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9-1-1 ACOGRequest for Proposals

Issued December 19, 2019

Prepared for 9-1-1 ACOG by Mission Critical Partners, LLC

9-1-1 ACOG RFP

TABLE OF CONTENTS

1 Background...............................................................................................................................

2 Statement of Work....................................................................................................................

3 General Proposal Requirements...............................................................................................3.1 Solicitation Schedule.......................................................................................................33.2 Solicitation Package........................................................................................................3

4 General Requirements............................................................................................................4.1 Company Description....................................................................................................124.2 Performance Standards and Terms..............................................................................124.3 Industry Standards........................................................................................................13

5 Technical Requirements – Part A (ESInet and NGCS)...........................................................5.1 ESInet............................................................................................................................17

5.1.1 Architecture......................................................................................................................................5.1.2 Security............................................................................................................................................5.1.3 Documentation.................................................................................................................................5.1.4 Facilities...........................................................................................................................................5.1.5 Monitoring and Alarming..................................................................................................................5.1.6 NOC/SOC........................................................................................................................................

5.2 Next Generation Core Services....................................................................................225.2.1 NGCS Functional Elements.............................................................................................................5.2.2 Originating Service Provider and Selective Router Migrations.........................................................5.2.3 ALI Transition...................................................................................................................................5.2.4 Text-to-9-1-1.....................................................................................................................................5.2.5 Logging and Recording....................................................................................................................5.2.6 PSAP Credentialing..........................................................................................................................5.2.7 NGCS Availability.............................................................................................................................5.2.8 Training............................................................................................................................................5.2.9 Other Integrations.............................................................................................................................5.2.10 Service Level Agreements...............................................................................................................5.2.11 Documentation.................................................................................................................................5.2.12 Service Validation.............................................................................................................................5.2.13 Personnel.........................................................................................................................................5.2.14 GIS...................................................................................................................................................5.2.15 Tools................................................................................................................................................5.2.16 Change Management.......................................................................................................................5.2.17 Pre-Cutover Acceptance Criteria......................................................................................................5.2.18 Cutover Coordination.......................................................................................................................5.2.19 Preliminary Test Plan.......................................................................................................................5.2.20 PSAP Final Acceptance Testing.......................................................................................................5.2.21 System Final Acceptance Testing....................................................................................................5.2.22 System Acceptance Testing Fault Categories..................................................................................5.2.23 Migration Plan..................................................................................................................................5.2.24 Software Release Management.......................................................................................................5.2.25 Project Management........................................................................................................................


9-1-1 ACOG RFP

5.2.26 Progress Reports.............................................................................................................................5.2.27 9-1-1 ACOG Unique Requirements..................................................................................................

6 Technical Requirements – Part B (CHE)................................................................................6.1 Implementation Model...................................................................................................396.2 Technical Support.........................................................................................................406.3 i3 Compliance...............................................................................................................406.4 Multitenant.....................................................................................................................406.5 Integrated Text-to-9-1-1................................................................................................416.6 Real-Time Text (RTT)...................................................................................................416.7 User Profiles..................................................................................................................426.8 Redundancy, Reliability, Availability..............................................................................426.9 Security.........................................................................................................................436.10 Long-Term Availability...............................................................................................436.11 CAD Interface............................................................................................................446.12 ALI Interface..............................................................................................................446.13 Recording..................................................................................................................446.14 PSAP Hardware........................................................................................................456.15 Human-Machine Interface.........................................................................................456.16 Distinctive Ring Tones...............................................................................................466.17 Conference Controller...............................................................................................466.18 Call Monitoring...........................................................................................................476.19 Call Barge-in..............................................................................................................476.20 Callback.....................................................................................................................486.21 AbandonED Calls......................................................................................................486.22 Repeat Callers...........................................................................................................496.23 Real-time Queries......................................................................................................496.24 Speed Dial.................................................................................................................50

6.24.1 Speed-Dial Lists...............................................................................................................................6.24.2 List Updates.....................................................................................................................................6.24.3 Access Codes and Extra Digits........................................................................................................6.24.4 Library Search..................................................................................................................................6.24.5 Icons.................................................................................................................................................6.24.6 Alphanumeric Entries.......................................................................................................................6.24.7 External Data Import........................................................................................................................

6.25 Automatic Call Distribution........................................................................................536.26 Real-time Statistics....................................................................................................546.27 Mapping.....................................................................................................................556.28 Training......................................................................................................................576.29 Management Information Systems (MIS)..................................................................58

6.29.1 Administration...................................................................................................................................6.29.2 Canned Reports...............................................................................................................................6.29.3 Ad Hoc Reports................................................................................................................................6.29.4 Network Printer.................................................................................................................................

6.30 Instant Recall Recorder.............................................................................................606.31 Project Management.................................................................................................61


9-1-1 ACOG RFP

6.32 Progress Reports.......................................................................................................626.33 Systems Integration...................................................................................................626.34 Change Orders..........................................................................................................636.35 Service Interruptions..................................................................................................636.36 Facility Damages.......................................................................................................636.37 Storage, Staging, Delivery and Inventory Control.....................................................646.38 Codes Compliance....................................................................................................656.39 Grounding..................................................................................................................656.40 Transient Voltage Surge Suppression.......................................................................656.41 Pre-Cutover Acceptance Criteria...............................................................................666.42 Cutover Coordination.................................................................................................676.43 Testing.......................................................................................................................68

6.43.1 Preliminary Test Plan.......................................................................................................................6.43.2 Site-Specific Test Plans...................................................................................................................6.43.3 PSAP Final Acceptance Testing.......................................................................................................6.43.4 System Final Acceptance testing.....................................................................................................6.43.5 System Acceptance Testing Fault Categories..................................................................................

6.44 Migration Plan............................................................................................................716.45 Product Lifecycle Management (PLM)......................................................................72

6.45.1 Software Release Management.......................................................................................................6.45.2 Maintenance and Monitoring............................................................................................................6.45.3 Incident and Trouble Reporting........................................................................................................6.45.4 Escalation Procedures.....................................................................................................................6.45.5 Software Backup and Restoration....................................................................................................6.45.6 Software Defect Tracking.................................................................................................................6.45.7 Spares, Advance Replacement and Warranty..................................................................................

Appendix, Attachment and Exhibit Guide......................................................................................

Exhibit I: Instructions for Proposal Compliance and Submittal......................................................

Exhibit II: Certifications of Respondent..........................................................................................

Exhibit III: Certification Regarding Debarment, Suspension and Other Responsibility Matters80

Exhibit IV: Certification Regarding Lobbying.................................................................................

Exhibit V: Drug-Free Workplace Certification................................................................................

Exhibit VI: Certification Regarding Disclosure of Conflict of Interest.............................................

Exhibit VII: Certification of Fair Business Practices.......................................................................

Appendix A – 9-1-1 ACOG and PSAP Information........................................................................

Appendix B – Performance Standards and Service Level Agreements (Part A).........................

Appendix C – 9-1-1 ACOG Procurement Policy..........................................................................

Attachment A – Pricing Matrix.....................................................................................................


9-1-1 ACOG RFP

Attachment B – Bill of Materials (BOM).......................................................................................


1 BACKGROUND

Association of Central Oklahoma Governments

ACOG is a regional council and voluntary association of local governments in the Central Oklahoma area. Established in June 1966, ACOG is one of 11 councils of governments in the State of Oklahoma, with each regional council having its own organizational structure, bylaws and/or articles of agreement. ACOG operates as a problem-solving and planning organization for coordination and collaboration of local government activities. The five divisions/departments within ACOG are Administrative Services, Transportation Planning Services, Community & Economic Development, Water Resources, and 9-1-1 & Public Safety.

9-1-1 & Public Safety Division

ACOG, in partnership with local and state officials, created 9-1-1 ACOG on April 15, 1988, to implement, administer and coordinate the operation of the regional Enhanced 9-1-1 (E9-1-1) emergency communication service in Central Oklahoma. Today, 9-1-1 ACOG manages one of the largest 9-1-1 systems in the state, providing administrative, technical and educational services to 23 public safety answering points (PSAPs) that serve citizens living and working in 50 cities and four counties in Central Oklahoma. They are locally funded through 9-1-1 service fees on wireline, wireless and Voice over Internet Protocol (VoIP) devices.

Through 9-1-1 ACOG Vision and Mission, the region will lead the State of Oklahoma in the adoption of NG9-1-1.

Current and Desired State

Today, 9-1-1 ACOG owns, operates, and maintains a fully redundant host/remote Intrado Viper (v5) solution with redundant fiber links to all 23 PSAPs (primary/secondary) to which it provides services. In addition to providing a managed call-handling service, 9-1-1 ACOG provides geographic information system (GIS) services for the region. Solution specifications, network diagrams, and selective router details are in Appendix A.

9-1-1 ACOG RFP

9-1-1 ACOG’s hosted call-handling solution is serviced by AT&T’s selective router (SR) LATA 536, with SR CLLI1 code OKCYOKUN1ED. This is a 5ESS switch located at Oklahoma City University, 2301 N. Ollie, Oklahoma City, OK.

As a leader in public safety telecommunications in the State of Oklahoma, and in alignment with its vision and mission, 9-1-1 ACOG intends to establish the first Next Generation 9-1-1 (NG9-1-1) solution operating in the state. 9-1-1 ACOG prides itself on delivering the highest quality solutions to its member partners and believes that implementation of NG9-1-1 is a necessary step to further enhance 9-1-1 service provided to Central Oklahoma communities and visitors.

ACOG’s desire to transition to NG9-1-1 necessitated a 9-1-1 readiness assessment, which recommended procurement of NENA i3-capable routing and functional elements, call-handling equipment (CHE) capable of transition to NG9-1-1, and an Emergency Services Internet Protocol (IP) Network (ESInet) to support Next Generation Core Services (NGCS) call-routing functions. Procurement and implementation of these three elements must recognize the need for interoperability with, and continuing support of, existing legacy systems currently in use.

2 STATEMENT OF WORK

9-1-1 ACOG seeks to accomplish this vision through the following objectives:

Transition from a regional agency providing funding and operational support of legacy 9-1-1 solutions to a region operating and supporting NG9-1-1 call-routing and call-handling solutions.

Evaluate and/or optimize systems, data, policies, procedures, and organizational structure to adequately support future needs regarding NG9-1-1 system operation.

Plan, procure, and implement solutions that provide the greatest value to the agencies and citizens of the region.

Carefully and strategically plan and execute necessary organizational and technical objectives with minimal disruptions to stakeholders.

As such, 9-1-1 ACOG seeks to procure and implement a standards-compliant Emergency Services IP Network (ESInet) along with Next Generation Core Services (NGCS) and an i3-compliant call-handling solution. The deliverable solutions must be market-ready and capable of agnostic interoperability between call-routing and call-handling elements internal to 9-1-1 ACOG’s solution, and also to future external NG9-1-1 solutions operational in neighboring agencies. 9-1-1 ACOG further desires to provide through this procurement a vehicle for neighboring agencies to procure the same solutions and services selected through the competitive procurement process.

Success criteria are solutions capable of operating as a vendor-managed service for the ESInet/NGCS component and as an owned-and-operated solution for the call-handling component, as outlined in Table 1 below. 9-1-1 ACOG desires to own, operate and manage the proposed call-handling solution and desires the ESInet/NGCS solution as a vendor-managed service.

1 Common Language Location Identifier.


9-1-1 ACOG RFP

Offerors are encouraged to respond to all parts of this RFP: Part A for ESInet and NGCS, and Part B for i3-compliant call handling. Offerors can propose the following combinations: Part A and Part B, or only Part A, or only Part B.

Table 1: Desired Implementation Service Models

NG9-1-1 Elements in RFP

RFP Element Part A – ESInet and NGCS Part B – CHE

Service Model As a managed service Owner/Operator

3 GENERAL PROPOSAL REQUIREMENTS

3.1 SOLICITATION SCHEDULE

Event Date

RFP Issued 12/19/2019

Intent to Respond (Mandatory) 1/6/2020

Offeror Procurement Meeting (conference call available) 1/15/2020

Submit Written Questions 1/24/2020

Response to Written Questions 2/3/2020

Proposal Due Date 3/13/2020

Interviews (if applicable) TBD

Intent to Award 6/1/2020

Anticipated Start Date 7/1/2020

3.2 SOLICITATION PACKAGE

A. The purpose of this RFP is to solicit proposals for a vendor-managed, standards-compliant ESInet and NGCS solution (Part A), and for an i3-compliant call-handling solution, which will be owned, operated, and managed by 9-1-1 ACOG.

B. A complete proposal response will consist of:

1. Completion of Section 3.2, N: standard terms and conditions, items 1 through 21 reviewed and “Understood” boxes checked, Section 3.2, O: special terms and conditions reviewed and “Understood” box checked, Section 3.2, P: testing reviewed and “Understood” box checked.

2. Completion of Section 4.1 Company Description, items A through E.


9-1-1 ACOG RFP

3. Completion of Section 4.2: General Technical Requirements – Industry Standards. The industry standards table has been reviewed and the “Understood” box checked.

4. If the offeror intends to offer a Part A solution, completed requirements table(s) for Section 5: Technical Requirements – Part A (ESInet and NGCS), and Attachment B Pricing Matrix

5. If the offeror intends to offer a Part B solution, completed requirements table(s) for Section 6: Technical Requirements – Part B (CHE), and Attachment B Pricing Matrix

C. A vendor procurement call will be held on:

Date/Time:January 15, 2020, at 10am Central

Location:4205 N. Lincoln Blvd.

Oklahoma City, OK 73105

Conference bridge number will be provided to those vendors that have indicated their intent to respond by the deadline date of January 6, 2020 but are unable to attend in person. See Section 3.1– Solicitation Schedule.

D. Offerors who have indicated their intent to respond and participate in the Offeror Procurement meeting on January 15, 2020 may at their discretion coordinate for site visits prior to submitting proposals. Prior coordination must be made with the following:

PSAP Site visits: five days prior notice with Robin Murray: [email protected] Data Center Site visits – two days prior notice with Chris Camp: [email protected]

E. Questions regarding the request for proposals must be submitted in written format by email no later than 4pm Central on Friday, January 24, 2020. Responses to questions from Offerors will be issued on Monday, February 3, 2020.

Questions should be addressed to the following recipients:

Patricia Buckley: [email protected] Chad Brothers: [email protected]

F. Project funding for non-recurring costs associated with this procurement will be derived from 9-1-1 ACOG fund reserves. Funding for ongoing operations will be through the fees-collection processes established by ACOG.

G. This procurement instrument is in accordance with Title 74, Section 1003 et.al. of the Oklahoma Statutes – “Interlocal Cooperation Act,” Title 61, Section 103 of the Oklahoma bids/proposals statutes, and specific grantor purchasing standards, and as such proposals shall include a fixed price for services/solutions rendered. Proposals are due at ACOG’s office by the close of business, 4:00 p.m. Central, on Friday, March 13, 2020. Proposals shall be date/time stamped upon receipt. Late submissions will not be considered for award.


mailto:[email protected]




9-1-1 ACOG RFP

H. Address and office of where letter of intent, written questions, references, and proposal should be sent:

Mark W. Sweeney, AICP, Executive Director9-1-1 ACOG

ATTN: Patricia Buckley, Procurement Administrator4205 N. Lincoln Blvd.

Oklahoma City, OK 73105

I. A copy of Section 1-113 of the procurement policy, Public Access to Procurement Information. See Appendix C: ACOG Procurement Policy.

“Procurement Information shall be a public record to the extent provided by the Oklahoma Open Records Act, as applicable, and shall be available to the public as provided therein. If a proposal contains information that the bidder considers proprietary and does not want disclosed to the public or used for any purpose

other than the evaluation of the offer, all such information must be indicated and clearly marked on each page of the proprietary or confidential document(s).

