DIRECTOR, NETWORK OPERATIONS, SR. MANAGER (UCCE VOICE)

DIRECTOR, NETWORK OPERATIONS, SR. MANAGER (UCCE VOICE)

1. PURPOSE

The Department of Highway Safety and Motor Vehicles' ( "Department" or "FLHSMV"), Division of Information Systems Administration (ISA) is seeking qualified contractors to provide consulting services to augment and/or collaborate with, the Department's Division of Information System Administration (ISA) on an as-needed basis, for ongoing enhancements and support to the Cisco Unified Contact Center Enterprise (UCCE) Voice environment.

The contractor will work with the Department's Telecommunication staff and provide ongoing enhancements and support for the Department's Customer Service Call Center in Tallahassee, Kissimmee, and Winter Haven, Florida.

The Department may select multiple candidates through the RFQ process. The Department intends to issue a MyFloridaMarketPlace (MFMP) purchase order (hereinafter referred to as "PO" or "Contract") under the Florida Department of Management Services (DMS) State Term Contract (STC) No. 80101507-23-STC- ITSA, Information Technology Staff Augmentation.

Services required under this Contract shall be provided in accordance with the terms and conditions set forth in this RFQ and State Term Contract No. 80101507-23- STC- ITSA.
Pursuant to subsection 287.056(2), F. S., the purpose of this Request for Quote (RFQ) is to determine whether a price, term, or condition more favorable to the Department than that provided in the State Term Contract (STC), is available.

The following attachments and exhibits and incorporated herein as part of this RFQ:

Attachment A - Contract Resource Qualifications Attachment B - Candidate Reference Attachment C - Rate Proposal
Attachment D - Resume Self-Certification Form Attachment E - Non-compete Certification Attachment F - Additional Terms and Conditions
Attachment G - Foreign Country of Concern Attestation (PUR 1355)

Attachment H - Respondent's Foreign Country of Concern Business Relationships Attachment I - Information about Foreign Ownership, Control, and Influence as to
the Respondent and Subcontractors

Timeline Of Events

The table below contains the Timeline for this RFQ. Contractors are responsible for submitting all required documentation by the dates and times indicated below (Eastern Time).
DATE TIME CTIVITY May 21, 2024 10:00 AM RFQ Released May 28, 2024 10:00 AM Responses Due

1. CONTRACT TERM

The original term of the Contract will begin July 1, 2024, and continue through June 30, 2025.

The Department may renew the Contract for a period not to exceed three (3) years under the same terms and conditions of the original Contract, as amended. Renewals may be in variable increments or a single term.

1. DEFINITIONS
2. Business Day: Any day in which normal business is conducted, typically Monday through Friday, excluding State-observed Holidays.
3. Candidate: The awarded State Term Contract Contractor/Vendor that will perform the services outlined in this RFQ. "Candidate" is used interchangeably with, "Contractor's employee" and "Contractor personnel".
4. Department Resource Request: request issued by the Department, at any time during the term of the State Term Contract, to one (1) or more Contractors that responded to this RFQ, for provision of up to two (2) qualified resources per request.
5. Report Date: The date on which the Contractor's employee begins service delivery under the Contract.
6. Response: Materials submitted by the Contractor in responding to this RFQ.
7. Stakeholder: person or organization that is actively involved in the project or whose interests may be positively or negatively affected by execution or completion of the project.
8. Work Week: Friday through Thursday, excluding weekends.
9. RFQ RESPONSE

The Contractor shall provide the following information that demonstrates the Contractor's ability to provide the services requested by submitting the following:

1. Executive Summary :

Include a brief description of the firm's background and experience. Include a statement describing how the Contractor's resources and experience will ensure that the Contractor meets service delivery requirements.

The prospective Contractor must complete and submit the following as applicable with its response:

Attachment E - Non- Compete Certification

Attachment G - Foreign Country of Concern Attestation (PUR 1355)

Is the Respondent owned by the government of a Foreign Country of Concern; does the government of a Foreign Country of Concern have a controlling interest in the Respondent; OR is the Respondent organized under the laws of or have its principal place of business in a Foreign County of Concern?

