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Request for Proposal (RFP) Number: 001
Submission Date: February 18, 2026
Black Creek Community Health Centre
Request for Proposal (RFP)
for Phone System Upgrade

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IMPORTANT DATES
Issue Date of RFP February 18, 2026
Deadline for Proponent Questions March 4, 2026
Responses to Questions March 6, 2026
Bid Submission Date March 23, 2026
Notification of Preferred Proponent & Contract Award Date April 6, 2026
PART 1 – GENERAL INSTRUCTIONS
1.1 INVITATION TO PROPONENTS
This Request for Proposal (the “RFP”) is issued by Black Creek Community Health Centre (“BCCHC”) and
invites prospective Proponents to submit proposals to:
• Assess the design and performance of the existing phone system.
• Work with the BCCHC team to confirm the business requirements for upgrading the phone
system
• Design an integrated system that will meet the requirements
• Source components for the phone system design
• Implement solution and test to ensure it meets performance requirements
• Troubleshoot the end-to-end phone system to address issues in operation
• Monitor, replace and configure hardware and devices.
• Provide support for the end-to-end maintenance of the system for reliability, scalability, and
security
This Request for Proposal (RFP) document sets out the requirements for the Proponent’s proposal and
specifies the evaluation criteria and Proponent selection process for this phase. The Proponent must
be able to demonstrate a thorough understanding of the requirements. The objective in issuing this
RFP is to obtain the best overall value, considering quality, service, cost and other relevant factors.
1.2 CANADIAN UNITED STATES MEXICO AGREEMENT (2020)
Proponents should note that procurements falling within the scope of the United States-MexicoCanada Agreement (2020) are subject to all relevant chapters therein but that the rights and
obligations of the parties shall be governed by the specific terms of each particular tender call. For
further reference please see the Canadian United States Mexico Agreement (2020) website at
https://www.international.gc.ca/trade-commerce/trade-agreements-accords-commerciaux/agracc/cusma-aceum/index.aspx?lang=eng
1.3 TERMS AND CONDITIONS
1.3.1 Terms of Agreement
The Term of this Agreement shall commence upon the contract award date, orsuch date as may
be agreed between the parties. The Agreement shall consist of:

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• an Implementation Phase, commencing upon contract award and ending upon formal
system acceptance by BCCHC; and
• an Operational Support Phase of five (5) years following system acceptance.
BCCHC reserves the option to renew the Operational Support Phase for up to two (2)
additional one-year terms under mutually agreed pricing and conditions.
Proponents shall provide pricing that covers the full initial five-year Operational Support Phase.
1.3.2 Proponent Responsibility
All proposals are irrevocable after the official closing time. In the event the selected Proponent
fails to accept the contract award, BCCHC reserves the right to accept the next qualified bid or
any bid which meets the Request for Proposal specifications.
Proposals received by BCCHC after the date and exact time specified may not be considered. It
is the responsibility of Proponents to allow sufficient time to ensure delivery of their proposals
to the designated location prior to the stipulated closing time and date.
All information required in the procurement forms must be provided to constitute a responsive
(valid) bid.
1.3.3 Queries during the RFP
The Proponent will base their proposal on BCCHC RFP documents. It is the responsibility of the
Proponent to obtain clarification of any terms, conditions or technical requirements contained
in the RFP.
Respondents shall promptly examine all the documents comprising this RFP and (a) shall
report any errors, omissions, or ambiguities and (b) may direct questions or seek additional
information in writing by e-mail on or before the Deadline for Questions to BCCHC’s RFP
Coordinator Contact –Raj Thanaraj – Manager, Information Technology. BCCHC is under no
obligation to provide additional information but may do so at its sole discretion. It is the
responsibility of the respondent to seek clarification from BCCHC’s the R F P
C o o r d i n a t o r Contact on any matter it considers to be unclear. BCCHC shall not be
responsible for any misunderstanding on the part of the respondent concerning this RFP or its
process.
Respondents and their representatives may not contact individuals employed or engaged by
any member of BCCHC, other than the BCCHCs R FP Co o r d i n at o r Contact, concerning
matters regarding this RFP. Only information received by the BCCHC’s RFP Coordinator
Contact will be considered in the RFP process. All such communications must be in writing,
via email ) Any respondent that does not follow these instructions may
be disqualified.
1.3.4 Amendments to the RFP
This RFP may be amended only by an addendum in accordance with this section. The answer
to all questions or requests will be responded to by an addendum which will be issued to all
Proponents. If BCCHC, for any reason, determines that it is necessary to provide additional
information relating to this RFP, such information will be communicated to all respondents
by way of addenda through email. Each addendum shall form an integral part of this RFP.

