RFP Voice over Internet Protocol (VoIP) Telephony and Contact Centre Solutions South African National Parks Request for Proposal (RFP) Voice over Internet Protocol (VoIP) Telephony and Contact Centre Solutions Ref: 4/11/1/2/02-13 © 2013 SANParks. All rights reserved. RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Contents 1 General Information 3 1.1 Purpose of this Documents 3 1.2 South African National Parks Profile 3 1.3 Background 3 1.4 Overview of Required Services 4 1.5 Responses 6 1.6 Evaluation Process 7 Phase 1: Thresholds / Mandatory Criteria 7 Phase 2: Functional requirements evaluation 8 Phase 3: B-BBEE and Pricing 8 Scoring Rules 8 1.7 Broad Categories 10 2 Functional Evaluation (Phase 2) 12 2.1 Telephony 12 Architecture 12 Functionality (Annexure C) 12 Service Levels (Annexure C) 16 Warranties 18 Resources and skills (Annexure G) 18 Contact Centre 18 Architecture 18 Functionality (Annexure G) 20 Service Levels (Annexure G) 22 Warranties 24 Resources and skills (Annexure G) 24 2.2 i RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Annexure A: Abbreviations 25 Annexure B: Sites 27 Annexure F: Telephony - Track Record 36 Annexure J: Contact Centre - Track Record 37 ii RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions 1 General Information 1.1 Purpose of this Documents a) South African National Parks (SANParks) invites prospective service providers to submit their Request for Proposal (RFP) documents to be considered as potential solution provider(s) and maintenance of the proposed solution(s) for SANParks. b) Based on the information contained in the responses to this RFP, an Evaluation Committee will short-list a number of Respondents. c) The successful Respondents will be invited to demonstrate their solutions. d) SANParks will ultimately enter into negotiations with the preferred Respondent(s) for purposes of concluding a binding Contract(s) with supporting Service Level Agreements. e) SANParks reserves the right to adjudicate this Bid to one or more service providers. 1.2 South African National Parks Profile a) South African National Parks is a statutory body established in terms of the now repealed National Parks Act No. 57 of 1976 and continuing to exist in terms of section 54(1) of the National Environmental Management: Protected Areas Act 57 of 2003 (as amended). b) SANParks manages a system of national parks that are geographically dispersed throughout South Africa. c) Currently all Information and Communication Technology Services (ICT) are outsourced and the core infrastructure support is being managed by an ICT partner on behalf of SANParks in terms of an outsource agreement. d) The Wide Area Network of SANParks is rented from Telkom on their VPNS / MPLS and VSAT technology and a single domain exists for SANParks. 1.3 Background a) SANParks currently utilises a mixture of traditional analogue and digital telephony and associated PBX systems at all of its sites. b) All telephone lines are rented from Telkom under various contractual terms. c) Very small sites may only have a single or multiple set of analogue lines whereas larger sites may have BRI or PRI lines. 3 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions d) The current PBX systems have been sourced from various service providers although Telkom PBX systems are dominant in quantity. e) At our Head Office (Pretoria) and at the Skukuza (KNP Head Quarters) digital PBX systems are in use. f) Some of our branches, notably the Garden Route National Parks and its related sites, have a VoIP solution in place based on Telkom’s VPN Lite ADSL technology, but the internal telephone networks are conventional digital phones with a separate telephony (non-IP) network. g) Our Head Office also makes use of a call centre solution that is integrated into the PBX system. 1.4 Overview of Required Services A. Telephony a) SANParks is busy with a convergence strategy whereby Voice, Video, Cellular and Data should merge into a single infrastructure platform to the extent that it is economically feasible for a particular site. Thus it is recognised that not all sites will have sufficient telephony users to warrant a VoIP solution. Also some sites are dependent on VSAT technology for their Voice Services due to the remoteness of the site and hence an integrated VoIP solution may also not be feasible. b) In this journey to convergence, SANParks wishes to leverage on VoIP technology, not only between sites, but also i.r.o Local Area Networks (LAN) where existing LANs at the sites should also be used for voice and video. c) This concept should also be extended through the use of existing Wireless Access Points (WAP) and SIP to allow voice calls over the LAN and PBX whilst using a SIP enabled cellular phone that is in range of SANParks WAPs. Thus the cellular phone becomes an