911 Call Handling System

The vendor is required to provide to procure cost-effective equipment and services solution to design, furnish, install, test, and maintain a next generation 9-1-1 (NG9-1-1) call handling system (CHS) solution in support of 9-1-1 public safety dispatch centers that shall possess the highest degree of resiliency, reliability, redundancy, and service availability.
- The CHS will replace one or more existing 9-1-1 CHS(s) and shall support the delivery of 911 calls to the participating agency’s primary and backup public safety answering points as well as secondary and municipal dispatch centers in some cases, or possible remote locations. 
- The CHS proposed will provide solution configurations and capacity to add in additional secondary and primary public safety access points (PSAPs) in the future, based on proposer’s suggested solutions.
- The desired CHS shall be provided as a cloud-based software as a service solution (SaaS). 
- The goal is a solution that is not a hosted legacy CHS (i.e., not just a virtualized server configuration where the traditional servers have been moved up into a data center). 
- Likewise, the CHS sought here should be a solution where the proposer is applying “continuous” updates instead of the traditional major feature release that premise-based solutions require.
- Include replacement of the existing call processing platforms in use today in the secondary PSAPs in each jurisdiction.
- The CHS will also provide capacity and availability for ten-digit outbound and inbound calls and support the receipt of other media types (pictures, streaming video, SMS, rtt, etc.) at the call taker’s workstation. 
- CHS to be interoperable with the AT&T and Motorola next generation call system (NGCS) solutions ESInet or the PSAP identified provider ESInet solution as the call delivery network. which performs geospatial routing for the identified PSAP.
- The proposer should clearly delineate if the premise-based solution can be implemented at a jurisdiction or a subset of jurisdictions in a cooperative implementation with their cloud-based CHS or if the premise-based implementation would be required at all locations. 
- The proposer should clearly explain the benefits to implementing such a premise-based solution in certain circumstances.
- Include maintenance and replacement of all CHS components, including but not limited to all workstations, interface devices, and associated hardware and software version upgrades (i.e., new software releases are to be included at no additional charge beyond the agreed upon maintenance.
- The call flow for outbound and inbound ten-digit calls and 911 calls and how they originate in any provided cloud solution in terms of concurrent line capacity, type of lines provided (VoIP, pots, etc.), and ability to label lines for reporting purposes.
- Describe what happens in call surge scenarios (e.g., severe weather event) to depict how many simultaneous calls can be handled for non-emergency lines (likewise for 9-1-1 lines) and what call treatment options are available from the CHS (recorded announcements, fast busy, reroutes, queueing, texting, call back options, etc.).
- The solution provider shall apprise the participating agency when core processing utilization levels of the CHS exceed 80% of normal where proposer’s solution might begin to auto scale additional resources.
- CHS shall be accessible with dedicated connectivity across two or more call handling centers (CHCs) provided by any individual participating agency, as well as being accessible from remote locations using wi-fi or other connectivity methods when appropriate as a temporary measure.
- Contract Period/Term: 5 years
- Questions/Inquires Deadline: July 16, 2025