Cloud Based Recording Solution

The vendor is required to provide a comprehensive cloud-based recording solution for the 911 emergency communications center.
- The goal is to procure a reliable, secure, and scalable solution that can record, store, and manage all voice, text, and data communications received through the 911 center with the ability to meet current and future operational and regulatory requirements.
- The selected service provider will be required to design, configure, implement and support the cloud-based recording solution.
- The key areas of responsibility are outlined below:
1. System requirements
• National emergency number association (NENA) i3 compliant
o The solution must conform to NENA i3 specifications, ensuring compliance with ng911 system architecture, including the emergency services routing proxy (ESRP), location information server (LIS), and session initiation protocol (sip) interfaces.
• Next generation 911 (ng911) multimedia recording
o Support to real-time recording of all ng911 communications channels:
▪ Voice (VoIP/sip-based, legacy public switched telephone network (PSTN)
▪ SMS/text-to-911 and real-time text (RTT)
▪ Video and multimedia data
▪ Location data from ng911 systems
▪ Emergency alerts or messages received through ng911 interfaces
o Automatic logging of metadata for each session, including caller information, call taker, time, location data, and type of media
o Geo-tagged recording capability
o Screen recording of computer aided dispatch (cad) workstations during call recording
• Cloud storage
o Secure, encrypted cloud storage for all recordings
o Scalable storage to handle increasing volumes of call data
o Geo-redundant storage for high availability and disaster recovery
o Long-term archival options adhering to state local governments records retention schedule lg-19 for historical recordings with minimal latency
• Retention and archiving
o Configurable retention periods based on legal, regulatory, and operational requirements
o Ability to mark recordings for preservation to prevent purging until the flag is manually removed by users with specific authorization
• Search and retrieval
o Web-based user interface for searching and retrieving recordings that can support a minimum of 30 concurrent sessions
o Advanced search functionality based on call metadata, time range, date, call taker, caller id, channel, and other attributes
o Playback options with the ability to rewind, fast forward, and play specific segments
o Support for map-based searching for geo-tagged recordings
o Ability to export multimedia data (audio, video, text) with metadata and integrity protection (tamper evident formats) for legal and investigative purposes
o Allow for the saving of audio files in wav and mp3 formats
o Redaction and clipping tools for creating segments of calls for sharing or legal purposes
o Support for playback of synchronized multimedia communications, including voice, text and video
o Low-latency access to recordings to ensure efficient retrieval during incident review
2. Integration and compatibility
• Telephone integration
o Seamless integration with ng911 systems, including ESInets, IP-based systems, and legacy systems
o The system must be compatible with the Solacom guardian call handling system
o The system must also integrate with all major call-handling solutions including but not limited to Intrado viper, carbyne apex, and Zetron max
• Cad integration
o The system must support integration with the central square enterprise cad system 3. Security and compliance
• security requirements
o Ensure adherence to security measures outlined in NENA i3 and ng911 guidelines, including criminal justice information services (CJIS), health insurance portability and accountability act (HIPAA), and other relevant regulations and standards pertaining to data privacy
o End-to-end encryption for data in transit and at rest, including during backup and retrieval
• Role-based access control
o Implement role-based access controls with configurable system permissions
o Utilize role-based access controls to limit access to recordings based on user roles and permissions
• Audit logs
o Comprehensive audit logging to track user activities including access to and exporting of recordings 4. Disaster recovery and redundancy
• High availability
o 99.999% uptime or higher, with redundancy and failover systems to minimize downtime
o Automatic failover to secondary systems in the event of primary system failure, ensuring no disruption in recording
• Disaster recovery
o Backup and disaster recovery capabilities with geo-redundant storage options
5. Training and support
• Training
o Comprehensive training for system administrators and end users
o Training should include system setup, configuration, daily operations, and advanced features
o Provide detailed user guides, manuals, and video tutorials
• Support
o 24/7 technical support for critical issues with defined service level agreements (SLAS) for response and resolution times
o Proactive monitoring and maintenance to ensure the system operates efficiently
o Access to a knowledge base or support portal for common issues and troubleshooting
o Regular system updates to include bug fixes, patches, and security enhancements.
- WebEx Pre-Proposal Conference Date: March 26, 2025
- Questions/Inquires Deadline: March 27, 2025