1. Introduction
This Request for Information (“RFI”) is issued by Ornge for the purposes of gathering information about the marketplace in order to assist in the determination of future purchasing options or requirements. Respondents are asked to respond to Ornge and provide the information requested below.
Ornge is a family of companies incorporated federally. Ornge provides air and land ambulance services under an agreement with the Ontario Ministry of Health. Additional information about Ornge is available at: www.ornge.ca.
2. RFI Timetable
Issue Date of RFIDecember 30, 2020
Deadline for QuestionsJanuary 15, 2021 @ 14:00 Eastern Standard Time
Deadline for AddendaJanuary 22, 2021
Submission DeadlineJanuary 29, 2021 @ 14:00 Eastern Standard Time
The RFI timetable is tentative. It may be changed by Ornge at any time, and Ornge may choose to waive or extend the Deadline for Questions, Deadline for Addenda and/or the Submission Deadline.
3. Background
Ornge is a family of companies, some incorporated federally and others in the Province of Ontario. Ornge provides air and land ambulance services under an agreement with the Ministry of Health. Included in the functions of Ornge are the roles inherent in the procurement, maintenance, dispatch, staffing, and operation of a fleet of fixed wing and rotor wing aircraft. The medical teams provide services aboard aircraft and vehicles staffed with highly trained paramedics and pilots. Further, Ornge has a small fleet of critical care land ambulances, offering services at specific locations around the province. Ornge has more than 600 employees, including paramedics, paediatric transport paramedics, pilots, aircraft maintenance engineers, transport medicine physicians, and a team of educators and researchers. Please visit our website at www.ornge.ca for additional information about the organization.
4. Minimum Requirements
SectionArea of ScopeRequirementExample of Business Problem
1.01ContentRecording capability of following systems:
Cisco phone lines, radios, VOIP cell phones, PSRN systems
2.01Recording CapabilityTime bound limitations to access recordingsReal time access to recording
Historical access to recording
2.02Recording CapabilityRecording Redundancy
(2 Lines + alternate location)Recording required 24/7, with a backup recording system as a redundant system.
In addition, recording required for an alternate and backup facility.
2.03Recording CapabilitySound Quality
(To be defined)(To be defined)
3.01Record Keeping & MaintenanceRecord RetentionHow long can records be kept and accessible via the vendors system
3.02Record Keeping & MaintenanceAbility to transfer/transition existing call recordings to Vendors system, and to access those recordsAbility to import previous recordings from VP to the new system.
Access of those recordings
4.01Software FunctionalityVoice to Text (speech to text)Ability to write the speech to text, including the ability to accurate record complex medical terminology
4.02Software FunctionalityIntegrate with 3rd party software in order to:
-label calls to unique IDs from 3rd party software
-attach or link recordings to unique records in 3rd party software
4.03Software FunctionalityAbility to search for records via user/caller detail, and to display call detail in search parameters.
Search by:
- UserID
- Extension
- Called number / calling number
- Text (from Voice)
- Phone numbers displayed in full and not truncated
- Queue
- TBD: ticket/flight number
4.04Software FunctionalityAbility to organize calls and records into folders or flagged records.
Control Access to these folders by user groupManagers can see folder 1, investigators can see folder 2, etc.
Ability to add directories/labels from bases
4.05Software FunctionalityAbility to playback (or read back if speech to text is available)
5.01Accessibility User Access limitations & permissions (for IT or admin)
Access controls on who can listen to or open the recordings and who can see the record title of the recording
5.02AccessibilityDedicated serversA dedicated server, and access only to that server to investigations staff
5.03AccessibilityDownload capabilityAccess controls on who can download recordings and in what format
5.04AccessibilitySharing capability Format that recordings can be shared in
access controls on who can receive recordings and who can see the record title of the recording
workflows on how the recordings can be shared
6.01PrivacyWillingness to provide or conduct:
- Privacy Impact Assessment (PIA)
- Threat and Risk Assessment (TRA)
- other similar audit (such as SOC 2 Type II audit)
6.02PrivacyVendor designated privacy representative?
6.03PrivacyVendor ability to provide agreements that it will always identify and describe the purposes behind its collect, use and disclosure of PHI
6.04PrivacyVendor safeguards that protect PHI
6.05PrivacyPrivacy breach handling proceduresIn the event of a privacy breach, has the vendor identified and described its processes for reporting any such breach to the Company?
