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					                 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
              Release 7;

   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
       Proceed.”

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
      have?

       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
       Project.

   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
      dialer.

       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
       calls.

   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
       need arises.

   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
   dialer only?

   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
   Project.

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
       minimum specifications:

             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
                                           Parallel port
             Front    I/O    ports     &   2 x USB 2.0, headphone and microphone
             connectors
             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

				
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