Backup Call Handling Equipment Solution

The Vendor is required to provide backup call handling equipment (CHE) solutions from firms with proven experience in failover systems to support the operational and public safety needs of the county.
- Current operational environment
•    Primary dispatch center: 44 dispatch positions
•    Backup dispatch center: 30 dispatch positions
•    Additional requirements: ability to support multiple co-located dispatch sites
- Requirement:
1. System overview
•    The backup call handling solution
•    Architecture (on-premises, cloud-native, hybrid)
•    Supported standards
•    Operational readiness (cold standby, warm standby, active and active load sharing)
•    Connectivity to one or more ESInets or carriers
•    The automatic or manual failover and failback process
•    Describe the operator experience during failover
•    Describe operator and administrator training
2. Functional capabilities
•    Call handling features (call routing, transfer, conferencing, logging)
•    Support for voice, text-to-911, and multimedia communications
•    GIS and location services integration
•    Cad system integration capabilities
•    Audio logging integration
•    Hardware support and requirements (thin client, VDI, VOIP desk phone, headset and handset, peripherals)
3. Redundancy and failover
•    Automatic failover capabilities and recovery time objectives
•    Geographic redundancy options
•    Data synchronization with primary system
•    High availability features
4. Deployment and implementation
•    Implementation approach and timeline
•    Required infrastructure and dependencies
•    Migration strategy from existing systems
•    Training and support services
•    Failover testing
5. Security and compliance
•    Cybersecurity features and certifications
•    Compliance with CJIS, HIPAA (if applicable), and NENA standards
•    Data encryption (in transit and at rest)
•    Unique user logon (non-shared accounts)
•    Multifactor administration access
•    Audit logging; SIEM integration
•    Incident response vendor and customer responsibilities
•    Patching and vulnerability remediation
6. Maintenance and support
•    Ongoing support model and SLAs
•    System monitoring and alerting capabilities
•    Software updates and patch management
7. Cost structure
•    High-level pricing model (capital vs. subscription)
•    Licensing structure
•    Estimated total cost of ownership.