VoIP System Replacement Greenville Transit Department

Location:	Michigan
Posted:	Sep 30, 2025
Due:	Nov 25, 2025
Agency:	City of Greenville
Type of Government:	State & Local
Category:	89 - Subsistence (Food)
Publication URL:	To access bid details, please log in.

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Request for Proposals

VoIP System Replacement

Proposal Due November 25, 2025

Contents

1. INTRODUCTION ...................................................................................................................... 3

2. ORGANIZATIONAL BACKGROUND.................................................................................... 3

3. CURRENT SYSTEM & SERVICES/FUTURE PLANS........................................................... 3

3.1 KEY OBJECTIVES & REQUIREMENTS.......................................................................... 4

4. PROPOSAL KEY EVENTS & DATES TABLE....................................................................... 5

5. VENDOR QUESTIONS............................................................................................................. 6

6. RESPONSE REQUIREMENTS................................................................................................. 6

7. EVALUATION CRITERIA ....................................................................................................... 8

8. ADDITIONAL INFORMATION............................................................................................... 9

City of Greenville RFP for VoIP System Replacement

1. INTRODUCTION

The City of Greenville initiates this RFP to invite proposals for modernizing our

communication systems. The City of Greenville is inviting proposals for the

implementation of a cloud-based and hybrid Voice over Internet Protocol (VoIP) solution

to modernize our existing telephone infrastructure. We aim to harness the latest in

telecommunication technologies to bolster communication capabilities, enhance

operational efficiency, and support our commitment to providing superior services to both

the community and our workforce. This project seeks a versatile system that delivers

flexibility, scalability, and a comprehensive feature set, ensuring our telecommunications

infrastructure remains robust, reliable, and capable of addressing both immediate and

future requirements.

A copy of this RFP, addendum's, supplemental response materials, and responses

to vendor RFP questions will be posted to the city’s website https://greenvillemi.org.

All information provided by the City of Greenville in this RFP is offered in good faith. The

City of Greenville makes no certification that any item is without error. The City of

Greenville is not responsible or liable for any use of the information or for any claims

asserted therefrom. Any changes and/or addenda to this RFP will be posted

on www.greenvillemi.org under the bids tab.

2. ORGANIZATIONAL BACKGROUND

The City of Greenville, situated in Montcalm County, Michigan, serves a community of

roughly 9,000 residents. The city offers comprehensive services ranging from

Administrative, Public Safety, Public Services, Community and Recreation Center, Public

Transit, and Wastewater Treatment Plant.

3. CURRENT SYSTEM & SERVICES/FUTURE PLANS

This RFP seeks proposals for the replacement of the City's existing NEC SV9100 VoIP

system with innovative solutions that leverage the latest in telecommunications

technology.

The City has identified four (4) main reasons to move from the current system to a Unified

Communications system: Continuity of Operations, Mobility, Cost, and Functionality. We

are seeking a business partner that can help the City of Greenville meet these needs by

providing a reliable and cost-effective solution.

Basis for change

A. First, the current system provides for little redundancy, no continuity of operations,

nor disaster recovery. Should the City be left without functioning data centers after

the wake of a natural or other disaster, we would have no means of communicating

with our residents or business partners. By moving to a Cloud-Hosted/Cloud

Managed Solution or Hybrid Solution, City staff can continue to make and receive

calls from anywhere with an internet connection.

City of Greenville RFP for VoIP System Replacement

B. Second, the City wishes to provide a mobile workforce. Our system does not

provide mobile phone applications, nor can handsets be used outside of the City’s

network hard-wired desk phone. The City wishes to provide users with the ability

to make and receive calls using smartphone applications, softphones, and

handsets using any available internet connection without requiring a VPN or relying

on City infrastructure.

C. Third, current telephone hardware is obsolete and no longer in production, making

it difficult to find parts, establish connections, and troubleshoot.

D. Finally, the current VoIP system lacks features that the City has identified as a

business need. Additional features such as Fax to Email, Call Recording, AI,SMS,

and Office 365 Integration would be invaluable to City operations.

DEPARTMENT

City Hall

Main Lines Ext VM Only Conference

Public Safety

Public Works

Transit

Recreation/Community Center

Wastewater Treatment Plant

City Council

3.1 KEY OBJECTIVES & REQUIREMENTS

A. Cloud-Based and Hybrid Infrastructure: Proposals should detail solutions that are

fully hosted in the cloud or offer a hybrid model that intelligently combines cloud-

based services with on-premises hardware. This approach should facilitate

seamless remote management, offer scalability, and provide the flexibility to

optimize performance and reliability according to specific operational needs.

B. Unified Communications: The solution should strengthen our communication

capabilities without duplicating existing services. Given that the city already utilizes

video conferencing platforms, the proposed system should focus on enhancing

voice communications, instant messaging, and email integration, while offering

optional integration with Microsoft Teams for a cohesive communication

environment. The emphasis should be on streamlining internal and external

communications, improving collaboration, and ensuring seamless connectivity

among employees, without the need for additional video conferencing capabilities.

C. Mobile Integration: Full functionality must be extended to mobile devices to enable

employees to stay connected and maintain productivity from any location.

D. Reliability and Redundancy: The proposed solution must offer high reliability and

built-in redundancy to maintain communication capabilities during emergencies or

City of Greenville RFP for VoIP System Replacement

outages, especially in our Public Safety & Transit department. It should include

failover features that ensure uninterrupted service.

E. Integration Capabilities: Demonstrate the ability to integrate seamlessly with our

existing IT infrastructure, including email platforms (e.g., Microsoft Exchange) and

other business applications, to enhance workflow automation and efficiency.

F. Scalability: The system must easily scale up or down to accommodate the evolving

needs of the city, from adding new users to integrating new functionalities without

significant disruptions or overhead costs.

G. Advanced Features: Provide advanced telephone features such as auto-attendant,

voicemail-to-email transcription, call forwarding, call recording, call queuing, and

customizable call routing to support diverse departmental needs.

H. Security and Compliance: Adhere to industry-standard security protocols to protect

sensitive information and ensure compliance with relevant regulations and

standards.

I. Training and Support: Offer comprehensive training for IT staff and end-users to

ensure smooth adoption and ongoing support to address any issues that may

arise.

J. Cost-Effectiveness: Present a cost-effective solution that demonstrates value

through a clear pricing structure, low total cost of ownership, and minimal upfront

investment.

4. PROPOSAL KEY EVENTS & DATES TABLE

EVENT

Requests for Proposals Issued

Last day Vendor questions accepted

Responses to Vendor Questions

Proposal Due Date

Award of Project

Implementation and Project Completion

DATE

Friday October 3, 2025

Friday October 31, 2025

Friday November 7, 2025

Tuesday November 25, 2025

Tuesday December 2, 2025

TBD

City of Greenville RFP for VoIP System Replacement

This is the opportunity summary page. It provides an overview of this opportunity and a preview of the attached documentation.

Project	Bid/Proposal	Bid Opening Date & Time	bid Tab
VoIP System Replacement Greenville Transit Department	Proposal Packe t	Bids Due: November 25, 2025, at 2:00 pm Zoom Meeting Link https://us02web.zoom.us/j/8821090714 Meeting ID: 882 109 0714 Join By Phone 1-312-626-6799 US (Chicago)	Bid Tab