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Basic Information

Reference Number

0000304476

Issuing Organization

Detroit Wayne Integrated Health Network

Owner Organization

Detroit Wayne Integrated Health Network

Solicitation Type

RFP - Request for Proposal (Formal)

Solicitation Number

2023-003

Title

CALL CENTER PHONE SYSTEM & BUSINESS PHONE SYSTEM

Source ID

PU.AG.USA.2244.C11053401

Details

Location

United States, Michigan, Wayne County

Delivery Point

TBD

Purchase Type

Duration: 3 years
Option: With a two-year renewal option

Piggyback Contract

Description

Through this Request for Proposals (RFP), Detroit Wayne Integrated Health Network (DWIHN) hereby invites businesses who meet the qualifications and specifications set forth herein to submit proposals for the purpose of an inbound and outbound hosted call center phone system using Internet Protocol (IP) and softphones to serve our organization. The system must be capable of handling current call volume, which ranges from about 24,000 to 36,000 calls per month, distributed amongst 75 on-site ACD agents or Customer Service Representatives and Supervisors and a hosted business phone system replacement.

PLEASE REVIEW THE FORMAL SPECIFICATIONS FOR ADDITIONAL INFORMATION AND SUBMITTAL REQUIREMENTS. FAILURE TO ADHERE MAY RESULT IN YOUR BID BEING DEEMED NON-RESPONSIVE.

Dates

Publication

11/23/2022 03:37 PM EST

Question Acceptance DeadlineA - Previous Addendum

12/14/2022 04:00 PM EST

Questions are submitted online

Yes

Closing DateA - Previous Addendum

01/16/2023 03:00 PM EST

Contact Information

Jean Mira

3133449099 ext. 3705

jmira1@dwihn.org

Antonio Ziegler

313-344-9099 ext. 3761

aziegler@dwihn.org

Buyer Preferences, Guidelines & Requirements

General Requirements

- Insurance Required

Bid Submission Process

Bid Submission Type

Electronic Bid Submission

Pricing

In attached document

Bid Documents List

Item Name	Description	Mandatory	Limited to 1 file
Proposal Form	Signed Proposal Form	Yes	No
Appendix A Price Sheet	Complete and upload Appendix A Excel Price Sheet	Yes	No
Proposal Response	Upload RFP response in an orderly manner	Yes	No
References Form	Completed Reference Form	No	No
Terms & Conditions Form	Signed Terms & Conditions Form	No	No
Business Information Questionnaire Form	Signed Business Information Questionnaire Form	No	No
Ethics in Contracting Vendor Form	Signed Ethics in Contracting Vendor Form	No	No
First-Tier Subcontractor Form	Signed First-Tier Subcontractor Form	No	No
Debarment Form	Signed Debarment Form	No	No
W-9	Completed W-9	No	No
DWIHN Vendor Form	Completed DWIHN Vendor Form -EFT Enrollment Form	No	No
No entries

Additional Bidding Instructions

Scan and upload Proposal Form and Appendix A Excel Price Sheet separately. Scan and upload the RFP response. Scan and upload all other required forms and documents.