RFP Questions by ProductYour requirements and evaluation criteria are specific to your school, district, or library, but there is essential information you should provide and request in an RFP. The following sample questions can be incorporated into your own RFP format or included under the matching headings in the Basic RFP Template we provide in this Kit.

To ensure that you get the best quality product and service, you need to gather information about the following criteria as well. If you don’t already have RFP questions for these areas, refer to the Basic RFP Template in this Kit for sample questions in these areas:

· Timeline for Installation· Error Detection/Testing· Trouble reporting· Service and Support· Warranty & Maintenance· Training

You can use these questions for your own RFP by doing the following:1. Replace the information in brackets with your own information. For instance,

<SCHOOL/DISTRICT/LIBRARY> becomes Marshall Elementary School.2. Remove the instructions in italics.3. Place these questions in the appropriate sections of your own RFP or the

Basic RFP Template we provide.

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Sample RFP Questions for Obtaining Centrex Service

I. Introduction

Incorporate this section into your existing Introduction section or in the Introduction section of our Basic RFP.

Project Scope

The sample questions we provide do not ask for terminal equipment such as telephone sets. Please include a statement such as the following example in your Project Scope section:

Q. This document shouldn’t elicit Terminal Equipment proposals.

IV. Vendor Qualifications

Voice Network Architecture

Since Centrex operates on the Vendor’s network, you’ll want the Vendor to provide assurances about their network’s architecture, management, reliability, and performance.

Q. The Vendor must provide network services of superior performance and reliability. Provide a network configuration designed to avoid system and component failure, as well as ensure rapid recovery in the event of failure.

Q. Your response must include a brief discussion of the following:

· Network Architecture. At the minimum, include the following information:

· Current and planned switching technologies

· Network elements (channel banks, microwave, fiber links, etc.) that will be used to provide service to the <SCHOOL/DISTRICT/LIBRARY>

· Percentage of network supporting SS7 signaling

· Number of fully redundant switches used for your solution

· Number and location of remote modules used for your solution

· Percentage of network owned and operated by Vendor

Network Management. At the minimum, include the following information:

· Network management facilities and locations

· Disaster plan and recovery systems, such as how your infrastructure supports emergency preparedness and effective validation methods

· Link and switching-point redundancy and recovery techniques

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· Network Experience and Performance. At the minimum, include the following information:

· Number of customers served by your network

· Number of switching offices in <YOUR CITY> vs. California?

· Mutual aid agreements with other carriers

· Redundancy in access, switching points, and routes

· Grade of Service for your switches

V. Technical Specifications

These questions are the basic requirements and specifications for Centrex. Add this section to your RFP or incorporate it into an existing Technical Specifications section.

Voice Network Environment

Q You should describe your current telecommunications environment, including· Types of facilities that the new system must serve (Are they schools, districts,

libraries, labs, etc.?)· Type of system(s) in place (Are you using any system currently, and if so, what

kind?)· Pros and cons of the current system (What features do you want to keep?

What capabilities do you want? What problems do you want eliminated?)

Voice Network Requirements

Present your essential requirements for a quality, high-performance voice network. Here are some common expectations for a Vendor’s network:

Q Our <SCHOOL/DISTRICT/LIBRARY> considers the following requirements essential to serving our users:

· Rapid recovery during and after a natural disaster. The schools and libraries are a community resource. We must have partial service available within the first 24 hours following an emergency service outage and complete service within 48 hours.

· Compatibility across the broad spectrum of terminal equipment. The <SCHOOL/DISTRICT/LIBRARY> must have the flexibility to select the best equipment for any given application.

· Common user instructions for all users regardless of location.· A standard dialing plan for the entire system. This dialing plan must allow

users to dial less than seven digits to reach internal stations without incurring message charges.

· A scaleable network that can be configured to meet our changing needs.· Advanced software-based switching nodes that will seamlessly

incorporate new services.· The Vendor must meet or exceed the requirements listed in the following

sections.

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(If you have other, special requirements, please include them here)

System Features

Q We require the following features and capabilities common to the switch:

The Switch

· The switch will be computerized, state-of-the-art, and capable of handling voice, data, and network support services.

