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Request for Tender Telephone System Upgrade for Adelaide Shores
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Document Sample
Request for Tender
Telephone System Upgrade
for
Adelaide Shores
Tender No: AS 301:2008-09
Tender open date: 1st August 2009
Closing date: 28th August 2009
Tenders to be delivered to:
Tender & Quotation Box at Adelaide Shores Corporate Office, Military Road, West Beach.
All submissions to be marked “Telephone upgrade / 301 2008-09” and your company name.
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Table of Contents
KEY DEFINED TERMS .................................................................................................................... 3
OVERVIEW....................................................................................................................................... 4
1. SCOPE ............................................................................................................................... 5
2. RESPONSE FORMAT ....................................................................................................... 5
3. TELEPHONY...................................................................................................................... 6
3.1. Current Telephone Systems ............................................................................................... 6
3.2. Topology and Infrastructure................................................................................................ 6
Overview ....................................................................................................................................... 6
3.2.1. Network Structure............................................................................................................... 6
3.3. Required System Features................................................................................................. 7
3.4. Configurations .................................................................................................................... 8
3.5. Contact Centre Implementation.......................................................................................... 9
3.6. Call Accounting................................................................................................................... 9
3.7. Mobility ............................................................................................................................... 9
3.8. Hotel Integration and PMS Interface ................................................................................ 10
3.9. Physical Infrastructure ...................................................................................................... 10
3.10. Lightning Protection.......................................................................................................... 10
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KEY DEFINED TERMS
TERM MEANING OF TERMS and TIMELINES
Adelaide Shores PO Box 69, Glenelg, SA 5045
Military Rd West Beach
Adelaide Shores
Phone (08) 8355 7300
Fax (08) 8235 1849
Adelaide Shores Peter Coles - Tel (08) 8355 7306
Contact Person Email peter.coles@adelaideshores.com.au
Briefing Time and Date 13:00 pm Monday 10th August 2009
Briefing Location Adelaide Shores Corporate Offices, Military Rd, West Beach
Tender opening date 09:00am 1st August 2009
Closing time / date 17:00pm 28th August 2009
The contract is per the standard goods and services contract
agreement issued by the State Government of South Australia.
Contract
Note to Proponents- the contract is in draft form and is subject to
amendment by Adelaide Shores.
Contract Term One off purchase with option for ongoing maintenance agreement.
RFT’s will be evaluated against criteria related to Quality, Cost,
Evaluation Criteria
Management and Sustainability
Proposal The response by a Proponent to this RFT.
Tender box , Adelaide Shores Corporate office, Military Road, West
RFT Lodgement Address
Beach, SA 5024 / PO Box 69, Glenelg, SA 5045
Proposal Markings Adelaide Shores ICT Upgrade Tender AS 301: 2008/09
Validity Period 6 months after the Closing Time
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OVERVIEW
Adelaide Shores operates a 135 hectare tourism and recreation reserve at West Beach, South
Australia.
The precinct offers a range of tourism, sporting and recreation facilities, managed by a mix of
commercial and community service operations:
• Accommodation
• Boat Haven
• Coast Park
• Function Centre
• Golf Park
• Skate and BMX Park
• Sports grounds.
The West Beach Trust (marketed as Adelaide Shores) is a statutory authority created under South
Australia’s West Beach Recreation Reserve Act 1987 to manage the West Beach Recreation
Reserve and its associated facilities.
As part of a major ICT infrastructure upgrade Adelaide Shores requests qualified respondents to
provide submissions for the supply, installation and ongoing support of new telephone systems and
the associated backbone data connections for the following properties and facilities.
• Adelaide Shores Corporate office and Works Depot (ASCS)
• Adelaide Shores Caravan Park complex (ASCP)
• Adelaide Shores Resort complex (ASR)
• Adelaide Shores Golf Park and Pro Shop (ASGP)
• Adelaide Shores Boat Haven (ASBH)
• Café Neptune (ASCN)
Parties relevant to this project are:
Gareth Smith Chief Executive Officer
Under recruitment ICT Manager
Robert Hawke Corporate Services Manager
Peter Coles Asset System Coordinator
Janette Raedel Caravan Resort Facilities Manager
Phil Stevens Resort Manager
John Horder (Mountain Electronic Services) Contracted Communications Professional
David Martin (Netram Pty Ltd) Contracted Computer Systems IT support.