6.06PrivacyIn relation to section 3.01, what capabilities does the vendor provide to safeguard retained historical or archived records Has the vendor identified and described its processes around retaining records of PHI in its possession?
6.07PrivacyVendor compliance to storing and maintaining PHI records solely in Canada.
No access to these records from outside of CanadaHas the vendor committed to ensuring that PHI will be stored solely in Canada, with no PHI being accessed from or transmitted to any other countries?
6.08PrivacyAccess audit log compliant with s. 10.1 of PHIPA
6.09PrivacyEncryption process with respect to any PHI that is in transit or stored on mobile or portable devices (if applicable)
6.10PrivacyVendor training program for employees and contractors regarding privacy and security awarenessCan the vendor agree to comply with Ornge’s privacy and security policies in place now or as modified in the future?
6.11PrivacyPrivacy policy pertaining to Ornge user access credentials Does the vendor have a process whereby the vendor and all resources confirm that none of them will share or disclose any access credentials?
Other minimum IT related requirements:
Key features
- Robust and mature technology
- Highly reliable and redundant options ranging from internal, component-level redundancy of each recording server to external redundancy via Rollover and Failover
- Compatible with Cisco CUCM and UCCX
- Able to record simultaneous call of incoming, outbound, and transfer
- Easy to read metadata including time stamp, ANI, DNIS,
- Easy to maintain and manage
- Able to ingest previous VPI recording natively
- Support standard codecs G.729 and G.711
- Support multiple PBX systems
- Port based licensing
- Able to record analog and radio channels
- Roll-based access, granular permission system
- Integration with MS AD/AZURE AD
- Detail Audit log for all accesses
- Able to export single/multiple voice recordings with detail metadata
- Able to record individual extension
- Recording based on schedule
- Back up, archive, retention
- Single management/Monitoring/Notification/alerts
Additional desired features:
- Back end/Front End separation
- Synchronization of records
- Single Portal for administration and recordings access
- Single management/Monitoring/Notification/alerts
5. Deliverables
Ornge requires respondents of VPI solution providers to demonstrate their proposed VPI capabilities and specifications through written proposals. Vendors may be invited to demonstrate their VPI solution to the Ornge project team during the review of proposals.
6. Estimated Pricing
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- For budgeting purposes, please provide the following:
- Base price, specifying the period the price is valid for;
- Price including all applicable taxes and duties. Details on any additional fees;
- List and describe any other pricing for goods or services reflected in the Response which is not covered above (i.e. flat software fee, hourly system support rates, user or license or usage based pricing, feature based pricing etc.).
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- Savings Opportunities:
- Describe any commitments or solutions to lowering the overall costs year over year;
- Describe the cost drivers, in particular those that Ornge could have an opportunity to reduce (i.e. volume discounts, process improvement opportunities, multiyear service contracts);
7. Submission Instructions
Respondents must submit their submission by the Submission Deadline in Section 2. RFI Time Table. Submissions must be submitted through either the MERX Electronic Bid Submission (EBS) System, the electronic tendering systems used by Ornge or by email to the RFI Contact below.
www.MERX.com
For assistance in using MERX, please contact MERX directly at 1-800-964-MERX or visit the MERX website at www.merx.com.
Uploading large documents may take significant time, depending on file size and internet connection speed. It is strongly recommended that proponents review the MERX EBS instructions well in advance of the Submission Deadline and allow sufficient time before the Submission Deadline to upload documents and finalize their submissions. Respondents making submissions near the deadline do so at their own risk. The determination of whether the submission is delivered by the Submission Deadline shall be based on the electronic time and date stamp generated by the MERX EBS System server, whether or not accurate.
Respondents will receive an email confirmation receipt with a unique confirmation number upon finalizing their submissions.
Respondents must submit one electronic copy of their submission in the format specified on MERX.
Proponents may amend their submission prior to the Submission Deadline by modifying or deleting and re-submitting their submission through the MERX EBS System in accordance with the instructions on the MERX website.
Enquiries in connection with this RFI may be sent to the following address and to the attention of the following RFI Contact:
Name: Ranveer Dhillon Email: rdhillon@ornge.ca
Respondents should direct any questions on this RFI process through the Q&A section of the MERX EBS System or to the RFI Contact above.
Submissions should include a completed and signed Respondent Submission Form (Appendix A) that acknowledges, among other things, that this RFI and any respondent submissions will not create a legal relationship or obligation regarding the procurement of any good or service.