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Respondents are responsible for obtaining all addenda issued by BCCHC.
1.4 EVALUATION OF PROPOSALS
Incomplete proposals, namely those that fail to comply substantially with the Mandatory
Requirements, Specifications, and Specific Terms and Conditions, will be eliminated from
further consideration in the evaluation process.
Proponent proposals will be evaluated based on the criteria outlined in Section 3.1 as per weight
values indicated in the Evaluation Overview.
BCCHC reserves the right to request clarifications and/or confirmations from any or all
Proponents regarding any aspect of the proposal. In the event such clarifications and/or
confirmations are requested, the BCCHC’s RFP Coordinator Contact will make the request. The
request for clarification and/or confirmation will be directed to the individual named as the
Proponent’s contact in their proposal. A written response to each such communication is
required from the Proponent. Reference checks may be done to complete the evaluation.
1.5 ACCEPTANCE OF PROPOSALS AND SELECTION
BCCHC reserves the right to select based solely on its assessment.
BCCHC reserves the right to award a contract or contracts in whole or in part.
BCCHC reserves the right not to accept the LOWEST or ANY proposal submitted.
1.6 PROPOSAL PREPARATION COST
All costs incurred in the preparation and presentation of the Proponent’s proposal shall be the
sole responsibility of the Proponent. All supporting documentation and manuals, if applicable,
submitted with the proposal, will become the property of BCCHC unless requested otherwise
by the Proponent at the time of submission.
1.7 PROPONENT’S CONFIDENTIAL INFORMATION
Material submitted by any Proponent that is to be considered as confidential must be clearly
marked as such.
1.8 DEBRIEFING
Respondents may request a debriefing after receipt of a notification of award. All requests must
be made in writing to the BCCHC’s RFP Coordinator Contact and must be made within sixty
(60) days of notification of award. The intent of the debriefing information session is to aid the
respondent in presenting a better response in subsequent procurement opportunities. The
debriefing will include an outline of the reasons the proposal was not successful, making
reference to the evaluation criteria. The confidentiality of information relating to all other
proposals will be protected. Any debriefing provided is not for the purpose of providing an
opportunity to challenge the procurement process.

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1.9 CONTRACT OBLIGATIONS
Upon acceptance of a proposal, or any part thereof, either by the issuance of an official order,
or otherwise, the Proponent(s) shall, if requested, execute and enter into a formal contract
that is satisfactory to BCCHC including appropriate protections for the legitimate interests of
BCCHC such as, but not limited to, warranties respecting performance, to properly secure the
resulting contract, and to embody indemnity and related provisions that are deemed to be
required to protect BCCHC .
1.10 FINAL CONTRACT – CHANGES, DELETIONS AND ADDITIONS
On completion of the evaluation process, a Proponent may be selected with whom discussions
will be undertaken to refine the details of the contract for all or portions of a proposal chosen
by BCCHC. Discussions may take the form of adding, deleting, or modifying certain
requirements based on the response to the procurement document with appropriate
adjustments.
BCCHC reserves the right to negotiate price and work schedule amendments with the successful
Proponent.
If it appears that the timely signing will not take place because of non-acceptance of BCCHC’s
terms and conditions, or through the need for extensive legal review to assess suggested terms,
BCCHC reserves the right to award the contract to the next most-qualified Proponent or to
otherwise terminate the selection process.
Modifications required after execution of the contract will be governed as prescribed in Section
1.11 hereunder.
 1.11 CHANGES
BCCHC, without invalidating the contract, may make changes by altering, adding to, or
deducting from the work, the contract sum being adjusted accordingly. All such work shall be
executed under the conditions of the original contract. Such change order shall not be
regarded to imply an extension of the time for completion, unless specifically stipulated in the
change notice. No change shall be made unless in pursuance of a written order from BCCHC
and no claim for an addition to the contract sum shall be valid unless so stipulated in the
change notice.
The value of any change notice shall be determined as follows:
i. Quotations submitted in response to the change notice to the Contract shall be fully
detailed, itemizing all components required to facilitate the change. Supporting
documents and estimates shall be available to BCCHC upon request.
ii. The value of all changes shall be agreed in advance by BCCHC and the
Proponent on a firm price basis.
 1.12 CONFLICT OF INTEREST

