Call for Tender OCDE/ICT/EXD/PCM/ITN(2004)nn



CALL FOR TENDERS 100001415

VOICE SYSTEMS OPERATION, MAINTENANCE AND ASSOCIATED SERVICES

Closing date: Wednesday 6th January 2016, 3PM (Paris time)

|The OECD brings together the governments of |Fast facts |

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For over 50 years, the OECD has provided statistical, economic and social data comparable with the most important and most reliable in the world. In addition to its collection of data, the OECD monitors trends, analysis, and forecasts economic developments. The Organisation studies changes and developments in trade, environment, agriculture, technology, taxation and more.

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ARTICLE 1 - PURPOSE AND OBJECT OF THE CALL FOR TENDERS

The OECD is issuing this Call for Tenders (CFT) to select a provider to perform voice systems operation, maintenance and associated services.

The CFT is divided into 5 lots as follows:

1. Avaya Maintenance and hardware/software purchases

2. Avaya Operations

3. Skype for Business Maintenance and hardware/software purchases

4. Skype for Business Operations

5. Change Management

Bidders can respond to one or more lots. In case bidders respond to multiple lots, they are required to demonstrate the efficiency and productivity gains which would benefit the Organisation should it decide to award multiple lots to the same bidder.

ARTICLE 2 - TERMS AND CONDITIONS OF THE CALL FOR TENDERS

2.1 Composition of the Call for Tenders

The documentation relating to the Call for Tenders includes the following parts:

a) Instructions to Tenderers and their Annex;

b) Terms of Reference and its annexes 1 to 5;

c) Minimum General Conditions for OECD Contracts.

2.2 Tenders

All Tenders will be treated as contractually binding for the Tenderer and the Tenderer shall consequently issue in response to this Call for Tenders a Letter of Application dated and signed including all the provisions set out in clause 3.2 below.

2.3 Duration of Tender validity

Tenders shall remain valid for 180 calendar days, as from the deadline for receipt of Tenders.

2.4 Additional information

Should any problems of interpretation arise in the course of drawing up the Tender documents, Tenderers may submit their questions to jerome.reverchon@ , no later than 10 calendar days before the deadline for the receipt of Tenders. All Tenderers will be advised of the answers given to such questions.

2.5 Acceptance and rejection of Tenders

There is no commitment on the part of the Organisation to accept any Tender or part thereof that is received in response to the Call for Tenders.

The OECD reserves the right:

• To accept Tenders with non-substantial defects

• To reject Tenders received after the deadline for receipt of Tenders, without indemnity or justification.

2.6 Modification or cancellation of Call for Tenders

The Organisation reserves the right to modify or cancel all or part of the Call for Tenders, should the need arise, without having to justify its actions and without such action conferring any right to compensation on Tenderers.

2.7 Partnerships.

Partnerships must jointly meet the administrative requirements set out in the Call for Tenders. Each partner must also meet full requirements individually.

2.8 Extension of the deadline for receipt of Tenders

The OECD reserves the right to extend the deadline for receipt of the Tenders. In that case, all the Tenderer’s and Organisation’s rights and duties and in particular Article 2.3 above will be subject to this new deadline.

2.9 Expenses

Tenders are not paid. No reimbursement of expenses related to the preparation of any Tender will be made by the OECD.

2.10 Confidentiality

The Call for Tenders and any further information communicated to the Tenderer or which come to his knowledge in the course of the Call for Tenders and the performance of the work, are confidential and are strictly dedicated to the purpose of the Call for Tenders. The OECD reserves the right to have all material returned at the end of the Call for Tenders process.

ARTICLE 3 - PRESENTATION, SUBMISSION AND CONTENTS OF TENDERS

3.1 Tender presentation and conditions for submission

Tenders shall be entirely drafted in English or in French and shall be received by the Organisation:

Before the deadline date: Wednesday 6th January 2016, 3PM (Paris time)

• In 2 paper copies and one electronic version (e.g. USB Key):

• In a double anonymous envelope bearing the words:

« NE PAS OUVRIR par le service courrier

Appel d’Offres n( 100001415 »

To the following address:

OECD

EXD/PBF/CPG

To the attention of Jérôme REVERCHON/ Central Purchasing Group

2 rue André Pascal

75775 Paris Cedex 16

FRANCE

Tenders which are received after the deadline for receipt specified above as well as Tenders which do not fully comply with the Technical Specifications, may be rejected.