extension on the local PBX. d) When the cellular phone moves outside the range of a SANParks WAP, the call should also be able to continue using the data capacity inherent to the cellular networks or public WAPs to continue or start a new call using data, provided sufficient bandwidth is available. At all times voice quality should be ensured comparable with Analogue technology, thus Quality of Service is a prerequisite for the proposed Solutions. Calls that “break up” as typically experienced on Cellular networks due to contention should be mitigated with software that can be loaded on the devices (Apps for Smartphones). e) The usual reporting, cost allocations, number identification, etc. associated with PBX environments apply and is detailed in the functional requirements. B. Contact Centre a) SANParks operates a single call centre at its Head Office in Pretoria for purposes of enquiries, reservations, amendments to reservations, cancellations and Wild Card (SANParks internal loyalty program) sales and enquiries. The requirements are to enhance the call centre to that of a contact centre where not only traditional telephone calls are handled and managed according to contact centre principles, but contact via various Instant Messaging platforms, Web based calls (e.g. Skype), e-mail, faxing, etc. are also catered for and managed. 4 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions b) Although the contact centre is predominantly on the floor at our Head Office, we also have contracted agents that work from home and other centres that should share the same facilities no matter their connection either to SANParks through VPNS, ADSL, Diginet, Metro Ethernet, VSAT, or related technology. We also operate smaller contact centres at some of our branches and would like to extend the central facility to those centres as well. c) Voice recording and management should form part of the solution. d) The proposed system should be able to integrate with any IP enabled PBX solution whether on-premise or publically hosted. e) Integration into popular CRM solutions whether on-premise or publically hosted is also required. f) The usual requirements for the management of contact centres will apply as presented in the functional requirements. C. On Premise (Operational Rental) vs. Publically Hosted Solutions a) SANParks is interested in exploring both types of models for the PBX as well as Contact Centre Solutions. b) If you therefore have both options (on-premise and publically hosted) available you are required to respond to this RFP on both options clearly stating the different pricing models. D. General a) SANParks is not keen to own any PBX or Contact Centre equipment, and potentially even the hand/headsets as well as the switchboard units should be offered as rental options. b) SANParks may also request the successful respondent to install and manage the Internet connectivity component of the proposed solutions. c) At critical sites, alternative connectivity through existing Telkom Analogue / Digital services must also be catered for in the proposed solutions in case Internet connectivity is interrupted. d) Only one network point is available per user, hand/headsets should thus have built-in switching capability so that the UTP LAN cable must run to the phone and then to the user’s computer in order to enable the user to continue using the phone even if there is no computer or when the computer is switched off. e) Do not assume that all switches have POE capability, thus instruments should have their own power supply unit. f) This RFP must be costed on the information as provided, bearing in mind that ultimately the roll-out will be phased dependent on when each ear-marked site’s current PBX and Telephony agreements mature. g) This tender will be awarded for a 5 year term. 5 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions 1.5 Responses a) You may choose to respond to only the Telephony (2.1) or the Contact Centre and with options for on-premise and / or publically hosted solutions on both above portions of the bid. (2.2) portion of this RFP or both; b) Complete your responses on the attached Annexures (Excel) to ease and speed up the Evaluation Process. a. b. c. d. e. c) d) e) f) g) h) i) SBD 1B (This document for Annexures B, F and J) SBD 1C Telephony Annexures C-E (On Excel with Sheets for each Annexure) SBD 1D Contact Centre Annexures G-I (On Excel with Sheets for each Annexure) SBD 1E Annexure K – Commercial and Financial Criteria (On Excel) – Supported by latest Audited Annual Financial Statements SBD 3.1B Pricing Detail Sheet for Telephony (On Excel, note that there are 2 sheets, On Premise and Hosted. Totals are at the top to transfer to SBD 3.1A) f. SBD 3.1C Pricing Detail Sheet for Contact Centre (On Excel, note that there are 2 sheets, On