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During the term of this Agreement, the Proponent shall not undertake or engage in any work
for another client that could reasonably result in a conflict of interest. Any conflicts that arise
or become apparent during the term ofthe Agreementshall be immediately disclosed to BCCHC,
in order for BCCHC to determine the most appropriate course of action.
Determination of the existence of a conflict of interest shall be the decision of BCCHC, acting
not unreasonably, and such decision shall be final.
1.13 GUARANTIES/WARRANTIES
Proponent hereby covenants and agrees:
(i) The Proponent is fully registered and qualified to conduct business in Canada, and to
carry out its present business and operations and the terms of this Agreement;
(ii) Proponents and subcontracted service providers are required to hold the requisite
certificates and authorizations for practicing their trade in the province of Ontario. By
virtue of making a submission, the Proponent certifies that the Proponent has
satisfied itself that complies with these requirements. The Proponent acknowledges
that BCCHC has the right to verify any information in respect of Item.1.3.14(ii) after
contract award and that false, erroneous, or inadequate certification may require
that the Proponent provide substitute personnel, at the Proponent’s own expense,
for the approval of BCCHC;
(iii) To diligently perform the work and services to which this Agreement applies in a good,
skilled and ethical manner and to a high standard of professional competence in
accordance with the Specifications, Instructions and General Contract Terms and
Conditions of the procurement document under which the contract is awarded;
(iv) To save BCCHC, its agents or employees, harmless from liability of any kind, for the use
of any composition, secret process, invention, article or appliance furnished or used in
performance of the contract of which the Proponent is not the patentee, assignee or
licensee;
(v) To comply with all laws, ordinances, rules and regulations bearing upon the conduct of
the work as described herein, or affecting the employees or agents of the Proponent,
and the Proponent shall indemnify and save harmless BCCHC against any violation
thereof;
(vi) To promptly notify BCCHC, in writing, who shall make any or all necessary adjustments
to the terms of this contract, should the Proponent observe at any time during the
performance of its obligations and work of this contract, that the terms thereof are at
variance with any such laws, ordinances and regulations governing the work;
(vii) To give all notices and comply with all by-laws and regulations as identified by BCCHC.
1.14 SAFETY AND LIABILITY

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(i) Health and Safety
While performing its obligations under this contract, the Proponent's employees, staff,
and agents shall comply with the Occupational Health and Safety Act, Revised Statutes
of Ontario, 1990, Chapter 0.1, and all relevant Regulations, as amended from time to
time, as well as any safety practices required by BCCHC.
(ii) Liability
The Proponent shall indemnify and hold harmless BCCHC from all loss, damages, or
liability which may result from any accident to any of its employees, agents, or any other
person (including employees, agents or representatives of BCCHC) by reason of any
negligence, willful act or omission to act by any employee, agent, or those for whom the
Proponent is in law responsible, whether on BCCHC’s premises or otherwise. This
indemnity by the Proponent shall include any additional assessments, which the
Workplace Safety and Insurance Board may assess/apply to BCCHC because of any
accident involving the Proponent, its employees, staff, or agents, or those for whom the
Proponent is in law responsible.
The Proponent shall indemnify BCCHC from any suits, claims, causes of actions, costs or
damages incurred by reason of any negligence, willful act or omission of the Proponent,
its employees, staff, or agents, or those for whom the Proponent is in law responsible,
and any costs of preparing for and attending any hearing, and any legal fees involved in
obtaining the services of expert witnesses.
(iii) Insurance
The Proponent represents and warrants that it has, and shall maintain for the term of the
Agreement, at its own cost and expense, with insurers having a secure AM Best rating of
B+ or greater, or the equivalent, all the necessary and appropriate insurance that a
prudent person carrying out projects similar to the Project would maintain, including
commercial general liability insurance on an occurrence basis for third party bodily injury,
personal injury and property damage, to an inclusive limit of not less than five million
dollars ($5,000,000) per occurrence. The policy shall include the following:
(a) BCCHC as additional insured with respect to liability arising in the course of
performance of the Proponent obligations under, or otherwise in connection
with, the agreement;
(b) A cross-liability clause;
(c) Contractual liability coverage; and
(d) A 30-day written notice of cancellation, termination, or material change.
(iv) Proof of Insurance.
If requested by BCCHC or designate, the Proponent shall provide certificate of insurance (or
other proof as may be requested), that confirms the insurance coverage as provided for in
(iii) above. Upon the request of BCCHC, the Proponent shall make available a copy of the
insurance policy.

