14-Scope of Work, GEN2130512B1, Call Branding for 911 Abandoned Call-Backs.pdf

Scope of Work (SOW) Call Branding for 911 Abandoned Call-Backs

1. Project Request

The County’s Office of Regional Communications and Technology Division (ORCAT) is seeking a qualified vendor to provide a call branding service (“Branding Service”) that will brand all outgoing abandoned 911 call-backs from the Regional Public Safety Answering Points (PSAPs) with “Broward Cty 911.” This project will ensure that outgoing callbacks for abandoned 911 are made using administrative telephone lines and when these calls are received by the public, the Caller ID will display as “Broward Cty 911.” Currently, when 911 abandoned call-backs are received by the original caller, only an estimated 50% receive “Broward Cty 911” call branding information displayed on the caller’s device.

The selected vendor shall work with telecommunications providers to enable consistent caller ID branding across all carrier networks and device types. The vendor shall conduct thorough testing of the Branding Service and provide necessary documentation (training manuals, user guides, etc.) and training for County staff.

2. Service Description

The Broward County VIPER Call Handling System (CHS) calls abandoned 911 calls back manually and automatically through a feature called “Auto Abandoned Call-Back” using administrative telephone lines. ORCAT seeks to brand all outgoing abandoned 911 call-backs from the Regional PSAPs.

a. PSAP Installation

All installations and services associated with this project shall be performed at the following PSAP(s):

PSAP PSAP Addresses

North Regional PSAP 4900 Copans Rd, 2nd Floor

Coconut Creek, FL 33066

Central Regional PSAP 10440 W Oakland Park Blvd

Sunrise, FL 33351

South Regional PSAP 6057 SW 198th Terrace

Pembroke Pines, FL 33332

b. Service

The vendor shall deliver the services listed below:

Description Qty

Brand “Broward Cty 911” on all outgoing abandoned 911 call-backs from numbers designated by the County.

Personalized, 32-character display that may include logos or images on caller devices along with “Broward Cty 911”.

Customer Portal with administrative privileges to allow the County to make setting and configuration changes (e.g. assigned phone numbers used for call-back, and creating/editing caller programs)

3. Technical Approach

The services shall be provided in the following phases:

a. Phase 1: Project Kick-Off

The County will issue a Notice to Proceed ("NTP") to commence the project. The project Kick- Off shall commence no later than seven (7) business days after County’s issuance of the NTP.

The vendor shall provide to County a detailed agenda and presentation of the project overview, key milestones, key benefits, implementation strategy, and operational and technical resource requirements at the Kick-Off meeting at least five (5) business days prior to the scheduled date of project kick-off meeting.

b. Phase 2: Configuration

The vendor will configure the Branding Service to meet all requirements as stated in this Scope of Work.

c. Phase 3: Preliminary Acceptance Testing (PAT)

Preliminary Acceptance Testing will be performed by County at each PSAP site listed above after the configuration and network testing of the Branding Service is completed by the vendor. County shall conduct the Preliminary Acceptance Testing of configurations consistent with the Preliminary Acceptance Test criteria stated in Section 11 below.

d. Phase 4: Go-Live

Go-Live will take place after the successful completion of Preliminary Acceptance Testing.

Vendor resources shall be onsite during this phase to assist with all activities required to resolve any issues with call branding services.

e. Phase 5: Final Acceptance

Upon Go-Live, County will conduct Final Acceptance Testing for thirty (30) calendar days.

County shall conduct the Final Acceptance Testing of Branding Service’s configurations consistent with the Final Acceptance Test criteria stated in Section 13 below. The vendor shall be responsible for resolving any issues discovered by County during Final Acceptance Testing.

4. Deliverables

a. The vendor shall be responsible for providing access to a Call Branding Customer Portal with administrative privileges to allow for setting and making configuration changes (e.g.

assigned phone numbers used for call-back).

b. The vendor shall be responsible for providing personalized, 32-character display that can include logos or images on caller devices.

c. The vendor shall be responsible for creating and managing calling programs in the Customer Portal. A calling program allows for multiple branded phone lines, with different brands, within one customer account.

5. Project Management

The vendor shall assign a dedicated Project Manager who, for the duration of the project, shall:

a. Ensure the Scope of Work (SOW) is completed (includes a project schedule of key milestones).

b. Conduct Project Kick-Off.

c. Ensure Branding Services are configured pursuant to the requirements herein.

d. Develop project schedule and ensure deadlines are met.

e. Provide County with a Go-Live schedule.

f. Perform overall project coordination.

g. Maintain an issue log and ensure all issues are prioritized and worked on in a timely manner.

h. Maintain all project related communications and documentation.

6. Vendor Responsibilities

a. The vendor shall conduct a review and design session of the Regional PSAPs to review the SOW and develop an understanding of the project’s scope.

b. The vendor shall be responsible for the ongoing services and configuration of the new Call Branding customer portal and calling program.

c. The vendor shall configure the Branding Service to send alerts to County in the event of a service failure or any other issues with the Branding Service. The detailed specifications for this item will be finalized by County and vendor after the project kick off.

d. The vendor shall ensure that the transition to Call Branding does not impact the operation regarding outbound calling.

e. The vendor shall provide a project plan to the County within five (5) business days prior to Project Kick-Off. The project plan shall include a detailed plan that outlines all project activities required of the vendor to achieve the objectives of this project’s scope. The plan must define timelines, resource roles and responsibilities, and implementation strategy. All project activities will be performed during the County’s change management window (i.e., 11pm – 6am Monday thru Thursday, excluding holidays).

f. The vendor shall work with the County’s Project Manager to schedule work that requires activities done within the County’s change management window. County requires an internal change management request to be completed and submitted by vendor (10) calendar days prior to commencing work to County’s production environment (i.e., Go live).