· The Vendor will own, operate, and maintain the switch in a facility owned or leased by the Vendor. The switch should be located at a centralized location that best serves all the <SCHOOL/DISTRICT/LIBRARY> locations.

· The switch must be modular, so that the system and network can be easily updated and expanded.

Features

· Users can call between stations within the system without incurring charges or dialing a full, seven-digit phone number.

· Existing telephone numbers will remain the same.· Primary Inter-exchange Carrier (PIC) transparency. Users need only dial “9,”

then the seven or eleven digit number to complete calls outside of the system (including international calls).

· The switch must offer ISDN if <SCHOOL/DISTRICT/LIBRARY> desires the service.

Compatibility

· The system must be fully compatible with the <SCHOOL/DISTRICT/LIBRARY> ’s network configurations.

· The system must be compatible with installed telephone terminal equipment including <list your equipment with which the system must be compatible>. Provide a list of “incompatible” equipment.

· The system will seamlessly interface with and provide broadcast messages on <List type of voice mail used> Voice Mail Service.

Costs

· Public telephone directory listings will not change nor will additional charges be incurred.

· Vendor will pay the cost of any terminal equipment and/or software changes required for conversion.

· Conversion will not disrupt the user community (no down-time).

Reliability

· Network architecture must be redundant to avoid a single point of failure.· Circuits must be redundant enough to ensure continuous service--no

interruptions.

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· The power supply must be a non-fail electrical power source at the switching entity, including both conventional (utility) and standby (emergency) power sources.

· The Vendor must provide an emergency response procedure in case of service outage.

· The Vendor must show how cables are protected from both physical and electrical (power line crosses and lightning) damage and how cables are tested and maintained on a regular basis.

Station Features

Review the list of Centrex features following this RFP sample then1. Decide which features you require now and at what locations.2. List the required features in the following section, “Required Features.”3. List the required features in Appendix B, Pricing Matrix, Required Features.4. Fill in the total number of each feature you want to purchase in the column

“Units Required.”5. Decide which features you may want in the future.6. List the optional features in the section “Optional Features.”7. List the optional features in Appendix B, Pricing Matrix, Optional Features.

The sections below show the most common features schools, districts, and libraries list as required and optional.

Required Features

Q We require these features in the quantities listed in the Attachment A and the Attachment B Pricing Matrix.

· Three-way station Conferencing· Call Forwarding Busy Line/Don’t Answer· Call Forwarding Variable (Unlimited)· Call Forwarding Variable (Limited)· Station Message Waiting with stutter dial tone· Call Pickup Intra-Group· Call Pickup Group· Call Pickup Station· Interior Station· Restricted Station· Voice-Mail· ISDN (BRI/PRI) Line

Optional Features

Q The following features are optional, and you should not include them in this proposal. However, the <SCHOOL/DISTRICT/LIBRARY> may require them in the future, so the Vendor must be able to provide these features given a standard ordering interval. Include the costs for these features in Attachment B.

· Call Hold· Call Park

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· Call Waiting· Conference Calling -30 port· Conference Calling – 6 Port· Group Intercom· Last Number Redial· Speed Calling – Individual, Group, and Customer Changeable· Call Trace

VII. Maintenance

To ensure that your service is maintained properly, you may want to include this maintenance requirements:

Q The Vendor will man the switch entity with competent technicians 24 hours a day, the year around.

IX Pricing Requirements

This section becomes your Pricing Requirements sections or can be incorporated into your existing Pricing information:

Pricing

Q Document the pricing structure for all services and features included in the RFP. Use the Pricing Matrix in Attachment B to document the costs.

System Price

Q To aid the <SCHOOL/DISTRICT/LIBRARY> in sorting through the responses, please provide the total cost of the proposal in the following format:

Monthly Lease Pre-Pay Option

3-Year Total

Net FUS Fund Discount

Other Discounts

Installation

3-Year Monthly

Monthly Lease Pre-Pay Option

5-Year Total

Net FUS FUND Discount

Other Discounts

Installation

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3-Year Monthly

Attachments

A Location and Feature Table

Include an attachment that describes in detail, the facility, station lines, and features for each location. Here’s a table that you can use to organize this information:

Q Listing of station line and line feature counts by physical address. The table is sorted alphabetically by location name.

