently offers on
-
line and phone payment options to residential
customers through an outside vendor, Payment Services Network (PSN). Through
this solution, on
-
line and phone payments are updated onl
y once a day through a
batch file. The HBPW would like the option of updating customer payments, in
Harris Northstar

(version 6.3.1)
, directly through the IVR in a live mode without the
need for a daily batch file.


5.18

The bidder is expected to provide a com
plete IVR solution, including design,
implementation, and train
ing. The HBPW will evaluate all

bids on price as well as
perceived ability to provide a complete solution.






16

6.0

Training


6.1

Proper training is essential to the successful installation of the
new

telecommunications system.


6.2

The Bidder
must

provide

adequate training aids

(e.g., cheat sheets)

in the use of the
eq
uipment for system users and system administrators.


6.3

The cost of training
must

be included in the Bid price.


6.4

T
raining
must

be of a "
hands
-
on
" nature, using live equipment.





17


7.0

Installation, Integration, Testing,
and Accepta
nce


7.1

The Vendor
must

provide all materials, equipment and labor necessary to install,
test, and
implement

the system. This includes, but is not limited to, delivery,
unloading, storage, installation, inspection and testing of the system and
components, and m
anagement of all Vendor and any
subcontractor personnel.


7.2

The Vendor
must

provide a detailed implementation schedule that includes, but is
not limited to:




Installation of hardware and software



Integration with
Owner
’s Harris Northstar Customer Service application

(version 6.3.1)



Integration with
Owner
’s Trimble Utility Center
Outage Management
application

(version 2.7)


7.3

Full system documentation
must

also be provided to the

Owner, including user
manuals, system description, maintenance manuals,

licenses,

and system
configuration tables. The Vendor
must

provide
all
documentation

in electronic
format.


7.4

Notwithstanding the written certification by the Vendor that the equipment has been
installed and ready for use, the equipment
must

not be deemed installed within the
terms of the contract until such installation is con
firmed by the

Owner through
successful performance.


7.5

The equipment
must

meet or exceed the agree
d acceptance criteria during a
6
0
day
acceptance period, which begins on the cut
-
over date. The system will then be
acce
pted following this successful
6
0 day p
eriod.


7.6

Operations that disrupt service
must

be performed outside of normal working hours
at a time that is acceptable to the Owner.


7.7

T
he V
endor
must

p
romptly correct all defects for which the Vendor is responsible.


7.8

The Vendor
must

m
ake all reasonable eff
orts to minimize disruption to normal
Owner activities. The

Owner reserves the right to determine if the Vendor's work is
causing undue disruption to the

Owner’s normal business routines, and, if so,
arrange with the Vendor alternate times and/or methods
for completing the work
causing the disruption.


7.9


The V
endor
must

designate a Project Manager for the contract, who will submit and
coordinate a schedule of installation activities with the Owner’s designated Project
Manager. The Vendor Project Manager will be the Vendor's prime point of contact
with the

Owner and will

provide the regular status update reports and attend
coordination meetings with the

Owner.



18

8.0

Selection Criteria and Evaluation


8.1

Contract will be awarded to the proposal determined to be the most responsive
,
qualified and cost effective

to the needs of the

HBPW.


8.2

An evaluation committee will consider
,

but not be limited to
:

qualifications,
capabilities, experience, refer
ences, and pricing of bids.


8.3

When deemed necessary, the HBPW will conduct formal interviews of selected
Vendors that are determined to be
best qualified based on the evaluation of the
Bids.


8.4

The total Project budget will be determined by the final negotiated price between
HBPW and the successful Bidder.


8.5

The Contract for this Project
must

be a firm fixed price type.


8.6

The price stated in any
proposal submitted
must

include all items of labor, materials,
equipment, tools and other costs necessary to fully complete and deliver this Project
pursuant to the specifications. It is the intention of these specifications to provide
and require a compl
ete Project of the type prescribed. Any item or items omitted
from such specifications which are clearly necessary for the completion of such
Project and its appurtenances
must

be considered a portion of such Project although
not directly specified or called for in these specifications.