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1.15 PRIVACY
1.15.1 Privacy
The successful candidate (Proponent) must comply with any applicable privacy legislation and
with BCCHC’s privacy policies and practices.
1.15.2 Unauthorized Access
The Proponentshall immediately notify BCCHC if Confidential Information it handles on BCCHC’s
behalf is stolen, lost, accessed by unauthorized persons, or collected, used, or disclosed
inappropriately.
In particular, the Proponent shall immediately notify BCCHC if Personal Health Information it
handles on BCCHC’s behalf is stolen, lost, accessed by unauthorized persons, or collected, used,
or disclosed inappropriately.
1.16 INTELLECTUAL PROPERTY
1.16.1 BCCHC Intellectual Property
The Proponent agrees that all Intellectual Property and every other right, title and interest
in and to all concepts, techniques, ideas, information and materials, however recorded,
(including images and data) provided by BCCHC to the Proponent shall remain the sole
property of BCCHC at all times.
1.16.2 No Restrictive Material in the Deliverables
The Proponent shall not incorporate into any Deliverables anything that would restrict the
right of the BCCHC or of any client to modify, further develop or otherwise use the Deliverables
in any way that BCCHC deems necessary, or that would prevent BCCHC or any other client
from entering into any contract with any contractor other than the Proponent for the
modification, further development of or other use of the Deliverables.

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1.16.3 BCCHC May Prescribe Further Compliance
BCCHC reserves the right to prescribe the specific way the Proponent shall perform its
obligations relating to this Article.
1.16.4 Survival
The obligations contained in this Article shall survive the termination or expiry of the
Contract.
1.17 FREEDOM OF INFORMATION
All proposals and associated information submitted to BCCHC shall become the property of BCCHC and
shall be subject to Freedom of Information legislation.
1.18 CONTRACT DOCUMENTS AND ORDER OF PRECEDENCE:
The contract shall consist of the following documents and, in the event of a conflict between them, the
order of precedence, notwithstanding the chronological order in which they are issued or executed,
shall be as follows:
i. The executed Agreement/Purchase Order;
ii. Addenda to the RFP and any subsequent negotiated changes;
iii. Request for Proposal Document and all attachments; and
iv. The Proponent’s proposal.
1.19 GOVERNING LAW
The obligations of the parties and resolutions of any disputes shall be governed by and construed in
accordance with the laws of the Province of Ontario and the federal laws of Canada both as to
interpretation and performance and shall be treated, in all respects, as an Ontario contract. The
parties shall be subject to the exclusive jurisdiction of the Courts of Ontario.

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PART 2 – PROJECT DESCRIPTION AND DELIVERABLES
2.1 ORGANIZATION DESCRIPTION
BCCHC is a non-profit registered charity, community-based health organization committed to
improving the health of community members, particularly those at risk of poverty and
discrimination. Our multi-disciplinary approach includes the provision of primary health, community
development, advocacy, and innovative partnerships with other organizations. BCCHC focuses on the
needs of adults, youth, families, children and individuals living in the North West Toronto catchment.
BCCHC is a multi-funded agency; its major funder is the Ministry of Health and Long-Term Care
(MOHLTC), with payments flowing through the Ontario Health (OH). It also has other grants and
funding from the Federal, Provincial and Municipal governments as well as partner organizations
2.2 PROJECT BACKGROUND
In 2017, BCCHC implemented the Bell Total Connect cloud-based PBX system under a five-year
contract that expired in 2022 and has not been renewed. Following a cybersecurity incident in 2024,
the organization has prioritized strengthening its security posture and stabilizing its IT infrastructure
to restore staff confidence and ensure reliable operations.
As part of these stabilization efforts, BCCHC is seeking to replace its current phone system. The
existing system presents operational challenges, particularly at one location where infrastructure
limitations have required workarounds. Specifically, the site has only a single endpoint drop, leading
the current vendor to deploy a mixer to combine voice and data signals and a splitter to separate
them at the endpoint. Due to the age and limitations of this equipment, performance issues are
occurring, including instances where phones are incorrectly acquiring data IP addresses.
Ongoing support for the current system requires coordination among the managed service provider
(MSP) and multiple vendors responsible for various IT components. BCCHC requires a streamlined and
collaborative support model in which vendors can work effectively together to resolve issues without
the need for direct organizational intervention.
Accordingly, as part of its broader IT stabilization strategy, BCCHC is seeking to establish a new phone
services partnership that delivers high availability, reliability, and responsive support appropriate for a
healthcare service environment.
2.3 REQUIREMENTS, SCOPE, AND KEY DELIVERABLES
2.3.1 Scope of Engagement
The selected Proponent shall provide an end-to-end solution that includes:
1. Requirements validation and system design
2. Procurement and installation of hardware and software
3. Migration from the existing phone system