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Attachment A: Location and Feature Tables

Location ContactFacility NameAddressTelephoneFax

NameTelephone

Station Features

Total Stations:3-WayConference

Call Forward (busy line)

Call ForwardVariable (unlimited)

Call ForwrdVariable(limited)

Station Message Waiting

Call Pickup Intra-group

Call Pickup Group

Interior Station

Restricted Station

Voice Mail ISDN Line

Station Description X X X X X X X

Location ContactFacility NameAddressTelephoneFax

NameTelephone

Station Features

Total Stations: XX3-WayConference

Call Forward (busy line)

Call ForwardVariable (unlimited)

Call ForwrdVariable(limited)

Station Message Waiting

Call Pickup Intra-group

Call Pickup Group

Interior Station

Restricted Station

Voice Mail ISDN Line

Station Description

B Pricing Matrix

Ask the vendor to itemize each cost in a pricing matrix such as the one presented below.

Q Please fill out each box with the appropriate amounts. If there is no charge, enter a “0”. If the box in not applicable, enter “n/a”. Not listed but required are any System Charges, Peripheral costs, and one time Non-Recurring Charges the District will incur.

Item Units Required

Unit Cost Non-Recurring Charges

Total Expected Total with Discounts

Agency Bill/ReportsPrimary LinesSystem ChargesComponentsAll Current Lines and Features IncludedPeripheral Charges

(Please itemize)Required Features

3-way ConferenceCall ForwardCall Fwd Variable Call Fwd Limited Message WaitingCall Pick-Up (Group)Call Pick-Up Intra-Group Call Pick-Up StationInterior StationISDN (BRI) LineRestricted Station

Voice Mail

Total System Cost

Pre-Payment Option

Optional Features (Applies to new, not current, features)

All Discounted from Tariff

Call TraceCall Pickup - Ea. GroupCall Pickup - Ea. StationCall Wait - Intra-GroupCall Forward VariableCall Forward (ESMCS)UCD Msg Wait Lamp (EMW)

Items Units Required

Unit Cost

Non-Recurring Charges

Total Expected Total with Discounts

StationsTrunksStation LinesVoice MailboxesTrainingEmergency MaintenanceBilling ReportsMaintenance

Note: The <SCHOOL/DISTRICT/LIBRARY> considers network coordination and administration as part of a standard comprehensive network offering. The District will accept no charges for coordination and administration services.

Sample RFP Questions for Obtaining Frame Relay

I. Introduction

Incorporate this section into your existing Introduction section or in the Introduction section of our Basic RFP.

Scope of Work

You may want to expand your Scope of Work statement to include the following statement:

Q For the new Frame Relay network, the Vendor will install Frame Relay at <BANDWIDTH> to connect <NUMBER OF SITES> sites. In addition to Frame Relay transport, the Vendor will recommend a plan to reduce connecting equipment as much as possible without impacting the network’s best operation on Frame Relay.

V. Technical Specifications

Current Environment

Give the vendors a description of your current and planned network environment.

Q <SCHOOL OR DISTRICT OR LIBRARY> presently has a data network made up of <NUMBER OF SITES> sites connected by the following types of circuits:

· <NUMBER OF CIRCUITS> circuits at <BANDWIDTH>· <NUMBER OF CIRCUITS> circuits at <BANDWIDTH>· <NUMBER OF CIRCUITS> circuits at <BANDWIDTH>

Q Vendors must ascertain what connecting equipment such as multiplexers, routers, bridges, or CSU/DSUs is now in use at each of these locations.

Provide information about sites that you want connected. You can include this information in the body of the RFP or in an Attachment. If you have sites that you plan to connect in the future, note those as well. You can repeat the following table as many times as necessary.