Pursuant to section 287.138, Florida Statutes, "Foreign Country of Concern" is the People's Republic of China, the Russian Federation, the Islamic Republic of Iran, the Democratic Republic of Korea, the Republic of Cuba, the Venezuelan regime of Nocholas Maduro, or the Syrian Arab Republic, including any agency of or any entity of significant control of such Foreign Country of Concern.

IF YES, PURSUANT TO SECTION 287.138, FLORIDA STATUTES, THE DEPARTMENT MAY NOT ACCEPT A QUOTE FROM THE RESPONDENT.

IF NO, THE RESPONDENT IS REQUIRED TO COMPLETE AND SUBMIT ATTACHMENT G - FOREIGN COUNTRY OF CONCERN ATTESTATION.

Attachment H - Respondent's Foreign Country of Concern Business

Is the Respondent a partner, shareholder, limited partner, joint venturer, or otherwise involved in any business enterprise or business entity of any type that is owned by the government of a Foreign Country of Concern, that the government of a Foreign Country of Concern has a controlling interest, or that
is organized under the laws of or has its principal place of business in a Foreign County of Concern?

IF YES, THE RESPONDENT MUST COMPLETE ATTACHMENT H - RESPONDENT'S FOREIGN COUNTRY OF CONCERN BUSINESS RELATIONSHIPS.

Attachment I - Information about Foreign Ownership, Control, and Influence as to the Respondent and Subcontractors

Is the Respondent or any subcontractor under Foreign Ownership, Control, or Influence?

Respondent or a subcontractor is considered to be under Foreign Ownership, Control, or Influence when "foreign interest" has "possession of "the power to direct or cause the direction of the management or policies of the Respondent (or subcontractor)," whether through ownership of securities, by contract, controlling or influencing the election or appointment of one or more members of the Respondent's or subcontractor's governing board, or otherwise.
"foreign interest" is any: a) foreign government; b) entity or element of a foreign government, including any foreign instrumentality as defined in
18 U.S.C. s. 1839(1); c) representative of a foreign government, including any sovereign wealth fund or entity; d) form of business enterprise or legal entity organized, chartered, incorporated, registered under the laws of any country other than the United States or any state, territory, or possession of the United States; and e) natural person who is not a citizen of the United States.
Any natural person, business entity or legal entity that directly or indirectly: owns or has the right to vote 25 percent or more of the voting interests of the Respondent (or a subcontractor); or b) owns or is entitled to 25 percent or more of the profits of the Respondent (or a subcontractor), is presumed to possess "the power to direct or cause the direction of the management or policies of the Respondent."

IF YES, THE RESPONDENT IS REQUIRED TO COMPLETE AND SUBMIT ATTACHMENT I - INFORMATION ABOUT FOREIGN OWNERSHIP, CONTROL AND INFLUENCE AS TO THE RESPONDENT AND

1. Knowledge/Skills/Abilities Matrix :

Include a matrix showing how each proposed candidate's experience matches the required qualifications listed in ttachment A, Contract Resource Qualifications .

1. Resumes :

The Contractor shall provide a completed ttachment D, Resume Self- Certification , for each candidate and include the candidate's resume. Resumes must specifically state how the candidate meets the required qualifications listed in ttachment A, Contract Resource Qualifications . The Contractor shall indicate the candidate's knowledge, skills, abilities, and experience (KSAs).

The Contractor must list at least one (1) reference who can confirm that the candidate's knowledge, skills, abilities and experience are similar to what is described and required in this RFQ (see ttachment B, Candidate Reference ). Provide project description and specifically state the project's relevance and the role of the candidate in the project. Include Agency or Firm name and contact information. Unsatisfactory references or references that are not significantly similar to the knowledge, skills, abilities, and experience described in this RFQ may eliminate the candidate from further consideration.

1. Responses :

Any portion of the submitted response which is asserted to be exempt from disclosure under Chapter 119, F. S., shall be set forth on a page or pages separate from the rest of the submission. Each page of the portion(s) asserted to be exempt shall be clearly marked "exempt", "confidential", or "trade secret" (as applicable) and shall also contain the statutory basis for such claim on every page. Pages containing trade secrets shall be marked "trade secret" as defined in section 812.081, F. S. Failure to segregate and identify such portions shall constitute a waiver of any claimed exemption and the Department will provide such records in response to public records requests without notifying the Contractor. Designating material simply as "proprietary" will not necessarily protect it from disclosure under Chapter 119, F. S.

