06926Y0366-Maintenance and Support of Ribbon Hardware/Software

This solicitation is being made pursuant to the M/WBE Noncompetitive Small Purchase Method, Section 3-08 of the New York City Procurement Policy (PBB) Rules, this procurement is exclusively for the City Certified Minority and Woman Owned Business (M/WBEs).
The Department of Social Services (DSS)/New York City Human Resources Administration (HRA) is a governmental agency dedicated to fighting poverty and income inequality by providing New Yorkers in need with essential benefits such as cash assistance, food assistance, public health insurance, emergency rental assistance, and other aid and services. As the largest local social services agency in the country, HRA helps over 3 million New Yorkers annually through the administration of more than 12 major public assistance programs, with more than 14,000 employees and an operating budget of $9.7 billion.
The Department of Social Services (DSS) is DSS/ITS is requesting Maintenance and Support of Ribbon Hardware/Software. This solution replaced the end-of-life technology that was previously in use. The software continues to unify a common phone number and utilize new technological capabilities that improves the speed and ease for DSS clients to access the necessary information. The software supports Contact Center as a Service (CcaaS). With this system, DSS continues to have the latest and most secure Contact Center and will not have to worry about upgrading the software including doing routine security or vulnerability patches. Since the environment is hosted by the Contact Center provider, DSS will have access to the latest technology at any time.
Additionally, Ribbon SBC is the hardware which connects the agency telecom to the public domain using Verizon SIP trunks. This equipment is critical for the agency telephone and rightfax services to be up and running. Any outage of this equipment will result in disruption of agency phone calls, voice mail and right fax services. This service is strictly to gate keep agency telephone calls and right fax services
Vendors will have access to all documents as well as proposal instructions of how to submit responses through PASSPort.
The bid closes on Wednesday, December 03, 2025 at 4:00 PM. Please submit your proposals by both acknowledging the receipt of the RFx in the Acknowledgement tab and completing your response in the Manage Responses tab. Vendor resources and materials can be found at the link below under the Finding and Responding to RFx heading. If you need additional assistance with PASSPort, please contact the MOCS Service Desk. Link: https://www1.nyc.gov/site/mocs/systems/passport-user-materials.page