Q For the new Frame Relay network, the Vendor will install Frame Relay at <BANDWIDTH> to connect <NUMBER OF SITES> sites. These sites are

<SPECIFIC SITE><SPECIFIC SITE ADDRESS><CONTACT PERSON><CONTACT PERSON’S PHONE>Existing Lines/Trunks. Type Number

Existing Equipment Facility Interface Code

Universal Service Order Code

multiplexersroutersbridgesjacksCSU/DSUs

Network Computers Current # Planned #

Locations for Installation(You may want to include a map or blueprint.)

Q Include options for expanding the network to the following sites and include these options in a separate pricing sheet.

Q The Frame Relay solution you propose should accommodate the following needs:· <TYPES OF APPLICATIONS>· <NUMBER OF USERS>· <PEAK TIMES>· <TYPES OF TRANSMISSION: VOICE, DATA, VIDEO>· <NETWORK OVERHEAD -- WHAT’S RUNNING ON THE NETWORK>

Develop a list of current and planned applications. You can use a table such as the one provided below.1. List your applications that will be run across Frame Relay.2. Organize the applications from the most critical (1) to least critical. 3. Place an X to denote whether the application is class-interactive, store and forward, real-time, or background.4. Note whether the application is time-sensitive or not.

Q The <SCHOOL OR DISTRICT OR LIBRARY> currently uses or plans to use the following applications:

Rating Application Type of Application Traffic Type

InteractiveStore/

Forward Real Time Background(Time sensitive or non-time sensitive)

1 E-Mail X no23

Provide the vendor with a map of the sites that includes distances, since Frame Relay is charged by distance.

Proposed System

Ask the vendor to fully detail their design for a Frame Relay network that meets your specifications.

Q Describe specifically how the Vendor designs the Frame Relay network for <SCHOOL/DISTRIC/LIBRARY>. The vendor will recommend a plan to reduce connecting equipment as much as possible without impacting the network’s best operation on Frame Relay. Include

· Quantity and locations of port connections and equipment for each location· All necessary new equipment for Frame Relay connections (routers, CSU/DSUs, multiplexers, and jacks. Please provide

the following information:· What equipment is needed for each location and whether equipment is reused from present network or new. Also

include list of equipment that can be eliminated.· Technical specifications· Features· Performance guarantees· Redundancy· Number and type of ports· Cost

Ask the vendor for assurances about their network performance and reliability.

Q Provide a topology of your network architecture including network points of presence (POPs), equipment employed, backbone link sizes, and core technologies.

Q Network availability should be available <PERCENTAGE> percent of the time. (Pacific Bell’s network is available 99.999 percent of the time.)

Q What availability and latency levels do you guarantee for time sensitive traffic?

Q Low or 0 CIR links are required.Mission critical applications need low or 0 CIR. If you can, let the vendors specify 0 CIR links and save significant costs.

Q Links that are high-usage should be billed by usage.

Q Describe how traffic is tightly controlled.

Q What is your policy on over-subscription of the access circuit and port?

Q Describe high capacity options and how quickly they can be implemented.

Q Describe how you ensure reliability. Include PVCs, ISDN fail over, and other features.

Q Describe how your solution will ensure no down-time through redundant access and equipment.

Q Describe Internet Service options. Include information about ISPs, security, and routing.

Q Describe how you will allow dial-up access into the Frame Relay network.

Equipment

You may want to specify some requirements for Frame Relay equipment.

Q Indicate whether the FRAD or router offers the following features and describe the feature:· RFC 1490 support (allows you to mix vendor equipment)· Traffic prioritization (makes sure time-sensitive data doesn’t get delayed)· Remote configuration via Telnet and SNMP (lets you make changes to the network remotely)· Management statistics including:

· Frame rates· Errored frames· Congestion notifications· DE bits

· Data compression· Encryption for security· DLCI detection· Integrated CSU/DSU (cheaper than routers)· Protocol specific link optimization such as traffic filtering and protocol spoofing

VI. Implementation and Testing

To avoid dealing with many vendors yourself, ask that the proposing vendor become a single point of contact for the project.

Q Will the Vendor be the single-point-of-contact and coordinate with the local exchange carrier for same-day installation?