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4. User training and change management
5. Ongoing managed support and maintenance services
The engagement is intended to provide an innovative and scalable solution. The Proponent shall assume
responsibility for overall system performance and coordination with BCCHC’s Managed Service Provider
(MSP).
2.3.2 Current State
Background
Sheridan Configuration:
At the Sheridan site, each workstation is equipped with two dedicated cable drops—one for the data
network and one for the VoIP phone system.
• These drops are independently run lines back to the network closet.
• The network and phone systems operate on physically separate cabling paths, reducing the
chance of cross network-network interference.
• As a result, devices consistently receive the correct DHCP scope and default gateway for their
respective networks.
This represents a clean, standard deployment of VoIP and data infrastructure.
York Gate Configuration:
At York Gate, the physical network design differs significantly. Instead of separate cabling:
• The phone and network connections share a single physical cable run to each desk.
• At the network closet, these cables are combined using network “blenders” (essentially passive
splitters or couplers).
• At each desk, the combined line is then re-separated into two ports using inline splitters—one
for the phone and one for the computer.
This approach relies heavily on the proper functioning of the blenders and splitters to keep the phone
VLAN and data VLAN isolated over a shared cable pair.
Issue Observed at York Gate:
Some of the blenders at York Gate are malfunctioning or failing to maintain pair separation.
As a result:
• Both the phone and the computer at affected desks receive the same physical connection and
network path.

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• This allows the VoIP phones to pick up an internal data-network DHCP lease instead of
the correct phone-system IP, which prevents the phones from registering with the PBX.
• The issue temporarily resolves only after restarting network hardware or the phone, because
the device reattempts DHCP, but the underlying cabling fault remains.
BCCHC Rules
The requirements, ultimate design and deployment of the phone system must align
with maintaining the business operations in privacy and confidentiality of clients’ personal health
information. This means that
1. The location of fax machines and printers should be such that PHI is protected
2. Access to applications with PHI should be managed by those individuals in the circle of care, who
should access the information as part of providing care.
3. Video conferencing used to conduct confidential sessions will need to be secure
BCCHC Current State Telephony Environment – There are 3 site locations
Sheridan York Gate The HUB
Number of users/extensions 58 35 13
Concurrent call volume - Outgoing 170694 96150 6105
Concurrent call volume - Incoming 161252 89699 1586
Internet bandwidth per site 100 Mbps 100 Mbps 100Mbps
Network architecture (VLANs, QoS,
redundancy)
Please see the Background explanation
Current hardware inventory Polycom VoIP
Phones – 60
Faxes - 6
Polycom VoIP
Phones – 35
Faxes - 1
Polycom VoIP
Phones – 13
Existing cabling limitations Separate voice and
data drops at the
end point.
One end point drop –
Current design uses
mixers and splitters
at the endpoint
Separate voice and
data drops at the end
point.
MSP responsibilities vs vendor
responsibilities
The MSP contract does not include telephony. They monitor all
other areas in the network and need to understand how systems
are integrated into the IT infrastructure

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High Level Mandatory Business Requirements
1. Current Environment Assessment
Based on the BCCHC current network and telephony environment. Proponents shall include in their
proposal:
• a preliminary assessment of infrastructure assumptions,
• any additional information required to finalize system design,
• a description of risks associated with unknown infrastructure variables.
The selected Proponent shall conduct a formal site and infrastructure assessment during project
initiation.
2. Emergency Communication Capability
The system shall support the ability to deliver emergency broadcast messages to staff and designated
client groups via automated voice and/or SMS messaging.
Proponents shall describe:
• system capacity limits,
• delivery methods,
• privacy and security protections,
• integration options with external messaging platforms,
• any recurring carrier or usage fees.
3. Client Notification and Messaging
The system shall support configurable outbound messaging capabilities for appointment reminders
and operational notices.
Proponents shall specify:
• whether messaging is voice, SMS, or both,
• integration capabilities with scheduling systems,
• message customization options,
• reporting features,
• associated usage costs.
4. User Mobility and Device Portability
The system shall support user mobility features including:
• hot-desking or device login portability,
• softphone or mobile application access,
• remote call handling with presentation of BCCHC caller ID.
Proponents shall describe supported mobility features and any licensing requirements.
5. Bilingual (French) Service Requirements
The system shall support bilingual (English/French) operation including:
• configurable bilingual auto-attendants,
• recorded prompts in both languages,
• call routing rules to support French-language service delivery.
Proponents shall identify:
• system capabilities for bilingual configuration,
• translation responsibilities,
• operational limitations and recommended best practices.
6. System Availability and Service Levels

