Critical Incident Management System

The Vendor is required to provide critical incident management (CIM) system, including software licensing, configuration, integration with ArcGIS, training, support, and any associated services.
- The solution should support seamless communication across multiple teams and organizations, facilitate collaborative decision-making, and ensure the execution of response efforts.
- Functional requirements
• Support the creation, tracking, assignment, documentation, and closure of incident records, tasks, user activity logs, resource requests, and other operational workflows for documentation purposes, ensuring that all entries are time-stamped, user-attributed, and reportable to support audit requirements, operational analysis, and after-action review;
• Provide a configurable environment that allows state-designated administrators to build new workflows or modify existing workflows, forms, processes, dashboards, and user interfaces without requiring vendor coding, scripting, or custom software development;
• Include native administrative tools enabling administrators to define process steps, assign positions or roles responsible for each step, set required fields, and configure automated notifications;
• Allow the state to adapt and expand workflows over time to align with NIMS structures and evolving operational requirements;
• Enable multi-agency coordination, mutual-aid management, and statewide visibility of available and deployed resources, including the ability to track resource status, location, assignments, and availability across local, state, and partner organizations;
• Include automated notification and communication capabilities, including SMS, email, system alerts, and role-based messaging, with the ability to notify designated users or roles when incidents, tasks, resource requests, or other operational items are created, updated, or closed;
• Offer mobile and web-based access through a responsive, cross-platform user interface;
• Support offline data entry and automated resynchronization when network connectivity is restored
• Support creation and management of user accounts, roles, and permissions by state administrators without vendor intervention;
• Provisioned accounts (baseline): support at least 5,000 provisioned user accounts;
• Concurrent use (baseline): support a minimum of 300 simultaneous users;
• Performance at baseline: maintain acceptable performance at the baseline quantities above, as validated by state acceptance testing, and without licensing enforcement that prevents access up to the baseline
• Surge concurrency (incident-driven): permit temporary increases above 300 simultaneous users during emergency activations or disaster response operations at no additional cost (surge events’).
• Enforce password complexity, password expiration, password history, account-lockout thresholds, lockout durations, and inactivity timeouts through administrator-configurable settings that allow the state to meet all applicable state IT security policies and standards;
• Document all system configurations and state-approved customizations in a configuration record that is maintained and kept current throughout the term; and
• Conduct a gap analysis comparing the proposed critical incident management system (CIMS) capabilities to the requirements in the requirements matrix, identify any gaps or configuration needs, and submit the analysis to the state for review and written approval prior to beginning system configuration.
• Role-based access control: the contractor shall provide role-based access control that allows state designated administrators to assign users to predefined or configurable roles, positions, or permission groups.
• The system shall enforce role-based permissions for available functionality, workflows, records, dashboards, reports, data access, and administrative capabilities.
• The system shall allow authorized administrators to create, modify, disable, and manage roles and permissions through the system’s native administrative interface without custom code or vendor development.