Call Handling Systems and Related Hardware, Software and Services

The Vendor is required to provide next generation 911 (NG-911) call handling systems, related hardware, software, and services to ensure continuous and reliable operations.
- Requirement:
• Design, install, and configure ng-911 systems that are interoperable with legacy, transitional, and i3 solutions and seamlessly integrate with existing systems.
• Complete working order by providing 24/7, 365 days, remote monitoring, proactive management, on-site support, regular updates, and upgrades to maintain system security and functionality.
• Shall be in adherence with failure prioritization schedule, as defined in section i.f. Of the request for proposal.
• Cybersecurity must meet national institute of standards and technology (NIST) cybersecurity framework.
• Extensive training programs for public safety answering points (PSAP) personnel, ensuring they are proficient in system operation and troubleshooting.
• Implementation and ongoing support services to assist with system optimization and project management.
• Dedicated help desk for technical support and issue resolution, ensuring prompt assistance and detailed incident reporting.
• Ensure compliance with federal, state, and local regulations is mandatory, along with regular performance reporting to ensure transparency.
• Implement robust security measures must be implemented to protect against cyber threats, and all data must be handled in accordance with data protection laws. Effective stakeholder engagement and comprehensive documentation for all system aspects are essential to support the ongoing success of the ng-911 systems throughout state.
• All necessary ng-911 transition support, software, including licenses, updates, and upgrades, while adhering to NENA i3 standards.
• Ensure accessibility and usability in compliance with telecommunications device for the deaf/teletypewriter (TDD/TTY) communications capability at each 911 answering position. Ability to transfer TDD/TTY and data.
• Integrate existing GIS datasets (e.g., street centerlines, address points, jurisdiction boundaries, and emergency response zones) with the call handling system to enable accurate location-based dispatching.
• Contractor must develop, maintain, and optimize digital maps used by call takers and dispatchers to ensure real-time location identification and routing.
• Ensure seamless interoperability with the current computer-aided dispatch (cad or call handling system, adhering to national emergency number association (NENA) standards.