This tender comprises of the follow documents:
• Specification
• Response spreadsheet – Attachment A
• Bid Rules – Attachment B
• Goods and Services Contract (draft) – Attachment C
• Response schedule – Attachment D
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1. SCOPE
This Request for Tender (RFT) is for the supply, installation and ongoing maintenance of the
following telephony components:
1 Supply and installation of a new Telephone System for the ASCS, ASR, ASCP and ASCN.
The supply of telephony services for ASGP and ASBH is outside the current scope of this
tender.
2 Mobility feasibility study for the balance of the West Beach Trust complex.
2. RESPONSE FORMAT
In order to simplify compliance with this RFT, bullet points will be used throughout the document to
highlight required features. These points should be specifically noted in the response. Responses
should clearly follow the intent of this document in order to enable a clear and fair comparison
between proposals. Non conforming bids will be considered on their merits.
A free format spreadsheet listing each required feature will be provided to assist with the response
– refer to Attachment A.
Separate pricing is required for:
• Equipment Costs
• Installation and Programming
• Training (each Adelaide Shores business unit will require separate training)
• Replacement components such as Telephone Handsets
• Ongoing support, a pro forma maintenance package based on the proposed system
should be provided.
The tender response should outline the following key criteria:
• Your understanding of our requirements
• Your solution
• Your approach to the task and methodology
• Relevant experience
• Management systems
• Scheduling of works
• Terms and conditions
• Brief CV of key personnel
Respondents should provide details of company size, structure, presence and history in South
Australia and relationship with the equipment supplier of the proposed telephony solution. Also
refer to Attachment D – Response Schedule.
The successful tenderer will be required to complete the Adelaide Shores Induction, vendor
setup forms and comply with Contractor Requirements (large works). These can be requested
from the Contact Person.
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Parties registering an interest in this RFT are required to attend a site orientation meeting as a
condition of responding to this RFT. Information packages and site specific details will be made
available at this meeting and at no other juncture. Casual attendance to any site for further
information gathering will not be permitted.
Short listed tenders will be afforded an opportunity to make presentation of their proposals
prior to a final decision. The ability to demonstrate the proposed technology and to provide
reference sites is a requirement of the response.
The successful tender will be given an opportunity to fine tune the proposal and to compile a
detailed Scope of Works prior to commencement of installation.
3. TELEPHONY
3.1. Current Telephone Systems
Adelaide Shores currently utilises three Siemens HiCom 150 PABX’s networked across
Corporate Services, Caravan Park and Resort sites.
The Westward Ho clubhouse and Golf Course Pro Shop have separate key systems installed
and maintained under separate agreements by the current lessees of these properties.
Replacement of these systems is outside the scope of this RFT.
The accommodation group systems are networked by IP, (H323 Voice over Internet Protocol,
VOIP), using a single 64KBps Channel of ISDN Telephony to carry voice and control data.
Adelaide Shores uses Telstra as its landline carrier and mobile phones and AAPT for faxes.
Integration of fax services into the common telephone system with the use of Telstra as the
carrier will be permitted.
3.2. Topology and Infrastructure
Overview
Adelaide Shores has recently completed a major upgrade to the structured cabling and ICT
equipment infrastructure across all ASCS, ASCP and ASR properties.
All offices are equipped with 45RU racks with space allocated for telephony equipment.
Appropriately scaled Online UPS supplies and tie cables to local building Distributors are
installed.
All data cabling is either CAT5e or CAT6 with sufficient points allocated to enable separate
patching of voice and data services to each workstation if required. Dlink Gigabit, non POE,
programmable switches is currently located at each office.
A minimum of 12 cores of single mode optical fibre has been terminated between the
ASCS, ASCP and ASR with 10 cores currently available as dark fibre to each site.
3.2.1. Network Structure
3.2.1.1. The proposed solution is to use a Campus style of networking structure.
3.2.1.2. The public network junctors will be via a single PRI located at the Corporate
Services Office, initially there will be no Public Network interfaces at the remote
sites. Provision for the DDI range to be supplied to both ASCS and remote site(s)
to allow for Disaster Recovery implementation should be considered in the
proposed design.
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3.2.1.3. All management, programming and reporting will be centralised at the Corporate
Services Node.
3.2.1.4. It is anticipated that IP Trunking will be used to provide the links to remote
equipment nodes.
