PASEGURUHAN NG MGA NAGLILINGKOD SA PAMAHALAAN
(GOVERNMENT SERVICE INSURANCE SYSTEM)
Financial Center, Pasay City, Metro Manila 1308
GSIS BIDS AND AWARDS COMMITTEE
SUPPLY, DELIVERY AND IMPLEMENTATION OF A UNIFIED COMMUNICATION SOLUTION
Bid Bulletin # 1
January 14, 2011
This bid bulletin #1 is issued to modify or amend items in the Invitation to Apply for Eligibility and
to Bid for the SUPPLY, DELIVERY AND IMPLEMENTATION OF A UNIFIED COMMUNICATION
SOLUTION. This shall form an integral part of the Bid Documents.
1. In Section I of the Background under the Terms of Reference:
“The following are the components of this project:
1. A Unified communication solution inclusive of software licenses, hardware,
operating system, database licenses, headsets and implementation services. The
solution will integrate with the existing Avaya S8710 currently running on
Communication Manager version 4 and ALCATEL OMNI PCX running on Enterprise
2. In Section III Scope under the Terms of Reference:
“2. To integrate the solution to the following systems of GSIS:
Avaya S8710 running on Communication Manager version 4 and ALCATEL OMNI
PCX running on Enterprise Release 7;
Transaction Monitoring System (TMS) which runs on windows platform
Electronic Granting & Remittance Module (EGRM) which runs on windows platform
All CRQs of GSIS members and pensioners will be logged in the TMS system of GSIS.
The Vendor must develop an interface program with TMS to extract and view the
CRQ, and to write or update a new or related CRQ. For the EGRM, only data
extraction is required. “
3. In Section IV System Requirements, for item number 4 of Chat Facility in A. Software:
“ Chat Facility
Mandatory to have a Chat facility using Web chat and an optional chatting
facility using MSN Messenger, Yahoo messenger, AOL or ICQ Instant Messenger”
4. In Section X Payment Terms, the payment terms will be retained as follows:
X. Terms of Payment
30 % - upon submission of project plan & complete delivery of the hardware
70% - upon issuance of certificate of completion and acceptance
5. In Section IX Duration, please update as follows:
“This project must be delivered within 90 days starting from the receipt of the Notice to
The following are the answers to the clarifications requested by prospective bidders:
1. Can you provide us the integration requirement for the existing Avaya S8710 currently
running on Communication Manager version 4 and Alcatel System?
The existing Alcatel OMNI PCX running on Enterprise Release 7 facility of GSIS handles
the domestic toll-free calls from the GSIS members and pensioners. For this project, we
envisioned to use Alcatel so that calls outside Metro Manila can be forwarded to the
Telephony project while local calls will be forwarded by the Avaya facility.
2. Are we allowed to use the existing PBX and trunks? If yes, how many existing trunks do you
Yes, you may use the existing PBX and trunks. The Avaya S8710 currently has six (6) E-1
trunks. The GSIS may invest on additional E-1 lines to complement the requirement of this
3. Page 56 under Interactive Voice Response Systems. There is an outbound requirement
mentioned above, is this typographical error? The outbound calls are basic features of
The inbound/outbound is a functionality required from the IVR System. For the outbound
functionality, the GSIS may do automated outbound calls such as to remind pensioners to
renew their active status, etc.
4. Can you consider 100 calls Inbound at any given time instead? The 40 agents (30 agents and
10 chat, email) requirements plus 60 calls (calls to be directed to database) would be
sufficient. 200 inbound calls at any given time would equate to a bigger infrastructure and
would be very costly.
As stated in the TOR, the minimum requirement is a capacity for 200 inbound/outbound
5. Call Center Management Portal and Reporting Workforce Management. Regarding the
generation of reports, this is usually handled by supervisors. Out of the 30 agents, how
many supervisors will generate these reports?
We would like to clarify that the requirement is for 40 concurrent agents. The Vendor
should allocate at least four (4) supervisor licenses, based on 1 is to 10 industry standard
ratio, which is already included in the 40 concurrent licenses requirement of the project.
It must also be considered that the supervisors may also perform agents’ functions as the
6. Page 55 Under automatic Outbound Dialer. Does this Outbound Dialer feature required on
day one or system must support the function in the future only?
The TOR clearly states that the automatic outbound dialer is a feature that must be
included in the solution with the following minimum features:
Automatic Outbound Dialer
Outbound dialer with manual, automated, preview and predictive dialing modes
Agent call back scheduling
Facility to play voice recordings while on call
7. If you need this Outbound Dialer in day one, can we propose a preview and progressive
As stated in the TOR, the Outbound dialer functionality, at a minimum, must have a
manual, automated, preview and predictive dialing modes.
8. How do you intend to play voice recording while on call. Please expound.
The voice recording will be played automatically while on call. This is similar to our reply
on item number 3 where GSIS can have a pre-recorded message to remind pensioners to
renew their active status.
9. Under item 3 1 unit scanner with ADF. How will ADF fit in the contact center solution? Is
this stand alone?
The GSIS receives concerns, request and queries (CRQ) via email and regular mail from the
GSIS members and pensioners. Since the objective of the Telephony project is to track all
CRQs, we envisioned to scan these mails to be included in the list of email concerns to be
tracked by the Project.
10. Can we request for additional 1 week extension on the submission of Bid? This is to give us
time to incorporate the additional information (bid bulletin) that you will give us as a
result of these queries.
We regret to inform you that we cannot grant your request for an extension since no other
bidder have requested the same.
11. What’s the function of the ALCATEL on this RFP?
The existing Alcatel facility of GSIS handles the domestic toll-free calls of the GSIS
members and pensioners. For this project, we envisioned to use this existing facility so
that calls outside Metro Manila can be forwarded to the Telephony project.
12. Is there a call coming from ALCATEL and terminate to the AVAYA agents?
As explained in item number 1, calls from Alcatel can be forwarded to the Telephony
13. Are the 40 desktops included in our bids?
In Section I under Background of the TOR, the requirement is the supply, delivery,
customization and implementation of the Unified Communication Solution inclusive of
software and hardware to run the solution and excludes other components of the project
such as 40 units desktops, E1 lines, etc. This was also explained during the pre-bid
conference last 10 January 2011.
14. Are the 40 desktop specs already considered for softphone agents users?
The 40 desktops specification already considers the softphone of the agents. However, if
there are other requirements specific to run the Vendor’s solution such as additional
interface cards, etc. this must be bundled in the solution.
The GSIS already has allocated branded desktop units for this project with the following
Form Factor Small footprint Desktop
Processor Intel Pentium Core 2 Duo E6550 2.33 GHZ
processor; Windows Vista compatible
Cache 4MB L2 cache memory; 1333 Mhz FSB
Chipset Intel Q4 Series Express chipset
Memory 1 x 2 GB DDR2-800 SDRAM
Hard Disk Drive 160GB 7200 rpm serial ATA
Optical Media DVD-RW Dual Layer
Memory Slots 4 DIMMS
Graphics Integrated Intel Graphics Media Accelarator 3100
Display 16 “ LCD Monitor
Communications 100/1000 Mbps Ethernet Network Connection
Rear I/O ports & 4 x USB 2.0, 2 x PS/2 or USB 2.0
connectors 1 x RJ-45, 1 x VGA, audio in/out, 1 x DVI-D; 1 x
Front I/O ports & 2 x USB 2.0, headphone and microphone
Input Device USB keyboard; USB optical scroll mouse
Operating System MS Vista License but downgraded to Microsoft
Windows XP Pro (Pre-installed)
Warranty 3 years on Parts, Labor and On-site Repair
Manufacturer Reputable manufacturer from Europe, US and
Japan such as but not limited to Dell, Fujitsu, HP,
Acer and IBM/Lenovo
15. Will the softphone agent users use SIP or H323?
As stated in the TOR, the Vendor’s solution should provide both SIP and H323 (VOIP)
protocols to cater to future integration requirements. The protocol to implement will be
recommended by the Vendor after the Requirement Gathering phase based on what will
best fit the requirements of GSIS.
16. How many are cc agent supervisors
The Vendor should allocate at least four (4) supervisor licenses, based on 1 is to 10
industry standard ratio, which is already included in the 40 concurrent license requirement
of the project. It must also be considered that the supervisors may also perform agents’
functions as the need arises.
For guidance and information of all concerned.
MA. L.S. CONCEPCION J. HERNANDEZ
Vice President, Treasury Office and
Vice-Chairman, GSIS Bids and Awards Committee