The information submitted during a procurement process is protected from disclosure until a contract is awarded. All proposals are open for public inspection

after the contract is awarded, but proprietary and confidential information in the proposals are not open for public inspection.”

J. Proposal evaluation shall be based on evaluation factors that are unique to this project. The maximum points assigned to each evaluation factor shall be based on the weighted importance of each factor to the project and the maximum total points available for the evaluation, which is 100 points. Proposal will be awarded to the offeror earning the greatest number of total points.

Part A (ESInet / NGCS) – Evaluation Form

Evaluation Factor Available Points

General Requirements 15 points max

Technical Requirements 25 points max

Service 15 points max

Pricing 15 points max

Experience 15 points max

Terms & Conditions 10 points max

References 5 points max


9-1-1 ACOG RFP

Part B (CHE) – Evaluation Form

Evaluation Factor Available Points

General Requirements 15 points max

Technical Requirements 25 points max

Service 15 points max

Pricing 15 points max

Experience 15 points max

Terms & Conditions 10 points max

References 5 points max

K. 9-1-1 ACOG recognizes that price is of considerable importance to stakeholders within the COG; however, delivering and maintaining a highly reliable, technically advanced NG9-1-1 solution is equally important. Thus 9-1-1 ACOG will be evaluating for the “best value” solution.

L. The procedure for protesting solicitations for proposal or the award procedure is documented in ACOG procurement policy, Article V: Resolution of Controversies, 5-101 Protest of solicitations and awards. For the specific language on submitting a protest and after actions, please refer to Section 5-101 of the ACOG procurement policy in Appendix C of this proposal. Note that protests for 9-1-1 ACOG proposals are directed to 9-1-1 ACOG’s board of directors instead of ACOG’s board of directors, as detailed in the procurement policy.

M. The following addresses negotiation rights and requirements with respect to clarifying, explaining and verifying any aspect of a proposal submitted in response to an RFP.

Per Section 3-202 – Negotiated Procurement from ACOG’s procurement policy, procurements may be negotiated if the procurement is for high-technology products or services. Competition and confidentiality shall be obtained to the maximum extent practicable. The proposals shall be opened in a manner that avoids disclosure of the contents to competing offerors and keeps the proposals secret during negotiations. Results of each negotiation shall be documented, especially the reasons for the elimination of a proposal after negotiations. Award must be based upon the weighted evaluation factors set forth in this RFP.

Negotiations (written or oral) shall be conducted with all responsible, responsive offerors deemed to be in the competitive range, i.e., have a reasonable chance of being selected for award. The competitive range is determined by a technical evaluation of proposals received based upon the evaluation factors. Review and rating of proposals must be consistently applied to assure equal treatment and an arms-length transaction. Data collected in the cost-reasonableness review should be used to outline strengths and weaknesses of the proposed budget. All changes resulting from negotiations should be documented.


9-1-1 ACOG RFP

N. Standard terms and conditions are those conditions for doing business with ACOG, and which remain constant for all contracts and purchases, unless specifically deleted. Uniform Commercial Code standard terms and conditions also may be utilized.

1. 9-1-1 ACOG is exempt from Oklahoma limited sales, federal excise and use tax, and does not pay tax on purchase, rental, or lease of tangible personal property for the organization’s use. A tax exemption certificate will be issued upon request.

Understood

2. 9-1-1 ACOG reserves the right to accept or reject any and/or all submissions or to cancel this notice at any time.

Understood

3. A response to this RFP does not commit 9-1-1 ACOG to a purchase contract, or to pay any costs incurred in the preparation of such response.

Understood

4. Unless the offeror specifies otherwise in its proposal, 9-1-1 ACOG may award the contract for any items/services, or group of items/services, in the RFP and may increase or decrease the quantity specified.

Understood

5. 9-1-1 ACOG reserves the right to hold and accept any proposals received by the submission deadline for a period of 90 days after the deadline if a determination has not been made for a contract award.

Understood

6. 9-1-1 ACOG reserves the right to negotiate the final terms of all purchase contracts with selected offeror(s) and such contracts negotiated as a result of this RFP may be renegotiated and/or amended to successfully meet 9-1-1 ACOG’s needs.

Understood

7. 9-1-1 ACOG reserves the right to waive any defect in this procurement process or to make changes to this solicitation as it deems necessary. 9-1-1 ACOG will provide notifications of such changes to all offerors recorded in the official record (i.e., distribution log/receipts record) as having received or requested this RFP document.

Understood


9-1-1 ACOG RFP

8. 9-1-1 ACOG reserves the right to: contact any individuals, agencies, or employers listed in a submission; contact others who may have experience and/or knowledge of the offeror's relevant performance and/or qualifications; and request additional information from any offeror(s).

Understood

9. 9-1-1 ACOG reserves the right to conduct a review of records, systems, procedures, etc., of any entity selected for funding. This may occur prior to, or subsequent to, the award of a purchase contract. Misrepresentation of the offeror's ability to perform as stated in the qualification submittals may result in cancellation of the purchase contract award.

Understood

10. 9-1-1 ACOG reserves the right to withdraw or reduce the amount of an award, or to cancel any contract resulting from this procurement if adequate funding is not available.

Understood

11. Offeror shall not, under penalty of law, offer or provide any gratuities, favors, or anything of monetary value to any officer, member, employee, or agent of 9-1-1 ACOG to substantively or effectively influence favorable disposition toward its own submission or any other submitted hereunder.

Understood

12. No employee, officer, or agent of 9-1-1 ACOG shall participate in the selection, award, or administration of a contract if a conflict of interest, real or apparent, exists.

Understood

13. Offeror shall not engage in any activity that will restrict or eliminate competition. Violation of this provision may cause an offeror's bid to be rejected. This does not preclude joint ventures or subcontracts.

Understood

14. All proposals submitted must be an original work product of the offeror. The copying, paraphrasing, or other use of substantial portions of the work product of others and submitted hereunder as original work of the offeror is not permitted. Failure to adhere to this instruction may cause the proposal submission(s) to be rejected.

Understood

15. The only purpose of this RFP is to ensure uniform information in the selection of proposals and procurement of services. This RFP is not to be construed as a purchase contract, or as


9-1-1 ACOG RFP

a commitment of any kind, nor does it commit 9-1-1 ACOG to pay for costs incurred prior to the execution of a formal contract, unless such costs are specifically authorized in writing by 9-1-1 ACOG.

Understood

16. The contents of a successful proposal submission may become a contractual obligation, if selected for contract award. Failure of the offeror to accept this obligation may result in cancellation of the award. No plea of error or mistake shall be available to the selected offeror as a basis for release of proposed services at the stated price/cost. Any damages accruing to 9-1-1 ACOG from the offeror's failure to contract may be recovered from the offeror.

Understood

17. A contract with the selected offeror may be withheld at the sole discretion of 9-1-1 ACOG if issues of contract compliance or questioned/disallowed costs exist, until such issues are satisfactorily resolved. Contract award may be withdrawn by 9-1-1 ACOG if resolution is not satisfactory to 9-1-1 ACOG.

Understood

18. 9-1-1 ACOG is the responsible party for handling complaints or protests regarding the proposal(s) selection process. This includes, but is not limited to, disputes, claims, protest of award, source evaluation or other matters of a contractual nature. Offeror agrees—to the extent possible and not in contravention of any applicable state or federal law or procedure established for dispute resolution—to attempt to resolve any dispute between the offeror and 9-1-1 ACOG regarding this process, informally through voluntary mediation, arbitration or any other local dispute mediation process—including but not limited to the dispute-resolution policies of 9-1-1 ACOG—before resorting to litigation.

Understood

19. At all times during the term of a contract resulting from this procurement, the offeror shall procure, pay for, and maintain, with approved insurance carriers, the minimum insurance requirements set forth below, and shall require all contractors and subcontractors performing work for which the same liabilities may apply under this contract to do likewise. The offeror may cause the insurance to be affected in whole or in part by the subcontractors or sub-subcontractors under their contracts. 9-1-1 ACOG reserves the right to waive or modify insurance requirements at its sole discretion.

1) Workers’ Compensation: Statutory limits and employer’s liability of not less than $100,000 for each accident.

2) Commercial General Liability (CGL):a. Minimum required limits:

(i) $1,000,000 per occurrence


9-1-1 ACOG RFP

(ii) $1,000,000 general aggregateb. CGL policy shall include:

(i) Coverage A: Bodily injury and property damage(ii) Coverage B: Personal and advertising injury liability(iii) Coverage C: Medical payments(iv) Products: Completed operations(v) Fire legal liability

c. Policy coverage must be on an “occurrence” basis using CGL forms as approved by the Oklahoma State Board of Insurance

d. Attachment of Endorsement CG 20 10 – additional insurede. All other endorsements shall require prior approval by 9-1-1 ACOG

3) Comprehensive Automobile/Truck Liability: Coverage shall be provided for all owned, hired and non-owned vehicles. Minimum required limit: $500,000 combined single limit.

4) Professional Liability:a. Minimum required limits:

(i) $1,000,000 each claim(ii) $1,000,000 policy aggregate

Understood

20. Offeror shall defend, indemnify, and hold harmless 9-1-1 ACOG, 9-1-1 ACOG’s affiliates, and any of their respective directors, officers, employees, agents, subcontractors, successors, and assigns from any and all suits, actions, claims, demands, judgments, liabilities, losses, damages, costs, and expenses (including reasonable attorneys’ fees and court costs) (collectively, “losses”) arising out of or relating to:

Services performed and carried out pursuant to the contract Breach of any obligation, warranty, or representation in the contract Negligence or willful misconduct of offeror and/or its employees or subcontractors Any infringement, misappropriation, or violation by offeror and/or its employees or

subcontractors of any right of a third party, provided, however, that offeror shall have no obligation to defend, indemnify, or hold harmless to the extent any losses are the result of 9-1-1 ACOG’s gross negligence or willful misconduct.

Understood

21. It is expressly understood and agreed by both parties that, if the performance of any provision of a contract resulting from this procurement is delayed by force majeure, the party so obligated or permitted shall be excused from doing or performing the same during such period of delay, so that the period of time applicable to such requirement shall be extended for a period of time equal to the period of time such party was delayed. Each party must inform the other in writing within a reasonable time of the existence of such force majeure. Force majeure is defined as reason of war, civil commotion, act of God, governmental restriction, regulation or interference, fire, explosion, hurricane, flood, failure of transportation, court injunction or any circumstances that are reasonably beyond the control


9-1-1 ACOG RFP

of the party obligated or permitted under the terms of the contract to do or perform the same, regardless of whether any such circumstance is similar to any of those enumerated herein.

Understood

O. Special terms and conditions are those terms and conditions not always required, but which are required for the particular contract or purchase.

Understood

P. Offeror shall provide in its proposal provisions for onsite testing as necessary to validate that all PSAPs have been integrated successfully; that remote testing with originating service providers (OSPs) has occurred where necessary; and that inspections by third-party vendors has been conducted to verify that the service(s) and/or solution(s) are in compliance with the contract’s scope.

Understood

Q. Method of Payment

Invoices will be submitted to 9-1-1 ACOG’s director at the completion of each agreed-upon deliverable. 9-1-1 ACOG’s director will review each invoice against the contract and sign a payment authorization before sending to ACOG’s executive director for approval. The payment authorization packet is then sent to the Finance Division to initiate payment in accordance with the regular schedule of claims being approved and paid at the monthly meeting of 9-1-1 ACOG’s board of directors.

Unless another payment schedule is agreed upon, payments shall be made as follows:

Non-recurring costs:

25% 50% 75% 100%

Upon Completion of the Project Plan

Upon Installation Completion

Upon Completion of Pre-Production

Testing

Upon System Acceptance

Recurring costs:

Monthly agreed-upon rates upon implementation of all PSAPs in 9-1-1 ACOG’s service area.


9-1-1 ACOG RFP

4 GENERAL REQUIREMENTS

4.1 COMPANY DESCRIPTION

Offeror will include a brief description of company background, including history, experience, products, capabilities, and vision for the future, as well as any distinguishing characteristics that delineates its solution from other companies’ solutions.

Offeror’s description to include with the proposal response:

a. Background and experienceb. Company visionc. Company financial stability statementd. Distinguishing solution characteristicse. Pending litigationf. References (at least three that demonstrate similar implementation of the service model

solution proposal). References should be in sealed envelopes from the reference and mailed to the address listed in Section 3.2.H.

Understood

4.2 PERFORMANCE STANDARDS AND TERMS

Please refer to Appendix C for performance standards and service level agreements (SLAs) related to Part A.

4.3 INDUSTRY STANDARDS

9-1-1 ACOG seeks a standards-based solution that complies with nationally accepted standards and requirements applicable to IP network architecture, security, and interface functionality. All aspects of the offeror’s proposed system design, deployment, operation, and security shall be in full compliance with the standards, requirements, and recommendations identified in the following documents. Standards-development organizations (SDOs) include:

Association of Public-Safety Communications Officials (APCO) Central Station Alarm Association (CSAA) National Emergency Number Association (NENA) Oklahoma Geographic Information Council (OGIC) Alliance for Telecommunications Industry Solutions (ATIS) Department of Justice (DOJ) Internet Engineering Task Force (IETF) North American Electric Reliability Corporation (NERC) National Institute of Standards and Technology (NIST) Telecommunications Industry Association (TIA)

Table 2: Adopted Standards


9-1-1 ACOG RFP

SDO Standard ID Standard Title Standard DescriptionLatest Revision/ Release Date

APCO/ CSAA

2.101.2-2014

Alarm Monitoring Company to PSAP Computer-Aided Dispatch (CAD)

Automated Secure Alarm Protocol

(ASAP)

Provides detailed information on data elements and structure standards for electronic transmission of new alarm events from an alarm monitoring company to a PSAP.

Version 2August 5, 2014

APCO/ NENA

1.102.2-2010

Public Safety Answering Point (PSAP) Service

Capability Criteria Rating Scale

APCO and NENA jointly have developed an assessment tool to evaluate current capabilities of the PSAP against models representing the best level of preparedness, survivability, and sustainability amidst a wide range of natural and manmade events.

Version 2July 28, 2010

APCO/ NENA

APCO/NENA 2.105.1-2017

NG 9-1-1 Emergency Incident Data

Document (EIDD)

Provides a recommended list of data components, the relationships between components, the data elements contained within each data component, and the registries that control the available values for appropriate data elements. Initiates the process to create a National Information Exchange Model (NIEM).

January 3, 2017

ATIS ATIS-0500017

Considerations for an Emergency Services

Next Generation Network (ES-NGN)

Identifies standards and standards activities that are relevant to the evolution of emergency services networks in the context of next-generation telecommunications networks.

Version 1June 2009

DOJCJISD-ITS-

DOC-08140-5.6

Criminal Justice Information Services

(CJIS) Security Policy

Provides information security requirements, guidelines, and agreements reflecting the will of law enforcement and criminal justice agencies for protecting the sources, transmission, storage, and generation of criminal justice information.

Version 5.6June 5, 2017

IETF RFC 3261 SIP: Session Initiation Protocol

Describes the SIP, an application-layer control (signaling) protocol for creating, modifying, and terminating sessions (including Internet



https://www.ietf.org/rfc/rfc3261.txt

https://www.fbi.gov/services/cjis/cjis-security-policy-resource-center



https://www.atis.org/docstore/product.aspx?id=24888

https://www.apcointl.org/standards/standards-to-download/




9-1-1 ACOG RFP


telephone calls, multimedia distribution, and multimedia conferences) with one or more participants.

