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RFP No. 1318- VoIP • Page 3 <br />been an increasing number of outages and congestion on the City's phone system due to failing <br />parts. <br />The Riverside Public Utilities' headquarters is relocating to Mission Square and the Call Center <br />is relocating to Flight Road. In order to provide the reliability and long term survivability of voice <br />services to Riverside Public Utilities and the Call Center, the Information Technology <br />Department released RFP No. 1318 — Voice Over IP (VoIP) and IP Contact Center Solution. <br />The intent of this RFP was to provide a solution that would replace all of the voice systems at all <br />Riverside Public Utilities' locations, including the Call Center that serves both Riverside Public <br />Utility customer service needs and citywide 311 needs. While there is no funding to replace <br />other departments in the City, the new system will set the standard for replacement of Ericsson <br />systems as funding allows. <br />The RFP No. 1318 was released on January 13 and closed on February 23 rd. there were eight <br />(8) respondents. A total of ten City employees from both Riverside Public Utilities and <br />Information Technology Department evaluated all responses. <br />Three (3) different manufacturers for the VoIP and related products were included in the <br />responses (Avaya, Cisco and Shoretel). The best scores from each manufacturer were invited <br />to meet with the evaluation committee and present their solutions. From the vendor <br />presentations, Shared Technologies Inc. (Arrow S3) using technology from Avaya and Black <br />Box Network using technology from Cisco were chosen as the finalists. <br />Each of the final two (2) companies were required to provide a vendor site that utilized their call <br />center solution. An evaluation team visited the site and elevated Arrow S3 /Avaya as the highest <br />rated; primarily based on their call center solution, since that was the most critical to the <br />evaluation team as other features were considered equal. For a detailed breakdown of the <br />scoring, please see Attachment #2. <br />In April 2012, Riverside Public Utilities will relocate its Engineering Staff to the new Mission <br />Square facility and in May 2012, the Orange Square staff will also move into the space at <br />Mission Square. This will be the first facility with the new Voice over IP (VoIP) phone system. <br />The second facility will be the Flight Road facility where 311 Call Center will be relocating. The <br />311 Call Center solution is the most complex portion of the phone system and is expected to be <br />operational by September 2012. Complete migration to the new system is expected by the end <br />of calendar year 2012. <br />FISCAL IMPACT <br />Sufficient funds in the amount of $1,485,052.39 have been included in the FY 11 -12 Information <br />Technology Department Budget account number 462320- 2405001. The total includes a 15% <br />contingency and all contractual, hardware, software, maintenance costs. <br />Prepared by: Steve Reneker, Chief Information Officer <br />Certified as to <br />availability of funds: Brent A. Mason, Finance Director /Treasurer <br />Approved by: Deanna Lorson, Assistant City Manager, <br />for Scott C. Barber, City Manager <br />Approved as to form: Gregory P. Priamos, City Attorney <br />23 -2 <br />