Tenders sent by e-mail or fax shall be systematically rejected even if they have also been sent in paper format (hard copy).

3.2 Contents of the Tender

The Tenderer must provide :

• A Letter of Application, signed by the Tenderer, confirming the following::

• All the elements of the offer are contractually binding;

• That the person signing the offer does have the authority to commit the Tenderer to a legally binding offer

• That the Tenderer accepts all of the Minimum General Terms and Conditions without any modification. If there is an exception, please state the exception and the rationale for that exception.

• That the Tenderer, or each of the partners in the case of a partnership, have fulfilled all its legal obligations with regards to tax declarations and payments in its home country and must supply all the requisite certificates to that effect;

• Moreover, the Tenderer shall provide, to the extent possible and where applicable, certificate(s) identifying the Tenderer, including its name, legal form, address, registration number or equivalent, date founded, areas of activity and number of employees ;

• The signed Declaration detailed in Annex to these Instructions to Tenderers.

Please note that the Tenderer, should it be shortlisted following the evaluation of the bids, will be asked to provide the following:

• Any relevant existing agreements with intermediaries or third parties;

• Financial information for the last three (3) years

• Proof of completed legal obligations with regards to tax declarations and payments in its home country and all the requisite certificates to that effect;

3.2.2 Financial Conditions

Prices quoted must include everything necessary for the complete execution of an eventual contract (insurance, transport, guarantees). Charges for items essential to execution of the contract and not identified in the Tender will be borne by the Tenderer.

ARTICLE 4 - INTERVIEWS

The Organisation reserves the right to organise interviews and request the Tenderers to specify the content of their Tenders.

ARTICLE 5 – SELECTION CRITERIA

Criteria and weighting for tender appraisal are as follows:

|Lot |Criteria |Weight |

|Lot 1. |Price |60% |

|Avaya Maintenance and | | |

|hardware/software purchases | | |

| |Quality of offer |15% |

| |References |10% |

| |Additional services or proposals, other than those outlined in this |10% |

| |Call for Tenders, that may bring extra value to the OECD | |

| |Vendor reputation |5% |

| |Total |100% |

|Lot |Criteria |Weight |

|Lot 2. |Price |60% |

|Avaya Operations | | |

| |Quality of offer |15% |

| |References |10% |

| |Additional services or proposals, other than those outlined in this |10% |

| |Call for Tenders, that may bring extra value to the OECD | |

| |Vendor reputation |5% |

| |Total |100% |

|Lot |Criteria |Weight |

|Lot 3. |Price |50% |

|Skype for Business Maintenance| | |

|and hardware/software | | |

|purchases | | |

| |Quality of offer |20% |

| |References |10% |

| |Additional services or proposals, other than those outlined in this |10% |

| |Call for Tenders, that may bring extra value to the OECD | |

| |Vendor reputation |10% |

| |Total |100% |

|Lot |Criteria |Weight |

|Lot 4. |Price |50% |

|Skype for Business Operations | | |

| |Quality of offer |20% |

| |References |10% |

| |Additional services or proposals, other than those outlined in this |10% |

| |Call for Tenders, that may bring extra value to the OECD | |

| |Vendor reputation |10% |

| |Total |100% |

|Lot |Criteria |Weight |

|Lot 5. |Proposal costs |50% |

|Change Management | | |

| |Quality of offer |20% |

| |References |10% |

| |Vendor reputation |10% |

| |Additional services or proposals, other than those outlined in this |10% |

| |Call for Tenders, that may bring extra value to the OECD | |

| |Total |100% |

ARTICLE 6 - INFORMATION TO TENDERERS

All Tenderers will be informed, whenever possible, of the decision taken on their Tenders.

I acknowledge and understand the terms of the Instructions to Tenderers and accept to conform myself to those terms if (insert the name of the entity) ……………………………………………….. is selected to conduct the contract.

