Mass Notification SaaS Platform

The Vendor is required to provide to assist in the delivery of a mass notification platform for its workforce, customers, and tenants.
- The Platform must be effective, scalable, reliable, and a comprehensive system to alert and warn in situations of man-made, natural disasters, or other hazards to public safety and well-being as well as non-emergency communications.
- This platform must operate at its best during periods of hardship which include widespread regional events.
- The platform must prioritize ease-of-use to send communications quickly and easily through an intuitive user interface. 
- The application must be secure, scalable, reliable, and capable of broadcasting to multiple communication channels with notifications received through multiple pathways.
- Technical Account Management
•    Technical support and guidance: providing expert technical assistance and advice on the proper use and optimization of services, including troubleshooting issues, answering technical inquiries, and offering best practices.
•    Administrator onboarding and training: informing and training on the technical aspects of the products, ensuring administrators know how to use the application effectively to achieve business goals.
•    Understanding needs: developing an understanding of the authority’s business environment, technical infrastructure, workflows, and goals to tailor solutions and proactively address needs.
•    Proactive problem prevention: identifying potential technical issues and risks before they impact the operations and suggesting preventative measures.
•    Technical issue resolution: efficiently coordinating with administrators and internal support to resolve technical problems and minimize downtime.
•    Project management: be involved in the technical approach of implementation, upgrades, and integrations, ensuring timely and successful delivery.
•    Customized solutions: working with product teams to develop or recommend customized technical solutions that meet unique requirements.
•    Technical communication: be able to clearly explain technical concepts and product specifications to both technical and non-technical stakeholders.
•    Advocating for the authority: representing the authority’s technical needs and feedback within the provider organization, influencing product development and improvements.
•    Documentation and reporting: documenting needs, technical configurations, and providing reports on product performance.
•    Staying updated: keeping abreast of the latest technological trends, product updates, and industry best practices to provide relevant advice.
- On Site and Remote Support
•    Comprehensive support shall be available through a multi-layered approach utilizing in-person or remote assistance, along with self-service resources.
•    On-site assistance during major incidents or planned events may be requested: in critical situations, act as a point of escalation, coordinating with internal teams and providing direct support for situation needs.
•    In-person troubleshooting and issue resolution: if necessary, visit locations to diagnose and resolve complex technical issues that may be difficult to address remotely.
•    Deployment and implementation assistance: during the initial setup or rollout of new products or services, provide on-site support to ensure smooth implementation and integration.
•    Remote troubleshooting and diagnostics: diagnose and resolve technical issues for efficient and timely support.
•    Regular communication and updates: through email, phone calls, and virtual meetings, maintain regular communication, provide updates on the support requests, product developments, and relevant technical information.
•    Software updates and patch management: remote software updates and patching to ensure systems are secure and running the latest versions. 
o    Major updates and changes shall be planned with appropriate authority staff, tested thoroughly in a non-production environment, post process monitoring, with backups in place.
- Provide real-time customizable summaries/reports and metrics on the application.
- Real-time reporting and analytics for tracking message delivery status, open rates, response times, and recipient engagement to assess the effectiveness of the communication.
- Organizational Enterprise Systems
•    PeopleSoft – Enterprise Resource Software
o    Must be able to manage staff users and recipients based on employment status, work location, and contact information
o    The platform must have tools to resolve and reconcile data conflicts between contact databases and prioritize based on user input
•    Fusion - Risk Management software
o    Contact specific groups, teams, or rosters during any event, including major crisis or emergency situations
o    Capability to notify, poll, and initiate conference calls
o    Must be able to migrate existing mass notification capabilities into its platform
•    WebEOC – Incident Management Software
o    Support integration to connect mass notification with incident management workflows to coordinate response
•    Microsoft Azure / Entra / Active Directory / Okta – User management, authentication and authorization, security policy, single sign on (SSO), etc.
o    Dynamic group memberships
o    Initiate conference calls through Microsoft Teams
•    Social Media Monitoring
o    Integration with existing social media applications or social media listening tools for automated alerting and early warnings
•    Geographic Information Systems (GIS)
o    Must be able to integrate with GIS enabled applications and leverage Environmental Systems Research Institute (ESRI) geospatial technologies
•    Application must be able to support integration with CAD/RMS
o    Subscribe to events within the CAD, configure specific events or incidents to automatically trigger notifications, leverage GIS integrations
•    Shooter Detection Systems Guardian (SDS)
o    Integration with Gunshot Detection Systems which use sensing to detect the discharge of a weapon to issue automated notifications
- Social media messaging must have access control to protect accounts
•    Public websites, intranets, internal systems
•    Integrated systems via API
•    Supports messaging with attachments
•    Supports free-form messaging with little to no character limitation
•    Alerting corrections for issued alerts sent in error.

- Contract Period/Term: 1 year
- Pre-Proposal Meeting Date: October 07, 2025
- Questions/Inquires Deadline: October 10, 2025