3.2.1.5. The maximum permitted number of System Nodes and total users must be listed.
3.2.1.6. The network architecture should be non blocking to all nodes and users.
3.3. Required System Features
Current generation Call Servers are feature rich and most systems support the basic
features required to implement incoming call flows, user features and supervision.
3.3.1. A simplified list of system features should be attached to the submission.
3.3.2. Features considered unique to the proposed solution or that highlight specific or
unique capabilities of the system should be listed separately.
3.3.3. The system must support Contact Centre functionality, please refer to 3.5 Contact
Centre Implementation.
3.3.4. The system must support Hotel PMS Features specifically for the communication
of room dirty/clean status. Please see Hotel Integration.
3.3.5. The system should interface to the current Adelaide Shores Call Accounting
package PABXSoft preferably via an IP interface.
3.3.6. The system should support Centralised, preferably integrated, Voicemail for all
users. Proposals for unified messaging integration with Microsoft
Exchange/Outlook will be considered and if applicable should be listed as price
variations to the basic Voicemail proposal.
3.3.7. The system must support Mobility by DECT or WiFi. Please see 3.7 Mobility.
3.3.8. All DDI numbers in the range should be available to all extensions at all sites.
3.3.9. The system should support analogue Extensions for functions such as Fax and
EFTPOS at all sites.
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3.4. Configurations
3.4.1 Network Access The current system has a 100 number indial range of 08 8355
7300 to 08 8355 7399 terminating on seven Basic Rate services. This service is to
be transferred to a single 30 Channel Primary Rate service. The system should be
scoped, but not equipped, to allow for addition of a future additional PRI.
3.4.2 Disaster Recovery The proposed systems ability to provide levels of redundancy
and disaster recovery should be itemised. Provision for the DDI range to be supplied
to both ASCS and remote site(s) to allow for Disaster Recovery implementation
should be considered in the proposed design.
3.4.3 Cancellations The current systems have Basic Rate services supplied to the ASCP
and ASR sites. These will not be required and will be cancelled. The intention is to
migrate all Fax and EFTPOS services to Analogue Extentions, the analogue extn
table below reflects this requirement.
3.4.4 Users and Handsets Please feel free to provision to the next logical
license/port number that the proposed system supports.
CURRENT/REQUIRED ASCS ASCP ASR
DIGITAL HANDSETS 20/30 10/16 8/13
ANALOGUE EXTNS 7/4 4/8 0/4
3.4.5 Handset Mix The respondent should feel free to suggest a mix of handset types.
Handset functionality should be primarily ‘Standard Featured’ with ‘Premium
Featured’ being reserved for Receptionist or Attendant locations. ‘Basic Featured’
should be avoided, good system functionality and a common user interface should
be provided across the three sites.
3.4.6 Attendant sets The current configuration supports one receptionist at ASCS. A
screen based console may be proposed for the ASCS site however an additional
standard Attendant handset and DSS should be provisioned.
3.4.7 Voicemail Full voicemail services should be provided for each user with the
voicemail system dimensioned on the basis that voicemail will be utilised by most
users. Automated Attendant and Call Queue and Queue status messaging systems
should be provisioned. Please refer to the Contact Centre Implementation for further
details. Unified Messaging with Microsoft Exchange/Outlook server proposals will be
considered. It is preferred that the voicemail system be integrated with the Call
Server and this system should be centralised.
3.4.8 System Expansion While the current RFT is to provide telephony services to the
ASCS, ASR, ASCP and ASCN locations the system should be readily capable of
expanding to add additional remote sites administered by the West Beach Trust at
any time without significant limitations. The total system network limits should be
itemised in the response.
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3.5. Contact Centre Implementation
The Adelaide Shores operation is an ideal scenario for the implementation of a small
Contact Centre, or Call Centre. This contact centre would have the primary function of
taking reservations for the Caravan Park and Resort with a secondary function of
responding to general enquiries for the group as a whole.
The Adelaide Shores group is in the planning stages of developing a new Corporate
Services Office adjacent to the existing office. In conjunction with this planning it is probable
that a dedicated Contact Centre will be established to centralise all electronic customer
contact.
