The Vendor is required to provide the following service categories:
• Service Category #1: Artificial Intelligence (AI) Language Translation for 9-1-1
• Service Category #2: Artificial Intelligence (AI) Language Transcription for 9-1-1
• Service Category #3: Artificial Intelligence (AI) Quality Control for 9-1-1 - Interpreter Training: Ensure that language translation interpreters have received training specific to 9-1-1 call handling or possess similar call processing knowledge.
- Access to Interpreters: Provide assurance of direct access to language translation interpreters without requiring unique pin codes.
- Service Availability: Confirm the availability of services 24/7/365 to ensure continuous support.
- Service Category #1: Translation Services for 9-1-1
• Real-time Audio Translation: Provide capabilities for real-time audio translation during live 9-1-1 calls. 
• Text Message Translation: Ensure text message translation for text-to-911 platforms or over-the-top (OTT) text-to-911 and text-from-911. 
• Operational Flexibility: Ensure that audio and text translation operates seamlessly across all ECCs (primary, secondary, backup), regardless of the call/text's origin or transfer points. 
• AI Language Detection: Demonstrate AI language detection capabilities to expedite access to language translations. 
• AI Voice Translation: Provide AI voice translation capabilities between 9-1-1 call takers and 9-1-1 callers. 
• Turnaround Time for Document Translation: Specify the turnaround time for non-emergency document translation (e.g., incident reports, public notices). 
• Bi-Directional Translation: Ensure all translation is bi-directional; translations of incoming audio/text must be into English for Customer's tele communicators, and responses must be translated back into the original foreign language. 
• Logging and Accessibility: Log all translated conversations and make them available to Customer in real or near-real-time.
• Secure Connectivity: Ensure connectivity to the translation service is diverse, secure, and actively monitored for security threats. 
• Translation Memory/Glossary: Support a translation memory or glossary for Customer to provide feedback on preferred translations. 
• Handling Misspellings: Explain how the proposed text translation solution will handle misspellings in the original language that may affect translation accuracy. 
• Pre-Translated Messages: Support the creation of pre-translated canned announcements or text messages for use by Customer in service request contexts. 
• Handling Unidentified Languages: Address the handling of languages that cannot be identified by the translation service. 
• Continuous Improvement: Include a mechanism for improving the accuracy of translations over time for each supported language.
- Service Category #2: Transcription Services for 9-1-1
• Accurate and Timely Transcription: Ensure accurate and timely transcription of live 9-1-1 calls and call recordings.
• Keyword Tagging/Flagging: Implement tagging/flagging of key words such as “gun”, “unconscious”, “drowning” to enhance search capabilities.
• Timestamped Verbatim Transcripts: Provide timestamped, verbatim transcripts with search capability to facilitate retrieval of key information.
○ Text Translation Capabilities: Offer text translation capabilities for multilingual support.
○ Optional Speaker Identification and Redaction: Provide optional speaker identification, noise filtering, and redaction services.
○ Admissibility in Court: Ensure transcripts meet legal standards for admissibility in court.
○ Logging and Storage: Implement logging and secure storage of transcripts to ensure accessibility and security for Customer.
- Service Category #3: Quality Control Services for 9-1-1
○ Call Quality Analysis: Evaluate calls for key performance metrics such as response time, adherence to protocols, tone of voice, empathy, accuracy of information collection, and overall call handling effectiveness.
○ Anomaly & Risk Detection: Identify potential issues such as miscommunication, incomplete information gathering, delays in dispatch, or noncompliance with standard operating procedures.
○ Sentiment & Stress Analysis: Apply natural language processing (NLP) and voice analytics to assess caller and dispatcher stress levels, emotional tone, and escalation patterns.
○ Compliance Monitoring: Ensure calls are handled in accordance with regulatory standards and internal protocols, flagging any deviations for review.
○ Reporting & Dashboards: Deliver customizable reports and interactive dashboards that provide insights into call performance, trends, and areas for improvement.
○ Continuous Learning & Model Improvement: Regularly update and refine AI models based on feedback and new data to ensure high accuracy and relevancy.
- Contract Period/Term: 2 years
- Non-Mandatory Pre-Proposal Conference Date: June 12, 2025
- Questions/Inquires Deadline: June 20, 2025