Premise and Hosted. Totals are at the top to transfer to SBD 3.1A) g. SBD 1A, 2, 3.1A, 4, 6.1 and 8 to be printed and completed by Hand and signed Attach a CD / DVD with the above documents in their native format (Word / Excel) so that we can copy and paste to our scoring sheets – Do not attach scanned copies of the printed version. Note that the Excel documents have space for comments as well as cross reference to your own documents should the space be not sufficient. Use it and cross reference accurately to assist the Evaluation Team. On the detail pricing sheets try and lump costs together. Should you need to add something that is not listed, space is made at the bottom of each section (5 lines) to add items that will be included in the totals. Prices are assumed to be VAT inclusive. Please assist the Evaluation Team and improve your own chances by responding strictly according to this document and provided Annexures. The Evaluation Team will not search submissions for answers / responses. Provide all the information requested. Failure to do so may eliminate your response. 6 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions 1.6 Evaluation Process The Evaluation Process that will be followed is summarised as follows: Phase 1 – Evaluate minimum criteria and discard any responses that do not meet minimum requirements or any general SCM regulations Phase 2 – RFP Evaluation Panel to perform a functional requirements evaluation of the responses. A threshold of 70% for evaluation of Functional Requirements is applicable before your response can proceed to Phase 3 Phase 3 – Evaluate and confirm B-BBEE and Commercial aspects of successful RFP(s) that passed Phase 2 The following schedule highlights the important dates throughout the process: 1. RFP issued 20 May 2013 2. Information Session 6 June 2013 3. RFP submission closure date 26 June 2013 @ 11:00 sharp Phase 1: Thresholds / Mandatory Criteria Note that if any Respondent, director or major shareholder associated with your RFP appears on the database of Tender Defaulters or Restricted Bidders of National Treasury, such RFP will be automatically disqualified. Only Respondents who can provide acceptable documentary proof that complies with the following mandatory criteria will be considered for the next phase of evaluation. The Respondent must: a) b) c) d) Be a South African Entity Provide an original valid tax clearance certificate issued by the South African Revenue Service bound into the file marked as MASTER submission Proposed Equipment must be ICASA approved – certification to be provided Be able to provide and maintain the proposed solution at all the sites of SANParks within reasonable SLAs – Annexure B 7 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Phase 2: Functional requirements evaluation a) A Functional Evaluation Panel will evaluate your responses as submitted as part of the RFP. b) To ensure that the Panel can evaluate your response, it is in your best interest to follow the RFP document in terms of numbering and to respond to each of the evaluation criteria in full. We have provided MS Excel documents to facilitate the responses. c) Annexures have been made available in this document to for you to complete and thereby assist the Evaluation Panel in scoring consistently and fair. d) The Panel members WILL not search for information hidden in the response as this will be extremely time consuming. Phase 3: B-BBEE and Pricing a) The 90/10 principle will be applied during evaluation as detailed in the attached SBD 6.1 form. b) Pricing to be provided on the attached SBD 3.3 form. 1.7 Scoring Rules Each specific criteria area will be scored out of 5, using the following guidelines: Score Description 5 Exceeds the acceptable / requested standards 4 Fully meets the acceptable / requested standards 3 Materially (nearly always) meets acceptable / requested standards 2 Does not meet acceptable / requested standards 1 Standards not proven 0 No evidence 8 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions In the case of “Yes / No” responses, scoring will be applied according to the following guidelines: Score Description 5 Yes, and in addition we can do the following 4 Yes 3 Yes, but some aspects not 1 No, but we can do this 0 No 9 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Broad Categories Responses to this RFP will be evaluated by an Evaluation Panel against the under mentioned broad categories. The following weightings will be allocated to these categories: Category Weighting Functionality and Service Levels 70% Certification and standards 5% Resources and skills 5% Proven Track record in providing the services 10% Commercial and Financial soundness 10% Total 100% 10 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions The different categories of criteria aim to