Additionally, if the Contractor asserts the above exemption, a redacted copy of the response (suitable for release) must also be submitted for any public records requests of the Department.

1. Price :

The Contractor shall provide a price for each candidate to be inclusive of all costs, fees, expenses, travel, lodging, materials, services, etc., excluding Department-required training and travel. No costs in addition to quoted prices will be paid to the Contractor. On ttachment C, Rate Proposal , the Contractor shall provide the hourly rate (or lower), Job Family, Job Number, Job Title and Scope Variant as listed on State Term Contract No. 80101507- 23-STC-ITSA, IT Staff Augmentation, price list.

TABLE 2
PERFORMANCE STANDARDS AND FINANCIAL CONSEQUENCES PERFORMANCE STANDARD
REQUIREMENT FINANCIAL CONSEQUENCES TO
BE IMPOSED 1. Service hours shall be satisfactorily performed as determined by the Department. The Contractor shall re-perform any service hour(s) deemed not satisfactory until the service hour(s) is/are satisfactorily performed, at no additional cost to the Department, within the timeframe
established by the Department. 2. The Contractor shall comply with the requirements of the Purchase Order, which includes this RFQ. For any invoice submitted during the period of noncompliance or requesting payment for services or events deemed noncompliant, the amount ofone (1) times the service hourly rate(s) of each Contractor employee assigned to the Purchase Order will be assessed against the Contractor. This amount shall be reflected as a credit on each invoice related to the non-compliance submitted to the
Department. 3. The Contractor shall provide a qualified employee(s) pursuant to and in accordance with the timeframes listed in Section M., Contractor Personnel General Requirements. *$250.00 per calendar day past the date the qualified employee was required to be provided until the earlier of the date that:

1. the Contractor provides a qualified employee
2. the Department secures an employee elsewhere
3. the Department's need otherwise ceases

*At the Department's sole option, financial consequences may be assessed in half- day (4 hour) increments of $125.00.
Title Knowledge, Skills and Abilities (KSA's) Sr. Manager, Director, Network Operations Experience:

• Proven experience in UCCE platforms
• Proven experience in designing, documenting, planning, and implementing UC telephony products
• Proven experience in integrated recording solutions
• Thorough understanding of Telephony and UCCE voice protocols
• Superior knowledge, skills and experience with Cisco UCCE voice routing hardware, software, protocols etc.
• 10+ years of experience of creating comprehensive implementation, test and back out plans of UCCE telephony products
• 10+ years of experience in UCCE telephony performance analysis, capacity planning, and disaster recovery planning
• 10+ years of experience of writing technical and procedural documentation
• Proven ability to effectively diagnose, isolate, and resolve complex problems pertaining to UCCE infrastructure
• In-depth knowledge of voice communications including voice router configs and related technologies
• In-depth knowledge of VMware technologies
• Proven knowledge and experience in UCCE telephony security technologies
• Strong communication and collaborative skills
• Excellent verbal and written communication skills
• Knowledge of UCCE telephony privacy and protection initiatives
• Knowledge of Cisco UCCE telephony routing and switching technologies
• Knowledge of Local Area Network (LAN) & Wide Area Network (WAN)
• Knowledge of Cisco Unified Intelligence Center (CUIC) reporting
• Knowledge of Cisco IVR reporting
• Vendor must possess Cisco Gold Partner Certification

Preferred KSA's:

• Take charge, can-do attitude
• Facilitation skills
• Knowledge of mobile communication technologies
• Knowledge of the Intelligent Voice Recognition (IVR) Payment System (D6 Payments and FR7 Clearance)
• Knowledge of Oracle database stored procedures
• Knowledge of SQL database
• Experience with IBM Informix software
• Experience in Nuance Skills: Nuance Recognizer, Nuance Vocalizer, Nuance Speech Suite and Grammar development and tuning.
• Experience in CVP, Call Studio, CAD, Finesse Screen-pops and Post Call Survey
• Preference will be given to candidate that have experience working in FLHSMV systems.

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