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The Proponent shall provide a service level agreement (SLA) guaranteeing minimum system availability
of 99.9% uptime during business hours, excluding scheduled maintenance.
Proposals shall include:
• defined maintenance windows,
• incident severity classifications,
• response and resolution time commitments,
• provisions for SLA failures.
7. Support Model and Vendor Collaboration
The Proponent shall collaborate with BCCHC’s Managed Service Provider (MSP) to support the
telephony environment.
Proposals shall include:
• a defined support model,
• escalation procedures,
• responsibility matrix (RACI),
• communication protocols,
• incident ownership definitions.
8. Implementation Schedule
BCCHC anticipates project completion within 90–120 days from contract award.
Proponents shall submit a detailed implementation plan including:
• milestones,
• resource assignments,
• migration strategy,
• testing procedures,
• training schedule,
• risk mitigation approach.
9. Reporting and Analytics
The system shall provide configurable reporting dashboards and exportable reports.
Proponents shall specify:
• available reporting metrics,
• data retention periods,
• export formats,
• real-time vs historical reporting capabilities.
10. Security and Privacy Compliance
The solution shall comply with applicable healthcare privacy and security standards.
Proponents shall describe:
• encryption methods (in transit and at rest),
• access controls and authentication,
• audit logging capabilities,
• data residency,
• relevant certifications,
• incident response procedures.
11. Migration and Transition Services
The Proponent shall provide a migration plan that includes:

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• number porting strategy,
• parallel system operation (if required),
• rollback procedures,
• user transition support,
• downtime minimization strategies.
12. System Acceptance
Final acceptance shall occur upon successful completion of agreed acceptance testing.
Proponents shall propose:
• acceptance criteria,
• performance benchmarks,
• testing methodology,
• documentation deliverables.
PART 3 – EVALUATION PROCESS: SUBMISSION INSTRUCTIONS, AND EVALUATION CRITERIA
Proponents’ proposals are to be based solely on the criteria described below and any
Amendments/Addenda issued thereto. Proponents are advised to present the requested information
clearly and concisely. The information should be relevant and given in context to this project with
demonstration of a clear understanding of BCCHC’s requirements. Failure to provide the requested
information may result in rejection of the proposal. Evaluations will be based on the criteria identified
in the balance of this section.
3.1 EVALUATION OVERVIEW
BCCHC will conduct the evaluation of proposals in the manner detailed below. All scores will be added
and, subject to satisfactory reference checks(including discovered and internal references, if any) and
the express and implied rights of BCCHC, the top candidates will be selected and invited for an
interview, if required. BCCHC reserves the right to adjust scores based on result of reference checks
and interview. The following table summarizes the evaluation process:
Scoring Component Weight as % of Combined
Rated score
Stage I – Mandatory Requirements Pass/Fail
Stage II – Written Rated
Evaluation
45%
Stage III – Oral Evaluation 15%
Stage III – Pricing Evaluation 40%
TOTAL 100 %
Details on the evaluation of submissions are as follows:
• Stage I will consist of a review to determine which submissions satisfy all of the mandatory
requirements. Those submissions that satisfy the mandatory requirements will proceed to
Stage II.
• Stage II will consist of a scoring based on the Written Rated Criteria.

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• Stage III will consist of scoring based on the Oral Rated Criteria for Proponents that are
successful in stage II.
• Stage IV will consist of evaluation of pricing, and subject to the Terms of Reference and
Governing Law, the top-ranked respondent as established under the evaluation will be
selected to enter into a contract for the provision of the Deliverables.
3.2 Stage 1 – Mandatory Submission Requirements (Pass/Fail)
Proposals that do not comply with the mandatory requirements including incomplete or late
submissions, will be subject to the express and implied rights of BCCHC, be disqualified and
not evaluated further.
3.2.1 All proposals must include (Mandatory Requirements):
1. Mandatory Response Submission Form (Appendix A)
2. Pricing Submission Form (Appendix B)
3. Conflict of Interest / Unfair Advantage Declaration (Appendix C), and
4. Reference Form (Appendix D)
With all forms completed and signed by the respondent where applicable.
Proposals that do not comply with all of the mandatory requirements including incomplete
or late submissions, will, subject to the express and implied rights of BCCHC, be disqualified
and not evaluated further.
3.3 Stage 2 – Written Rated Evaluation Criteria (45%)
Stage II will consist of a scoring by the Evaluation Team of each qualified Proposal based on the
Written Rated Requirements provided below. Proponents are advised to present the
requested information clearly and concisely. The information should be relevant and given in
context to this project proposal. Proponents should also note and provide details about any
part of their proposal that does not meet the stated requirements.
Proponents’ written proposal should demonstrate an understanding of the requirements by
describing how the Proponent will deliver the services in Section 2.3 of this RFP. This description
should include, but not be limited to, the following information:
• Proponent’s company profile
• Ability to show how the Proponent will meet Deliverables in Section 2.3.
• All relevant Avaya technical/professional certifications.
• Description of service packages that show how Proponent will meet service-level
requirements (e.g., remote services, on-site services, on-call services, etc.).
• Description of how Proponent will meet the implementation timeline in Section 2.3.
• Any unique value-add services that differentiates Proponent from competitors
• Experience completing work of similar scope and deliverables.
• Experience working with non-profit organizations.
• Experience working in environments where privacy and security are of utmost