7. Maintenance and Support Requirements

7.1 Maintenance and Support

The vendor shall provide the following as part of Maintenance and Support Services for the services provided.

a. Correcting Defects Covered Under Warranty - The vendor should be responsible for promptly correcting any deficiency, at no cost to the County, within three (3) calendar days after the County notifies the vendor of such deficiency in writing. If the vendor fails to honor the warranty and/or fails to correct or replace the defective work or items within the period specified, the County may, at its discretion, notify the vendor in writing, that the vendor is in breach of the contract if the corrections or replacements are not completed to the satisfaction of the County within three (3) calendar days after receipt of the notice by vendor. If the vendor fails to satisfy the warranty within the period specified in the notice, County may procure the products or services from another vendor and charge the vendor for any additional costs that are incurred by County for this work or items through a credit memorandum or through invoicing.

7.2 Service Level Agreement (SLA)

The vendor shall be responsible for the following SLA’s outlined below-

a. Emergency availability via telephone and e-mail after hours to receive and respond to specific technical problems and questions relating to the operation or functionality of the Call Branding services. The vendor shall provide services twenty-four hours a day, seven days a week, 365 days per year. The vendor shall provide the County with phone numbers and names of persons to be contacted for service failures twenty-four hours a day, seven days a week, 365 days per year.

b. EMERGENCY CALL-BACK SERVICE: For emergencies (e.g. where the Call Branding service is no longer functional), vendor shall respond to County within one (1) hour by phone after reporting a service-related issue by County.

c. To the extent necessary to resolve any issue or other support request, the vendor may be required to provide support on-site at any PSAP locations, as required and as may be requested by County. The vendor agrees that its personnel shall be suitably trained in the operation, maintenance and support of Call Branding services. The vendor shall provide an escalation list with roles and contact information listed for reporting of issues and escalation procedures.

d. The vendor shall maintain the records of its support and maintenance services for reporting purposes, which shall include a description of the issue and root cause analysis of the error and/or defect, and all steps and actions taken to resolve the issue.

e. The vendor shall notify the County of all Branding Service affecting outages within two (2) hours after the reported outage.

8. Vendor Access/ Security

The vendor will cooperate with County and provide all information that the County may request to determine appropriate security access restrictions and verify vendor compliance with County security standards.

a. The vendor will cooperate with County and provide information that County may request to determine appropriate security and access levels required for the project.

b. Ensure that the Call Branding Customer Portal abides by the E911 ID and password standards (Unique passwords and passwords the follow the standards (Min 8-characters, mixed case, contains number, contains symbol) with Multi-Factor Authentication.

9. Timeline

Task/Activity Estimated

Timeframe

Project Kickoff 3Q, 2025

Site Survey 3Q, 2025

Configuration of Branding Services 3Q, 2025

Branding Service testing by the vendor 3Q, 2025

Preliminary Acceptance testing by County 3Q, 2025

Go-Live 3Q,2025

Final Acceptance 4Q,2025

10. Change Management Request (CMR)

All service impacting activities require strict adherence to the Change Management Process and must be performed within the County’s existing maintenance window schedule. During implementation, the vendor shall provide all activities during County’s maintenance window schedule unless otherwise approved as an exception by the County. (i.e. 11pm – 6am Monday thru Thursday) under an approved change management request.

11. Preliminary Acceptance Testing

County will conduct Preliminary Acceptance Testing (“PAT”) pursuant to the PAT criteria stated below with support from vendor’s personnel.

The PAT criteria will be comprised of the following steps and the Pass/Fail conditions listed on the following table:

Test Item

Test Criteria Pass/Fail Condition

Call Branding on 911 Abandoned Call-Backs from a T-Mobile phone

The test is successful if a T-Mobile caller received the Call Branding “Broward Cty 911” on a 911 abandoned call-back.

Call Branding on 911 Abandoned Call-Backs from an AT&T phone

The test is successful if an AT&T caller received the Call Branding “Broward Cty 911” on a 911 abandoned call-back.

Call Branding on 911 Abandoned Call-Backs from a Verizon phone

The test is successful if a Verizon caller received the Call Branding “Broward Cty 911” on a 911 abandoned call-back.

Call Branding on 911 Abandoned Call-Backs from a VOIP phone

The test is successful if a VOIP caller received the Call Branding “Broward Cty 911” on a 911 abandoned call-back.

Call Branding on 911 Abandoned Call-Backs from Wireline phones

The test is successful if a wireline caller received the Call Branding “Broward Cty 911” on a 911 abandoned call-back.

Access to Call Branding Customer Portal

The test is successful if E911 team is able to login to the Call Branding Customer Portal and make configuration changes to include changes to the 32-character caller name.

Configuration of Caller ID Name (CNAM) and Adding additional Lines

The test is successful if the E911 team is able to make CNAM configuration changes and add or remove phone lines from the Branding Service.

7 Caller Program creation The test is successful if the E911 team is able to create multiple caller programs.

12. Go live

This project’s Go Live milestone will depend on the successful completion of PAT with no issues.

13. Final Acceptance Testing

The County will issue Final Acceptance only upon the successful completion of PAT, Go Live, and the Branding Service operates for a period of 30 calendar days after Go Live without any major or critical failures outlined below. A major failure includes but is not limited to improper branding information displayed on caller devices and inability to access or configure changes within the customer portal. A critical failure includes but is not limited to complete failure to brand outgoing abandoned 911 call-backs.