RFP 231-24 Phone System

Background
The Massachusetts Bay Transportation Authority (MBTA) is a corporate and political subdivision of the Commonwealth of Massachusetts, established under Mass. Gen. Laws, ch 161A. The MBTA is seeking proposals to replace its current Centrex and Avaya phone systems with a new state-of-the-art solution that provides communication and collaboration support. The goal is to ensure high availability, scalability, reliability, and continuity of operations during normal hours and in disaster scenarios.

Work Details
The scope of work includes:
- Hardware: All necessary components for implementation including servers, appliances, and handsets.
- Software: Latest stable releases with all patches and updates included.
- Licensing: Preference for concurrent use licensing.
- Programming & Configuration: Complete implementation services including planning, management, staging, configuration, installation, testing, and shutdown of the old system.
- Transition Services: Migration from existing systems to the new system including call center programming and maintaining current dialing plans.
- Support Services: 24/7 access to support with options for after-hours costs, warranties, service contracts for one year post-installation with options for extensions.
- Training: Technical training for staff and end-user training materials provided in printed or video format.
- Compliance: The solution must be compliant with Kari’s Law and Ray Baum’s Act. It should also include features like voicemail to email, IVR solutions, call recording solutions, call center reporting capabilities, SIP clients for Windows and mobile devices.

Period of Performance
The installation must be completed within 24 months from the signing of the contract. The overall vendor agreement will last five years with options for two additional two-year extensions.

Place of Performance
The contract will be performed across various MBTA locations throughout Massachusetts including core Boston Metro areas and remote repair shops.