IETF RFC 3986Uniform Resource

Identifier (URI): Generic Syntax

Defines the generic URI syntax and a process for resolving URI references, along with guidelines and security considerations for the use of URIs on the Internet.

Version 1January 2005

NENA/ APCO

REQ-001.1.2-2018

Next Generation 9-1-1 PSAP

Requirements

Provides requirements for functions and interfaces between an i3 PSAP and NGCS, and among functional elements associated with an i3 PSAP.

Version 1.2April 5, 2018

NENA/ APCO

INF-005

Emergency Incident Data Document

(EIDD) Information Document

(Superseded by APCO/NENA 2.105.1-2017)

Provides a recommended list of data components, their relationships to each other, the data elements contained within each data component, and the registries that control the available values for appropriate data elements. Initiates the process to create a National Information Exchange Model (NIEM).

February 21, 2014Scheduled to be

replaced by a standards document

NENASTA-015.10-

2018

Standard Data Formats for 9-1-1

Data Exchange & GIS Mapping

Establishes standard formats for Automatic Location Identification (ALI) data exchange between service providers and database management system (DBMS) providers, a GIS data model, a data dictionary, and formats for data exchange between the ALI database and PSAP controller equipment.

Version 10August 12, 2018

NENASTA-008.2-

2014Registry System

Standard

Describes how registries (lists of values used in NG911 functional element standards) are created and maintained.

Version 2October 6, 2014

NENA 08-002 Functional and Interface Standards

for NG9-1-1 (i3)

Establishes standards for functions and interfaces between elements within an ESInet and describes the relationship between NENA standards and the standards of

Version 1December 18,

2007


https://cdn.ymaws.com/www.nena.org/resource/collection/2851C951-69FF-40F0-A6B8-36A714CB085D/NENA_08-002-v1_Functional_Interface_Standards_NG911_i3.pdf

https://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/NENA-STA-008.2-2014_(origina.pdf

https://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/NENA-STA-008.2-2014_(origina.pdf

https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/nena-sta-015.10-2018_datafor.pdf

https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/nena-sta-015.10-2018_datafor.pdf



https://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/EIDD_INF-005_FINAL_20140221.pdf

https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/NENA-REQ-001.1.2-2018_NG-PSA.pdf

https://cdn.ymaws.com/www.nena.org/resource/resmgr/standards/NENA-REQ-001.1.2-2018_NG-PSA.pdf

https://www.ietf.org/rfc/rfc3986.txt

9-1-1 ACOG RFP


other SDOs, such as the Internet Engineering Task Force (IETF) and 3GPP/3GPP2.

NENASTA-010.2-

2016

Detailed Functional and Interface

Specifications for the NENA i3 Solution

Builds upon prior NENA publications including i3 requirements and architecture documents and provides additional detail on functional standards.

Version 2September 10,

2016

NENA 08-501Network Interface to IP Capable PSAP

Provides technical requirements for the development of IP-based interfaces between the network and PSAP customer premises equipment (CPE) in an NG911 transitional environment.

Version 1June 15, 2004

NENAINF-016.2-

2018

Emergency Services IP Network Design for

NG9-1-1 (ESIND)

Provides information that will assist in developing the requirements for and/or designing an i3-compliant ESInet.

Version 1April 5, 2018

NENA 08-751Technical

Requirements Document

Provides requirements for ESInet architecture and security, among other i3 PSAP functions, and establishes a foundation for future i3 standards development.

Version 1September 28,

2006

NENA 75-001Security for Next Generation 9-1-1

(NG-SEC)

Establishes the minimal guidelines and requirements for levels of security applicable to NG911 entities.

Version 1February 6, 2010

NENAINF-015.1-

2016

NG9-1-1 Security Information Document

Provides mechanisms and best practices for cybersecurity for i3 systems

Version 1December 8, 2016

NERCCIP 002-CIP

009Critical Infrastructure

Protection

Addresses the security of cyber assets essential to the reliable operation of the nation’s critical infrastructure.

Version 1December 16,

2009

NIST FIPS 140-2

Security Requirements for

Cryptographic Modules

Specifies security requirements that will be satisfied by a cryptographic module utilized with a security system protecting sensitive but unclassified information.

Version 1December 3, 2002Update in progress

NISTCybersecurity

FrameworkFramework for

Improving Critical Provides standards, guidelines, and best practices that promote the

Version 1.1April 16, 2018


https://www.nist.gov/cyberframework

https://www.nist.gov/cyberframework

http://csrc.nist.gov/publications/fips/fips140-2/fips1402.pdf

http://www.nerc.com/pa/Stand/Pages/CIPStandards.aspx

http://www.nerc.com/pa/Stand/Pages/CIPStandards.aspx

https://c.ymcdn.com/sites/www.nena.org/resource/resmgr/standards/NENA-INF-015_NGSEC_INF_20161.pdf

https://c.ymcdn.com/sites/www.nena.org/resource/resmgr/standards/NENA-INF-015_NGSEC_INF_20161.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/NENA_75-001.1_NG-Security_20.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/NENA_08-751.1_i3_Requirement.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/standards/NENA-INF-016.2-2018_ESIND_20.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/standards/NENA-INF-016.2-2018_ESIND_20.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/Standards/NENA_08-501.1_Interface_Betw.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/standards/NENA-STA-010.2_i3_Architectu.pdf

http://c.ymcdn.com/sites/www.nena.org/resource/resmgr/standards/NENA-STA-010.2_i3_Architectu.pdf

9-1-1 ACOG RFP


Infrastructure Cybersecurity

protection of critical infrastructure.

OGIC

NG911 and Address Standard Document

State of Oklahoma Geographic

Information NG911 and Addressing

Standard

Serves as the primary reference document for Next Generation 911 (NG911) Geographic Information System (GIS) Components and Address standard in the State of Oklahoma regarding GIS based addressing. Standard is mandatory for NG911 in the State of Oklahoma.

Version 2.1February 7, 2019

TIA TIA-942-A

Telecommunications Infrastructure

Standard for Data Centers

Specifies the minimum requirements for telecommunications infrastructure of data centers and computer rooms, including single-tenant enterprise data centers and multi-tenant Internet-hosting data centers.

Revision AMarch 2014

As industry standards evolve, the offeror’s solution shall be upgraded to maintain compliance with the current version of established industry standards. The offeror’s solution shall support new IP network and security industry standards within 18 months of ratification of applicable industry standards. Compliance requirements apply also to the supporting standards referenced within each standard. As solution updates are made to maintain compliance, the solution shall not abandon services or feature functionality in place at the time of the solution upgrade. The offeror shall uncover any performance or feature changes prior to the upgrade and report them to 9-1-1 ACOG for approval.

Understood

5 TECHNICAL REQUIREMENTS – PART A (ESINET AND NGCS)

As identified in Section 2, Table 1, 9-1-1 ACOG desires to procure NGCS and ESInet as a service. As such, offerors responding to Part A of this RFP shall provide solutions that conform to this implementation approach. 9-1-1 ACOG offers no instruction on preference as to the physical location of the “service”—for example, cloud-based or premises-based—but rather seeks the best value for compliance to the technical requirements to accomplish the service. Further, given the nature of the procurement, which also seeks to acquire an i3-compliant call-handling solution as outlined in Part B, offerors only responding to Part A are encouraged to familiarize themselves to the nature of the implementation approach being requested, so as to inform their response to Part A and the needs for integrating the NGCS/ESInet service to an owner/operator model for call-handling.


https://global.ihs.com/doc_detail.cfm?&rid=TIA&item_s_key=00414811&item_key_date=860905&input_doc_number=TIA-942&input_doc_title=#abstract

https://okmaps.onenet.net/address_standards.htm



9-1-1 ACOG RFP

5.1 ESINET

5.1.1 Architecture

Offeror’s ESInet solution must comply with the following

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Has diverse entrance facilities for core sites and hosted call-handling facilities

Has no single points of failure

Uses open standards

Supports IPv4 and iPv6 dual protocol stacks

Supports Bidirectional Forwarding Detection

Supports multicast routing and switching

Supports quality of service (QoS) marking using Differentiated Service Code Point (DCHP)

Shall have a network traffic convergence of less than 54 milliseconds (ms)

Has a Mean Opinion Score (MOS) of 4.0 or better

Is scalable to support growth by 50 percent

Is capable of interfacing with other i3-compliant ESInets

Provides redundant in-LATA POI2 for Originating Service Providers

Failure of any single instance of a hardware or software element, or physical connection, shall not negatively impact overall solution performance

All network-connected elements must support at least two redundant network interfaces

All powered devices must include a minimum of two redundant power supplies (each of which must be able to power the device, alone, and which would be connected to separate circuits) OR be connected to a power-transfer device that allows a single power supply to be connected to two isolated power sources (i.e., circuits) with automatic, uninterrupted failover, in the event the primary circuit fails

Details to support the response:

2 Local access and transport area; point of interconnection.


9-1-1 ACOG RFP

5.1.2 Security

Offeror shall:

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Provide a completed NENA NG-SEC3 compliance matrix

Have a security plan (physical and network)

Have a credentialing plan/process for external entities

Perform proactive analysis of the network for vulnerabilities

Provide a defined continuity of operations plan (COOP) as well as a disaster recovery (DR) plan

Provide access reports from facilities down to the individual device level

Require multifactor authentication for any access to externally accessible portals, user interfaces (UIs), etc. (Policy Routing Function portal, reporting portal, system dashboards, etc.)


5.1.3 Documentation

Offeror shall provide:

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Proposed network design (transitional and end state)

As-built documentation within 30 days of system acceptance

Network interface specifications for ESInets

Network interface specifications for CHE

User's guide for all user-accessible solution elements


3 NENA Security for NG9-1-1 Standard.


9-1-1 ACOG RFP

5.1.4 Facilities

Offeror facilities shall comply with the following:

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Redundant power (uninterruptible power supply [UPS] system and generator

All power sources must be redundant and diverse (i.e., at least two separate circuits) with UPS system and generator backup for a minimum of 24 hours

Redundant entrance facilities

Diverse provider facilities

Secured rack space

Minimum Tier 3 rated

Hardened facilities that can withstand F5-category winds up to 318 miles per hour


5.1.5 Monitoring and Alarming

Offeror shall provide the following monitoring and alarming:

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Physical access monitoring and reporting

Automated network node monitoring and alarming

Integrated alarming and ticketing system

Ability to display network node status in a client-facing dashboard

Event logging and reporting

Ability to replicate select alerts to a third-party monitoring/reporting system

User-definable notification levels and recipients, text or email delivery options


9-1-1 ACOG RFP


5.1.6 NOC/SOC

Offeror shall provide the following NOC/SOC4 capabilities:

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24 x 7 x 365 staffed NOC/SOC

Ability for users to submit tickets by phone, email, and direct ITSM5 user access for incidents, problems, and changes

Perform outward notifications and updates of customer tickets through phone, email, and text

Have an executive dashboard with (near) real-time updates of tickets and network status

Comply with SLAs for notification and ticket resolution

Reason for outage (RFO) reports and regulatory compliance according to Federal Communications Commission (FCC) standards

Preliminary RFO reports are due to 9-1-1 ACOG within 5 business days; final root-cause analysis within 30 calendar days

Media contact for any outage or service failure

Government and regulatory contact for any outage or service failure

Continuity of operations plan (COOP)

Access to technical staff for escalations

Compliance with Statement on Standards for Attestation Engagements Number 16 (SSAE 16)

Support of eBonding in the ITSM platform

Support of third-party NOC/SOC integrations

Have established escalation procedures


4 Network operations center/security operations center.5 IT service management.


9-1-1 ACOG RFP

5.2 NEXT GENERATION CORE SERVICES

5.2.1 NGCS Functional Elements

Offeror shall provide an NGCS solution that includes (at a minimum) the following functional elements. Each element must meet or exceed

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Legacy Network Gateway (LNG)/Legacy Selective Router Gateway (LSRG)/Legacy PSAP Gateway (LPG)

Border Control Function (BCF)

Emergency Services Routing Proxy (ESRP)

Policy Routing Function (PRF)

Emergency Call Routing Function (ECRF)

Location Validation Function (LVF)

Spatial Interface (SI)

Location Database (LDB)

Network Time Protocol and Time Source


5.2.2 Originating Service Provider and Selective Router Migrations

Offeror shall provide the following services to support OSP integration to the ESInet and NGCS:

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Certificate to operate as a CLEC6 in the state of Oklahoma.

Integration of all OSP connectivity for wireline, wireless, and VoIP traffic, as well as multiline telephone systems (MLTS)

Coordinate with 9-1-1 ACOG to obtain a letter of authority

Establish interconnection and commercial agreements, and trunking.

Coordinate with all telecommunications providers and manage circuit order processes to include testing and integration

Manage all adds, moves, changes, and deletions of connections to

6 Competitive local exchange carrier.


9-1-1 ACOG RFP

Offeror shall provide the following services to support OSP integration to the ESInet and NGCS:

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OSPs, both TDM7 and IP-based, monitor these connections, and proactively work with the respective OSPs to resolve problems as they occur

Coordinate and execute connectivity to legacy selective routers to support transfers to neighboring agencies not served by 9-1-1 ACOG’s NG9-1-1 solution

Define and manage all processes associated with split rate centers, local number portability, national number portability

Support transition of both TDM and SIP8 ingress to the ESInet


5.2.3 ALI Transition

Offeror shall provide the following services to support the transition from legacy ALI9 to i3 functional elements:

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Master Street Address Guide (MSAG) conversion service

Service order input process for subscriber records

Integration and provisioning for MLTS databases

PANI10 provisioning and shell records management

Manage the transition to include coordination of all provider records from the legacy ALI database to the replacement LDB and any dual provisioning necessary during the transitional phases of the project

Provide reporting for all data within the LDB via a web-based tool


7 Time-division multiplexing.8 Session Initiation Protocol.9 Automatic location identification.10 Pseudo automatic number identification.


9-1-1 ACOG RFP

5.2.4 Text-to-9-1-1

Offeror shall provide an NGCS solution that supports text-to-911 capabilities:

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Support for Message Session Relay Protocol (MSRP)

Support for Real Time Text (RTT) capability

Support for transcode Baudot tones to RTT

Support for interconnection to third-party text control centers (TCCs)


5.2.5 Logging and Recording

Offeror’s solution must provide the following capabilities regarding logging and recording:

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Support for EIDO11 and IDX12 (once ratified by NENA)

Discrepancy reporting

Logging and recording

Alarm Integration, e.g., integration through a third-party and/or ASAP13

The run-on-demand dynamic reports from the reporting UI

Support for logging and reporting of all relevant i3 events (per as defined in section ‘5.13 Logging Service’ of the latest version of “NENA Detailed Functional and Interface Standards for the NENA i3 Solution” (at the time of this writing, NENA-STA-010.2-2016)

Multitenant partitioning of logs and call data, allowing for partitioned reporting, based on role, PSAP or agency

Support for entering call notes

System must support the following built-in reports:

Call reports SIP error reports (within the ESInet) ECRF and LIS/LDB location queries and results

11 Emergency incident data object.12 Incident data exchange.13 Automated Secure Alarm Protocol.


9-1-1 ACOG RFP

Offeror’s solution must provide the following capabilities regarding logging and recording:

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ESRP/PRF routing reports (errors and successes) Location discrepancy reports Call volume and time to answer reports

Support for ad hoc reports and creation of customized report templates

Support for automated report generation and distribution


5.2.6 PSAP Credentialing

Offeror must provide and manage PSAP credentials:

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Shall act as the regional PSAP Credentialing Authority (PCA) until such time that a national and/or state authority has been established

Shall coordinate with state and/or national PCA(s)

Must acquire and maintain PSAP credentials

Shall support Forest Guide and hierarchical ECRFs when integrated with state or adjacent NG9-1-1 solutions


5.2.7 NGCS Availability

Offeror’s solution must comply with the following availability requirements:

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Solution must provide geo-redundant, and locally redundant NGCS

Solution must be locally redundant at hardware and software application layers

Solution must maintain 99.999 percent availability


9-1-1 ACOG RFP

Offeror’s solution must comply with the following availability requirements:

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Failure of any single instance of a hardware or software element instance or physical connection shall not negatively impact overall solution performance

All network-connected elements must support at least two redundant network interfaces

All power sources must be redundant and diverse (i.e., at least two separate circuits) with UPS system and generator backup for a minimum of 24 hours

All powered devices must include a minimum of two redundant power supplies (each of which must be able to power the device, alone, and which would be connected to separate circuits) OR be connected to a power-transfer device that allows a single power supply to be connected to two isolated power sources (i.e., circuits) with automatic, uninterrupted failover, in the event that the primary circuit fails.


5.2.8 Training

Offeror’s solution/service must provide training on the following items:

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SI users’ interface tools

Reporting and logging tools

Incident reporting and ticketing tools

Dashboards

Change-management requests, processes, and tools

PRF policy management

GIS tools and procedures

Subscriber Order Input (SOI) update procedures

LVF procedures

Scheduling, class size, location, recording, personalization, multilingual, etc. (i.e., logistics)


9-1-1 ACOG RFP


5.2.9 Other Integrations

Offeror’s solution/service shall support the following integrations:

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Alarm integration utilizing ASAP

Additional Data Repositories (ADR), Identity Searchable ADR (IS-ADR), and/or commercial third-party Location Information Service (LIS)

i3-compliant call-handling solutions


5.2.10 Service Level Agreements

Offeror shall commit to the following service level agreements:C

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24 x 7 x 365 NOC/SOC

Ability to submit incident and trouble tickets by phone, email, or direct UI to the ITSM system

Documented escalation processes, procedures, personnel

Call-processing capacity capable of 100 percent busy hour call traffic

Ability to grow call-processing capability by 50 percent over contract duration

Comply with the SLA matrix identified in Appendix B



9-1-1 ACOG RFP

5.2.11 Documentation

Offeror shall provide the following:

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As-built solution design documentation to include configured parameters and policy-routing flow-downs (planned design and actual implemented design)

Interface specifications for call-handling solution provider

Operations manuals for all tools and UIs

Training plan

Project implementation plan

Acceptance test plan (ATP)

NENA NG-SEC compliance matrix

SI user documentation

Project staffing plan

NOC/SOC user guides including change-management processes


5.2.12 Service Validation

Offeror shall support:

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Independent third-party validation of the solution’s feature functionality

SIP messaging, call detail records, and/or call logs to verify compliance with contractual obligations

Documentation of completed results from ATPs


9-1-1 ACOG RFP


5.2.13 Personnel

Offeror shall:

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Provide a certified project manager to lead the implementation of the offeror’s solution

Provide a post-implementation client manager

Provide access to Tier 2 staff for issue and trouble resolution


5.2.14 GIS

Offeror’s solution shall:

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Leverage 9-1-1 ACOG GIS data for geospatial routing

Provide secondary quality assurance (QA) and coalescing of GIS data

Provide a web interface and/or automated method to provision 9-1-1 ACOG to the SI and retrieve post-QA data for the use of maps and/or the computer-aided dispatch (CAD) system


5.2.15 Tools


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Web interface tool for accessing the LDB to extract reports, view data, and perform error correction as needed to support subscriber validation


9-1-1 ACOG RFP


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processes

Web interface tool for viewing and submitting incident and change tickets

Web interface tool for viewing policy-routing plans


5.2.16 Change Management

Offeror’s change-management process must have the following:

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Documented change-management process including scheduled and emergency changes

A Method of Procedure (MOP) for review by 9-1-1 ACOG prior to planned maintenance activities

A means for 9-1-1 ACOG to request changes and receive updates on progress

A documented COOP

Defined backup procedures


5.2.17 Pre-Cutover Acceptance Criteria

Offeror shall support the following:

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Confirmation and documentation of equipment configuration

Confirmation and documentation of control, monitoring, and alarm solutions


9-1-1 ACOG RFP


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ATPs and documentation

If, during testing, 9-1-1 ACOG feels that a solution test fails, 9-1-1 ACOG will provide the offeror with a written description of what test failed and why. 9-1-1 ACOG also will identify to the offeror an expected amount of time that will be allowed to resolve the problem


5.2.18 Cutover Coordination


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Must coordinate cutover activities with all service providers, ACOG 9-1-1 staff and PSAP personnel.

A detailed cutover plan, along with coordination conference calls and supporting documentation, must be provided to all participating parties

9-1-1 ACOG is responsible for approval of the cutover plan

Shall provide trained and capable technical and functional solution support, and the project manager shall be available and onsite the day of cutover

Shall describe in its proposal how many of its staff will be available, and their areas of expertise



9-1-1 ACOG RFP

5.2.19 Preliminary Test Plan


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Include a preliminary test plan that contains testing processes for all components in the proposal

Show that the plan can be tracked and measured

This test plan will be the basis for the initial installation testing for the site, once approved by 9-1-1 ACOG


5.2.20 PSAP Final Acceptance Testing


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PSAP final acceptance testing that confirms that the offeror’s solution operates during day-to-day use in each live PSAP environment. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 30 consecutive calendar days.

Contract deliverables must perform in compliance with all RFP and contract requirements throughout the testing period. If a failure to comply occurs:

1. 9-1-1 ACOG will provide a written notification to the offeror

2. The offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract, and shall provide written notification of the remedy to 9-1-1 ACOG

3. The final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or ten business days, whichever is less

4. This procedure continues until compliance over the testing period is achieved, at which time the contract deliverables will be deemed fully accepted and the acceptance notice (to be defined in the test plan) will be mutually executed


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5.2.21 System Final Acceptance Testing


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System final acceptance testing cannot start until all PSAPs have successfully completed PSAP final acceptance testing. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 60 consecutive calendar days



2. The offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract and provide written notification of the remedy to 9-1-1 ACOG

3. The final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or three business days, whichever is less


5. 9-1-1 ACOG will provide a Notice of System Final Acceptance once testing successfully completes.


5.2.22 System Acceptance Testing Fault Categories


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The following fault categories are defined for use during the final


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acceptance testing process. All 9-1-1 ACOG-detected faults will be documented, and the documentation also will include a limited but reasonable time period in which the fault is to be resolved by the offeror

1. Priority One Fault — A critical system fault that renders the solution even partially inoperable. These faults are unacceptable to 9-1-1 ACOG.

2. Priority Two Fault — A major system fault that significantly reduces the solution’s performance and ability to function. These faults are unacceptable to 9-1-1 ACOG and must be resolved before 9-1-1 ACOG will accept the solution.

3. Priority Three Fault — A minor system fault that marginally affects system performance and functionality. These minor faults are operational in nature and only are acceptable while in the final acceptance phase. These faults must be resolved before 9-1-1 ACOG will accept the solution.

4. Priority Four Fault — A combination of minor system faults and items that are on the punch list. These are items that have minimal or no effect on system performance and functionality, and only are acceptable while in the final acceptance phase. These faults must be resolved before 9-1-1 ACOG will accept the solution.


5.2.23 Migration Plan


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Within 30 days of contract signing, the offeror shall provide a detailed migration plan that shall include a full description of the methods and procedures that will be employed to ensure a non-service-affecting migration from the current environment to the new system.

The offeror shall provide a recommended transition considering the complexity of the regional environment

This transition plan will recommend a suggested order for agency migration and provide projected time durations to complete the specific


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site based on position count and other information the offeror has learned of the region's configuration

The migration plan shall include a fallback procedure to restore 9-1-1 ACOG to a premigration operational state in the event of a catastrophic failure.


5.2.24 Software Release Management


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The offeror shall describe the frequency of scheduled software releases and the decision-making processes involved in deciding what features and defect resolutions to include in a scheduled release

Maintenance releases and feature releases shall be provided to 9-1-1 ACOG at no cost while a maintenance agreement is in place. The offeror shall describe the frequency of defect-resolution software releases and the decision-making processes involved in selecting which software defects to fix

The offeror shall provide 9-1-1 ACOG with access to the offeror’s defect tracking system in order for 9-1-1 ACOG to track the progress of defect resolutions. The offeror shall provide a detailed description of the process and provide training to ACOG 9-1-1 staff prior to final acceptance testing.

The offeror must include in its proposal the procedure to manage and track changes made to the system. This is especially important when changes affect the performance of a particular device and it needs to be returned to its former configuration. The configuration-management procedure shall be available to maintenance personnel and ACOG 9-1-1 staff.



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5.2.25 Project Management

Offeror's solution shall include the following:

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A high-level project plan and timeline that shows the entire project calculated from the date of contract signature

A task-oriented Gantt chart based on the project plan and created in Microsoft (MS) Project.

The steps that will be followed so that no service interruptions occur

Examples of what should be included in the project plan, at a minimum:

1. Data gathering

2. 9-1-1 ACOG onsite testing

3. Core component installation and testing

4. ALI, format and interface testing

5. Comprehensive test and acceptance plans for all network connections verifying complete functionality with the CHE portion of the offeror’s solution

6. A more detailed project plan, timeline, and a Gantt chart created in MS Project, due to 9-1-1 ACOG within 30 days of contract signing

Conduct a kickoff meeting at 9-1-1 ACOG within 30 days of contract signing.

Provide a project manager


5.2.26 Progress Reports


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Weekly written progress reports, distributed within 24 hours of the project call, that capture the minutes and action items from the weekly project call

Weekly progress report must contain details relating to the following tasks:


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1. Data gathering

2. Staging and lab testing

3. Installation progress at each site


5.2.27 9-1-1 ACOG Unique Requirements

Offeror’s solution must provide

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Multitenant operation and support

Make-busy functionality

Ring-down functionality

Near-simultaneous conference and transfer

Transfer to 7/10-digit numbers

Configurable policy-routing functionality


6 TECHNICAL REQUIREMENTS – PART B (CHE)

As identified in Section 2, Table 1, 9-1-1 ACOG desires to procure an i3-capable CHE solution in a manner consistent with its current owner/operator model of a geo-diverse, host/remote solution. Offerors are expected to provide hardware and software solutions that can be “forklift” replacements for the existing equipment, and to integrate to the existing network architecture outlined in Appendix A. As such, offerors responding to Part B of this RFP should provide solutions that conform to this approach for implementation.


9-1-1 ACOG RFP

Table 2: Adopted Standards

SDODocument Number

Document Title Standard DescriptionLatest Revision/ Release Date

ANSI/ NENA

ANS Candidate

NENA-STA-027.3-2018 (Originally 04-001)

NENA E9-1-1 PSAP Equipment Standards

This ANSI Approved NENA Standard defines the Public Safety

Answering Point (PSAP) equipment requirements intended for use by users, manufacturers,

and providers of E9-1-1 Customer Premises Equipment (CPE).


APCO/ NENA

1.102.2-2010

Public Safety Answering Point (PSAP) Service

Capability Criteria Rating Scale

APCO and NENA jointly have developed an assessment tool to

evaluate current capabilities of the PSAP against models representing

the best level of preparedness, survivability, and sustainability

amidst a wide range of natural and manmade events.


NENA 75-001

NENA Security for Next Generation 9-1-1 Standard (NG-

SEC)

The purpose of this document is to establish the minimal guidelines

and requirements for the protection of NG9-1-1 assets or

elements within a changing business environment.

Version 1February 6, 2010

NENA 08-751NENA i3 Technical

Requirements Document

Intended to specify the requirements the i3 (Long Term

Definition) Standard should meet.

Issue 1September 28,

2006

NENASTA-010.2-

2016

NENA Detailed Functional and

Interface Standards for the NENA i3

Solution

This Standard Document (STA) is published by the National

Emergency Number Association (NENA) as an information source for the designers, manufacturers, administrators and operators of

systems to be utilized for the purpose of processing emergency

calls.

August 16, 2016

APCO/NENA

54-750

Human Machine Interface & PSAP

Display Requirements

NENA and APCO have jointly developed this document for the

purpose of prescribing requirements for the human

machine interface (HMI) display for the Next Generation 9-1-1 (NG9-1-

1) System

Version 1October 20, 2010


9-1-1 ACOG RFP

As industry standards evolve, the offeror’s solution shall be upgraded to maintain compliance with the current version of established industry standards. The offeror’s solution shall support new call handling and security industry standards within 12 months of ratification of applicable industry standards. Compliance requirements apply also to the supporting standards referenced within each standard. As solution updates are made to maintain compliance, the solution shall not abandon services or feature functionality in place at the time of the solution upgrade. The offeror shall uncover any performance or feature changes prior to the upgrade and report them to 9-1-1 ACOG for approval.

Understood

6.1 IMPLEMENTATION MODEL

Offerors solution shall support the owner/operator model for CHE:

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Solution shall be architected to support host/remote configuration

Solution shall leverage existing network backhaul between hosts and remote facilities

Offeror shall include in its design all necessary edge router hardware and TDM gateways

All equipment shall be new; used, repurposed, or remanufactured equipment is prohibited.


6.2 TECHNICAL SUPPORT

Offeror shall provide monitoring of all call-handling services and components

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Offeror shall provide a 24 x 7 x 365 NOC for reporting and escalating issues with software and/or hardware above Tier 2

The offeror’s solution shall include direct access to Tier 3 and Tier 4 technical support personnel



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6.3 I3 COMPLIANCE

Offeror's solution shall be an i3-compliant call-handling system

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Offeror’s solution shall support NENA 08-751, NENA i3 Technical Requirements Document, Issue 1, September 28, 2006

Offeror’s solution shall interface with 9-1-1 ACOG’s NGCS and ESInet solutions

Offeror shall document the number of NG9-1-1 CHE installations currently installed and operational


6.4 MULTITENANT

Offeror’s solution shall support separation of tenant’s (i.e., agency’s) call-handling resources:

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All ACOG PSAPs must have their own unique set of configurations— e.g., agent identifications (IDs), speed numbers, management information system (MIS) reports, routing—that are not accessible to any other PSAP configured in the solution

Authorized ACOG 9-1-1 administrative personnel shall have full visibility into the enterprise, including configuration control and reporting.


6.5 INTEGRATED TEXT-TO-9-1-1

Offeror’s solution shall support an integrated Short Message Service (SMS) text-to-911 solution via Session Initiation Protocol (SIP)/Message

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Explain how the text calls are received, queued, answered, and tracked


9-1-1 ACOG RFP

Offeror’s solution shall support an integrated Short Message Service (SMS) text-to-911 solution via Session Initiation Protocol (SIP)/Message

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in the system

Explain disposition of attached multimedia and how text calls are handled by the MIS

Explain how text calls are transferred and any limitations

Provide examples of the applicable UIs

Provide the ability to text from 9-1-1


6.6 REAL-TIME TEXT (RTT)

Offeror's solution shall support real-time text:

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Offeror shall describe its current implementation, if applicable, and any current beta or field trials

If not currently developed, offeror shall provide details of when this capability will be included in the proposed solution at no-charge upgrade/delivery.


6.7 USER PROFILES

Offeror shall support the following user profile characteristics:

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Provide user profile settings, which are retained between logins, during upgrades and between sessions (i.e., logoff and return next day)

Profiles shall be stored on the network and be available from any workstation


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Offeror shall support the following user profile characteristics:

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Solution shall be capable of establishing skills-based profiles


6.8 REDUNDANCY, RELIABILITY, AVAILABILITY

Offeror’s proposed solution shall support the following redundancy, availability, and diversity requirements:

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Propose a redundant solution that automatically transfers (i.e., without manual intervention) core processing functionality upon detection of a problem that impacts the system’s ability to meet the 99.999 percent SLA

The capability of being manually switched back, with the option to switch back automatically and resync once the problem is corrected

A design where core processing is available 99.999 percent of the time, also referred to as “five nines”

Provide a detailed description of how the solution achieves five-nines reliability

Call handling shall be distributed across two or more call-handling centers (CHCs) provided by 9-1-1 ACOG

Any single CHC shall support all 911 calls and mapping functionality


6.9 SECURITY

Offeror shall support the following security requirements:

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Proposal shall comply with NENA 75-001.1, Security for Next-Generation 9-1-1 Standard (NG-SEC). Offeror shall detail how its


9-1-1 ACOG RFP

Offeror shall support the following security requirements:

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solution addresses the requirements of the following sections of the standard:

1. Section 6 – General Security

2. Section 7 – Safeguarding Information Access

3. Section 9 – Network and Remote Access Security Guidelines


6.10LONG-TERM AVAILABILITY

Offeror shall support the following hardware availability requirements:

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Six-month-minimum advance written notification to 9-1-1 ACOG for any end-of-life (EOL) or end-of-support (EOS) component


6.11CAD INTERFACE

Offeror shall support the following CAD interface requirements:

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Support for the CAD interface description in NENA-STA-027.3-2018, NENA E9-1-1 PSAP Equipment Standards ANS Candidate (originally NENA 04-001), July 2, 2018

Support for IP-based connections

Support for the CAD systems listed in Appendix A – PSAP Information



9-1-1 ACOG RFP

6.12ALI INTERFACE

Offeror shall support the following ALI interface requirements:

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Support for ALI interface description in NENA-STA-027.3-2018, NENA E9-1-1 PSAP Equipment Standards ANS Candidate (originally NENA 04-001), July 2, 2018

Create a requirement for LDB and/or LIS

Provide access to ALI at the remote location for recording


6.13RECORDING

Offeror shall support the following requirements:

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Logging as described in NENA-STA-010.2-2016, NENA Detailed Functional and Interface Standards for the NENA i3 Solution (originally 08-003) or its successors

Must provide IP capability

Must support all audio formats


6.14PSAP HARDWARE

Offeror shall support the following requirements for PSAP hardware:

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All PSAP hardware (e.g., monitors, keyboards, mice, headsets, phones) shall be new and covered initially by a warranty and then a maintenance agreement


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Offeror shall support the following requirements for PSAP hardware:

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Offeror shall supply a bill of materials (BOM) for each PSAP


6.15HUMAN-MACHINE INTERFACE

Offeror's solution shall support HMI:

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Offeror’s solution shall comply with NENA 54-750, NENA/APCO Human Machine Interface & PSAP Display Requirements, Version 1, October 20, 2010

Offeror shall document any non-compliance


6.16DISTINCTIVE RING TONES

Offeror's solution shall support distinctive ring tones:

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Offeror’s solution shall provide a ring tone for 9-1-1 calls that is distinctly different than the ring tones for administrative calls and text messages

Offeror’s solution shall provide a ring tone for text messages that is distinctly different than the ring tones for administrative and 9-1-1 calls

When configured for ACD14 operation, the offeror’s solution shall support user-defined, distinctive ring tones for each ACD queue·

The offeror’s solution shall provide distinctive ring tones to be customized by agent role or login


14 Automatic call distribution.


9-1-1 ACOG RFP

6.17CONFERENCE CONTROLLER

Offeror's solution shall support a conference controller:

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Must enable the telecommunicator to add an outside caller or inside caller to an in-progress “live” call while remaining on the line, with no limitation as to what type of call the telecommunicator is on

Must control the audio levels so that no degradation of voice quality occurs

Original telecommunicator shall be able to mute/unmute any party on the conference

Original telecommunicator shall be able to select and drop any party from the conference

Original telecommunicator, or any of the conference parties, must be able to drop out of the conference without losing the 911 caller

Conferencing feature must support, at a minimum, any combination of up to six parties


6.18CALL MONITORING

Offeror's solution shall support monitoring calls

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Offeror’s solution shall allow authorized PSAP personnel to listen quietly to a telecommunicator’s live conversation

Feature shall be controlled by the authorized personnel’s credentials

Monitoring shall not be noticed by, or disturb, the monitored telecommunicator

Monitoring shall not degrade the audio quality of the call

Offeror also shall describe its options, or future plans, for supporting a call-monitoring-like functionality for text-to-911 sessions



9-1-1 ACOG RFP

6.19CALL BARGE-IN

Offeror's solution shall support barge-in:

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Shall enable an authorized PSAP telecommunicator to barge into another telecommunicator’s live conversation

The feature must be activated by utilizing a mouse or an easily invoked keyboard command

Shall not degrade the audio quality of the call

Shall be configurable to provide a tone to announce the barge-in

The telecommunicator or supervisor is then part of a three-way call with the caller and original telecommunicator

Offeror also shall describe its options, or plans, for supporting a barge-in-like capability for text-to-911 sessions


6.20CALLBACK

Offeror's solution shall support callback:

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Capable of calling back wireline, wireless, TDD/TTY,15 text and VoIP callers based on the calling party number

Shall utilize the calling party number (CPN) of the 9-1-1 caller to invoke the callback process

Shall call back wireless or VoIP 9-1-1 calls utilizing the caller’s telephone number located within the ALI fields

Shall be able to use the Caller ID (CID) information to allow a callback from an administrative line

Callback function shall require only a single mouse click

15 Telecommunications device for the deaf/teletypewriter.


9-1-1 ACOG RFP

Offeror's solution shall support callback:

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Any prefix digit(s) insertion/deletion (e.g., adding +9) shall be automatic and not require manual input


6.21ABANDONED CALLS

Offeror's solution shall support the following regarding abandoned calls:

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Provide a visual and audible indication for abandoned calls

Display the number of abandoned calls from the same callback number

Clear the abandoned call count display upon successful callback and answer of the telephone number

Provide a configurable option allowing for an automatic response to an abandoned call

Provide each individual agency with the ability to configure the option to be enabled or disabled by the agency

Allow the system to return a call and/or text message to an abandoned call, and to prompt the recipient of the call to take an action, e.g., press 1 to notify the agency that no assistance is needed; press 2 to be routed to 9-1-1

Provide abandoned call reports as part of its MIS


6.22REPEAT CALLERS

Offeror's solution shall identify multiple 9-1-1 calls from the same callback number:

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Identify the repeat-call condition to the telecommunicator


9-1-1 ACOG RFP

Offeror's solution shall identify multiple 9-1-1 calls from the same callback number:

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Identify whether the latest call is routed to the same telecommunicator who handled previous call(s) from this callback number


6.23REAL-TIME QUERIES

Offeror’s solution shall allow telecommunicators, in real time, to query telephone numbers with a date/time range to retrieve call information for

all calls (9-1-1 and non-9-1-1) received from this telephone number: Com

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Telecommunicators do not have to be on an active 9-1-1 call to retrieve this information.


6.24SPEED DIAL

6.24.1 Speed-Dial Lists

Offeror's solution shall support speed-dial lists:

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Minimum of 2,500 separate speed-dial lists for each of the following groups:

1. Enterprise-wide

2. PSAP-wide

3. Personal

Speed-dial entries must be able to store additional information related to the entry; the offeror shall provide a list that identifies all related information that can be stored, and an explanation of those elements

Shall describe how additional information is entered and associated with an entry

It is desirable to store any digital data, e.g., video and images. To


9-1-1 ACOG RFP

Offeror's solution shall support speed-dial lists:

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comply with this requirement, offeror shall state whether the additional data is indexed and searchable, or if it is static data that is available only when accessing the specific dial entry


6.24.2 List Updates


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The system administrator shall maintain the enterprise-wide speed-dial list

The PSAP-wide speed-dial list is managed by the local system administrator at the PSAP

Telecommunicators will maintain their own personal speed-dial lists

The speed-dial lists must be uploaded automatically to the data centers and propagated to all workstations

The updating process must not affect the ability of users to access and use the speed-dial lists

Workstations shall not require restarting for any speed-dial list changes


6.24.3 Access Codes and Extra Digits

Offeror's solution shall support access codes and extra digits:

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Support extra digits or codes necessary to automatically dial a number and complete a call based on line type. Examples could include long distance (LD) access, personal identification numbers (PIN), LD account


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Offeror's solution shall support access codes and extra digits:

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codes, and star-code transfers.

The dialing string needs to support prefix and suffix digit insertion.

Offeror shall document any limitations to this requirement


6.24.4 Library Search

Offeror’s solution shall provide a search function triggered by entering the first few letters of the speed-dial entry:

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Options for programmed speed-dial shall populate on list


6.24.5 Icons

Offeror’s solution shall support the following icon requirements:

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Icons or soft buttons must be capable of being programmed to access the entire speed-dial list, groups of numbers, or individual numbers

The system administrator must be able to assign meaningful descriptions to the icons or buttons. Meaningful descriptions will display as popup information when the mouse pointer is hovered over the “soft” button



9-1-1 ACOG RFP

6.24.6 Alphanumeric Entries

Offeror's solution shall support alphanumeric entries:

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Shall support alphanumeric entries, e.g., 1-888.911.ACOG


6.24.7 External Data Import

Offeror's solution shall support importing external data:

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Support the ability to import all supported data identified in this section; the offeror shall clearly identify any elements that cannot be imported

Shall describe all methods of import, e.g., comma-separated values (CSV), comma-delineated file, Structured Query Language (SQL) import


6.25AUTOMATIC CALL DISTRIBUTION

Offeror's solution shall support the following ACD requirements:

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Permit authorized PSAP and ACOG 911 staff to provision ACD-related queues, routing, and telecommunicator skill settings, as needed

ACD call types on a per-queue basis:

1. Longest idle

2. Top down

3. Round robin

4. Ring all

Ability to change role without having to log out and log back in


9-1-1 ACOG RFP

Offeror's solution shall support the following ACD requirements:

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Inform the telecommunicator of the number of calls on hold and the number of calls in each queue

Toggling between “ready” and “not ready.” While ready, telecommunicators can receive calls presented through the ACD queues. Conversely, ACD calls are not presented to telecommunicators who are not ready

The ability to require a telecommunicator to enter a reason for why they are changing their status to “not ready.”

The configurable option of forced (automatic) answer of ACD calls, which presents a 9-1-1 call to an available telecommunicator and provides an audible tone (i.e., zip tone) to the telecommunicator prior to automatically connecting the 9-1-1 caller to the telecommunicator

A configurable timer to optionally allow the telecommunicator to automatically enter a “wrap-up” state following the end of a call. This allows the telecommunicator to enter post-call notes prior to being made available for additional calls


6.26REAL-TIME STATISTICS

Offeror's solution shall provide the capability to display real-time statistics:

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Provide an option to each PSAP for one or more wall-mounted, 4K ultra-high-definition, large-screen (50 inches for pricing purposes), liquid crystal display (LCD) or Light-emitting diode (LED) monitor/television for displaying real-time call information as configured by the PSAP

Display information includes, but is not limited to, the following:

1. Name of queue

2. Number of calls in queue

3. Longest call in queue

4. Number of telecommunicators logged in


9-1-1 ACOG RFP

Offeror's solution shall provide the capability to display real-time statistics:

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5. Number of telecommunicators available for calls

6. Number of telecommunicators not ready

7. Configurable thresholds for color and sound

The following is just an example of the types of information PSAP managers may want to be viewable from across the room:

Queue Calls Longest Logged In AvailableNot

Ready

9-1-1 0 0:00 3 2 1

Spanish 0 0:00 2 0 2

Administrative 0 0:00 2 2 0


6.27 MAPPING

Offeror's solution shall support mapping per NENA's HMI:C

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The HMI shall display emergency event location and calling device location information on a map display

Map display configuration (e.g., map scale, base map data, iconography, caller/event location display rules) shall be based on logged-in user's profile/role

The HMI shall provide the ability to display location update results (from the ANI/ALI controller) on a map display in real time

The HMI shall provide the ability to accept or reject the update-request results

If previous calls/incidents are to be shown on the display, the HMI shall provide the ability to configure how long previous calls/incidents will remain on the display before being automatically removed/hidden

The HMI shall provide the ability to draw and label, modify, and delete geometric shapes or points on the map display


9-1-1 ACOG RFP

Offeror's solution shall support mapping per NENA's HMI:

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The HMI shall provide the ability to make such dynamic features private (i.e., visible only to the creating agent), visible to specific groups (i.e., roles, agencies), or visible to all users

Such dynamic features shall be able to be captured and stored for easy reuse

The HMI shall have the ability to “zoom” the map display

Zoom parameters (e.g., default zoom level when call arrives; appearance of various features, information, iconography, and layers at different zoom levels) must be configurable based on user role

Zoom history – it shall be possible to return to the previous zoom level with a single click (up to 10 steps back)

It shall be possible to return to the default zoom level with a single click

The HMI shall provide the capability to pan the display

Pan history – it shall be possible to return to the previous pan location with a single click (up to 10 steps back)

It shall be possible to return to the current call location with a single click

The HMI shall provide the ability to set default GIS layers that are visual based on user login/role, and to select/unselect individual GIS layers for display

The HMI shall provide the ability to search for a location using either: a) geo-coordinates, or b) civic addresses

The HMI shall display location search results to the call-taker

If multiple results are returned, each must include a confidence/match-score and clicking on a result shall re-center the map on the selected location

The HMI shall provide the ability to retrieve location information (i.e., address and geo-coordinates) by clicking on a point on the map display

The HMI shall provide the ability to designate a location as a call/incident location by clicking on a point on the map or selecting it from the list of search results

The HMI shall provide the capability to display the emergency response agencies associated with a caller’s location on the map display

The HMI shall provide the ability to display the emergency response agencies associated with an emergency location on the map display


9-1-1 ACOG RFP

Offeror's solution shall support mapping per NENA's HMI:

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The HMI shall provide the ability to graphically display the accuracy/uncertainty associated with a given calculated position

The HMI shall support the ability to represent calls on the map with different icons based on class of service/type of call (e.g., wireline, wireless, VoIP, SMS)

The HMI shall support the representation of additional location information for a call based on call type/class of service (e.g., wireless, SMS, VoIP, SMS)


6.28TRAINING

Offeror's solution shall support the following requirements:

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Services must include options for both train-the-trainer and end-user models

Agent training

Administrator training

Monitoring, reporting, system health and performance (MIS)

GIS/mapping (user vs. admin/GIS)

Technician certification training (at the manufacturer’s site) for 3 person(s)

PSAP end-user training at each PSAP and train-the-trainer instruction for the region’s training program

Training to accommodate 24 x 7 shifts

All training materials available in digital form

Client reserves right to record all training sessions and make available to staff online for refresher and new-agent training at no additional charge

Technician training shall include refresher training every year for 3 personnel


9-1-1 ACOG RFP

Offeror's solution shall support the following requirements:

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Training services shall include an onsite trainer in each PSAP for each different shift following cutover ('lifeguard')

Offeror shall provide a summary/syllabus and duration of each training class, so that PSAPs can coordinate personnel schedules

Training materials shall include quick-reference guides for call-takers (CHE and mapping)

Training for call-takers shall take place no more than 1 week prior to go-live (retention issues)


6.29MANAGEMENT INFORMATION SYSTEMS (MIS)

6.29.1 Administration

Offeror's solution shall provide MIS reporting that meets the following requirements:

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Authorized personnel shall be able to run reports specific to their PSAP, and other PSAPs shall not have visibility into another PSAP’s reports

Authorized ACOG 9-1-1 personnel shall be able to run reports on any PSAP

Ability to have reports include color charts and graphs


6.29.2 Canned Reports

Offeror's solution shall provide the following "canned" MIS reports available by PSAP or all PSAPs:

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Call summary


9-1-1 ACOG RFP

Offeror's solution shall provide the following "canned" MIS reports available by PSAP or all PSAPs:

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Calls per hour

Calls per day of week

10-digit emergency calls

Abandoned calls

Calls by carrier

Busiest hours

Emergency service numbers

PSAP ring time

PSAP queue time

PSAP answer time

Call transfer

Agent ring time

Agent summary

Average call duration

Trunk group utilization

Agent ready/not ready


6.29.3 Ad Hoc Reports

Offeror's solution shall support the following requirements for ad hoc reports available by PSAP or all PSAPs:

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Authorized personnel shall have the ability to query the data to create and print reports in an ad hoc fashion

Include a data dictionary and explanations of data fields available for reporting

After these ad hoc reports have been developed, the offeror’s solution shall have the ability to save the ad hoc report template and to optionally


9-1-1 ACOG RFP

Offeror's solution shall support the following requirements for ad hoc reports available by PSAP or all PSAPs:

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schedule the report for automatic execution

Ability for reports to be scheduled for output to files, printers, or other network locations


6.29.4 Network Printer


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Each PSAP requires at least one networked, laser color printer for local (e.g., PSAP local-area network [LAN]) printing of MIS reports, call detail record (CDR) reports, etc., that is of sufficient quality to be reliable with normal MIS, CDR printing

The laser color printer shall be accessed at the local PSAP level, and at the system administrator level as a network printer


6.30INSTANT RECALL RECORDER

Offeror shall support the following IRR requirements:

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Recording at workstations for both radio and telephony

Playback of radio and 9-1-1 calls independently or together

Support of the following DVD-like controls that enable the user to navigate to any portion of the recorded conversation(s):

1. Play

2. Pause


9-1-1 ACOG RFP

Offeror shall support the following IRR requirements:

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3. Stop

4. Play forward/fast forward

5. Rewind

6. Repeat


6.31PROJECT MANAGEMENT


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Include a high-level project plan and timeline that shows the entire project calculated from the date of contract signature

A task-oriented Gantt chart based on the project plan and created in MS Project.

The steps that will be followed so that no service interruptions occur

Examples of what should be included in the project plan, at a minimum:

1. Data gathering

2. 9-1-1 ACOG onsite testing

3. Core component installation and testing

4. PBX16/CHE/mapping and workstation installation

5. Gateway/network interface testing at all PSAP locations

6. ALI, format and interface testing

7. CAD, logging recorder, analog, digital and IP testing

8. Comprehensive test and acceptance plans for all network connections verifying complete functionality with the CHE portion of the offeror’s solution

9. A more detailed project plan, timeline, and a Gantt chart created in MS Project, due to 9-1-1 ACOG within 30 days of contract signing

16 Private branch exchange.


9-1-1 ACOG RFP


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Conduct a kickoff meeting at 9-1-1 ACOG within 30 days of contract signing.

Provide a project manager


6.32PROGRESS REPORTS


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Weekly written progress reports, distributed within 24 hours of the project call, that capture the minutes and action items from the weekly project call

Weekly progress report must contain details relating to the following tasks:

1. Data gathering

2. Staging and lab testing

3. Installation progress at each site

4. Testing and acceptance

5. Adherence to the Gantt chart and adjustments, if necessary

6. Punch-list items, outstanding issues and progress report


6.33SYSTEMS INTEGRATION

offeror shall support the following:

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Coordinate and work with the appropriate vendor’s technician for the test


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and turn-up of CAD, recorder, mapping, radio, and local PSAP telephone system interfaces

Coordinate and work with 9-1-1 ACOG’s NGCS/ESInet vendor for system integration


6.34CHANGE ORDERS


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Submission of a change order in writing that must be approved prior to performing work, and for equipment not covered under the contract with 9-1-1 ACOG

9-1-1 ACOG will not accept change orders resulting in additional costs unless additional features are requested by 9-1-1 ACOG


6.35SERVICE INTERRUPTIONS


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As the offeror performs the installation and cutover of the equipment, the offeror must assure 9-1-1 ACOG that there will be minimal interruption to the normal business operations of the local PSAP

Prior to any PSAP visit, the offeror shall obtain authorization from 9-1-1 ACOG, which reserves the right to alter or suspend the intended schedule for any reason as determined by 9-1-1 ACOG



9-1-1 ACOG RFP

6.36FACILITY DAMAGES

Offeror shall be responsible the following:

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Damages caused by the offeror, its subcontractors or delivery personnel to any 9-1-1 ACOG and PSAP facilities through the receiving, delivery, installation or test of the entire solution


6.37STORAGE, STAGING, DELIVERY AND INVENTORY CONTROL


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Offeror shall be accountable for the storage of materials until such time that the items are to be installed

Neither 9-1-1 ACOG nor PSAP facilities may be used as a warehouse for uninstalled equipment

Offeror shall coordinate with 9-1-1 ACOG for the shipping, staging and testing of equipment prior to installation

Offeror shall be responsible for ensuring that the equipment is fully staged, configured and tested prior to delivery to the PSAP

Offeror shall arrange for equipment to be delivered onsite on an as-needed basis, and the cost for delivery must be included in the offeror’s proposal

Receipt, inventory and movement of material are the responsibility of the offeror

Offeror shall be responsible for the disposal of shipping material, as well as the daily removal of other day-to-day refuse

Offeror shall provide 9-1-1 ACOG with a detailed inventory of all equipment provided in the installation of the solution and to be owned by 9-1-1 ACOG


9-1-1 ACOG RFP


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At a minimum, the inventory data must include where it is installed, manufacturer, part number, serial number, quantity and model number

Offeror shall provide the inventory in hard- and soft-copy format using MS Excel

Offeror shall be responsible for all hardware, from its receipt prior to staging until it is accepted by ACOG 9-1-1 personnel in writing

Any hardware or equipment lost, misplaced or damaged prior to acceptance will be replaced at the offeror’s sole expense


6.38CODES COMPLIANCE


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Installation must comply with all applicable national, state and local codes


6.39GROUNDING


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Data centers, call-handling centers, PSAPs and workstations shall be grounded per the guidelines in Chapter 5, Internal Grounding (Earthing) Dispatch Centers and Network Operator Positions, found in Motorola R56®, Standards and Guidelines for Communication Sites



9-1-1 ACOG RFP

6.40TRANSIENT VOLTAGE SURGE SUPPRESSION


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Secondary TVSS devices are required to be installed in addition to primary protection, typically on facilities’ punch-down blocks (i.e., low-density installations), or via plug-in modules (i.e., high-density installations), and are to be used to protect the equipment from voltages that may have been introduced into the sites from utility facilities

Secondary TVSS devices must be installed to protect incoming and outgoing equipped metallic circuits that are, or could connect to, wireless or wireline private or leased line facilities, including CO POTS, 9-1-1 trunks, DS1 facilities, and Ethernet

The secondary TVSS devices must list a clamping voltage of 250 volts (i.e., 0.25 kilovolts [kV]) or less and operate in less than 10 nanoseconds. The device must have an operational indicator in the form of a light or audible signal to alert maintenance personnel that the device has been exercised, failed, or the circuit is no longer protected. The secondary TVSS must not degrade the audio signaling and must have a minimum of a one-year manufacturer’s warranty

In addition to the equipped port requirement, each PSAP site should include an onsite spares kit to assist in emergency restoration

9-1-1 ACOG is not prescribing or requiring any one manufacturer of this TVSS equipment, but it must comply with Underwriters Laboratories (UL) 497A, Secondary Protectors for Communications Circuits. However, a very good explanation of the device is found on the ITW LINX manufacturer’s website: http://www.itwlinx.com/


6.41PRE-CUTOVER ACCEPTANCE CRITERIA


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Confirmation and documentation of equipment configuration


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Confirmation and documentation of control, monitoring, and alarm solutions

All offeror-provided, 9-1-1 ACOG-owned equipment must be inventoried by model, part number, quantity, serial number and location

ATPs and documentation

If, during testing, 9-1-1 ACOG feels that a solution test fails, 9-1-1 ACOG will provide the offeror with a written description of what test failed and why. 9-1-1 ACOG also will identify to the offeror an expected amount of time that will be allowed to resolve the problem

The offeror is required to provide 9-1-1 ACOG with final as-built drawings in Visio format (as defined by 9-1-1 ACOG) to support the final configuration, delivered within 30 days of cutover

The offeror shall provide as-built documentation of all installed cabling, equipment, configurations and all associated aspects of the project, as well as any unique or special configurations


6.42CUTOVER COORDINATION


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A detailed cutover plan, along with coordination conference calls and supporting documentation, shall be provided to all participating parties

9-1-1 ACOG is responsible for approval of the cutover plan

Offeror shall provide trained and capable technical and functional solution support, and the project manager shall be available and onsite the day of cutover

Offeror shall describe in its proposal how many of its staff will be available, and their areas of expertise

Offeror shall state the length of time technical support staff will be onsite


9-1-1 ACOG RFP

for each cutover


6.43TESTING

6.43.1 Preliminary Test Plan


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Include a preliminary test plan that contains testing processes for all components in the proposal

Show that the plan can be tracked and measured

This test plan will be the basis for the initial installation testing for the site, once approved by 9-1-1 ACOG


6.43.2 Site-Specific Test Plans


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Provide a final site-specific test plan

Provide the plan to 9-1-1 ACOG as part of the contract-negotiation process

Test plan must provide detailed parameters and measurable results for every functional and technical facet identified in the RFP and proposal

Test plans for the following sites are required:

1. Core – includes performance, and test sign-off represents a billable milestone

2. PSAP – includes feature/functional, and test sign-off represents a billable milestone



9-1-1 ACOG RFP

6.43.3 PSAP Final Acceptance Testing


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PSAP final acceptance testing confirms that the offeror’s solution operates during day-to-day use in each live PSAP environment. The testing period must be sufficient to demonstrate the solution’s performance and reliability. The period shall be 30 consecutive calendar days.



2. The offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract, and provide written notification of the remedy to 9-1-1 ACOG

3. The final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or ten business days, whichever is less



6.43.4 System Final Acceptance testing


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System final acceptance testing cannot start until all PSAPs have successfully completed PSAP final acceptance testing. The testing period must be sufficient to demonstrate the solution’s performance and


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reliability. The period shall be 60 consecutive calendar days



2. The offeror shall remedy the non-compliance per the Service Levels and Service Management Performance Standard sections of the contract and provide written notification of the remedy to 9-1-1 ACOG

3. The final acceptance testing period will restart upon 9-1-1 ACOG’s written notification of acceptance of the remedy, or three business days, whichever is less


5. 9-1-1 ACOG will provide a Notice of System Final Acceptance once testing successfully completes


6.43.5 System Acceptance Testing Fault Categories


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The following fault categories are defined for use during the final acceptance testing process. All 9-1-1 ACOG-detected faults will be documented, and the documentation also will include a limited but reasonable time period in which the fault is to be resolved by the offeror.

1. Priority One Fault — A critical system fault that renders the solution even partially inoperable. These faults are unacceptable to 9-1-1 ACOG

2. Priority Two Fault — A major system fault that significantly reduces the solution’s performance and ability to function. These faults are unacceptable to 9-1-1 ACOG and must be resolved before 9-1-1


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ACOG will accept the solution

3. Priority Three Fault — A minor system fault that marginally affects system performance and functionality. These minor faults are operational in nature and only are acceptable while in the final acceptance phase. These faults must be resolved before 9-1-1 ACOG will accept the solution.

4. Priority Four Fault — A combination of minor system faults and items that are on the punch list. These are items that have minimal or no effect on system performance and functionality and only are acceptable while in the final acceptance phase. These faults must be resolved before 9-1-1 ACOG will accept the solution.


6.44MIGRATION PLAN

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Within 30 days of contract signing, the offeror shall provide a detailed migration plan that shall include a full description of the methods and procedures that will be employed to ensure a non-service-affecting migration from the current environment to the new system

The offeror shall provide a recommended transition considering the complexity of the regional environment

This transition plan shall recommend a suggested order for agency migration and provide projected time durations to complete the specific site, based on position count and other information the offeror has learned of the region's configuration

The migration plan shall include a fallback procedure to restore 9-1-1 ACOG to a premigration operational state in the event of a catastrophic failure.


9-1-1 ACOG RFP


6.45PRODUCT LIFECYCLE MANAGEMENT (PLM)

6.45.1 Software Release Management


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The offeror shall describe the frequency of scheduled software releases and the decision-making processes involved in deciding what features and defect resolutions to include in a scheduled release

Maintenance releases and feature releases shall be provided to 9-1-1 ACOG at no cost while a maintenance agreement is in place. The offeror shall describe the frequency of defect-resolution software releases and the decision-making process involved in selecting which software defects to fix

The offeror shall provide 9-1-1 ACOG with access to the offeror’s defect tracking system in order for 9-1-1 ACOG to track the progress of defect resolutions. The offeror shall provide a detailed description of the process and provide training to ACOG 9-1-1 staff prior to final acceptance testing

The offeror shall include in its proposal the procedure for managing and tracking changes made to the system. This is especially important when changes affect the performance of a particular device and it needs to be returned to its former configuration. The configuration-management procedure shall be available to maintenance personnel and ACOG 9-1-1 staff


6.45.2 Maintenance and Monitoring


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The offeror shall include in its proposal continued 24 x 7 x 365 warranty and labor for the first year. The offeror also must provide 24 x 7 x 365


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maintenance (including labor) for Years 2 through 5. This must include all provided hardware, cabling and connectors, software and NOC support provided by the selected offeror.

The offeror’s solution shall include remote monitoring and maintenance. The offeror shall describe in its proposal how these will be achieved and supported. The offeror shall describe its facilities and staffing to both monitor and respond


6.45.3 Incident and Trouble Reporting


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The offeror shall describe the procedures involved for initiating, tracking and resolving trouble reports. The offeror must describe all capabilities available with its solution, including the following:

1. Monitoring

2. Notification method(s) – e.g., web-based, email, SMS

3. Alarm levels (e.g., Critical System Fault [Priority One], Major System Fault [Priority 2], Minor System Fault [Priority 3])

4. Alarm threshold setting to reduce the number of minor alarm notifications

5. Logging – system logs

6. Minimum of 180 days available online

7. Filtering and sorting

8. Archiving

9. Maintenance test, make busy, service state change (e.g., in service/out of service) and configuration

10. Troubleshooting tools

11. Call trace including indications of transfers that have occurred, or conference bridges and parties involved


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12. Call quality measurements (e.g., MOS, jitter, latency)

13. User-level diagnostics to isolate faulty hardware or software

14. Debugging, core dump, crash logs and other utilities

15. Reporting

In addition to the standalone capabilities, the offeror shall describe capabilities to interface with other management systems using standard protocols such as Simple Network Management Protocol (SNMP) or Common Management Information Protocol (CMIP).


6.45.4 Escalation Procedures


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Following the solution cutover, 9-1-1 ACOG may require escalation of an issue for resolution. The offeror shall describe the escalation process that 9-1-1 ACOG and the PSAPs would utilize. The offeror shall provide documentation of the escalation process along with names, titles and contact information. The offeror also shall include the after-hour escalation process if it is different from normal work hours

The escalation process shall address inclusion of the manufacturer in meetings and discussions with 9-1-1 ACOG when the offeror’s efforts have not resolved the issue

Escalation processes shall describe in detail the model for owner/operator regarding resolution of critical defects, including time to resolution and engagement of Tier 3 or Tier 4 engineering and development resources



9-1-1 ACOG RFP

6.45.5 Software Backup and Restoration


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The offeror’s solution shall perform automatic backups of software and databases. The backups cannot affect system performance

The offeror’s proposal shall describe in detail the scheduled solution backups that will be performed during the warranty period on the workstations, servers and any other device that can have a database, operating system and/or configurations backed up. This is important to 9-1-1 ACOG to ensure timely restoration of a device in the event of a required replacement or database corruption. The offeror shall request authorization from 9-1-1 ACOG prior to performing maintenance or upgrades


6.45.6 Software Defect Tracking

Selected offeror shall support the following:C

ompl

ies D

oes

Not

C

ompl

yP

artia

lly

Com

plie

s

The selected offeror shall provide, utilize and maintain an online site history log that tracks all system faults, resolutions and upgrades that are performed onsite and remotely. The offeror shall describe the process for managing the site log


6.45.7 Spares, Advance Replacement and Warranty


Com

plie

s Doe

s N

ot

Com

ply

Par

tially

C

ompl

ies

The offeror’s solution shall include a critical spares kit, as well as a cache of non-redundant modules, such as interfaces and keyboards, representing 10 percent of the total implemented. These spares shall be


9-1-1 ACOG RFP


Com

plie

s Doe

s N

ot

Com

ply

Par

tially

C

ompl

ies

stored at a location to be determined by 9-1-1 ACOG. The offeror shall provide a BOM and a description of its recommendation for spares storage.

The offeror shall provide pricing and documentation describing the repair and advance replacement of solution components purchased by 9-1-1 ACOG and provided in the offeror’s proposal

All offeror-provided hardware, software and ancillary equipment must have a minimum three-year warranty period commencing upon 9-1-1 ACOG’s final acceptance of the system. The offeror must resolve all faults or malfunctions at no additional cost to 9-1-1 ACOG, which reserves the right to begin the warranty period earlier if only minor punch-list items remain unresolved—9-1-1 ACOG will provide notice in writing to the offeror if this is agreeable

The offeror must describe how out-of-warranty or maintenance agreement-covered items are repaired. The offeror shall describe the processes and procedures along with costing factors



9-1-1 ACOG RFP

Appendix, Attachment and Exhibit Guide

Table 3: Exhibit Guide

Section Title Page

Exhibit I Instructions for Proposal Compliance and Submittal 76

Exhibit II Certifications of offeror 77

Exhibit IIICertification Regarding Debarment, Suspension, and Other

Responsibility Matters77

Exhibit IV Certification Regarding Lobbying 78

Exhibit V Drug-Free Workplace Certification 79

Exhibit VI Certification Regarding Disclosure of Conflict of Interest 81

Exhibit VII Certification of Fair Business Practices 84

Appendix A 9-1-1 ACOG PSAP Site List, and Population and Call Data 85

Appendix B Performance Standards and Service Level Agreements 99

Appendix C Procurement Policy 105

Attachment A Pricing Matrix 106

Attachment B Bill of Materials (BOM) 107

Understood


9-1-1 ACOG RFP

Exhibit I: Instructions for Proposal Compliance and Submittal

Compliance with the RFP

Submissions must be in strict compliance with this Request for Proposals. Failure to comply with all provisions of the RFP may result in disqualification.

Acknowledgment of Insurance Requirements

By signing its submission, offeror acknowledges that it has read and understands the insurance requirements for the submission. offeror also understands that the evidence of required insurance must be submitted within ten (10) working days following notification of its offer being accepted; otherwise, 9-1-1 ACOG may rescind its acceptance of the offeror’s proposal. The insurance requirements are outlined in Section 4 – General Terms and Conditions.

Name of Organization/Offeror(s):

Signature of Authorized Representative:

Date:


9-1-1 ACOG RFP

Exhibit II: Certifications of Respondent

I hereby certify that the information contained in this proposal and any attachments is true and correct and may be viewed as an accurate representation of proposed services to be provided by this organization. I certify that no employee, board member, or agent of 9-1-1 ACOG or any public safety agencies supported by 9-1-1 ACOG has assisted in the preparation of this proposal. I acknowledge that I have read and understand the requirements and provisions of the request for proposals and that the organization will comply with the regulations and other applicable local, state, and federal regulations and directives in the implementation of this contract.

I also certify that I have read and understood all sections of this request for proposals and will comply with all terms and conditions as stated; I, ______________________________________ (typed or printed name) further certify that I am the _________________________________ (title) of the corporation, partnership, or sole proprietorship, or other eligible entity named as offeror and offeror herein and that I am legally authorized to sign this offer and to submit it to 9-1-1 ACOG, on behalf of said offeror by 9-1-1 ACOG of its governing body.



Date:


9-1-1 ACOG RFP

Exhibit III: Certification Regarding Debarment, Suspension and Other Responsibility Matters

This certification is required by the Federal Regulations Implementing Executive Order 12549, Debarment and Suspension, 45 CFR Part 93, Government-wide Debarment and Suspension, for the Department of Agriculture (7 CFR Part 3017), Department of Labor (29 CFR Part 98), Department of Education (34 CFR Parts 85, 668, 682), Department of Health and Human Services (45 CFR Part 76).

The undersigned certifies, to the best of his or her knowledge and belief, that both it and its principals:

1. Are not presently debarred, suspended, proposed for debarment, declared ineligible, or voluntarily excluded from participation in this transaction by any federal department or agency;

2. Have not within a three-year period preceding this contract been convicted of or had a civil judgment rendered against them for commission of fraud or a criminal offense in connection with obtaining, attempting to obtain, or performing a public (Federal, State, or Local) transaction or contract under a public transaction, violation of federal or State antitrust statutes or commission of embezzlement, theft, forgery, bribery, falsification, or destruction of records, making false statements, or receiving stolen property;

3. Are not presently indicated for or otherwise criminally or civilly charged by a government entity with commission of any of the offense enumerated in Paragraph (2) of this certification; and,

4. Have not within a three-year period preceding this contract had one or more public transactions terminated for cause or default.

Where the prospective recipient of federal assistance funds is unable to certify to any of the statements in this certification, such prospective recipient shall attach an explanation to this certification form.



Date:


9-1-1 ACOG RFP

Exhibit IV: Certification Regarding Lobbying

The undersigned certifies, to the best of his or her knowledge or belief, that:

1. No federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an officer or employee of a Member of Congress in connection with the awarding of any federal contract, the making of any federal loan, the entering into of any cooperative contract, and the extension, continuation, renewal, amendment, or modification or any federal contract, grant, loan, or cooperative contract; and

2. If any funds other than federal appropriated funds have been paid or will be paid to any person for influencing or attempting to influence an officer or employee of any agency, a Member of Congress, an officer or employee of Congress, or an employee of a Member of Congress in connection with this federal contract, grant, loan, and or cooperative contract, the undersigned shall complete and submit Standard Form – LLL, “Disclosure Form to Report Lobbying”, in accordance with the instructions.

3. The undersigned shall require that the language of this certification be included in the award documents for all sub-awards at all tiers and that all sub-recipients shall certify accordingly.



Date:


9-1-1 ACOG RFP

Exhibit V: Drug-Free Workplace Certification

The (company name) will provide a Drug Free Work Place in compliance with the Drug Free Work Place Act of 1988. The unlawful manufacture, distribution, dispensing, possession or use of a controlled substance is prohibited on the premises of the (company name) or any of its facilities. Any employee who violates this prohibition will be subject to disciplinary action up to and including termination. All employees, as a condition of employment, will comply with this policy.

CERTIFICATION REGARDING DRUG-FREE WORKPLACE

This certification is required by the Federal Regulations Implementing Sections 5151-5160 of the Drug-Free Workplace Act, 41 U.S.C. 701, for the Department of Agriculture (7 CFR Part 3017), Department of Labor (29 CFR Part 98), Department of Education (34 CFR Parts 85, 668 and 682), Department of Health and Human Services (45 CFR Part 76).

The undersigned subcontractor certifies it will provide a drug-free workplace by:

Publishing a policy statement notifying employees that the unlawful manufacture, distribution, dispensing, possession or use of a controlled substance is prohibited in the workplace and specifying the consequences of any such action by an employee;

Establishing an ongoing drug-free awareness program to inform employees of the dangers of drug abuse in the workplace, the subcontractor’s policy of maintaining a drug-free workplace, the availability of counseling, rehabilitation and employee assistance programs, and the penalties that may be imposed on employees for drug violations in the workplace;

Providing each employee with a copy of the subcontractor’s policy statement;

Notifying the employees in the subcontractor’s policy statement that as a condition of employment under this subcontract, employees shall abide by the terms of the policy statement and notifying the subcontractor in writing within five days after any conviction for a violation by the employee of a criminal drug abuse statute in the workplace;

Notifying 9-1-1 ACOG within ten (10) days of the subcontractor’s receipt of a notice of a conviction of any employee; and,


9-1-1 ACOG RFP

Taking appropriate personnel action against an employee convicted of violating a criminal drug statute or requiring such employee to participate in a drug abuse assistance or rehabilitation program.



Date:


9-1-1 ACOG RFP

Exhibit VI: Certification Regarding Disclosure of Conflict of Interest

The undersigned certifies that, to the best of his or her knowledge or belief, that:

“No employee of the offeror, no member of the offeror’s governing board or body, and no person who exercises any functions or responsibilities in the review or approval of the undertaking or carrying out of this Contract shall participate in any decision relating to this contract which affects his/her personal pecuniary interest.

Executives and employees of offeror shall be particularly aware of the varying degrees of influence that can be exerted by personal friends and associates and, in administering the Contract, shall exercise due diligence to avoid situations which give rise to an assertion that favorable treatment is being granted to friends and associates. When it is in the public interest for the offeror to conduct business with a friend or associate of an executive or employee of the offeror, an elected official in the area or a member of 9-1-1 ACOG, a permanent record of the transaction shall be retained.

Any executive or employee of the offeror, an elected official in the area or a member of 9-1-1 ACOG, shall not solicit or accept money or any other consideration from a third person, for the performance of an act reimbursed in whole or part by offeror. Supplies, tools, materials, equipment or services purchased with Contract funds shall be used solely for purposes allowed under this Contract. No member of 9-1-1 ACOG shall cast a vote on the provision of services by that member (or any organization which that member represents) or vote on any matter which would provide a direct or indirect financial benefit to the member or any business or organization which the member directly represents”.

No officer, employee or paid consultant of the offeror is a member of 9-1-1 ACOG.

No officer, manager or paid consultant of the offeror is married to a member of 9-1-1 ACOG.

No member of 9-1-1 ACOG directly owns, controls or has interest in the offeror.

The offeror has disclosed any interest, fact, or circumstance that does or may present a potential conflict of interest.

No member of 9-1-1 ACOG receives compensation from the offeror for lobbying activities as defined in the Code of Oklahoma Regulations 8 CCR 1510-1.

Should the offeror fail to abide by the foregoing covenants and affirmations regarding conflict of interest, the offeror shall not be entitled to the recovery of any costs or expenses incurred in relation


9-1-1 ACOG RFP

to the contract and shall immediately refund to 9-1-1 ACOG any fees or expenses that may have been paid under this contract and shall further be liable for any other costs incurred or damages sustained by 9-1-1 ACOG as it relates to this contract.



Date:


9-1-1 ACOG RFP

Exhibit VII: Certification of Fair Business Practices

The undersigned certifies that:

The submitter has not been found guilty of unfair business practices in a judicial or state agency administrative proceeding during the preceding year. The submitter further affirms that no officer of the submitter has served as an officer of any company found guilty of unfair business practices in a judicial or state agency administrative during the preceding year.



Date:


Appendix A – 9-1-1 ACOG and PSAP Information

PSAP

Pos

ition

s

CA

MA

Tr

unks

Adm

in

Line

s- A

ll ha

ve P

RI

Trun

k R

ecor

ding

at

Hos

ts

Sta

tion

Rec

ordi

ng

CA

D

Ven

dor

Bethany (P)6714 NW 36th StBethany, OK 73008

2 3 0 Y Y Spillman

Cleveland County (P)

111 N Peters Ave.Suite 600Norman, OK 73069

2 4 0 Y Y

Del City (P)4517 SE 29th St.Del City, OK 73115

2 4 0 Y Y Cardinal

Edmond (P)100 East 1st St.Edmond, OK 73034

8 7 8 Y YNew World Systems

El Reno (P)116 N EvansEl Reno, OK 73036

3 3 0 Y Y ITI

EMSA (S)715 Robert S KerrOklahoma City, OK 73102

6 5 8 Y Y Tri-Tech

Guthrie (P)306 W Oklahoma Ave.Guthrie, OK 73044

2 2 0 Y Y None

Logan County (S)216 S Broad St, Guthrie OK 73044

2 3 0 Y Y

Midwest City (P)100 N Midwest Blvd.Midwest City, OK 73110

5 5 0 Y Y Tyler

Moore (P)117 E. Main St.Moore, OK 73160

4 3 0 Y Y Global

Mustang (P)650 E State Hwy 152 Mustang, OK 73064

4 2 8 Y Y None

Newcastle (P)860 N CarrNewcastle, OK 73065

2 2 0 Y Y None

Nichols Hills (P)6407 Avondale DriveNichols Hills, OK 73116

2 2 0 Y Y OTIS

Noble (P)115 N. 2nd St.Noble, OK 73068

2 2 0 Y Y None

Norman (P) 6201-B West Gray St.Norman, OK 73069

6 6 0 Y Y Global

Oklahoma County (P)

8029 SE 29th Midwest City, OK 73110

4 4 0 Y Y Interact

The Village (P) 2304 Manchester Dr. 2 3 0 Y Y None

9-1-1 ACOG RFP

PSAP

Pos

ition

s

CA

MA

Tr

unks

Adm

in

Line

s- A

ll ha

ve P

RI

Trun

k R

ecor

ding

at

Hos

ts

Sta

tion

Rec

ordi

ng

CA

D

Ven

dor

The Village, OK 73120

Tuttle (P)4 SE 2nd St.Tuttle, OK 73089

2 2 0 Y Y None

Univ. of Oklahoma (P) 3

2775 Monitor Ave.Norman OK 73072-7857

3 3 3 Y Y ARMS

Warr Acres (P)4801 N. ReevesWarr Acres, OK 73122

2 2 0 Y Y ITI

Yukon (P)100 S Ranchwood Blvd. Yukon, OK 73099

4 3 0 Y YNew World Systems

ACOG Training (Trng)

4 4 0 N N None

Power911 Version

5.5.4.152

Viper Version

4.1.4

Workstation OS

Windows 7 SP1


Location Routers SwitchesServers KVM's Power Supplies

AIM's CIM'S PRI Gateways

Workstations

Monitors Additional Items

Primary Host

2 Cisco 3800

2 cisco catalyst 3750 V2 series

switches

2 cisco switches couldn’t find

model

9 HP Proliant DL160 G8

2 Dell Poweredge RG20

4 Rectifiers UR 48-71 KVM TRIPP-LITE B020-008-17

18 CIMs

1 Audio Codes Mediant 1000

1 Nextlog Recorder Eventide

2 GDC Modems 521

1 Spectrum Netclock 9483

3 Adtran Total Access 850

1 Barracuda LoadBalancer 440

Secondary Host

2 Cisco 3900

2 Cisco Catalyst 3850

2 Cisco Catalyst 3750

4 HP DL160 G8

1 KVM TRIPP-LITE B020-008-

17

1 Dell Poweredge RG20

4 Rectifiers UR 48-7

17 CIMs

1 Audio Codes Mediant 1000

2 GDC Modems 521

1 Barracuda LoadBalancer 440

2 Adtran Total Access 850

1 Nextlog Recorder Eventide

1 Digi

Bethany 1 Cisco 1841 1 Cisco 1941

2 HP ProCurve 2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2 Shuttle X35V3

4 Dell 1708FPT

9-1-1 ACOG RFP



Workstations


2200RMXL2U

2 TRIPP-LITE Smart 1500

Cleveland County

2 Cisco 19412 HP ProCurve 2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

PSAP Owned

Del City1 Cisco 1841 1

Cisco 19412 HP ProCurve 2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT

Edmond1 Cisco 1841 1

Cisco 19412 HP ProCurve 2610-24 J9085A

1 HP DL160 G6

1 HP DL160 G8

1 TRIPP-LITE smart

2200RMXL2U


2 AIMs

5 Shuttle X35V3

3 HP rp5800

10 Dell 1708FPT

6 HP EliteDispla

y E201

VOIP SERVER


9-1-1 ACOG RFP



Workstations


El Reno1 Cisco 1841 1

Cisco 19412 HP ProCurve

2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


3 Shuttle X35V3

6 Dell 1708FPT

EMSA1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


3 AIMs6 Shuttle X35V3

12 Dell 1708FPT

Guthrie1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT

Logan County

2 Cisco 1941 2 Cisco 1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U

2 HP rp5800

2 HP EliteDispla

y E201


9-1-1 ACOG RFP



Workstations



Midwest City

1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


5 Shuttle X35V3

10 Dell 1708FPT

Moore1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Aims4 Shuttle X35V3

6 Dell 1708FPT

2 HP EliteDispla

y E201

Mustang 2 Cisco 19412 HP ProCurve

2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U



4 Dell 1708FPT

Newcastle

2 Cisco 1941 2 HP ProCurve 2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2 Shuttle X35V3

4 Dell 1708FPT


9-1-1 ACOG RFP



Workstations


2200RMXL2U


Nichols Hills

2 Cisco 19412 HP ProCurve

2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT

Noble1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT

Norman1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


6 Shuttle X35V3

12 Dell 1708FPT

Oklahoma County

1 Cisco 1841 2 HP ProCurve 2610-24 J9085A

1 HP DL160 G6 4 Shuttle X35V3

8 HP EliteDispla


9-1-1 ACOG RFP



Workstations


1 Cisco 1941

1 TRIPP-LITE smart

2200RMXL2U


y E201

Tuttle 2 Cisco 19412 HP ProCurve

2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT

University of

Oklahoma

1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U



PSAP Owned

Village1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT


9-1-1 ACOG RFP



Workstations


Warr Acres

1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


2 Shuttle X35V3

4 Dell 1708FPT

Yukon1 Cisco 1841

1 Cisco 1941


1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


4 Shuttle X35V3

8 Dell 1708FPT

ACOG Training

2 Cisco 19412 HP ProCurve

2610-24 J9085A

1 HP DL160 G6

1 TRIPP-LITE smart

2200RMXL2U


4 Shuttle X35V3

1 HP rp5800

9 HP EliteDispla

y E2011 Dell

1708FPT


9-1-1 ACOG RFP

PSAP2010 POP BY

CENSUS2016 POP BY

ESRI C A2017 POP BY

ESRI C A2018 POP BY

ESRI C A2019 POP BY

ESRI C ABETHANY 19,312 20,364 21,191 20,999 20,840CLEVELAND CO 20,520 21,795 21,992 22,194 22,271DEL CITY 21,398 22,232 22,652 22,448 22,175EDMOND 93,780 105,797 109,011 108,893 108,537EL RENO 21,411 24,577 23,507 24,801 24,839GUTHRIE 29,261 32,710 32,245 32,302 32,264MIDWEST CITY 54,368 58,207 59,355 59,256 58,503MOORE 55,081 59,143 60,042 61,759 62,734MUSTANG 19,054 20,985 21,201 19,179 19,393NEWCASTLE 7,685 9,281 9,529 9,913 9,913NICHOLS HILLS 3,710 3,900 3,929 3,881 3,804NOBLE 6,481 6,963 6,964 7,026 7,195NORMAN 104,058 113,089 115,026 117,330 118,372OKLAHOMA CO 47,908 52,229 53,707 53,816 52,988OU PD 5,892 5,936 5,997 6,002 5,978THE VILLAGE 8,929 9,380 9,495 9,657 9,554TUTTLE 6,003 6,563 6,805 6,975 7,093WARR ACRES 10,106 10,664 11,036 10,954 10,861YUKON 30,220 34,216 34,919 34,202 34,353

TOTAL 565,177 618,031 628,603 631,587 631,667 NON ACOG PSAP'sOKLAHOMA CITY 576,974 645,902 662,556 670,643 667,979TINKER AFB 2,859 3,004 2,920 2,844 2,828

TOTAL 1,145,010 1,266,937 1,294,079 1,305,074 1,302,474


9-1-1 ACOG RFP


9-1-1 ACOG RFP

9-1-1 ACOG hosted call routing solution is serviced by the AT&T Selective Router, LATA 536 with SR CLLI Code OKCYOKUN1ED. This is a 5ESS switch located at Oklahoma City University, 2301 N Ollie, Oklahoma City, OK.

911 Control Office Street Address Community StateSwitch Type

SS7 Capable

Oklahoma City University 2301 N Ollie Oklahoma City OK 5ESS YES

Address Location

13431 Broadway Extension, OKC (Midcon)

4121 Perimeter Center Pl, Oklahoma City, OK (Tierpoint Data Center)


9-1-1 ACOG RFP

Appendix B – Performance Standards and Service Level Agreements (Part A)

1. Performance Standards and Terms

1.1. Service Level Agreement

An agreement between 9-1-1 ACOG and the offeror that specifies, in measurable terms, the services that the offeror will furnish.

1.2. Help Desk Availability

The time of day resources are available to answer calls from 9-1-1 ACOG, create trouble tickets and dispatch technicians.

1.3. Access to Technical Staff

The time of day technicians are available to assist 9-1-1 ACOG remotely and/or onsite.

1.4. Regular Business Hours (RBH)

Hours between 8:00 a.m. and 5:00 p.m. Central.

1.5. Response Time

The interval between a trouble ticket being created and when a qualified resource is actively involved in addressing issues recorded in a trouble ticket.

1.6. Repair Time

The interval between a trouble ticket being created and the technology issue being resolved, or an acceptable workaround is in place, and all functions have been restored to normal.

1.7. System Performance Standards and Reporting

Respondents must identify the SLAs and metrics for the system components that will be utilized to formulate the system performance measurements for each performance standard.

1.8. System Availability

The system must be available 99.999 percent of the time and is measured on a per-link basis.

1.9. Service Level and Service Management Performance Standard

Services referenced here are limited to those provided under the agreement. All times are averages over a rolling 12-month measurement period. However, there are provisions for declaring an SLA violation in cases where repeated instances occur over a short period of time.


9-1-1 ACOG RFP

All time intervals are calculated to the nearest minute. Performance requirements are applicable to managed and non-managed services.

1.10. Help Desk Availability

Resources will be available (via an agreed-upon telephone number) 24 x 7 x 365 to process requests for service.

1.11. Technician Availability

Technicians will be available remotely and/or onsite as required, on a 24 x 7 x 365 basis.

1.12. Web-Based Trouble Reporting and Tracking

It is desirable that trouble reporting, and escalation tracking are submitted via a secure web-based portal.

1.13. Incident Severity Levels

1.13.1. Severity Level 1 – Critical

An incident shall be categorized as a “Severity Level 1” incident if the incident is characterized by the following attributes: the incident (a) renders a business critical system, service, software, equipment or network component unavailable or substantially unavailable, or seriously impacts normal business operations, in each case prohibiting the execution of productive work, and (b) affects either (i) a group or groups of people, or (ii) a single individual performing a critical business function. Conditions in which a system function, workflow or process problem may include:

Isolation of any single site or sites from the rest of the network, resulting in the inability for affected sites to communicate with the rest of the network

Loss of any single circuit Decrease in throughput equal to or greater than 20 percent of capacities at any data center

1.13.2. Severity Level 2 – Major

(a) An incident shall be categorized as a “Severity Level 2” incident if the incident is characterized by the following attributes: the incident (a) does not render a business-critical system, service, software, equipment or network component unavailable or substantially unavailable, but a function or functions are not available, substantially available, or functioning as they should, in each case prohibiting the execution of productive work, and (b) affects either (i) a group or groups of people, or (ii) a single individual performing a critical business function. Examples of conditions may include:

Loss of redundancy at data center connections System or component problem that could result in loss of a site without timely repair Decrease in throughput equal to or greater than 20 percent on any one circuit


9-1-1 ACOG RFP

1.13.3. Severity Level 3 – Minor

(a) An incident shall be categorized as a “Severity Level 3” incident if the incident is characterized by the following attributes: the incident causes a group or individual to experience an incident with accessing or using a system, service, software, equipment or network component, or a key feature thereof, and a reasonable workaround is not available, but does not prohibit the execution of productive work.

1.13.4. Severity Level 4 – Maintenance

(a) An event shall be categorized as a “Severity Level 4” incident if the incident is characterized by the following attributes: the incident impacts a group or individual affected by planned maintenance of the “service” or non-service impacting incident.

1.14. Response Time

A qualified resource acknowledges requests for assistance by 9-1-1 ACOG via phone or email and commences investigation of trouble within the timeframes identified in the table below.

Table 4: Response Time

Trouble Category Response Time

Severity Level 1 15 minutes


Severity Level 3 Next Business Day

Severity Level 4 Next Business Day

1.15. Repair Time

Issues documented via the ticketing process will be resolved in the timeframes identified in the table below. Resolution may be either the final repair that returns the system to its normal functioning condition, or a 9-1-1 ACOG-accepted workaround accompanied by a plan to achieve the final repair.

Table 5: Repair Time

Trouble Category Repair Time

Severity Level 1 2 hours



Severity Level 4 5 business days


9-1-1 ACOG RFP

1.16. Escalation

Escalation of problems is critical to the quality of service provided. In cases where an interval identified in the table below has elapsed from the time the ticket was created, a request for assistance to the next higher level of technical support must be executed.

Table 6: Escalation Intervals

Trouble Category Interval


Severity Level 2 1 hour



Once an escalation has occurred, the Respondent will provide 9-1-1 ACOG with a status update within an agreed-upon interval until resolution.

2. IP Network Measurements and Reporting

2.1. Network Performance

The selected offeror must measure and report on the network performance against the service levels on a monthly basis. For any circuit downtime, outages, or interruptions, the selected offeror must provide a written report describing the degradation of service or outage, including the root cause and the plan to prevent similar occurrences in the future. Trend data must be supplied with this report that shows current and previous monthly performances.

2.2. Outage Reporting

In the event of an unplanned outage, the selected vendor will provide to 9-1-1 ACOG a reason for outage (RFO) report. This report will include, but limited to the timeline, the cause of the outage, actions taken to resolve the issue, and any actions/processes to prevent similar outages from occurring in the future. 9-1-1 ACOG requires a preliminary report within 72 calendar hours and a final report within 10 business days to be measured upon correction of the outage.

2.3. Bandwidth Management

9-1-1 ACOG must be able to observe overall bandwidth usage and specific usage between sites. The selected offeror’s solution must be able to create detailed SLA monitoring reports in real time. 9-1-1 ACOG must be able to view real-time or near real-time bandwidth performance and utilization reports. The solution should determine automatically the traffic type and provide various views into bandwidth usage. A web-based portal or browser-enabled viewer is preferred.


9-1-1 ACOG RFP

2.4. Voice Quality and Quality of Service (QoS)

Voice quality must be maintained at traditional public switched telephone network (PSTN) levels and have priority over any other IP traffic. The solutions in place today use the G.711 codec, and the network must support voice quality that meets or exceeds ITU-T-P.830, and must be able to maintain a Mean Opinion Score (MOS) standard rating of 4.0 or higher.

2.5. Network Management and Monitoring

The offeror must staff a network operation center (NOC) to respond to network issues and meet the service levels stated within this RFP.

2.5.1. Proactive Monitoring

It is the responsibility of the offeror to provide active monitoring of its circuits for all network performance indicators described in Section 5.1.5 of the RFP. Offeror must proactively generate incident tickets and alert 9-1-1 ACOG defined in incident severity levels tables above for Response Time. Offeror should include any customer premises equipment.

3. Service Level Agreement

A service level agreement (SLA) is a contract between a service provider and the end user, which stipulates and commits the service provider to a required level of service.

3.1. SLA Reporting

Offeror shall provide a description of its reporting tool. A secure online SLA reporting tool is preferred. SLA reporting tools are expected to include both real-time and/or near real-time performance data captures in no greater than five-minute averages. The SLA reporting tool shall summarize network performance metrics by hour, day, week, month, quarter, and year. The mechanism must deliver automated SLA results to 9-1-1 ACOG on a monthly schedule. Quality of service (QoS) reporting shall present traffic by type. Reports shall include, at a minimum, statistics for latency, jitter, packet loss, and bandwidth utilization, and shall be available on demand with near real-time data. A web-based portal is preferred. Other relevant data also may be reported.

Offeror shall specify how it will conduct and provide end-of-month and end-of-quarter reviews, accounting for any degradation of service to include service failures, as well as incidents and problems, and their resolution.

Incidents shall be tracked via tickets and the ticket contents shall be made available to 9-1-1 ACOG.

The network provider shall have automated systems to track all SLA deliverables and provide 9-1-1 ACOG with monthly reports detailing the provider’s performance


9-1-1 ACOG RFP

3.2. SLA Violations

An SLA violation shall have occurred whenever the offeror fails to meet any single performance level.

An SLA violation shall have occurred whenever the average of any single performance item over the preceding two-month period fails to meet the service level. This is an “early warning” of an unacceptable trend.

3.3. SLA Violation Damages

Damages shall apply whenever:

Any single-performance-item SLA violation occurs in two consecutive months Any single-performance-item SLA violation occurs the month following an occurrence of an SLA

violation per item 2 in Section titled SLA Violations of this document (the “early warning” violation).

Any single SLA violation as described in Appendix B occurs for more than four hours.

A chronic service outage will be deemed to have occurred if 9-1-1 ACOG experiences more than six outage occurrences, as identified in Section 1.13.1, in a rolling 12-month period, or if a service outage occurs for more than 24 hours and is not the fault or negligence of 9-1-1 ACOG.

3.4. SLA Specific Network Service Requirements

Network Availability >/= 99.9% Latency </=50 ms Packet Delivery >/=99.9% Jitter </= 5ms latency one-way, end-to-end Less than 0.1 percent packet loss Support for multicast Multiple virtual routing and forwarding (VRF) Granular web-based QoS controls not limited to percentage allocations Proactive circuit monitoring and 5-minute proactive notification for circuit outage Real-time customizable packet-filtering portal Packet analytics storage for all packets for 90 days Accept and honor QoS markings—i.e., Differentiated Service Code Points (DSCP)—as

presented by 9-1-1 ACOG equipment, and pass markings through the network unmodified

3.5. Installation

Less than 60 business days or 12 calendar weeks for each circuit to be installed and ready for turn up. Anything greater than 60 days will equate to one day’s credit per circuit not delivered, applied to first month’s bill.


9-1-1 ACOG RFP

Appendix C – 9-1-1 ACOG Procurement Policy

A link to the ACOG Procurement Policy is provided below.

http://www.acogok.org/wp-content/uploads/2019/03/Procurement-Policy-Final.pdf


http://www.acogok.org/wp-content/uploads/2019/03/Procurement-Policy-Final.pdf

9-1-1 ACOG RFP

ATTACHMENT A – PRICING MATRIX

The pricing matrix is provided in a separate Excel file titled “Attachment A – Pricing Matrix.” Instructions to complete the pricing matrix are located under the Instruction tab in the Excel file.


9-1-1 ACOG RFP

ATTACHMENT B – BILL OF MATERIALS (BOM)


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