NEXT GENERATION CUSTOMER PREMISE EQUIPMENT REFRESH

expired opportunity(Expired)
From: New Hampshire Department of Administrative Services(State)

Basic Details

started - 14 Apr, 2020 (about 4 years ago)

Start Date

14 Apr, 2020 (about 4 years ago)
due - 30 Apr, 2020 (about 3 years ago)

Due Date

30 Apr, 2020 (about 3 years ago)
Bid Notification

Type

Bid Notification

Identifier

N/A
Department of Administrative Services

Customer / Agency

Department of Administrative Services
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STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 1 of 110 New Hampshire Department of Information Technology RFP Cover Sheet Name of Agency/Division: Department of Safety/Division of Emergency Services and Communications Contract Number/Name: DESC RFP 2020-101/NG 9-1-1 CPE Refresh RFP Purpose: The Division of Emergency Services and Communications (DESC) is responsible for processing all 9-1-1 calls made in the State of New Hampshire. The Next Generation 9-1-1 Customer Premises Equipment (CPE) is a system and service agreement that handles all incoming 9-1-1 and administrative line calls into the Concord and Laconia Public Safety Answering Points (PSAP). It is recommended best practice that critical hardware be replaced at least every five years in order to meet 99.999% uptime requirements. The current vendor for this system provides system monitoring and Tier 2 and 3 technical support. The contract with the current
vendor ends February 2021. DOIT or Agency Funding Background Information: The Division of Emergency Services and Communications (DESC) is responsible for processing all 9-1-1 calls made in the State of New Hampshire. The Next Generation 9-1-1 Customer Premises Equipment (CPE) is a system and service agreement that handles all incoming 9-1-1 and administrative line calls into the Concord and Laconia Public Safety Answering Points (PSAP). The system is comprised of servers, workstations, monitors, and software licenses provided by SolaCom for their Guardian product. The solution provided by the current vendor has performed well. However, the warranty on the hardware as well as the software support on the program licensing expires at the end of the contract. It is imperative that the DESC enter into a contract that would replace and refresh all of the hardware in the current system, as well as continue to contract for software maintenance and Tier 2 and Tier 3 technical support. Special Concerns: Submitted By: Timothy Scott Current Date: 1/9/2020 Phone: 603-271-6911 Email: timothy.scott@dos.nh.gov STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 2 of 110 DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH RFP 2020-101 RFP ISSUED……………………………………………….……. March 10, 2020 VENDOR CONFERENCE………………………………………. March 25, 2020, 9:30 AM ET STATE POINT of CONTACT………………………………… Robert Lussier Robert.lussier@dos.nh.gov 603-271-6911 CONTRACT TYPE…………………………………………… Fixed Price PROPOSALS DUE………….………………………………… April 24, 2020, 2:30 PM STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 3 of 110 Table of Contents 1. INTRODUCTION ..................................................................................................................... 6 1.1 PROJECT OVERVIEW ............................................................................................................................. 6 1.2 CONTRACT AWARD .............................................................................................................................. 6 1.3 CONTRACT TERM .................................................................................................................................. 7 1.4 SUBCONTRACTORS ................................................................................................................................ 8 2. SCHEDULE OF EVENTS ............................................................................................................ 9 3. HARDWARE, SOFTWARE, REQUIREMENTS AND DELIVERABLES ............................................. 9 3.1 HARDWARE AND SOFTWARE ................................................................................................................. 9 3.2 REQUIREMENTS ...................................................................................................................................... 9 3.3 DELIVERABLES ...................................................................................................................................... 10 4. INSTRUCTIONS ..................................................................................................................... 10 4.1 PROPOSAL SUBMISSION, DEADLINE, AND LOCATION INSTRUCTIONS ................................................... 10 4.2 PROPOSAL INQUIRIES ........................................................................................................................... 11 4.3 VENDOR CONFERENCE ....................................................................................................................... 12 4.4 ALTERATION OF RFP ............................................................................................................................ 13 4.5 RFP ADDENDUM ................................................................................................................................. 13 4.6 NON-COLLUSION ................................................................................................................................ 13 4.7 VALIDITY OF PROPOSAL ...................................................................................................................... 13 4.8 PROPERTY OF THE STATE....................................................................................................................... 13 4.9 CONFIDENTIALITY OF A PROPOSAL ...................................................................................................... 14 4.10 PUBLIC DISCLOSURE ............................................................................................................................ 14 4.11 SECURITY.............................................................................................................................................. 14 4.12 NON-COMMITMENT ............................................................................................................................ 15 4.13 PROPOSAL PREPARATION COST.......................................................................................................... 15 4.14 ORAL PRESENTATIONS/INTERVIEWS AND DISCUSSION ......................................................................... 15 4.15 REQUIRED CONTRACT TERMS AND CONDITIONS ................................................................................ 15 4.16 PROPOSAL FORMAT ............................................................................................................................ 15 4.17 PROPOSAL ORGANIZATION................................................................................................................. 16 4.18 PROPOSAL CONTENT TECHNICAL PROPOSAL ..................................................................................... 16 5. PROPOSAL EVALUATION PROCESS ..................................................................................... 21 5.1 SCORING PROPOSALS ......................................................................................................................... 21 5.2 RIGHTS OF THE STATE IN EVALUATING PROPOSALS .............................................................................. 22 5.3 PLANNED EVALUATIONS ...................................................................................................................... 22 5.4 SCORING DETAIL ................................................................................................................................. 23 APPENDIX A: BACKGROUND INFORMATION ......................................................................... 27 A-1 DEPARTMENT OF SAFETY/DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS ................... 27 A-2 DESC INFORMATION TECHNOLOGY AND TECHNOLOGY STATUS ....................................................... 27 A-3 RELATED DOCUMENTS REQUIRED ........................................................................................................ 28 A-4 STATE PROJECT TEAM .......................................................................................................................... 28 APPENDIX B: MINIMUM STANDARDS FOR PROPOSAL CONSIDERATION ............................... 30 B-1 SUBMISSION REQUIREMENTS ................................................................................................................. 30 B-2 COMPLIANCE WITH SYSTEM REQUIREMENTS ........................................................................................ 30 STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 4 of 110 B-3 CURRENT USE OF VENDOR PROPOSED SOFTWARE – CURRENT IMPLEMENTED SITES OF VENDOR PROPOSED SOFTWARE ..................................................................................................................................... 30 B-4 VENDOR IMPLEMENTATION SERVICE EXPERIENCE................................................................................ 30 B-5 PROPOSED PROJECT TEAM ................................................................................................................. 30 APPENDIX C: SYSTEM REQUIREMENTS AND DELIVERABLES .................................................... 32 C-1 SCOPE OF WORK ............................................................................................................................ 32 C-2 REQUIREMENTS ................................................................................................................................ 37 C-3 DELIVERABLES .................................................................................................................................. 37 APPENDIX D: TOPICS FOR MANDATORY NARRATIVE RESPONSES ......................................... 38 D-1 PROPOSED SOFTWARE SOLUTION .............................................................................................. 39 D-2 TECHNICAL, SERVICES AND PROJECT MANAGEMENT EXPERIENCE ................................... 45 D-3 COMPATIBILITY WITH STATE PERSONNEL AND TRAINING ........................................................... 47 D-4 PROJECT EXECUTION ......................................................................................................................... 48 D-5 PROJECT MANAGEMENT COMPETENCE ........................................................................................ 50 D-6 ONGOING OPERATIONS ................................................................................................................... 51 APPENDIX E: STANDARDS FOR DESCRIBING VENDOR QUALIFICATIONS .............................. 53 E-1 REQUIRED INFORMATION ON CORPORATE QUALIFICATIONS .............................................................. 53 E-2 TEAM ORGANIZATION AND DESIGNATION OF KEY VENDOR STAFF ...................................................... 54 E-3 CANDIDATES FOR PROJECT MANAGER .............................................................................................. 55 E-4 CANDIDATES FOR KEY VENDOR STAFF ROLES ...................................................................................... 55 APPENDIX F: PRICING WORKSHEETS ....................................................................................... 56 F-1 DELIVERABLES PRICING WORKSHEET ................................................................................................... 56 F-2 PROPOSED VENDOR STAFF, RESOURCE HOURS AND RATES WORKSHEET ........................................... 56 F-3 FUTURE VENDOR RATES WORKSHEET ................................................................................................... 56 F-4 SOFTWARE LICENSING, MAINTENANCE, SUPPORT AND UPGRADES PRICING WORKSHEET ................. 56 APPENDIX G-1 TESTING REQUIREMENTS ................................................................................. 