Annex

Declaration

Call for Tenders n° 100001415

As part of the offer in response to the OECD call for Tenders n° 100001415, the Tenderer (company or individual) declares on oath the following:

- That it is not bankrupt or being wound up, is not having its affairs administered by the courts, has not entered into an arrangement with creditors, has not suspended business activities, is not the subject of proceedings concerning those matters, and is not in any analogous situation arising from a similar procedure provided for in national legislation or regulations;

- That it has not been convicted of an offence concerning its professional conduct by a judgment which has the force of res judicata;

- That it has not been the subject of a judgment which has the force of res judicata for fraud, corruption, involvement in a criminal organisation or any other illegal activity detrimental to the interests or reputation of the OECD, its members or its donors;

- That it is not guilty of misrepresentation in supplying the information required as a condition of participation in this call for Tenders or fail to supply this information;

- That it is not subject to a conflict of interest;

- That its employees and any person involved in the execution of the work to be performed under the present Call for Tenders are regularly employed according to national laws to which it is subject and that it fully complies with laws and regulations in force in terms of social security and labor law;

- That it has not granted and will not grant, has not sought and will not seek, has not attempted and will not attempt to obtain, and has not accepted and will not accept any advantage, financial or in kind, to or from any party whatsoever, constituting an illegal practice or involving corruption, either directly or indirectly, as an incentive or reward relating to the award or the execution of the Contract.

I, the undersigned, …………………………………. on behalf of the company …………………., understand and acknowledge that the OECD may decide not to award the contract to a Tenderer who is one of the situations indicated above. I further recognise that the Organisation may terminate for default any contract awarded to a Tenderer who during the award procedure had been guilty of misrepresentation in supplying, or fail to supply, the information requested above.

The .. / .. / ..

Signature

1. Introduction

The scope of this Call for Tenders is the provision of telephony equipment and associated services, including maintenance and operation in situ for the Organisation for Economic Co-operation and Development (OECD).

The Call for Tenders is divided in several lots. Tenderers can reply to one or several lots individually.

• Lot 1. Maintenance of Avaya infrastructure and provision of related hardware: hardware and software maintenance for the classic IP voice infrastructure with Avaya.

• Lot 2. Operation of Avaya infrastructure: daily configuration of the Avaya environment, responses to changes requests and resolution of incidents related to the Avaya infrastructure.

• Lot 3. Maintenance of Skype for Business infrastructure and provision of related hardware: hardware and software maintenance for the Microsoft Skype for Business telephony infrastructure

• Lot 4. Operation of Skype for Business infrastructure: basic daily configuration, responses to change requests and incident resolution related to the Skype for Business infrastructure.

• Lot 5. Change management: collaboration with the OECD to implement telephony change management strategies, change plan and support during and after the changes.

Suitably qualified providers, who have proven experience in providing such services to similar sized organisations, are invited to submit responses to the five lots individually. Those tenderers responding to more than one lot will detail the added benefits and price reductions that the OECD will obtain in case of contracting several lots with the same provider.

2. Description of the environment

This paragraph describes briefly the telephony environment at the OECD, as well as the telephony architecture that is being implemented by OECD to allow more collaboration and facilitate mobility in the coming years.

The OECD has currently a voice topology consisting of 2 T2s SFR accesses for videoconference, 8 T2 SFR accesses for voice and 4 T2 Orange as backup for voice and videoconference that are connected to the corporate PBX following the architecture depicted below:

[pic]

The T2’s circuits are managed by the Telecoms provided and not part of this CfT (except for the configuration of the SONUS SBC 2000 gateways where they are connected)

The 8 T2 SFR accesses for voice (4 for incoming and 4 for outgoing calls) are configured in high availably mode, both at access level and at ISP central office (CO) level. In case of a problem with one of the accesses (fibre, electrical problem in the central office, etc.) calls are automatically routed through the T2s installed in the other entry point. With the current configuration, all DID (SDA in French) numbers are available both for incoming and outgoing calls even in the case of a major issue where only 1 T2 remains active.

The gateways SONUS act as central routing point for all calls, and provide accounting and call logging services.

AVAYA ENVIRONMENT

This paragraph describes briefly the Avaya PBX environment at the OECD.

The current PBX is based on the system Avaya CS 1000 7.6. The system uses fundamentally VoIP technology, although there are also digital and analogue telephones installed.

Inventory

A detailed inventory of telephony components and versions can be checked in the attached inventory Excel spreadsheet “Inventory PBX.xlsx”

The most used IP telephone model is the 1230IP (85% of the posts). Any broken IP telephone on the Avaya environment is replaced with this phone.

Telephones by location (estimated):

|SITE |ANALOG |DIGITAL |IP |

|Château+FR+CC |238 |139 |  |

|Mbat |106 |34 |  |

|Delta |67 |29 |  |

|Totaux |411 |202 |3172 |

Routing and permissions

The following permissions are defined in the PBX:

• Internal

• Paris and special services

• National and mobile

• International

Some OECD agents have a personal code that can be used to make private calls. The agents receive the code the day they join to the OECD. These calls are registered in the billing system and then charged directly in the payslip. Likewise, there are also “department codes” that are used to unblock the phones in meeting rooms and to be able to establish audio conferences that will be charged to the correspondent “department’s budget”

Once the private code is dialled, all restrictions for the call are removed.

Private links

At the OECD there is only one central Avaya PBX with two CPU’s, but there are two remote shelves in 2 different buildings, DELTA and Marshall Building. These shelves have been installed to enable the connection of digital and analogue phones. With this same purpose, the OECD has installed gateways Audiocodes MP-112 (1) and MP-124 (3) in several of the annexes which must be maintained.

SKYPE FOR BUSINESS ENVIRONMENT

This paragraph describes briefly the Skype for Business environment at the OECD.

The current Skype for Business environment is based on a standard and centralised architecture. The following servers are deployed:

|Role |Number |

|Front End |4 |

|Back End (SQL Server) |2 |

|Witness (SQL Server) |1 |

|Office Web Apps |2 |

|Edge |2 |

The monitoring role is installed in the Frontend servers. Reporting services role is installed in the backend as well as the databases.

Skype for Business is currently intensively used throughout the organisation for instant messaging and to a lesser extent for web conference. Voice is being implemented, with currently ~75 users fully working with Skype for Business, 400 expected by the end of 2015 and 1600 by the end of 2016. The Organisation’s objective is migrating the Avaya platform to Skype for Business by the end of 2017 at the latest.

The Skype for Business client is in process of being deployed to all workstations. The deployment will be finished by the end of 2015.

Additional Skype for Business telephony infrastructure:

• 2 Sonus SBC 2000 in version 4.1.1 with double power supply and 2 cards, one with 2xT2 and the other with 8xT2. Each device has a licence to support 85 SIP simultaneous calls and 426 SIP registrations. Additional detail on licenses can be provider on request.

• 1 billing system based in Infoserv technology (out of the scope of the call for tenders)

• 3 Audiocodes MP124 used as analogue gateways.

• ~100 Jabra headset UC 750

• ~450 Audiocodes 420HD and 440HD phones (to be installed in December 2015)

• Audiocodes EMS IPP management system

• Dell UCCS (out of the scope of the call for tenders)

• Microsoft and 3rd-party tools to monitor the server and network activity, such as SCCM and Solarwinds (out of the scope of the call for tenders)

Generic clauses applicable to all lots

Security at the OECD is an element of paramount importance. It is expected that all partners collaborating with the OECD respect the highest security standards and preconize their utilisation.

Notably, any server installed at the OECD must respect the following conditions:

• Antivirus and antimalware provided by the OECD.

• Integration in the domain.

• Firewall activation.

• Modification of default passwords respecting the OECD password policy.

• The installation of the server will be done accordingly to the principle of “privilege separation”. For any functionality, the user should have the minimum level of privileges required to carry out their tasks.

3. LOT 1: MAINTENANCE OF AVAYA INFRASTRUCTURE. SERVICES AND ASSOCIATED EQUIPMENT

The objective of this lot is to select a partner that can help the OECD to maintain the existing Avaya infrastructure described above and provide advanced consulting and integration services. Answers to this lot will follow the format described in “ANNEX I: AVAYA INFRASTRUCTURE ANSWER SHEET”

Partners wanting to be considered for this lot must have a great experience providing support to Avaya environments and integration with other systems, such as Skype for Business/Lync, voice recorders or SIP systems (Cisco or Polycom)

Additionally, the selected partner must be able to escalate directly tickets to Avaya if required.

Every PBX has a hardware component, a software component and the associated licenses (Keycodes). The hardware is mainly composed of shelves, cards (extensions or links), CPUS and control servers.

The software manages the voice traffic and applications.

The licenses enable the utilisation of phone posts (analog, digital or IP) or functionalities. It is required that the bidder awarded with this lot is able to liaise with Avaya to order new licences or equipment as requested.

Required Services

Hardware and Software Maintenance

The selected partner will carry out two types of maintenance:

i. Preventive: this service includes two annual reviews of the core system to evaluate possible problems and the production of an inspection report.

ii. Corrective maintenance, described below. The partner must be able to provide the corrective maintenance on 24x7.

The provider must to be able to replace any faulty hardware element which is part of the technical environment and, should it be necessary, reload the configuration from the OECD’s existing backup.

Technical interventions in the OECD annexes may be necessary, especially in case of major issues. The designed people to work in-situ, will have, a part from the required expertise and technical certifications, a clear client-oriented attitude in order to maintain an excellent relationship with all OECD personnel.

Any equipment provided to the OECD must be new and have the vendor’s warranty in place. The OECD has made a significant effort to keep its hardware within the vendor’s supportability matrix. The OECD must be informed by the provider of any piece of hardware which is not supported, or which will not be supported by the vendor before the end of the contract.

When some piece of hardware of software is replaced due to an incident, the selected bidder will guarantee that no additional incident is generated (non-regressivity of the intervention). The manufacturer and OECD installation procedures will always be respected, including labelling new equipment, physical installation; upgrade of the software to the required version, etc. the company will also take in charge the removal and destruction of the failing piece of hardware. A certificate of recycling will be provided to the OECD.

The bidders will provide their detailed commitments to solve the hardware or software incidents based in their impact:

|Impact |Description |

|Critical |Complete shutdown of the system or unavailability of more than 20% of the basic communication service |

| |Failure of a core component or CPU |

| |Major alarm in the system |

| |DID (SDA) out of service |

| |Complete failure of the power or battery system |

| |Difficulties to establish the communication due to continuous system reboots. |

| |20% or more of the extensions out of service |

| |Any other problem causing a severe impact and considered as critical by the OECD. |

|Major |2% to 20% of the phones sets out of service |

| |Any of the following functionalities: Forward, transfer, hunt/pick-up groups or Executive-Assistant |

| |configurations not working. |

| |Minor system alarm |

| |System reboot once a day |

| |Redundant hard drive of one of the application servers out of service |

| |Problems to send or generate CDRs |

| |Music on hold not available |

| |Voice Mail not available |

| |Management ACD tools out of service |

| |Management console not working |

|Minor |Any other problem |

The list of elements to be maintained is provided below:

1. Electrical system:

In La Muette and DELTA all shelves have their own batteries system and their own electrical installation. Batteries have been replaced in 2012 (Chateau), 2009 (DELTA) and 2008 (Marshall building)

The critical elements needed to maintain a basic functionality of the PBX are connected to the batteries and they work autonomously in case of a power outage.

2. Avaya PBX environment

This includes all cards, CPUs and associated servers and the 4 Audiocodes gateways used to connect analogue phones in remote sites. The OECD has spare cards that can be used for the maintenance. The detailed inventory of the PBXs cards and servers can be checked in the Annex “Inventory PBX.xlsx”

Should it is considered necessary, the OECD will allow the tenders to inspect the state of the current PBX and collect additional information.

3. Licenses

The detail of the available licenses can be provided under request.

4. Applications

The following applications are used at the OECD and must be maintained:

- UCM

- Avaya AACC 6.4

The OECD has a system to distribute the phone calls (ACD): Avaya AACC 6.4. The system has 3 different groups:

- Helpdesk (9999)

- OPS (1234)

- OLIS (8300)

The purpose of the system is to obtain the statistics of calls made and received. Opening hours, routing strategy and the reports are provided to each of the groups. The ACD has a license for 20 agents connected at the same time. The OECD doesn’t expect any growth in this value.

Several reports are defined in the system to analyse the agents’ activity and they are divided in real-time reports and historical reports.

- Voice Mail. Call Pilot 202i

Although most of the users have been integrated in the Exchange voicemail system, a small number of users ( ................
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