8.7

In determining the successful Vendor, consideration is given to the Vendor’s
qualifications, content of proposal, and financial proposal as des
cribed in the
evaluation criteria. The Contract award for this Project will be made to the Bidder
making the best response to the RFP, the most advantageous offer to HBPW and
the price considered.





19


9.0

Contract Provisions


9.1

Additions, deletions or
modifications to this Agreement may be made only in
accordance with a written agreement between the parties.


9.2

Disputes
:
Any dispute concerning a question of fact arising under the Contract
which is not disposed of by agreement will be decided by HBPW. The

decision of
the HBPW will be final, unless determined by a court of competent jurisdiction to
have been fraudulent or capricious or arbitrary or so grossly erroneous as
necessarily to imply bad faith, or not supported by substantial evidence. In
connecti
on with any appeal proceeding under this clause, the Contractor will be
afforded an opportunity to be heard and to offer evidence in support of its appeal.
Pending final decision of a dispute there under, the Contractor
must

proceed
diligently with the pe
rformance of the Contract and in accordance with the HBPW
decision.


This clause does not preclude consideration of law questions in connection with
decisions provided for in this clause, provided that nothing in this Contract will be
construed as making f
inal the decision of any administrative official, representative
or board on a question of law.


9.3

Patents, Trademark, Copyrights
:
The Contractor warrants that the goods and
services do not infringe on any patent, trademark, copyright or trade secret of any
third parties and agrees to defend, indemnify and hold HBPW, its officers, agents,
employees, trustees and its successors and assigns, harmless from and against any
and all liabilities, loss, damage or expense, including, without limitation, court costs
an
d reasonable attorneys' fees, arising out of any infringement or claims of
infringement of any patent, trade name, trademark, copyright or trade secret by
reason of the sale or use of any goods or services purchased under this Contract.
HBPW will promptly

notify the Contractor of any such claim. HBPW makes no
warranty that the production, sale or use of goods or services under this Contract will
not give rise to any such claim and HBPW will not be liable to the Contractor for any
such claim brought agains
t the Contractor.


If any invention, improvement, or discovery of the Contractor is conceived or first
actually reduced to practice in the course of or under this Project, and that invention,
improvement, or discovery is patentable under the laws of the Un
ited States of
America or any foreign country, the Contractor will notify HBPW immediately and
provide a detailed report. The rights and responsibilities of HBPW and, the
Contractor with respect to such invention, improvement, or discovery will be
determi
ned in accordance with applicable Federal laws, regulations, policies, and
any waiver thereof.



9.4

Indemnification
:
The Contractor agrees to indemnify and hold HBPW, its officers,
agents, employees and/or trustees, harmless from and against any and all claim
s or
causes of action brought against HBPW and from any and all damages, losses,
expenses, attorneys' fees, costs and liabilities sustained by HBPW arising out of any
claimed defect in the goods or services supplied by the Contractor, any claimed
improper
manufacture, design, design drawings, specifications, materials or repairs

20

provided by the Contractor pursuant to the Contract, and any claim by a third party
for patent, trademark, copyright, or trade secret infringement. The Contractor's
obligation unde
r this paragraph will include the obligation to indemnify and hold
HBPW harmless for its own negligence whether active, passive or concurrent, in the
performance of HBPW duties and obligations pursuant to the Contract.


9.5

Assignability
:
The terms and provisi
ons of the Contract documents will be binding
upon HBPW and the Contractor and their respective partners, successors, heirs,
executors, administrators, assigns and legal representatives. The rights and
obligations of the Contractor under the Contract may
not be transferred, assigned,
sublet, mortgaged, pledged or otherwise disposed of or encumbered in any way
without HBPW prior written consent. The Contractor may subcontract a portion of its
obligations to other firms or parties but only after having firs
t obtained the written
approval by HBPW of the subcontractor.