The seasonal nature of the accommodation businesses at Adelaide Shores dictates that
the load on such a contact centre would be variable on a week by week basis and also
during a 24 hour period. It is also true that the variable nature of the call loads will not
always match dedicated staffing levels. To facilitate this dynamic the contact centre should
be able to be distributed across all three sites such that during peak loads agents can be
logged into the booking groups without the need for them to be permanently located in one
area.
This requirement has the limitation that all agents need access to all properties and
facilities booking systems and that they need full knowledge of all products on offer. The
knowledge limitation can be overcome in a well implemented contact centre by the use of
Skills Based Routing where agents can be assigned skill levels, e.g.; Resort, Caravan
Park, or both. By analysing the incoming call information the system will always route a call
for a particular property to an agent with appropriate knowledge.
As standard with any reasonable contact centre the Supervisor should be able to remotely
log people in and out of groups, monitor the performance of the call centre and run reports
on the efficiency and daily/monthly/annual performance of the contact centre and its
agents.
Tender responses should provide comprehensive information on Contact Centre
functionality such as supervisor packages, wall boards, screen based status messaging,
screen pop facilities, data base linkage, call recording, supervisor intrusion and other
appropriate solutions. Full Queue status Messaging, and call position information messages
should be available. Automated Attendant trees and IVR facilities may be considered in a
final solution and this functionality should be fully described.
3.6. Call Accounting
Adelaide Shores currently uses PABXsoft Premium Multi Site Call accounting. It is intended
to retain this package.
3.7. Mobility
It is the intention to implement a Mobility solution across the whole of the West Beach Trust
administered areas in order to increase common communication for the large mobile staff
and to increase the OHS&W levels.
Initially the respondent should provide a Mobility solution using either DECT or WiFi across
the entire working areas of ASCS, ASCP, ASCN and ASR. Users should be able to move
seamlessly between all four sites however continuity of coverage while in transit is not an
essential requirement. Uniform coverage between ASCP and ASCS and across Military Rd
would be considered a preferred bonus.
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Proposals should take into consideration that the Adelaide Airport Ground Radar is in close
proximity and that this high energy radar operates in the S Band of 2Ghz to 4 Ghz
overlapping the 2.4Ghz 80211 b,g Spread Spectrum bands.
Adelaide Shores has a large cleaning staff (40+) servicing over 200 Rooms at two sites.
These cleaners have no direct interface to the Property Management System allowing them
to indicate the status of a room directly and transparently to Reception. This is a supported
feature of the PMS and it is intended that this integration will be implemented by the use of
a Mobile Telephony system.
After the initial system installation is complete a full feasibility study of implementing a
Mobility solution across the balance of the areas administered by West Beach Trust will be
carried out. The successful tender will be required to contribute technical detail to this
study. An outline of the proposed survey method and associated cost basis is required.
Detail of the proposed mobility solution listing the number of nodes and intended locations
for each site is required.
3.8. Hotel Integration and PMS Interface
As mentioned above Adelaide Shores has a very large cleaning staff (40+) servicing over
200 rooms across two sites. It is a requirement of this upgrade that the proposed system
supports a means of implementing a full PMS interface.
As there are no telephones in the guest rooms the system must have the ability for cleaning
staff to update the status of a room from a Mobile Handset. Responses should detail the
intended operational method.
Specifics of the PMS interface used by Adelaide Shores will be included in the information
package.
3.9. Physical Infrastructure
3.9.1. External Cables
All external Cable plant has been audited, documented and rejuvenated.
Comprehensive information will be available at the site orientation.
3.9.2. Internal Cabling and distribution
All internal Cable plant at all sites has been upgraded and a structured cabling
system to CAT 5e or Cat 6 including Building distributor voice ties.
3.10. Lightning Protection
The location of the Adelaide Shores complex in parkland adjacent the ocean increases the
likelihood of damage due to lightning.
All external copper connections such as telephone services and existing copper LAN
connections should be protected by lightning surge arrestor modules and associated
correct earthing of the distribution frames.
Wherever possible it is recommended that high speed 3 stage protection modules be fitted.
This protection is based on the premise of “good earthing” being established. As the
Adelaide Shores complex is built on a primarily sand base the establishment of an
acceptable earth would need to be investigated and tested for each site.
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All proposals should include the provision of 3 stage surge protection for all copper
telephony services leaving buildings and the associated correct earthing systems. The
successful respondent will be given opportunity to expand lightning protection to any
external copper data services by appropriate means
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