PICKENS COUNTY

Request for Proposal

E-911 Emergency Services IP network, County Host Remote Call Answering System

Bid # 2014-23

April 2014

PICKENS COUNTY, SC

Request for Proposal

IP Based NG 9-1-1 Communications System

TABLE OF CONTENTS

1 PROJECT SCOPE............................................................................................................................ 1

1.1 Project Description..................................................................................................................................... 1

1.2 Project Objectives...................................................................................................................................... 1

1.3 Procuring and Contracting Office................................................................................................................ 21.3.1 Pre-Bid Conference...................................................................................................................................21.3.2 Calendar of Events....................................................................................................................................21.3.3 Product Demonstration.............................................................................................................................2

2 PREPARING AND SUBMITTING A PROPOSAL......................................................................3

2.1 General Instructions................................................................................................................................... 3

2.2 Proposal Organization and Format............................................................................................................. 3

3 BACKGROUND ON CURRENT ENVIRONMENT.....................................................................4

4 GENERAL SYSTEM REQUIREMENTS....................................................................................... 4

4.1 General Vendor Requirements................................................................................................................... 5

4.2 System Sizing............................................................................................................................................. 5

5 TECHNICAL REQUIREMENTS.................................................................................................... 6

5.1 ANI/ALI Controller..................................................................................................................................... 65.1.1 Telephony Switch......................................................................................................................................65.1.2 Scalable Solution.......................................................................................................................................65.1.3 Multi-User Configuration..........................................................................................................................6

5.1.4 System Application Servers.......................................................................................................................65.1.5 Call Control................................................................................................................................................65.1.6 Call Continuity...........................................................................................................................................75.1.7 Voice Over Internet Protocol (VoIP)..........................................................................................................75.1.8 Legacy Compatibility.................................................................................................................................75.1.9 Audio Signal Processing.............................................................................................................................75.1.10 Interface, Control Functions, Standards...............................................................................................75.1.11 System Availability................................................................................................................................75.1.12 Next Generation Functionality.............................................................................................................85.1.13 Future-proofed Architecture................................................................................................................85.1.14 Multi-media Calls..................................................................................................................................85.1.15 Interoperability....................................................................................................................................85.1.16 ISO Certification....................................................................................................................................85.1.17 Wireless compatibility..........................................................................................................................95.1.18 Power Distribution...............................................................................................................................95.1.19 Legacy Network Gateway/Legacy Public Safety Answering Point Gateway.........................................95.1.20 Protocols..............................................................................................................................................95.1.21 Bandwidth............................................................................................................................................95.1.22 CAS and NCAS.......................................................................................................................................95.1.23 Administrative Trunks..........................................................................................................................95.1.24 E9-1-1 CAMA (EM911) Trunks............................................................................................................105.1.25 Outgoing Trunks.................................................................................................................................105.1.26 Switch Administration and Maintenance...........................................................................................105.1.27 Network Security................................................................................................................................105.1.28 Public Safety Answering Point Firewalls.............................................................................................105.1.29 Ethernet Switch Configuration...........................................................................................................105.1.30 Remote ALI Retrieval System Interface..............................................................................................115.1.31 ALI Caching.........................................................................................................................................115.1.32 CAD Interface.....................................................................................................................................115.1.33 External Clock Interface......................................................................................................................115.1.34 E9-1-1 Network Compatibility............................................................................................................115.1.35 Malicious Software Protection...........................................................................................................125.1.36 Central Office/Tandem/PSAP Transfer...............................................................................................125.1.37 Outgoing Trunk/PSAP Transfer...........................................................................................................125.1.38 Selective Transfer...............................................................................................................................125.1.39 Abandoned Call Information..............................................................................................................125.1.40 Automatic Call Detail Record (CDR)....................................................................................................135.1.41 Redundancy........................................................................................................................................135.1.42 Flexibility............................................................................................................................................135.1.43 Central Equipment.............................................................................................................................135.1.44 Maintenance Access - System Reconfiguration..................................................................................145.1.45 Future Expansion................................................................................................................................145.1.46 Call Detail Records..............................................................................................................................145.1.47 Environmental....................................................................................................................................145.1.48 Specifications......................................................................................................................................155.1.49 System Diagrams................................................................................................................................15

5.2 Intelligent Workstation Equipment........................................................................................................... 155.2.1 PC Hardware Requirements....................................................................................................................155.2.2 Workstation and Console Configuration.................................................................................................155.2.3 User Interface.........................................................................................................................................155.2.4 Headset/Handset....................................................................................................................................155.2.5 Radio Integration....................................................................................................................................16

5.2.6 CTI Software Requirements.....................................................................................................................165.2.7 Operator Log-on......................................................................................................................................165.2.8 Position Software Update.......................................................................................................................165.2.9 Call / Line Indicators................................................................................................................................165.2.10 System Sounds and Icons...................................................................................................................165.2.11 Graphical User Interface.....................................................................................................................175.2.12 Screen Layout Lock.............................................................................................................................175.2.13 Screen Layout Restore........................................................................................................................175.2.14 Print Capabilities................................................................................................................................175.2.15 Status Windows..................................................................................................................................175.2.16 Automatic Number Identification.......................................................................................................175.2.17 Automatic Location Identification......................................................................................................175.2.18 ANI/ALI Preview.................................................................................................................................185.2.19 Wireless Call Handling........................................................................................................................185.2.20 Telecommunication Device for the Deaf/Teletype.............................................................................185.2.21 Call Review.........................................................................................................................................195.2.22 Instant Messaging..............................................................................................................................195.2.23 Automatic ALI Rebid...........................................................................................................................195.2.24 ALI Parsing..........................................................................................................................................195.2.25 Conference.........................................................................................................................................195.2.26 Speed Dial - Contacts..........................................................................................................................205.2.27 Speed Dial – Icons...............................................................................................................................205.2.28 Callback..............................................................................................................................................205.2.29 Hold....................................................................................................................................................205.2.30 Forced Disconnect..............................................................................................................................205.2.31 Muting................................................................................................................................................205.2.32 Monitor..............................................................................................................................................215.2.33 Barge-In..............................................................................................................................................215.2.34 Static Map..........................................................................................................................................215.2.35 Recommended Spares........................................................................................................................215.2.36 Instant Recall Recording.....................................................................................................................215.2.37 Workstation Recorder Interface.........................................................................................................215.2.38 Diagnostics.........................................................................................................................................225.2.39 Expansion Capability...........................................................................................................................225.2.40 ANI/ALI Admin Phones.......................................................................................................................22

5.3 Distributed PSAPs.................................................................................................................................... 22

5.4 Remote Monitoring.................................................................................................................................. 23

5.5 Extended Maintenance............................................................................................................................ 23

5.6 Admin ALI Deskset Phones....................................................................................................................... 23

5.7 Programmable Keypads........................................................................................................................... 23

5.8 Reports.................................................................................................................................................... 235.8.1 Data Analysis and Reporting...................................................................................................................235.8.2 Report Manager......................................................................................................................................245.8.3 Report Parameters..................................................................................................................................24

5.9 Administration and Alarms....................................................................................................................... 255.9.1 Administration........................................................................................................................................25

5.9.2 Self-Monitoring.......................................................................................................................................255.9.3 Remote Access........................................................................................................................................255.9.4 Alarm Categories.....................................................................................................................................25

5.10 Installation.......................................................................................................................................... 265.10.1 Completion.........................................................................................................................................265.10.2 Removal of Old System.......................................................................................................................265.10.3 System Grounding..............................................................................................................................265.10.4 System Power.....................................................................................................................................265.10.5 System Build Out................................................................................................................................26

5.11 Documentation.................................................................................................................................... 275.11.1 As-builts..............................................................................................................................................275.11.2 Manuals..............................................................................................................................................27

5.12 System Acceptance Testing.................................................................................................................. 275.12.1 Acceptance Testing.............................................................................................................................275.12.2 Failure Levels......................................................................................................................................275.12.3 Final Acceptance Testing....................................................................................................................285.12.4 Measurable Testing............................................................................................................................285.12.5 System Failures due to External Causes.............................................................................................28

5.13 Training............................................................................................................................................... 285.13.1 Training Requirements.......................................................................................................................285.13.2 Training Curriculum............................................................................................................................295.13.3 Training Material................................................................................................................................295.13.4 Training Schedule...............................................................................................................................29

6 REFERENCES............................................................................................................................... 29

7 WARRANTY AND MAINTENANCE......................................................................................... 29

8 COST PROPOSAL........................................................................................................................ 29

9 EVALUATION AND AWARD CRITERIA................................................................................30

1 Project Scope

1.1 Project DescriptionThe County of Pickens, SC hereafter referred to as the “County”, is seeking a qualified and experienced vendor to provide a E9-1-1 Communication System that will be used to process, answer and direct all calls placed to 9-1-1 in the County regardless of the network of origin.

This project shall include equipment, installation, services, and training of County personnel in both user as well as Technician Level training. All training shall be conducted on-site at Pickens County’s facilities. The equipment could possibly be installed at 4 locations within Pickens County:

Pickens County Sheriff's Office, 216 C. David Stone Road, Pickens, SC Easley Police Department, 220 NW Main St, Easley, SC Clemson University Police Department, Clemson University, Clemson, SC E-911 Office, 222 McDaniel Ave, Pickens, SC 29671

All equipment shall be installed in accordance with local, state, and federal code requirements. Additionally, all equipment shall be installed to meet or exceed “R-56” grounding standard.

1.2 Project ObjectivesThe County recognizes that a robust E9-1-1 communications system capable of accepting all calls for emergency services no matter the network of origin (PSTN, VoIP, VoIM) in an efficient and accurate manner is the primary responsibility of the County. The County desires to purchase an ANI/ALI Controller NG9-1-1 system to meet the current and future needs of the citizens of the County. Reduced system cost, enhanced Operator capability, remote diagnostics, and a system architecture designed to accept future types of calls are some of the important objectives of this project. Initially, the project will be installed to support CAMA Trunks for 911 service. However, the County expects to fully transition to NG9-1-1.

The intent of this RFP is to install a new ANI/ALI Controller with a NG9-1-1 ready PSAP solution. The identified requirements focus on supporting a complete turnkey customer premise equipment (CPE) installation utilizing NG9-1-1 NENA i3 industry standards or recommendations for interconnection.

This document provides the minimum requirements for the ANI/ALI controller, workstation options and NG9-1-1 network interfaces. The intent of this document is to provide the requirements for the NG9-1-1 single site solution. It is not the intent to

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provide details that would focus the Vendor’s solutions toward one particular technology. Vendors shall provide their individual solution(s) and products configured in a manner consistent with the latest NG9-1-1 recommendations of the National Emergency Number Association (NENA) and the Association of Public Safety Communications Officials (APCO).

1.3 Procuring and Contracting OfficeThis Request for Proposal (RFP) is issued by the County which is the sole point of contact during this selection process. The County’s intent is that this RFP permit competition. It is the responsibility of those submitting proposals to advise the County in writing if any language, requirement, specification, etc., or any combination thereof, inadvertently restricts or limits the requirements stated in this RFP to a single source. The County must receive such notification no later than fifteen (15) days prior to the date set for acceptance of proposals Vendors must submit notifications to the address below:

Pickens County Administration Facility222 McDaniel AvenuePickens, SC 29671

1.3.1 Pre-Bid Conference A Mandatory Pre-Bid Conference will be held at 10:00 A.M. on Thursday, April 24, 2014 at the Pickens County Administration Facility, 222 McDaniel Avenue, Main Conference Room, Pickens, SC 29671. It is mandatory that all interested Vendors attend the Pre-Bid Conference. All Vendors not having a duly authorized representative at the conference will be disqualified from bidding this project.

1.3.2 Calendar of Events Event Date

RFP Available April 7, 2014Pre-Bid Conference April 24, 2014Vendor Submission of Proposal May 14, 2014Evaluation of Proposals TBDSelection of Proposed Award TBDAward Recommendation TBD

Council Review/Approval TBDContract TBDImplementation August 2014

1.3.3 Product Demonstration As part of the evaluation process, the County reserves the right to ask for a demonstration of products and systems contained with a Vendor’s proposal to assess the proposed technology.

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2 Preparing and Submitting a Proposal

2.1 General InstructionsThe evaluation and selection of a contractor and the contract will be based on the information submitted in the Vendor’s proposal plus references and any required on-site visits or oral presentations.Each point by point response from the Vendor must be answered with one of the following responses:

Understood – The Vendor completely understands the specific requirement, conditions and or desires that the RFP has set.

Comply – The proposed solution will fully meet requirement, functionality is currently supported in the current product software release.

Exception – The proposed solution complies partially with this requirement. Any exceptions must be explained. If a Vendor takes exception but an alternative to the requirement is recommended, the alternative must be explained and any cost identified. Exceptions will be evaluated and considered but are not necessarily acceptable solutions to the requirement as expressed.

Does not Comply – The proposed solution does not fully comply with this requirement.

Explanation – Response requires an answer to a question rather than a stated requirement.

2.2 Proposal Organization and FormatTwo hard copies and one electronic copy of proposals shall be provided.Proposals shall be typed and submitted on 8.5 by 11 inch paper. Electronic proposals should be sent on compact disc (CD). The proposal should be organized with the following major sections:

1. Cover Letter2. Executive Summary3. Vendor Profile & References4. IP Based NG9-1-1 Communication System (point-by-point response to the RFP)5. System Diagrams6. Detailed Pricing

The executive summary should explain the features and benefits of the Vendor’s offer. The executive summary should briefly introduce the Vendor to the County, describe the Vendor’s approach to solutions sought by the RFP, describe the major features and benefits of the Vendor’s approach, offer insight into risks that might arise from this RFP or the Vendor’s response, an explanation of how pricing was determined, and any additional costs that this RFP did not anticipate.

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3 Background on Current EnvironmentPopulation served is approximately 120,000 residents. There are approximately 45 911 PSAP Operators which includes 37 dispatchers and 8 supervisors and admin support personnel. Approximately 414,207 telephone calls for service were responded to from January 2013 to December 2013. Of these, 65,918 were 911 calls and 348,289 were seven digit emergency and administrative calls.

4 General System RequirementsThe County wishes to replace its existing system with a system which is NG9-1-1 NENA i3 ready. The system must position the County so that a forklift upgrade of the equipment will not be required at any time along the migration path to true NG9-1-1. Any costs associated with installation of NG911 Functional Elements shall be clearly identified, as well as a clear migration path The system shall use TCP/IP and related internetworking technologies to support the NG9-1-1 PSAP solution.It is anticipated that a state level Emergency Services IP Network (ESInet) will be implemented in the future and will interconnect regional ESInets, individual PSAPs and eventually will be part of a nation-wide ESInet. This will allow flexibility in call-taking such that Operators no longer will have to be physically constrained to a specific PSAP.The new system shall be built on secure, open standards so that interoperability with other NENA-compliant systems and ESInets is assured.

The 9-1-1 ANI/ALI Telephony Switch shall have a pair of Application Servers operating as a high availability virtual server. Vendors shall disclose risks to achieving high availability (99.999 percent) in their proposed solution. The Vendor should provide SLA depending on level of availability. Legacy circuits must be distributed across multiple gateways.

The system must accept NENA i3 VoIP calls and associated data.

Under no circumstance shall a failure in any system component disable more than 50% of the intelligent workstation/phone positions. The Vendor should provide SLA identifying penalties associated with system component failure.

The County will provide one broadband Internet connection to be used for remote access by the Vendor. The Vendor is responsible for providing, programming and maintaining a secure VPN/firewall device capable of either AES-256 or 3-DES encryption for this purpose. The County requires that a single headset may be used for phone and radio audio without the requirement for manual switching between the two. The headset interface shall be NENA 04-001 compliant and shall integrate with Motorola Gold Series Elite Console and support an external speaker simultaneously.

The new system must be able to connect to the ALI Database via IP or serial RS-232.

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4.1 General Vendor RequirementsThe following general Vendor requirements must be complied with:

Certified to the ISO 9001:2001 or 9001:2008 standard Minimum 5 years history in providing IP based mission-critical

telecommunication systems Minimum of 5 reference for customers, preferably in the southeast, who have

purchased similar IP-based NG9-1-1 ready systems Local distribution and equipment depot(s) capable of providing access to

adequate spare parts, materials and testing equipment needed to maintain system within the response time(s) specified in this RFP.

Clear documentation of equipment, services and prices offered Shall secure a performance bond that shall encompass the entire project

4.2 System SizingThe system shall be sized to meet the following minimum requirements and also allow for expansion:

PSAP Positions Trunks Admin LinesPickens County 911 6 4 9Easley PD 3 2 3Clemson University PD 2 2 6

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5 Technical Requirements

5.1 ANI/ALI Controller

5.1.1 Telephony Switch The NG9-1-1 ANI/ALI controller must be IP based and shall comply with all current NENA standards. By definition IP-based means that the design of the system is such that primary processing of voice communications is done within an IP architecture. Hybrid TDM systems that have IP capability are not acceptable. Additionally, the initial installation shall be capable of accepting traditional CAMA Trunks. It shall be upgradable to NG911 connectivity without additional charges for hardware, software, or professional services.

The solution shall support installation in a geo-diverse redundant configuration. The geo-diverse redundant solution shall be composed of standalone controllers.Additionally, each individual controller shall be fully redundant and fault tolerant.

5.1.2 Scalable Solution The System shall accommodate multiple tenants while allowing each PSAP tenant to manage their individual call taker positions, PSAP configuration and local call routing.

5.1.3 Multi-User Configuration Multiple administrators shall be capable of initiating changes to individual PSAP configurations. Changes shall only be visible to each respective PSAP.

5.1.4 System Application Servers The NG9-1-1 ANI/ALI controller must have two fault tolerant physical application servers. The servers must operate together as a high availability virtual server. Both servers must operate simultaneously in lockstep with each other.Systems which utilize a primary and backup and/or A and B server configuration that requires a switchover are not acceptable.

5.1.5 Call Control The system’s core VoIP call control shall be based upon the SIP Protocol. The Switch shall be specifically designed for 9-1-1 and shall not permit calls to be “hung” or lost. The Switch shall not use ‘keep alive’ signaling for call recovery.

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5.1.6 Call Continuity Incoming 9-1-1 calls must be presented to an operator even if the caller hangs up or if there is a failure in the call path; the operator must be able to initiate a call back.

If an outbound call leg fails, the system must preserve the call and route it to another destination.

The system must analyze VoIP quality metrics including jitter and delay; and be capable of re-initiating the call on a different network if these metrics fall under pre-determined thresholds.

5.1.7 Voice Over Internet Protocol (VoIP) The Switch must utilize VoIP switching technology. The system must be capable of being remotely accessed via Virtual Private Network (VPN) for online monitoring, system administration, and maintenance positions.

5.1.8 Legacy Compatibility The proposed system must handle calls from legacy selective routers with the same speed and accuracy as if they were VoIP calls.

5.1.9 Audio Signal Processing Any CODEC audio signal protocol entering the central CPE equipment from direct VoIP Internet Service Providers (ISPs) must be supported utilizing VoIP CODEC techniques. The system shall attempt to negotiate the use of G711 to maximize call fidelity.

5.1.10 Interface, Control Functions, Standards

The new solution architecture shall consist of a complete ANI/ALI controller system with interface modules to external circuits. The ANI/ALI control functions shall combine into a fully redundant solution. The architecture shall conform to NENA i3 standards, as well as requirements outlined in this document. The Vendor shall configure the PSAPs as a fully survivable solution offering a fault tolerant and secure architecture.

5.1.11 System Availability It is a requirement that the system deliver an industry standard up time of 99.999%.

The Vendor shall describe any predictable maintenance or upgrade process affecting hardware, firmware or software that would require the proposed solution be removed from service for any length of time.

The Vendor shall describe the method for uninterrupted service in the event of the unavailability of a PSAP system.

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5.1.12 Next Generation Functionality The solution shall not require a fork lift upgrade to deliver NG9-1-1 functionality at any point along the migration path to true NG9-1-1 ("Network-of-Networks" as envisioned by the United States Department of Transportation [USDOT], NENA and others) solution be compliant with consensus standards of industry associations, regulatory bodies, carriers and vendors.

The Vendor shall describe how the solution will comply with standards as they emerge for such core NG9-1-1 functions as:

ECRF LVF Implementation of a Statewide GIS database ESRP BCF

Immediate compliance with all new standards as soon as they are released is not expected but the Vendor shall describe how the lag time between ratification of a new standard and compliance will be minimized.

5.1.13 Future-proofed Architecture The system shall be designed to future-proof the County against the requirement for a ‘forklift’ upgrade of CPE equipment at any time during the transition to NG9-1-1.

5.1.14 Multi-media Calls As part of the evolution of 9-1-1, new call types are inevitable. These new call types include instant messaging, cellular phone texting, multi-media messaging, video messaging and non-human initiated calls (e.g. alarms and vehicle emergency devices).The State intends to be able to handle NENA i3 compliant calls in the future, potentially before national standards are fully adopted.

The Vendor shall describe how their solution supports multi-media calls now or how it will in the future. Please describe any industry testing for such calls you have participated in and describe any prototypes or production models that have been developed to support multi-media calls.

5.1.15 Interoperability Which NENA NG9-1-1 Industry Collaboration Events has your company participated in?

If you have not participated in the events and/or not tested products proposed, please explain any alternative interoperability testing that you have participated in.

5.1.16 ISO Certification Vendor’s organization shall be certified to the ISO 9001:2008 or 9001:2001 standard.

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5.1.17 Wireless compatibility The ANI/ALI Equipment MUST be Wireless Phase I and II compatible per FCC requirements.

5.1.18 Power Distribution Describe how power at each controller site is delivered to the equipment such that thefailure of a single power feed will still allow the controller to function without loss of ability to process calls.

5.1.19 Legacy Network Gateway/Legacy Public Safety Answering Point Gateway. Given the mission-critical nature of the system and the various interfaces that need to be supported now or in the future, redundant legacy gateways shall be supported. It is anticipated that the final implementation of the system will support few LNG, however it is understood that during the initial transition period, all PSAPs shall be able to process calls.

The Vendor shall describe the design of the interfaces and means to support legacy systems, providing the same redundancy as fully transitioned locations.

5.1.20 Protocols The system shall use TCP/IP network connectivity and client/server network design. Calls shall be transported as VoIP between the Central Equipment and the Positions.

The system must provide support for the SIP REFER method of transferring calls.

The system must support the PIDF-LO protocol for the delivery of location information in SIP.

5.1.21 Bandwidth Vendors must state the bandwidth requirements for remote operator positions, lines and trunks. Vendors must describe any overhead created by “keep alive” messaging between components.

5.1.22 CAS and NCAS The ANI/ALI controller must be compatible with eight, ten, and twenty-digit ANI delivery, and non-call associated signaling (NCAS) solutions.

5.1.23 Administrative Trunks The controller shall interface with PSAP's administrative lines. These lines are currently supported by various carriers and technologies and terminate at each individual PSAP. Caller-ID functionality with name or name and number delivery shall be provided on all administrative telephone line interfaces.

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Centrex style administrative circuits will be supported with either three digit or four digit Centrex functionality.

Administrative or ten digit emergency lines as designated by each PSAP may terminate on the workstations with caller ID functionality with name or name and number delivery if supplied by the carrier.

5.1.24 E9-1-1 CAMA (EM911) Trunks The ANI/ALI Controller must provide legacy TDM support for CAMA Direct IP trunksThe proposed system must provide a SIP based PSAP interface for emergency and administrative calls. Please describe any additional equipment required to meet this requirement.

5.1.25 Outgoing Trunks The proposed system must provide outgoing 9-1-1 trunk capabilities so that received 9-1-1 calls can be sent to other 9-1-1 systems via a CAMA trunk or SIP trunk.

5.1.26 S w itch Administration and Maintenance The IP based controller shall be administered, monitored and managed both locally and remotely. A 1U foldable Liquid Crystal Display (LCD) or Light Emitting Diode (LED) screen, Keyboard, Video and Mouse (KVM) unit, with enough ports to support all the devices in the rack, shall be installed on the central equipment rack(s) to allow maintenance personnel access to servers, gateways, switches, routers and other system devices. There shall be the single point of administration for software/firmware upgrades, Operating System (OS) and security updates. Remote administration shall also be required through a secure virtual private network (VPN) tunnel.

The Vendor shall describe their solution for administration and maintenance.

5.1.27 Network Security All network interfaces connected to either a managed WAN or protected via a VPN through the public Internet shall include protection against security attacks from outsiders and insiders.

5.1.28 Public Safety Answering Point Firewalls The Vendor shall specify whether their solution requires a firewall within its network design to provide security and protection to the system. If so, the proposal shall include a firewall provided for each PSAP. If a firewall is not needed, the provider shall provide a detailed description why one is not needed.

5.1.29 Ethernet S w itch Configuration

The Vendor shall provide multiple managed Ethernet switches throughout the network

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of sufficient capacity to allow for distribution of all IP based devices across such switches in such a fashion to minimize the impact of the loss of one Ethernet switch to the network and the operation of the remote PSAPs.

5.1.30 Remote ALI Retrieval S y stem Interface The ANI/ALI Equipment must interface to the ALI Database provided by the the LEC and/or ESInet provider. The system must have at least two output interfaces for transmission and receipt of wireless and VoIP call data to the ALI Database.

The proposed system shall have auto ALI Rebid capability and shall also be configured to allow Manual ALI queries.

The ANI/ALI Equipment must be compatible with eight and ten digit remote database query methods.

The solution shall also support advanced NENA Extensible Markup Language (XML) tags for standardized data exchange.

5.1.31 ALI Caching The system must cache ALI data received from third-party ALI databases (i.e., Telco ALI database). The system must send stored (cached) ALI information in response to subsequent queries for the same information providing faster ALI display on call taking workstations in the event the call is transferred to another system workstation or placed into conference..

5.1.32 CAD Interface This system shall be capable of providing an, “ALI Dump” of all inbound 911 calls, to the GIS Map interface as provided by Interact CAD System. In other words, all inbound 911 calls shall be displayed on the CAD Map before the 911 Operator has answered the 911 call. There shall be no delay in ring time for the 911 call while accomplishing this.

5.1.33 External Clock Interface Each controller shall be equipped with and interfaced to an external master clock in order to ensure consistency of time stamps added to event records and reports from all NG9-1-1 host equipment. Compatibility with NENA Standard 04002- v4 is required.Public Safety Answering Points connected to the controller's network shall be able to query the master clocks via a Network Time Protocol (NTP).

5.1.34 E9-1-1 Network Compatibility The solution, including software, hardware and interconnections, proposed by the Vendor in response to this Request for Proposal shall be compatible with the local Telephone Company’s network infrastructure.

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5.1.35 Malicious Software Protection All personal computer (PC) based machines (servers and workstations) in the network shall have virus protection software installed and functioning. The provider shall provide a mechanism to keep the virus protection up to date that is not dependent upon PSAP monitoring. The virus protection shall be updated via a centrally managed virus signature/definition server. The virus protection software shall update the virus signature/definition file daily. When the anti-virus software developer supplies notification of an update, implementation of that update shall begin immediately. An automated update process is highly recommended. Anti-virus software shall be enabled on the device at start-up and employ resident scanning. Anti-virus software shall be used to perform full system scans at least monthly. Servers and all files made available as network shares should be checked on a weekly basis. It is preferred that the Vendor have a way to test and approve the virus signature/definitions immediately upon release to assure no negative interaction with the system.

5.1.36 Central Office/Tandem/PSAP T ransfer The ANI/ALI Controller shall provide the capability for an established E9-1-1 call to be transferred by the Operator, via the E9-1-1 tandem office, to another PSAP or some other destination using hook flash signaling.

5.1.37 Outgoing Trunk/PSAP Transfer The ANI/ALI Controller Switch shall provide the capability for an established E9-1-1 call to be transferred by the Operator on an outgoing trunk to another PSAP without requiring hook flash signaling. The transfer shall be initiated by the single click of a transfer button and shall be transparent to the tandem. The ANI shall be transmitted with the transferred call.

5.1.38 Selective Transfer The ANI/ALI Controller must be able to provide the capacity for access to a minimum of eight (8) emergency service providers via speed dial for each ESN. This capability will allow an Operator to transfer a call to an agency and establish a conference call.

5.1.39 Abandoned Call Information The ANI/ALI Controller shall be capable of collecting the ANI digits and processing the ALI lookup regardless of the condition of the call: active or on-hook.The ANI/ALI Controller shall collect the digits immediately after applying battery to the 9-1-1 trunk and then process the ALI lookup. The ANI of the abandoned caller must be available for viewing by the Operator in an abandoned call queue.

5.1.40 Automatic Call Detail Record (CDR) The ANI/ALI Controller shall capture, and store, all available information

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pertaining to each 9-1-1 call on the application/telephony virtual server and be accessible to the MIS package for reports. Reporting must be available based on both individual PSAP and collectively for all PSAPs.

5.1.41 Redundancy The system architecture shall be such that the failure of any one component or module will not result in total system failure, but only the loss of the equipment associated with that module. All vital system modules must be protected through the use of redundant modules to ensure single point failure tolerance.Furthermore, the County desires to eliminate single points of failure between the PSAPs and public switched networks wherever economically feasible. This may include geographic route diversity as well as other system designs that provide similar functional communications support. Proposed solutions should include mitigation options for these points of failure and the costs associated with accomplishing various levels of redundancy and reliability. Regardless of system design, circuit connections between the PSAP and central offices must have priority restoration service.

5.1.42 Flexibility The proposed solution shall have the demonstrated ability to effectively manage and process a variety of different call formats including:

Traditional analog or digital telephone calls Wireless calls in compliance with the FCC Phase 1 and Phase II mandate for full

call integration VoIP in native format in compliance with the emerging NENA i3 standard Telematics

As standards are developed, the proposed solution shall have the demonstrated ability to manage and process the call formats including:

Video Instant Messaging (IM) Voice over Instant Messenger (VoIM) Short Message Service (SMS), "Cellular Text"

5.1.43 Central Equipment All central equipment shall be rack mounted in a cabinet. The cabinet must be securely mounted to the floor and properly grounded. The rack must have dual power supplies. A minimized foot print is desirable. Vendor shall provide recommendations for additional uninterruptable power supplies as needed.

5.1.44 Maintenance Access - System Reconfiguration On-site personnel shall be able to remotely login securely, and off-site personnel shall be able to remotely access the 9-1-1 Communications Center system securely using CISCO’s AnyConnect. Vendor shall provide, configure, and install appropriate ASA

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device to facilitate the above. Using the AnyConnect, personal shall be able to login and be able to perform the following minimum tasks:

1.Modify the answering positions parameters 2.Modify the user login ID information and permission 3.Modify the 9-1-1 trunk parameters 4.Modify the Central Office (CO) line parameters 5.Modify the ring-down line parameters 6.Assign a module or a port to give the user the ability to:

A. Quickly view a multitude of system settings for each entity (9-1-1 trunk, user, etc.)

B. Reconfigure advanced settings to adapt the system to the exact requirements of a particular setup without technical assistance from the manufacturer

C. Customize the system according to the operational preferences of a particular setup

D. Upgrade the system for new or expanded uses E. Safeguard the system by backing-up the system database F. Troubleshoot the system

5.1.45 Future Expansion The system described in these specifications shall be capable of meeting today's needs as well as future expansion in order to meet anticipated future growth. It shall be capable of supplying the equipped wired and maximum quantities specified in this document without replacing any in-place common equipment. The system shall be installed with adequate processor and hardware to meet this growth.The Vendor shall state the expansion capability of their equipment, describing the overall system capacities including the number of incoming 9-1-1 trunks, the number of answering positions, the number of telephone lines.

5.1.46 Call Detail Records The solution shall provide CDR for all calls including VoIP calls. The solution shall provide QoS information, per NENA i3 standards, for each call to ensure that SLAs are being met. Quality of service information should be accessible through the Vendor’s maintenance function.

5.1.47 Environmental All central equipment shall be capable of operation at the following minimum and maximum conditions:

Temperature: 5 to 40 degrees Celsius Relative Humidity: 10% to 85%, non-condensing

5.1.48 Specifications All equipment shall comply with, but not be limited by, the following specifications and

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standards:

Comply with FCC rules part 15, class A for EMI Comply with FCC rules part 68 Industry Canada CS03, ICES-003 UL/CSA 6950 3rd edition CE compliant – (International requirement) NENA 04-001 Generic Standards for E9-1-1 PSAP Equipment

5.1.49 System Diagrams The Vendor shall provide one or more system diagrams detailing system connectivity and major components.

5.2 Intelligent Workstation Equipment

5.2.1 PC Hard w are Requirements The Intelligent Workstation (IWS) shall be state-of-the-art, digital technology and must be equipped with all necessary ancillaries including keyboard, mouse, speakers and a 21” flat panel monitor.

5.2.2 Workstation and Console Configuration The system should be designed and implemented in a fashion that enhances call taker comfort and efficiency by streamlining the work environment. This should include KVM or similar functional technology with allows each call taker to manage multiple workstations through one keyboard, monitor and mouse. The system should work with all connected devices while maintaining any special functions and characteristics native to each device. This includes the full use of any extra function keys, wheels, buttons and controls. The system should be fully compatible with the use of wireless keyboard and mouse as well as touchscreen monitor. The system should also allow workstations to be placed within safe locations such as centralized racks rather than under call taker consoles. However, system sounds and alarms should be transmitted such that they are easily heard and distinguished by call takers regardless of actual workstation location.

5.2.3 User Interface The user interface must be based on the Microsoft .NET framework to allow incorporation of new application requirements.

5.2.4 Headset/Handset The Intelligent Workstation shall provide an analog audio interface to a headset/handset and to the radio system arbitration unit to accommodate both radio and 9-1-1 audio in the same headset/handset. The headset interface shall be NENA

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04-001 Compliant.

5.2.5 Radio Integration The workstation must provide an interface to the radio system. Operators shall use the same headset for both radio and telephone conversations and shall be NENA 04-001 Compliant

5.2.6 CTI Software Requirements The 9-1-1 client application software must be compatible with Microsoft Windows™ 7. The screen layout must be completely customizable by the County. The 9-1-1 client application must be a true soft phone and operate independent of any associated telephone instrument. If a fault occurs in the application or PC while a call is active the call must be presented to another operator.

5.2.7 Operator Log-on The system shall require Users to log-on with a username/password combination. Upon successful completion of the log-on, each Operator will be presented with a selection of pre-configured roles.

The screen layout presented to the Operator shall be based on a user/role combination. If a user/role combination has not been defined for the Operator then the screen layout presented to the Operator shall be based solely on the selected role. Operators shall be able to log-on at any position and be presented with the identical screen layout associated with the selected role.

5.2.8 Position Software Update At log-on, the server shall verify the Intelligent Workstation’s software version against its own cached Intelligent Workstation software version. If a newer version of the software exists on the server then an automatic update should occur.

5.2.9 Call / Line Indicators The Intelligent Workstation shall indicate incoming emergency and non-emergency calls by both audible and visual means. 9-1-1 trunks shall have a different audible and visual signal from admin lines. All 9-1-1 trunks shall be visible from the Intelligent Workstation and shall display as soon as the trunk rings.

5.2.10 System Sounds and Icons The Intelligent Workstation shall allow a supervisor to modify system sounds and buttons.

Buttons must be customizable with, for example, the crests of various emergency response agencies.

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5.2.11 Graphical User Interface The GUI must consist of a number of windows and toolbars, each of which can be located in a position on the screen deemed most optimal by the County.

5.2.12 Screen La y o ut Lock The screen layout shall be automatically locked when the Operator logs in to the answering position.

5.2.13 Screen Lay o ut Restore The supervisor shall have the capability to restore the original screen layout while making modifications.

5.2.14 Print Capabilities The Intelligent Workstation shall provide an interface port for manual printing of ALI and TDD conversation upon call release. It is required that the Intelligent Workstation send print jobs to a network printer.

5.2.15 Status Windows The Intelligent Workstation shall present the supervisors with the status of the following categories:

Number of Active 911 Calls Number of 911 Calls on Hold Number of 911 Calls Ringing Number of 911 Abandoned Calls Number of Active Operators

The numbers shall be summarized and presented on icons.

5.2.16 Automatic Number Identification The Intelligent Workstation shall provide visual display of the emergency caller's telephone number and any i3 compliant standards.

5.2.17 Automatic Location Identification The Intelligent Workstation shall provide visual display of the calling party's street address information based on legacy ANI and ALI and any i3 compliant standards. The Intelligent Workstation shall also be capable of extracting geographical coordinate information from the ALI file received and transmitting this information to geographical mapping software with i3 standards.

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5.2.18 ANI/ALI Preview The Intelligent Workstation shall open a new call information window, containing the ALI, for each new call in the queue. Each call information window shall display the ANI of the call on the call information window tab to allow Operators to navigate between call information windows and view the ALI of calls in progress and in the queue.

5.2.19 Wireless Call Handling The Intelligent Workstation shall present Wireless calls and shall include all standard call-handling features.Single step wireless callback is mandatory as the Operator shall not be required to perform a manual ANI callback for wireless calls.

5.2.20 Telecommunication Device for the Deaf/Teletype Next Generation 9-1-1 anticipates that deaf and hard of hearing callers will migrate from TTY to other forms of communication including real time text devices and various forms of relay.

Although use of TTY is expected to decline, it cannot be assumed that TTY will be completely gone by the time transition to NG9-1-1 is complete. Therefore, PSAPs shall be capable of receiving calls from TTYs. As it cannot be ensured that all audio calls will transit a transcoder, the PSAP Intelligent Workstations will need to recognize baudot tones and display text, as well as accept typed text and generate baudot tones on either 9-1-1 calls or ten-digit emergency lines.

The Intelligent Workstation shall allow operators to communicate with TDD/TTY callers directly from their 9-1-1 Intelligent Workstation keyboard, without requiring the use of any external device.

Additional specifications are as follows: Operators shall be capable of manually connecting to emergency calls

originating from ASCII- type TDD/TTY equipment, as well as originating both baudot and American Standard Code for Information Interchange (ASCII) calls from their answering position. The Intelligent Workstation shall allow users to store and access (send) a minimum of twenty (20) pre-programmed TDD/TTY messages, as well as to print the previous TDD/TTY conversations.

The operator shall have the ability to create a conference between the TDD/TTY caller and up to four (4) non-TDD/TTY parties either in 9-1-1 call-taking mode or administrative call-taking mode.

The TDD/TTY function shall allow an operator to transfer a TDD/TTY call to another operator position.

The TDD/TTY function shall allow the operator to alter its operation to comply with Americans with Disabilities Act (ADA) requirements for Hearing Carry Over (HCO) and Voice Carry Over (VCO) calls.

The two-way TDD/TTY conversation and text information shall also be stored

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on the Application/Telephony Server.

5.2.21 Call Review The Intelligent Workstation shall allow the Operator to view the ANI information of at least the last 20 calls released at the answering position.

5.2.22 Instant Messaging Each workstation shall have the ability to send an instant message to any other workstation on the system.

5.2.23 Automatic ALI Rebid The Intelligent Workstation shall automatically update XY coordinates at regular intervals. This feature shall be configurable as to the number and frequency of intervals on a per wireless provider basis as well as manual rebid capability

5.2.24 ALI Parsing The Intelligent Workstation shall guarantee that ALI data is appropriately and consistently displayed when interfacing with different ALI providers that send their information in various formats (i.e. wireline vs. wireless).

The system must provide a method for formatting the ALI for calls with 20-digit ANI Call Path Associated Signaling (CAS) and 10-digit Non-Call Path Associated Signaling (NCAS) so the CPN appears in the same location as it does for landline calls. This formatting or "normalizing" must provide the CPN to the ANI callback list for CAS and NCAS calls received.

5.2.25 Conference The Intelligent Workstation must provide the Operator the ability to remain on a call and add a new party to the conversation without putting the caller on hold - the caller must remain on-line at all times.

The system must support up to 10 simultaneous conferences of up to 10 call participants each.

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.

Operators shall be able to mute any participant in the conference and shall be able to exclude any participant from hearing other parties in the conference to allow for private consultation.

The audio quality of conferences shall not degrade as more participants are added or as more conferences are initiated.

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5.2.26 Speed Dial - Contacts The Operator speed dial shall allow the Operator to quickly access frequently called telephone numbers from a pre-programmed list of contacts.

The Operator shall simply double click on the on the contact in order to initiate the speed dial.

Speed dials shall be customizable with, for example, the logo of a response agency.

5.2.27 Speed Dial – Icons The Operator shall be allowed to initiate a speed dial simply by clicking on an icon which has been preconfigured with the telephone number. It shall be possible to group speed dial icons in a logical manner.

It shall be possible to initiate a speed dial conference with the single click of a speed dial icon.

5.2.28 Callback The Intelligent Workstation shall have the ability to callback a 9-1-1 caller by dialing the ANI received during the E9-1-1 call setup.The Intelligent Workstation shall provide a single feature key to perform this operation. Manual dialing of the number by the Operator shall not be necessary.The callback of emergency TDD and wireless calls shall be performed in the same manner.

5.2.29 Hold The answering position must allow the Operator to place up to five 9-1-1 or administrative calls on hold with a single keystroke or mouse click. The ANI/ALI controller system must store the ANI/ALI information while the call is on hold, hence avoiding repetition of the ALI request.

5.2.30 Forced Disconnect Operators shall be capable of releasing an existing E9-1-1 call at any time, regardless of whether the calling party has hung up.

5.2.31 Muting Operators must have the ability to block a caller from hearing and talking with the remaining parties in the conference.

5.2.32 Monitor Any authorized Operator or supervisor must have the ability to silently listen to another Operator’s telephone conversation from his/her workstation. Such action must not cause any audio or visual disturbance at the monitored answering position.

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5.2.33 Barge-In The Intelligent Workstation shall give the Operator the ability to barge into an existing call by clicking on the appropriate circuit indicator on their screen or pressing the appropriate line appearance on the telephone.

5.2.34 Static Map It shall be possible to configure and display a Static Map on the screen. The Static Map may be used to display major intersections and landmarks. The Map shall automatically hide when a 9-1-1 call is received.

The Static Map does not replace a dynamic mapping or CAD application and is intended for General Reference only. The Vendor should describe any capability the map has which enhances its usefulness.

5.2.35 Recommended Spares The Vendor shall provide a list of recommended spares and shall be provided as part of this RFP.

5.2.36 Instant Recall Recording The Intelligent Workstation must provide Instant Recall Recording (call-check) functionality for the workstation/phone audio. Calls shall be accessible by an easy to use interface and provide for a rolling log of calls available for review. The Vendor will state how IRR calls will be handled and for what interval they will be available for review.The IRR must be IP based and fully integrated with the MIS application. The system shall interface with the County recording solution.

5.2.37 Workstation Recorder Interface Each workstation is required to provide an adjustable audio output to the logging recorder system in order that audio level can easily interface to a number of logging recorder systems. This interface is required to mute when the workstation is not active, so that background conversations are not offered to the logging recorder. It is the required responsibility of the Vendor to terminate the logging recorder interface to a telephony style block, which must be located in the equipment room near the existing logging recorder interface blocks.A minimum of one analog output must be provided for each workstation to the logging recorder to allow for the recording of all telephone conversations handled by the call taker. The proposal must include the cabling of the output to a demarcation point near the current interface for the PSAP logging recorder.

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5.2.38 Diagnostics The system shall include built-in diagnostic software that will automatically monitor alarm conditions of the equipment and initiate audible and visual alarms in the event of any failure or disruption of the operation/recording processes.

The system must be capable of automatic email notification of the occurrence of critical events.

5.2.39 Expansion Capability The system shall be expandable to 55 local and/or remote positions.

5.2.40 ANI/ALI Admin Phones The system shall be capable of providing physical admin IP phone sets that are capable of answering 911 calls and receiving ANI/ALI information from the controller. Systems without admin phones with ALI capability will not be accepted.

5.3 Distributed PSAPsThe system shall be capable of supporting multiple remote PSAPs. Each PSAP will be composed of a number of remote positions and must include security appliances which are deemed necessary to prevent intrusion by unauthorized personnel. The County will supply the IP transport network between the remote PSAPs and the system. There shall be no requirement for signal conversion between the hosting system and the remote PSAPs. The connection shall be IP end-to-end.

The system shall be configurable to transfer ANI/ALI information to a CAD system and map server at both local and remote PSAPs.

The system shall be capable of sending real-time CDR (Call Detail Records) to a known printer at any applicable PSAP.

The Vendor shall describe the network bandwidth and latency requirements necessary to support the hosted solution.

The centralized system shall be installed and maintained at the Pickens County Sheriff's Office, 216 C. David Stone Road, Pickens, SC.

The Vendor shall recommend and describe to the county the total number and allocation of 911 trunks among the host and remote sites that optimize system performance, efficiency and cost for the Vendor’s system.

The system shall provide for administrative phone lines at each PSAP and their current 4 digit internal dialing requirement.

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5.4 Remote MonitoringThe Vendor shall provide an external monitoring service that will actively monitor the health of the system and notify the administrator and affected PSAP via at least two methods (i.e. text, voice, email) when a system or user module is no longer functioning properly. It is desirable that the external monitoring service be staffed by employees of the Original Equipment Manufacturer or distributor of the system.

Monthly summary reports shall be provided to the County. It is desirable that the reports provide an overview of the system’s health. The reports shall also identify any trends in alarm activity that have been detected and any initiatives that have been taken to mitigate trend causing factors.

5.5 Extended MaintenanceThe Vendor shall supply pricing for software maintenance for years 2, 3, 4, and 5. The Vendor should describe discounts available for pre-payment of a maintenance contract.

5.6 Admin ALI Deskset PhonesSystem shall supply 12 IP Admin Type Desktop telephones which shall be capable of displaying ANI/ALI information upon receipt of a 911 call.

5.7 Programmable KeypadsThe Vendor shall provide programmable keypads that will allow the operator to perform basic functions without using the computer keyboard.

5.8 Reports

5.8.1 Data Analysis and Reporting

The system’s reporting capabilities must be designed to enable authorized users the ability to drill up/drill down and segment the information to enable various agents, managers, supervisors, and executives to answer virtually any telecom question in exactly the level of detail necessary to support a given administration decision.The Vendor shall provide a comprehensive management and statistical reporting functionality to provide the PSAP management personnel with real-time and historical information. It shall be user friendly, customizable and capable for generating reports for varying time periods. The system also shall be able to auto-schedule the generation of predefined reports. The Vendor shall include one black and white networked laser printer to be used as a system printer.As a minimum, the following information shall be readily available for reporting purposes:

ANI

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Seizure time Position answered Answer time Disconnect time Incoming trunk number. Total count of Wire line and Wireless calls Average Call Waiting Report Average call duration Total Abandoned calls Calls by incoming trunk Call by hour of day Calls answered by position

The system shall provide comprehensive management and statistical reports for individual and collective PSAPs/Jurisdictions.

The system shall be capable of exporting and saving selected data as comma and tab delimited files.

5.8.2 Report Manager

The report manger must be able to save a customized report as a browser type favorite for quick execution.

5.8.3 Report Parameters

ANI/ALI must be captured and stored with each 9-1-1 call.

The following items from the ANI/ALI data stream must be captured and stored in their own individual database fields of appropriate size that is storable and searchable:

Originating Phone Number (ANI) Address or Coordinate (ALI) Caller Name ANI/ALI Time of Initiation ANI/ALI Time of Pickup ANI/ALI Time of Disconnect ANI/ALI Date ESN Class of Service LEC

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5.9 Administration and Alarms

5.9.1 Administration Administration shall be a web browser or windows application that provides the maintenance functions required for the 9-1-1 specific functions implemented by the ANI/ALI Controller. These functions include:

Tandem transfer code configuration Outgoing Trunk configuration User configuration ALI configuration Resources configuration Services configuration Speed dial numbers Agency information

5.9.2 Self-Monitoring The local ANI/ALI system must be capable of self-monitoring vital processes and sending alarms in the event of an alarm condition. The system shall notify the local system administrator and/or local maintenance personnel upon detection of an alarm via e-mail and give a brief description of the alarm condition.

5.9.3 Remote Access The system must provide maintenance personnel the capability to query the system locally and remotely through an internet connection via a Virtual Private Network (VPN) as to the fault(s) and its effect on the system. Alarm history queries, reporting, and printing must be available. Off-site personnel must be able to remotely access the 9-1-1 Communications Center system securely using CISCO’s AnyConnect client. The Vendor shall provide, configure, and install appropriate ASA device to facilitate the above.

5.9.4 Alarm Categories There shall be a minimum of 2 categories of alarms (major, minor) depending upon the criticality of the event. It is desirable for the system to allow the administrator to configure notification thresholds.The types of alarms are defined as follows:

Critical failures are major system failures that render the system completely unusable or significantly reduce system operability, and are considered to be operationally unacceptable by the County.

Minor failures are minor system failures that minimally reduce system operability or have little or no effect on system operability and usability, and are considered to be operationally acceptable by the County.

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The system shall be capable of sending email notifications of alarm conditions to maintenance personnel. The email notification must summarize the SNMP trap which triggered the alarm condition.

5.10 Installation

5.10.1 Completion The Vendor should complete installation of equipment and demonstrate operability within 60 days after awarding of the bid unless other arrangements are negotiated with the County.

The successful Vendor is responsible for installing all equipment and required for the proposed system.

5.10.2 Removal of Old System Removal of old system is not required in this RFP.

5.10.3 System Grounding System grounding must comply with industry standards and good engineering practices and at minimum, comply with “R-56”.

5.10.4 System Power The system must operate from standard 115V, 60 Hz, single-phase power. The Vendor shall state their power requirements for the backroom equipment and each answering position. The Vendor shall supply redundant rack mount UPS units capable of supplying power to the server, controller, and switch gear for a minimum 30 minutes.

5.10.5 System Build Out The successful Vendor will procure, receive, build out and stage the entire system as outlined in the final, negotiated contract process prior to installation at the PSAP. The location of the build out will be agreed upon by the County and the successful Vendor as part of contract negotiations. Specifics about the Vendor's intended process for the build out must be included as part of the response to this RFP.

The equipment shall be delivered to its proper location and installed by the Vendor without additional cost or expense and at the convenience and direction of the County. The County shall not be deemed to have accepted any component or piece of equipment until such time, as said equipment has been installed and operating in accordance with the specifications contained herein.

All work shall comply with the applicable national, state and local codes and regulations.

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5.11 Documentation

5.11.1 As-builts Two complete sets of as-built drawings are required. As-built drawings must be submitted in a PDF, or other agreed upon format as delineated in the contract, on two individual sets of CD's. The installation and acceptance of the system shall not be complete until as- built drawings are delivered.

5.11.2 Manuals Provide documentation for installation, operating and maintenance for each component of the system. This documentation will include user manuals, maintenance manuals, parts list, of the equipment necessary for the continued and proper preventative maintenance and repair

5.12 System Acceptance Testing

5.12.1 Acceptance Testing The County will create a written acceptance plan created after award of the contract based on the equipment selected. The County will not accept or certify the equipment until all items on the acceptance test plan are met to the satisfaction of the County.

The Vendor will be responsible for all materials, hardware and software provided until subject items have been delivered, implemented, tested, and accepted by the County. The Vendor will certify in writing to the County when the system is installed and ready for testing. Degrees of system failure and operability for acceptance testing purposes are determined solely by the County.

The Vendor shall describe the recourse the County will have if disagreements regarding the acceptable performance of the system, service or equipment cannot be addressed to the County’s satisfaction.

5.12.2 Failure Levels The following failure priority levels are defined for use during the Systems & Acceptance Testing process.

Critical failures are major system failures that render the system completely unusable or significantly reduce system operability, and are considered to be operationally unacceptable by the County.

Minor failures are minor system failures or open punch list items that minimally reduce system operability or have little or no effect on system operability and usability, and are considered to be operationally acceptable only during the acceptance testing phase by the County.

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5.12.3 Final Acceptance Testing Final acceptance testing is expected to commence immediately upon system cut over and proceed for 30 consecutive critical- alarm failure free days. If a critical failure occurs during the final acceptance testing period, the final acceptance testing period will be stopped, and the failure or failures expediently fixed to County's satisfaction.

During this period of interruption, the system must continue to operate with the greatest degree of reliability possible given the respective failure(s). The final acceptance testing period of 30 consecutive failure free days will restart the day after the critical failure is corrected.

5.12.4 Measurable Testing Testing must include a measurable testing process for each functional and technical aspect of the specifications listed in the Vendor's proposal, and system performance measurements based on the telephone activity to date in County's PSAPs. This testing serves as a sign off process for payment to the Vendor.

5.12.5 System Failures due to External Causes In measuring acceptance, system failures resulting from external causes, including but not limited to acts of God, fire, or County supplied hardware, software or connectivity failure, will be excluded from the acceptance testing.

5.13 Training

5.13.1 Training Requirements Training on all system functions must be provided by the Vendor prior to acceptance of the system. Training must include sufficient information and experience to familiarize personnel (administration and supervisors) with all system functions, features and operations for their particular assignments.

The Vendor must implement a train-the-trainer plan for Operators and PSAP administrators. Describe how you will meet this requirement.

The successful Vendor shall provide technician level training to the County’s two technician/E-911 personnel. This training shall include server, client, management, and configuration at a minimum. The training shall be conducted on-site at the County(s) location(s). Any cost associated with this training shall be included in the response.

5.13.2 Training Curriculum The Vendor shall include in its proposal a training curriculum for operator and administrator training courses.

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5.13.3 Training Material Training materials shall be approved by the County prior to the delivery of any training courses.

Participants must receive individual copies of applicable training materials at the time the course is conducted. Authorization shall be granted to reproduce these and any subsequent training materials that are provided.

5.13.4 Training Schedule Training schedule shall be approved by the County.

6 ReferencesThe Vendor is required to provide 5 references of customers who have purchased a system similar to that specified within this document within the past year.

7 Warranty and Maintenance System warranty and system maintenance periods for all hardware, software and on-site maintenance shall begin upon final acceptance of the entire system and shall run concurrently for a period of 12 months. Pricing for system warranty and system maintenance for the initial 12 month period shall be included in the base price.Twenty-four hour technical and maintenance support must be available with an on-site response time of no more than four (4) hours for critical failures. This must be available 7/24.

8 Cost ProposalThe Vendor must provide detailed pricing showing all costs for hardware, software, installation, training, shipping, program management, services, options and first 12 month warranty/maintenance necessary to implement the E9-1-1 Communications System. Prices must be valid for 90 days after the RFP’s due date.

Detailed pricing shall be totaled by the Vendor and presented to the County as a full, complete, and final cost for the delivery, installation, and implementation of the Vendor’s system. Such final cost shall include any additional costs that this RFP did not anticipate or specify but which the Vendor has determined to be necessary for successful implementation of the proposed system. Furthermore, the successful Vendor shall indemnify and hold harmless the County for any loss or expense incurred by, levied upon or billed to the County as a result of the Vendor’s failure to include all costs within its proposal.

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9 Evaluation and Award Criteria

A duly appointed Evaluation Team will conduct proposal evaluations. Team members shall assign ratings to each proposal based upon the evaluation criteria described below. The county reserves the right to request any one of the top three ranking Vendors or all three to appear for oral interviews in order to further evaluate qualifications.

Once the Successful Vendor has been selected, a Letter of Award will be transmitted to the Successful Vendor. The County is not obligated to accept the lowest cost proposal. The award of the contract will be made to the Vendor providing the most responsive, responsible offer that provides the best overall value and cost. This award will take into consideration soundness and flexibility of the proposal, functional capability, quality of performance and service, the time specified in the proposal for the performance of the contract, ability to provide support, overall cost, and the Vendor’s references. The County reserves the right to reject all proposals or accept such proposals, as appears in its own best interest, and to waive technicalities or irregularities of any kind in the proposal.

During the evaluation, Evaluation Team members will award points for each proposal for specified criteria with a maximum of ten points for each criterion. The maximum score is 40 points.

The County shall evaluate each written proposal, determine whether oral discussions are necessary, then based on the content of the written proposal and any oral discussion, select the Vendor best qualified for the project and which is most advantageous to the County, based upon the following factors:

The breadth and depth of the Vendor’s experience in conducting similar assignments, specific experience of the proposed team, and independence of the Vendor.

The quality and responsiveness of the Vendor’s proposal. The cost of the equipment, work, and services to be provided. The satisfaction of recent clients.

Representatives of the County will evaluate individual proposals. Any Vendor determined to be technically unqualified, or whose proposal is deemed unresponsive, will not be considered further.

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