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importance.
• Experience working with and/or around Personal Health Information or other sensitive
personal client information.
3.3.1 Additional Requirements and Value-Add Services
The proponent should provide information regarding the Service Level Agreements included
with their proposal including but not limited to.
• Response times
• Warranty periods
The Proponent should also identify if it is offering additional value-added services as part of
their proposed solution that is beyond the scope of the services outlined in this section and
Section 2. Proponents should note that all services must be included in Appendix B (Pricing Bid
Form). Proponents should also note and provide details about any part of their proposal that
does not meet any of the stated requirements. The evaluation of these differences is under
the sole discretion of the Evaluation Committee at BCCHC.
3.3.2 Evaluation Criteria
The above rated criteria will be scored as per below:
Evaluation Criteria Weight
Understanding of the Requirements 35%
Written Requirements 65%
Total Score 100%
3.4 Stage 3 – Oral Evaluation (15%)
BCCHC reserves the right to schedule interviews with the highest-ranking Proponents as an RFP
evaluation element. Pursuant to evaluation of the Proposals, and at the sole discretion of BCCHC, some
or all of the Proponents may be invited to attend an interview. The selected Proponents will first be
given time (specifics to be provided with the interview invite) to make a presentation to amplify their
written submissions. Following, there will be an interactive session during which the Evaluation
Committee members will present a series of questions, some of which will be common to all
Proponents, while others will be specific to each Proponent. At the conclusion of each interview the
Evaluation Committee will assess the interview with respect to focus, clarity, organization, team
chemistry and overall impact and thereby assign a consensus score.
Administrative arrangements for the interview are as follows:
• Interviews will be scheduled by BCCHC.
• Timeslots will be assigned by means of random selection and may include multiple interviews
taking place on the same date.
• Each Proponent will be allowed a maximum of 6 participants at the interview.
When notified of the interview schedule, Proponents will be asked to name the participants in
advance.

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3.5 Stage 4 – Pricing Evaluation (40%)
Pricing will be scored based on a relative pricing formula using the Total Fees price set out in the
Appendix B Pricing Submission Form. The pricing evaluation shall be scored based on a relative pricing
formula where each Proponent shall receive a percentage by dividing that Proponent’s total price into
the lowest bid total price. Proponents are to include all costs associated with their proposal including
a current schedule of rates and the perceived costs of service delivery based on the project plan and
team outlined herein. Proponents have the option to provide the breakdown of pricing applicable for
the solution. Please refer to Section 3.2.1 to ensure pricing is compliant to guidelines in the Pricing
Submission Form (Appendix B).
For Example:
Pricing Evaluation Example
Calculation
Price Bid score (Proposal “X”) =
(Lowest Total Price / Total Price for Proposal “X”) x 40, rounded up or down to the 4
th
decimal place.
Example Calculation
Two (2) Proposals have reached Stage III with the following total prices: P1: $1,000 P2: $2,000
The lowest Total Fees Price for the two (2) Proposals is $1,000 (i.e., P1).
The points awarded to each Proposal would be calculated in the manner set out below:
Proposal Total Fees Price Calculation Price Bid Score
P1 $1000 (1000/1000) x 40, rounded 40%
P2 $2000 (1000/2000) x 40, rounded 20%
Upon completion of the pricing evaluation, the score from the pricing stage will be added to the score
for the rated criteria for each qualified Proponent. The resultant highest total scoring qualified
Proponent will be selected as the successful Proponent
4.6 Tie-Breaker
In the event that there is a tie in the final scores, the Proponent with the highest score in the Stage II
(Written Rated Criteria) will be selected as the successful Proponent.
4.7 References
BCCHC reserves the right to contact any or all project references indicated in the Proponent’s submission
and to use this information in the evaluation and scoring of submissions.