57 APPENDIX G-2: CERTIFICATES ................................................................................................ 66 A. CERTIFICATE OF GOOD STANDING ............................................................................................................ 66 B. CERTIFICATE OF AUTHORITY/VOTE ............................................................................................................. 66 H-25.1 STATE OF NH TERMS AND CONDITIONS AND CONTRACT REQUIREMENTS .......................................... 73 H-25.2 VENDOR RESPONSIBILITIES ................................................................................................................... 73 H-25.3 PROJECT BUDGET/PRICE LIMITATION ................................................................................................. 73 H-25.4 STATE CONTRACTS .............................................................................................................................. 73 H-25.5 VENDOR STAFF ................................................................................................................................... 73 H-25.6 WORK PLAN ....................................................................................................................................... 74 H-25.7 CHANGE ORDERS .............................................................................................................................. 75 H-25.8 DELIVERABLES ..................................................................................................................................... 75 H-25.9 LICENSES ............................................................................................................................................ 76 H-25.10 TESTING AND ACCEPTANCE ............................................................................................................ 77 H-25.11 WARRANTY ...................................................................................................................................... 78 H-25.12 ONGOING SOFTWARE MAINTENANCE AND SUPPORT LEVELS ......................................................... 80 H-25.13 ADMINISTRATIVE SPECIFICATIONS .................................................................................................... 83 H-25.14 PRICING........................................................................................................................................... 87 H-25.15 TERMINATION ................................................................................................................................... 89 H-25.16 LIMITATION OF LIABILITY ................................................................................................................... 91 H-25.17 CHANGE OF OWNERSHIP ................................................................................................................ 91 STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 5 of 110 H-25.18 ASSIGNMENT, DELEGATION AND SUBCONTRACTS .......................................................................... 91 H-25.19 DISPUTE RESOLUTION ....................................................................................................................... 92 H-25.20 VENUE AND JURISDICTION ............................................................................................................... 92 H-25.21 PROJECT HOLDBACK ...................................................................................................................... 92 H-25.22 ESCROW OF CODE ......................................................................................................................... 92 APPENDIX J- CURRENT SYSTEM INFORMATION ...................................................................... 93 J-1 CURRENT SYSTEM DIAGRAM ..................................................................................................................... 93 J-2 2018-2019 CALL DATA ........................................................................................................................... 94 J-3 CURRENT SYSTEM PARTS LIST ..................................................................................................................... 95 TERMS AND DEFINITIONS ....................................................................................................... 103 STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 6 of 110 1. INTRODUCTION The State of New Hampshire, acting through the Division of Emergency Services and Communications (DESC), is releasing this Request for Proposal (RFP) in order to refresh the Next Generation 9-1-1 Customer Premises Equipment (CPE) system and procure a new service agreement for handling all incoming 9-1-1 calls originating inside the State of New Hampshire as well as any administrative line calls into the Concord and Laconia Public Safety Answering Points (PSAP). 1.1 Project Overview The DESC is responsible for processing all 9-1-1 telephone calls and text messages made in the State of New Hampshire. The Next Generation 9-1-1 CPE is a system and service agreement that handles all incoming 9-1-1 and administrative line calls into the Concord and Laconia PSAPs. The current CPE is comprised of servers, workstations, monitors, peripheral devices and software licenses provided by SolaCom for their Guardian product. Guardian handles incoming calls, call distribution and call processing at an intelligent workstation level via the Guardian server call processing system. Additionally, Geo-Comm provides servers dedicated to pushing out GIS data and software to display mapping data at both PSAPs as well as each local dispatch center with a DESC workstation. Additionally, ECaTS provides a server and software for custom report generation based on information from the SolaCom Guardian servers. Lastly, the CPE also includes other incidental equipment such as PAC modules, Cisco switches, Border Control devices, FXO cards, large format display screens, and printers. The solution provided by the current vendor has performed well and the DESC would prefer to keep utilizing the current software. However, the warranty on the hardware as well as the software support on the program licensing expires at the end of the contract. It is recommended best practice that critical hardware be replaced at least every five years in order to meet 99.999% uptime requirements. Additionally, the DESC provides Tier 1 support while the current vendor for this system provides system monitoring and Tier 2 and 3 technical support. The DESC is looking for a vendor to replace all of the hardware, renew the SolaCom Software license maintenance agreement (or replace with new software), monitor the system and provide Tier 2 and Tier 3 technical support. 1.2 Contract Award The State plans to execute a Firm Fixed Price (FFP) Contract as a result of this RFP. If an award is made, it shall be made based upon evaluation of the submitted proposals in accordance with the review process outlined in Section 5 below. The award will be based upon criteria, standards, and weighting identified in this RFP. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 7 of 110 1.2.1 Non-Exclusive Contract Any resulting Contract from this RFP will be a non-exclusive Contract. The State reserves the right, at its discretion, to retain other Vendors to provide any of the Services or Deliverables identified under this procurement or make an award by item, part or portion of an item, group of items, or total Proposal. If a Contract is awarded, the Vendor must obtain written consent from the State before any public announcement or news release is issued pertaining to any Contract award. Such permission, at a minimum, will be dependent upon approval of the Contract by Governor and Executive Council of the State of New Hampshire. A Contract award is contingent on approval by the Governor and Executive Council. 1.3 Contract Term Time is of the essence in the performance of a Vendor’s obligations under the Contract. The Vendor shall be fully prepared to commence work by June 2020 after full execution of the Contract by the parties, and the receipt of required governmental approvals, including, but not limited to, Governor and Executive Council of the State of New Hampshire approval (“Effective Date”). The Vendor’s initial term will begin on the Effective Date and extend through June 2025. The term may be extended up to two (2) years (“Extended Term”) at the sole option of the State, subject to the parties’ prior written agreement on applicable fees for each extended term, up to but not beyond June 2027. Pricing for the optional Extended Term must be provided by the Vendor as part of the proposal. The Vendor shall commence work upon issuance of a Notice to Proceed by the State. The State does not require the Vendor to commence work prior to the Effective Date; however, if the Vendor commences work prior to the Effective Date and a Notice to Proceed, such work shall be performed at the sole risk of the Vendor. In the event that the Contract does not become effective, the State shall be under no obligation to pay the Vendor for any costs incurred or Services performed; however, if the Contract becomes effective, all costs incurred prior to the Effective Date shall be paid under the terms of the Contract. 1.3.1 Contract Negotiations and Unsuccessful Bidder Notice If a Vendor is selected, the State will notify the selected Vendor in writing of their selection and the State’s desire to enter into contract discussions. Until the State successfully completes discussions with the selected Vendor, all submitted Proposals remain eligible for selection by the State. In the event contract discussions are unsuccessful with the selected Vendor, the State reserves the right to open contract negotiations with the second highest scoring Vendor. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 8 of 110 In accordance with New Hampshire Statutes Chapter 21-G:37, no information shall be available to the public, the members of the general court or its staff, notwithstanding the provisions of RSA 91-A, concerning specific responses to this RFP. At the time of receipt of proposals, the Agency will post the number of responses received with no further information. No later than five (5) business days prior to submission of a contract to the Department of Administrative Services pursuant to this RFP, the Agency will post the name, rank or score of each proposer. In the event that the contract does not require Governor & Executive Council approval, the Agency shall disclose the rank or score of the Proposals at least 5 business days before final approval of the contract. 1.4 Subcontractors The Vendor shall identify all Subcontractors to be provided to deliver required Services subject to the terms and conditions of this RFP, including but not limited to, in Appendix H Section H-25: General Contract Requirements herein and Appendix H: State of New Hampshire Terms and Conditions of this RFP. The Vendor shall remain wholly responsible for performance of the entire Contract regardless of whether a Subcontractor is used. The State will consider the Vendor to be the sole point of contact with regard to all contractual matters, including payment of any and all charges resulting from any Contract. Remainder of this page intentionally left blank STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 9 of 110 2. SCHEDULE OF EVENTS The following table provides the Schedule of Events for this RFP through Governor and Council approval and Notice to Proceed. EVENT DATE TIME RFP released to Vendors (on or about) March 10, 2020 12:00 PM Vendor Inquiry Period begins (on or about) March11, 2020 8:30 AM Notification to the State of the number of representatives attending the (Optional) Vendor Conference March 17, 2020 4:00 PM (Optional) Vendor Conference; location identified in General Instructions, Section 4.3 March 25, 2020 9:30 AM Vendor Inquiry Period ends (final inquiries due) March 27, 2020 4:00 PM Final State responses to Vendor inquiries April 10, 2020 4:00 PM Final date for Proposal submission April 24, 2020 2:30 PM Invitations for oral presentations April 28, 2020 4:00 PM Vendor presentations/discussion sessions/interviews, if necessary May 12-13, 2020 TBD Anticipated Governor and Council approval August 6, 2020 TBD Anticipated Notice to Proceed August 7, 2020 TBD 3. HARDWARE, SOFTWARE, REQUIREMENTS AND DELIVERABLES 3.1 Hardware and Software Each Proposal must present Hardware and Software that can fully support the required functionality listed in Appendix C: System Requirements and Deliverables. 