Network Management

You can manage your own network, but some vendors offer to manage your Frame Relay network for you. Ask for specifics about the services and costs.

Q What customer network management services do you offer to allow me to manage <SCHOOL OR DISTRICT OR LIBRARY>’s use of the Frame Relay network? Describe the service and include cost for one, three, and five years.

Q What customer-based data collection and reporting services do you offer?

Q Describe the performance and management of your Frame Relay service (for example, address such issues as 7x24 monitoring, trouble reporting, testing, and maintenance).

VII. Maintenance, Warranties, and Upgrades

Maintenance

Describe your network operations center and support policies including location, employees, qualifications, hours, and response time.

Q What are your average times to provide new service and adjust existing linking speeds?

IX. Pricing

To simplify the cost analysis, have vendors submit pricing in a common form such as this table.

Frame Relay Network: Cost AnalysisOngoing Costs by month Site 1 Site 2 Site 3Local Loop Charges

Base Cost $ $ $MileageInterconnect fees

InterLATA chargesPort costsPVCCIRUsageStandby PVCs

Maintenance

CSU/DSURouter/FRADManagementOther

Total Ongoing Costs a month for each site $0.00 $0.00 $0.00Total Ongoing Costs each month $0.00

One-Time Charges Site 1 Site 2 Site 3Hardware and Software

CSU/DSUs $ $ $Router/FRAD portsRouter/FRAD softwareManagementOther

InstallationLocaleXchange carrierLong haul

Other CostsWiringWiring testing/conditioning

Total One-Time Costs per site $0.00 $0.00 $0.00Total One-Time Cost $0.00

Sample RFP Questions for Obtaining T-1 Lines

V. Technical Requirements

The vendors can respond to your RFP questions better if they have a clear understanding of the current environment and situation. Include the following information:

Q The Vendor will install T-1 line(s) to connect _____ <NUMBER OF SITES> sites.Provide the following information for each site. You can include this information in the body of the RFP or in an Attachment.

<SPECIFIC SITE><SPECIFIC SITE ADDRESS><CONTACT PERSON><CONTACT PERSON’S PHONE #, PAGER, E-MAIL>Existing Communication System

Existing Lines/Trunks. Type Number

Existing Equipment Facility Interface Code

Universal Service Order Code

multiplexersroutersbridgesjacksCSU/DSUs

Network Computers Current # Planned #

Locations for Installation(You may want to include a map or blueprint.)

Q The Vendor will locate the network Hub at __________(usually at a district office because of staffing). If the Vendor can suggest a more efficient or cost-effective Hub location, please justify the new location with quantifiable savings or performance.

Q The Vendor must supply all necessary equipment for T-1 connections (routers, CSU/DSUs, multiplexers, and jacks). Please provide the following information in a table:

· What equipment is needed for each location· Technical specifications· Features· Performance guarantees· Redundancy· Number and type of ports (if applicable)· Cost

Include equipment brochures as attachments.

VI. Implementation and Testing

Q Will the Vendor be the single-point-of-contact and coordinate with the local exchange carrier for same-day installation?

Q Describe how your solution will ensure no down-time through redundant access and equipment.

Sample RFP Questions for Obtaining Videoconferencing

I. Introduction

Incorporate this section into your existing Introduction section or in the Introduction section of our Basic RFP.

Scope of Work

Q This document requests bids for videoconferencing services including:∑ Telecommunications lines (such as ISDN or T-1)∑ Videoconferencing hardware (such as desktop units or room systems)∑ Multipoint videoconferencing services ∑ Videoconferencing support for educators

IV. Vendor Qualifications

Q Are you a one-stop-shop for all our videoconferencing needs?

Videoconferencing Network Architecture: Telecommunications Lines

Q The Vendor must provide network services of superior performance and reliability. Provide a network configuration designed to avoid system and component failure, as well as ensure rapid recovery in the event of failure.