HBPW may assign its rights and obligations under the Contract to any successor to
the rights and functions of HBPW or to any governmental agency to the extent
required by applicable laws or
governmental regulations or to the extent HBPW
deems necessary or advisable under the circumstances.


9.6

Record Retention
:
During the course of the Project and for five (5) years thereafter,
the Contractor agrees to retain intact and to provide any data, docu
ments, reports,
records, contracts, and supporting materials relating to the Project as the HBPW
may require. Project close out does not alter these requirements.


9.7

Contractors Liability Insurance
:
The Contractor
must

maintain such insurance as
will protect it from claims under Workers' Compensation Acts and other employee
benefit acts; from claims for damages because of bodily injury, including death, to its
employees and all others and from claims for damages to prop
erty; any or all of
which may arise out of or result from the Contractor's operations under the Contract,
or from any subcontractor or anyone directly or indirectly employed by either of
them. This insurance
must

be written for not less than the limits sp
ecified below.
HBPW
must

be named as additionally insured in respect to all liability insurance
policies. All policies
must

contain an endorsement that written notice
must

be given
to HBPW prior to termination, cancellation or reduction in coverage in th
e policy.
Certificates of such insurance
must

be filed with HBPW prior to the start of the
Contract.




Worker's compensation insurance
must

be in the amount and coverage
required by the State of Michigan to protect it from claims under the Worker's
Compens
ation Act and other employee benefit acts.




General comprehensive liability insurance, including bodily injury and death,
and property damage insurance in the minimum amount of $1,000,000 per
occurrence.




Automobile liability and garage keepers liability,
including bodily injury and
property damage, insurance in the minimum amount of $2,000,000 per
occurrence.



21

9.8

Contractor’s Representative
:
Prior to the start of Contract performance, the
Contractor
must

advise HBPW in writing of the primary and alternate rep
resentatives
(including phone numbers) who will have management responsibility for the total
Contract effort to receive and act on technical matters and resolve problems of a
contractual nature


9.9

Holland Board of Public Works Representative
:
Prior to the start of Contract
performance, the HBPW Project Manager will furnish a letter to the Contractor
indicating the personnel who will represent HBPW in the administration of this
Contract to insure successful performance. Such letter
must

include

the specific
duties of each individual and their limits of authority.


9.10

Termination of Agreement
:
This agreement may be terminated for reasons of
convenience or default.




Termination for Convenience: HBPW may terminate this Agreement, in
whole or in part,

at any time by written notice to the Contractor. The
Contractor
must

be paid its costs, including Contract closeout costs and profit
on work performed up to the time of termination. The Contractor
must

promptly submit its termination claim to be paid th
e Contractor. If the
Contractor has any property in its possession belonging to or paid for by
HBPW, the Contractor will account for same, and dispose of it in the manner
HBPW directs.




Termination for Default: If the Contractor does not deliver the comp
lete
Project in accordance with this Agreement or if the Contractor fails to comply
with any other provisions of the Agreement, HBPW may terminate, revoke or
rescind this Agreement for default. Termination, revocation or rescission
must

be effected by ser
ving notice on the Contractor setting forth the manner
in which the Contractor is in default. The Contractor will only be paid the
Contract price for the portions of the Project furnished, accepted, and found in
compliance with the terms and conditions of

this Agreement.


If it is later determined by HBPW that the Contractor has an excusable reason for
not performing, such as a strike, fire or flood, events which are not the fault of, or are
beyond the control of the Contractor, HBPW, after setting up a ne
w delivery or
performance schedule, may allow the Contractor to continue work, or treat the
termination as a termination for convenience.


Termination, revocation or rescission of this Agreement for default
must

not affect or
impair any rights or claims of

HBPW to damages for breach of any covenants of this
Agreement by the Contractor. Further, should the Contractor fail to comply with the
conditions of the Agreement or fail to complete the specified work or furnish the
specified services as stipulated in
the Agreement, HBPW reserves the right to
purchase on the open market, or to complete the required work at the expense of
the Contractor and to pursue all other recoveries available to HBPW under Michigan
law.


In the event of a dispute under this Agreemen
t, HBPW and the Contractor agree that
proper venue for purposes of litigation will be Ottawa County, Michigan.



22

9.11

Compliance with Laws and Regulations
:
The Contractor warrants that it is and
will remain in compliance with all federal, state, and local laws,
regulations, and
ordinances relating to the manufacture, sales, and delivery of the goods and
services sold to HBPW in connection with this Contract.


9.12

Prohibited Interests
:
No HBPW employee, officer, or agent, including any member
of an evaluation
committee for a HBPW project, may participate in the selection,
award, or administration of a HBPW contract if a real or apparent conflict of interest
would exist. Such a conflict would exist when any of the parties set forth below has
a material financia
l or other interest in a firm selected for award:




any employee, officer, or agent of HBPW;



any member of his/her immediate family;



his/her partner; or



an organization employing or about to employ any of the above.


Any interest as
Owner

or stockholder of
one percent (1%) or less in such a firm
must

not be deemed to be a material financial interest, but serving as Director, officer,
consultant, or employee of such an organization would be deemed a material
interest.


9.13

Equal Employment Opportunity
:
In implementing the Project, the Contractor may
not discriminate against any employee or applicant for employment because of race,
color, creed, sex, disability, age, or national origin. The Contractor agrees to take
affirmative action to ensure that appl
icants are employed, and that employees are
treated during employment, without regard to their race, color, creed, sex, disability,
age, or national origin. Such action
must

include, but not be limited to, the following:
employment, upgrading, demotion o
r transfer, recruitment or recruitment advertising,
layoff or termination; rates of pay or other forms of compensation; and selection for
training, including apprenticeship. The Contractor
must

insert the foregoing
provision (modified only to show the par
ticular contractual relationship) in all its third
party contracts for Project implementation, except contracts for standard commercial
supplies or raw materials and construction contracts, and
must

require all such
contractors to insert a similar provisio
n in all subcontracts, except subcontracts for
standard commercial supplies or raw materials.


9.14

Remedies / Breach of Contract
:
If the Contractor breaches any provision in this
Contract, the Contractor agrees to reimburse HBPW for all damages suffered,
inclu
ding but not limited to incidental, consequential and other damages, as well as
lost profits. The remedies in this Contract
must

be cumulative and in addition to any
other remedies allowed to HBPW under applicable law. No waiver by HBPW of any
breach or
remedy
must

be a waiver of any other breach or remedy







23

Appendix A



Affidavit of Bidder



The undersigned, the Owner or authorized officer of ________________________ (the “Bidder”),
pursuant to the familial disclosure requirement provided in the Holland Board of Public Works (the
Owner”) advertisement for
Interactive Voice
Response

System, her
eby represent and warrant, except
as provided below, that no familial relationships exist between the Management or any employee of
_________________________________ and any member of the Board of the Owner or an
employee of the Owner.



List any Familial
Relationships:









BIDDER:



________________________________



By:

_____________________________



Its:

____________________________




STATE OF MICHIGAN

)

)ss.

COUNTY OF ____________ )


This instrument was acknowledged before me on the _____ day of ____________, 201
1
, by


___________________________________.




, Notary Public


______________ County, Michigan


My Commission Expires: __________


Acting in the County of: ___________






24

Appendix B
-

ACCEPTANCE


The prices stated in this proposal are guaranteed for a period of not less than 120 days, and if
notified of acceptance of this proposal within this period, the undersigned agrees to execute a
Contract for the above stated compensation within ten days after notification. Work will begin
immediately within 10 days after the Notice to Proceed.


The und
ersigned certifies that the Bid contained herein meets or exceeds the attached
specifications with the exception of those items listed in the variance section of the Bidder’s
response.




COMPANY NAME: ____________________________________________________
_



Address: ___________________

__________________________________________



Authorized Signature*: ___________________________________________________



Title: ___________________________________ Telephone: ____________________



Date: __________________
____






* Authorized Signature
must

be an individual who has authority to bind the Corporation in
contractual agreement.