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University of Wisconsin - Madison


REQUEST FOR PROPOSAL


THIS IS NOT AN ORDER




OFFICIAL SEALED
PROPOSAL NUMBER: 16-5669
NO PUBLIC OPENING
ISSUE DATE: 12/09/15
DUE DATE: 12/21/15 2:00 PM CST


AGENT: Bruce Riley
Questions regarding this proposal see Section 2.6
For Submittal Instructions & Proposal Response Format – see Sections 2.2 and 2.3.



Proposal prices and terms shall be firm for sixty (60) days from the date of proposal opening, unless otherwise specified in this Request for Proposal by the UW-Madison Purchasing Services.
If NO BID (check here) and return.

DESCRIPTION

Amendment #1 issued to: (1) add new Requirement (4.2.12) [Page 14]; (2) new cost proposal directions with updated Cost Proposal [Page 24]; (3) the DUE DATE has been EXTENDED to: December 21, 2015 @ 2:00 PM CST. We have enclosed a new return label for your convenience. Please replace the following pages reflecting the new DUE DATE: Pages 4 and 5 of 48; and (4) provide answers to questions received from proposers.
If this amendment is not signed and returned, your proposal may be disqualified.
All other terms and conditions remain the same. Please revise and submit your proposal accordingly. .

In signing this proposal, we have read and fully understand and agree to all terms, conditions and specifications and acknowledge that the UW-Madison Purchasing Services proposal document on file shall be the controlling document for any resulting contract. We certify that we have not, either directly or indirectly, entered into any contract or participated in any collusion or otherwise taken any action in restraint of free competition; that no attempt has been made to induce any other person or firm to submit or not to submit a proposal; that this proposal has been independently arrived at without collusion with any other proposer, competitor or potential competitor; that this proposal has not been knowingly disclosed prior to the opening of proposals to any other proposer or competitor; that the above stated statement is accurate under penalty of perjury. I certify that the information I have provided in this proposal is true and I understand that any false, misleading or missing information may disqualify the proposal.
By submitting a proposal, the proposer certifies that no relationship exists between the proposer and the University that interferes with fair competition or is a Conflict of Interest, and no relationship exists between such proposer and another person or firm that constitutes a Conflict of Interest. Further, proposer certifies that no employee of the University whose duties relate to this request for proposal assisted the proposer in preparing the proposal in any way other than in his or her official capacity and scope of employment.
The Proposer certifies by submission of the proposal that neither it nor its principals is presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this transaction by any federal department or agency.

COMPANY NAME:

COMPANY STREET ADDRESS:

COMPANY CITY, STATE & ZIP:

SIGNATURE: DATE :

TYPE OR PRINT NAME:

TITLE:

TELEPHONE NUMBER: ( ) FAX NUMBER: ( )

EMAIL ADDRESS:

FEIN NUMBER: DUNS #:



UNIVERSITY OF WISCONSIN PROPOSAL NO.: 16-5669

MADISON, WISCONSIN 53715-1218 AMENDMENT #1 PAGE 4 OF 48
Section #2: Preparing and Submitting a Proposal

2.1 Applicable Dates





Date
November 24, 2015

December 4, 2015 - 2:00 PM CST

December 7, 2015

December 21, 2015 - 2:00 PM CST


Event
Date of Issue of the RFP

Written questions due

Answers to Questions Sent to Proposers (Estimated)

RFP Due Date (Local Madison Time)



2.2 Submittal Instructions
PROPOSALS MUST BE DELIVERED TO:

Purchasing Services, 21 N. Park Street, Suite 6101, Madison, WI 53715-1218.

NUMBER OF COPIES TO BE SUBMITTED:

Seven (7) hard copies of the completed proposals, including the signed original, may be mailed, delivered by Proposer, or by a third-party/courier service in a sealed envelope or package with the RFP number on the outside.   One (1) CD/DVD/Flash Drive copies of the proposal must also be submitted.  Proposals must be received and date/time stamped prior to 2:00 p.m. CST on the stated proposal due date. Proposals not so date/time stamped shall be considered late.  Late proposals shall be rejected. 
RETAIN A COPY OF YOUR BID RESPONSE FOR YOUR FILES
If hand delivering to Purchasing Services, please come to the 6th Floor Reception Desk in Suite 6101 and call 608-262-1526 for assistance.
Proposals may be dropped off at Purchasing Services, 21 N. Park Street, Suite 6101, Madison, WI 53715-1218, between the hours of 7:00 AM and 4:00 PM prior to the due date and time.
FAXED RESPONSES WILL NOT BE ACCEPTED.
If e-mailing, the University will accept completed proposals e-mailed to bids@bussvc.wisc.edu, provided they are date/time stamped prior to 2:00 p.m. CST on the stated proposal due date. The number of copies indicated above must be mailed or hand delivered to Purchasing Services, 21 N. Park Street, Suite 6101, Madison, WI 53715-1218 by 2:00 p.m. CST on the next business day following stated proposal due date.
Submitting a proposal to any other e-mail address than bids@bussvc.wisc.edu does not constitute receipt of a valid proposal by Purchasing Services.  Proof of transmission doesn't constitute proof of receipt.  E-mail submissions must be a scanned copy of the document with ACTUAL signatures and initials (not typed or electronic signatures), or those pages that require signatures and/or initials must be signed and returned via fax (608-262-4467) and should be received prior to 2:00 p.m. CST on the stated due date.

UNIVERSITY OF WISCONSIN PROPOSAL NO.: 16-5669

MADISON, WISCONSIN 53715-1218 AMENDMENT #1 PAGE 5 OF 48


VENDOR NOTE: FOR THE PURPOSES OF THE RETURN ADDRESS LABEL, IF THE ADDRESS IS THE SAME AS YOU LISTED ON THE REQUEST FOR PROPOSAL FORM – YOU DO NOT NEED TO FILL OUT THE RETURN ADDRESS LABEL.
RETURN ADDRESS LABEL:
Below is a label that can be taped to the outside of your sealed proposal response. If returning your proposal response by mail or in person, please fill out the information and tape to the outside of your proposal package.


PROPOSAL

NUMBER: 16-5669

DUE DATE: 12/21/15 TIME: 2:00 PM CST
SHIP FROM:
VENDOR NAME HERE: ______________________________________

ADDRESS: ________________________________________________

________________________________________________

________________________________________________


SHIP TO:
UNIVERSITY OF WISCONSIN-MADISON

PURCHASING SERVICES

21 N PARK ST, SUITE 6101

MADISON, WI 53715-1218


2.3 Proposal Response Format

Proposals should be typed and submitted on 8.5 by 11 inch paper and bound securely. The response should be organized and presented in the following order. Each section should be separated by tabs or otherwise clearly marked. The contents within each tab should reference the section or attachment number assigned in the RFP. Failure to submit as indicated may disqualify your proposal.
Tab 1:

  • Request for Proposal form signed by an authorized representative of proposing company - Cover Page.

  • Vendor Information Form, Attachment A.

  • Client Reference List, Attachment C.


Tab 2: Responses to specifications in Section 4. – Specifications (Sections 4.1 – 4.10).
Tab 3: Cost Proposal, Attachment B.
Tab 4: Other

RETAIN A COPY OF YOUR PROPOSAL RESPONSE FOR YOUR FILES

2.4 Incurring Costs


The State of Wisconsin is not liable for any cost incurred by proposers in replying to this RFP.

2.5 Oral Presentations, Product Demonstrations and Proposer Location Site Visits (Pre Award)


The University, at its sole discretion, may require oral presentations, product demonstrations, access to a software test site, and/or proposer location site visits to validate information submitted with the proposals. Failure of a proposer to conduct a presentation on the date scheduled or allow an on-site/proposer site visit may result in rejection of the proposal. These events cannot be used as an opportunity to alter proposals submitted.
UNIVERSITY OF WISCONSIN PROPOSAL NO.: 16-5669

MADISON, WISCONSIN 53715-1218 AMENDMENT #1 PAGE 14 OF 48
Section #4: Requirements and Specifications
Requirements that include the word "must" or "shall” describe a mandatory requirement. Failure to meet a mandatory requirement MAY disqualify your Proposal.
4.1 Purchased Services – USA Requirement

