02. Attachment B, CHE Sustainment Requirements.pdf

REV 08.20.19

Attachment B 911 Call Handling Equipment (CHE) Sustainment Services

Requirements

I-1. Statement of the Project. The 67 counties in the Commonwealth of Pennsylvania (Commonwealth) have Public Safety Answer Points which utilize independent regionally shared or standalone Motorola VESTA, Motorola Emergency Call Works, or Intrado Viper (legacy systems) CHE Solutions. It is anticipated these systems include components that have reached or soon will reach the manufacturer’s end of life (EOL) or end of support (EOS) dates. The Pennsylvania Emergency Management Agency (PEMA) is requesting proposals from the CHE solution manufacturer or certified channel partner or reseller of the CHE solution to provide cost effective stopgap maintenance and support services to sustain these CHE systems.

I-2. Requirements

A. Personnel. Contractor must provide the names and resumes of the individuals who will be assigned to this project showing a minimum of two (2) years of experience and demonstrating the qualifications and skills required to successfully develop and implement the project. It is very important that the proposed individuals have all proper and current certifications. The proposed project manager must have demonstrated project management skills and technical background and experience to appropriately manage the project. Ensure resumes contain no personal information as these may become public documents.

B. Subcontracting. If applicable, Contractor shall provide a subcontracting plan for all subcontractors, including small and small diverse business subcontractors, who will be assigned to the Project. Subcontractors, under this RFQ, do not need to be a qualified ITQ Contractor since the prime contractor assumes responsibility for all services whether or not it provides them directly. A Contractor cannot sub-contract more than 49% of the services. Upon award of the contract resulting from this RFQ, subcontractors included in the quote submission are deemed approved. For each position to be subcontracted provide:

1. Name of subcontractor;

2. Primary contact name and email;

3. Address of subcontractor;

4. Description of services to be performed;

5. Number of employees by job category assigned to this project; and

6. Resumes (if appropriate and available).

C. Project Work Plan. Contractor will be responsible for performing the following tasks.

Contractor shall describe in narrative form its approach for accomplishing the tasks below:

1. Task 1 - System Audit

a. Perform a system audit to identify EOL or EOS dates for all system components (hardware, software, operating systems, network elements, and peripherals) utilized in the existing shared legacy Call Handling Equipment installations.

b. The audit must clearly identify any component that has or will soon reach the manufacture EOL or EOS.

c. The audit must include a risk assessment report which details the impact to 911 and non-emergency call processing, legacy Analytics Management Information System (MIS), and Call Detail Record integration to the statewide NG911 MIS should an EOL or EOS component fail.

2. Task 2 – Sustainment Plan

a. Establish an 18–24-month sustainment plan to ensure the Legacy System CHE

Solutions remain operational until county Public Safety Answer Points (PSAPs) are migrated to the statewide CHE solution. The plan must include:

i. Recommended actions and tasks to ensure Legacy System CHE Solutions remain functional 24x7x365 until counties are migrated to one of the statewide CHE solution providers

ii. Identify and provide justification when components must be replaced or provide a time and materials strategy to ensure replacement components and manufacture support are available.

iii. A method of procedure to conduct necessary upgrades and acceptance test procedures when replacement components must be installed.

iv. Details on the process county PSAPs will follow to access support services

v. A timeline to implement necessary Sustainment Plan.

vi. A determination of a date for when and explanation why it is no longer feasible to continue operation of the legacy CHE Solutions.

vii. The Sustainment Services are for Public Safety Answer Points with existing maintenance and support contracts. The PSAPs have established relationships for support service providers. The Contractor must ensure these relationships are incorporated into the Sustainment Plan.

viii. Review the sustainment plan draft with the PSAP and PEMA to incorporate feedback into a final mutually agreeable sustainment plan.

ix. Provide the final sustainment plan

3. Task 3 – Plan Implementation

a. The certified CHE support provider must furnish, install, and test components and system functionality necessary to implement the sustainment plan.

b. Provide project management and oversight for the plan implementation.

c. Conduct a kickoff meeting with each region or county PSAPs to review the system audit, sustainment plan, and implementation timelines, and procedures to request maintenance or support services.

d. Establish a mutually agreed schedule for Sustainment Plan implementation.

e. Provide 24X7X365 maintenance support services through the term of the contract.