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Sources Sought Notice - D-- Sources Sought for Telecommunications System Maintenance Avaya

September 1, 2014

Notice Type: Sources Sought Notice

Posted Date: 29-AUG-14

Office Address: Department of the Army; Army Contracting Command, MICC; MICC - Presidio of Monterey (RC - West); Bldg 4385, Suite 2041, 400 Gigling Road, Seaside, CA 93955

Subject: D-- Sources Sought for Telecommunications System Maintenance Avaya

Classification Code: D - Information technology services, including telecommunications services

Solicitation Number: W9124N-14-Q-0077

Contact: Cori Duford, 831-242-3618 [MICC - Presidio of Monterey (RC - West)]

Setaside: N/AN/A

Place of Performance (address): MICC - Presidio of Monterey (RC - West) Bldg 4385, Suite 2041, 400 Gigling Road Seaside CA

Place of Performance (zipcode): 93955

Place of Performance Country: US

Description: Department of the Army

Army Contracting Command, MICC

MICC - Presidio of Monterey (RC - West)

This is a sources sought notice issued by the Mission Installation Contracting Command Presidio of Monterey (MICC POM) located in Seaside, California 93955. This is not a Request for Proposal. MICC POM is conducting a market survey and analysis to determine the range of available contractors and assess their capabilities to perform the work requirements described below. Submission of this information is for planning purposes only and is not to be construed as a commitment by MICC POM to procure these services, to pay for the information requested or to make an award on the basis of this notice. All interested parties are invited to submit a response to the market research questions below and submit capability information describing their ability to perform the work requirements set forth below; the applicable NAICS code for this notice is 517911 telecommunications resellers with a size standard of 1500. An award will not be made on information or offers received in response to this notice. The Government is not responsible for the cost associated with any effort expended in responding to this notice. MICC POM has a requirement for Brand Name Specific Avaya based support and maintenance. Vendors proposing alternate solutions, if other than Avaya, shall require a seamless transition, configuration and interoperability. Background: The Defense Manpower Data Center (DMDC) requires continued software maintenance to support enterprise level Private Branch Exchange (PBX) capabilities, Voice Over Internet Protocol (VOIP) capabilities to the organizational infrastructure, as well as support existing Tagged Message Delivery Agent (TMDA) handsets. DMDC's current telephony platform consists of Avaya hybrid CM6 switch that provides telephony service and features to the DMDC Seaside, CA location. Approximately 800 enterprise users and a mid-sized call center are serviced by this solution. The DMDC offers 4-digit dialing to users within the Seaside facility, and access to external numbers is through Public Switched Telephone Network (PSTN) or Defense Switched Network (DSN) links terminated to the PBX. The Avaya PBX switch supports analog, digital and Voice-Over IP (VoIP) end user units. The Avaya CM6 switch provides telephony services to the DMDC Enterprise and the DMDC Support Office (DSO) Call Center. Capability Sought: MICC POM is seeking to identify commercial organizations capable of performing telecommunications system maintenance and associated support. Requirement: The contractor shall provide support to the current Avaya CM6 PBX switch which utilizes a hybrid approach to connect with existing telephony infrastructure in order to maximize efficiency and productivity with scalability for future expansion of capacity, processes and features. Support to the existing Avaya CM6 switch must include functionalities including the Aspect Interactive Voice Response (IVR) and quote mark screen pop quote mark capability as well as the ability to create various quote mark hunt groups quote mark or quote mark vectoring quote mark , all of which must be transitioned without interference to the overall Call Center operations or create any disruption of Call Center service. Support must adhere with all current DoD, Defense Information System Agency (DISA), Security Technical Implementation Guidelines, (STIG's), and National Institute of Standards and Technology (NIST), requirements and be aligned properly with all applicable Joint Interoperability Test Commands (JITC) certifications. The contractor shall provide hardware and software maintenance support for the DMDC Avaya PBX (CM6) consisting of the following: Provide hardware and software maintenance support for the DMDC Avaya PBX (CM6) consisting of the following: Voice Portal ver. 5.1 Avaya Call Management System (CMS) ver. 16.2 Avaya Aura Communication Manager (CM) ver. 6.0.1 Avaya CMM (Audix - Voicemail) ver. 6.0.1 VeraSmart eCAS Call Accounting Software ver. 10.1 SP6 (Build E911 Service ver. 1.5- rev.7 Maintenance support includes hardware replacement for all components comprising the Avaya PBX with a four hour response time of the issue being reported. Vendor must notify DMDC POC's within 48 hours of the most recent patch releases being available. The vendor will provide valid, Avaya sanctioned patches within 72 hours of availability with secure access identified. Avaya Certified representatives will provide on-site support for major release (OS upgrades) which require Subject Matter Expertise (SME) to deploy. The vendor in coordination with Avaya and DMDC's Telecommunication, UNIX, and Systems & Technical Support Division Management will plan the deployment of the major releases and upgrades to ensure no disruption to DMDC's customers. The vendor must ensure that the patches are the most current JITC approved and certified and applicable to the DMDC PBX and provide support to DMDC staff for in-house patch application. The vendor will respond and provide the applicable patches and/or software updates for remediation of Information Assurance (IA) scan findings. The vendor will ensure that the Avaya PBX remains STIG and IAVA compliant within the scope of the JTIC certification. The vendor will provide continual updates for the servers and resources' comprising the Avaya PBX (CM6) solution to ensure the PBX remains compliant with all applicable DOD regulations. Vendor will provide extended hours for technical support (0500 to 1700, same business day) for all reported issues for the Avaya PBX including both major and minor alarms. Vendor will respond within four hours to all telephonic and email reported incidents or issues. DMDC requires direct telephonic access to Avaya Senior Engineers (Tier 3 equivalent) to collaborate, analyze and troubleshoot issues. Vendor will access the PBX remotely via secure modem connection in order to troubleshoot to assist DMDC staff in remediation of incidents or issues. Vendor will provide support for the IVR applications. Incorporate requested changes and updates as specified by DMDC and the DSO Call Center. Ensure that all updates are tested and validated with Systems Telecommunication, Call Center and applicable server team members All vendor engineers must be Avaya Certified. Vendor will provide reports and notification to DMDC POC(s) via email and telephone within two (2) hours of all minor alarms and within one (1) hour of all major alarms detected on the PBX and offer solution(s) for remediation and solution. HOW TO RESPOND TO THIS NOTICE: Only email responses shall be accepted (refer to the below for further email instructions). Respondents shall include responses to the below questions and a capability statement in clear, concise and unambiguous language outlining their individual qualifications relative to the above hardware and services requirement. All responsible sources may submit a capability statement, proposal, or quotation, which shall be considered by the agency. Please review the requirements listed below. At a minimum, the package shall address the following: 1. Company Name, company name, address, telephone number, facsimile number, e-mail address, CAGE code and per question 1 below business size classification with respect to NAICS code 517911 (e.g. large, small, women-owned, 8(a), service-disabled veteran). 2. Company profile to include DUNS number/CAGE Code, and a statement regarding current small business status to include small business type(s)/certification(s) such as: SDB, 8a, HubZone, SDVOB, etc. 3. State the lead time for implementation 4. Full description of proposed solution. 5. Limit your reply to no more than three (3), single-sided, typewritten pages of text (inclusive of charts, graphs and photos) while utilizing a font size of no less than 12 point. The Government will treat all information received in response to this notice as proprietary and such information will be safeguarded in accordance with applicable Government regulations. Responses to this source sought request for information will not be returned. 6. Respondents should also furnish a list of all current Multiple Award Schedule (MAS) or Government-wide Agency Contract (GWAC) contract instruments currently held. If your organization has the capability and potential capacity to perform the services described above, please respond to this notice and provide written responses to the following information. Responses must be received No Later Than (NLT) Friday, 5 September 2014 at 5:00 pm (PST) to Cori Duford at email Contracting Office Address: MICC - Presidio of Monterey, Bldg 4385, 3rd Floor, 400 Gigling Road, Seaside, CA 93955 Place of Performance: DMDC Seaside, California 93955 Point of contact(s): Cori Duford, Contracting Officer.


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