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4.8 SUBMISSION INSTRUCTIONS
Proposals must be submitted by the following method:
(a) Email:
The Proponent mustsubmit one (1)signed proposal by an authorized representative in either Microsoft
Word or PDF format. Appendix B should be completed and submitted as a separate attachment.
RFP Coordinator Contact:
Raj Thanaraj
Manager – Information Technology BCCHC
RT

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APPENDIX A – RESPONSE SUBMISSION FORM
Respondent Information
Please fill out the following form, and name one person to be the contact for this RFP
response.
Full Legal Name of
Respondent:
Any Other Relevant Name
under Which the Respondent
Carries on Business:
Street Address:
City, Province/State:
Postal Code:
Phone Number:
Company Website (If Any):
RFP Contact Person and
Title:
RFP Contact Phone:
RFP Contact E-mail:
Please check:
I/We hereby acknowledge receipt of Addendum nos. through to inclusive.
I/We the undersigned, having carefully examined, understood and agreed with the Procurement
documents, specifications, and terms and conditions attached to and forming part of the Proposal,
hereby accept without change or reservation and agree to be bound by said Proposal for the BCCHC
“RFP Call” and all other works pertinent thereto.
I/We DECLARE that
1. No person, other than the one whose signature or the signature of proper officers and seal
is or are attached has any interest in this bid response or in the proposed contract;
2. the individuals executing this document on behalf of the Proponent are duly authorized
signing officers capable of binding the Proponent;
3. This proposal is made without any connection, knowledge, comparison of figures or
arrangements with any other person making a response for the same work and is in all
respects fair and without collusion or fraud;
4. no attempt has been made, nor will be made, to induce any other person to submit, or not
to submit, a proposal, for the purposes of restricting competition;

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5. the prices in this proposal have not been knowingly disclosed by the Proponent, and will not
knowingly be disclosed by the Proponent prior to award, directly or indirectly, to any other
Proponent or competitor;
6. no member of the existing Board or Officer of BCCHC, or any proposed member or Officer of BCCHC
is, or will become interested directly or indirectly in the performance of the contract, or in matters
to which it relates, or of any supplies to be used therein, or in any of the monies to be derived
therefrom;
7. the matters stated in this response are in all respects true;
8. I/We AGREE that this offer is to remain open for acceptance until the formal contract is executed
by the successful Proponent for the said deliverables or for a minimum period of sixty (60) days,
whichever event first occurs and that the BCCHC may at any time within that period, without notice,
accept this bid response whether or not any other proposal has been previously accepted;
9. I/We AGREE to any reasonable extension of the sixty (60) days offer validity period should an
extension become necessary;
10. I/We AGREE to supply all goods and services in accordance with all Terms and Conditions
and Specifications as provided in this procurement document; and
11. I/We AGREE to negotiate with the BCCHC any change in sums payable as included in the
Appendix B - Pricing Form, resulting from any additions and/or deletions.
Signature of Witness Signature of Respondent Representative
Name of Witness Name and Title
Date: I have authority to bind the respondent

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APPENDIX B – PRICING FORM
Proponents shall submit a separate copy (attachment) of their Pricing Form Proposal for the
required Deliverables. The Pricing Form shall be clearly marked as Appendix B – Pricing Form.
As outlined in this RFP, Proponents must include the cost to meet the required deliverables and
should provide a clear outline of costs(e.g. itemized list) for each of portion (e.g phones, training,
labour etc.) of their proposal.
Pricing must include all expenses, disbursements, payment terms and Harmonized Sales Tax (HST).

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APPENDIX C – CONFLICT OF INTEREST/UNFAIR ADVANTAGE DECLARATION
(To be completed and submitted with Proposal)
In order to be considered for a contract award, Proponents must submit the following statement and
information regarding conflict of interest:
I/We hereby certify that the preparation and submission of this response to Request for Proposal (RFP)
Phone System Upgrade by____________ _ (company name), its employees, agents and
advisors was done in the absence of any conflict of interest or unfair advantage of those so involved.
I/We further confirm that _____________ (company name) of has not knowingly hired or
retained the services of any employee or former employee of the BCCHC, where in doing so such employee
or former employee is in breach of a Conflict of Interest Policy or separation agreement.
Principals of Proponent
Name Address Telephone
Proposed Participants
Name Address Telephone
Dated at this day of _, 2026.
(Signed – Original Signature)
(Authorized Signing Officer - Print)
(Title)

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APPENDIX D – REFERENCES
CLIENT REFERENCES
Please provide details of three (3) references to whom you have provided similar services within the past
five (5) years and provide as much of the following information as possible for each client.
Reference 1:
Client’s name
Client’s address
Client Contact name
Contact’s title/function
Contact’s telephone number
Contact’s email
Type of service / project implemented
Brief description of project:
Reference 2:
Client’s name
Client’s address
Client Contact name
Contact’s title/function
Contact’s telephone number
Contact’s email
Type of service / project implemented
Brief description of project:
Reference 3:

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Client’s name
Client’s address
Client Contact name
Contact’s title/function
Contact’s telephone number
Contact’s email
Type of service / project implemented
Brief description of project: