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HomeMy WebLinkAboutRESPONSE - BID - 7176 TELEPHONE LINESBID 7176 FOR City of Fort Collins Purchasing Department TELECOM LINE EXCHANGE SERVICES Presented By: LBERTY-BELL 1 Table of Contents: COVER LETTER BID 7176 COMPANY PROFILE SERVICES PROVIDED CUSTOMER SERVICE CONVERSION PRICE FOR SERVICE BILLING WARRANTY INSURANCE VALUE ADDED COMPONENTS ADDITIONAL INFORMATION CONVERSION PROCESS Since Liberty -Bell Telecom is the current provider for many of the requested services, there will be minimal conversion from existing facilities to a new provider. Maintaining existing services with Liberty - Bell is the best alternative for the City of Fort Collins to maintain near zero down -time and continuity of services. PRICE FOR SERVICES Liberty -Bell Telecom continues to offer one of the most competitive pricing structures offered in the industry for 1FB and OFX services to cities and municipalities. Liberty -Bell is proud to maintain the current pricing offered to the City of Fort Collins with no increase in cost over the previous agreement and no contract for service. The pricing is outlined as requested in the following spreadsheet. 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O U O O M I? O I? M c0 N N O M n (O CO a2 r 02 N CO M O N CO m (O O M V N V W V Or O n N v MV cn r m M Nr co r.- O co n a0 rn /. F a J Z (O V (O V (O V N CO V N r V N n V V N N V N N C N N R N N O N N V N N V N N V N N V N N V N N V N N V N (V R N N C N N V N (V V N N O N N V N N V N 1-. (o V m (O O m (O -ITm co O m m O mmmmmmmmmmmm O O O CD O O O O O OOOO m mm O mmmmmmmmmmmmmmmV O O O O O O O O ON O(O OV O O O mOV 64BERTY- BELL %�, Always On For You 2460 West 26"h Avenue Suite #380-C Denver, CO 80211 City of Fort Collins Purchasing Department Dear Purchasing Department, Liberty -Bell Telecom is pleased present the attached response to the City's Request for Bid 7176 for telecom line exchange services. Liberty -Bell Telecom is the current provider for many services of the City's infrastructure. We understand the needs of the city and the importance of uninterrupted services. We therefore believe that Liberty -Bell Telecom is the city's best choice in maintaining low rates, consistent service levels and the excellent customer service that you have come to know. If you should have any questions regarding this response, please do not hesitate to call or e-mail Mark Schmitt, Business Services Director at 720-200-8876 or mschmitt@libertybelltelecom.com . You may also contact Christina Neher, Liberty Bell's Chief Operating Officer at 303-313-2005 or cneher@libertybelltelecom.com. Thank you for the ongoing opportunity to serve the city in this critical role. 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Local service charges, including installation charges are billed in advance. Certain toll charges and non -recurring charges are billed in arrears. A monthly invoice is due within 30 days and follows standard billing and collections procedures as outlined by the Colorado Public Utilities Commission. Liberty -Bell offers our customers a variety of billing options including; paper invoicing, e-billing and an on-line web portal that allows the to view, pay and analyze monthly invoices over a secure connection on the Internet. Billing Terms Liberty-Bell's standard invoicing is due within 30 days of the invoice being mailed or made available to the customer. Monthly invoicing and collections procedures follow the requirements as outlined by the Colorado Public Utilities Commission. Liberty -Bell Telecom does accept Visa/Mastercard and American Express for payment. Line Item Billing Liberty -Bell has a variety of flexible billing options for the City of Fort Collins. These include paper invoicing, on-line e-billing, as well as the ability to export files into a .csv format for sorting and analysis as needed by the city. Tax Exemption of Municipalities Upon receipt of current and updated tax exemption certificates, Liberty -Bell will not charge the City of Fort Collins any taxes for which it has produced evidence of tax exemptions as allowed by State and Federal Laws. Liberty -Bell will work with the City of Fort Collins to determine which taxes are eligible for exemption status as allowed by law. Certain State or Federal taxes may not be subject to exemption by operation of law. Liberty -Bell will review these with the city. WARRANTY — Written Warranty for Service Warranties Liberty -Bell maintains a high standard of service delivery for our customers. While we are bound by a minimum set of service standards by the Colorado Public Utilities Commission, Liberty-Bell's contractual service standards are much higher than those outlined by the commission. Liberty-Bell's internal and contractual standards with our customers are higher than those required by Colorado statute and are provided below. Liberty -Bell Contractual Warranty: NETWORK AVAILABILITY COMMITMENT We will use commercially reasonable efforts to make our "Network" available to you at all times, subject to certain limitations described in this Agreement. A Network outage occurs when there is total "Loss of Service" for more than 60 consecutive minutes. "Loss of Service" means that Liberty -Bell is unable to transmit phone calls via the Public Switched Telephone Network, as a result of the failure of Liberty -Bell facilities or equipment. The Network Availability Commitment does not cover or apply to: (a) Loss of Service caused by our planned maintenance of the Network; or (b) problems relating to equipment at your office, including, but not limited to your Local Area Network, your phone equipment, outages or disruptions caused by you either directly or indirectly, interconnections to or from Local Exchange Carriers' networks (for example, calls to certain numbers or area codes), subsequent voice carriers' networks, interconnections to or from and connectivity within other Internet Service Provider networks, degraded or slow Services, and Force Majeure events. You are eligible for a full day's credit of 1/30th of the recurring Monthly Fees (excluding any fees for additional Services) for each full 60 minutes that you experience a covered Network outage. However, you may receive a maximum of 5 Daily Credits for covered Network outages in any 24- hour period, and (b) no more than 30 Daily Credits for covered Network outages in any calendar month. NETWORK OUTAGE REPORTING PROCEDURES To be eligible for Network Availability Commitment credits, you must notify us immediately when you experience a Network outage or Loss of Service. Our staff will investigate the reported outage and assign a trouble ticket number. For purposes of determining the duration of a Network outage, a Network outage begins when you notify us and ends when we confirm that Services have been re-established. You must request a credit in writing within 7 days of the end of the Network outage. All Network Availability Commitment credit requests are subject to Liberty-Bell's review and verification. You must be current on all payments (no balance older than 30 days) in order to receive credit under the Network Availability Commitment. Credits will appear in the next billing cycle after approval. INSURANCE - Liberty -Bell currently maintains coverage with St. Paul Insurance Company and Pinnacol Assurance as outlined below. COMMERCIAL GENERAL LIABILITY INSURANCE: Each Occurrence $1,000,000 Damage to Premises (each occurrence) $1,000,000 Medical Expense (any one person) $10,000 Personal Injury $1,000,000 General Aggregate $2,000,000 Products — comp/Op, AGG $2,000,000 VALUE ADDED COMPONENTS Additional Services Liberty -Bell has a variety of additional services which are available to the City of Fort Collins. In addition to our expertise in dealing with cities and municipalities throughout the State of Colorado, we offer a wide range of additional telecommunications and computing services. Expertise Liberty -Bell has worked with many cities on telecommunications infrastructure planning and implementation projects. We have assisted cities in Voice Over IP planning and migration strategies, network reconfigurations and network optimization projects. We are glad to share what we have learned in our years of supporting cities throughout the state. Data Back -Up Liberty -Bell owns and maintains a full data back-up server farm in our secure collocation facility in downtown Denver. We make our data back-up facilities available to our customers on a monthly basis with free technical support for any necessary recovery of data. Unified Messaging Liberty -Bell owns and maintains a fully integrated Unified Messaging Platform connected to the PSTN. This platform allows us to offer enhanced voice messaging, find -me, follow -me services, e- mail delivery of voice messages and our own proprietary e-faxing platform. We support thousands of customers with these enhanced features every day on our network. Microsoft Tech Support Liberty -Bell maintains an entire team of Microsoft Certified Technicians that we make available to our clients. They are will trained in configuration, troubleshooting and installation of LAN/WAN, desktop, firewall, software, virus detection and protection and VPN technologies. We make these technicians available to our clients on an hourly billed, as -needed basis, with no annual contract requirements. ADDITIONAL INFORMATION Receipt of the addendum No. 1 is acknowledged by Liberty -Bell Telecom * Liberty -Bell does not charge fees as listed below that other companies do Interstate Access Charge (IAC) Interconnection Fee (ICF) Network Access Assessment (NAA) Public Utility Commission Fee Residential Service Protection Fund Telecommunications Relay BID 7176 - PAGE 1 SUBMITTED BY: Company Name: Liberty -Bell Telecom LLC Address: 2460 West 261h Avenue, Suite #380-C City: Denver State: CO Zip: 80211 Phone: (303) 831-1977 CERTIFICATION: (If a Submission is Offered): The undersigned hereby affirms that: By: Facsimile: (303) 675-6090 ■ He/she is a duly authorized agent of the Bidder; ■ He/she has read the General Terms and Conditions, the Special Conditions and any technical specifications that were made available to the Bidder in conjunction with this Bid 7176 and fully understands and accepts these terms unless specific variations have been expressly listed on the Bid 7176 Form; ■ The Submission is being offered independently of any other Bidder and in full compliance with the collusive prohibitions specified in the General Terms and Conditions of this solicitation; and ■ The Bidder will accept any awards made to them as a result of this Solicitation for a minimum of ninety (90) calendar days follo�'wAR the date and time of the bid 7176 opening. ual Signature of Agent Typed/Printed Name of Agent Executive Vice President Title of Agent Include Original with Submission Affix Manual signature of authorized agent. ti (a Date BID 7176: Liberty -Bell Telecom is the current service provider of Analog Telephone Lines and Point to Point T-1 services for the City of Fort Collins today. Liberty -Bell and the city have a good working relationship at fair and reasonable pricing. In an effort to maintain our relationship with the City of Fort Collins, Liberty -Bell submits this reduced pricing bid on the existing services we have in place with the City. Liberty -Bell is submitting a partial bid for services at this time proposing to reduce the cost of existing services while maintaining existing service levels and a seamless path to lower costs. Many of the services noted in the bid were not fully described in enough detail to enable us to provide a comprehensive and accurate bid. We have had difficulty ascertaining the details required to provide a fair and accurate quote for many of the services requested. Furthermore, the services Liberty -Bell chose not to bid do not come out of contract until 2014 or later. Liberty -Bell has concluded the bidding process for these services insufficient in order to bid 7176 correctly, and has made the decision to only bid 7176 on the services currently provided by Liberty -Bell as well as several other POTS lines (traditional telephone services) provided currently by Qwest. Liberty -Bell feels the bids should be considered solely on the merits of the services current available to be contracted. BID7176 -PAGE3 REFERENCES: Name: City of Lakewood Contact Person: Boris Naschansky Address: 445 S. Allison Parkway Lakewood CO 80226 Telephone No. 303-978-7621 Fax No. Describe type of work/service performed or items supplied: 1FB and OPX Lines. and Dedicated Internet Name: County of Boulder Contact Person: Beverly Peters Address: PO Box 471 Boulder, CO 80306 Telephone No. 303-441-3028 Fax No. Describe type of work/service performed or items supplied: OPX Lines and 1FB POTS Lines Name: City of Westminster Contact Person: Scott Maggerflesch Address: 4800 West 92nd Avenue Westminster, CO 80031 Telephone No. 303-658-2400 Fax No, Describe type of work/service performed or items supplied: 1FB and POTS lines throughout the city Name: City of Aurora Contact Person: Frank Davis Address: 15151 E Alameda Parkway, Suite 4400, Aurora CO 80012 Telephone No. 303-739-7726 Fax No. Describe type of work/service performed or items supplied: 1FB POTS Lines Name: City of Pueblo Contact Person: Lori Pinz Address: 150 Central Main Street Pueblo, CO 81003 Telephone No. 719-553-2424 Fax No. Describe type of work/service performed or items supplied: 1FB POTS Lines, T-1 PRI, DS-3, Point to Point T-1 COMPANY PROFILE Liberty -Bell Telecom is a full service telecommunications provider headquartered in Denver, Colorado. Liberty -Bell Telecom was established in 1996 as Multi -Link Communications which merged with Liberty - Bell Telecom in 2006. Liberty -Bell Telecom was founded by consumer advocate Tom Martino in 2003 to provide a higher level of customer support in the communications industry. Liberty -Bell Telecom has a strong management team that is currently operating a successful and profitable CLEC in the State of Colorado. Liberty -Bell Telecom currently employs 38 people on a full-time basis in Colorado. Liberty -Bell is well prepared with staff in provisioning, installation, and customer support. We employ our own technicians, and have an on -call team available 24 hours a day 7 days a week. Our experienced staff currently supports over 10,000 existing clients in the State of Colorado including satisfied municipality customers that include: City Of Pueblo, City of Fort Collins, City of Lakewood, City of Westminster and many others. EXECUTIVE MANAGEMENT Nigel Alexander — LLC Manager. Mr. Alexander is the CEO of Liberty -Bell Telecom and the LLC Manager. Prior to Liberty Bell, in 1996 Mr. Alexander co-founded Multi -Link Telecom, a unified messaging provider and has acted as its strategist and deal maker since that time. Multi -Link subsequently merged with Liberty -Bell Telecom in 2006 with Mr. Alexander as CEO. Prior to founding Multi -Link he was employed in various positions in the banking industry. Mr. Alexander also serves as the Executive Director of Colorado Community Voicemail, a Liberty -Bell sponsored 501©3 that provides free telecommunications services to over 4,000 homeless customers in Colorado. Mr. Alexander's primary role in the business is to build value through transactional means, maintain strong financial controls and to set policy. Christina Neher — Chief Operating Officer. Ms. Neher joined Liberty-Bell/Multi-Link in 1999 and has served as COO since that time. Ms. Neher runs all aspects of the operations side of the business. Prior to joining Liberty -Bell, Ms. Neher served as Vice President of Operations for Hellyer Communications, a $10 million, Indiana based, provider of telecommunications services. From 1984 to 1988 Ms. Neher was employed by St. Mary's College and held the position of telecommunications coordinator. Jay Weber — Executive Vice President. Mr. Weber is responsible for the Company's sales department and business development. Mr. Weber arrived with the acquisition of Liberty -Bell Telecom where he had served as President from inception in 2003, and continued through its merger with Multi - Link in 2006. Prior to founding Liberty -Bell, Mr. Weber served in a wide range of sales and management roles within the Telecommunications industry in Colorado. Mr. Weber holds a Masters Degree in Telecommunications from the University of Denver. Shawn Stickle Vice President/Special Projects. Mr. Stickle co-founded Multi -Link in 1996 and acted as its President until 2002 when he left the Company amicably to pursue other interests. He rejoined Liberty -Bell in 2007 to lead the business installations department. Prior to founding Multi -Link he was employed in various positions in the telecommunications industry. SERVICES PROVIDED Liberty -Bell Telecom currently provides many of the requested telecommunications systems to the City of Fort Collins. We will continue to use the existing facilities and there will be no change to the quality of service structure provided today including NO service interruption. GENERAL: 1FB and OPX Lines Liberty -Bell currently provides a variety of services to the City of Fort Collins including: 1FB lines, Centrex2l lines, 2 way PBX Trunks, OPX lines and DSL. We maintain the ability to install and support new and existing services for the City of Fort Collins. CONVERSION/PROVISIONING: Conversion Since Liberty -Bell is the current provider to the City of Fort Collins for many of the requested services, THERE WILL BE NO CONVERSION PROCESS. Liberty -Bell will continue to provide services as we have in the past for the city. This renewed period will allow us the opportunity to review services in place with the city and explore new options for on-line billing and analysis of the city's services while substantially reducing costs. Provisioning The City of Fort Collins will have the opportunity to add additional services to its account with Liberty -Bell at any time. Our standard interval for installation of new 1FB lines is 7 days and installation of OPX services is approximately 14 days. New orders are simply placed by calling or sending an e-mail to our business support services team. They are available Monday through Friday from 8:OOAM to S:OOPM by telephone at 303-831-1977 (Option 2, 2) or by e-mail at bizsupport@libertybelltelecom.com Features All features currently provided by Liberty -Bell to The City of Fort Collins will continue to be available in the form and function that the city currently enjoys with no interruption in service. CUSTOMER SERVICE MAINTENANCE AND SUPPORT City Support Team Liberty -Bell Telecom offers the City of Fort Collins a number of convenient ways to contact Customer Support. We have a team of representatives, specially trained in providing service to our City customers. This team includes, provisioners Mr. Jarmond Johnson idiohnson libertybelltelecom.com and Ms. Fiorella Lagomarsino flagomarsino@libertybeiltelecom.com. Darin O'Toole dotoole@libertybelltelecom.com as the Business Services Group Supervisor and Mrs. Jaime Todd itodd libertybelitelecom.com is the Provisioning Supervisor. Many of our City customers choose to contact these individuals directly, during business hours, for prompt, personal attention. Mr. Johnson has serviced City customers for over 6 years and is our most qualified, experienced Provisioner. 24 x 7 Support on all lines Liberty -Bell currently provides 24 x 7 support for the City of Fort Collins and will continue to do so on an ongoing basis. We are proud to boast one of the highest support personnel ratios in the industry with a ratio of 200 customers per support personnel. We have on -call technicians available 24 hours per day. The company consistently responds to customer requests in real time. During standard business hours 8AM to 513M, M-F, all calls are routed to one of our trained customer service representatives. The average customer wait time during regular business hours is consistently under 1:00 minute before a trained representative answers. After hours, our live technicians are immediately available for loss -of -service issues and have 24 hour access to our tier 2 escalation team. If the urgent, after hours request are not responded to within 20 minutes, the Business Support Repair Supervisor, Mr. O'Toole is notified. If he does not retrieve the message, Liberty-Bell's officers are notified, including Ms. Christina Neher, COO and Mr. Nigel Alexander, CEO. General Support Team The City can contact Liberty-Bell's Business Support Team by calling our main number 800-301- 0788 or 303-831-1977, locally, during business hours, Monday through Friday 8am to 5pm. Pressing 3, then 2 again will place the City caller into the Business Support Queue which is manned by Liberty-Bell's entire Business Support Team, including Supervisors. Our average hold time in this Queue is less than 1 minute. At any time the City may choose to opt out of this Queue and leave a message in the Business Support Hotline. That voice message is immediately delivered to ALL members of the Business Support Team via email, including Special Team members and direct Supervisors. The City may also email requests to BizSupport@LibertyBellTelecom.com. During business hours, these emails are distributed to ALL members of the Business Support Team, including Special Team Members and Direct Supervisors. The Supervisor then ensures that the City's request is being handled by a member of the Special Team. Management Support Liberty-Bell's Business Services Director, Mr. Mark Schmitt is also available for direct inquiries and escalations. He is personally responsible for maintaining City accounts, not just escalations. His direct number is 720-200-8876 and his email is mschmitt(@libertybelItelecom.com. Many of our City customers contact Mr. Schmitt directly for assistance in larger matters. Once a request is received, Mr. Schmitt works directly with the Special Team, including their direct Supervisor, Mrs. Jaime Todd to ensure that all City needs are met. Mr. Darin O'Toole, Business Support Supervisor, is also available for repair escalations requiring additional expertise. Mrs. Todd and Mr. O'Toole have been employed by Liberty -Bell for over 10 years and have extensive experience in telecommunications. Next Day Repair Guarantee Liberty -Bell commits to having technicians dispatched from Liberty -Bell and/or our supporting vendors by next -business day without fail. Our trained technicians are able to work with Qwest technicians in order to isolate issues and drive resolution with those technicians in real time. This allows Liberty -Bell to provide best -in -class service to all our customers. Inventory Liberty -Bell commits to having technicians with vehicles stocked with inventory to complete most repairs on the first visit. This inventory includes DSL equipment, cabling materials, and the necessary tools and testing equipment to complete most onsite repairs in a timely matter. Preventative Maintenance Liberty -Bell performs the maintenance on the networks during non -peak hours generally between 1113M and 4AM when necessary. It is possible during these times that certain aspects of the business may be temporarily unavailable such as voice messaging services. Top Level Visibility Every member of Liberty-Bell's team, including the EVP and CEO, makes themselves available to each and every customer for special assistance. Direct contact information of all staff, including officers, is listed on our website at www.libertybeiltelecom.com. This list of contact information includes the personal cell phone number of our CEO, Mr. Alexander. That policy, alone, makes it rarely necessary to involve officers of the company in customer resolution, as each member of the Liberty -Bell team understands this escalation chain clearly. We enjoy servicing the City of Fort Collins, and believe that their interests are best served by the dedicated team at Liberty -Bell. We sincerely hope to continue providing this service in the future.