The State of Wisconsin requires purchased contractual services to be performed in the United States.  Some exceptions apply, including procurements subject to the conditions of the World Trade Organization Government Procurement Agreement (WTOGPA) and those listed in (Wis. Stats. 16.705 (1r). Subject to these exceptions, Contractor warrants that the services provided to the University under this contract will be performed in the United States. The inability to perform required services in the United States shall be grounds for disqualifying your proposal for this contract.
4.2 Company History, Road Map, and Practices (119 Points)
4.2.1 Describe the current ownership of your organization including structure, high level organization chart, and total number of employees.
4.2.2 Describe the history of the solution, including use in large higher education environments. Include recent acquisition information and a listing of major releases and their features.
4.2.3 Has this solution been implemented on an enterprise basis successfully at other higher education institutions of comparable size and complexity? Please provide three examples with reference contacts.
4.2.4 Provide a high-level roadmap briefly describing planned enhancements, new features, or changes in architecture to your solution over the next two years.
4.2.5 The University is testing on-premises Microsoft Skype for Business Enterprise Voice as a VoIP solution. Describe how your solution integrates with and/or is certified to work with Skype for Business. Describe any other platforms that your solution is certified to work with and supports.
4.2.6 Explain whether your solution is dependent upon any particular EUC's.
4.2.7 Describe how your organization manages the relationship with Microsoft or other EUC platforms. List any partnerships, designations, or certifications. How do you integrate EUC platform vendors' new releases with your product?
4.2.8 How do you license your product? Is it based on concurrent users, total users? Do you separate out licensing based on agents handling of various types of communication?
4.2.9 Describe your solution's ability to manage license counts.
4.2.10 Describe your solution's scalability. Describe the largest deployment of your solution.
4.2.11 What hosting options do you provide? On-premise, cloud, hybrid? For on-premise deployments, what are your technical and hardware requirements? How do those requirements change as the product scales?
4.2.12 How do you license for Redundancy with an on-premises failover instance of the proposed solution; and for a Test Environment for on-premises combined dev/test instance(s) of the proposed solution?. Or, how do you license for vendor or cloud-hosted equivalent proposed solutions for Redundancy and Test Environment for combined dev/test instance(s)? Please note: (1) The Test Environment is intended for patch and update system testing only, and no active users would be assigned; (2) Licensing information for the Test Environment should indicate if failover redundancy testing can be accomplished with the proposed solution.

UNIVERSITY OF WISCONSIN PROPOSAL NO.: 16-5669

MADISON, WISCONSIN 53715-1218 AMENDMENT #1 PAGE 24 OF 48

ATTACHMENT B – COST PROPOSAL

PRICING INSTRUCTIONS

Provide pricing for the proposed Call Center Management Solution for the various quantities listed on Attachment B: Cost Proposal Sheets.


  • If your solution would be hosted on-premises at the University (Award Category 1), complete Cost Proposal Attachment B1.

  • If your solution is vendor or cloud-hosted (Award Category 2), complete Cost Proposal Attachment B2.

  • If you offer both on-premises and vendor-hosted solutions, complete both Cost Proposal Attachments B1 and B2.

  • If your licensing model is different than the quantity levels requested, please provide pricing for your licensing model on Attachments B1 or B2.



Additional Items or Modules:

Proposers must also clearly provide pricing information for all different items where the University may incur additional costs. Proposer should provide detailed descriptions indicating when these additional charges would occur. They should indicate a unit for measure for each item and identify any set-up and recurring costs.
Proposers must clearly provide licensing information and any pricing information necessary for: Redundancy with an on-premises failover instance of the proposed solution; and Test Environment for on-premises combined dev/test instance(s) of the proposed solution. Licensing and pricing information must also be provided for any vendor or cloud-hosted equivalent proposed solutions for Redundancy and Test Environment for combined dev/test instance(s). Please note: (1) The Test Environment is intended for patch and update system testing only, and no active users would be assigned; (2) Licensing information and any pricing information necessary for the Test Environment should indicate if failover redundancy testing can be accomplished with the proposed solution.  
Proposers must also clearly provide pricing information for all different items where the University may incur additional costs. Proposer should provide detailed descriptions indicating when these additional charges would occur. They should indicate a unit for measure for each item and identify any set-up and recurring costs.
Implementation, Other Consulting, and Training Services:

Proposer should provide a price list of all Consulting and Training options that may be purchased through this Contract. Consulting Services should be provided as an hourly rate for each different type of resource. Training should be provided as a daily rate or course rate for both on-site at the University and at contractor’s chosen site. This information should include all expenses. If there are additional travel expenses they will be reimbursed at State of Wisconsin Travel rates, subject to University approval.
Other Related Products and Services:

Provide pricing information along with a detailed description of any other related products or services that may be required to implement or enhance the Call Center Management Software Solution. This should be reflected as a discount off list with yearly maintenance cost identified. All maintenance purchases will be prorated to the fixed contract term on a yearly basis. Any additional items will be accepted at the University’s sole discretion.
Click here for amended Attachment B: Cost Proposal Sheets
To access the Cost Proposal Sheets – place your cursor over the link and hit the CONTROL key. Wait for the “hand” and click.

AMENDMENT #1

QUESTIONS AND ANSWERS FOR 16-5669

(CALL CENTER MANGEMENT SOLUTION)


Q1: The pricing pages for Proposal NO: 16-5669 for CALL CENTER MANAGEMENT SOLUTION, appear to be incorrect. The pricing sheets reference "Continuing Education Student Evaluation.”
A1: The updated directions and corrected Cost Proposal Sheets are provided as part of this Amendment.
Q2: Are you looking for a call center solution to integrate with an existing telephone system or to replace the entire solution that is in place today?
A2: We are replacing our legacy solutions with an EUC solution and we are looking for a call center solution to integrate with the EUC solution.




Q3: I do not see specific items that you’re asking for pricing on, such as number of lines/PRIs, telephone sets, agents, voice mailboxes, etc.  What exactly should pricing be provided for.
A3: The corrected Cost Proposal Sheets are provided as part of this Amendment.

This RFP is for a call center management solution only. Describe the pricing for all of the elements necessary for your solution on the Cost Proposal Sheet.
Q4: The RFP indicates that the University is looking to add to your existing phone system, is the University open to replacing the current system if the solution meets all of the requirements set forth in the RFP?

A4: We are replacing the current Centrex system, but that is not the purpose of this RFP. This RFP is seeking a call center management software solution.
Q5: The RFP indicates you are looking at Skype for Business, is the University open to looking at other platforms (not Skype for Business)?
A5: At this point the preference is a call center management software solution that will integrate with Skype for Business, which is moving to production.
Q6: How many actual contact center agent seats are being requested?

A6: Please refer to the corrected Cost Proposal Sheets included with this Amendment. We are requesting pricing at several quantity levels for evaluation purposes, with no commitment to buy any specific quantity.
Q7: Is it possible to get an extension to offer a complete response?
A7: The RFP due date is extended through this Amendment to December 21, 2015, at 2:00 pm.
Q8: The scope of the request for proposal to provide a 3rd party solution with deep contact center functionality tightly integrating to either Skype for Business and Cisco unified communication systems is clearly stated.  It is also clear that the proposed solution will be expected to scale to the stated quantities 15,000 and 25,000 contact center users.  The stated quantities of 15,000 and 25,000 contact center users seem extremely high even creating a centralized virtual contact center system wide at the University of Wisconsin.  Are the stated quantities referencing the total EUC users eligible to communicate with the contact center solution (IVR, Omni Channel ACD)?  Or, is the intent to request licensing for 15,000 to 25,000 contact center agents?
A8: The stated quantities refer to total EUC users. The total number of contact center agents, while variable, will be much smaller. See Cost Proposal Sheet for proposed potential concurrent user quantities.
Q9: Section 1.1: Please clarify the duration and potential success of the pilot from the on-premise Microsoft Skype for Business pilot.

A9: The pilot is ongoing. The University will consider all qualified solutions.
-2-
Q10: Section 1.1: Who is the vendor working on the Pilot for Skype for Business?

A10: This information is not applicable for a proposer to respond to the RFP. The University will consider all qualified solutions.
Q11: Section 1.1: Clarify the Cisco infrastructure in place.

A11: This information is not applicable for Call Center Management Solution Software. This RFP is for a call center solution for EUC only.

Q12: Section 1.1: Clarify the phones/end points in use for the current infrastructure and the Skype for Business pilot.

A12: This information is not applicable to Call Center Management Solution Software. This RFP is for a call center solution for EUC only. Indicate if your solution has any limitations regarding specific phones /end points.

Q13: Section 1.1: Please clarify “next phase of the project” in regards to:

A13: To be determined.

Q14: Section 1.1: Define the number of call center agents in:

  • DoIT Help Desk, DoIT Tech Store, Other UW-Madison Units

  • How many total call center agents does the University currently have?


A14: See the Cost Proposal Sheets to indicate pricing for targeted concurrent users.
Q15: Section 1.1: How many call center agents (including any supervisors or team leads) will provisioned for and train for each of the following media types: calls, IM’s, video, social media.

A15: See the Cost Proposal Sheets to indicate pricing for targeted concurrent users.
Q16: How many call center supervisors will provisioned and trained?  How many of those supervisors were included in the count of call center agents?

A16: See the Cost Proposal Sheets to indicate pricing for targeted concurrent users. Describe your pricing model and indicate price variations for different roles.

Q17: Section 1.1: How many, if any, non-call center agents will provisioned and trained?

A17: See the Cost Proposal Sheets to indicate pricing for targeted concurrent users. Describe your pricing model and indicate price variations for different roles.

Q18: What is the current call volume of the contact center (day, month, busy hour)?

A18: We have multiple contact centers. The DoIT Help Desk receives approximately 300 calls per day, with a max day seeing 800 calls. Our busiest hour this year was ~70 calls per hour. These numbers will likely change.

Q19: Organization of contact center(s):

Total number of agents?

Total number of supervisors?

Total number of administrators?

Total number of business users that will need access to one or more of the follow:

Contact center reports, contact center administration capabilities, contact center agent features?

A19: To be determined. Specify pricing for targeted quantity levels, pricing variations for different roles, and all other pricing information on the Cost Proposal Sheets.
-3-
Q20: Contact Routing Requirements/Details:

Service Level Objectives Required?

Required types of priority contacts (high, medium, low)?

A20: Yes, we will need to meet Service Level Objectives and we would need to be able to prioritize contacts. Indicate in your response if your solution has any requirements or limitations regarding Service Level Objectives or prioritizing contacts.

Q21: Skill Based Routing Requirements:  Service, product, language, etc.? Number of queues?
A21: Yes, we need to be able to route based on menu selection, skills, and queue volume.

Q22: How many call center supervisors will provisioned and trained?  How many of those supervisors were included in the count of call center agents?

A22: See the Cost Proposal Sheet to indicate pricing for targeted concurrent users. Describe your pricing model and if there are pricing variations for different roles.

Q23: Channel requirements: Channels (web chat, social media, SMS, video, fax, email, etc.) used upon cutover date? Total number of agents per channel (ex. 5 email agents, 10 web chat, 50 call-only)?

A23: See the Cost Proposal Sheet to indicate pricing for targeted concurrent users. Describe your pricing model and if there are pricing variations for different channels.

Q24: Current infrastructure:

Does UW Madison have appropriate infrastructure in place for required telephony applications? (I.e. gateways, firewalls, QoS, servers (virtual/physical along with internal resources for ongoing maintenance and changes and/or blueprint for managed services), hardware (such as hardphones, softphone resources (ex. laptop computer), appropriate agent compute for CTI?
A24: This RFP is for a call center solution for EUC only. Indicate in your response if your solution has any requirements or limitations regarding specific infrastructure.

Q25: Outbound Requirements:

Does the contact center run outbound campaigns?

Calls per day (day, month, busy hour)?

Is inbound-outbound integration required?

Are there required outbound channels besides voice (i.e. Web Chat, Email, etc.)?

Are there needs for automated (self-service) outbound campaigns?
A25: Not currently, however, you may indicate in your response if your solution has any requirements or limitations regarding outgoing campaigns.

Q26: Agent Desktop Requirements: 

Telephony Controls?

Agent Controls?

CTI?

Displayed Metrics?

Presence?

Customer History?

Thin- or thick-client?

What OS are agents using today?

What web browser are agents using today?

A26: Describe in your RFP response your agent desktop features, capabilities, and any limitations.
-4-
Q27: Administrative requirements: Does administration need to be presented in a GUI format suitable for business (non-technical) users, or will IT make moves/adds/changes?

A27: Describe in your RFP response your administrative features, capabilities, and any limitations.
Q28: Remote Agent Requirements:

Number of agents working from remote sites?

Number of agents working from home?

If remote workers required as part of solution: do the users features differ from office agents? ((softphone, hard-phone (VPN or wireless), desktop, computer, computer access VPNs, etc.))

A28: Describe in your RFP response your remote agent features, capabilities, and any limitations.

Q29: Supervisor Requirements: What agent management tools are needed? Desktop requirements?

A29: Describe in your RFP response your agent management features, capabilities, and any limitations.

Q30: Reporting/analytics:

Identify any and all mandatory reports that the system must provide (ex. Average Handle Time). Are there any business objectives that influence/will influence reporting? What are the requirements for providing report statistics to contact center manager/director/C-level?

Interface to external systems:  Data export needs

A30: Describe in your RFP response your reporting and analytics features, capabilities, and any limitations.

Q31: Self- Service requirements (IVR):

Application scripts (current call-flow diagram (auto-attendant or other), along with future (envisioned) call-flow diagram)
Speech needs:

Preferred partner (i.e. Nuance, LumenVox, etc.)

TTS?

ASR?

How many speech-enabled applications?

Interface to what applications/database sources (ex. Salesforce.com)?

Mobile IVR requirements?

Call-back requirements?

Number of IVR administrators?

Preferred programming language of IVR?

Calls self-served:

Average application handle-time?

Presumed percentage of calls to be self-served?
A31: Describe in your RFP response your IVR features, capabilities, and any limitations.
Q32: CTI Requirements:

Intelligent Routing other than skill assignment?

Screen Pop(s)?

Is the system integrating with a CRM system? If so, what CRM system(s)?

Is the system integrating with any other 3rd party database(s)? If so, what database(s) (ex. Oracle)? Is the database ODBC compliant?
A32: Describe in your RFP response your Computer Telephony Integration (CTI) features and capabilities (if any), and any limitations.
-5-

Q33: WFM/WFO requirements:

Time, attendance, scheduling, and forecasting requirements?

E-learning and agent coaching?

Career succession?

HR admin?

QMS?

Speech analytics?

Surveys and customer feedback?

Fraud prevention?
Recording:

On demand (100%, compliance, random, on demand, etc.) call recording?

Screen recording?

On demand, random, 100%, other percentage, etc.
A33: Describe in your RFP response your Workforce Management/Workforce Optimization (WFM/WFO), recording, and any other features, capabilities, and limitations.

Q34: Skype for Business Environment Questions - Core architecture

Is SfB core infrastructure virtual, physical, or both (Front Ends, Directors, Backends, Edge, Mediation servers)? Please provide hardware specifications or virtual allocations including resource reservations.
A34: This RFP is for a call center solution for EUC only. Describe in your RFP response the infrastructure requirements for your solution.

Q35: Skype for Business Environment Questions - Edge Architecture

A35: This RFP is for a call center solution for EUC only. Describe in your RFP response the infrastructure requirements for your solution.

Q36: Skype for Business Environment Questions - Exchange Architecture

What version(s) of Exchange is/are deployed?

How many of each server are deployed?
A36: This RFP is for a call center solution for EUC only. Describe in your RFP response the infrastructure requirements for your solution.
Q37: What version(s) of Skype for business clients are required to be supported?

Windows (Lync 2010, 2013, Skype for Business, Metro/Modern)

Macintosh

Mobile

iOS

Windows Phone

Android

A37: This RFP is for a call center solution for EUC only. Describe in your RFP response the infrastructure requirements for your solution.
-6-
Q38: Business Continuity

What are SLA requirements (uptime) for core (front end pool) SfB infrastructure?

What are SLA requirements (uptime) for SfB voice infrastructure?

What are SLA requirements (uptime) for contact center infrastructure?

What are SLA requirements (uptime) for SfB Edge infrastructure?

A38: This RFP is for a call center solution for EUC only. Describe in your RFP response the business continuity SLAs options and pricing for your solution.

Q39: Performance validation. Has the Lync Stress and Performance Tool been run to validate system performance under full load? If so what were the results?

A39: This information is not applicable for Call Center Management Solution Software. This RFP is for a call center solution for EUC only.

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