Cloud-Based Customer Portal Data and Voice Managed Service

The agency is seeking proposals from a qualified managed service provider to deliver a cloud-based customer portal, connectivity, network management, and voice services. The requested connectivity solution must include fully redundant primary and secondary circuits for each agency location. The primary connection must be a dedicated, non-shared 1 Gbps symmetrical fiber internet service, while the secondary failover connection must use a different carrier and provide at least 200 x 200 Mbps without data caps or throttling.

The voice services component includes modernization of the agency’s communications environment by migrating to Microsoft Teams Voice and replacing its existing SIP trunking infrastructure. The agency currently maintains 200 Direct Inward Dial numbers at each site, and the transition must be completed with zero downtime and uninterrupted call continuity. The proposed solution should integrate natively with the Microsoft Teams client and include a unified Teams Voice calling plan delivered through Direct Routing.

The provider must also supply a fully managed SD-WAN solution, such as VMware, Velocloud, or equivalent, along with 24/7/365 NOC-based technical support, dedicated account management, and proactive network monitoring. The cloud-based customer portal must provide real-time network visibility, performance dashboards, trouble ticket management, and proactive alerting, supported by a toll-free support line. Monthly usage and performance reports for each location are required, including bandwidth utilization, uptime statistics, and incident summaries.

The anticipated contract term is one year. Questions are due by May 22, 2026.