3.2 Requirements 3.2.1 Appendix B: Minimum standards for Proposal Consideration, compliance with System requirements, use of proposed COTS Software, Hardware, Vendor Implementation experience, and proposed Project Team. 3.2.2 Appendix C: System Requirements and Deliverables STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 10 of 110 3.2.3 Appendix D: Topics for Mandatory Narrative Responses for Hardware, Software, technical, Services and Project Management topics. 3.2.4 Appendix E: Standards for Describing Vendor Qualifications including Vendor corporate qualifications, team organization and key staff, Project Manager, and other key staff candidates’ qualifications. 3.3 Deliverables The State classifies Deliverables into three (3) categories: Written Deliverables, Hardware/Software Deliverables, and Non-Software Deliverables. Pricing and scheduling information requirements for these deliverables are provided in Appendix F: Pricing Worksheets. A set of required Deliverables as well as a list of Requirements for these Deliverables is detailed in Appendix C: System Requirements and Deliverables. Appendix D: Topics for Mandatory Narrative Responses solicits responses, which will expound on the Vendors’ understanding of the Implementation process, the manner of Service delivery and experience with similar projects related to the Hardware, Software, technical Services, and Project Management topics. 4. INSTRUCTIONS 4.1 Proposal Submission, Deadline, and Location Instructions Proposals submitted in response to this RFP must be received by the Department of Safety, no later than the time and date specified in Section 2: Schedule of Events. Proposals must be addressed to: State of New Hampshire Division of Emergency Services and Communications c/o Robert Lussier 110 Smokey Bear Blvd Concord, NH 03301 Cartons containing Proposals must be clearly marked as follows: STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS RESPONSE TO DESC RFP 2020-101 NG 9-1-1 CPE REFRESH Late submissions will not be accepted and will remain unopened. Delivery of the Proposals shall be at the Vendors’ expense. The time of receipt shall be considered when a Proposal has been officially documented by the Division of Emergency Services and Communications in accordance with its established policies, as having been received at the location designated above. The State accepts no responsibility for mislabeled mail. Any damage that may occur due to shipping shall be the Vendor’s responsibility. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 11 of 110 Vendors are permitted to submit only one (1) Proposal in response to this RFP. The State reserves the right to reject any and all proposals and to waive informalities and minor irregularities in proposals received and to accept any portion of a proposal or all items bid if deemed in the best interest of the State to do so. All Proposals submitted in response to this RFP must consist of: Package 1- Technical Proposal: a. One (1) original and eight (8) clearly identified copies of the Technical Proposal, including all required Attachments A and C. b. One (1) copy of the Proposal Transmittal Form Letter (described in Section 4.18.2: Transmittal Form Letter, herein) shall be signed by an official authorized to legally bind the Vendor and shall be marked “ORIGINAL.” c. One (1) electronic copy of proposal in MS WORD format and One (1) electronic copy of the Requirements Attachment C in MS EXCEL format. Email copies will not be accepted. Package 2 – Cost Proposal: a. A separate cost proposal. The Cost Proposal must be labeled clearly and sealed separately from the Technical Proposal. Each cost proposal, one (1) original and one (1) copy of the Cost Proposal, including Attachment B Pricing Worksheets, must be bound separately. One (1) Excel spreadsheet–based version on CD/DVD-ROM or USB drive must also be provided. The original and all copies shall be bound separately, delivered in sealed containers, and permanently marked as indicated above. A Vendor’s disclosure or distribution of its Proposal other than to the State will be grounds for disqualification. 4.2 Proposal Inquiries All inquiries concerning this RFP, including but not limited to, requests for clarifications, questions, and any changes to the RFP, shall be emailed, citing the RFP title, RFP number, page, section, and paragraph and submitted to the following RFP State Point of Contact: Robert Lussier, Assistant Director State of New Hampshire Division of Emergency Services and Communications 110 Smokey Bear Blvd Concord, NH 03301 Telephone: (603) 271-6911 Email: Robert.lussier@dos.nh.gov STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 12 of 110 Vendors are encouraged to submit questions via email; however, the State assumes no liability for assuring accurate/complete email transmission/receipt and is not responsible to acknowledge receipt. Please indicate reference to the RFP title/number in the email “Subject line” in order to clearly identify inquiries coming in to the RFP State Point of Contact. Inquiries must be received by the RFP State Point of Contact (see above) no later than the conclusion of the Vendor Inquiry Period (see Section 2: Schedule of Events). Inquiries received later than the conclusion of the Vendor Inquiry Period shall not be considered properly submitted and may not be considered. The State intends to issue official responses to properly submitted inquiries on or before the date specified in Section 2: Schedule of Events; however, this date may be subject to change at the State’s discretion. The State may consolidate and/or paraphrase questions for sufficiency and clarity. The State may, at its discretion, amend this RFP on its own initiative or in response to issues raised by inquiries, as it deems appropriate. Oral statements, representations, clarifications, or modifications concerning the RFP shall not be binding upon the State. Official responses will be made in writing. 4.2.1 Restriction of Contact With State Employees From the date of release of this RFP until an award is made and announced regarding the selection of a Vendor, all communication with personnel employed by or under contract with the State regarding this RFP is forbidden unless first approved by the RFP State Point of Contact listed in Section 4.2: Proposal Inquiries. State employees have been directed not to hold conferences and/or discussions concerning this RFP with any Vendor during the selection process, unless otherwise authorized by the RFP State Point of Contact. 4.3 Vendor Conference An optional Vendor Conference will be held at the following location on the date and at the time identified in Section 2: Schedule of Events: NH Department of Safety Division of Emergency Services and Communications 110 Smokey Bear Blvd Media Room Concord, New Hampshire 03301 All Vendors who intend to submit Proposals are invited to attend the Vendor Conference. Vendors are requested to RSVP via email by the date identified in Section 2: Schedule of Events, indicating the number of individuals who will attend the Vendor Conference. Vendors are allowed to send a maximum number of 3 representatives. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 13 of 110 Vendors will have an opportunity to ask questions about the RFP and the State will make a reasonable attempt to answer questions it deems appropriate. Questions may include, without limitation, a request for clarification of the RFP; a request for changes to the RFP; suggestions or changes to the RFP that could improve the RFP competition or lower the offered price; and to review any applicable Documentation. Vendors are encouraged to email inquiries at least twenty-four (24) hours prior to the Vendor Conference. No responses will be given prior to the Vendor Conference. Oral answers will not be binding on the State. The State’s final response to Vendor inquiries and any requested changes to terms and conditions raised during the Vendor Inquiry Period will be posted to the website by the date specified as the final State responses to Vendor inquiries as specified in Section 2: Schedule of Events. Vendors are responsible for any costs associated with attending the Vendor Conference. 4.4 Alteration of RFP The original RFP document is on file with the State of New Hampshire, Department of Administrative Services. Vendors are provided an electronic version of the RFP. Any alteration to this RFP or any file associated with this RFP is prohibited. Any such changes may result in a Proposal being rejected. 4.5 RFP Addendum The State reserves the right to amend this RFP at its discretion, prior to the Proposal submission deadline. In the event of an Addendum to this RFP, the State, at its sole discretion, may extend the Proposal submission deadline, as it deems appropriate. 4.6 Non-Collusion The Vendor’s signature on a Proposal submitted in response to this RFP guarantees that the prices, terms and conditions, and Services quoted have been established without collusion with other Vendors and without effort to preclude the State from obtaining the best possible competitive Proposal. 4.7 Validity of Proposal Proposals must be valid for one hundred and eighty (180) days following the deadline for submission of Proposals in Section 2: Schedule of Events, or until the Effective Date of any resulting Contract. 4.8 Property of the State All material received in response to this RFP shall become the property of the State and will not be returned to the Vendor. Upon Contract award, the State reserves the right to use any information presented in any Proposal. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 14 of 110 4.9 Confidentiality of a Proposal A Proposal must remain confidential until the Effective Date of any resulting Contract as a result of this RFP. A Vendor’s disclosure or distribution of Proposals other than to the State will be grounds for disqualification. 4.10 Public Disclosure Subject to applicable law or regulations, the content of each Vendor’s Proposal shall become public information upon the Effective Date of any resulting Contract. Any information submitted as part of a response to this request for proposal (RFP) may be subject to public disclosure under RSA 91-A. In addition, in accordance with RSA 9-F:1, any contract entered into as a result of this RFP will be made accessible to the public online via the website Transparent NH (http://www.nh.gov/transparentnh/). Accordingly, business financial information and proprietary information such as trade secrets, business and financials models and forecasts, and proprietary formulas may be exempt from public disclosure under RSA 91-A:5, IV. If you believe any information being submitted in response to a request for proposal, bid or information should be kept confidential as financial or proprietary information, you must specifically identify that information in a letter to the agency, and should mark/stamp the materials as such. Marking of the entire Proposal or entire sections of the Proposal (e.g. pricing) as confidential will neither be accepted nor honored. Notwithstanding any provision of this RFP to the contrary, Vendor pricing will be subject to disclosure upon approval of the contract by Governor and Council. Generally, each Proposal shall become public information upon the approval of Governor and Council of the resulting contract, as determined by the State, including but not limited to, RSA Chapter 91-A (Right to Know Law). The State will endeavor to maintain the confidentiality of portions of the Proposal that are clearly and properly marked confidential. If a request is made to the State to view portions of a Proposal that the Vendor has properly and clearly marked confidential, the State will notify the Vendor of the request and of the date and the State plans to release the records. A designation by the Vendor of information it believes exempt does not have the effect of making such information exempt. The State will determine the information it believes is properly exempted from disclosure. By submitting a Proposal, Vendors agree that unless the Vendor obtains a court order, at its sole expense, enjoining the release of the requested information, the State may release the requested information on the date specified in the State’s notice without any liability to the Vendors. 4.11 Security The State must ensure that appropriate levels of security are implemented and maintained in order to protect the integrity and reliability of its information technology resources, information, and services. State resources, information, and services must be available on an ongoing basis, with the appropriate infrastructure and security STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 15 of 110 controls to ensure business continuity and safeguard State networks, Systems and data. The State will evaluate the degree to which the proposed System is designed and architected to ensure the confidentiality and integrity of its valued asset, Data. 4.12 Non-Commitment Notwithstanding any other provision of this RFP, this RFP does not commit the State to award a Contract. The State reserves the right, at its sole discretion, to reject any and all Proposals, or any portions thereof, at any time; to cancel this RFP; and to solicit new Proposals under a new acquisition process. 4.13 Proposal Preparation Cost By submitting a Proposal, a Vendor agrees that in no event shall the State be either responsible for or held liable for any costs incurred by a Vendor in the preparation of or in connection with the Proposal, or for work performed prior to the Effective Date of a resulting Contract. 4.14 Oral Presentations/Interviews and Discussion The State reserves the right to require Vendors to make oral presentations of their Proposals and/or to make available for oral presentations/interviews the IT consultants proposed to implement the COTS application. All costs associated with oral presentations/interviews shall be borne entirely by the Vendor. Vendors may be requested to provide demonstrations of their proposed Systems as part of their presentations. 4.15 Required Contract Terms and Conditions By submitting a Proposal, the Vendor agrees that the State of New Hampshire terms and conditions, contained in Appendix H: State of New Hampshire Terms and Conditions herein, shall form the basis of any Contract resulting from this RFP. In the event of any conflict between the State’s terms and conditions and any portion of the Vendor’s Proposal, the State’s terms and conditions shall take precedence and supersede any and all such conflicting terms and conditions contained in the Vendor’s Proposal. 4.16 Proposal Format Proposals should follow the following format:  The Proposal should be provided in a three-ring binder.  The Proposal should be printed on white paper with dimensions of 8.5 by 11 inches with right and left margins of one (1) inch.  The Proposal should use Times New Roman font with a size no smaller than eleven (11).  Each page of the Proposal should include a page number and the number of total pages and identification of the Vendor in the page footer. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 16 of 110  Tabs should separate each section of the Proposal. Exceptions for paper and font sizes are permissible for: graphical exhibits, which may be printed on white paper with dimensions of 11 by 17 inches; and material in appendices. 4.17 Proposal Organization Proposals should adhere to the following outline and should not include items not identified in the outline. 4.17.1 Technical Proposal  Cover Page  Transmittal Form Letter  Table of Contents  Section I: Executive Summary  Section II: Glossary of Terms and Abbreviations  Section III: Responses to Requirements and Deliverables  Section IV: Narrative Responses  Section V: Corporate Qualifications  Section VI: Qualifications of key Vendor staff  Section VII: Cost Proposal  Section VIII: Copy of the RFP and any signed Addendum (a) - required in original Proposal only  Section IX: Appendix 4.17.2 Cost Proposal  Cover Page  Completed tables listed in Appendix F: Pricing Worksheets  One (1) original Cost Proposal paper document labeled: “DESC RFP # 2020- 101 COST PROPOSAL ORIGINAL”  One (1) copy in the form of a digital document in “PDF” format properly recorded on separate, blank, standard CD-R recordable disc or USB flash drive labeled: “DESC RFP # 2020-101 COST PROPOSAL COPY” In the event of a discrepancy between the original Cost Proposal document and the digital copy, the original, signed document will take precedence. 4.18 Proposal Content Technical Proposal 4.18.1 Cover Page The first page of the Vendor’s Technical Proposal should be a cover page containing the following text: STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 17 of 110 STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS RESPONSE TO DESC RFP 2020-101 NG 9-1-1 CPE REFRESH The cover page should also include the Vendor’s name, contact person, contact telephone number, address, city, state, zip code, fax number, and email address. 4.18.2 Transmittal Form Letter The Vendor must submit signed Transmittal Form Letter with their response using the Transmittal Form Letter Template provided herewith. Any electronic alteration to this Transmittal Form Letter is prohibited. Any such changes may result in a Proposal being rejected. Remainder of this page intentionally left blank STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 18 of 110 State of New Hampshire Proposal Transmittal Form Letter Company Name________________________________________________________________ Address_________________________________________________________________________ __________________________________________________________________________ To: NH DESC State Point of Contact: Robert Lussier Telephone: (603) 271-6911 Email: Robert.lussier@dos.nh.gov RE: Proposal Invitation Name: NG 9-1-1 CPE Refresh Proposal Number: DESC - RFP 2020-101 Proposal Due Date and Time: April 24, 2020, 2:30 PM Dear Sir: Company Name: _________________________ hereby offers to sell to the State of New Hampshire the Services indicated in NH DESC RFP 2020-101 NG 9-1-1 CPE Refresh at the price(s) quoted in the Separate Cost Proposal, and Appendix F: Pricing Worksheets, in complete accordance with all conditions of this RFP and all Specifications set forth in the RFP and in the State of New Hampshire Terms and Conditions outlined in RFP Appendix H: State of New Hampshire Terms and Conditions. Company Signor: ______________________________________ is authorized to legally obligate Company Name: ______________________________________. We attest to the fact that: The company has reviewed and agreed to be bound by all RFP terms and conditions including but not limited to the State of New Hampshire Terms and Conditions in Appendix H, which shall form the basis of any Contract resulting from this RFP; No new terms and conditions have been added and no existing terms and conditions have been deleted in this RFP Proposal. The Proposal is effective for a period of 180 days or until the Effective Date of any resulting Contract. The prices quoted in the Proposal were established without collusion with other eligible Vendors and without effort to preclude the State of New Hampshire from obtaining the best possible competitive price; and The Vendor has read and included a copy of DESC RFP 2020-101 and any subsequent signed Addendum (a). Our official point of contact is _________________________________________________ Title __________________________________________________________________________ Telephone_______________________Email________________________________________ Authorized Signature Printed ___________________________________________________ Authorized Signature __________________________________________________________ STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 19 of 110 4.18.3 Table of Contents The Vendor must provide a table of contents with corresponding page numbers relating to its Proposal. The table of contents must conform to the outline provided in Section 4.17: Proposal Organization, but should provide detail, e.g., numbering, level of detail. 4.18.4 Section I: Executive Summary The executive summary, which must not exceed five (5) pages, must identify how the Vendor satisfies the minimum standards for consideration, which are described in Appendix B: Minimum Standards for Proposal Consideration, to this Request for Proposals. The executive summary will also provide an overview of the Vendor’s proposed Solution and Services. Vendors are encouraged to highlight those factors that they believe distinguish their Proposal. 4.18.5 Section II: Glossary of Terms and Abbreviations The Vendor must provide a glossary of all terms, acronyms, and abbreviations used in its Proposal. 4.18.6 Section III: Responses to Requirements and Deliverables System requirements are provided in Appendix C: System Requirements and Deliverables. Using the response tables in Appendix C, the Vendor must document the ability to meet the Requirements and Deliverables of this RFP. 4.18.7 Section IV: Narrative Responses Section IV solicits narrative responses describing the Software, Technical, Services and Project Management topics defined for this RFP Project. Appendix D: Topics for Mandatory Narrative Responses is organized into sections, which correspond to the different deliverables or aspects of the scoring process of the Proposal. Discussion of each topic must begin on a new page. 4.18.8 Section V: Corporate Qualifications Section V should provide corporate qualifications of all firms proposed to participate in the Project. Specific information to be provided is described in Section E-1: Required Information on Corporate Qualifications of Appendix E: Standards for Describing Vendor Qualifications. 4.18.9 Section VI: Qualifications of key Vendor staff This Proposal section must be used to provide required information on key Vendor staff. Specific information to be provided is described in Sections: E-2: Team Organization and Designation of key Vendor staff; E-3: Candidates for Project Manager; and E-4: Candidates for key Vendor staff Roles, of Appendix E: Standards for Describing Vendor Qualifications. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 20 of 110 4.18.10 Section VII: References – references made by a third party that has collaborated with the Vendor on a similar project. 4.18.11 Section VIII: Copy of the RFP and any signed Addendum (a) - required in original Proposal 4.18.12 Section IX: Appendix- This section provided for extra materials as referenced in Appendix D such as Product Literature, Ad Hoc/Federal Reporting, Interface Standards, Testing (For UAT Plan) and Status Meetings and Reports. This section excludes Appendix F that must be included in the separate Cost Proposal. 4.19 Cost Proposal The Cost Proposal must be labeled clearly and sealed separately from the main proposal. 4.19.1 Cover Page The first page of the Vendor’s Technical Proposal should be a cover page containing the following text: STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS RESPONSE TO DESC RFP 2020-101 NG 9-1-1 CPE REFRESH The cover page should also include the Vendor’s name, contact person, contact telephone number, address, city, state, zip code, fax number, and email address. 4.19.2 Appendix F Pricing Worksheets Completed tables listed in Appendix F: Pricing Worksheets 4.19.3 Cost Proposal One (1) original Cost Proposal paper document labeled: “DOS RFP # 2020-101 COST PROPOSAL ORIGINAL” and one (1) copy in the form of a digital document in “PDF” format properly recorded on separate, blank, standard CD-R recordable disc or USB flash drive labeled: “DOS RFP # 2020-101 COST PROPOSAL COPY” NOTE: COST PROPOSAL, MUST BECOME PUBLIC INFORMATION AND AS SUCH SHALL NOT BE MADE CONFIDENTIAL OR PROPRIETARY. PROPOSALS SUBMITTED WITH ALL OR PART OF COST PROPOSAL LABLED CONFIDENTIAL OR PROPRIETARY SHALL NOT BE CONSIDERED RESPONSIVE AND SHALL NOT BE ACCEPTED STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 21 of 110 5. PROPOSAL EVALUATION PROCESS 5.1 Scoring Proposals Each Proposal will be evaluated and considered with regard to the Solution and Services proposed, qualifications of the Vendor and any Subcontractors, experience and qualifications of proposed candidates, and cost. If the State determines to make an award, the State will notify a selected Vendor based on these evaluations. Should the State be unable to reach agreement with the selected Vendor during Contract discussions, the State may then undertake Contract discussions with the second preferred Vendor and so on. Such discussions may continue at the sole option of the State, until an agreement is reached, or all Proposals are rejected. A Proposal Evaluation Team of State Employees: will independently evaluate and score the response to each item. There are three factors to the evaluation and scoring: 1. Adherence to Mandatory Requirements (Pass/Fail): The Evaluation team will identify if the Vendor’s proposal meets the mandatory requirements as identified in the RFP. If the Vendor’s proposal does not meet all the mandatory requirements, the proposal will not be considered for further evaluation and scoring 2. Evaluation of Technical Proposal: The Evaluation Team will review the Vendor’s responses to the criteria and standards as identified in Section 5.4. The scores for each section will be averaged and weighted by the associated Weighting Factors in the table below. The resulting product will be the item’s Raw Weighted Score. The total average score for all sections will be calculated and the resulting number will be compared against the average scores of all other proposals being evaluated. 3. Cost Proposal - Vendor’s cost proposals will be given a weighted score based on thirty-five (35) maximum available points using the following formula: The combined scores from the Technical and Cost evaluations will be used to determine which Vendor’s proposal will be considered for intent to award. Evaluation Factors Weighting factors Adherence to Mandatory Requirements Pass/Fail Proposed System and Services to be Provided 40 points STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 22 of 110 Vendor’s Technical, Service and Project Management Approach 15 points Vendor Company and Staffing Qualifications 10 points Solution Cost (Rates and Pricing) (Considered after technical evaluation) 35 points 5.2 Rights of the State in Evaluating Proposals The State reserves the right to: a. Consider any source of information including but not limited to: State employees, Internet research and rating agencies, in evaluating Proposals; b. Omit any planned evaluation step if, in the State’s view, the step is not needed; c. At its sole discretion, reject any and all Proposals at any time. 5.3 Planned Evaluations The State plans to use the following process:  Initial screening:  Preliminary scoring of the Proposals;  Oral interviews and product demonstrations;  Final evaluation of Proposals. 5.3.1 Initial Screening The State will conduct an initial screening step to verify Vendor compliance with submission requirements and to confirm that the Proposal satisfies the conditions defined in Appendix B: Minimum Standards for Proposal Consideration. A Proposal that fails to satisfy either submission requirements or minimum standards may be rejected without further consideration. 5.3.2 Preliminary Scoring of Proposals The State will establish an evaluation team to initially score Proposals. 5.3.3 Oral Interviews and Product Demonstrations Preliminary scores from the initial evaluation of the Proposals will be used to select Vendors to invite to oral interviews and product demonstrations. The purpose of oral interviews and product demonstrations is to clarify and expound upon information provided in the written Proposals. Vendors are prohibited from altering the basic substance of their Proposals during the oral interviews and product demonstrations. Product demonstrations must include only existing core system functionality. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 23 of 110 For each invited Vendor, the oral interview and product demonstrations will be two (2) hours in length. A highly structured agenda will be used for oral interviews and product demonstrations to ensure standard coverage of each invited Vendor. Information gained from oral interviews and product demonstrations will be used to refine scores assigned from the initial review of the Proposals. 5.3.4 Best and Final Offer The State will not be requesting a Best and Final Offer. The Proposal should be submitted initially on the most favorable terms which the Vendor can offer. 5.3.5 Final Evaluation The State will conduct final evaluations as a culmination of the entire process of reviewing Vendor Proposals and information gathering. Reference and background checks will be made for finalist or finalists as appropriate. After making a preliminary determination of award, the State reserves the right to conduct site visits to a Vendor location and/or government site(s) that utilizes the Vendor Software. 5.4 Scoring Detail The State will select a Vendor based upon the criteria and standards contained in this RFP. 5.4.1 Scoring of the Proposed System and Services to be provided The Vendor’s Proposed Solution and Services will be allocated a weighting of forty (40) points. The main purpose of this section is to measure how well the solution meets the business needs of the Agency. The contribution of scoring team members representing all stakeholders will be critical in this section. Factors include but are not limited to: Software Architecture - Scoring this aspect of the proposals will include: how well the solution will adapt to the organization (or does the organization have to adapt to it), How does it fit with the organization’s other products and business strategies? Can it adapt to future organizational changes? Does it support organizational technical strategies? Can it easily accommodate any planned or possible growth? Features - How well does the solution do the things the System needs to do? Compatibility with State Systems - The degree to which the System uses technologies similar to other State systems, ease of System modification, integration and data storage. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 24 of 110 User Friendliness/Usability and Efficiency - How quickly can users perform a needed task? How easy is it to learn, is it intuitive? Is its navigation and interface similar to other software used? How steep is the learning curve? Criteria for these scores will be found in but are not limited to:  Proposal Section III: Responses to Requirements and Deliverables Attachment C: Requirements, particularly business requirements  Proposal Section IV: Narrative Responses  Vendor Presentation and Demonstration 5.4.2 Scoring of Vendor Technical, Service, and Project Management Approach The Vendor’s Technical, Service, and Project Management Approach will be allocated a weighting of fifteen (15) points. In this section the State will score the technical merits of how the Vendor proposes to carry out the implementation and maintain the solution. The Implementation of the Solution will require the Vendor to customize or configure the application to meet the requirements of the State, monitor and ensure its operation throughout the contract period and, if maintenance is to be provided, to be a partner in the Solution’s operation throughout its useful life. Technical details of the System, administrative procedures, how the Vendor manages its team, the project and the technical environment will be critical. How compatible the Vendor’s procedures and technologies are with the State contribute to an assessment of risk both in the short and long term. Factors include but are not limited to: Protection Against Cybersecurity Threats – The degree to which the Solution protects DESC call delivery streams, statistical call data and continuous operations against unexpected or malicious problems. Compatibility with State IT Expertise and Training Approach - What is the degree to which the System uses technologies which may be supported by State personnel. Project Execution - Do company procedures facilitate: communication with the State, the early discovery and resolution of problems, efficient and effective operation through Implementation and an effective support structure of the System. Project Management Competence - Administrative, management quality control and oversight. Ongoing Operations – Post warranty operation and support. Criteria for these scores will be found in but are not limited to: STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 25 of 110 Proposal Section III: Responses to Requirements and Deliverables Attachment C: Technical Requirements Proposal Section IV: Narrative Responses Proposed Work Plan 5.4.3 Scoring of Vendor Company and Staffing Qualifications Vendor Company and Staffing Qualifications will be allocated a weighting of ten (10) points. It must be established that the Vendor company and staff is capable of carrying out the Project through Implementation, the Warranty Period and the Maintenance Period. Vendor Staff must have the training and experience to support the Vendor company’s plans to implement and support the System. Factors include but are not limited to: How long in business – A proven track record of operation for a number of years that the company will continue to support the System. How many years of experience with this product – Demonstrated competence in working with the proposed product or Technology. Bench Strength and support structures – The State will consider the depth of required technical skill within the company as well as the Vender’s plan for knowledge transfer to State staff. References - The measure of a company’s worth is more accurate when made by a third party that has collaborated with the Vendor on a similar project. Litigation – The relevance of involvement of the company in litigation will be considered. Financial Strength – Financial strength when measured by financial statements or a rating company is an indication of the company’s ability to operate long term and through unexpected problems. Staff Training – Staff must have relevant training to carry out the Project. Staff Certifications – Staff may require specific certification to support and configure needed equipment and software. Staff Experience – Training and certification is important but experience with similar projects will be a major contributor to a smooth Implementation. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 26 of 110 Size and composition of Vendor Team – Are there sufficient staff resources and sufficient qualifications and experience within the Vendor team to carry out the project? Criteria for these scores will be found in but are not limited to: Proposal Section V: Corporate Qualifications Proposal Section VI: Qualifications of Key Staff References Vendor Presentations 5.4.4 Scoring the Software Solution Cost Vendor proposed Software Solution cost will be allocated a weighting of thirty-five (35) points. The State will consider both Implementation and subsequent five (5) year license and maintenance costs, provided in Tables F-1: Deliverables Pricing Worksheet, F-4: Software Licensing, Maintenance, and Support Pricing Worksheet. The cost information required in a Proposal is intended to provide a sound basis for comparing costs. THE FOLLOWING FORMULA WILL BE USED TO ASSIGN POINTS FOR COSTS: Vendor’s Cost Score= (Lowest Proposed Cost / Vendor’s Proposed Cost) multiplied by weighting factor (35 points) For the purpose of this formula, the lowest proposed cost is defined as the lowest cost proposed by a Vendor who fulfills the minimum qualifications. The remainder of this page intentionally left blank. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 27 of 110 APPENDIX A: BACKGROUND INFORMATION A-1 Department of Safety/Division of Emergency Services and Communications The Division of Emergency Services and Communications (DESC) is responsible for providing residents and visitors with immediate emergency assistance when calling 9-1-1. The mission of the DESC is: “To locate, communicate, and connect people in an emergency with the help they need.” Project Overview The Division of Emergency Services and Communications (DESC) is responsible for processing all 9-1-1 calls made in the State of New Hampshire. The Next Generation 9-1-1 CPE is a system and service agreement that handles all incoming 9-1-1 and administrative line calls into the Concord and Laconia PSAPs. The current CPE is comprised of servers, workstations, monitors, peripheral devices and software licenses provided by SolaCom for their Guardian product. Guardian handles incoming calls, call distribution and call processing at the workstation level. Additionally, Geo-Comm provides GIS software to display mapping data at both PSAPs as well as each local dispatch center with a DESC workstation. Furthermore, ECaTS provides a server and software for custom report generation based on information from the SolaCom Guardian servers. Lastly, the CPE also includes other incidental equipment such as PAC modules, Cisco switches, Border Control devices, FXO cards, large format display screens, and printers. The solution provided by the current vendor has performed well and the DESC would prefer to keep utilizing the current software. However, the warranty on the hardware as well as the software support on the program licensing expires at the end of the contract. It is recommended best practice that critical hardware be replaced at least every five years in order to meet 99.999% uptime requirements. Additionally, the DESC provides Tier 1 support while the current vendor for this system provides system monitoring and Tier 2 and 3 technical support. The DESC is looking for a vendor to replace all of the hardware with new hardware warrantied for the life of the contract, renew the SolaCom Software license maintenance agreement (or replace with new software), monitor the system, and provide Tier 2 and Tier 3 technical support. A-2 DESC Information Technology and Technology Status The Project will be conducted in cooperation with the DESC Information Technology section. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 28 of 110 A-2.1 Technical Architecture Components of the DESC’s technical architecture include:  State Network Environment: The DESC operates multiple networks using various technologies including CAT6 fiber, dedicated lines, and wireless, Voice over IP (VoIP) and VPN technologies.  Current CPE: The DESC currently utilizes a SolaCom Guardian platform in a split-core, geo-diverse configuration. One core is housed at the DESC facility in Concord and the other core is housed at the DESC facility in Laconia. Both locations are equipped with proxy and application servers to handle call distribution. The Vendor will be required to use industry- standard Border Control Functions (BCF) as well as utilizing Policy Routing Function (PRF) application software within the application servers to initiate the SIP session. The Vendor will be required to work with the DESC for any required integration with on-site resources. A-2.2 Next Gen 9-1-1 (NG 9-1-1) Design and development efforts shall conform to the latest, current Next Gen (NG) 9-1-1 standards and best practices. The DESC anticipates that an interstate level Emergency Services IP Network (ESINet) will be implemented in the future and will interconnect bordering state’s PSAPs. The Vendor will be required to accommodate this future development when it is implemented. A-3 Related Documents Required Vendors are NOT required to submit the following certificates with their proposal, however the certificates WILL be requested from the selected Vendor prior to Contract approval. a. Certificate of Good Standing/Authority (Appendix G-2–item A) dated after April of the current year and available from the Department of State by calling (603) 271-3244 or (603) 271-3246. Forms are also available on: www.sos.nh.gov/corporate/Forms.html b. Certificate of Vote (Appendix G-2-Item B) c. Proof of Insurance compliant with Appendix H: State of New Hampshire Terms and Conditions. Vendors are NOT required to submit these certificates with their proposal. A-4 State Project Team State high-level staffing for the Project will include: • Director Mark Doyle- Project Sponsor STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 29 of 110 • Assistant Director Robert Lussier- Point of Contact and State Business Lead • Timothy Scott, Technology Manager- Project Manager • Paul Connolly, IT Technician • Jarod Guay, IT Technician • Debbie Bray, Chief of PSAP Operations • Brandon McGorry, PSAP Supervisor • Paul Szoc, Chairman, NH E9-1-1 Commission A-4.1 Project Sponsor The State Project Sponsor, Mark Doyle, is responsible to the Commissioner of Safety for all aspects of project execution and monitoring. This individual should have the authority to remove obstacles or to grant authorization. A-4.2 State Project Manager The State Project Manager, Timothy Scott, will be responsible for reporting the detail status of the Project to the Project Sponsor and has the primary responsibility for the Project’s success. Major duties include:  Leading the project;  Promoting the project statewide;  Developing project strategy and approach;  Engaging all Vendors;  Mitigating significant issues and risks; and  Managing stakeholders’ concerns. A-4.3 State Business Lead The State Business Lead, Robert Lussier, has the primary responsibility of coordinating the participation of the appropriate State functional area experts into the various portions of the project. The remainder of this page intentionally left blank. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 30 of 110 APPENDIX B: MINIMUM STANDARDS FOR PROPOSAL CONSIDERATION A Proposal that fails to satisfy the requirements in this section may be rejected without further consideration. B-1 Submission requirements  The Proposal is date and time stamped before the deadline as defined in Section 2: Schedule of Events.  The Vendor has sent the proper number of copies with the original version of the Proposal marked “ORIGINAL” and the copies marked “COPY” as defined in Section 4.1: Proposal Submission, Deadline and Location Instructions.  The original Proposal includes a signed Transmittal Letter accepting all terms and conditions of the RFP without exception.  The Proposal contains two packages: 1) Technical Proposal, 2) Cost Proposal, the Cost Proposal must be labeled clearly and sealed separately from the Technical Proposal.  The proposed escrow agreement shall be submitted with the Vendor’s Proposal for review by the State. B-2 Compliance with System Requirements System requirements and Deliverables are listed in Appendix C: System Requirements and Deliverables in this RFP. The proposed Vendor’s Solution must be able to satisfy all mandatory requirements listed. B-3 Current Use of Vendor Proposed Software – Current Implemented Sites of Vendor proposed software Components that constitute the Vendor’s proposed Software suite must be fully implemented and operational in at least one (1) government entity comparable in size and complexity to the State of New Hampshire. B-4 Vendor Implementation Service Experience The Implementation Vendor must have completed the Vendor proposed Software Implementation for at least two (2) government clients comparable in size and complexity to the State of New Hampshire within the last five (5) years. The specific Vendor proposed Software version and functionality must be described. B-5 Proposed Project Team The DESC is looking for a Vendor that has an experienced and talented staff which will be dedicated to this project. The DESC would prefer that the Vendor Project Manager have project management certifications such as PMP or CAPM, have previous experience managing and executing a project similar to this, and should be well versed in communications, change management, risk management and issue resolutions. The team should consist of experienced network engineers who have an STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 31 of 110 in-depth knowledge of telephony, routing protocols, and load balancing. Finally, the team should be well versed in the latest NG 9-1-1 standards. For the purpose of evaluating compliance with this requirement, the Vendor team is permitted include Subcontractors. In addition, one (1) team member may be identified to fulfill the experience requirement in multiple areas with the exception of the Vendor Project Manager position. Remainder of this page intentionally left blank STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 32 of 110 APPENDIX C: SYSTEM REQUIREMENTS AND DELIVERABLES C-1 SCOPE OF WORK The DESC requires a full hardware refresh of the CPE including servers, workstations, monitors, switches, firewalls, and any other devices required to process and handle calls, starting with the handoff from the Call Delivery Network to the distribution to the call processing workstation and finally to the transfer to the local dispatch center. This includes a private on-net VoIP phone system linking both Concord and Laconia PSAPs to dedicated VoIP phones at all dispatch centers. These phones are required in case of a phone system failure at the local level so that calls can be transferred directly from the CPE workstation. The DESC also requires a contract with a Vendor to extend the software licensing agreements on all CPE software required to operate the Guardian call processing system and all other software required to operate or monitor the CPE. Finally, the DESC requires a new five-year contract with a Vendor for system maintenance, Tier 2 and 3 technical support, extended hardware maintenance on all devices and live 24x7x365 monitoring of the system. The DESC will evaluate proposals for solutions other than SolaCom Guardian. However, as the DESC currently owns Guardian software licenses, Vendors proposing new systems that require additional or replacement software licenses will be evaluated the same as Vendors proposing a refresh of the current system in all areas, including cost. The winning Vendor will be responsible for purchasing, delivering and installing all hardware and performing all system configurations required for the CPE update. The Vendor will be expected to work closely with DESC IT and the call delivery network vendor for systems integration, upgrade scheduling and any software updates that are required. DESCRIPTION OF EXISTING SYSTEM See Appendix J for a diagram of the existing CPE system, call volume data, and current parts list. Current Systems Included in the CPE Project: 1. SolaCom Guardian system utilizing 2 Guardian Controllers and 52 Intelligent Workstations. 2. SolaCom Guardian Map for GIS functionality 3. ECaTS reporting solution The winning vendor will be required to work closely with DESC IT to integrate required functionality into the proposed Solution that include but are not limited STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 33 of 110 to enhanced call taker capability, remote diagnostics, DESC CAD integration, call recording systems and other systems designed to accept call data. The Vendor will be required to provide NENA compliant delivery of ANI/ALI data to both CAD and GIS applications to both locations independently. Delivery of the ANI/ALI data shall occur natively via IP. Current systems that integrate with the CPE but are outside of this project: 1. Exacom Hindsight G3 call recorders – Dual-server systems in both Concord and Laconia 2. Valor Mini-CAD – ANI/ALI transfer functionality to the local dispatch centers installed at 52 workstations. 3. 911Datamaster DataBond system – redundant ALI Servers installed in both Concord and Laconia. 4. 911Datamaster DataNexus system – redundant ECRF system that has been custom configured to return 6 values for each FindService Request (Primary and Secondary Police, Fire and Medical URIs) 5. Medical Priority Dispatch – This system is integrated with Valor Mini-CAD and is currently running Paramount Medical Protocol 13.2.1. Current Call Delivery and Handling The CPE systems in both the Concord and Laconia PSAP are integrated into the DESC SIP call delivery network. The call delivery network is a fiber ring which aggregates calls from two data centers located in Laconia and Manchester. Incoming calls from the call delivery network are delivered to CPE equipment in both locations and under normal conditions, the calls are evenly distributed. Additionally, the DESC has a number of administrative POTS and Centrex lines in both Concord and Laconia that ring at the Supervisors’ workstation or present as a live 9-1-1 calls depending on the configuration. The CPE equipment, including the servers and workstations, in Concord and Laconia are integrated into the DESC Layer 3 network, which includes a 1 GB fiber connection between both sites. Currently, the Guardian equipment running Microsoft operating systems is either installed in a workstation configuration or is a member of a dedicated domain for the PSAPs. Both Concord and Laconia are configured in a single ring group and incoming calls are distributed to the longest-idle call taker, regardless of physical location. Additionally, the DESC Training Room is configured in a separate ring group to prevent live calls from being delivered during times of call queuing. All 9-1-1 calls placed in New Hampshire are distributed to one of the DESC’s two PSAPs. Once the call is answered at one of these PSAPs, the nature of the emergency is determined, and data is transferred to the appropriate local dispatch center for the caller’s location and emergency type utilizing Valor STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 34 of 110 MiniCAD. This data is passed via TCP/IP over the DESC’s CE Network. The voice is then transferred separately to the appropriate local dispatch agency via the PSTN or on-net to dedicated DESC VoIP phones. Additional resources may be notified as required. Those callers in need of medical assistance receive verbal Emergency Medical Dispatch instructions from a DESC PSAP call taker. The DESC currently utilizes Guardian Map for GIS functionality in the PSAP and a proprietary GIS solution at the dispatch centers. Goals and Objectives for NG 9-1-1 CPE Refresh:  A new 5-year contract for Tier 2 and 3 technical support, software maintenance, and system monitoring  Refreshed Hardware (Servers, workstations, etc.) with 5-year maintenance  Refreshed Software (Operating systems, custom CPE solution software, existing software maintenance agreement renewed, etc.)  Integration of the System with pre-existing components  Complete Management Information System (MIS) for the System  Implementation  Training  Support during and after cutover  Modern technologies that can migrate to the technologies of tomorrow  Smooth transition to new System through effective change management SYSTEM ARCHITECTURE Overview The DESC requires that the proposed System be an IP-based solution which integrates directly with the Layer 3 network managed by DESC IT. Designated subnets for Concord and Laconia CPE equipment will be provided to the winning Vendor. All networking equipment that is part of this System is required to be configured to match the VLANs of the DESC’s network. Additionally, the DESC strongly prefers that the new system be integrated with the existing DESC IT infrastructure as closely as possible for functions such as server image backups. The Vendor will be expected to work with DESC IT on the details of this integration to provide stability, reliability as well as a speedy disaster recovery path. All 9-1-1 calls presented to the CPE from the call delivery network will be in SIP format. The Vendor must include appropriate Border Control Functions (BCF) to accept these calls from the call delivery network. The Solution must include a Legacy Network Gateway (LNG), which will query the ALI server for the location for all incoming calls. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 35 of 110 By default, the Solution should distribute incoming calls via ACD utilizing the longest-idle algorithm, but the Solution should also have the ability for rules- based call distribution. For all incoming 9-1-1 calls, the Solution must have the ability to interface with the DESC’s ALI and ECRF databases in a geo-redundant manner. The System must have the ability to handle the customized ECRF FindService response which includes six (6) dispatch center URIs representing both Primary and Secondary information for Police, Fire and Medical emergencies. The Solution must have the ability to present this information in a logical manner that allows the call taker to expediently transfer the call. While one-button transfers are the preferred method, the Solution must also provide a contact list which is easily searchable. This list must be able to include both traditional PSTN 10-digit transfers as well an on-net transfers to the dedicated emergency VoIP phone system. These phones are used in cases when the dispatch center’s primary phone system is unavailable. The System must be secure and built on open standards so that interoperability with other industry standard systems and networks is assured. It shall be compatible with our existing vendors and systems. The Vendor must also be willing to work with the DESC in the future on migrating the current GIS solution to a browser-based proprietary GIS solution, if requested. The Answering Positions shall consist of a high-end workstation that is capable of answering and processing both emergency and administrative calls. The CPE software shall be responsible for all call-related functionality such as call answering, call transfers, ANI/ALI display and other call processing functions on both 911 and administrative circuits. In addition, the high-end workstations shall be capable of running ancillary software such as supplemental ALI, GIS map display and search functionality, and the transfer of CAD data via a dedicated CAD application. The high-end workstations must be capable of processing these applications and must include multiple displays. All relevant portions of the proposed solution shall conform to the applicable NENA i3 standards. The System must, at a minimum, provide call-handling capabilities to support the same volume of call traffic as the current system at peak volume. Additionally, the System must demonstrate the ability to accommodate potential future growth, if demands required. The DESC requires the ability and approval to install third party software such as ProQA and Valor MiniCAD that are required to provide full functionality. The DESC is also requesting some functionality that is above and beyond the current system. The Vendor will be required to configure the DESC training room as a full testing environment including a dedicated 10-digit number that will simulate a live 9-1-1 call. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 36 of 110 The Vendor will also be required to integrate with Enhanced Location Data services as requested. As of the publication date of this RFP, the only vendor with those capabilities is RapidSOS and the Vendor will be required to directly connect to the Rapid Portal. However, for the length of the contract, the Vendor will be required to connect with additional ELD service providers if/when they become available. The DESC requests that the Vendor provide quotes for an optional disaster recovery mobile PSAP. The DESC operates an Incident Management Vehicle and an Incident Management Trailer, both of which are capable of being deployed in the field and being operational for an extended period of time. The DESC requests that the Vendor propose as an optional component of five (5) mobile CPE workstations which can connect to the DESC’s network via VPN. These mobile CPE workstations could be deployed during a disaster and be able to fully process 9-1-1 calls utilizing all of the functionality provided by either the Vendor or the DESC. The DESC is also interested in an optional replacement of the 911Datamaster ECRF system. Any replacement that is proposed should be geo-redundant, hosted locally in the DESC Concord and Laconia offices and capable of returning 6 URI values for a single FindService request. Redundancy The architecture of the System shall be such that the failure of any one component or module will not result in system failure, but only the loss of the equipment associated with that module. All vital system modules must have redundant modules configured in an active-active configuration to protect against any single point of failure. It is mandatory that any central processor and audio switching matrix shall be fully duplicated in an active-active configuration. Failover shall be automatic, lossless, and shall not require manual intervention. All major components proposed in the System should be geographically redundant allowing for dual-locality of all mission-critical components of the System. No single major component failure shall disable more than fifty (50) percent of the System capacity. The System shall provide the ability to “make busy” or manually shut down one PSAP, forcing all requests for service to be directed to the other PSAP. This will allow for troubleshooting, training, and maintenance as required. The DESC would also be interested in an optional upgrade to the server environment to increase redundancy and availability. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 37 of 110 C-2 REQUIREMENTS Vendors shall complete the requirements checklist (Table C-2 Business Requirements Vendor Response Checklist. Table C-2 is included as Attachment C to DESC RFP 2020-101. C-3 DELIVERABLES Vendors shall complete the response checklist Table C-3 Deliverables Vendor Response Checklist. Table C-3 is included as Attachment A to DESC RFP 2020- 101. Remainder of page intentionally left blank STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 38 of 110 APPENDIX D: TOPICS FOR MANDATORY NARRATIVE RESPONSES Vendors must limit narrative responses describing the Software, Technical, Services and Project Management topics defined for this Project. The following table identifies specific topics for narratives. A page limit is identified for each topic. If a response to a topic exceeds the page limit, the State will limit its consideration to the prescribed page limit. Topic Page Limit D-1 Proposed Software Solution Topic 0 - Product Literature 1 Topic 1 – System Architecture 8 Topic 2 - Redundancy 3 Topic 3 - Interfaces 2 Topic 4 – Call Transfer and Conference Abilities 2 Topic 5 – Call Delivery Features 2 Topic 6 – Automated Call Distribution (ACD) 2 Topic 7 – Main Screen Requirements and Configurability 3 Topic 8 – Text Messaging 2 Topic 9 – i3 Logger 4 Topic 10 – Additional Features, Software, Hardware, or Services 6 D-2 Security and Protection of Data Topic 11 - System Security 5 Topic 12 - Backup and Recovery 3 Topic 13 – Disaster Recovery/Assurance of Business Continuity 3 D-3 Compatibility with State Personnel and Training Topic 14 – Preparation and Requirements of State Staff on the Project Team 2 Topic 15 - User Training Approach 6 D-4 Project Execution Topic 16 - Implementation Approach and Work Plan 5 Topic 17 – User Acceptance Testing and System Testing 2 STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 39 of 110 Topic 18 – Environment and System Setup 3 D-5 Project Management Competence Topic 19 - Status Meetings and Project Management Reports 2 Topic 20 - Risk and Issue Management 2 D-6 Ongoing Operations Topic 21 - Help Desk Support and Alarm Monitoring 5 Topic 22 – On-Site Support and Maintenance 5 Topic 23 - Software Updates 2 Topic 24 - Future Expansion 5 D-1 PROPOSED SOFTWARE SOLUTION This section provides a series of topics related to the proposed Service Solution described in RFP. Topic 0 – Product Literature Response Page Limit: 1 Vendors may provide product literature relative to the Solution offered. Topic 1 – System Architecture Response Page Limit: 8 Provide a detailed description of specific components of the Solution offered, including the Deliverables and Services the Vendor is proposing to offer the State. The response must include a description of the following:  The specific equipment that will be used for the Project;  A network diagram of the proposed System;  Space, power and networking requirements;  Documentation of any required integration points between the System and the network;  Description of the proposed CPE;  Include any information or documentation required from the network vendor;  Include a graphic workflow of the process; STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 40 of 110 Topic 2 – Redundancy Response Page Limit: 3  What equipment is redundant at each site and what equipment is a single point of failure?  How many levels of failure can the Solution withstand before call processing is interrupted? The Vendor must also address the failover and recovery ability of the system when the sites become isolated. Specifically:  What occurs when connectivity between sites is severed?  How does the system operate when the sites are unable to communicate?  What happens when that connectivity is restored? What parts self-repair and what parts require manual intervention? What is the state of the system when connectivity is restored but there has not been manual intervention? Provide a detailed description of the proposed System architecture with respect to the major components or modules, and describe how The System will react to a failure of each major component or module. Topic 3 – Interfaces Response Page Limit: 2 The Solution will be required to interface with several existing DESC-operated system in support of call handling. The proposed system shall support multiple ALI database connections, as needed in a geo-redundant fashion on dedicated redundant data links to the third party ALI database provider. Requests to the ALI database but be returned immediately when ANI is received. If an ALI failure is returned, or the result fails, the system shall have to ability to re-submit the request and in the event of an incorrect ALI, there will be an ability to capture the discrepancy details. The winning vendor is required to work with the DESC current ALI/Database provider for integration configuration.  911DataMaster DataBond ALI Servers;  911DataMaster DataNexus ECRF Servers; o Specifically, these ECRF servers return 6 URI values (Primary and Secondary Police, Fire and Medical contacts) for each FindService request. How does the Solution handle this and how are all of these values displayed?  Valor IMS9 CAD/MiniCAD  Exacom Hindsight G3 Recorders STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 41 of 110  Priority Dispatch Paramount Medical Protocol Please detail the Solution’s interfaces for the above systems. Topic 4 – Call Transfer and Conference Abilities Response Page Limit: 2 All calls must have the ability to be transferred to agencies via the PSTN and configured in a pre-defined list as well as with a manual ten-digit dial. Six (6) “Speed Dial” buttons or Selective Transfer buttons should be populated for Police, Fire and Medical (both Primary and Secondary agencies) calls automatically based on the location of the 9-1-1 call cross-referenced with the DESC’s dispatch center coverage polygons. The DESC provides an ECRF for the purposes of determining the correct dispatch center if needed for The System. The System should also have the capability of transferring a call via SIP via the ESINet if so configured. The PSAP equipment shall have the ability to route a call to an on-site or remote location using a single keystroke. The transfer must be capable of transferring ALI information of the original caller. It must provide the telecommunicator the ability to remain on a call and add a new party to the conversation. Any party shall be able to drop out of the conference, leaving the others talking as long as at least one of the other parties possesses supervision on their connection. Conferences should be set up using a single key-stroke without putting the caller on hold - the caller must remain on-line at all times. The System shall allow for up to 10 parties to be placed in a conference simultaneously. Please describe in detail the how the system handles call transfers in these scenarios. Topic 5 – Call Delivery Features Response Page Limit: 2 Most calls will be provided via SIP by the 9-1-1 Telephone Network Aggregator and delivered alternatingly to Concord and Laconia. A small percentage of calls will be delivered in analog format via POTS or Centrex lines. Call delivery shall be configurable for routing calls based on geography or availability or both. All incoming traffic from the call delivery network will be in SIP format, but calls coming in from POTS or Centrex lines will need to be converted to SIP.  What is the maximum number of simultaneous calls allowed in the Solution? Please describe how the Solution will handle incoming calls, establishing SIP session, creating multiple connections (when transferring to a dispatch center for example) and how call tear down is handled. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 42 of 110 Topic 6 – Automated Call Distribution (ACD) Response Page Limit: 2 The PSAP equipment shall contain an on-site, intelligent call distribution system. The ACD shall contain the ability to provide seamless integration between the two primary PSAPs in Concord and Laconia. The ACD should combine both PSAP’s agents into one virtual ACD. The incoming request for emergency services queue, in conjunction with the selected ACD scheme, presents the incoming request for emergency services to the next call-taker in the same order that the incoming request for emergency services was received. In the event of a failure or interruption of service for the “Virtual ACD” both PSAP’s ACDs should have the ability to operate independently. PSAP managers shall have the ability to customize voice messages and select from several different 9-1-1 call ACD schemes, including:  Longest idle  Longest idle with alerting chime  Predetermined Priority  Ring All Telecommunicators  No ACD  Skill or Role-based call routing All five ACD schemes ensure that no two calls with the same ANI are placed in the call waiting queue at the same time, thereby assuring that hang-ups and hoax, or “prank”, calls do not tie-up incoming trunks. A separate series of ACD queues, which are First-In First-Out (FIFO), shall be available for incoming administration calls. Provide a detailed description of how the proposed Solution complies with these requirements. Topic 7 – Main Screen Requirements and Configurability Response Page Limit: 3 The main screen shall consist at a minimum of the following components: Menu Bar, Toolbar, Status Bar, Call Information Window, Conference Window, Static Page Window, Multiple Page Window, Keypad, Volume Control Window, Selective Transfer Agencies Window, Texting Window and TTY Interface Window. The keypad shall be used to dial telephone numbers or to input numbers as required. The keypad shall also provide access to the speed dial list and offer a redial function. The telecommunicator shall have the capability to select a redial number from a drop down list on the keypad. The list shall contain the last numbers dialed at the answering position with the most recent number appearing at the top of the list. STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 43 of 110 The main screen shall permit customization of the user interface, including window and button layout, window sizes, control element sizes and properties, font size and types on a per console UI layout basis. The console shall support the assignment of one or multiple console UI layouts and configuration based on the agent role within an agency. The Supervisor shall have the capability to modify the System sounds and button icons. The Supervisor shall have the capability to restore the original screen layout while making modifications.  In general, what are the customization abilities to the call-answering platform of the Solution?  Will DESC staff be able to customize the user interface, including window and button layout, window sizes, control element sizes, control element sizes such as font sizes and types on a per console UI basis?  Will the console support the assignment of one or multiple console UI layouts and configuration based on the agent role within an agency?  Will DESC staff have the ability to restore the original screen layout?  If not, how will DESC staff make these requests? Please describe your main screen functionality. Topic 8 – Text Messaging Response Page Limit: 2 The System shall accept text messaging integrated to the call taker’s station. When the call taker is presented with a text message emergency service request they must become unavailable to any other form of requests for service such as voice calls. Conversely, if they are currently active with a voice call they will not be presented with a text message. The System shall have similar abilities to handle a text message request for emergency assistance as it does for a voice request such as GIS functionality. All other normal call handling functions supported for voice calls should also be supported for text messaging such as the ability to join the call or monitor the call, previous call history, reporting, etc. Describe how the proposed System supports emergency text messaging and transferring or conferencing text messages to another PSAP or a local dispatch center. Topic 9 – i3 Logger Response Page Limit: 4 The Bidder shall provide a comprehensive Management and Reporting (MIS) solution which will provide PSAP management and other authorized personnel historical information. It shall be an on-site solution, user customizable and capable of generating reports for varying time periods. In addition to static reporting capabilities, the MIS solution should provide a dynamic reporting capacity which STATE OF NEW HAMPSHIRE DIVISION OF EMERGENCY SERVICES AND COMMUNICATIONS NG 9-1-1 CPE REFRESH DESC - RFP 2020-101 Page 44 of 110 would allow for custom groups, filters and unique totals for defined reports. The MIS solution should have traditional management and reporting capabilities that are industry standard but should also be forward focused and have an enterprise capability. The reporting capability shall be system-wide, as well as by individual PSAP, individual position, shift, or a specific telecommunicator. The PSAP equipment shall have the ability to provide call detail records after every terminated 9-1-1 call. The record should include but should not be limited to ANI, seizure time, position answered, answer time, disconnect time, incoming trunk number, etc. These should be in a report format, as opposed to raw data format. This information should automatically be saved as an electronic file in daily and/or monthly formats for permanent storage. Call Detail Records should be retrievable by the ANI or any other “key-word” search in the record. The vendor is responsible for migrating any data from the current MIS platform, working with the current MIS provider if necessary. The Vendor is required to maintain all legacy data into the new system and is responsible for incurring any costs associated with the migration.  Provide a list of the reports and capabilities standard with the proposed System.  Describe the technology used by the proposed System.  Describe what capabilities the i3 solution has regarding integration and support for next generation media types.  The System should be able to incorporate reporting data and transfer times fr

Department of Administrative Services,25 Capitol Street,Concord,NH 03301Location

Address: Department of Administrative Services,25 Capitol Street,Concord,NH 03301

Country : United StatesState : New Hampshire

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