The agency seeks a vendor to provide comprehensive phone system upgrade services. The selected provider will assess the design and performance of the current phone system, collaborate with agency staff to confirm requirements, and design an integrated solution tailored to those needs.

Responsibilities include sourcing appropriate system components, implementing and thoroughly testing the upgraded phone system to ensure it meets established performance benchmarks, and troubleshooting end-to-end operations. The vendor will also handle the monitoring, replacement, and configuration of related hardware and devices, providing ongoing support for maintenance, ensuring system reliability, scalability, and security.

Key system features must include support for emergency broadcast messaging (automated voice and/or SMS) to staff and designated groups, user mobility, and bilingual operation in English and French. The solution must comply with relevant healthcare privacy and security standards and be backed by a service level agreement guaranteeing at least 99.9% uptime during business hours (excluding scheduled maintenance).