evaluate inter alia the following specific aspects: (The first Annexure reference in the table below is for Telephony responses and the second is for Contact Centre. Annexure K is applicable to both.) Functionality and SLAs The Respondent must be able to deliver the minimum required functionality to SANParks and support it at all the sites at requested SLAs or better (Annexure C+G) Certification and Standards The Respondent must list the certifications or acknowledgements from vendors that would be relevant in delivering the solutions and service to SANParks. (Annexure D+H) Resources and Skills Please list the number of resources according to appropriate skills with average years of experience (Annexure E+I) Track record (Annexure F+J) Commercial and Financial Respondents must indicate their proven track record by referring to applicable other service agreements in place including contacts for reference purposes The Financial status and Financial trends of the business of the Respondent must be provided (Annexure K) 11 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions 2 Functional Evaluation (Phase 2) 2.1 Telephony Architecture Please provide a short description of the Communications Architecture required for your solution assuming three sites using Telephony and VOIP. Please support the description with simple illustration. a) Describe this for both scenarios: a. On-Premise solution b. Public Hosted (Cloud) Solution b) Please provide information on the following: a. Minimum hardware Requirements i. PBX ii. Management software iii. Call recording iv. User PCs if integrated with PC and no desk phone b. Server Maintenance Requirements c. Licensing model d. Interactive Voice Response (IVR) e. Different modules available f. The different PBX systems your solution can integrate with Functionality (Annexure C) Please indicate your Solution’s ability to deliver on the following functionality: 12 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions a) Run on existing SANParks Local Area Networks b) SIP calls c) Instruments: a. Allow for wireless enabled telephone instruments b. Instruments must have built in switch to drive computer equipment as well c. Instruments must have own Power Supply as PoE is not readily available at all sites d. Hands Free operation e. Muting f. Ring and volume level setting by user g. User selection of Ring Tone h. At least 2 simultaneous calls per user i. On Hold facility j. Short keys for system functionality k. Full digital telephony, digitising voice signals in the handset for high quality reproduction l. Display for number dialled, time of call, calling party identification and other details d) Attendant Instruments a. Handset or Headset operation b. Consoles shall have an alpha-numeric display and/or icon-driven user interface (please indicate), indicating the following: i. Indication of queued incoming calls ii. Calls returned to attendant iii. Fault code iv. Exchange line seized v. Number of extension calling vi. Number keyed by operator vii. Adaptable for attendants that are visually handicapped viii. Keyboard and mouse operation ix. The Console shall offer a minimum of four floating loops for universal console answering i.e. the Operator can hold up to four calls which he / she can subsequently dispose of 13 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions e) Allow for user to move instrument to any other network point and retain same extension number a. On LAN b. On WAN f) Allow user to log into any instrument and receive and make calls as if this is the user’s normal extension at his / her desk g) Allow Boss / Secretary function where call is normally answered by Secretary and then easily transferred to Boss h) Transfer of calls to any extension on the LAN or WAN i) Follow me functionality: a. Any other extension b. To Cell Phone using SIP whilst in area covered by WAP c. To Cell Phone over Cellular network d. To any other phone (VOIP) or Analogue j) Out of Office settings with a. Call forwarding b. Call diversion c. Message taking k) Allow for groups and group answering l) Teleconferencing internally and externally m) Set call limits on: a. Overall Call duration and costs b. Private Call limits n) Block certain lines for external calling either a. In general b. Outside area code c. National / International o) Easy maintenance of phone book i.r.o. a. Own extensions (National) b. External numbers that is regularly used c. Mark numbers as private or business 14 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions d. Integrate with Active Directory where applicable and use and maintain AD telephone and e-mail records p) Reporting: a. User based reports mailed to user or accessible via web portal and applicable security b. Usage reports per User / Section / Department / Division / Park / Camp per Structure from Human Resource system and / or AD c. Easy exportable costs in a format suitable for integration into MS Dynamics GP v 2010 i. Private Calls into Sales Module ii. Cost allocations into General Ledger iii. Cost allocations into Project Accounting Module as Miscellaneous Expense q) Easy maintenance of extensions / users per site by appointed Telephony manager r) Personal Video conferencing capability for identified users – Thus instruments with small Video Screen s) Message collection; a. Access via Instrument b. Via Web portal c. Send message notification to e-mail address with i. Link to message on web portal ii. Message attached in wav file t) Music on Hold u) Voice Prompts v) Fax connections w) Although essentially a VOIP solution the system should allow for BRI, PRI and Analogue lines to be connected for redundancy x) Extensions left off-hook shall be automatically disconnected after a set period of time y) Ring back when line is free z) Last number redial functionality aa) Hunt Groups - Circular, Terminating, Uniform Call Distribution (Cyclic Hunting) bb) Do not disturb cc) Call park, retrieve at another extension dd) Speed dialling / Virtual extensions - System & Individual. (Please State number of codes that can be programmed) ee) Do not disturb 15 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions ff) gg) hh) ii) jj) kk) Executive Override Exchange Line Queuing Music on Hold Break-in PIN security Voice Recording a. Per extension b. Per Call (ad-hoc) Service Levels (Annexure C) The following minimum service levels are required: a) Severity 1 Incident Where problems on the solution impacts on business to the extent where no users anywhere can make or receive calls and/or call recording facility is not operational Immediate response MTTR of 4 hours b) Severity 2 Incident Where problems on the solution impacts on business to the extent where a certain site is without telecommunications. Immediate response MTTR of 8 hours c) Severity 3 Incident Where some telephony users at a site are without telecommunications. 16 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Immediate response MTTR of 2 days d) Delivery of new Instruments when ordered 3 days e) Swop out of faulty Instruments Immediate response MTTR of 2 days f) Voice Quality on VoIP over LAN and WAN Provide analogue phone quality Describe how your VoIP telephony solution will ensure Analogue telephony quality on IP LANs and WANs. State if any software is used State what the bandwidth requirement is per call State the minimum bandwidth requirement per Internet Access technology type for the following scenarios: o 8 Simultaneous external calls o 15 Simultaneous external calls o 30 Simultaneous external calls o 60 Simultaneous external calls o 90 Simultaneous external calls g) Voice Quality on cell phones using SIP Describe how the SIP calls would work on SIP enabled phones 17 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Elaborate on Quality of Service capability and any software / app requirements on the cell phone h) VSAT Describe whether your proposed solutions can operate effectively over VSAT connectivity such as Telkom SSE / SSO or VSAT as part of SANParks WAN into SANParks MPLS / VPNS cloud and how it would fit into the proposed architecture Warranties Please describe warranties on proposed equipment as well as Swop-out and Dead on Arrival Policies. Resources and skills (Annexure G) Provide information on the number, experience and skills of resources that will be used in servicing SANParks for the proposed telephony solutions: a) Solution architects b) Support staff c) Contact Centre staff d) Training Staff 2.2 Contact Centre Architecture a) Please provide a short description of the Communications Architecture required for your solution assuming three sites using a single shared Contact Centre. Also note that the Contact Centre should allow for multiple channels, viz-a-vie: a. General Reservations, 18 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions b. c. d. e. f. g. h. i. j. k. Wild Card Sales, Travel Trade Reservations, Donor Reservations, Official Reservations, Staff Reservations, Pensioner Reservations, Partner Reservations, VIP Reservations, General Enquiries about facilities, and Wild Card Enquiries. Please support the description with a simple illustration. Describe this for both scenarios: i. On-Premise solution ii. Public Hosted (Cloud) Solution b) Please provide information on the following: a. Minimum hardware Requirements i. PBX ii. Management software iii. Call recording iv. User PCs if integrated with PC and no desk phone b. Server Maintenance Requirements c. Licensing model d. Different modules available e. Interactive Voice Response (IVR) f. The different PBX systems your solution can integrate with g. The different CRM systems your solution can integrate with 19 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Functionality (Annexure G) Please indicate your Solution’s ability to deliver on the following functionality: a) Overall a. Run on existing SANParks Local Area Networks b. Extend to other physical sites where contact centre agents may also reside c. Extend to external travel agents systems if their own systems are also IP enabled b) Technology a. Make and accept calls to VOIP, Digital and Analogue Phones b. Is a Desk Phone required for a Contact Centre Agent or can it be a virtual application on a PC? c. Ease of addition of extensions and agents c) General a. Recording of all calls (inbound/outbound) for Quality Control, Training, Complaints i. Desktop retrieval of calls ii. Encryption (to be used in a court of law) iii. Non-editable recording files b. Call Forwarding and Messaging (Event based messaging e.g. new call, transferring, on hold, etc.) c. Ability to integrate Caller History into Client history in CRM systems d. Call assessments (inbound/outbound) e. Conference Calling (including Supervisor into Call) f. Auto Replies on Emails / Messages left e.g. Response will take 2 days g. Auto generated client support log number for any type of support (e.g. Email, Web Query, Call, etc.) h. Client Type Specific Messaging – Rules set up for type of client that will auto-generate the appropriate messages i. Dialler Integration with CRM systems j. Encryption of any client data d) Inbound a. Telephonic and Emails received management 20 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions b. IVR functionality i. Caller ID / Recognition ii. Call Scripting e.g. for ID verification (Client Specific) iii. Automated Security Checking if required (e.g. Card Number, ID, etc.) iv. IVR Messages (On Hold, System down and Call Centre closed messages) v. Effective Call Routing c. Ability to vary On Hold Messages based on Client Type/Client interests d. Skills based routing e) Outbound a. Telephonic and Email Campaign Management b. Setting up and assigning Agents to Outbound Campaigns c. Advanced scheduling of Agent Groupings for Outbound Campaigns (Predefined groupings) d. Call classifications – Classify outbound calls based on query resolution e. Setup Callback on outbound calls (Ensure dropped calls not lost) f. Automated system attachment management based on client response (document control flows) f) Tools a. Agent Desktop i. Dashboard (view on performance indicators, e.g. Contact Centre, Agent, Agent Group) ii. Queue information iii. Access to relevant information (e.g. FAQ, Troubleshooting documents) iv. Agent Status changes (e.g. Not ready, Lunch, Tea, wrapping up, etc.) b. Management Desktop i. Dashboard (view on performance indicators, e.g. Contact Centre, Agent, Agent Group) ii. Queue information iii. Access to relevant information (e.g. FAQ, Troubleshooting documents) iv. Agent Status changes (e.g. Not ready, Lunch, Tea, wrapping up, etc.) g) Workforce Management 21 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions a. Work Flow Management (e.g. Email Queries routing, Response tracking, Support handover and follow up management , SLA response and resolution time) b. Assign skills per Agent (e.g. Customer Complaints) c. Set KPIs (e.g. Service Level Targets) d. Temporary assigning of roles e.g. 2IC e. Support Escalation f. Resolution Breach g. Workforce management tool – Enable forecasting, scheduling and trend analysis on call volumes vs. adherence/ agent availability h. Flagging system – Ability to flag non adherence to an agent or supervisor i. Call Quality Tracking (Call intrusion for Quality control) j. Contact Centre Staff Quality Tracking and Call QA Assessments (Eavesdropping) h) Reporting a. Report tool used for generating own reports (e.g. SSRS, Crystal, etc.) b. Reporting on - Caller identification, customer type, query type, caller frequency , customer historical engagement (type of engagement e.g. Email, Phone, Social Media, Fax, Web, etc.) c. Inbound and Outbound Call statistics – please list standard reports available d. Enable and Incentivising cross/upselling based on the information provided e. Number of leads a consultant has penetrated for outbound calls i) Additional Considerations a. Additional option for Chat integration to SANParks Website, and management of chat response. Service Levels (Annexure G) The following minimum service levels are required: a) Severity 1 Incident Where problems on the solution impacts on business to the extent where no agents anywhere can perform inbound or outbound calls and/or call recording facility is not operational 22 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Immediate response MTTR of 2 hours b) Severity 2 Incident Where problems on the solution impacts on business to the extent where a certain contact centre is without access to the contact centre solution. Immediate response MTTR of 4 hours c) Severity 3 Incident Where some agents at a site are without access to the contact centre solution. Immediate response MTTR of 2 days d) Delivery of new Instruments when ordered 3 days e) Swop out of faulty Instruments Immediate response MTTR of 2 days f) Voice Quality on VoIP over LAN and WAN Provide analogue phone quality Describe how your VoIP based Contact Centre Solution telephony solution will ensure Analogue telephony quality on IP LANs and WANs. State if any software is used State what the bandwidth requirement is per call 23 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions State the minimum bandwidth requirement per Internet Access technology type for the following scenarios: o 8 Simultaneous external calls o 15 Simultaneous external calls o 30 Simultaneous external calls o 60 Simultaneous external calls o 90 Simultaneous external calls Warranties Please describe warranties on proposed equipment as well as Swop-out and Dead on Arrival Policies. Resources and skills (Annexure G) Provide information on the number, experience and skills of resources that will be used in servicing SANParks for the proposed telephony solutions: a) Solution architects b) Support staff c) Contact Centre staff d) Training Staff 24 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Annexure A: Abbreviations Abbreviation ADSL Apps B-BBEE BRI CRM HQ ICT IP ITIL® IVR LAN MPLS MTTR PBX PoE PRI RFP SANParks SCM SIP SLA SQL SSE SSO SSRS UTP Description Asymmetric Digital Subscriber Line Applications (typically installed on smart phones and tablets) Broad-based Black Economic Empowerment Basic Rate Interface – Allows up to 4 external simultaneous calls Customer Relations Management Head Quarters Information and Communications Technology Internet Protocol Information Technology Infrastructure Library Interactive Voice Response Local Area Network Multi-Protocol Label Switching Mean Time to Repair / Resolve Private Branch Exchange Power over Ethernet Primary Rate Interface – Allows up to 30 external simultaneous calls Request for Proposal South African National Parks Supply Chain Management Session Initiated Protocol Service Level Agreement Structured Query Language Space Stream Express Space Stream Office SQL Structured Reporting Services Unshielded Twisted Pair Cabling 25 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Abbreviation VoIP VPN VSAT WAN WAP Description Voice over IP Virtual Private Network Very Small Aperture Terminal – Based on geo-stationary Satellite communication Wide Area Network Wireless Access Point 26 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Annexure B: Sites Ref 1 Site Name Addo Elephant Camp Site Address 15kms North from Addo Town, on route R335, GPS Coordinates Site Size – Number of simultaneous calls -33.444016, 25.745795 15 -34.828098, 20.009687 4 -28.593231, 20.337785 8 Addo 2 Agulhas Admin Offices Agulhas Light House, 214 Main Road, Agulhas 3 Augrabies Route 359, Augrabies, 40km's from Kakamas, Northern Cape 4 Berg-en-dal Camp Kruger National Park -25.426821, 31.450399 4 5 Bloukrans 33.6km East from Plettenberg Bay on N2, -33.948129, 23.627932 8 Take R102 turn off North, 400m down road, Plettenberg Bay 27 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref 6 Site Name Bontebok Lang Elsies kraal Site Address 3.9km East on N2 from R60 Turn off, Swellendam, GPS Coordinates Site Size – Number of simultaneous calls -34.059446, 20.430751 4 -32.220074, 24.53993 4 -34.060873, 18.422619 4 -33.900843, 18.641988 4 -25.30702, 31.032144 2 -25.358727, 31.89268 4 Turn Right into Park, follow the signs 7 Camdeboo 2.9km North on N9 towards Middelburg, Graaff-Reinet, 6280 8 Cape Research Centre (CRC), Tokai (Bosdorp) Tokai Forest, Tokai Road, Tokai 9 Cape Technical Offices (Bellville) 2nd Floor, W Louw Building, 7 Old Paarl Road, Bellville 10 Casterbridge (Fund Raising) Casterbridge Lifestyle Centre, Corner of R40 and R538, North of White River, Mpumalanga 11 Crocodile Bridge Camp & Gate Kruger National Park 28 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref 12 Site Name Diepwalle Site Address 15.6km North on R339, turn Right, GPS Coordinates Site Size – Number of simultaneous calls -33.948513, 23.157265 2 -33.890278, 22.875262 2 -28.503623, 28.584002 15 -28.505376, 28.60948 15 -34.035546, 23.051146 4 continue 1.5km, Diepwalle Forestry Station, Knysna 13 Farleigh 4.4km East on N2 from Sedgefield, Turn North on Ruigtevlei Karatara Road, continue for 22.4km to Farleigh Forestry Station, Karatara 14 Gladstone Admin Offices (GGNP) 17km East on R712, Golden Gate National Park, Clarens 15 Golden Gate Hotel (Brandwag) (GGNP) 19.7km East on R712, Golden Gate National Park, Clarens 16 GRNP Conservation (Knysna) Royal Hotel 19 Queen Street, cnr of Main Road, Knysna 29 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref 17 Site Name GRNP Offices (Thesen Island, Knysna) Site Address Thesen Island jetty, Long Street, GPS Coordinates Site Size – Number of simultaneous calls -34.049377, 23.047082 15 -34.04723, 23.230698 2 -25.765880, 28.204662 90 -32.330386, 22.500021 4 -26.473884, 20.613171 8 -28.772122, 24.751071 8 Knysna 18 Harkerville 12.8km East from Knysna on N2, Take turn off South, 1km down Road, Knysna 19 Head Office 643 Leyds Street Muckleneuk Pretoria 20 Karoo 4.7km South on N1 from Beaufort West (cnr N1 and Voortrekker), turn west into Park Beaufort West 21 Kgalagadi - Twee Rivieren Kgalagadi National Park, 252km's North on R360 from Upington 22 Kimberley Veterinary Services 55 Memorial Road (N12), South en route Cape Town, Kimberley 30 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref 23 Site Name Kloofnek Site Address 6 Signal Hill Road, Kloofnek, GPS Coordinates Site Size – Number of simultaneous calls -33.941090, 18.394729 15 Cape Town 24 Kruger Gate Kruger National Park -24.981091, 31.485187 2 25 Letaba Camp Kruger National Park -23.853917, 31.574675 8 26 Lower Sabie Camp Kruger National Park -25.119122, 31.916093 8 27 Malelane Gate Kruger National Park -25.462218, 31.532303 2 28 Mapungubwe 67km West on R572 from Musina, -22.243332, 29.400471 8 -24.53091, 27.49769 4 -29.038565, 24.503524 4 Limpopo 29 Marakele Gate 12,4km Northeast on R510 from Thabazimbi, on left, Thabazimbi 30 Mokala Lilydale Turn West at Jacobsdal (R705) turn off, 10.6km to Entrance Gate, Modder Rivier 31 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref 31 Site Name Mokala Mosu Lodge Site Address 18.8km South on N12 from Jacobsdal (R705) turn off, GPS Coordinates Site Size – Number of simultaneous calls -29.172543, 24.350134 8 Turn West, 9.9km on right is Entrance Gate, Modder Rivier 32 Mopani Camp reception Kruger National Park -23.521813, 31.398641 8 33 Mount Pleasant Rhodes Memorial, -33.962387, 18.453314 8 -32.223711, 25.479569 4 2 kms south of UCT, Cape Town 34 Mountain Zebra 4.2km West on N10/R6, 1, 5.5km West on R61, 13.7km Southwest into Park, on left, Cradock 35 Numbi Gate Kruger National Park -25.155065, 31.19788 2 36 Olifants Camp Kruger National Park -24.005258, 31.740124 8 37 Orpen Camp Kruger National Park -24.475925, 31.390885 8 32 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref Site Name Site Address GPS Coordinates Site Size – Number of simultaneous calls 38 Phabeni Gate Kruger National Park -25.024738, 31.241258 2 39 Phalaborwa Gate Kruger National Park -23.945596, 31.16582 15 40 Punda Maria Camp Kruger National Park -22.691638, 31.016086 4 41 Punda Maria Gate Kruger National Park -22.73724, 31.010789 2 42 Richtersveld Sendelingsdrift, -28.123736, 16.891045 4 -33.989621, 22.718579 4 border of the Northern Cape and Namibia, at Ferry crossing onto D276 in Namibia, Sendelingsdrift 43 Rondevlei 6.9km West on N2 from Sedgefield, Turn North on Swartvlei Road, continue for 2.7km, Turn North for 1.1km, Sedgefield 44 Satara Camp Kruger National Park -24.393019, 31.779848 8 45 Shingwedzi Camp Kruger National Park -23.108169, 31.435624 8 33 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref Site Name Site Address GPS Coordinates Site Size – Number of simultaneous calls 46 Skukuza Camp Kruger National Park -24.99597, 31.596564 60 47 Stormsriver Village 107 Darnell Street, -33.974395, 23.888159 4 -34.059522, 18.416503 30 -33.921092, 18.421685 8 -34.022955, 23.89699 4 -34.01095, 23.86961 8 Stormsrivier 48 TMNP Tokai Manor Tokai Forest, Tokai Road, Tokai 49 Travel Trade 15th Floor, Pinnacle Building, 2 Burg Street, Cape Town 50 Tsitsikamma Camp 6.3 km West on N2 from Stormsrivier, Turn Left towards Tsitsikamma National Park, 6.3 km to Gate, 4km to Camp 51 Tsitsikamma Gate 6.3 km West on N2 from Stormsrivier, Turn Left towards Tsitsikamma National Park, 6.3km to Gate 34 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Ref 52 Site Name West Coast Site Address Cnr Main and Oostewal Street, Langebaan 53 Wilderness Head East on N2 from Wilderness for 2.4km, GPS Coordinates Site Size – Number of simultaneous calls -33.097681, 18.028463 4 -33.99088, 22.60831 8 Left on Dumbelton Road, 1.1km into the park. Wilderness 35 Closest Service Point Address Distance from closest Service Point (kms) Number of Support Staff at Site Response Time (hours) MTTR / Swop out (days) RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Annexure F: Telephony - Track Record Element Cross Reference Ability to retain existing clients Contactable references from Clients that are similar 36 RFP 4/11/1/2/02-13 VoIP Telephony and Contact Centre Solutions Annexure J: Contact Centre - Track Record Element Cross Reference Ability to retain existing clients Contactable references from Clients that are similar 37