Contact Center Technology Replacement Project
   

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Contact Center Technology Replacement Project
Sacramento Municipal Utility District
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Posted On:  20 Jan 2022
Open for bidding on:  20 Jan 2022
Response Deadline:  31 Mar 2022 11:59 PM PDT
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Opportunity Amount: $1M to $5M USD
Contract Length: 60 months
Response Deadline: 31 Mar 2022 11:59 PM PDT
(Closed for response)
Award Date: 1 Jul 2022
Posting ID: 12153333(Doc3320756046)
Posting Type: Request for Information
Public Posting: http://discovery.ariba.com/rfx/12153333
Product and Service Categories 
  • Contact center software
  • Information technology consultation services
Ship-to or Service Locations
Posting Summary
DOCUMENTS FOR THIS REQUEST FOR QUALIFICATIONS (RFQ) WILL BE AVAILABLE ONCE THE SOLICITATION IS LIVE ON JANUARY 25, 2022.  

Please click ‘Respond to Posting’ and follow instructions to login and register. This will provide access to the documents. If you click respond to posting before the Live on Date you will receive an error message.


The Sacramento Municipal Utility District (SMUD) is soliciting fixed price proposals to replace SMUD’s Avaya Aura Contact Center platform. This is intended to be for a five-year term with the option to extend for up to five additional one-year periods thereafter.   

This RFQ is intended to provide a high-level overview of the project. This solicitation will be conducted in a two-step process: 1) Proposer must be qualified through this RFQ process, and 2) Follow-on Request For Proposal (RFP) documents will be provided thereafter and will contain further detailed information.  

In order to qualify to receive the RFP documents, the Mandatory Requirements and Confidentiality and Non-Disclosure Agreement (“CNDA”) must be met, signed, and submitted via email to Dejona.Lopez@smud.org. No exceptions to the terms of the CNDA will be allowed.

Questions & Answers
To Dejona and SMUD Team,

We would like to point out that the FedRamp requirement of this SMUD CX RFP provides a couple items of potential concerns/ conflicts  for SMUD:
1) likely Price Lifts of up to 30% to adhere to FedRamp requirements, particularly US based 24x7 support)
2) potential restrictions/limitations with 3rd party application integrations including to the Avaya AEP and WFO.

We would like to request a discussion with the SMUD Security Team to explore how to address SMUD security concerns without the FedRamp requirement.

Can that discussion occur or can the SMUD objectives with FedRamp be elaborated here please?
Thank you.
Matt

Matt McCarthy
National Account Manager
ConvergeOne
by Seller·3 months ago
Good morning Matt,

After speaking with our Cybersecurity team, it has been determined that we cannot deviate or make exceptions from Mandatory Requirement 6.9.1.10 as this a part of SMUD’s policy and security requirements. For SaaS solutions involving SMUD Sensitive and Confidential Information (SCI), Cybersecurity’s requirement is that the solution be hosted in a certified Government Cloud (i.e. FedRAMP Authorized environment, Amazon Web Services (AWS) GovCloud). Any deviation from these requirements significantly increases the risk of a loss of confidentiality, integrity, or availability of the information and solution. I regret to have to inform you of this, but hope you understand. Please let me know if you have any further questions and have a great day!


Thank you,
Dejona Lopez
Sr. Procurement Specialist
by Sacramento Municipal Utility District·3 months ago
Good Afternoon, my legal team is wondering if you have a version of your NDA that is more mutual in nature so that both parties confidential information is protected.  Do you have one or is this the only version of an NDA that you have?  Thank you.
by Seller·4 months ago
Good Afternoon,

As stated on the cover page of the RFQ, no exceptions to the CNDA will be allowed, and it will need to be signed as is. Please keep in mind that this is only for the solicitation and a Mutual CNDA can be included in your contract should your company be deemed the highest ranked proposer and overall winner of the contract with SMUD. Additionally, you also have the option to mark each page of your proposal as confidential and proprietary, which would allow it to not be discoverable during a Public Records Act request. Please let me know if you have any further questions.


Thank you,
Dejona Lopez
by Sacramento Municipal Utility District·4 months ago
We understand that we need to complete the initial prerequisite document and sign the CNDA in order to receive additional documents and to respond to the RFQ, however the website says the due date is 3/31/22, which we're assuming is for the full response.  What is the due date for the prerequisite document and signed CNDA?
by Seller·4 months ago
Good morning,

You will need you to complete, sign, and send me via email the RFQ document that contains all responses to the Mandatory Requirements as well as the CNDA. Once I receive that document, I will be able to provide you with a copy of the RFP in its entirety. The sooner you do this the better, as you will have access to all the information in the RFP, which includes information pertaining to the upcoming pre-bid meetings. Only RFP proposals should be submitted in Ariba prior to the due date of March 31st. RFQ responses should be sent directly to me via email at xxxxxx.xxxxx@xxxx.xxx. Please let me know if you have any further questions.


Thank you,
Dejona Lopez
Sr. Procurement Specialist
by Sacramento Municipal Utility District·4 months ago
Posting:  Infrastructure Improvement Inc is a SMUD SEED certified subcontractor that can deliver engineered submittals, materials testing and surveying services for this technology replacement contract.  www.InfrastructureImprovement.com    1-916-747-694
by Seller·4 months ago
Dear Team,

I would like to be a part of the discussion. Please let me know.

Regards,
Jerein
by Seller·4 months ago
Good Afternoon,

The RFP for the Contact Center Technology Replacement Project is now live on Ariba. Please click on 'Respond to Posting' and then login to/register for an Ariba Discovery account in order to be able to access the documentation. Feel free to let me know if you have any additional questions.


Thanks,
Dejona Lopez
Sr. Procurement Specialist
by Sacramento Municipal Utility District·4 months ago
I may be missing something but I don't see any attachments as part of this RFP, have they not been posted yet?
by Seller·4 months ago
Good Afternoon,

The RFP for the Contact Center Technology Replacement Project is now live on Ariba. Please click on 'Respond to Posting' and then login to/register for an Ariba Discovery account in order to be able to access the documentation. Feel free to let me know if you have any additional questions.


Thanks,
Dejona Lopez
Sr. Procurement Specialist
by Sacramento Municipal Utility District·4 months ago
Hello,
I hope you are doing well. I am interested in receiving the CNDA forms and additional information so that Zeva Incorporated may have the opportunity to receive and bid on the RFQ.
I appreciate your time in advance and look forward to working with you soon,

Best Regards,
Sam Shihadeh
Director- Inside Sales and Account Management
Zeva Incorporated
www.zevainc.com
by Seller·4 months ago
Good Afternoon,

The RFP for the Contact Center Technology Replacement Project is now live on Ariba. Please click on 'Respond to Posting' and then login to/register for an Ariba Discovery account in order to be able to access the documentation. Feel free to let me know if you have any additional questions.


Thanks,
Dejona Lopez
Sr. Procurement Specialist
by Sacramento Municipal Utility District·4 months ago
Hi Dejona, the Respond to posting button is getting an error.  Please let us know how we can access the information.  Thank You.
by Seller·4 months ago
Good Afternoon,

The RFP for the Contact Center Technology Replacement Project is now live on Ariba. Please click on 'Respond to Posting' and then login to/register for an Ariba Discovery account in order to be able to access the documentation. Feel free to let me know if you have any additional questions.


Thanks,
Dejona Lopez
Sr. Procurement Specialist
by Sacramento Municipal Utility District·4 months ago