14-Specifications.pdf

SPECIFICATIONS

SCOPE

Harris County is seeking proposals from qualified vendor(s) to provide a Mass Notification System for the Harris

County Office of Homeland Security and Emergency Management, as described herein. The term shall begin on or about July 1, 2026 or until all services ordered prior to the expiration date have been satisfactorily delivered and accepted or performed satisfactorily for the using department(s).

PRE-PROPOSAL CONFERENCE

A pre-proposal conference will be held Wednesday, March 11, 2026 at 2:00pm local time, Houston, TX via Microsoft

Teams. Attendance is not mandatory; however, all vendor(s) are encouraged to attend in order to have a better understanding of the requirements of this Request for Proposal (RFP). Persons with disabilities requiring special accommodations should contact Office of the Purchasing Agent at 713-274-4400 at least two (2) days prior to the conference.

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It is the responsibility of each vendor to examine the entire RFP package, seek clarification in writing, and review their offer for accuracy before submitting. Questions relating to this RFP must be submitted in writing through

Bonfire. The deadline for submission of questions relating to this RFP is listed on the Event schedule within Bonfire of this project. All questions submitted in writing prior to the deadline will be compiled and answered in writing. A copy of all questions and answers will be released as a Public Notice within Bonfire to all firms. The County will not be bound by any information conveyed verbally.

RENEWAL OPTIONS

Harris County may consider four (4) one-year renewal options, renewable one (1) year at a time, based upon the same terms, conditions and pricing as the original year. Renewal is subject to approval by the Harris County Commissioners

Court. Once renewal options are exhausted, the contract must be rebid. Harris County reserves the right to rebid at any time as is in its best interest and is not automatically bound to renew.

M/WBEs

Harris County strives to engage with prime contractors and subcontractors that represent the diverse businesses of the County. We will ensure that historically underutilized minority- and woman-owned businesses (M/WBEs) receive a fair and equal opportunity to participate in the County's procurement process. The County expects vendors to make a good faith effort and the vendor agrees to reasonably assist the County to meet or exceed goals for awarding contract associated with a project the County procures, operates, maintains, or constructs to M/WBEs.

BACKGROUND

Harris County, Texas is the third (3rd) most populous County in the nation, ranking behind Los Angeles County, California and Cook County, Illinois. There are thirty-eight (38) municipalities located within the 1,788 square mile geographical boundary of Harris County. Harris County has a culturally diverse community with a population nearly five (5) million according to the 2020 U.S. Census estimate. The County is governed by a five (5) member

Commissioners Court, which is comprised of four County Commissioners (Commissioner Precincts 1 - 4) and the

County Judge.

Mass Notification System for the Harris County Office of Homeland Security and Emergency

Management https://teams.microsoft.com/l/meetup-join/19%3ameeting_ZmJhYTExNWUtYzU2ZS00YmI3LThmNzktOWIxODgyYjFlYzFj%40thread.v2/0?context=%7b%22Tid%22%3a%220d9bc79c-581b-4477-acf7-8d70dd3e555a%22%2c%22Oid%22%3a%22e78dcd2c-7268-4b74-ac8b-a6a6e103294a%22%7d tel:+12819851862,,70917691 https://dialin.teams.microsoft.com/e48917d9-8244-4157-a343-69eb2b79d56b?id=70917691

Harris County Office of Homeland Security and Emergency Management (HCOHSEM) was established in 2003 to centralize and enhance the County’s emergency preparedness, response, and recovery capabilities amid growing national focus on homeland security. Its core mission is to protect the County’s residents and property from the impacts of both natural and man-made disasters by developing and maintaining a comprehensive emergency management framework. This framework encompasses all phases of emergency operations, mitigation, preparedness, response, and recovery, ensuring coordinated, resilient, and effective public safety strategies across the region.

Existing Environment

HCOHSEM currently utilizes the Everbridge platform to power its mass notification capabilities. This system, formerly known as Harris County Alerts, was rebranded as Ready Harris Alerts and is designed to deliver real-time emergency notifications to residents, visitors, and employees across the county. Messages can be sent via text, email, voice calls, and can be targeted either county-wide or to specific geographic areas affected by an incident. The current system maintains more than 54,000 active profiles.

The Everbridge system also allows for internal communication messaging across the County departments and with select partners to better coordinate and respond to emergencies. The ability to send Regional Emergency Notification

System (RENS) messages is an important communication piece before, during, and after an emergency response.

Everbridge is also configured to support HCOHSEM’s on-call program. The on-call system currently allows

HCOHSEM staff members to initiate phone calls, emails, and/or text messages to other staff members in event of an emergency. Upon notification, HCOHSEM staff are directed to activate and report to the Emergency Operations

Center (EOC) as required.

In 2024, the EOC was activated fourteen (14) times for major incidents, including Hurricane Beryl, the May 16th derecho, and the Deer Park pipeline fire. Given the scale of operations and the County’s population of over five (5) million, it is reasonable to estimate that several thousand notifications are sent each year across multiple channels.

The solution shall support integration with the following systems to ensure seamless functionality and data exchange:

• Active Directory

• Human Resources Information Systems for employee contact data synchronization

• Emergency Operations Center Management platforms

• Integrated Public Alert and Warning System (IPAWS)

• Harris County website and mobile applications

• Social media accounts: Facebook, X, Instagram, and Nextdoor

• Microsoft Office 365 and Exchange email systems

SPECIFICATIONS

HCOHSEM is seeking a comprehensive, secure, easily accessible, and configurable mass notification system to support county-wide emergency communications and operational processes. The desired solution shall have the capability to deliver multi-channel alerts and routine notifications to HCOHSEM personnel, residents, and stakeholders. It shall effectively support communication during critical incidents, natural disasters, severe weather events, and other emergencies requiring rapid information dissemination. It is important that the proposed solution have twenty-four/seven (24/7) technical and customer support available so the County can troubleshoot problems and provide residents with emergency notifications as quickly and efficiently as possible.

Vendor shall furnish all qualified personnel, supervision, services, materials, equipment, facilities, travel, overhead and incidentals necessary to fulfil the requirements of this solicitation. Please note all travel shall be in compliance with the attachment titled Harris County Travel Policy located under Supporting Documentation inside Bonfire.

Vendors shall demonstrate a proven track record of successful implementations and ensure full compliance with all applicable federal, state, and local standards, regulations, and guidelines. The system shall integrate seamlessly with existing county infrastructure and support scalable deployment across Harris County’s diverse operational landscape, including Houston and surrounding jurisdictions.

Due to marketplace and advancement of technology, Harris County may require newer enhanced series product releases, software, as well as advanced support services of products and services offered during the term of the resulting contract, and its renewal options.

The County reserves the right to procure additional components within the proposed solution, provided they align with recommended best practices. Any equipment or services not initially included in the contract scope will require mutual agreement and a formal amendment to the resulting Agreement.

Vendor shall be responsible for any software customization, design engineering, hardware and equipment installation, integration and configuration, testing, operations, database management, system administration, and maintenance of the work to provide a fully functional and operational solution that meets or exceeds the requirements that are presented herein.

Vendors are not restricted to the key functionalities outlined below. While the listed items represent essential requirements, vendors are encouraged to demonstrate their ability to fulfill, enhance, or expand upon these functionalities. Additionally, vendors are invited to propose supplementary features or innovations that may further support the County’s operational objectives.

1. Key Functionalities

The preferred key functionalities for the mass notification system shall include, but are not limited to, the following:

1.1. General System Functionality

1.1.1. Include opt-in capability for text message alerts.

1.1.2. Support self-registration via web, mobile, and message opt-in platforms.

1.1.3. Allow end-user configuration without requiring vendor support to manage message recipients or group settings.

1.1.4. Publish notifications to social media platforms and external websites.

1.1.5. Integrate with social media monitoring tools to search keywords or hashtags in real time, including geo-fencing capabilities.

1.1.6. Send notifications based on predefined rules, group memberships, or individual contact selections.

1.1.7. Enable advanced targeting and geofencing using location data, zones, or proximity to incidents.

1.1.8. Provide real-time analytics and reporting dashboards showing delivery success, engagement metrics, response rates, and trends.

1.1.9. Store and translate automated message templates for rapid deployment in common scenarios.

1.1.10. Supports automated messaging triggered by alerts from the National Weather Service.

1.1.11. Twenty-four/seven (24/7) technical and customer support ability.

1.2. Notification Methods/Usage Requirements

1.2.1. Integrate with Federal Emergency Management Agency’s (FEMA) IPAWS.

1.2.2. Ability to support multiple notification channels, including email, SMS/text, voice calls, and other digital formats.

1.2.3. Capability to include rich media content in notifications, such as images, videos, Portable Document

Format (PDFs), and hyperlinks.

1.2.4. Ability to send an unlimited number of alerts across all supported notification methods.

1.2.5. Support for voice recordings in both messages and interactive surveys.

1.2.6. Enable two (2) -way communication, allowing recipients to:

1.2.6.1. Acknowledge receipt of messages.

1.2.6.2. Respond to surveys or provide feedback.

1.2.7. Include automated escalation protocols:

1.2.7.1. If a recipient doesn’t respond to a critical alert, the system escalates the notification to alternate contacts or methods.

1.2.8. Provide a mobile application accessible to authorized users for sending alerts and managing notifications.

1.3. Scalability Requirements

1.3.1. Capability to support unlimited internal users and external subscribers to accommodate future growth.

1.3.2. Deliver simultaneous notifications across multiple channels such as email, SMS, voice, and mobile app.

1.3.3. Include hybrid deployment capabilities to ensure service continuity and operational support during emergencies, including internet outages.

1.4. Accessibility / Languages

1.4.1. Provide multilingual support for both internal and public users. In alignment with Federal

Communications Commission (FCC) guidance and IPAWS, the system shall be capable of producing messages in the following languages:

1.4.1.1. English

1.4.1.2. Arabic

1.4.1.3. Chinese (Simplified and Traditional)

1.4.1.4. French

1.4.1.5. German

1.4.1.6. Haitian Creole

1.4.1.7. Hindi

1.4.1.8. Italian

1.4.1.9. Korean

1.4.1.10. Portuguese

1.4.1.11. Russian

1.4.1.12. Spanish

1.4.1.13. Tagalog

1.4.1.14. Vietnamese

1.4.2. Allow users to select their preferred language during registration.

1.4.3. Automatically translates English messages and delivers them in each user’s selected language.

1.4.4. Accessible via assistive devices for the hearing impaired, including Text Telephone (TTY), Telecommunications Device for the Deaf (TDD), screen readers, voice notifications, and braille-compatible tools.

1.4.5. Include a configurable web portal for both internal and external user access.

1.5. Security / Data

1.5.1. Utilize Secure Sockets Layer (SSL) encryption for secure web registration connections.

1.5.2. Store Personally Identifiable Information (PII) in encrypted form.

1.5.3. Perform regular data backups to ensure data integrity and recovery.

1.5.4. Employ intrusion detection mechanisms to safeguard user data and system operations.

1.5.5. Provide detailed metrics for each alert or notification sent.

1.5.6. Archive and documents all emergency messages, including Wireless Emergency Alerts (WEA).

2. Technical Requirements

The technical requirements are constructed to correlate to the Harris County Universal Services Reference

Architecture (USRA) and to determine vendor’s ability to provide technical capabilities. When proposing a response to this RFP, the vendor shall address all subsections of the technical requirements for the proposed solutions and services supporting HCOHSEM needs.

2.1. HCUS Reference Architecture (USRA)

The USRA is a compact, comprehensive, abstract illustration of the technology components and business processes supporting County operations, as illustrated in the attachment titled Harris County Universal

Services Reference Architecture (USRA), under Supporting Documentation inside Bonfire. The USRA has been developed to provide guidance on how solutions shall deploy and operate within the Information

Technology (IT) environment. The USRA serves as a reference for the specific architectures that vendors may implement to solve County business objectives.

2.1.1. The USRA Consist of Six (6) Interrelated Domains:

Vendor shall respond to technical requirements pertaining to the domains of:

2.1.1.1. Data Services

2.1.1.2. Digital Services

2.1.1.3. Enterprise Technology Infrastructure Services

2.1.1.4. Information Security Services

2.1.1.5. IT Management

2.1.1.6. Technology Optimization

2.1.2. USRA Checklist Questionnaire Q-59HM

Vendors shall complete the questionnaire as part of vendor’s proposal response. "Complete” is defined as responding to all questions. A response is still required for non-applicable questions. The questionnaire will assist the County in understanding the scope, capabilities, technical implementation, and deployment features of the proposed solution.

2.2. Technical Requirements Domain:

Vendors shall respond to technical requirements pertaining to the domains of:

2.2.1. Data Management

2.2.2. Application Management

2.2.3. Infrastructure Management (including Server and Network Services)

2.2.4. Security Management

2.2.5. Service Management

2.2.6. Program Management

2.2.7. Disaster Recovery and Business Continuity Management

2.3. Methods of Delivery

Vendor shall present the County with details on at least one (1) of the following delivery options for the proposed solution, along with any alternative delivery methods that may be available:

2.3.1. Premise-based

Premise-based solution; all servers will be provided by the vendor, installed at County location(s), and maintained as part of the enterprise. The solution (all hardware and software) is owned by County and is often viewed as a capital expense. County maintains control of the servers and maintains their security.

2.3.2. SaaS (Software as a Service)

SaaS, an on-demand, and a hosted model; in this case the provider licenses an application that is hosted at a remote location (i.e., Network Operations Center) to customers through a subscription model, generally a monthly or yearly fee. This approach can also take into consideration a “cloud computing” model where all the technology is in the “cloud” and accessed over the Internet as a service.

2.3.3. Hybrid Model

Hybrid model in which the solution (hardware / software) is hosted at the County location and the provider will perform the day-to-day responsibility of managing (maintain and support) the software/hardware for the County. The managing of the solution could be either through onsite presence or remote. The provider’s expertise and experience in this subject area is important for more efficient operations.

The County requires vendors to propose at least one (1) approach that provides an efficient solution while meeting both the County’s functional requirements and its technical standards, including the data-centric architecture approach. At all points, the County will have ownership of its data and shall be able to access or be provided the required data to support the proposed service or other services deemed necessary to access the information. If otherwise, the vendor shall state the reasons (functional and technical), as to why they cannot meet the County’s requirements.

2.4. Platform Administration/ Professional Service

Vendor shall provide the County with platform administration (maintain & run). System administration and maintenance of implemented platform, as well as the addition of new software components if needed, is expected to be provided by the vendor based on the method of delivery (Section 2.3) adopted.

2.5. Data Management

Vendor is expected to provide the County with details on their approach to the following data management areas:

2.5.1. Data Governance

2.5.2. Data Quality

2.5.3. Data Security

2.5.4. Data Operations

3. Acceptance Criteria

Vendor shall comply with the following acceptance criteria:

3.1 Product delivery, configuration, and training, which successfully meet all requirements outlined in the RFP shall be provided by the specified dates. Any changes to delivery dates must have prior approval (in writing) from the County.

3.2 The County has the sole responsibility of determining the completeness of vendor’s work. The County will complete a review of delivered products, configuration, and training within ten (10) business days from the date of receipt.

3.3 In the event the County does not approve a product or service provided herein, vendor shall be notified in writing with the specific reasons. Vendor shall have fifteen (15) business days to correct the unaccepted product or service.

3.4 Vendor shall correct any latent defects identified after the acceptance of a product or service (where appropriate) at no additional charge to the County.

4. Maintenance/Support/Warranty

Upon Final System Acceptance (FSA) and training, the maintenance/support/warranty of the system shall commence on the first day of the official operation of the system as designated by Harris County. At a minimum, the system shall include twelve (12) months of maintenance/support/warranty to include upgrades, patches, fixes and support via phone, web, and email. Pricing shall also reflect annual renewal, and maintenance or license fees for subsequent and continued use of the system.

Vendor shall describe each Service Level Agreement (SLA) associated for each applicable service offering.

Vendor shall meet all SLA requirements to include but not be limited to the delivery of service offerings, maintaining service offerings, measuring Key Performance Indicators (KPIs), reporting compliance and issuance of credits when performance fails to meet performance objectives. Vendor shall disclose its methodology for measuring each of its SLAs, including but not limited to the formulas for calculating those measurements. Vendor shall disclose how vendor shall address failures to perform to SLA levels and any billing adjustments, credits or other compensation offered. SLA provided shall not be less than what is commercially available.

5. Training The County requires a comprehensive training for its system administrators and users to support the system after its initial implementation and all future configurations. Training must ensure that the users will be capable of continued operation of the system, and that the systems development staff will be capable of maintaining the software and handling the diagnosis of application problems. Appropriate training, knowledge transfer, and system documentation shall be provided to ensure operations, maintenance, and troubleshooting. Vendor training plan shall include associated training materials, i.e. Reference Guides, User Guides and Online Tutorials, etc.

Vendor shall explain their proposed approach to training, including the nature of training, time allocation recommendations, the number of people the training sessions can accommodate, the number and duration of trainings, the target audience for each proposed training. Knowledge transfer should include walk through of system design access methods, along with verification of transfer of relevant configuration files, source code, and executable code.

The County request the ability to establish a minimum of twenty (20) administrator accounts shared between

HCOHSEM and Universal Services, excluding the vendor’s administrators; additionally, these designated administrators shall have the opportunity to receive supplemental training or dedicated support hours with the proposed system support specialists.

6. Project Management Plan

Vendor shall provide a comprehensive Project Management Plan (PMP) for HCOHSEMs review and approval within ten (10) days of contract award.

The PMP shall outline the methodology and strategies to implement and rollout a mass notification system including, but not limited to, the following:

6.1. Assignment of a dedicated project manager to oversee execution.

6.2. A detailed organization chart defining the structure and roles of the project personnel.

6.3. Development and maintenance of a comprehensive schedule of deliverables and milestone-based payment timeline as part of the overall project management plan.

6.4. Submission of weekly progress reports to ensure transparency and accountability.

6.5. Development of a testing plan with clearly defined acceptance criteria to validate system functionality

6.6. Project start-up, system integration, service transition to go-live training, go-live activities, operations, and end-of-term transition activities.

6.7. Completion of a go-live checklist to confirm readiness for deployment.

6.8. Describe how it proposes transition to go-live and how it will work in parallel with other providers for a period of time if needed.

6.9. Change order requests not relating to the project schedule or monetary changes (may be submitted for review at any time).

6.10. Communications: Define the procedures for controlling all correspondence, submittals and other communication between vendor and Harris County.

6.11. Problems and Resolutions: Identify methodology for identifying problems and the resolution process.

7. Sample Project Management Plan

7.1. A sample project management plan and template of a past mass notification system implementation shall be provided with vendor response to this solicitation.

7.2. Provide a comprehensive overview of a previously executed project, detailing the initial context to set the stage for understanding the project's background and its significance.

7.3. The scope shall be clearly defined, outlining the objectives, deliverables, and the extent of work covered. It shall list the stakeholders, including clients, team members, and any third-party collaborators, highlighting their roles and contributions.

7.4. The document shall also address any time constraints or unique challenges faced during the project, providing insight into the vendor's problem-solving abilities and adaptability.

7.5. The results or outcomes of the project shall be presented, demonstrating the effectiveness of the strategic plan in achieving its goals and the value it delivered to all parties involved.

8. Capacity and Resources

Vendor shall maintain and assign a sufficient number of competent and qualified professionals to meet Harris

County requirements. Vendor shall provide Harris County with a staffing plan that identifies the staffing levels, types, and any applicable certifications necessary to meet the requirements of this RFP. Vendor shall also indicate space, technology and telecommunications infrastructure requirements so that Harris County can allocate workspace for the project team to use during the implementation.

8.1. Project Manager (PM)

8.1.1. Vendor shall dedicate a PM for the length of the project to act as the vendor’s representative for all communication and activities with Harris County. The PM shall be the prime point of contact for

Harris County for project matters. The PM shall maintain a detailed and accurate project schedule at all times.

8.1.2. The percentage of the PM’s time dedicated to this project shall be defined. The PM shall have overall responsibility for day-to-day project management. Vendor shall submit a resume for the PM candidate for Harris County to review and approve. At a minimum, the PM candidate shall possess the following qualifications:

8.1.2.1. Five (5) years of project management experience with specific experience related to mass notification system implementations.

8.1.2.2. Demonstrated experience creating detailed dependency-driven schedules and tasks required to implement recommended changes.

8.1.2.3. Demonstrated experience facilitating and supporting formal review sessions with executive stakeholders.

8.1.2.4. Provide twenty-four/seven (24/7) technical and customer support.

8.2. Key Staff

8.2.1. Vendor shall provide resumes for all key staff for Harris County to review and approve. Key staff is defined as all Subject Matter Experts (SMEs) to be utilized during the project. The resumes shall indicate the key staff knowledge and experience specific to implementation of a mass notification system, background, years of experience and skill sets to ensure project success. Changes to the key staff, anticipated or unforeseen, shall be immediately relayed to Harris County.

9. Optional/Value-Added Services

Vendor may propose optional/value-added products and/or services. Vendor must identify the use, functionality and purpose of the optional/value-added item(s), and how Harris County would benefit from electing to procure those item(s). Pricing for proposed item(s) shall be clearly labeled as optional/value-added.