Next Generation 911 Call Handling System

The vendor is required to provide next-generation 911 (ng911) call handling system for our public safety answering point (PSAP).
- Call handling in a cloud-based virtual system, add AI capabilities to triage non-emergency calls, and ensure that caller id is captured for every incoming call.
•    Modernize our 911 call processing infrastructure.
•    Enhance public safety response through state-of-the-art technology.
•    Integrate a cloud-based virtual environment for operational flexibility.
•    Leverage AI for efficient handling of non-emergency calls to optimize resource allocation.
•    Ensure compliance with association, officials, the state, and commission requirements.
•    Provide caller id capabilities on every incoming call to improve situational awareness.
- Functional capabilities
1. 911 call processing and PSAP integration:
•    Call processing: a robust system to receive, process, and route ng911 calls effectively. integration with existing PSAP equipment and computer-aided dispatch (CAD). 
•    Call routing and logging: intelligent call routing based on caller location, incident type, and historical call data. 
•    Automatic logging of calls with comprehensive metadata, including caller id. 
•    Caller id functionality: mandatory capture and display of caller id for all incoming calls, supporting data verification and location identification. 
•    User interface and dashboard: an intuitive, operator-friendly interface designed for quick decision-making and efficient call management. 
•    Real-time monitoring: dashboards and analytical tools for performance tracking.
2. Cloud-based readiness:
•    High availability.
•    Auto-scalability.
•    Built-in security.
•    Disaster recovery.
•    Unlimited resources (compute, storage, bandwidth).
3. AI capabilities:
•    enhanced non-emergency handling: streamline the processing of non-emergency calls without compromising the response to urgent situations.
•    Automated call handling: chatbot or virtual assistant support for handling frequently asked questions and routine inquiries.
•    Adaptive learning: mechanisms for the AI system to learn from historical call data to continuously improve call classification accuracy.
4. Reporting and compliance: detailed, exportable reporting tools to enable:
•    Audits of recordings.
•    Ensure compliance.
•    Support incident follow-ups.
- Technical specifications
1. System architecture:
•    Modular design allowing for phased deployment.
•    Emphasis on virtualization.
•    Built-in redundancy and failover protocols to maintain uninterrupted service.
•    End-to-end encryption of communications for secure data transmission.
•    Options for cloud-based and hybrid designs.
•    Compatibility with existing it infrastructure.
•    Adherence to modern IT security standards.
2. Integration interfaces: well-documented APIs for connectivity with:
•    Motorola elite 7500 consoles
•    Nice recording.
•    Cad system - courts law enforcement management information system (CLEMIS).
•    Geographic information system (GIS).

- Questions/Inquires Deadline: September 19, 2025