Unified Communication as a Service (UCaaS) Cloud-based Telephone Solution

Background
The Howard County Public School System (HCPSS) is interested in gathering information from vendors regarding a Cloud-based VoIP phone system. HCPSS currently utilizes a VoIP system with 1,500 full users and 8,500 physical phones, featuring a combination of Direct Inward Dialing (DIDs) and central extensions.

The system supports standard features such as an IT Help Desk Contact Center, multiple auto-attendants, hunt groups, voicemail, call forwarding, and transfers. Connectivity is provided by redundant 40Gbps Internet circuits unless dedicated circuits are required by the vendor. HCPSS operates across 78 schools and several administrative buildings, primarily using Yealink phone models T21P, T31, T46S, T42S, and T40G.

Work Details
The contract will require the provision of a next-generation VoIP phone system with the following core features:
- Reuse of existing Yealink physical phones
- Windows software client
- Smartphone client for iPhone and Android
- Virtual fax capabilities
- E911 with text and email notifications
- Pinpoint 911 locator
- Voicemail with transcription to email
- Multi-line hunt groups
- Call pickup groups
- Auto-attendant functionality
- Phone trees
- Short codes for classroom communication
- Small Help Desk Contact Center
- Shared phones without DIDs or voicemail for common areas
- DID reservations/holds for approximately 8,000 numbers
- Analog connections for physical fax machines and other devices
- Unlimited US calling with options to block or allow international calling by device/user/extension.

Additional requirements include administrative features like reporting capabilities on users and calls, password resets, user additions, analytics, and a high uptime SLA greater than 99.99%. The vendor must also provide implementation details including resetting or reconfiguring physical phones, onboarding assistance, estimated deployment timeline, project management resources, and pricing models including licensing options per user/device and setup fees.

Period of Performance
The solicitation was issued on January 7, 2026. The submission deadline is January 28, 2026.

Place of Performance
The services will be performed at various locations within Howard County Public School System across 78 schools and several administrative buildings.

Bidder Requirements
Vendors must provide identifying information including the legal names of parent companies and prime contractors. They should demonstrate qualifications and experience in providing similar services to other school systems or businesses. Additionally, vendors must outline their methodology and approach to fulfilling the requirements outlined in the solicitation.