Q Your response must include a brief discussion of the following:

Network Architecture (for ISDN) At a minimum, include the following information:∑ Current and planned switching technologies∑ Number of fully redundant switches used for your solution∑ Number and location of remote modules used for your solution∑ Percentage of network owned and operated by Vendor

Network Management: (for ISDN) At a minimum, include the following information:∑ Number of customers served by your network

∑ Number of switching offices in <YOUR CITY> vs. <STATE>∑ Redundancy in access, switching points, and routes∑ Grade of service for your switches

V. Technical Specifications

ISDN Network Requirements

Present your essential requirements for a quality, high-performance video network. Here are some common expectations for a Vendor’s network:

· Network architecture must be redundant to avoid a single point of failure.· Circuits must be redundant enough to ensure continuous service--no interruptions.· The Vendor must provide an emergency response procedure in case of service outage.· The Vendor must show how cables are protected from both physical and electrical (power line crosses and lightning)

damage and how cables are tested and maintained on a regular basis.

Equipment

Videoconferencing Equipment

Refer to the SLC web site for E-Rate discounts as they apply to videoconferencing equipment. Ask the Vendor the following questions:

Q How long have you been selling videoconferencing equipment?

Q Do you provide equipment from multiple vendors?

Q For desktop systems, please describe your equipment with regard to the following features:∑ Vendors you represent∑ Application sharing∑ Whiteboard∑ File Transfer

∑ Screen snapshots∑ Easy installation and use∑ H.320 support (and a commitment to support T.120, H.323-videoconferencing over LANs--and H.324--videoconferencing

over analog phone lines)

H.320 is an umbrella videoconferencing standard that embraces several other standards detailing how video and audio information is compressed and transmitted over the network. Standards allow for'universal compatibility.

Purchasing a videoconferencing system designed to standards gives you much more flexibility than a proprietary system that allows communication only between a particular vendor's products.

T.120 is the umbrella standard for data sharing. This standard allows for the sharing of information using such features as whiteboard and file transfer between systems that conform to this standard, even if the systems are not alike.

Q For room systems, please describe your equipment with regard to the following features:∑ Vendors you represent∑ H.320 compatible∑ T.120 to support document sharing∑ Easy installation and use∑ High quality audio and video∑ Ergonomic room arrangement and design∑ Optional features such as document camera, electronic whiteboard, VCR capability, and support for auxiliary cameras and

video printers∑ Customer support

Multipoint Videoconferencing Support

Ask the Vendor the following questions:Q Do you provide a multipoint conferencing system or a reservation service so that videoconferencing can be arranged between

more than two sites?

Q If you provide a multipoint conferencing reservation service, how many bridges do you have?

Q What is maximum number of sites for a multipoint?

Q Do you support multiple access speeds during the same conference?

Q What other multipoint features are you planning to support?

Q Do you have a customer support center that supports customers with maintenance issues after installation has been completed?

VIII. Training

Videoconferencing Support for Educators

Ask the Vendor the following questions:Q Do you provide support for teachers using videoconferencing?

Q Do you provide a directory of education-oriented sites for videoconferencing?

Q Do you provide a videoconference listserv (mailing list on e-mail) that connects educators interested in using videoconferencing?

Q Do you provide a comprehensive web site focusing on videoconferencing? Please describe the resources found at your web site.

IX. Pricing

Q Document the pricing structure for all services and features included in the RFP. Use the pricing matrix in Attachment B to document the costs.

Pricing Matrix

Telecommunications Services

LineMonthly Line

ChargeUsage Charge

Non-Recurring Cost Total

E-Rate discount

ISDNInside WiringT-1

To make selection easier, you may want to make a master list of the hardware items you want and have all vendors fill in the blanks. This way you can easily compare responses.

Videoconferencing HardwareItem Unit Cost # of Units Total E-Rate

discountDesktop system (not including a PC) Please describe items included in your system.

Room System. Please describe items included in your system

Multipoint Videoconferencing ServicesPort Port Speed

(112, 128, 336, 384 Kbps)Price/port/hour

Videoconferencing Support for EducatorsType of Support CostMaintaining a directory of videoconferencing partnersSupporting videoconferencing projectsVideoconferencing training for educators

Please describe any other support you provide along with its cost: