Integrated Management and Communications Solution

The vendor required to provide integrated management and communications (IMC) solution for include:
1. Migration planning and execution
•    Assess current infrastructure, data, and application architecture.
•    Identify and engage a suitable cloud service provider and vendor (considering new vendors if necessary).
•    Develop a detailed migration plan, including timelines, risk mitigation, and rollback procedures.
•    Execute data and application migration to the selected cloud environment.
•    Ensure data ownership transfer and security compliance by the state government.
2. Infrastructure and application enhancements
•    Implement a cloud-hosted solution with redundancy, monitoring, and failover capabilities.
•    Optimize application performance to support quicker updates and data processing.
•    Integrate automated failure detection and alerting mechanisms.
•    Establish incident routing to a 24x7 support desk with clear escalation procedures.
3. Support and maintenance
•    60 cloud private users’ licenses are required for the month-to-month services.
•    Ensure continuous 24x7 production availability for all officer-facing services.
•    Define support SLAs and response times.
•    Develop escalation paths for incident management.
4. Training
•    Provide training for staff on the new cloud-based system and any new features.
•    Virtual options for training are required.
5. Deliverables
•    Migration plan and schedule
•    Cloud infrastructure setup and configuration
•    Data and application migration completion
•    Monitoring and alerting systems implemented
•    Support SLA documentation
•    Training sessions and materials
6. Assumptions and constraints
•    The expected system downtime for this project would be up to 1 hour to ensure minimal disruption.
•    The vendor will work on estimating migration and consultancy costs.
•    The solution must comply with all relevant security and operational guidelines of the commonwealth.
•    The selected vendor must support multiple concurrent dispatchers on the LAN platform.
•    The vendor will provide the service level agreement for the system availability.
7. Timeline
•    The project will start in march 2026, and the implementation timeline is a consideration for acceptance. 
•    After that the cloud base solution maintenance and services will be renewal year by year.
8. Acceptance criteria
•    Successful migration with data integrity
•    Achieved high availability and support SLAs
•    System performance improvements confirmed
•    Staff trained and ready to operate the new system
•    All security and compliance standards met
•    Implementation timelines.