Request for Proposal For Telephone System with Unified Communications Services and Call Center
- This RFP was uploaded by the owner.
We have had several questions from many of you and are sharing responses to all questions in the two attachments via this email.
We are extending the deadline to Tuesday December 28, 2021 by 5 PM. We can’t extend the deadline any further.
We received a question about conducting site walk-throughs to review the IT infrastructure. Because of time constraints, what we have done instead is provide photos of communication closets for almost all of our sites. Please contact us to access.
We have a document containing questions and responses from vendors. Please contact us to access.
A third document contains floor plans for many of our sites. Please contact us to access.
Note that while we recognize that a final design for the systems requested in these RFPs is likely not fully possible due to the complexity of the projects and until La Clinica and the final selected vendor have an opportunity to make final adjustments per site; we are looking for a very good sense of cost for requested services and for the purchase of the requested equipment.
The objective of this RFP is to provide sufficient information for qualified telecommunication companies to submit written proposals for a replacement telephone systems with unified communication services and call center to be installed and implemented for La Clnica. Responses received from this RFP will be reviewed by representatives of La Clnica. The information will be evaluated and a determination made which may result in the selection of the most qualified vendor to provide service to La Clnica.
La Clnica is a large non-profit Community Health Center (CHC) in Northern California with Medical, Dental, and Behavioral Health services at multiple sites in three counties. The organization operates with electronic health records at its multiple clinic sites and continues to
strategically implement systems and healthcare applications that will improve its services to the community. For more information, please visit our website at https://www.laclinica.org/. La Clnica's clinics in three counties - Alameda, Contra Costa, and Solano Counties are licensed by the State of California as community clinics and meet all regulatory requirements of health plans and HIPAA compliance. Improved workflow and systems that increase staff efficiencies and improve patient
experience are a priority for La Clnica. With the current pandemic situation, La Clnica needs to improve telephone access throughout the enterprise for the community to avail of La Clnica's services.
Project Overview: La Clnica has experienced an increasing demand for healthcare services at all sites as well as at the organization level. Patient demand on La Clnica's intake capacity requires improved workflow and systems that increase staff efficiencies and improve patient experience. La Clnica's decentralized phone system where each clinic answers its own calls contributes to a lack of standardized service, oversight and phone call traffic monitoring. La Clnica currently maintains a call center at its Monument location, three small cloud-based call center services focused on Covid operations, and eventually plans to set up a single centralized call center to respond to all patient and other related phone
calls.
Objective: La Clnica's objective is to install and implement an enterprise-wide telephone system with unified communications services, maintain existing call center functions, and to develop a comprehensive
technical and infrastructure solution for advanced telephone system functions including call routing, call management, QOS, and call center capabilities
Scope of Work: Respondents are to address all functional technical requirements of the project as defined. Specifically, the vendor will be responsible for:
1) Information on the current Sites (see Appendix A and B) are included below so that the vendor may determine the telephone system technology capacity, infrastructure and system needs, and proposed
design/configuration requirements for developing La Clnica's telecommunications solution. The assessment and the system build will take into account needs for scalability and anticipated volume of the full telecommunications rollout and provide for expansion to handle the whole organization's needs.
2) Propose hardware, software and other system requirements for the telephone system including modifications, replacement, or additions to the existing infrastructure, which will be necessary for completion of the proposed projected telephone system operations.
3) Provide a diagram of the proposed Telephone System Architecture and for projected scalability.
4) Provide a proposed implementation plan and timeline for installations and upgrades over the period of this project.
5) Provide a complete quotation for all equipment and services.
Project Timeline: Requirements of this project scope will be completed before the end of March 2023.
Telephone System with Unified Communications Services Functionality and call center systems replacement: The RFP is to address the technical telephone system with unified communication service
infrastructure requirements for La Clnica to operate with the appropriate hardware, software and other systems that can handle expanded capacity in the future.
